Today’s organizations face rapidly evolving expectations, internal biases, and limited visibility into competitor experiences—it’s hard to improve your digital platforms. Meanwhile your competitors are building game-changing features behind login walls while you’re analyzing their marketing sites.
Experience Benchmarks show you where you lead, where you lag, and where to invest next. Turn competitive insights into actionable CX priorities with clear visibility into the trends shaping customer expectations in your industry.
Our website and mobile benchmarking frameworks each consist of a comprehensive set of categories, subcategories and attributes covering the full digital experience. These include:
We weight each category, sub-category and attribute according to proprietary surveys that determine the importance of each feature to prospects and cardholders.
Firms receive a rank versus their competitors (from 1 to 14) and score (from 1 to 100) for their overall platform and for every category in the framework. The data shows clients their relative strengths and weaknesses versus competitors.
We perform expert reviews of key digital journeys that clients typically perform on credit card websites and mobile apps (e.g., balances, payment). These reviews impact firms’ scores in most assessment categories.
We highlight industry best practices within each category of assessment, offering concrete examples and screenshots. Clients can use these learnings for inspiration as they build their digital roadmaps.
A customized digital roadmap for better strategic investment. See how your platform compares to competitors, discover your strengths, and uncover the highest-value improvement areas to boost your competitive standing.
Discover exactly where to invest for the biggest impact on your digital experience. A custom Experience Benchmark compares your firm’s platforms against your top competitors, for actionable answers to your biggest strategic questions. Available for any of the industries we serve.