Enterprise-Wide CX Study

 

SQM’s Customer Experience Perception Study focuses on customer experience (CX) lifecycle (e.g. brand awareness, servicing, renewing) interaction stages with an organization and is a enterprise-wide view of the customer’s experience with your organization. Perception surveys represent the sum of customer’s experiences before, during and after product and service usage.

Methodology

Customer Experience Perception Survey

Perception-based surveys are conducted to understand interaction lifecycle CX. The interaction perception survey should have a sample size of at least 400 customers, and the focus of the survey should be on the interaction lifecycle stages such as brand awareness, purchasing, onboarding, servicing, and renewing. All of an organization’s customers are eligible to take part in the survey, which consists of about 10 rating and open-ended questions and takes less than 5 minutes to complete.

Benchmarking Study

This study takes 2-3 weeks to complete. The CX perception survey is completed with a live interview with SQM’s in-house Telephone Survey Representatives or through an online survey.

Tracking Study

An ongoing study conducting surveys on a daily or weekly basis. Surveys can be conducted using any of our survey options, but phone or online methods are recommended for perception-based surveys.

Report Deliverables


Benchmarking Study

A customer perception benchmarking report will be delivered to you and your management team via a conference call with a senior SQM consultant outlining the results of your perception study, including enterprise-wide customer satisfaction, Net Promoter Score®, Net Retention Index, and customer experience improvement suggestions.

Tracking Study

A formal quarterly report will be delivered to you and your management team via a conference call with a senior SQM consultant outlining your enterprise-wide customer satisfaction, Net Promoter Score®, Net Retention Index, and customer experience improvement suggestions. Real-time access to your perception survey information is available to all levels of staff in a secure encrypted manner through mySQM™ Reporting.

Specifically, SQM’s Customer Experience Perception Study will provide the following:


 

Benchmarking

Tracking

High level and detailed enterprise-wide Csat, NPS®, and NRI ratings Check Check
Benchmarking comparison to leading North American organizations Check Check
Opportunities for improving customer experience Check Check
Best practices for improving your customer’s perceptions Check Check
Entry into SQM’s Customer Experience Awards Program Check Check
Access to SQM’s best practice consulting Check Check
Full-text reports of customer verbatim Check Check
Full coding of customer verbatim Check Check
Tracking and trending KPI performance monthly, quarterly and annually   Check
Ability to listen to the actual recordings of customer feedback   Check
Real-time notifications of customer dissatisfaction (Action Alerts)   Check
Ability to track responses to customer Action Alerts   Check
Real-time web based reporting, pre-formatted reports and sophisticated database analytical tools   Check

 

What’s Next


Contact SQM Group via email or phone us at 1-800-446-2095 to schedule a time where an SQM representative can walk you through the details of our Customer Experience Perception Study.