About Benchmark

Why Benchmark

Benchmark is an independent research and consulting firm with extensive experience in metrics-based strategic planning, including tenant, employee and customer satisfaction performance measurement. We operate at the intersection between companies and their customers, organizations and their stakeholders.

Benchmark's mission is to create measurable value for our clients by generating better data to support improved decision-making.

Benchmark creates customized performance metrics programs utilizing both survey research and in-depth interviews. Each project is based upon four key success factors.

  • Understanding what clients need to know
  • Transforming what clients need to know into effective research design
  • Generating superior results that support decision-making and lead to Action Planning
  • Measuring the effectiveness management's decisions and the outcome of implemented Action Plans.

How would Benchmark do this for you? By building a custom designed research program; gathering the information you need to know, learning what is most important to your customers, measuring their level of satisfaction with services and products you provide. That is, did you exceed, meet or fail customers expectations in the areas that are most important and what action plans are needed to improve customer satisfaction?

Sometimes customer satisfaction results from a lucky guess. When it comes to sustaining and growing a satisfied base of loyal customers, however, luck is a poor substitute for knowledge. Companies that establish customer satisfaction programs based on an accurate understanding of the factors that influence customer behavior have a clear competitive advantage in the market place.

Benchmark's research provides insight into how customer think about your company and how satisfaction or dissatisfaction impacts customers' purchase decisions, negotiating strategies, renewals, retention, brand loyalty and employee engagement. Benchmark's Survey Research & Performance Metrics Program is one of the most powerful and cost-effective strategic planning tools available for supporting superior leadership and decision making.

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Benchmark Experience & Innovation

Benchmark's President is a Clinical Psychologist with thirty-five years of strategic consulting, research and organizational experience. Our team in Phoenix and affiliates in Atlanta, Boston and Seattle are industry-leading experts in the areas of commerce, research, software design, infrastructure and cloud computing.

Benchmark brings 100+ years of combined experience to bear for understanding what clients need to know and the proven expertise to transform those information requirements into research design that produces measurable and actionable results. To meet clients' ongoing needs, Benchmark continues to develop its robust and proprietary suite of research software, reporting methodologies and application services. We are particularly adept at expressing complicated numerical data in simple, elegant graphic formats that are easy to understand and use.

Our software and methodology is fully scalable and is currently in use across an array of clients engaged in diverse enterprises, in multiple languages across three continents. Benchmark has created performance metric programs for measuring and improving tenant, customer and employee satisfaction, service delivery, training effectiveness, policy compliance and corporate governance.

This is what we mean when we say that Benchmark is a metrics-based strategic planning and consulting company. We operate where companies and customers, organizations and stakeholders intersect.

Benchmark's expertise, innovations and "firsts" differentiate us from our competition.

1996 - 1998

  • 1st Web-based survey in real estate industry
  • 1st Multi-variable metric for utilizing Tenant/Resident Satisfaction versus
  • Relative Importance for performance comparisons and Action Planning

1998 - 2004

  • 1st Web-based utility for Action Planning
  • Web interface for clients to track and participate in progress of projects
  • Individual Tenant Response Report
  • % Satisfaction Metric
  • Instant Feedback for managers to view responses immediately when submitted by respondents
  • Web-enabled electronic reporting using PDF

2005 - Present

  • Heat Map – utilizing % Satisfaction Metric to unify and integrate comparison results within companies and across an entire industry
  • Individual Tenant Response Heat Map
  • Leasing Opportunity Report
  • Predicting Action Planning Effectiveness

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Benchmarking Satisfaction: Data versus Better Data to Support Decision-Making

All data are not created equal. Satisfaction does not occur in a vacuum. When it comes to measuring customer satisfaction, it is not enough to ask "How satisfied are you with ....?"

Customer satisfaction is a complicated, multifaceted psychological phenomenon. If you want to understand customer satisfaction and understand how it drives customer behavior, you must also purchasing decisions, brand loyalty. Customer Satisfaction Surveys measure management's performance in meeting customers' expectations over time.

Satisfaction scores by themselves provide an incomplete picture. For example, the “Satisfaction” graph below demonstrates the limitation imposed by simply measuring satisfaction without the perspective provided by Relative Importance. Take a look on the right side of this graph, by just measuring satisfaction both Amenities and Security appear to be equal with a score of 3, “Average/Meets Expectations”.

Satisfaction Scores alone do not adequately convey the complete picture. For that, Relative Importance is needed.

In contrast, the Satisfaction versus Relative Importance Comparison creates a multi-dimensional picture of customer satisfaction.

- Customers are considered satisfied with a category when their Satisfaction Scores exceed the Relative Importance Rating.
- Customers are considered dissatisfied with a category when the importance of that category is greater than their level of satisfaction.

The bigger the gap the greater the dissatisfaction. Satisfaction versus Relative Importance prioritizes Action Planning Urgency, creating results to support decision-making

Customer satisfaction is a complicated, multifaceted psychological phenomenon. If you want to understand customer satisfaction and understand how it drives customer behavior, you must also purchasing decisions, brand loyalty. Customer Satisfaction Surveys measure management's performance in meeting customers' expectations over time.

Benchmark's Customer Satisfaction Survey is a performance measurement metrics system that:

  • Measures management's success in meeting customers' expectations in the areas of greatest importance as defined by the customer.
  • Utilizes both Satisfaction and Relative Importance measures to identify prioritize areas in need of greatest improvement.
  • Generates specific Action Plans for improving Customer Satisfaction as applicable to every part of a client's organization.
  • Creates a road map for improving customer satisfaction, retention and brand loyalty.
  • Provides an independent and objective "management services audit" for determining staffing, resource allocation and incentive compensation options.

Benchmarking is one of the most powerful and cost-effective strategic tools available for providing superior management services. Improved tenant satisfaction enhances the bottom line by reducing tenant replacement costs and increasing service reputation among current and potential clients, thereby creating greater brokerage and marketing opportunities.

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Customizing Survey and Reporting that Reflect Your Portfolio and Decision-Making Hierarchy

Information needs differ from client to client, even within the same industry. Information needs change over time.

Benchmark believes that customized research is a collaborative effort between experts. Clients are expert at identifying what they need to know, why they need to know it and how they will use the knowledge generated by the results.

Benchmark's team are experts at understanding client's strategic research goals, identifying the means to achieve those goals and transforming those information requirements into research design that produces measurable and actionable results.

Benchmark's performance metrics system can analyze and compare customer satisfaction data across any set of variables that clients can define. These may include performance comparisons within and between the client's company and across customer groups.

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Components of Benchmarking

Delivering superior quality services requires knowing what customers expect from their services providers, and why. This knowledge cannot be obtained by a onetime "snapshot" of how well a company and its personnel are performing for its customers. Instead, gathering this knowledge involves a process that occurs over time and involves the following four main components.

Objective Performance Measurement establishes a "baseline" assessment of customer satisfaction with service and product delivery, management performance, the relative importance of providers services and products, as well as customer's expectations for the future.

Action Planning utilizes specific data from performance measurement to identify strengths and weaknesses in service delivery, pinpointing areas where improvement is needed. This allows management to strategically allocate resources where improvement is needed most, maximize existing strengths, and address tenant, resident and client issues in the most appropriate and cost-effective manner.

Implementation of action plans and communication with customers demonstrates that their concerns have been taken seriously and will be responded to positively.

Repeat Performance Measure assesses change in satisfaction.

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Measuring Success: Better Data Supports Superior Decision-making for Enhanced Profitability

Companies and organizations exist to fulfill a purpose and achieve certain goals. Success may be measured by fiscal outcome; by dollars earned or spent and volume of services or products delivered, etc. Fiscal success, however, is highly dependent on how effectively a company/organization and its culture bring resources to bear in achieving their stated goals, integrates the means used to achieve those goals in a manner consistent with its culture; learns from experience and adapts to change.

Benchmark's research-based performance metrics methodology helps clients answer business life's most persistent, interrelated and measurable questions:

Did you accomplish the goals you set out to accomplish?
Did you do so in a manner consistent with your company's mission and values?
Did you deliver the services or products you promised? How do you know?
What do your customers and stakeholders think? How do you know?
Did you exceed, meet or fail customers'/stakeholders' expectations? How do you know?
How can you use this knowledge to improve upon a successful process or repair a flawed one?
How do you measure success?

The answer is Benchmark.

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