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Benchmark Editor (CX)

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About the Benchmark Editor (CX)

Benchmarks are a metric standard that enable you to understand how your organization’s overall experience compares against industry peers, and to establish overall customer experience, NPS, or digital experience goals based on company and industry comparisons. The benchmark editor allows you to upload benchmarks to your CX dashboard, so they can be more easily loaded onto your widgets.

Inside dashboard setting, benchmark tab is selected. On the center of the page, benchmarks created are listed in a table

Qtip: Have you purchased the XMI Customer Ratings? The benchmark editor is the fastest and easiest way to upload this data to your dashboard.

Adding Individual Benchmarks

Qtip: You cannot create benchmarks for custom metrics.
  1. Go to the settings of your dashboard.
    Button that says Settings and has a gear icon
  2. Select Benchmark Editor.
    Benchmark tab selected to left; add benchmark button in blue upper-right
  3. Click Add Benchmark.
  4. Select Create a new benchmark.
    New window opens and items are selected as described in steps
  5. Click Next.
  6. Select a dashboard field you would like to benchmark against.
    We have selected CES in this dropdown. That's a field we made on our dashboard, not a preexisting one

    Qtip: The only fields you can select are Number Set and Numeric Value.
  7. Click Next.
  8. Select Use Your Own Data.
    Use your own data is selected
  9. Click Next.
  10. Name your benchmark.
    Fields for each of the following steps
  11. Select the type. Benchmarks can be 3 different types:
    • Average: This will compare the average of your metric with the benchmark. This is useful for metrics like CSAT, Ease of Use, and Likelihood to Return.
    • Top Box/Bottom Box: This is a number between 0 and 1 that represents the percentage in the top box/bottom box. This will compare the average of your metric with the benchmark.
    • NPS: This will compare the NPS of your metric with the benchmark.
  12. Set a metric value. This is the benchmark itself, the standard we are holding our selected metrics to.
    Qtip: With Top /  Bottom box, the percentage should be written as 0.XX. For example, if the value is 34.56%, write it here as 0.3456.
  13. Click Save.

Creating and Updating CX Benchmarks in Bulk

If you need to upload benchmarks to your dashboard in bulk, you can upload them from a file. These steps will take you through how to get a template, prepare your file, and upload your benchmarks.

You can use this method to upload new benchmarks or update existing benchmarks.

Uploading New Benchmarks

  1. Go to the settings of your dashboard.
    Button that says Settings and has a gear icon
  2. Select Benchmark Editor.
    Benchmark tab selected to left; add benchmark button in blue upper-right
  3. Click Add Benchmark.
  4. Select Import from file, then click Next.
    New window opens
  5. Select New benchmarks.
    Second question, benchmark import type, new benchmarks are selected. Dropdown, then blue text "download template"
  6. Click Download template.
  7. This file will contain all the numeric and number set fields mapped to your dashboard.
    Excel sheet

    Qtip: Check out your Dashboard Data page if there are fields that need their names or field types changed, or if you need to add a new field.
  8. In the header, add the names of the benchmarks you want to upload.
  9. Add the corresponding benchmarks for each dashboard field. You may have several blank rows.
    Example: For 2020 Goals, our CSAT benchmark is 3.71 out of a 5 point scale, but our NPS is 8.5 out of a 10 point scale.
  10. Save your file in one of the following formats:
    • CSV UTF-8 Encoded
    • TSV
      Qtip: TSV is recommended if your field names contain characters not used in the English alphabet. See TSV / CSV Upload Issues for troubleshooting help.
  11. Back in the benchmark editor, select your file delimiter. CSV is comma, and TSV is tab.
    Delimiter option at top of benchmark editor window; bottom, browse button for grabbing files
  12. Click Choose a file and upload the file you created.
  13. Click Next.
  14. Confirm the data is mapped correctly.

    Qtip: Click Back in the bottom-left to go back and adjust settings or upload a new file.
    Qtip: Check out TSV / CSV Upload Issues for troubleshooting help.
  15. Click Next.
  16. For each dashboard field, choose the format of the benchmark data. Is the benchmark presented as an average, a top box / bottom box, or as an NPS?
    Arrows upper-right, list of fields, then bottom-right Next button

    Example: In this screenshot, we are only configuring the format for benchmarks set for our field named “ResSat.”
    Qtip: Use Apply to All to select the same setting for multiple benchmarks.
    Qtip: If you are only uploading one benchmark for a given field, there may be only one field on the page.
  17. Use the arrows to navigate through each field and its benchmarks. You will not be able to proceed until you’ve determined the metric format for each one.
  18. Click Next.
  19. Benchmarks will be listed by field. Double-check that they are formatted correctly.
    Import button bottom-right

    Qtip: To make changes, click Back on the bottom-left.
  20. When ready, click Import.

Updating Existing Benchmarks

Qtip: This workflow is for editing benchmark values. To rename a benchmark, edit it individually.
  1. Go to the settings of your dashboard.
    Button that says Settings and has a gear icon
  2. Select Benchmark Editor.
    Benchmark tab selected to left; add benchmark button in blue upper-right
  3. Click Add Benchmark.
  4. Select Import from file, then click Next.
    New window opens
  5. Select Update benchmarks.
    second question, benchmark import type, set to update benchmarks. Dropdown with multiple benchmarks selected. Then blue text, download template
  6. If you are updating existing ones, use the dropdown to select the benchmarks you want to update. You can select multiple.
  7. Click Download template.
  8. This file will contain:
    Excel spreadsheet

    • All the numeric and number set fields mapped to your dashboard
    • Any benchmarks you indicated that you want to update.
      Qtip: Check out your Dashboard Data page if there are fields that need their names or field types changed, or if you need to add a new field.
  9. Add the corresponding benchmarks for each dashboard field. You may have several blank rows.
    Example: Our CSAT goal for 2020 is 4.71.
  10. Save your file in one of the following formats:
    • CSV UTF-8 Encoded
    • TSV
      Qtip: TSV is recommended if your field names contain characters not used in the English alphabet. See TSV / CSV Upload Issues for troubleshooting help.
  11. Back in the benchmark editor, select your file delimiter. CSV is comma, and TSV is tab.
    Delimiter option at top of benchmark editor window; bottom, browse button for grabbing files
  12. Click Choose a file and upload the file you created.
  13. Click Next.
  14. Confirm the data is mapped correctly.

    Qtip: Click Back in the bottom-left to go back and adjust settings or upload a new file.
    Qtip: Check out TSV / CSV Upload Issues for troubleshooting help.
  15. Click Next.
  16. For each dashboard field, choose the format of the benchmark data. Is the benchmark presented as an average, a top box / bottom box, or as an NPS?
    Arrows upper-right, list of fields, then bottom-right Next button

    Example: In this screenshot, we are only configuring the format for benchmarks set for our field named “ResSat.”
    Qtip: Use Apply to All to select the same setting for multiple benchmarks.
    Qtip: If you are only uploading one benchmark for a given field, there may be only one field on the page.
  17. Use the arrows to navigate through each field and its benchmarks. You will not be able to proceed until you’ve determined the metric format for each one.
  18. Click Next.
  19. Benchmarks will be listed by field. Double-check that they are formatted correctly.
    Import button bottom-right

    Qtip: To make changes, click Back on the bottom-left.
  20. When ready, click Import.

Adding XMI Customer Ratings Benchmarks to a Dashboard

This section goes over how to implement the XMI Customer Ratings benchmarks on your CX Dashboard, once you have access. To learn more about the methodology and how to get access, see XMI Customer Ratings.

  1. Go to the settings of your dashboard.
    Button that says Settings and has a gear icon
  2. Select Benchmark Editor.
    Benchmark tab selected to left; add benchmark button in blue upper-right
  3. Click Add Benchmark.
  4. Select Create a new benchmark.
    New window opens and items are selected as described in steps
  5. Click Next.
  6. Select a dashboard field you would like to benchmark against.
    We have selected CES in this dropdown. That's a field we made on our dashboard, not a preexisting one

    Qtip: The only fields you can select are Number Set and Numeric Value.
  7. Click Next.
  8. Select Qualtrics XM Institute Data.
    First option selected
  9. Click Next.
  10. Select which benchmark type you want to add. You can click View report next to any option to download the full report, complete with methodology and findings.
    Consumer NPS, Digital, and Overall options, which are described below. Next button in blue, bottom-right

    • Consumer Net Promoter Score (NPS): The XMI Customer Ratings – Consumer NPS® are comprehensive Net Promoter® Score (NPS®) benchmarks based on data gathered on leaders in the Customer Experience industry. Click here to learn more about their methodology.
    • Digital: The XMI Customer Ratings – Digital are benchmarks that provide a reference point for companies looking to compare their digital customer experience against peer organizations. Click here to learn more about their methodology. If you select this option, you can also choose whether you’re benchmarking off of Ease, Likelihood to Return, Overall, or Satisfaction.
    • Overall: The XMI Customer Ratings – Overall is a cross-industry, open standard benchmark of customer experience. It evaluates experiences across three dimensions: success, effort, and emotion. Click here to learn more about their methodology. If you select this option, you can also choose whether you’re benchmarking off of Effort, Emotion, Overall, or Success.
  11. Click Next.
  12. XMI benchmarks are updated with new data annually. You can choose the year of the benchmark data you want to use. You can click View report below the dropdown to download the full report, complete with methodology and findings.
    Fields for each of the described steps
  13. Enter a name for the benchmark.
  14. Select the industry the benchmark should belong to.
  15. Select the reference point for the benchmark. Your options are:
    • Leader: The score of the industry leader.
    • Industry Average: The average score of the selected industry.
  16. Click Save.

Notice of New XMI Benchmark Data

When a new year’s worth of XMI benchmark data is available, you’ll receive a notification on the top of the benchmark editor.

  1. Click View Updates.
    Blue banner appears at the top of the benchmarks page
  2. You’ll see a list of benchmarks you’ve created that use outdated XMI data (i.e., using 2019 data instead of the newest 2020 data).
    New window opens listing benchmarks affected
  3. To switch all the benchmarks listed over, click Update.
  4. Your benchmarks will be updated accordingly.
    Green banner appears along the top to show you've successfully updated benchmarks

Qtip: You may also get an in-product notification to let you know about the new data.

In product notification stating there are new benchmarks to use

Adding Patient Experience Benchmarks to a Dashboard

The Patient Experience Benchmarks are comprehensive Net Promoter® Score (NPS®) benchmarks based on data gathered with the ANCC Magnet Recognition Program.

Qtip: The Patient Experience benchmarks are included in CX 1, 3, and 5 licenses and will appear in the benchmark editor by default. If you have questions about your license, reach out to your Customer Success Representative.

Methodology

Qualtrics worked collaboratively with the ANCC Magnet Recognition Program to support the 2019 Magnet Application Manual guidelines and created a crosswalk of patient satisfaction survey questions that meet the nine categories for patient satisfaction with nursing. The crosswalk was approved by the ANCC Magnet Program in July 2019.

Respondents were asked questions corresponding to the facility at which they received care. Questions included aspects of nurse, doctor, and team performance, along with overall satisfaction and experience.

Uploading Patient Experience Benchmarks

  1. Go to the settings of your dashboard.
    Button that says Settings and has a gear icon
  2. Select Benchmark Editor.
    Benchmark tab selected to left; add benchmark button in blue upper-right
  3. Click Add Benchmark.
  4. Select Create a new benchmark.
    New window opens and items are selected as described in steps
  5. Click Next.
  6. Select a dashboard field you would like to benchmark against.
    We have selected CES in this dropdown. That's a field we made on our dashboard, not a preexisting one

    Qtip: The only fields you can select are Number Set and Numeric Value.
  7. Click Next.
  8. Select Patient experience.
    Benchmark editor window. Patient Experience is the second option, under the XMI customer ratings
  9. Click Next.
  10. Name the benchmarks.
    In editor, a dropdown, then a multiple choice option
  11. Choose from the following healthcare roles, or select Overall for overall benchmarks not specific to a role.
  12. Choose the type of facility you want to benchmark against. Try to match as closely as possible to the facility you collected data on.
    Two dropdowns, then a multiple choice for metric. Import button bottom-right
  13. Choose from the benchmarks provided.
  14. Choose between an average and top box metric to compare your data against.
    Qtip: Certain benchmarks are only available as one metric or the other.
  15. Click Save.

Displaying Benchmarks in Widgets

After your benchmarks have been uploaded to the editor, you can add them to your dashboard widgets.

  1. Make sure your dashboard is in editing mode by clicking Edit Page.
    Edit page selected in upper-right of dashboard
  2. Add a widget, or double-click an existing widget.
  3. Select Add Metric to add a metric, or click an existing metric to edit it.
    Metric expanded from widget editing pane on right; window opens with another metric field, this one a dropdown, with benchmarks listed at the bottom
  4. This metric needs to be changed to a benchmark. You can select which one by selecting the Metric dropdown and highlighting over Benchmarks.
  5. Select the field that the benchmark should be compared against.
    Field dropdown is next after metric, then display type

    Example: For NPS benchmarks, the field you compare against should be a measure of NPS. For a CES benchmark, the field you compare against should be a measure of CES. Only Number Set and Numeric Value fields appear here.
  6. Select your display type:
    • Display difference: Display the difference between the benchmark and the field being compared against it. The value will be negative if the benchmark is higher, and positive if your data’s value is higher.
    • Display benchmark: Display the exact value of the benchmark.

Widget Compatibility

Once you have uploaded your benchmarks to your dashboard, you can add benchmarks to the following types of widgets.