cx-benchmark-methodologylisted

Use to compare CX performance to a published or vendor benchmark without fooling yourself — scope mismatch, survivor bias, and definition mismatch usually make external benchmarks incomparable, and internal baselines often beat them. Trigger for "how do we compare to industry", "is our CSAT good", benchmark slide for the board, vendor benchmark report, "are we above average", outsourcing RFP benchmarks, or when someone cites a round-number industry standard.
rulebase-co/rulebase-skills · ★ 1 · Testing & QA · score 72

Install: claude install-skill rulebase-co/rulebase-skills

# Benchmark methodology Someone finds a benchmark — a vendor PDF, a conference slide, an analyst "industry average" — and asks whether the operation is above or below it. The honest answer, most of the time, is: **you cannot tell from the number alone**, and presenting the comparison as if you can is how bad decisions get funded. Benchmarks sell certainty. Operations run on definitions, scope, and survivorship. When those do not match, the gap between your metric and theirs measures incomparability, not performance. This skill structures an honest comparison: what would need to be true for the benchmark to apply, what usually is not true, and when an internal baseline is the better reference. ## The four mismatch classes Before any "we are X% below industry" statement, check all four. Most external comparisons fail at least two. | Mismatch | What it means | Typical symptom | | --- | --- | --- | | **Scope** | Different markets, channels, segments, or product complexity | Your email-heavy B2B queue compared to a vendor's voice retail average | | **Survivor bias** | The benchmark population excludes failures | "Top quartile programmes" that dropped out; published CSAT from responders only while you report all surveys sent | | **Definition** | Same label, different formula | Their FCR is same-day close; yours is no reopen in seven days | | **Selection** | The benchmark is voluntary, paid, or self-reported | Customers who buy benchmarking software skew larger and more mature