Data & Analytics
Competitive Benchmarking
Gain Data Insights through Competitive Benchmarking
Our Approach
Providing seamless and innovative Customer Experiences that favorably compare to your competition can seem like a daunting task.
Stay ahead of the curve by ensuring you have the right data and analytics in place to measure your performance versus the competition.
Northridge works with organizations to extract data and unearth valuable insights, enabling their leaders to make smart decisions that positively impact their customers and their bottom lines.
Measuring Competitor Performance
Our Competitive Benchmarking services utilize data analytics to compare an organization’s performance to that of its competitors. The resulting insights drive operational and marketing adjustments that improve customer acquisition, retention, and product development initiatives.
Our Competitive Benchmarking services focus on data first and include a variety of methods of data point collection:
Design
research and administration analytics
Customer Experience research tactics
(surveys, mystery shopping, interviews, focus-groups, speech and text analytics)
CX
UI, and performance metrics
Northridge Insights
Leveraging Data to Mine Insights and Deliver Value
In this article, The Northridge Group presents a four-part framework that educates business leaders on how to turn structured and unstructured data into meaningful insights that inform decisions, drive actions, and result in measurable business outcomes.
Northridge Perspectives
The Problem of Too Much Data: How to Take Action in the Face of Data Overload
Data is everywhere. In today’s age it is now possible to collect charts and graphs and metrics for almost everything we do. But what happens when a complex institution is pulling data from multiple, unrelated sources and needs to get clear, simple direction from that...
Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers
In our previous post, we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. The benefits of data...
Harnessing the Power of Data to Improve First Contact Resolution
It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this problematic scenario begins playing out with an increasing number of customers, quick action is...
Additional Data & Analytics Services
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you achieve your goals.
