Service Quality Measurement

SQM Group (Service Quality Measurement Group Inc.) is a leading customer experience (CX) research, benchmarking, and software firm that specializes in the healthcare, insurance, and financial services sectors. Founded in 1996, the company is a pioneer in measuring First Call Resolution (FCR) and provides a proprietary SaaS platform, mySQM FCR Insights, to help contact centers track and improve service quality. In the healthcare industry, SQM Group works extensively with health plans and providers to enhance member and patient experiences, ensuring alignment with critical metrics such as CAHPS and CMS Star Ratings. The firm is well-known for its annual North American Contact Center Awards, which recognize excellence in customer service and employee satisfaction. Their data-driven approach helps organizations reduce operating costs while simultaneously improving Net Promoter Scores and overall service delivery.