Customers want exceptional experiences. Every single time they interact with you. In whichever channel they choose. But companies too often let them down because their definition of “exceptional” is not anywhere near customers’ expectations.
Know Your Customers’ Best-in-Class Experience
From a customer standpoint, your digital experiences are held to standards far outside of your competitive set. Customer expectations from best-in-class experiences drive expectations for every digital interaction, so experience with your brand is being compared against the best of the best in the digital space.
Get the Full View of Digital Performance
As part of our mission to benchmark and improve customer experiences, J.D. Power is launching the Digital Intelligence Benchmark (DIB), powered by Centric Digital. Starting with their public-facing websites, our clients will be able to measure and continuously improve cross-industry performance aligned to what matters most to customers.
DIB competitively evaluates the digital capabilities most important to customer experience interactions and tracks cross-industry rankings and best practices of public-facing websites.
VoC + Digital Best Practices
The Digital Intelligence Benchmark is an extension to J.D. Power existing Digital Voice of the Consumer (VoC) research. Both are critical components to exceeding customer expectations in the digital space. DIB is based on more than 250 digital best practices, with 90% of the score weighted to the 25 best practices that customers in our VoC studies tell us are most important.