Our Services · Sector Benchmarking
See how you really compare
Independent mystery shopping benchmarks built around the customer behaviours that actually matter. Compare your performance with the wider sector without commissioning a large bespoke programme.
Why benchmarking needs a rethink
A benchmark should tell you more than where you rank
Traditional benchmarking can reduce complex customer experiences to an index or composite score. Silent Benchmark uses the same journey, behaviours and methodology across every organisation so you can see where the customer experience differs and why.
Traditional benchmark
- Composite index
- Overall rank
- “You are below average”
- Data output
Silent Benchmark
- Observable behaviours
- Behaviour-by-behaviour comparison
- Where the experience differs
- Evidence and practical priorities
How the shared programme works
A shared syndicated approach
Several organisations participate in the same independently designed sector programme. Silent Customer sets a common customer journey, scenario, sample and set of observable behaviours. Every participating organisation is measured consistently.
This creates a like-for-like comparison while the shared programme model reduces the cost of participation.
01
Define the sector journey
Silent Customer establishes the core journey and the behaviours that matter across the category.
02
Measure consistently
Every participating organisation receives the same scenario, sample logic and assessment method.
03
Compare performance
Each participant sees its results against the wider benchmark.
04
Show the evidence
The output explains the behaviours behind the numbers and the most useful priorities.
An accessible way to start using mystery shopping
Benchmark without the bespoke price tag
01
More accessible
Shared design and delivery costs create a lower-cost route into high-quality mystery shopping.
02
Comparable
Every organisation is assessed against the same journey and observable behaviours.
03
Actionable
Participants see the specific behaviours behind performance rather than relying on one index score.
04
Lower commitment
A business can join a sector benchmark without first designing a large bespoke programme.
The output
What participants receive
01
Your performance
How the business performed on the customer behaviours measured.
02
The sector benchmark
How the same behaviours compare with the wider market.
03
Strengths and gaps
Where the business leads, matches or trails the benchmark.
04
Silent Summary
The headline story, implications and priority areas to consider.
Example Silent Summary page. Illustrative data.
Choose your route
Two ways to benchmark
01
Shared sector programme
What it is
Join a syndicated Silent Benchmark alongside other businesses in the category.
Best for
Lower cost, standard methodology and sector comparison.
02
Bespoke competitor benchmark
What it is
Build a private programme around the client’s own journey and selected competitors.
Best for
More flexibility, custom measures and private programme design.
Upcoming sectors
Interested in a benchmark for your sector?
We are developing new Silent Benchmark programmes in customer-facing sectors where businesses would benefit from independent comparison at behaviour level.
Know where you stand. Understand why.
See how your customer experience compares with the sector and which behaviours could make the difference.
