How easy is it to buy from you?
There's an aspect of the customer journey that is often missed with costly side-effects - your sales effectiveness. What would it mean to you if you could offer an experience that increases the number of prospects choosing you?
Do you have a retention problem or are satisfaction levels of existing customers low?
Global Reviews Benchmarks represent the most accurate method of determining how easy it is for a prospective or current customer to do business with you.
Why is this more effective than other methods?
Most satisfaction and referral intent studies rely on customer recall. As consumers, our expectations are often much lower than what is actually possible. Global Reviews benchmarks eliminate the inherent variability in these surveys and focus on evaluating you against what is possible.
We dissect your experience into multiple scenarios and measure you against a best practice framework, against competitors and evaluating prospective customers as they interact with your business.
This allows us to pinpoint where in the customer journey there are weaknesses and as result, accurately diagnose the valuable opportunities that are available to you.
An international, syndicated program
The Global Reviews CEB program is conducted using a syndicated model that spans over 20 industries and 60 individual product benchmarks - the most comprehensive benchmarking program and data set anywhere in the world.
Website
Website
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.
Mobile
Mobile
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
Search
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.
Phone
Phone
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.
Email
Email
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.
Branch
Branch
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.
Chat
Chat
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.
Multi-Channel
Multi-Channel
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 typically deliver the data and insights?
To access the data and insights, you subscribe to a benchmark program that typically consist of quarterly or six monthly assessments. Each assessment 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 workshop setting.
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.
Introducing our new 4CE Web Benchmark
4CE (which stands for 4-Dimensional Customer Experience) is an independent performance measurement and diagnostic tool for improving website customer experience and conversion ability. 4CE will tell you how easy it is to buy from you online and offers the most accurate, quantified and actionable evidence for making important website strategy, design and development decisions.
Get to know more about 4CE
Contact the Global Reviews team
