Skills CX operations
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.
npx rulebase-skills install cx-benchmark-methodologyWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “how do we compare to industry”
- “is our CSAT good”
- “are we above average”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
The four mismatch classes
Before any "we are X% below industry" statement, check all four. Most external comparisons fail at least two.
When external benchmarks are usable
External benchmarks are occasionally worth citing when all of the following hold: Definition is published or obtainable, Scope matches yours, Sample method is known, The comparison serves a decision.
When internal baselines beat external ones
Internal comparisons are often more decision-ready than external benchmarks.
Board and vendor contexts
Board packs — external benchmarks belong in an appendix, never as one of the three headline numbers, unless you have verified definition and scope match and the board understands the residual uncertainty.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
