Benchmarks
Automate data collection process to learn about your company's performance compared against others.
Benchmarks automate the data collection process to understand how your company's performance compares against others. They show how you are doing relative to the industry across a set of metrics, which are benchmarked by key segments against other Medallia Experience Cloud customers within your same industry vertical and horizontal.
Benchmarks are based on Medallia clients' feedback data collected after transactions, or as part of long-term relationships. Each of the metrics for which benchmarks are compiled is computed at the program level for the full calendar year. All segment level tags and metadata are sourced from the actual Medallia expert input by tagging the metadata for their accounts' appropriate programs. All companies are represented the same, as all relevant company data is aggregated first and then ran the relevant calculation of the company-level data (that is, the straight average for Mean). The underlying data was collected through an export of aggregated statistics for all eligible clients.
Analyzing these metrics can trigger discussions about strategy, improvement, and innovation. For example, metrics might reflect that you need to optimize survey design to get lower abandonment and higher response rates, or that you might reconsider the workflow of the survey questions to increase engagement.
Benchmarks require you to have Experience programs or programs created in Medallia Setup to obtain data from. This data is shared with Benchmarks' database based on the settings configured in the Data Sharing for Benchmarks screen.
Current Benchmarks include data from the previous calendar year. For example, Benchmarks for 2021 include data from January 1, 2020 to December 31, 2020. Benchmarks follow these inclusion criteria:
Contract language eligibility.
No accounts from Reseller deals.
Accounts with a minimum of nine months within the Benchmark year (that is, since April 1) to have sufficient sample data.
Accounts that have not churned as of pulling the data (since March of the Benchmark year approximately).
A minimum sample size of six accounts or brands to report metrics for any given combination of cuts. Note this is different from the historical cut-off of eight accounts or brands, to allow for certain key exceptions.
Accessing Benchmarks
To use Benchmarks, roles need the Medallia Benchmarks permission under the Benchmarks section listed in Administrative permissions. For more information, see:
To access Benchmarks, click the Benchmark tile under the Additional signals section and select Data sharing for Benchmarks:
Benchmarks screen
The Data Sharing for Benchmarks screen lists all the available Experience programs for that particular company instance, as well as the legacy programs created in Medallia Setup that have not been migrated to Experience programs and were manually added using Add program. Programs are sorted by the last modified date and can be filtered by status.
- Details pane
- Details pane menu
Details pane
Click on an Experience program to reveal its details pane, which summarizes the most important information of your benchmark, such as:
- Status
- Status of the data sharing, which can be:
Not sharing data — This is the default status before data sharing settings are completed and it remains the same until it is activated for the first time.
Data sharing on — Status after data sharing is activated either by clicking Activate on the Benchmarks editor or Activate data sharing on the details pane menu.
Data sharing off — Status after data sharing is deactivated by clicking Deactivate data sharing on the details pane menu.
- Vertical
- Business market programs fall under.
- Created
- Date and user who created the program benchmark.
- Last modified
- Date and user who last modified the program benchmark.
- Metrics mapping
- Key program metrics mapped to Program fields:
'Likelihood to recommend' score.
'Overall satisfaction' score.
Customer effort score.
For more information, see Metrics mapping.
Details pane menu
Click the details pane menu to:
- Preview program data
- Downloads a JSON file with the data the selected program will share with Benchmarks. Select the time period (either the previous quarter or the previous year) for the data and click Download.
- Activate data sharing
- Only for programs with Not sharing data and Data sharing off statuses. Sends program data regularly and automatically to the Benchmarks' database. Benchmark settings must be valid and completed to activate them.
- Deactivate data sharing
- Only for programs with Data sharing on. It stops sharing program data with the Benchmarks' database.
Creating and managing benchmarks
Benchmarks automatically list the Experience programs from the company instance. However, to share data of legacy programs created in Setup that have not been migrated to Experience programs, manually add them to Benchmarks as follows:
From the Data sharing for Benchmarks screen, click Add program.
Enter the name of the program in Setup.
Optionally, enter a description.
Click Add rule to enter the program rule. This should be the condition string used in the Setup program. For more information on how to build a rule, see Rule builder.
Click Save.
Managing benchmarks
To manage a benchmark settings, click Edit to access the Benchmarks editor.
Benchmarks editor
The Benchmarks editor is the building area to access the different parts required to configure a benchmark. Navigate through the Benchmark editor as desired, without the need of following a specific path, by clicking through using the left navigation pane.
The Benchmark editor includes two sections:
Metadata mapping — Displays different properties to segment a program. For more information, see Metadata mapping.
Metricts mapping — maps each of the three key metrics used in your program to a standardized 0-10 scale. For more information, see Metrics mapping.
