Customer Experience Management Solutions

Benchmarking

Knowing your performance in isolation of how you stack up against competitors is of limited value. That is why benchmarks are needed. Benchmarks let firms compare their service quality "scores" against other firms in similar industries. At Forum Research Inc., we have access to one of the largest banks of normative data available for service quality benchmarking in North America.

Having conducted quality of service and customer loyalty measurement programs for a vast number of the country's leading organizations, our consultants have seen a lot of service quality results. This experience gives us a comprehensive database of North American norms against which our client's can compare their own results.

Our benchmarking data includes all facets of service quality measurement, from customer loyalty, satisfaction and retention to performance on specific service elements. Years of experience, focused in the area of customer relationship management, also helps us in understanding what will work and what won't work in your industry. There is often no need to reinvent the wheel when it comes to program design, questionnaire development and the analytics, resulting in quicker execution and precision of learning. And our consulting team is very adept at generating actionable strategic and tactical recommendations – recommendations that we can help you entrench in your business through offering integration and deployment planning assistance.

How does your company stack up against the competition, in the eyes of your customers? Forum Research Inc. can provide normative customer service quality data for benchmarking purposes for a wide range of industries:

Automotive
Banking
Cable
Computer
Construction
Chemical
Distribution
Education
Electric utility
Insurance
Investment broker
Oil & gas
Pharmaceutical
Postal service
Printing
Real estate
Retailing
Steel
Telecommunications
Tourism
Transportation