Catalogue Clothing; Credit Cards; Health Insurance; Home Insurance; Life Insurance; Loans; Mobile Phones; Mortgages; Motor Insurance; Savings; Telephone Banking and Utilities. To see a complete list of ERIC Benchmarked companies (2004-2009) please click HERE

Numerous Public Sector organisations and other companies from outside the standard industries have used ERIC to benchmark their empathy performances and wish to keep their findings confidential.

The Difference Between ERIC and ASPIRE60 Analysis and Reporting

In 2011, under Compathy, it was decided to up-date the ERIC Benchmarking Programme to include the ASPIRE60 questions.  Specifically this retains all the correlations with Profitability and adds a new dimension by asking 4 key questions at particular points of the analysis:  The new questions allow the analyst the opportunity to clarify the referral conundrum created by many NPS question sets - 'On what grounds does the customer intend to refer a particular organisation to their colleagues or friends? - is it the people, the process or the product?'

The new Questions include: 

Question 36:

Answered only at the end of ‘Developing a Relationship’

Question 60:

All ASPIRE60™ benchmarks must be sponsored through an existing Licensee covering the relevant territory (UK & EMEA etc.)

How we Measure:

• Participating Companies supply 120 calls from their target Contact Centre.  These are filtered for sound quality; fairness / appropriateness; security and collection distribution.  Personal and sensitive data is removed from the calls and 40 are distributed to Accredited Researchers via a very secure FTP site.
• The Researchers (who are CRB checked) listen to the interactions and carry out 3rd party analysis online.  They identify soundbites that can be used for any future experiential presentations to client organisations to support the findings and make them come alive.
• The analysis and comments are monitored and quality checked
• The findings go live on the dedicated online portal for client access - estimated time from receipt of calls to publication - 1 week

Secondary Analysis (optional):

• Licensees will offer secondary analysis from a conference call 'walk-through' to a full presentation of the findings including soundbites, competitive analysis and facilitated workshop to discover root causes and strategic development
• Licensees are fully equipped to support ASPIRE60 clients in training, coaching, and re-alignment of internal call quality performance measures
• Comparable measures can also be included from face-2-face interactions, correspondence (letter and email), internal engagements as well as across functions including Complaints; Collections; Sales; Service; Help Desks; etc.

• The cost to measure against the ASPIRE60 question set is agreed between you and your chosen Licensee and is dependent on the services you require.  

• Your company name, industry and function will be included in the analysis and other participants will be able to view your findings if your scores are registered in the 1st, 2nd, 3rd or final Quartiles (i.e. in the top 60).  If your overall score is outside the top 60 then your findings will be confidential and available only to you.
• You are provided with a User Name and Password by your Licensee and the Login tab is available at www.empathy.co.uk 

• Being one of the best companies in the World at making your customers feel good is high praise indeed and Compathy will work with organisations both internally and externally to exploit this opportunity.  Often, we will ask you whether you would be happy for us to write up your story as a case study and to attend conferences with us, or your licensee, as co-speakers.
• Licensee analysts are happy to investigate with you, your own scores and correlations with other metrics (either financial or operational) and to write up documents for outside news and press stories as required.
• When asked, Study Tours can be organised to companies within the ASPIRE60 listing.