benchmarking
Every journey has a beginning – we start by benchmarking your current customer experience. This gives you an overarching insight into how your customers perceive their journey with you – and how you stack up against your competitors.
We can work with you and your customer facing teams to deliver clear and actionable strategies across every customer touch point.
Our benchmarking programs are built around your specific needs. They can cover every aspect of your customer experience or be directly focussed on specific pain points.
Benchmarking is carried out through a series of workshops, interviews and observations – all scaled to fit your business.
Take our our simple Health Check to measure the basic effectiveness of your current customer experience.
What should you be asking yourself?
How satisfied are our customers?
What’s the difference between what we think about our customers’ experience and what they think?
Where are our pinch points and bottlenecks?
How well are we performing against our competitors and how big is the gap?
What are the real costs of complaints and customer dissatisfaction?
What are our Net Promoter Scores or Customer Effort Scores and what can I do to improve them?
If you can’t answer any of these questions, take our simple Health Check to measure the basic effectiveness of your current customer experience.
Then talk to us.