Benchmarking

Benchmarking allows Managers or Insights role users to compare their team or organization scores against a benchmark. There are three types of benchmarking:

Time period benchmarking
Internal benchmarking
External benchmarking


	Time period benchmarking	Internal benchmarking	External benchmarking
Description	Benchmark scores for the current wave/period against previous time periods.	Benchmark against different unit groups within the organization. For more information, see Internal benchmarking use cases.	Benchmark scores against other organizations with the help of a third-party panel service.
Examples	Benchmark this year’s results versus the previous year’s result for the annual engagement survey. Note: The Same Period Year Ago benchmark may not be applicable for Engagement surveys as the survey may not be conducted during the same dates in different years.	Manager: Benchmark my team’s scores against the entire organization. Manager: Benchmark my team’s score against my manager’s org (not through internal benchmarks). Insights: Benchmark one business unit against the entire organization. Unit group benchmarks: Compares any Unit group where a user has access to all employees in that group (Not recommended) . Benchmark Intersections: Compares any child Unit group within a parent Unit group as long as the user has at least 1 employee in that child group. Specific comparisons: Non-filterable comparisons set at the user and role level (for example, My Manager’s Comparison). Done using data access and one module per comparison.	Customer experience: CX benchmarks are already done internally. Our Professional Services team can deliver annual vertical-based benchmarks to customers upon request. Social benchmarking: Medallia Social Feedback rival intelligence. Competitive benchmarking via Sense360 by Medallia: Sense360 helps you analyze consumer spending and foot traffic behavior, and deploy targeted surveys to consumers who just visited a store or website. Magnet benchmarking: Benchmarks to support improvement efforts and meet Magnet reporting requirements for healthcare organizations. Market Research benchmarking: Research Services that run custom benchmarking for any interested customer.
Medallia Experience Cloud benchmarking	Uses Experience Cloud Time Period benchmarks.	Uses Experience Cloud Benchmark intersections and/or Extended benchmarking.	Do not use Experience Cloud benchmarking functionality and cannot be displayed in the benchmark dropdown. These benchmarks are provided offline to clients or using Custom Module.

Additionally, there are Benchmark reports with Multiple filter comparisons with separate columns, each with separate filters. For example, Specific comparisons which have non-filterable comparisons set at the user and role level (such as My Manager's Comparison). This is done using an additional data access (My Manager's data) and one module per comparison. Contact your Medallia expert to configure it.

Specific comparisons shows three modules: My Directs, My Manager's Directs and Indirects, and My BU versus Overall Company.

Internal benchmarking use cases

These are common use cases for manager's internal benchmarking. Consider this organization and its levels to understand the use cases, using Judy S. as the manager.

Organization levels for benchmarking, from Org level 5 (lowest) to Org Level 1 (highest).

Benchmark my team’s scores against the organization

Create a benchmark intersection called All Employees and shuttle over the Employee Unit group under the Unit type parent Unit group. As a best practice, use the Unit group benchmarks for most roles as they do not extend data access.

Important: Some organizations may not want to allow managers to benchmark against the entire organization and may restrict the benchmarking to be within the department or business unit only.

Benchmark my team’s scores against my department/business unit

Create a benchmark intersection and shuttle over the department or business Unit group (Org Level 4) or relevant parent Unit group. Note that you can only benchmark against departments that employees within your data access belong to.

Note: In some organizations, a specific level in the top-down hierarchy may represent a Department or Business unit. For example, in Judy S.'s organization, Org Level 3 is equivalent to Department. In such cases, you can also use the appropriate Org Level parent Unit group from the top-down hierarchy. Avoid adding all levels to benchmark intersections as they are confusing to use.

Benchmark my team’s scores against my manager’s org

This benchmarks all employees that directly or indirectly roll up to the Org Level 4. This cannot be done using Experience Cloud native benchmarking capabilities. To do so:

Create a separate data view called My Manager's Org.
Set the data access to the user's Manager's Data Access Hidden Unit group, which consolidates direct and indirect reports.
Create 2 modules side-by-side with the same metrics, which allow users to quickly compare scores against their manager's org. However, it does not show the difference between the 2 scores.
1. Module A contains the user's Employee Confidential Access data view.
2. Module B contains My Manager's Org data view.

Modules show the Survey question for My team and from My Manager's Org.

Tip:

Use the Red-Yellow-Green color coding for users to make comparisons easily with a glance.

Benchmark intersections

Benchmark intersections extend the access to a Unit group (or the Units a user sees on a dashboard) as long as the user has at least one unit in that Unit group. Benchmark intersections are selected using the Benchmark dropdown in Filters and control panels.

Important: If the Benchmark has the > sign next to it, it is not a benchmark intersection but a Unit group benchmark, which does not extent user’s data access. Do not use this type of benchmarks. To disable them, navigate to Medallia Setup Company > Units > Unit groups admin and select HideFromBenchmark.

Filtering

Experience Cloud does not support benchmarking on Event fields.
When filtering using the same Unit group as the Unit group from the benchmark intersection, it filters the scores and the benchmark. However, when using any other Unit group as a filter, it only filters the score.
When using a field as a filter, it filters the benchmark and the scores. Be cautious when assigning Event fields as filters to roles as a user may cut the benchmark in unintended ways.

To use benchmark intersections as filters, follow these steps:

On the Benchmark filter, select the Benchmark you want to compare against.
On the Unit group filter, search for the filter with the same name as the selected Benchmark and choose one of those Unit groups to compare.
For example, select Benchmark = Region on the right and then select REGION = East on left. This ensures the user knows that no matter what other Unit groups filters they select, their benchmark is Everyone in the East region.
Optionally, select any other filters.
Click Run.

Warning: Not following the steps above results in Unit groups appear to filter the benchmark. When this happens, Experience Cloud automatically filters the benchmark intersection Unit group to include only the Unit groups that appear in the filtered data set, that is, the intersection of your data and the selected benchmark. For example, if my data access is set to All Regions but I filter on City = NYC, Experience Cloud automatically filters the benchmark for you to only East region so you can make the most accurate internal comparison.

Consider these examples:

Judy S. runs a team in the West region and would like to benchmark her team against others in the same region.
There is a Benchmark intersection of Region. There is at least one employee in the West region and none in the others. The benchmark column includes all employees in West region to compare the scores to:
- When filtering on Tenure = 1-5 years (Event field), both scores are filtered and Judy S. sees her 1-5 year against all 1-5 year in the West region.
- When filtering on City = New York (Unit group), only her scores are filtered and Judy S. compares her New York scores against All West region.

Judy S. runs a regional team and would like to benchmark her team against others in the same region.
There is a Benchmark intersection of Region. There is at least one employee in the East region and most in the West region. The benchmark column includes all employees in East and West regions to compare the scores to. Experience Cloud does not indicate what regions she has access to in the Benchmark dropdown, but she can look at the Unit group filter that is the same name as the Benchmark filter (Region) to see what groups she has access to. If she sees more than 1 group, then her intersection has more than 1 group by default.
Judy S. default is comparing her East and West against All East and All West
Judy S. can use the Region filter to compare her East against All East or her West against All West.