New benchmarking tool measures customer experience.

• Position: NEW PRODUCTS - Maritz Research - Brief article

A NEW TOOL FOR BENCHMARKING CUSTOMER EXPERIENCE MEASUREMENT (CEM) has been introduced by Maritz Research, St. Louis. The tool, called CEBenchmarks, enables companies to understand how they stack up to competitors on key customer experience measures, both within and outside their own industry sector.

The tool collects data continually and delivers quarterly benchmarks on 31 categories of customer experience activity. With the tool, clients can:

* Determine how they fare versus competitors on key metries and selected attributes.

* Examine key differences within important contexts such as transaction type.

* Discover which elements of their customer experience need improvement.

* Look at best-in-class...