Media Scorecard

Please rate your company on how well it performs when customers get information, make a purchase, or resolve an issue.

Theme	Statement	Performance Score Input
Convenience	Is simple and easy for customers to use/access	80% 80
Convenience	Is available when customers need them	78% 78
Reliability	Consistently meets customers’ expectations	80% 80
Reliability	Has fast resolution of customers’ problems	82% 82
Reliability	Listens to customers/is responsive	81% 81
Trust	Protects customers’ data	85% 85
Trust	Respects customers’ privacy	83% 83
Trust	Ratings & reviews are available	79% 79
Trust	Is knowledgeable about their product/services	85% 85
Personalization	Knows their customers	80% 80
Personalization	Understands the customers’ needs	80% 80
Personalization	Communications are personalized to the customer	80% 80
Personalization	Recommends products/services that are relevant to the customer	79% 79
Personalization	Has a consistent experience across all interactions (online/offline)	78% 78
Value	Offers loyalty programs that reward customers	74% 74
Delight	Surprises/delights customers	79% 79
Expertise	Educates customers about how to better use their product/service	78% 78

Results

Theme Performance


Theme	Performance Score Input	Industry Performance Score	Performance Gap
Convenience	79	79		0
Reliability	81	81		0
Trust	83	83		0
Personalization	79	79		0
Value	74	74		0
Delight	79	79		0
Expertise	78	78		0

Theme Performance + Importance

Action Items

Theme	Statement	Impact of Improvement
Convenience	Is simple and easy for customers to use/access
Reliability	Consistently meets customers’ expectations
Reliability	Has fast resolution of customers’ problems

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