Client Request for Enhanced Benchmark and Usage Reporting

Summary:
Clients are increasingly requesting access to deeper performance and usage data beyond the standard 12-month summary report. Currently, this requires manual pulls by the CS team, which is not scalable.

Customer Needs:

• Visibility into overall program success and long-term performance (lifetime metrics)

• Insights into preferred file types by category to align content with user demand

• Access to asset download reports with actual counts (vs. engagement score)

• More granular product-level insights (not just category-level data)

• Access to platform-wide download data for benchmarking (e.g., total category downloads)

• Competitive benchmarking to understand performance vs. industry peers

• Detailed utilization reporting (users, unique users, visit frequency)

Problem:

• Data is not self-serve and requires manual CS intervention

• Limited visibility into trends, performance drivers, and benchmarking

• Current reporting lacks the depth needed for client decision-making and value demonstration

Impact:

• Reduces manual workload for CS

• Enables more strategic, data-driven client conversations

• Improves client retention and perceived value