CX Research

Overview


CX Research Capabilities
SQM is a voice of the customer research specialist firm that accurately measures, benchmarks, and identifies opportunities for improving contact channel CX. SQM’s transaction survey focuses on CX using a specific contact channel. SQM’s perception survey focuses on CX interactions with an organization and is an enterprise-wide view of CX. SQM offers six customer surveying methods that provide valuable insights into CX.
Contact Channel Benchmarking / Tracking CX Study
SQM’s Contact Channel Customer Experience Study accurately measures, benchmarks, and identifies opportunities for improving contact channel customer experience. SQM is viewed by the contact center industry as being the thought leader and the gold standard for measuring, benchmarking, and improving contact channel CX. We conduct voice of the customer research for all major contact channels.
Enterprise Wide CX Study
SQM’s Customer Experience Perception Study focuses on CX lifecycle (e.g., brand awareness, servicing, and renewing) interaction stages with an organization and is an enterprise-wide view of the customer’s experience with your organization. Perception surveys represent the sum of customers’ experiences before, during, and after product and service usage.
Contact Channel Benchmarking EX Study

SQM’s Contact Center CX Business Practice - Esat Study accurately measures, benchmarks, and identifies opportunities for improving customer experience performance from an employee perspective. Specifically, this study benchmarks the effectiveness of your contact center’s CX business practices and provides insights on reducing repeat calls or contacts.

 

 

Enterprise-Wide Ex Study

SQM’s Enterprise-Wide CX Business Practice - Esat Study accurately measures, benchmarks, and identifies opportunities for improving customer experience performance from an employee perspective. Specifically, this study benchmarks the effectiveness of your enterprise-wide CX business practices and provides insights on retaining customers.