Tuesday, 26 May 2015

Ethics – Benchmarking and Customer Centricity with Proinsight

The presentations and discussions at the recent Retention Convention brought to mind the benchmarking analysis work done by Mystery Shopping and research firm Proinsight. Dave Hopkins from Proinsight has kindly allowed us to replicate a couple of the pages from their annual report here.

The Proinsight Benchmark Score(TM) takes in a number of (primarily sales focused) touch points to build an average industry score, against which Proinsight customers can compare themselves, and hopefully work to improve.

The two key points for us are Data Capture, which is 55% (down 5% from 2013 to 2014), and follow-up, which is a worrying 19%, down 10% on 2013. Check out the follow-up blog post on following-up absent member communications.

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