Data & Analytics

Competitive Benchmarking

Gain Data Insights through Competitive Benchmarking

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State of CX Research Report

Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.

State of CX Research Report

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:


research and administration analytics

Customer Experience research tactics

(surveys, mystery shopping, interviews, focus-groups, speech and text analytics)


UI, and performance metrics

leveraging data

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.

Download the Report

Northridge Perspectives

The Importance of Quality Monitoring for Government Agency Contact Centers

The Importance of Quality Monitoring for Government Agency Contact Centers

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.

The Crucial Connection Between CX Tech & Training

The Crucial Connection Between CX Tech & Training

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.

Additional Data & Analytics Services

Data Integration for Business Process Redesign

Contact Center Speech Analytics

Customer Churn Analytics

Voice of the Customer

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.

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