Customer Satisfaction Benchmarks Provide Context.
Context for feedback data is always good. Are certain accounts in your Strategic or Tier 1 segment thriving while others struggle?
Find trends within segments with Benchmarks.
In this particular example, ACME Corp is less likely to Recommend the company and thinks that 3 parts of the relationship can be improved: Account Management, Ease of Doing Business, and whether the company Cares.
These rate much lower than other strategic accounts seem to think these areas are a 7/10.
ACME Corp also rates several touchpoints very high: the Sales Materials, Technology, Call Center, and the Accounting department.
These are a 9/10, and much higher than other strategic accounts. Interesting.
Next steps: Your team has great framework for what to discuss when approaching the people within the account for follow-up and find out why ACME Corp differs from their peers.
Use the Account X-Ray report to see who specifically rated your company low.