SQM Group

Service Quality Measurement (SQM) Group is a leading North American customer experience research firm for measuring and benchmarking customers' experience using contact channels. SQM conducts accurate, reliable and actionable post-contact surveys for contact channels (e.g., call center, email, chat, 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. In addition, SQM offers consulting services to help clients design and execute an enterprise wide customer experience strategy. In addition, we award organizations that have demonstrated world class or significant improvement in their contact channel FCR and OCR performance.