Benchmarking allows understanding how your organization is performing in relation to others - both in your own sector and in other sectors. There are several ways to benchmark your performance over time, but we will introduce you different ways that are found to be successful to companies such as Emirates, Salesforce, and UPS.
Watch this webinar video and learn how benchmarking:
• Uncovers key drivers that influence your organization’s performance
• Provides a quick way to evaluate your CX readiness and business goals
• Differentiates yourself against others
Generally, businesses employ customer surveys & interviews to obtain feedback and improve customer experience (CX). Have you thought about using the same online survey software tools with a more powerful source of customer insights – your employees? In fact, according to a study by IBM, employee feedback is the new customer research.
Customer Effort Score is a measurement parameter to get information about the efforts the customers have to put into your product/service. Lower the effort, the better it is for the credibility of your organization. The results of a CES question gives you insights about how strong or weak your customer service program is and changes in the functioning can be made on the basis of these inputs.
Customer satisfaction is the direct indicator of revenue growth for any organization or business. Net Promoter Score and Customer Effort Score are the most recommended market research methods implemented to help you understand how satisfied your customers are and how likely they are to recommend you.