Competitor Benchmarks

Executive scorecards increasingly include customer experience scores which rely on meaningful measure.

Keeping a finger on the pulse of customer "touchpoints" requires performance benchmarking over time. Customer and competitor metrics are useful but often do not explain why a change in performance has occurred or how to address it.

Symplicit's benchmarking services provide qualitative insights which extend on these metrics in a systematic and repeatable way. Techniques including expert evaluations and comparative benchmarks guide in-depth analysis of a specific "touchpoint" based on ISO standards and heuristic guidelines . Usability testing is also used to benchmark performance before and after a change is implemented.

Our analysis identifies changes that will improve performance and actions which will effectively differentiate your "touchpoint" from that of competitors. Clients find we quickly identify the reason for a downward trend and remedy it with a minimum of fuss.

Measures of customer experience based on qualitative benchmarking can be rolled up into Executive scorecards and used by Design and Development teams to roll out performance improvement based on usability and usefulness that differentiates your offering. Qualitative benchmarking supports the transition from monitoring to action in a cycle of improvement.