Benchmarking Groups
Private Sector Customer Satisfaction Benchmarking
Your company may be improving year on year or achieving positive results, but if you are viewing your results in isolation, how do you know whether good is good enough?
At ORC International we specialise in helping organisations to conduct and get the most from their business to business and business to consumer market research. We have been providing a benchmarking service for the past 11 years.
Each year, companies are invited to submit their data based on a set of questions commonly asked in customer satisfaction surveys. We then compile two private sector customer satisfaction benchmarking databases – Business to Business and Business to Consumer – and analyse data to enable one organisation’s performance to be compared against that of all others.
Membership of our benchmarking groups is free and is open to anyone involved with b2b and b2c research.
What are the main benefits for you?
All those who contribute data receive a free and personalised benchmarking report, which highlights their performance compared with the average across all contributors and the best in class. The reports are completely confidential – only the top performer on each question is identified.
Through this database we are able to provide our clients with:
- Comparisons against overall and sector specific norms across a wide range of questions and topic areas providing an external context against which your results can be judged
- A representation of their position relative to others identifying where there is cause for celebration and room for improvement and enabling you to set appropriate targets.
More than just comparing data…
At ORC International we believe that benchmarking is about more than just making comparisons against norms. In addition to providing insightful reports, we hold an annual customer satisfaction benchmarking meeting to enable survey practitioners to network with colleagues, discuss results and share best practice.
Who should join?
Anyone involved in customer or service research. Contributors to the benchmarking database cover a range of sectors. It doesn’t matter how often your customer satisfaction research is conducted, whether it is continuous or ad hoc, or what methodology is used.
Those attending the meetings have a wide range of experience. Some have run several surveys, others are planning their first. The size of organisation is not important, as many of the issues are the same.
How to exchange data prior to a benchmarking event
To submit data, please use the appropriate form below. The data exchange forms contain a set of standard questions commonly asked in customer satisfaction surveys. Your questions may not be worded exactly as shown on the form, but please send us your own wording and, as long as it is judged to be true to the spirit of the standard question, your data will be included.
- Download a data exchange form
PDF Version or MS Word Version
Please submit the completed form by e-mail to: benchmarking@orc.co.uk
For further information, please contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
