We've introduced the ability to see not only how a community is comparing to your company average but also the industry average, allowing you to benchmark against others and gain an understanding of what your peers are doing.
How does industry benchmarking scoring work?
The Industry Benchmark Score is calculated by examining communications across all our customers; we crunch through over 50,000 messages per week to establish an industry average performance for a community. This score focuses on:
Volume and nature of complaints
Number of escalations (due to unresolved issues or matters of high urgency)
Issues causing property risk
Frequency and severity of customer concerns
Challenges in the collections process
Volume of support requests (including repeat requests)
Problems stemming from the technology being used
We aggregate the score across all customers on a weekly basis.
Where can I see it?
On the chart on the Trending page of a community card, you will see:
a solid line showing you how the score of this specific community has changed over the last period (selected in your date filter in the top right of the page);
a dashed line showing you the average community score for the company over that period;
a dotted line showing you the average community score for the industry over that period.
