CASE STUDIES / Customer Experience
Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider
Communications/Technology
Scope
- The Northridge Group was engaged to provide targeted competitive research and mystery shopping to a Fortune 100 communications/technology provider, compare their service model to their competitors’, and prioritize their value-driving initiatives. Objectives included:
- Determining industry benchmarks for standard Customer Service metrics and uncovering any significant gaps in the client’s service model
- Uncovering the most relevant metrics for measuring customer service effectiveness and revealing customer service trends
Process
- Northridge gathered insights from competitors and best-in-class companies to benchmark their services and develop support model recommendations
- Results were triangulated across research methodologies to identify summary findings and prioritize key investment priorities
Results
- Northridge identified opportunities to improve customer satisfaction levels, including discoverability across channels and real-time customer support for advertisers
- Northridge recommended a set of immediate, mid-term, and long-term solutions for optimizing web/help center content, ease of use, service quality & speed, and service channel expansion
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
