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Customer Portal Benchmarking

Staying one step ahead of the competition!

Understanding, inspiring and retaining customers

Challenge
Solution
Benefits
Expertise
Contact

Concept (PDF)
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Your Digital Challenges

USER-FRIENDLY TOUCHPOINTS
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Provide real added value, make it recognizable and usable.
USE BUDGETS CORRECTLY
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Find digital solutions, not "business as usual".
OPTIMAL CUSTOMER CARE
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Increase customer loyalty & leverage upselling potentials.

Customer Portal Benchmarking

Solution

The solution: our Benchmarking for digital customer portals

	Valid results
	Direct feedback from actual visitors to your customer portal On-site recruitment of users with a specific reason for visiting

	Comparative values
	Multiclient study allows realistic assessment of own results Best practices & trends as input for further development of the portal

	Cost / Efficiency
	Appropriate price-performance ratio through multi-client study Clear recommendations for action to further develop the portal

	Flexible
	Flexible field time Quick implementation through standard questionnaires, but individual adaptions are possible.

Our E-Business-Expertise

Automotive

Telecommunication & IT

Media / TV

Consumer Goods

Energy & Infrastructure

Industrial Goods

E-Commerce

Finance

Customer Portal Benchmarking

The Benchmarking analysis provides you with:

Determining the position of your customer portal in the market
Performance optimization of your digital touchpoints
Identification of your unique selling points
Numerous best practice solutions including prioritisation measures for new developments
Concrete impulses for strategic and operational development

Customer Portal Benchmarking

Purpose / Elements / KPI

Visit success

A standardized questionnaire enables benchmarking with other customer portals (also across industries)

Overall Satisfaction

brand / provider
customer service
customer portal

UX-Criteria

Brand Impact & Customer Loyalty

Evaluation of general & portal-specific functions

Customer Portal Benchmarking

Delivery of results – Psyma Consultancy Reports

All participants

General Benchmarking Report

Exklusively for brand

Brand Report / User-Profile Report
Verbatims / comments as original statement

Customer Portal Benchmarking

Purpose / Elements / KPI

Intensive Exchange on Results, Best Practices & Trends

Round table meeting with the study participants

Peer Networking

Exchange of experience among participants

Topics & outcomes can include the following:

Customer Portal Benchmarking

Our approach / procedure

Website Benchmarking – Our Services

Feedback from real users

Recruitment of participants directly in the customer portal.
Invitation either as a layer in the login area of the website or as a push notification in the app.

Flexible field time and duration

Industry-specific questions

Cross-Industry Benchmarking

Customer Portal Benchmarking

Our approach / procedure

Services & Timing

Step 1: Set-Up

ca. 4 weeks
Field preparation
Questionnaire design
Technical implementation

Step 2: Field time

Step 3: Results

Step 4: Round-Table Meeting

Benefits

The Benchmarking analysis provides you with:

Actionable Results & concrete Recommendations for Optimisation

a) KPI Scores

	Individual KPI results per brand
	Comparison with average/ benchmarks
	Time comparison

b) SWOT & Recommendations

	Maintain strengths and reduce weaknesses
	recommendations for action per participant / brand

c) Best Practice Examples & Trends

	Presentation of the best examples / solutions
	Visualisation via screenshots
	Current trends & innovation

Useful extensions

	Individual additional questions to the standard questionnaire
	Workshops to determine the status quo and meaningful further developments / next steps
	Qualitative approach (e.g. community) to develop further useful content

Benefit from our Expertise

	Website-Benchmarking Technical and content standards that work.
	Consulting Addressing individual requirements, adjustments to the standard.

	User Perspective Specialized competence center for the digital customer journey. Knowledge and understanding of usage motives and behavior.
	Practical Recommendations Get specific recommendations backed by Psyma’s years of expertise in website benchmarking studies and UX research.
	Beyond Benchmarking We support you with the next step. From idea development to success measurement.

We love to share - selected Cases

We conduct research for a large number of national and international companies in a wide range of industries. We are happy to share our know-how and experience with you. Here we present some selected cases from the field of e-business & digitalization.

Digitalization in the financial industry 2022 - Psyma Trendbarometer – 3rd wave

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