Customers Can Easily Access Customer and Employee Experience Benchmarks from NPS Prism, a New Benchmarking Venture from Bain & Company, IBM Kenexa Worldnorms, Walker, and the XM Institute
Qualtrics, the leader in experience management, announced that customers using Qualtrics CustomerXM and EmployeeXM now have access to XM Benchmarks and custom market research from the world’s leading providers, including NPS Prism, a new benchmarking venture from Bain & Company, IBM Kenexa WorldNorms, Walker and the XM Institute. Customers can view them directly within the Qualtrics XM Platform to benchmark their customer experience and employee experience programs in real-time and gain insights from other industries and geographies in order to deliver breakthrough experiences across their organizations.
“XM Benchmarks enable customers to identify performance gaps, opportunities and best practices across industries and geographies – all within the Qualtrics XM Platform,” said John Torrey, Chief Ecosystem Officer, Qualtrics. “In the past, customers had to rely solely on internal systems to benchmark their customer or employee experience programs. Customers now have external and internal resources to build, refine and execute their experience management programs on Qualtrics.”
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Qualtrics customers can leverage the library of XM Benchmarks available within the Qualtrics XM Marketplace as either a one-time comparison or to track their ongoing performance against a selection of peer organizations. In addition to XM Benchmarks, Qualtrics is expanding its consultative services through Qualtrics Research Services to help organizations design and deliver customized research to meet their business needs.
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“For the first time, organizations can see how the critical components of their customer experience measure up with the competition. Bain’s NPS Prism identifies the most critical, impactful customer episodes, and provides robust data about a company’s competitive performance on each of them,” said Jason Barro, Partner, Bain & Company. “We’re excited to offer the NPS Prism benchmarks directly to customers on the Qualtrics XM Platform to deliver the powerful, actionable insights that are required to compete in today’s experience-driven economy.”