Metrics by industry
A reading of metrics such as CSAT, NPS, and CES in the context of each industry.
Benchmark reports
See where your customer experience stands in your industry
A number alone is not enough. A metric needs a reference point before you can tell whether it is good or needs work. This section is the home for benchmark reports prepared by the Sadaa team.
Benchmark reports
Comparison gives a number its meaning
A satisfaction score of eighty percent can be excellent in one industry and average in another. Without a reference point it is hard to set priorities or convince decision makers.
The Sadaa team is preparing benchmark reports by industry. Until they are published, the articles in Insights explain the metrics and how to read them in practical terms.
What will the reports cover?
A clear methodology
Sample sizes and measurement methods explained so results can be read with confidence.
Practical implications
What the gap between you and your industry average means, and what to do about it.
Start by building your own baseline
Your best reference point is your own measurement over time. Read our articles on measurement, or email us and we will let you know when the first report is out.