• Ambulatory Care77 0.0%
  • Consumer Shipping81+1.3%
  • Cooperative Utilities78+2.6%
  • Federal Government68.0+6.4%
  • Hospitals75 0.0%
  • Investor-Owned Utilities75+4.2%
  • Local Government72.5+13.3%
  • Municipal Utilities72+5.9%
  • U.S. Postal Service73 0.0%
Ambulatory Care77 0.0%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping81+1.3%
Cooperative Utilities78+2.6%
Credit Unions82.0+1.2%
Department & Discount Stores78+5.4%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations76+1.3%
Health & Personal Care78+6.8%
Health Insurance72.0+4.3%
Hospitals75 0.0%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail83+3.8%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities75+4.2%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities72+5.9%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores80+3.9%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73 0.0%
Wireless Telephone Service71+1.4%

Transforming Customer Feedback
Into Management Solutions.

Benchmarking/Competitive Intelligence

Are you acting strategically to nurture and grow your existing customer relationships? In today’s highly competitive business climate, satisfying and retaining customers is critical to business success. By monitoring your customers’ experiences, you can take action to protect existing customer relationships and potentially grow revenue within your customer base.

As you protect your own business, your competitors are doing the same. Simultaneously, they may be targeting your most valued customers and attempting to keep you from acquiring more.

CFI Group helps organizations understand how to manage and grow customer relationships through the science of the American Customer Satisfaction Index (ACSI). The same science can be applied to measure competitive performance and answer the following questions:

  • How do the quality of your products or services compare to competitors?
  • What competitive strengths can be leveraged in a customer acquisition campaign?
  • What competitive weaknesses need to be addressed to prevent your customers from defecting?
  • What best practices exist in the marketplace?
  • How do customer needs and priorities differ among competitive firms?
  • Why would potential new customers choose to do business with you—or with someone else?

Process Overview

CFI Group’s Benchmarking and Competitive Intelligence solution gives you the power to hear the voice of your competitors’ customers, understand where competitive strengths can be used to acquire new customers, and determine threats existing in your business.

Using an “apples-to-apples” comparison of scores, relative performance can be measured to provide direct benchmarks of performance quality. Through the ACSI impact analysis, you will know how customers’ needs and priorities differ and why certain types of customers might find you—or one of your competitors—more attractive. Further, open-ended questions will provide direct insight into customers’ perceptions of industry best practices.

This solution leverages CFI Group’s Customer Feedback Insights platform. It includes the CF Analyze suite which combines the ACSI modeling engine with ad-hoc analysis tools to deliver actionable insights regarding competitive performance. Specific recommendations for improvements are provided by highly trained consultants, including detailed SWOT (strengths/weaknesses/opportunities/threats) analysis findings.

SWOT analysis scatterplot

Ultimately, the CFI Group Competitive Intelligence solution allows you to view the marketplace through the same lens with which you view your own customer experiences. As a result you can make tactical improvements that protect your own client relationships, while simultaneously making strategic decisions on how to grow market share profitably.

Give us a call, or contact us, so that we can begin exploring how Benchmarking can help you improve the customer experience in a way that impacts your organization’s bottom line.