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CASE STUDIES / Customer Experience

Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider

 Communications/Technology

Scope

  • 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

Process

  • 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

Results

  • 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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