Benchmarking Customer Satisfaction Research Program

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Tools and insights that pinpoint how to improve your customers’ contact center experience

The Challenge

Contact center organizations need to clearly identify which actions they can take to maximize the customer experience without breaking their budget or wasting time. Unfortunately, most research initiatives yield only general insights that cannot help the organization truly prioritize their activities and ultimately fail to offer critical insights or drive improvement.

The Solution

The J.D. Power Benchmarking Customer Satisfaction Research ProgramSM provides comprehensive measurement of customer satisfaction and operational performance with an organization’s phone, interactive voice response (IVR), and Web self-service channels, as applicable. A detailed report provides insights on performance comparing it with the top performance standards used in the J.D. Power Certified Contact Center Program.SM Through proprietary scoring and analytics, our research professionals deliver the critical insights necessary to improve the customer experience most dramatically, as well as help your organization prepare for J.D. Power certification, if desired.

Program deliverables include:

  • Contact Center Benchmarking Toolkit—A complete suite of self-assessment tools and cross-industry benchmarks updated annually to help you drive customer satisfaction excellence:

ο  Best Practices Scorecard—More than 200 cross-industry-leading practices for improving the customer experience

ο  Diagnostic Customer Survey—The same survey tool J.D. Power uses in its contact center certification and improvement programs, accessible for one year and used to measure the contact center customer experience

ο  Weighted Drivers of Satisfaction—Cross-industry importance weights of each driver of satisfaction that guides your prioritization of improvement efforts

ο  Key Metric Comparisons—Customized to your organization, comparing your own metrics with those of the highest performers across industries

  • Professional Survey Process Administration—With leadership from our expert research operations management team, a sampling of your customers will receive surveys that measure satisfaction with your organization’s phone, IVR, and Web self-service channels. The survey process will include:

ο  Agent-introduced IVR survey or email survey used to gather customer input

ο  An estimate of field time and a reporting schedule

ο  A professional research team to keep stakeholders abreast of progress

  • Expert Reporting, Analysis, and Recommendations—A comprehensive report and readout by J.D. Power experts, comparing your customer satisfaction and operational performance to high-performers across industries, with insights and specific recommendations on what practices to implement in order to improve most significantly

ο  Clients will receive feedback about each contact center location and know if their current performance would have qualified them for the prestigious J.D. Power Certified Contact Center ProgramSM distinction

The Benefits

Clients that invest in the J.D. Power Benchmarking Customer Satisfaction Research ProgramSM will receive actionable, reliable insights identifying how their contact center operations compareto high-performers, and how they perform on the factors of satisfaction that matter most to customers. For high-performers, this data can be shared with executive management to demonstrate that your operation is truly excellent and meets the highest standards. Regardless of performance, clients will know what operational activities to prioritize in order to close gaps and improve relative performance which will help prevent the operation from wasting time and money on activities that won’t most profoundly impact the customer experience.

Contact us to learn more about the Contact Center Customer Satisfaction Research Program >

"J.D. Power Certification has helped us serve our customers better, and the recognition from such a trusted brand for the level of service we provide has helped us acquire and retain more customers which has had a material impact on our bottom line."

—Kim Flemm, Vice President of Operations, Guardian Retirement Solutions