Digital Service Benchmark

Get a grip on your digital service quality, act upon customer feedback, increase call reduction and benchmark your service levels with our Digital Service Benchmark

Get a Quantitative Grip on Your Digital Service Quality

All you need to know to increase your digital service quality

The Digital Service Benchmark is a one-stop shop for digital service: it delivers all you need to know to increase your digital service quality: we utilize the Customer Effort Score (CES) and Net Promoter Score (NPS), give you channel preference insights, deliver rankings on customer loyalty and pointers for call reduction.

  • Task-driven Digital Service Benchmarking
    Know the digital service quality of your most important service journeys

  • Work with existing Digital Service KPI’s 
    We’ll indicate progress on existing service kpi’s like CES, NES, NPS and channel preference throughout the year.

  • Quantitative and qualitative insights on Channel Preference
    Is your digital service customer experience as adequate and convincing as it should be, or would your clients rather pick up the phone when they contact you again?

What a Digital Service Benchmark study means for your service quality

The Digital Service Benchmark gives you a quantitative grip on your service quality on specific tasks and service journeys and also delivers the qualitative perspective on the “why” of the good and bad of your digital service levels.

Request a demo to discover the dashboard
relevant to your customer journeys.

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The Dashboard

‘Google Analytics for Service Experience: the data in your hands’​

  • Quality Service Data and Benchmark scores in your hands
    Dive in the data yourself, set KPI’s based on the Dashboard that match your companies goals.

  • Prioritize actions with Benchmark Data of Top Service Journeys
    Empower teams to become digital customer journey experts, satisfy customers with effective self-serve, and prioritize the actions that will have the biggest impact on your bottom line.

  • Automated Analysis quickly identifies which service aspects affect performance
    Connect the Dashboard with current systems in PowerBI. Match internal and 3rd party data against WUA’s Service Dashboard for powerful data analytics.

  • Measure and improve NPS at the service task level
    Align your digital customer experiences at task level with your brand strategy and organization NPS.

The Deepdive

Learn from Best Practices of 28.000+ websites

  • A full-expert analysis by sr. customer journey experts
    Get a fresh look at your funnel with world-class recommendations

  • Key best practices
    From your direct competition, best in industry, and best in class

  • Actionable recommendations
    Concrete (data driven) and actionable recommendations to improve your Service level

  • Management summary
    Including overall conclusions and concrete recommendations.​

  • Prioritize actions with Benchmark Data of Top Service Journeys
    Empower teams to become digital customer journey experts, satisfy customers with effective self-serve, and prioritize the actions that will have the biggest impact on your bottom line.

  • Automated Analysis quickly identifies which service aspects affect performance
    Connect the Dashboard with current systems in PowerBI. Match internal and 3rd party data against WUA’s Service Dashboard for powerful data analytics.

  • Measure and improve NPS at the service task level
    Align your digital customer experiences at task level with your brand strategy and organization NPS.

How We Do It

The Digital Service Benchmark delivers the What, the Why and the How of Digital Service

Real customers of different providers (you and your competitors) perform a service task online via desktop, smartphone or app. Each task is evaluated by at least 75 consumers, and the questionnaire is based on the Digital Service Benchamrk of WUA. This validated model gives you the means to structurally test and improve your digital customer experience.

The Digital Service Model

Functional – Rational – Emotional

The Digital Service Model consists of three layers: functional, rational, and emotional. Functional studies whether the path from question to solution exists at all on the website; rational covers the simplicity of the path. Emotional scores the feeling customers have during the process of solving a service question, and to what extent their feelings are positively influenced during their journey. Based of these themes we assign a Digital Service Score to the service performance on different tasks. There are also sub-scores for Channel Preference, NPS and CES.

Let’s aim for excellence in Digital Service together!

We are ready to help you improve your digital service level quality, increase call reduction, and improve your NPS.

Request a demo
Contact us today