Benefit & Overview
By
participating and subscribing to our Benchmarking Club, you will be
able to:-
-
Identify and evaluate the critical factors influencing customer
acceptance of your online service portal.
-
Measure and track the performance level of critical service
attributes relating to the effectiveness of your online service
portal.
-
Benchmark the performance and reliability of your online service
portal through a 360 degree view using customer centric metrics.
-
Highlight the individual strengths and weaknesses of your online
service portal by gathering customer feedback.
Industries Covered
Internet Banking, Internet
Securities Trading, Internet, Service Providers, Internet Travel, IT
and Computer Vendors, Online Shopping, Retail &Commercial Outlets
Leading companies covered
since inauguration
Tai Fook Securities |
Cathay Pacific Airways |
Cathay Pacific Holidays |
CITIC Ka Wah Bank |
Virgin Atlantic |
HSBC |
Chow Sang Sang Securities |
Standard Chartered Bank |
Citibank |
United Airlines |
Dragon Airlines |
KGI |
iCare |
Singapore Airlines |
Japan Airlines |
Hang Seng Bank |
CASH |
hongkong.com |
Wellcome |
ParknShop |
Yahoo |
Netvigator |
|
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360ºBenchmarking Methodologies
The Project is
divided into three parts with objectives and purpose outlined as
follows:-
Benchmarking Questionnaire
Participating
Companies complete a comprehensive questionnaire, providing
information relating to their online service portal. The findings
will be benchmarked against industry peers and will include areas
such as, but not limited to:-
| · Support Channels (IM etc) |
· Enquiry Response Times |
| · Language Capability |
· Enquiry Resolution Rates |
| · Monthly Hit Rate |
· Portal Availability |
| · Browser Support |
· User Friendliness |
| · Security |
· Technology |
Customer Satisfaction Survey
A cross section of
customers who use your portal on a regular basis will be invited to
participate in an online survey. Quantitative feedback and
qualitative data on a 5-point scale will be gathered regarding all
of the service portal functions and features using customer centric
metrics:-
· FAQ’s |
· Ease of Navigation |
· Self Help Systems |
· Customer Forums |
· Speed & Performance |
· Content Quality |
· Security |
· Customer Loyalty |
Mystery Shopper
In addition to the
Customer Satisfaction survey, our team of experts will thoroughly
utilize the services on your portal, making a professional
assessment on the performance and usability. In addition,
information requests will be made to assess response times and
solution quality. |