ST. LOUIS—(BUSINESS WIRE)—Maritz Research today announced it is launching CEBenchmarks, a new customer experience measurement (CEM) benchmarking tool. The tool enables companies to understand how they stack up to competitors on key customer experience measures, both within and outside their own industry sector.

CEBenchmarks collects data on a continuous basis and delivers quarterly benchmarks on 31 categories of customer experience activity across several industries, including automotive, retail & restaurants, hospitality, insurance & investments, wireless, cable & internet, and banking & finance. With the benchmarking tool, clients can:

  1. determine how they fare vs. competitors on key metrics and selected attributes,
  2. examine key differences within important contexts such as transaction type,
  3. discover which elements of their customer experience need improvement, and
  4. look at best-in-class comparisons to leading brands in other industries.

“What makes CEBenchmarks such a unique tool is the usability of the information it provides to our clients,” said Dave Fish, PhD, vice president of client solutions. Maritz Research. “CEBenchmarks yields unbiased and complete information about entire industries, even across industries. No other tool is as efficient, representative or transparent in measuring and reporting customer experience data.”

CEBenchmarks has four core measures that are included in the study across all customer experience categories:

  • representative satisfaction
  • overall satisfaction
  • likelihood to recommend
  • likelihood to repeat purchase/loyalty

Additionally, each industry category includes six sector-specific attributes that are presented in a rating battery, as well as up to two context-setting questions.

CEBenchmarks will be offered to Maritz Research clients with three subscription options: base, enhanced and premium. For more information on the CEBenchmarks tool, go to

About Maritz Research

As one of the world’s largest marketing research firms, Maritz Research, a unit of Maritz, helps many of today’s most successful companies improve performance through a deep understanding of their customers, employees and channel partners. Founded in 1973, it offers a range of strategic and tactical solutions concentrating primarily in the automotive, financial services, hospitality, technology, telecommunications, and retail industries. The company has achieved ISO 20252 registration, the international symbol of quality. It is a member of CASRO, ESOMAR, MRA, and is the official sponsor of the American Marketing Association.

For more information, visit or contact us at 1-877-4MARITZ.

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