News

Maritz Research releases customer experience measurement benchmarking tool

October 27, 2011

Maritz Research has announced it is launching CEBenchmarks, a new customer experience measurement (CEM) benchmarking tool. According to the company, the tool enables companies to understand how they stack up to competitors on key customer experience measures, both within and outside their own industry sector.

CEBenchmarks collects data on a continuous basis and delivers quarterly benchmarks on 31 categories of customer experience activity across several industries, including automotive, retail & restaurants, hospitality, insurance & investments, wireless, cable & internet, and banking & finance. With the benchmarking tool, clients can:

• determine how they fare vs. competitors on key metrics and selected attributes,
• examine key differences within important contexts such as transaction type,
• discover which elements of their customer experience need improvement, and
• look at best-in-class comparisons to leading brands in other industries.

"What makes CEBenchmarks such a unique tool is the usability of the information it provides to our clients," said Dave Fish, PhD, vice president of client solutions, Maritz Research. "CEBenchmarks yields unbiased and complete information about entire industries, even across industries. No other tool is as efficient, representative or transparent in measuring and reporting customer experience data."

CEBenchmarks has four core measures that are included in the study across all customer experience categories:

• representative satisfaction
• overall satisfaction
• likelihood to recommend
• likelihood to repeat purchase/loyalty

Additionally, each industry category includes six sector-specific attributes that are presented in a rating battery, as well as up to two context-setting questions.