J.D. Power Launches Inaugural Digital Experience Intelligence Benchmark of More Than 750 Brands

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Digital Intelligence Benchmark Analyzes the Digital Experience Design of Public-Facing Websites Across Financial Services, Insurance, Tech, Media & Telcom, Home Improvement, Healthcare, Travel and Utilities

With an estimated 49% of total U.S. retail sales influenced by digital touchpoints, customer experience is dictated by variables like website content, ease-of-use, page speed and search engine optimization. To get a better sense of which brands are getting the digital formula just right and to establish best practices for digital properties across a wide range of industries, J.D. Power is launching the new Digital Intelligence Benchmark powered by Centric Digital.

“J.D. Power’s syndicated studies reflect a truth of the modern consumer—digital interactions have an increasingly significant effect on overall customer experience,” said Keith Webster, president of global business intelligence at J.D. Power. “For example, in a study of leading insurance companies, those that had higher digital intelligence had a higher voice of the customer score as measured by J.D. Power.”

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When brands get their digital strategy and execution right, customer satisfaction, retention and advocacy all benefit, but when they miss the mark, the legacy brand can suffer irreparable damage. In a world where customer expectations from best-in-class experiences drive expectations for every digital interaction, this cross-industry benchmark provides the necessary perspective on trends and best practices to inform digital strategies.

The Digital Intelligence Benchmark (DIB) is complementary to J.D. Power’s existing Digital Studies by providing a view into performance of public-facing marketing websites against digital best practices. DIB scores are based on 250+ digital best practices, with 90% of the score weighted to the 25 that customers say are most important (based on J.D. Power Voice of the Customer digital studies). The quintile ranking segments national vs. regional brands.

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J.D. Power’s Digital Intelligence Benchmark is powered by Centric Digital as part of a collaboration the two firms announced in April 2019 to address the growing digital experience and transformation challenges businesses face. DIB will expand to other digital assets beyond public-facing websites in 2020.

“Until now, evaluating best-in-class digital experiences has been a highly subjective exercise that has lacked standardization,” said Jason Albanese, CEO of Centric Digital. “By teaming up with J.D. Power we are providing proprietary competitive intelligence and digital experience roadmaps to help businesses exceed customer expectations.”

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