Rating programs

Organisations need to embrace the digital revolution along 3 dimensions observable from outside :

  • Digital CX : Usage Status measures a company's impact on the main digital territories: Web, mobile applications, social media & connected objects

 

  • Digital CX :  Digital Proposition measures the digitalizaztion level of a company's interactions with customers and prospects 

  • Transformation Dynamics evaluates observable assets of the company reflecting its digital transformation capability and the current status of this transformation

A rating program includes the assement of competitors on this 3 dimensions. In 2019, rating programs were deployed in France Belgium and Spain on retail banks.

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Available research

CX Presence & Satisfaction of Belgium retail banks

Benchmark of 15 Belgium retail banks. All companies are ranked according to 140 indicators analysing the trafic, features and satisfaction of their websites, mobile applications, and social networks.

Issue Date : November 2018

CX Offers & Journeys of Belgium retail banks

Benchmark of 15 Belgium banks against 400+ indicators. 3 journeys, 7 products subscription process and 12 communication channels are analysed to achieve the ranking.

Issue date : October 2018

CX Presence & Satisfaction of French Retail Banks

Benchmark of 18 French banks and 2 payment service providers. All companies are ranked according to 140 indicators analysing the trafic, features and satisfaction of their websites, mobile applications, and social networks.

Issue date : September 2018

CX Presence & Satisfaction of French insurance sector

Benchmark of 21 French insurance companies. All companies are ranked according to 150 indicators analysing the trafic, features and satisfaction of their websites, mobile applications, and social networks.

Issue Date : August 2018

CX Offers & Journeys of French retail banks

Benchmark of 20 French banks against 400+ indicators. 3 journeys, 7 products subscription process and 12 communication channels are analysed to achieve the ranking.

Issue date : July 2018

CX Presence & Satisfaction of Moroccan Retail Banks

Benchmark of 10 Moroccan retail banks. All companies are ranked according to 160 indicators analysing the trafic, features and satisfaction of their websites, mobile applications, and social networks.

Issue Date : June 2018

Digital Channels Activity of the European Retail Banks

The Digital channels activity analyses assess levels of traffic and engagement over main digital territories (Web, Social media and Mobile apps). We applied this assessment on European retail banks, studying 48 European brands in 5 countries: France, Germany, Italy, Spain and the UK

Issue Date : November 2017

CX Offers & Journeys of French telecom operators

Benchmark of 10 French telecom operators against 162 criteria. 1 journey, 6 products subscription process and 10 communication channels are analysed to achieve the ranking.

Issue Date: October 2017

CX Offers & Journeys of French retail banks

Benchmark of 19 French banks against 236 criteria. 3 journeys, 7 products subscription process and 12 communication channels are analysed to achieve the ranking.

Issue date : September 2017

CX Presence & Satisfaction of French Telecom operators

Benchmark of 20 French and 4 European telecom companies. All companies are ranked according to 160 criteria analysing web position, mobile web position, traffic origins, mobile applications and social networks.

Issue Date : July 2017

CX Presence & Satisfaction of retail banks in France

Benchmark of 19 French retail banks based on 160 criteria analysing web position, mobile web position, traffic origins, mobile applications and social networks.

The study includes Mbank, N26 Germany and Fidor Bank Germany.

All banks ranked according to their digital footprint.

Issue Date : May 2017

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