Customer Experience Benchmarking (CEB) sits at the core of the Global Reviews product family.
The Global Reviews CEB program is conducted using a syndicated model that spans over 20 industries and 60 individual benchmarks - the most comprehensive benchmarking program and data set anywhere in the world.
To access the data and insights, organisations must subscribe to a benchmark that typically consist of quarterly or six monthly assessments. Each assessment includes:
- individual performance against best practice
- competitor performance scores across key sales, service, satisfaction and behavioural metrics
- the identification of priority conversion pain points
- a presentation of key issues, opportunities and insights
- prioritised recommendations and best practice examples in a management/stakeholder workshop setting.
Each benchmark is recorded in a Customer Experience Index (CEI) which we use to identify and promote industry leaders and track performance over time. Industry leaders are recognised through our award program.
Website
Website
Global Reviews' Web CE benchmarks are famous around the world. Compare the quality of your website experience against the local and international competition. The benchmark applies critical success factors from global and cross-industry best practice and delivers recommendation that will improve your customer conversion and retention.
Mobile
Mobile
Accessing content and services via mobile devices will soon surpass traditional PC-based browsing. How effective is your mobile experience? The Mobile CE benchmark will evaluate how well your mobile website is delivering to customers. Are you missing opportunities to your competition?
Search
Search
Search engines are an essential ingredient to any customer engagement and online marketing strategy. The Search CE benchmark will evaluate how your placed amongst your key competititors when customers are looking for your products and services online. The right search engine execution will be a key determinant in traffic flow to your website.
Phone
Phone
Our clients have proven that the application of needs-based sales techniques improves conversion. They are equally effective at driving satisfaction through service-related interactions. The Telephone Customer Experience Benchmark includes an assessment of your performance and key competitors. It identifies where your agents are utilising best-practice sales techniques. Importantly, it highlights what they need to do to drive higher conversion and gives them the tools to do so.
Email
Email
Australians send more emails to companies than any other English-speaking countries. Their expectations are high and the Email Customer Experience Benchmark helps ensure your agents are maximising sales opportunities and retention potential. Our Benchmark compares your performance against your competitors to ensure that you meet the industry standard and go beyond. Assessing sales and service-related emails, the benchmark will turn prospects into customers and advocates.
Branch
Branch
Measuring the sales effectiveness of branch staff requires an objective measure of the sales technique, not the opinion of a mystery shopper. Our benchmark targets the key drivers of conversion – needs-based selling – with a series of specific questions. Rather than relying on text fields, insights are drawn from shopping scores making it possible to compare between branches and against competitors. The first step to improving Customer Experience is to accurately measure it.
Chat
Chat
Live Chat is becoming a popular method to support the customer in the consideration and act phases of their purchase journey. The balance between conversation and sales conversion is difficult to strike and our benchmark compares the performance of your agents against local and international competitors. Whether you seek to retain or convert customers, our benchmark will make Live Chat more effective.
Multi-Channel
Multi-Channel
Are you sceptical on single-dimensional perception measures to determine how well you're performing as a entire company? Global Reviews is unique in the international marketplace in our ability to benchmark customer experience across two or more customer touchpoints. Targeted for the C-Level executives, the Multi-Channel CE benchmark highlights which channels are compromising your performance with targeted and detailed recommendations to address problem areas.
Why benchmark?
Customer-centric and high performance organisations understand the critical importance of benchmarking. Not only does it provide a barometer of current and future performance, it:
- represents a mature approach to strategic planning and program management
- keeps a regular eye on market trends, competitor tactics, new ideas and innovations
- maintains alignment to customer expectations and best practice sales and service technique.
Our new 4CE Web Benchmark
The 4CE Benchmark is an independent, practical performance measurement and diagnostic tool for improving online customer experience and performance. It provides comprehensive, multi-dimensional and actionable evidence about the experience you provide to your prospects and customers.
The 4CE Benchmark provides you facts and insights about how your web experience stacks up against your customers’ expectations and your competitors’ offerings. The detailed report pinpoints the areas with the highest priority for improvement and provides evidence and examples for action planning.
The 4CE Benchmark can help answer the following questions:
- How does our website performance compare to our competitors and do our competitors offer a better experience than us?
- How are we performing against best practice and where are we falling short of customer expectations?
- What are the factors that influence my prospect's decision-making?
- Where are customers dropping out of our online sales funnel and are our customers satisfied with the experience we provide?
- What do we need to do to improve our website experience and conversion performance?
- Of all the things we can do, what are the priorities we need to focus on?
To learn more about 4CE, download the Fact Sheet.
Contact the Global Reviews team
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