Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider

The Northridge Group was engaged to provide targeted competitive research and mystery shopping to a Fortune 100 communications/technology provider, compare their service model to their competitors’, and prioritize their value-driving initiatives. Objectives included:
- Determining industry benchmarks for standard Customer Service metrics and uncovering any significant gaps in the client’s service model
- Uncovering the most relevant metrics for measuring customer service effectiveness and revealing customer service trends

Northridge gathered insights from competitors and best-in-class companies to benchmark their services and develop support model recommendations
Results were triangulated across research methodologies to identify summary findings and prioritize key investment priorities

Northridge identified opportunities to improve customer satisfaction levels, including discoverability across channels and real-time customer support for advertisers
Northridge recommended a set of immediate, mid-term, and long-term solutions for optimizing web/help center content, ease of use, service quality & speed, and service channel expansion

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