Since 1996, Service Quality Measurement (SQM) Group has been a leading North American customer experience research, consulting, and performance awarding firm. SQM’s primary purpose is to help organizations accurately measure and improve Customer Experience (CX) and to recognize organizations that have demonstrated CX excellence. SQM enjoys a 95% client retention rate and over 70% of our contact center tracking clients improving their contact center’s CX year-over-year.

We have two state-of-the-art research contact centers, with one located in Coeur D’Alene, Idaho and the other in Vernon, British Columbia, to conduct professional perception and transaction surveys. Annually, SQM conducts 1.5 million surveys with customers who have used a call center, email, website, IVR or retail site contact channel. In addition, SQM conducts over 25,000 surveys yearly with employees who work in contact centers. SQM conducts all phone surveys using our own dedicated workforce. At SQM, we have world class employee satisfaction ratings for our Telephone Survey Representatives and very high employee retention.

SQM Group benchmarks over 500 leading international contact centers on an annual basis and has been conducting CX benchmarking studies since 1996. SQM’s customer and employee contact center research database is one of the largest in North America. SQM does business in 15 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, Dominican Republic and Jamaica.

SQM benchmarks and tracks all the major contact channels (i.e., website, call center, IVR, email and site). Our site contact channels include branch, retail store, dispatching and service work. By conducting contact channel benchmarking and tracking studies, organizations can get valuable insights into CX using these contact channels individually or using multiple contact channels, to get their order, inquiry or problem resolved. SQM is recognized as the contact center industry Voice of the Customer (VoC) gold standard expert for measuring and improving CX.

SQM offers five different surveying methods (i.e., phone, email, IVR, online and face-to-face.) Our perception and transaction surveys are based on proven questions that provide accurate results and clear insights on areas to improve CX. SQM’s perception survey focuses on CX interactions (e.g., brand awareness, servicing, renewing) with an organization and is an enterprise wide view of CX. SQM’s transaction survey focuses on CX using a specific contact channel (e.g., call center, email, chat, IVR self-service and web self-service). All survey methods can be integrated into one common database. SQM conducts in-depth face-to-face interviews with customers to understand what they experience for each interaction and touchpoint key moments of truth and, most importantly, to discover CX improvement opportunities. Our call list management system allows us to accurately deliver a survey quota at a customer representative level or any other survey quota level that is required. To ensure the quality of our survey data and feedback collection, SQM monitors 100% of our surveys. The accuracy of each survey method is individually tracked and must comply with our minimum error rate of less than 1%.

Our research analyst professionals have strong analytical and academic (e.g., MA, MSc and PhD) backgrounds. They understand contact channels and stay current with the best practices for capturing, analyzing and reporting VoC data and feedback. Specifically, SQM research analysts use VoC metrics such as one contact resolution, seamless experience, omni-channel experience, customer emotion experience, first contact resolution, customer satisfaction, Net Promoter Score® and net retention index to truly understand CX, operating costs, and opportunities to improve CX.

Our reporting is available in real time via our secure mySQM®™web portal. Customer representatives and supervisors have direct and secure access to their reports and coaching logs. Your analysts have full access to over 60 CX pre-formatted reports which can be easily exported. Furthermore, your analysts can sort and search the data for ad hoc reporting. Our reporting capabilities also allow the integration of VoC survey and call quality assurance evaluation data. Raw data is also available in real time. Paper reports are provided as needed.

SQM provides consulting expertise to assist organizations in their CX improvement efforts. SQM can validate if your contact center practices are best practices. SQM’s best practices are based on our award-winning contact centers’ best practice standards. A best practice validation must have a positive impact on CX. Our understanding of people, process, and technology best practices for improving CX is unsurpassed in the contact center industry. SQM assists organizations in conducting CX journey mapping. The primary purpose of CX journey mapping is to conduct VoC survey research and in-depth interviews with customers to understand what they experience for each interaction and touchpoint key moments of truth and, most importantly, to discover CX improvement opportunities. SQM’s CX improvement cycle (e.g., identify, develop, check and act) assists in helping organizations to develop and execute a CX improvement plan.

SQM’s Awards Program is the most prestigious and sought after North American contact channel CX awards program.
SQM awards organizations that have delivered CX excellence or have significantly improved their CX. Our CX awards are based on customers who have used a contact channel and/or employees who work in a contact center. These awards are considered to be the fairest and most credible CX awards because they are based on VoC survey ratings. We have recognized top performing organizations for CX since 1998. SQM evaluates leading North American organizations such as American Express, UPS, FedEx, Marriott, Sears, Canadian Tire, U.S. Bank, Wells Fargo, Rogers, Capital One, CitiFinancial, Scotiabank, Discovercard and Blue Cross Blue Shield Plans.

SQM Group is an Accredited Business Member of the Better Business Bureau with an A+ rating. This means that SQM Group meets BBB accreditation standards, which focus on the commitment to make a good faith effort to resolve any consumer complaints.