Qualtrics Rolls Out XM Benchmarks

Experience management (XM) platform Qualtrics has launched a system of XM Benchmarks, to help organizations compare their customer satisfaction, patient perceptions and employee engagement levels against industry peers and competitors.

SAP-majority owned Qualtrics provides solutions for clients to continually assess and improve the four 'core experiences': Customer, Employee; Product, and Brand. Its new XM Benchmarks are powered by feedback from the firm's nearly 17,000 customers spanning dozens of industries around the globe, in addition to targeted panel data from surveys, and a collection of human sentiment data.

The new Employee Engagement Benchmarks are composed of data from over 250 science-based questions, to measure the 25 key drivers of every employee's experience - including work-life balance, respect and collaboration, while the Patient Experience Benchmark compares patient experiences across 500 hospitals in the US (all 50 states and Washington DC). The CX Agent Performance Index Benchmark measures friendliness, knowledge and understanding, to help organizations compare their customer care agent performance against competitors and peers; and the CX Support CSAT Benchmark allows customer care teams to compare their overall satisfaction scores and support performance.

Brad Anderson (pictured), President of Products and Engineering, claims: 'Qualtrics has more experience benchmark data within our XM Platform than any other company. The insights our platform delivers allow our customers to identify performance gaps, opportunities and best practices across industries and geographies and take action - all within the XM Platform'.

Web site: www.qualtrics.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.