Measuring customer experience over time provides a valuable insight into performance trends. But comparing your results against those of your peers provides even deeper insights into how well your organization is meeting the expectations of customers across the market.
Customer ratings from the XM Institute help you to clearly understand the leaders delivering the best customer experiences in each industry and identify how your organization compares. These results can be included within your Qualtrics CX dashboards to provide an ongoing comparison, and to help prioritize customer experience activities and investments.
With the Overall Customer Rating Benchmarks you can:
Understand the overall performance of your Customer Experience program using 3 key criteria — success, effort and emotion
Compare your performance to industry peers and against the market overall
Identify the industries delivering best-in-class customer experiences and see the top providers within each industry
Establish Customer Experience program goals based on company and industry comparisons of overall customer experience.
Close competitive customer experience gaps
Prioritize strategic business initiatives
Compare your CX program to similar companies in your industry
Access to a collection of benchmark reports and the corresponding data used to measure the overall customer experience.
Customer Ratings – Overall is a cross-industry, open standard benchmark of customer experience. To generate these ratings, we asked >10,000 U.S. consumers to rate their recent interactions with 294 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.
Industries covered include:
Computers & Tablets
Hotels & Rooms
Rental Cars & Transport
TV/ Internet Service
TVs & Appliances
INCORPORATE INTO YOUR QUALTRICS DASHBOARDS
Include XM Institute Customer Ratings – Overall into existing Customer Experience dashboards to serve as a reference point for your customer experience program performance.
SERVICE AND IMPLEMENTATION
The inclusion of the XM Institute Ratings – Overall can be included within the initial delivery of Qualtrics CX report views, or can be easily added at a later time.