About Surveying

SQM conducts accurate, reliable and actionable post-contact surveys for contact channels (e.g., call center, email, IVR self-service and web self-service) and is recognized as the contact center industry Voice of the Customer (VoC) gold standard expert for measuring contact channel customer experience. If you are truly interested in understanding your customers’ experiences using your contact channels, we offer five different post-contact surveying methods (i.e., phone, IVR, email, face to face, and website pop-up) that will provide your organization with meaningful and actionable VoC data.

Your technology systems compile contact lists and sends to SQM within one day of customers having used a contact channel. Customer lists are sent to SQM in a secure manner. Lists include information for each customer such as contact type, line of business, value of account, time of call, length of call, date of contact, CSR who handled contact, skill set of CSR and if the call was transferred or customer was put hold. Before customers are called using SQM’s predictive dialer, call lists are scrubbed based on CSR or contact channel quota requirements, client business rules, do not call list and dialed out based on a random sample of customers who have recently used a contact channel. SQM’s quota management technology is one of the most sophisticated technologies used by a research firm for managing quota at the CSR level. Our quota management system evenly spreads out the surveys required to be completed at the CSR level for the month. Another example of our quota management system sophistication is when CSRs go on vacation our quota management system will either automatically front or back load CSR survey quota requirements in order to achieve survey quota requirements.

SQM OFFERS A VARIETY OF SURVEY METHODS SUITABLE FOR ALL THE CUSTOMER CONTACT CHANNELS YOU OPERATE

Survey Options

Phone Survey

Phone Survey

Phone surveys are conducted by SQM’s Telephone Survey Representatives based out of our state of the art Coeur d’Alene, Idaho and Vernon, British Columbia research centers. SQM uses a predictive dialer which randomly chooses customers to ask them to participate in a post-contact channel survey. When dialing customers, SQM shows client name on customer phone display in order to achieve higher customer survey accept rates. Customers are surveyed within 1 business day of using your contact channel (e.g., call center, email, IVR self-service, web-self-service) to resolve an inquiry or problem. The phone survey is typically 3 to 5 minutes in length and uses between 5 to 20 rating and open-ended questions. The open-ended questions provide detailed customer feedback comments and is the best post-contact survey method for capturing such comments. Phone survey quotas can be completed from the individual CSR level or at the individual contact channel level and can be conducted on an hourly, daily or weekly basis. Customer feedback is recorded, analyzed and coded for identifying repeat contact reasons.

IVR Survey

IVR Survey

IVR surveys are conducted through SQM’s automated outbound IVR survey technology. SQM uses a predictive dialer which randomly chooses customers to ask them to participate in a post-contact channel IVR survey. When dialing customers, SQM shows client name on customer phone display in order to achieve higher customer survey accept rates. Customers are surveyed within 1 business day of using your contact channel (e.g., call center, IVR self-service) to resolve an inquiry or problem. The IVR survey is typically 2 to 4 minutes in length and uses between 5 to 15 rating and open-ended questions. IVR survey quotas can be completed from the individual CSR level or at the individual contact channel level and can be conducted on an hourly or daily basis. The IVR survey method is timely, accurate and cost effective. Customer feedback is recorded, analyzed and coded for identifying repeat contact reasons. Note: Transcription costs will be charged for converting .wav recordings of verbatim comments to text and then coded for repeat contact reasons.

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Email Survey

Email surveys are conducted through an email invite that has a link to participate in SQM’s online web-based survey. SQM randomly chooses customers to invite to participate in a post-contact channel email survey. When emailing customers, SQM identifies client name on email invite in order to achieve higher customer survey accept rates. Customers are emailed to invite them to participate in the survey within 1 business day of using your contact channel (e.g., call center, email, IVR self-service, web-self-service) to resolve an inquiry or problem. A follow-up email can be sent to customers to remind them to complete the email survey. The survey is typically 3 to 5 minutes in length using between 5 to 20 rating and open-ended questions. Email invite to online survey quotas can be completed from the individual CSR level or at the individual contact channel level and can be conducted and can be conducted on an hourly or daily basis. The online survey method is timely, accurate and cost effective.

Web pop up

Website Pop-up Survey

Website pop-up surveys are made available through an organization’s website. The pop-up survey invites customers to participate in a survey that is powered by SQM. Customers are randomly chosen to be invited to participate in an online survey powered by SQM. At SQM, we use a unique code that is inserted into an organization’s authenticated and/or non-authenticated portion of their website which links the customer to SQM’s online web-based survey. The Pop-up survey invite takes place when the customer is using your website to resolve an inquiry or problem. The survey is typically 3 to 5 minutes in length using between 5 to 20 rating and open-ended questions. The online survey method is timely, accurate and cost effective.

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Face to Face Interviews

Face to face interviews are typically used in a customer experience (CX) journey mapping effort. The face to face interviews can be conducted at our state of the art Coeur d’Alene, Idaho and Vernon, British Columbia research centers or at a client location. The face to face interviews can be done with customers and/or employees. CX journey mapping can help an organization understand the CX lifecycle (e.g., brand awareness through to renewing) interaction stages using different touchpoints. Journey mapping can also highlight the opportunities to improve customers’ experiences before, during, and after product and service usage. SQM can assist an organization with identifying and asking customers to participate in a face to face interview. The real benefit of conducting face to face interviews is that it is an in-depth process that can provide details on a customer’s entire experience when using an organization’s products and/or services. The typical CX journey mapping interview takes between one to three hours and, therefore, you may want to consider compensating the customer for their time to complete the interview. It is common to give a customer $50 to $250 (or something equivalent in value) to participate in the CX journey mapping interview.