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Benchmarking just got better

posted 11 Mar 2011, 08:07 by Jamie Lywood   [ updated 13 Apr 2011, 09:06 ]
Following the success of the ERIC Benchmarking Programme (2004-9), we are considering re-launching the benchmark with Licensees.  Some of the questions will change to reflect particular current interests of clients.  We have added 4 new questions that relate directly to the issue of referral.  We analyse the customer response to the referral question after 'Relationship', 'Process' and 'Product'.  We then have an overall question at the end of the analysis.  Together we can help clients understand the motivation behind customers' answer to the question ' Would you refer ABC to your friends or colleagues?'
 
The new benchmark will be entirely comparable with the historic ERIC data and will be labelled 'Aspire60'.  Licensees will be asked to provide calls from between 3 and 5 of their clients to kick off some comparable data sets.  Access to Aspire60 will be exclusively through the Licensees.
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