Benchmarks

To secure our position as thought leaders, PeopleMetrics regularly conducts independent research on topics related to Customer Engagement. Our Most Engaged Customers Study forms a large part of our benchmarking capabilities, as we believe independent data provides a more reliable external comparison for our clients than a “convenience” sample of client data. With the data collected from the study we are able to provide independent benchmarks in a number of industries, including Banking, Dining, Hospitality and Retail.

For best performing, regional or other comparisons, we also have the capability to share external benchmarks. Overall, PeopleMetrics has external benchmarks from over 1,000,000 customer interviews across a number of industries. In addition, PeopleMetrics has a high performing benchmark comprised of organizations that perform at the highest levels across industries.

PeopleMetrics recommends three types of Customer Engagement benchmarks:

• Independent: Compare your performance relative to the current state of engagement across organizations and industries.
  
  
• Internal: Identify areas in your organization that are excelling at engaging customers and learn from these workgroups and locations.
  
  
• Historical: Assess the success of interventions and actions carried out as a result of a baseline study or previous survey initiatives.