Benchmark Sector
The Industry Benchmark section of your dashboard allows you to track your customer experience performance and check whether you meet the criteria for the InputKit Customer Excellence Award.
It displays your results for five key performance indicators and shows whether you meet the thresholds required to earn a Recognition or an Award.
You can also access detailed comparisons with your industry and get a personalized action plan powered by InputKit AI.
View the Customer Excellence Award Criteria
The Industry Benchmark section displays the criteria for the InputKit Customer Excellence Award based on your industry.
Five key performance indicators are evaluated:
NPS: Measures how likely your clients are to recommend your business.
CSAT: Measures your clients' overall satisfaction.
Google Rating: Represents your business's average rating on Google.
Review Response Rate: Indicates the percentage of Google reviews your business has responded to.
Dissatisfied Client Resolution Time: Represents the average time it takes to address feedback from dissatisfied clients.
For each indicator, you can view your current result and the thresholds required to earn a Recognition or an Award.
Select a Location
If your organization has multiple locations, you can view the criteria and results for each location individually.
To select a location:
Go to the "Industry Benchmark" section of your dashboard.
Click the dropdown menu displaying the location name.
Select the location you want to view.
The displayed results and criteria will update based on the selected location.
Understand the Recognition and Award Criteria
The section displays two columns that allow you to compare your results with the thresholds for the InputKit Customer Excellence Award.
Recognition: Displays the criteria required to earn a Customer Experience Recognition.
Award: Displays the criteria required to earn an InputKit Customer Excellence Award.
For each indicator, the required threshold is displayed in both columns.
An icon indicates whether your result meets the criterion:
Green checkmark (✓): The criterion has been met.
Red cross (✕): The criterion has not yet been met.
This allows you to quickly identify which criteria you already meet and which areas need improvement to reach the recognition thresholds.
View Detailed Comparisons
To access a more comprehensive analysis of your performance, click "View Details" at the bottom of the Industry Benchmark section.
You will find comparison charts that allow you to visualize your results against:
The average performance of businesses in your industry using InputKit.
The results of the previous InputKit Customer Excellence Award winner.
These comparisons help you better understand your position within your industry and identify areas where your business could improve.
Get an Action Plan with InputKit AI
In the detailed Industry Benchmark view, you can also receive personalized recommendations powered by InputKit AI.
Click "Get an Action Plan" to have AI analyze your results and identify the areas that should be prioritized for improvement.
The action plan helps you:
Identify performance indicators that need improvement.
Understand the gaps between your results and your industry's average.
Receive recommendations tailored to your performance.
Determine which actions to prioritize to move closer to meeting the InputKit Customer Excellence Award criteria.
This feature goes beyond performance comparisons by providing actionable recommendations to help improve your results.
How Results Are Calculated
The results displayed in the Industry Benchmark section are cumulative starting in January.
Each indicator is evaluated based on the selected location's results and the applicable Recognition and Award thresholds.
In the detailed view, your results are also compared with:
The results of the previous InputKit Customer Excellence Award winner.
The InputKit network average for your industry, when a sufficient number of businesses are available in the sample.
These insights allow you to track your progress and evaluate your performance against industry benchmarks.
Add or Remove the Industry Benchmark Section from Your Dashboard
You can choose to show or hide the Industry Benchmark section on your dashboard.
To customize its visibility:
Go to the "Dashboard" from the left-hand menu.
Click "Customize".
Add or remove "Industry Benchmark" from your active sections.
Your dashboard will update based on the sections you choose to display.
If you have any questions, feel free to contact us via the chat.