Benchmarking of Interest but Little Used
Posted by Jeffrey Henning on Mon, Jun 02, 2008
Vovici just completed a survey of 334 North American organizations about their use of benchmarking for customer satisfaction, employee satisfaction and course evaluation. By far, the greatest interest was in employee satisfaction: 33.6% were interested in benchmarking employee satisfaction and loyalty against that of other organizations. Despite the healthy interest, only 4.3% of responding organizations actually did such benchmarking.
The sample size of organizations using any type of benchmarking was small. However, 76.7 percent of such users were very satisfied or somewhat satisfied with the benchmarks their organization currently uses. For organizations that were neutral or somewhat dissatisfied, this was because the benchmark was incomplete, from their perspective: respondents desired additional breakdowns (by industry subsectors, by geographic region) and additional detail (not just employee-reported satisfaction levels, but comparable turnover and retention statistics as well).
Surveying was conducted in May, 2008, using a convenience sample and is not representative of North American organizations in general