Benchmark Report

“The report alone is worth the entry fee. It represents the best consultancy fee I have ever spent”

- Previous entrant

Each entrant receives a tailored benchmark report comparing their capabilities to other entrants. This rich document comprises three main parts:

  1. Your benchmark results. You are provided with scores in each of the five Customer Experience Capabilities. These are benchmarked against others in your chosen industry sector and against all entrants. For each capability, you are given:

    • Your score
    • Average score (industry and overall)
    • Best score (industry and overall)

    This information is invaluable in helping you identify your strengths and weaknesses.

  2. Benchmark data. The assessments generate a number of data items that are reported each year: further information to guide your improvement efforts.

  3. Commentary. Each year, the assessors comment a number of issues relevant to delivering great customer experiences. Entrants have found these commentaries invaluable in shaping their thinking. Topics previously addressed include:

    • Hiring customer evangelists
    • Measuring customer experience
    • Managing multi channel service delivery
    • Picking leaders
    • The power of values
    • High reliability organisations

    Case studies drawing on the practice of leaders in the field of customer experience are also featured in the report.