The Power of Benchmarking Data: How to Successfully Outperform Your Competitors

Benchmarking is a powerful tool for retailers to measure their post-purchase performance, comparing key metrics such as carrier performance and customer engagement against industry averages. It provides retailers with a clear view of where they stand in their market and helps identify areas ripe for improvement.

What is Benchmarking and How Does It Help?

Consider a scenario where a retailer manages logistics across multiple regions. Some locations hit delivery SLAs while others consistently miss targets. Benchmarking pinpoints these discrepancies, showing exactly where improvements can be made and providing insights into why certain regions perform better.

Use Case 1: Logistics Performance

Logistics performance forms the backbone of post-purchase customer satisfaction. Late deliveries, failed first attempts, or high exception rates can deeply impact a retailer's reputation. Key metrics include:

• Carrier On-Time Percentage: How often carriers meet delivery SLAs
• Exception Rate: Percentage of deliveries facing issues
• Delivery on First Attempt: Whether packages reach customers without retries

Use Case 2: Communication Performance

Communication is a powerful loyalty-building tool in the post-purchase phase. Key communication metrics include open rate, click rate, and open-to-click rate. Lower-than-average open rates may signal that timing or subject lines need refinement.

Key Benefits for Retailers

By leveraging Benchmarking insights, retailers can enhance operations, deepen customer engagement, and make strategic decisions building loyalty and driving growth.