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