Product Update – The priority tab for competitors and CX priorities
Do you want to learn more about how this feature could benefit you?
With the launch of our Digital Experience Dashboard for sales and service in summer 2019, a constant pace of development and innovation started. Together with our clients and market experts, our research, sales and data teams have been improving, testing and rolling out new features and versions with improvements on design and navigation continuously.
In this product update our senior digital researcher Yannick Ludwig will give you a heads-up on a new feature we’re really proud of: the Priority Tab for competitors and CX Priorities.
Priorities for beating competitors and improving CX
In version 4.34, we’ve added the “Priorities” tab directly next to the “Overview” tab in the top navigation. This is a feature we’re really excited about: within a few clicks, the Priorities-feature will let you see your priorities for beating your competitors and for improving your customer experience, on thematic level (Look&Feel, Offer & Brand).
1. Preference for your competitor or for you?
The graph above shows how often you are found, visited, and judged by consumers during their digital customer journey, together with your direct competitors. It also shows the number of times you are preferred as the number one company to buy from, compared to the preference of your direct competitor. We also show on question-level on what topic to improve and why your company rates best.
2. Customer Experience: How do you rate on Look&Feel, Offer & Brand against the competition?
These two graphs shows the difference in score per question between two websites: the website to improve (yes, that’s you!) and the website to beat (selected on the left). If the score is negative, it means the ‘website to beat’ scores better. If the score is positive, your website performs better.
Importance (the graph on the left) is determined by regression analysis. It shows the importance of the different themes on the next phase. By looking at how important certain elements are for the selected phase combined with the difference in score on the right hand side, the right priorities can be set. Note: Look & Feel elements have an indirect influence in the Further Look phase.
