Setting the bar for achievement

MarketTools CustomerSat enables you to measure a variety of key performance metrics, such as overall satisfaction, NPS, and top box.  To address questions about relative performance, such as “Is that a good score?” MarketTools runs benchmark studies and shares the results with participating companies.  

MarketTool CustomerSat Quarterly Benchmark Reports include performance metrics from leading companies measuring similar performance attributes.  To ensure comparability, the same base of participating companies is used for quarter-over-quarter comparisons.  Based on survey responses from tens of thousands of respondents, the basic Benchmark Reports also include:

• Metrics of specific performance attributes
• Indices of overall satisfaction and loyalty

In some cases, results are also presented for specific verticals. Each participating company’s performance scores are kept strictly confidential.  Only aggregate scores are made available to other participating companies.

Benchmark Plus Program

The MarketTools CustomerSat Benchmark Plus program provides benchmark data with an even greater level of detail. For each performance attribute, benchmark-participant mean scores are provided, and your ranking among all participants are shown. For confidentiality, participating organizations are not identified with individual mean scores.

Part of a CustomerSat Benchmark Plus Report for ABC Company.

Here, on Technical Skills, ABC ranks eighth highest and slightly below the mean among twelve companies.