When designing a voice of the customer (VoC) program, one common desire is to have some perspective of how your performance stacks up. Here are three options:
Add benchmark questions to your survey: Ask the customer to evaluate a benchmark company – this could be direct competitor or a "best supplier."
Benchmark against yourself: Companies can answer the “good or bad” question by looking at key segments within their business and creating a "best-in-class" score.
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