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Maritz Launches CEM Benchmarking Tool
In the US, customer loyalty specialist Maritz has launched a new benchmarking tool for customer experience measurement (CEM). CEBenchmarks allows companies to compare their customer experience metrics across their own and other industry sectors.
The tool collects data on a continuous basis and delivers quarterly benchmarks on 31 categories of customer experience activity across several industries, including automotive, retail & restaurants, hospitality, insurance & investments, wireless, cable & internet, and banking & finance.
Features include: competitor comparisons on key metrics; tracking transaction type; identification of areas of concern and provision of best-in-class comparisons to leading brands in other industries. The four key measures are: representative satisfaction, overall satisfaction, likelihood to recommend and likelihood to repeat purchase.
Dave Fish, VP Client Solutions Maritz Research says the tool is unique for its usability: 'CEBenchmarks yields unbiased and complete information about entire industries, even across industries. No other tool is as efficient, representative or transparent in measuring and reporting customer experience data.'
The firm's clients will be offer three subscription options: base, enhanced and premium.
Web site: www.maritzresearch.com .
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