Asking your customers how they feel is a great way to start measuring customer experience, but it’s only half of the picture. Your customers may like you, but if they like your competitors more, they will not hesitate to switch.
Competitive CX Benchmarking puts your scores in the context of the real market. It is a comprehensive insight & analytics service that helps you understand at which touchpoints or drivers you surpass the competition and where do you lag behind other vendors. It allows you to focus where it matters the most to prevent churn or gain new business.
That span across many markets, business units and models
To ensure comparability of results between your existing NPS/CSAT measurement and the Competitive CX Benchmark, we follow these steps:
The CX Benchmark can be combined with your existing CX data, such as NPS or CSAT scores, to provide a comprehensive view of your performance relative to competitors. This helps identify areas where you excel or need improvement.
When we first setup the benchmark for you, the time to insights from first wave is approximately 14 business weeks. Subsequent quarterly updates usually take less time.
In fact, we specialise in programs for organisations with B2b models and hard to get target groups. We have many years of experience running Competitive NPS and Competitive CX Benchmark programs for the world's biggest medical device manufacturers, construction materials manufacturers, b2b services, logistics providers and many others.