CX Research

Overview


At the heart of SQM's research capabilities is the mySQM™ CX Insights software for capturing, analyzing, reporting, and actioning customer and employee experiences. mySQM™ CX Insights is a flexible, simple to use, customer and employee experience software program. Frontline employees, analysts, and business managers use the software to provide powerful insights to assist in actioning data and feedback.

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.

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.

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.

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.