A Global Reviews Multi-Channel Customer Experience Benchmarking program across your sales & service journeys represents the most accurate method of determining how easy it is for customers to do business with you.
- Evaluate your digital (web & mobile), telephone and retail sales and service journeys against a best practice customer journey framework
- Compare your results across industries and competitors
- Identify opportunities and priorities to drive improvements in sales conversion and customer satisfaction
- Receive metrics that can be shared internally delivering an independent and longitudinal assessment of your improvement program.
A multi-channel, syndicated program
The Global Reviews Benchmarking program is based on a syndicated model that spans over 10 industries and 60 individual product benchmarks - the most comprehensive benchmarking program and data set anywhere in the world.
Global Reviews' Web CE benchmarks are famous around the world. Compare the quality of your website experience against the local and international competition. The benchmark applies critical success factors from global and cross-industry best practice and delivers recommendation that will improve your customer conversion and retention.
Accessing content and services via mobile devices will soon surpass traditional PC-based browsing. How effective is your mobile experience? The Mobile CE benchmark will evaluate how well your mobile website is delivering to customers. Are you missing opportunities to your competition?
Search engines are an essential ingredient to any customer engagement and online marketing strategy. The Search CE benchmark will evaluate how your placed amongst your key competititors when customers are looking for your products and services online. The right search engine execution will be a key determinant in traffic flow to your website.
Our clients have proven that the application of needs-based sales techniques improves conversion. They are equally effective at driving satisfaction through service-related interactions. The Telephone Customer Experience Benchmark includes an assessment of your performance and key competitors. It identifies where your agents are utilising best-practice sales techniques. Importantly, it highlights what they need to do to drive higher conversion and gives them the tools to do so.
Australians send more emails to companies than any other English-speaking countries. Their expectations are high and the Email Customer Experience Benchmark helps ensure your agents are maximising sales opportunities and retention potential. Our Benchmark compares your performance against your competitors to ensure that you meet the industry standard and go beyond. Assessing sales and service-related emails, the benchmark will turn prospects into customers and advocates.
Measuring the sales effectiveness of branch staff requires an objective measure of the sales technique, not the opinion of a mystery shopper. Our benchmark targets the key drivers of conversion – needs-based selling – with a series of specific questions. Rather than relying on text fields, insights are drawn from shopping scores making it possible to compare between branches and against competitors. The first step to improving Customer Experience is to accurately measure it.
Live Chat is becoming a popular method to support the customer in the consideration and act phases of their purchase journey. The balance between conversation and sales conversion is difficult to strike and our benchmark compares the performance of your agents against local and international competitors. Whether you seek to retain or convert customers, our benchmark will make Live Chat more effective.
Are you sceptical on single-dimensional perception measures to determine how well you're performing as a entire company? Global Reviews is unique in the international marketplace in our ability to benchmark customer experience across two or more customer touchpoints. Targeted for the C-Level executives, the Multi-Channel CE benchmark highlights which channels are compromising your performance with targeted and detailed recommendations to address problem areas.
How do we deliver your results, insights & recommendations?
You subscribe to a continuous improvement program that typically consist of quarterly or six monthly benchmark assessments. Each subscription includes:
- your individual performance against best practice
- competitor performance scores across key sales, service, satisfaction and behavioural metrics
- the identification of priority pain points to conversion
- a presentation of opportunities, insights and prioritised recommendations in a management/stakeholder insights activitation workshop
- login to the Global Reviews Data Portal for 24/7 access to all your results.
Benchmark results are recorded in a Customer Experience Index (CEI) which we use to identify and promote industry leaders and track performance over time. Industry leaders are recognised through our award program.
Do you need to get a handle on your multi-channel customer experience?
Contact the Global Reviews team
Our channel-specific benchmarking programs
Digital Sales Effectiveness Benchmark
Digital Service Effectiveness Benchmark
Contact Centre Sales & Service Benchmark