Business Benchmarking ⋆ Institute of Customer Service

Understand your customers, shape your service strategy, grow your business

Understanding how your customers truly perceive the services you provide can be quite challenging. Questions like what their pain points are, where your organisation excels, whether they would recommend you to others, and how your service compares to others often leave organisations searching for answers.

Business Benchmarking offers a solution. Based on the UKCSI methodology, it provides insights across 26 measures of customer satisfaction. Additionally, Business Benchmarking includes other measures such as Net Promoter Score (NPS), Customer Effort, Customer Loyalty and the volume of customers experiencing a problem.

By utilising Business Benchmarking, you can identify strengths and areas for improvement and compare your performance with the latest UKCSI data within or outside your sector, and for Business to Business focused organisations, a B2B average benchmark.

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Key features of Business Benchmarking

Survey insights

Based on the UKCSI, the survey questions provide valuable data for benchmarking against competitors and leading brands across 13 sectors to understand what ‘good’ looks like

Analytical report

Upon completion, receive a detailed Business Benchmarking report that breaks down the results, including visual summaries, engaging presentations and raw data

Complimentary benefit

Business Benchmarking is a product available as part of The Institute’s Discovery Roadmap and Trusted Advisory Network organisational membership packages

Path to ServiceMark

Engaging in Business Benchmarking is a step toward achieving ServiceMark – an independent accreditation recognising your commitment to exceptional service

Find out more about membership

Insights delivered by Benchmarking

Track customer satisfaction metrics

Measure key customer satisfaction metrics (NPS, Customer Effort)

Pinpoint customer pain points

Understand your customer pain points and where to improve

Uncover strengths and opportunities

Identify and leverage areas of strengths and competitive advantage

Monitor progress over time

Measure year on year results to track improvements and prove return on investment

Benchmark your performance

Understand how you are performing compared to your competitors and other sectors

Gain analytical insights

Get full analytical report including visual summaries, presentation, and raw data

Turn insights into action

Translate your results into actions in your membership engagement plan

Shape your service strategy

Use the findings to shape your customer service strategy

The Process

Discuss your objectives with your Client Development Director (CDD)

Set up the survey in the dedicated portal and upload your customer details

Your customers are surveyed using the same questions as the UKCSI, receiving up to 3 reminders to participate

Receive an analytical report containing a dashboard, summary presentation and raw data

Review your results with your CDD to understand where you can make improvements and how you compare to the UK industry

Update your member engagement plan and improve your service strategy. Repeat your Business Benchmarking to monitor improvements

Your Business Benchmarking Journey