CustomerSat Benchmark Services
- Compare their performance along many
dimensions with that of other organizations like them
- Better prioritize areas for improvement
- Set both internal and external standards
of excellence
- Recognize and leverage strategic advantages
- Anticipate customer requirements and
identify potential vulnerabilities.
Benefits
- Are composite performance metrics
and indices of industry leaders
- Metrics of specific performance
attributes
- Indices of overall satisfaction
and loyalty
- Include data from dozens of leading
companies across major industries measuring similar performance
attributes
- Include survey responses from tens
of thousands of respondents
- Maintain strict standards of confidentiality
- Are updated quarterly.
Each participating company’s performance scores are
kept strictly confidential to authorized members of that company.
Only overall aggregate scores (benchmark metrics and indices)
are made available to other participating companies.
Deliverables
CustomerSat Benchmark Program Quarterly Reports compare each
current quarter’s results with the previous quarter’s
results and with the same quarter in the previous year. To
ensure comparability, the same base of participants is used
for each quarter-over-quarter comparison.
In addition, each report includes average scores and aggregate
sample size (N) for each specific and overall satisfaction
and loyalty performance attribute for the period covered.
Where appropriate, results are also presented for specified
verticals, including telecommunications and high-tech.
Benchmark Plus Program
CustomerSat’s Benchmark Plus program shows you
in greater detail where your organization stands relative
to the benchmark data. For each performance attribute, benchmark-participant
mean scores are provided, indicating the maximum and minimum
scores. In addition, the overall mean score, your score, and
your ranking among all participants are shown. For confidentiality,
participating organizations are not identified with individual
mean scores.
Part of a CustomerSat Benchmark Plus Report
for ABC Company. Here, on Technical Skills, ABC ranks eighth
highest and slightly below the mean among twelve companies.
 
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