CEBenchmarks™- Our Customer Experience Measurement Benchmarking Tool

CEBenchmarks logo

CEBenchmarks™ is Maritz’ cross-industry customer experience benchmark study that helps you understand how you stack up to competitors and across industries on customer experience transactional measures that matter. It tracks customer experience activity across nearly 40 industry categories. Now, you can see more clearly how your company is doing vs. your competitors on relevant key metrics for your business.

SurveySays

Survey Says is a column in Survey Magazine that features CEBenchmarks.  Each month, Michael Allenson, Strategic Consulting Director, will dig deeper into our CEBenchmarks data and reveal just how satisfied customers are with their transactions. Click on the above logo to see the Survey Says columns.

Key Metrics

CEBenchmarks™ has four core measures that are included in the study across all customer experience categories:

  • Overall Experience Satisfaction
  • Likelihood to Recommend
  • Repeat Purchase/Loyalty
  • Representative Satisfaction (not applicable in limited service transactions)

Additionally, each category includes up to six specific attributes that are presented in a rating battery, as well as up to two context questions.



Our Philosophy

We are dedicated to providing an actionable, representative, and transparent tool:

  • Focused on recent transactions, not general past experience
  • Rigorous approach to sample representativeness
  • Drivers of satisfaction by industry segment
  • Transparent methodology—no black boxes
  • Ability to incorporate benchmark data into Maritz primary customer experience reporting

Industries

CEBenchmarks™ is currently available for the following industries:
• Banking and Mortgage
• Investments
• Credit Cards
• Insurance
• Retail
• Restaurants
• Automotive
• Gas Stations/Convenience Stores
• Hotels
• Wireless, Cable, and Internet
• Shipping
• Utilities


Do you need a framework for setting and using targets? See “Setting Targets for Measures of Customer Satisfaction: Comparing Results Based on Benchmarking versus Linkage Analysis” – a presentation by D. Randall Brandt, Ph.D. and Sharon Alberg. Learn More.

CEB Chart

Most customer experiences occurred between 2 days and one month from the date of the interview.

Results based on data from Quarters 1, 2, 3, and 4 of 2012.

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