How we can help?

Competitor Benchmarks, also known as competitor analysis, is a customer experience management (CXM) practice or a framework that weighs competitors and industry leaders and build on specific criteria to understand your organization's best practices and business opportunities. This process of identifying competitors in the industry, investigating various factors, and comparing their strengths and weaknesses is called benchmarking. We help our clients to focus on business objectives and thus ensure them through:

  • Programs to provide important information about your competitive landscape and a better understanding of your position to stand out from competitors or improve them.
  • Timely information on the point of reference of its clients compared to the way of proceeding of its competitors, and thus materialize the growth of our clients facing the current market in all its facets.
  • Capabilities and knowledge to compare localized performance with that of the competition in all its brands.
  • Action tracking capabilities ensure the outcome of your program maximizes value and drives change, setting you apart from your closest competitors and making a difference.
  • Assessments from a brand-neutral perspective removing traditional bias in competitor programs.
  • Evaluations from a brand-neutral perspective that eliminates the traditional bias in the programs of the competition, thus achieving a clear perspective of how to proceed.


Our CX offerings

Program consultation and design

  1. Establish objectives, scope and priorities
  2. Identify key competitors for comparison
  3. Recommend optimised solutions
  4. Engage and co-create with stakeholders
  5. Design Programme Standards, Specifications and Site List documents

Data capture and action tracking

  1. Track and monitor field working
  2. Quality assess every assignment
  3. Respond to any frontline enquiries
  4. Allocate action tracking and monitor
  5. Escalate outstanding actions as required

Program creation and delivery

  1. Obtain client sign-off
  2. Set up Quality Assurance systems
  3. Evaluator Recruitment + Training
  4. Certify evaluators
  5. Set up KODOhub mobile application
  6. Schedule auditors to complete tasks

Reporting and analytics

  1. Generate all site reports and dispatch
  2. Populate GDX interactive Bi reporting compliance tool
  3. Undertake analysis of data collected
  4. Generate QBR (quarterly) reporting
  5. Present insights to stakeholders
  6. Apply learnings to enhance future waves


What makes us different?

Case Study

Key Details

GBW ensured the company could compete in an increasingly competitive sector​ through:

  • A competitor benchmarking program for sports retailers.
  • We completed an assessment of 107 Stores analyzed across 6 countries requiring a program to be set up in multiple languages​.
  • Countries covered: Singapore, Malaysia, Thailand , Philippines , Vietnam, Indonesia.​
  • Regional partner for delivering mystery shopping and competitor benchmark projects.

Frequently Asked Questions

Competitor benchmarking is a like-for-like comparison of competing companies against a set of predetermined brand-agnostic criteria, leading to analysis of the strengths and weaknesses of your competitors.

Our process of benchmarking competitors consists of:

  1. Conducting industry research for rate metrics.
  2. Identifying your competitors.
  3. Assessing each competitor across channels.
  4. Compiling a report of competitive metrics.
  5. Conducting the analysis.

By comparing your performance to your competitors you can understand your potential strengths, weaknesses and trends to come within the market.

From a competitive analysis perspective, this means carefully selecting the right competitors to compare your brand with. From a benchmarking perspective, it means identifying relevant key performance indicators and solving them.

Competitive Benchmarking Analysis is the analysis of the strengths and weaknesses of competitors in the industry. It provides a complete overview of how useful and important the approaches are in attaining the company's desired goals & objectives.

Competitive comparison analysis is the process of identifying competitors in your industry and researching each of their marketing strategies. Using this information as a starting point to identify the strengths and weaknesses of your company in relation to each competitor.


Looking for other services that can help you complete your CX experience? Have a look at our services offerings

Sonata GBW is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. It has presence across USA, Canada, EMEA and APAC regions. If you would like to know more on how we can help you, please fill out the form.