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We’ve introduced the ability to see not only how a community is comparing to your company average but also the industry average, allowing you to benchmark against others and gain an understanding of what your peers are doing.

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How does industry benchmarking scoring work?

TheIndustry Benchmark Score is calculated by examining communications across all our customers; we crunch through over 50,000 messages per week to establish an industry average performance for a community. This score focuses on:
  • Volume and nature of complaints
  • Number of escalations (due to unresolved issues or matters of high urgency)
  • Issues causing property risk
  • Frequency and severity of customer concerns
  • Challenges in the collections process
  • Volume of support requests (including repeat requests)
  • Problems stemming from the technology being used
We aggregate the score across all customers on a weekly basis.

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Where can I see it?

On the chart on the Trending page of a community card, you will see:
  • a solid line showing you how the score of this specific community has changed over the last period (selected in your date filter in the top right of the page);
  • a dashed line showing you the average community score for the company over that period;
  • a dotted line showing you the average community score for the industry over that period.
Communityscore Pn