Media Scorecard

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

ThemeStatementPerformance Score Input
ConvenienceIs simple and easy for customers to use/access

80%

80
ConvenienceIs available when customers need them

78%

78
ReliabilityConsistently meets customers’ expectations

80%

80
ReliabilityHas fast resolution of customers’ problems

82%

82
ReliabilityListens to customers/is responsive

81%

81
TrustProtects customers’ data

85%

85
TrustRespects customers’ privacy

83%

83
TrustRatings & reviews are available

79%

79
TrustIs knowledgeable about their product/services

85%

85
PersonalizationKnows their customers

80%

80
PersonalizationUnderstands the customers’ needs

80%

80
PersonalizationCommunications are personalized to the customer

80%

80
PersonalizationRecommends products/services that are relevant to the customer

79%

79
PersonalizationHas a consistent experience across all interactions (online/offline)

78%

78
ValueOffers loyalty programs that reward customers

74%

74
DelightSurprises/delights customers

79%

79
ExpertiseEducates customers about how to better use their product/service

78%

78

Results

Theme Performance

ThemePerformance Score InputIndustry Performance ScorePerformance Gap
Convenience7979

0

Reliability8181

0

Trust8383

0

Personalization7979

0

Value7474

0

Delight7979

0

Expertise7878

0

Theme Performance + Importance

Average Performance ScoreConvenienceReliabilityTrustPersonalizationValueDelightExpertiseIMPROVEHigh ImportanceLow PerformanceMAINTAINHigh ImportanceHigh PerformanceIGNORELow ImportanceLow PerformanceDEPRIORITIZELow ImportanceHigh Performance20304050607080901000%5%10%15%20%25%30%ConvenienceReliabilityTrustPersonalizationValueDelightDriver Importance

Action Items

ThemeStatementImpact of Improvement
ConvenienceIs simple and easy for customers to use/access
ReliabilityConsistently meets customers’ expectations
ReliabilityHas fast resolution of customers’ problems

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