Benchmarking Insights

Comparative Data / Connection Index

Our Benchmarking Insights division provides comparative data for consumer satisfaction and loyalty, social media behaviors and the connection of sales/service associates to customers and brands. These in-depth benchmarking studies enable companies and contact center departments to measure their performance against previous results as well as other companies within their industry.

Consumer Satisfaction / Loyalty Study
March 10-May 25

Determine the ability of your company and contact center to meet customer expectations; the value your customers place on the fulfillment; and the ultimate impact of the customer-company experience on customer satisfaction, retention and loyalty. Equally important, measure how welcomed your customers are made to feel by your associates through our proprietary Consumer Welcoming Index. Capitalize on strengths and identify opportunities for improvement. Gain valuable customer feedback.

Assess customer satisfaction and loyalty nationally or take advantage of our international reach by assessing satisfaction and loyalty globally, adding Latin America, Canada, the United Kingdom and Europe, Australia and/or Asia. And measure your performance against other Fortune 100 and Fortune 500 companies.

March 10-31 Enrollment
April 1-29 Field Surveys
May 2-16 Results Analysis
May 16 Results Delivery
May 25 Webinar

Cost to participate:  $2,500 for US-only and $2,000 for each additional segment (i.e. Canada, Latin America, etc.) included in study.

Confirm participation before enrollment period begins and receive a 10% discount!  Contact Dawn Kirspel to learn more or enroll today.

Contact Center Communication & Connection Study
June 1-August 25

Determine the level of connection between your contact center representatives and your brand – are they proud of your products and your company; are they brand-advocates; do they use your products themselves? Ascertain their views on the training and direction you provide them and the value and effectiveness of intra and interdepartmental communication. Learn their sense of being recognized, empowered and compensated, and their view of your department and company as a place to further their careers. This information can both facilitate improved customer service and strengthen your retention and recruitment efforts. Finally, measure the performance of your contact center and contact center representatives in achieving and retaining this connection and comfort level.

June 1-30 Enrollment
July 1-29 Field Surveys
August 2-16 Results Analysis
August 16 Results Delivery
August 25 Webinar

Cost to participate:  $1,500

Confirm participation before enrollment period begins and receive a 10% discount!  Contact Dawn Kirspel to learn more or enroll today.

Social Media Study
August 1-October 26

Determine how the social media policies and practices of your company and contact center match with consumer expectations and behaviors. Learn what percent of your customers use social media and their demographics, as well as whether that group is growing. Discover how many of your customers use social media to comment on your company and identify which social media channels are most frequented by your customers. And measure your performance in the social media arena against other best-practices Fortune 100 and Fortune 500 companies.

August 1-31 Enrollment
September 1-30 Field Surveys
October 3-17 Results Analysis
October 17 Results Delivery
October 26 Webinar

Cost to participate:  $1,000

Confirm participation before enrollment period begins and receive a 10% discount!  Contact Dawn Kirspel to learn more or enroll today.