The customer perspective: inform strategy and decision-making
Business Benchmarking is a measurement of customer satisfaction that your organisation can use to benchmark against leaders in your sector and beyond.
Identify strengths and areas for development and benchmark your performance with other organisations.
Bespoke Business Benchmarking
Alongside the core UK Customer Satisfaction Index (UKCSI) benchmark questions it’s also possible to work with our Research and Insight team to include additional bespoke questions to give specific insight about your customers. We can also help you frame survey questions and reporting requirements to maximise the value of your benchmarking survey. Contact us or your Client Relationship Director to find out more.
How to use the UKCSI Sector reports?
There are 13 industry sector reports available. Each allow you to:
- benchmark customer satisfaction performance against other organisations in the sector on over 30 customer experience metrics
- analyse overall customer satisfaction, NPS, customer effort, trust, reputation
- link customer satisfaction to future buying behaviours, including consumers likelihood to repurchase, remain a customer and recommend
- identify what differentiates the highest and lowest performing organisations in each sector
- understand the latest evidence about drivers of complaints and satisfaction with complaint handling
- compare findings with your own customer surveys, business benchmarking surveys or voice of the customer analysis
- identify key areas of focus, create improvement plans and set measures.
The research behind UKCSI: Customer priorities
The UKCSI is based on the top customer priorities described in the report “Customer Priorities: What Customers Really Want”.
The questions in the UKCSI are based on customers’ priorities – the attributes of customer experience with organisations that are rated as most important by customers. The Institute conducted recent research into customers’ priorities to ensure that the UKCSI remains a relevant and essential benchmark. The output of this research is new insight into both customers’ stated priorities, as well as “softer” factors which may not necessarily have a high stated importance, but nevertheless show a strong relationship with customer satisfaction.