FCR Improvement Software for Call Centers
Studies Designed to Improve FCR and Provide Great CX
Awards Recognizing Excellence in FCR, CX, and EX Delivery
The Resources You Need to Improve FCR, CX, and EX
Improve FCR, CX, and EX - One Individual at a Time
Our SQ-Mpathy Corporate Social Responsibility Study evaluates your program and we certify and award top performers for the impact of their organization’s social initiatives by measuring the stakeholders that matter most – your customers and employees. Our study includes customer and employee surveys and benchmarks your CSR performance based on the combination of two indexes: 50% coming from the CSR Triple (E) Index – which is based on customer and employee survey ratings for 1) environmental & social contributions, 2) ethical business practices, and 3) economic impact, and 50% coming from the CSR Sustainability Index – which is based on customer and employee survey ratings for 1) your CSR program’s greatness, 2) willingness to continue to do business, and 3) refer others to your organization based on their CSR initiatives. Typically, a Corporate Social Responsibility Benchmarking Study can be completed in two weeks.
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The SQ-Mpathy Corporate Social Responsibility Benchmark Study uses a minimum sample size of 400 customer live telephone or email surveys taken from a random selection of customers doing business with your organization. Customer surveys are 10 questions long, including both rating and open-ended questions, and take 3 – 5 minutes to complete.
The SQ-Mpathy Corporate Social Responsibility Benchmark Study uses a minimum sample size of 100 employee online surveys taken from a random selection of employees from different functions and levels within your organization. Employee surveys are 15 questions long, including both rating and open-ended questions, and take 5 – 10 minutes to complete.
SQM certification is based on having a world-class SQ-Mpathy score of 65%, while the Highest SQ-Mpathy Corporate Social Responsibility Award is given to the top performer in the categories of: charity, non-profit, and for-profit organizations across small, medium, and large organizations. Additionally, for-profit organizations require verification that 1% of pre-tax profits are being used for social or environmental initiatives. A company’s CSR program certification is valid for one year. To maintain certification, a CSR study must be completed each year.
SQM’s Corporate Social Responsibility Certification and Awards are the benchmark that defines the world class standard in corporate social responsibility for charitable organizations, non-profits, and for-profit organizations. Whether your organization supports social initiatives in your community because you have regulatory requirements, it strengthens your organizations sustainability, you think it is the right thing to do, or you just want to be known as a leader in Corporate Social Responsibility, SQM can help you verify and certify that you are having the impact that you want, and award you if you are a top performer. Certification and Awarding is based on your overall SQ-Mpathy Corporate Social Responsibility Score which is made up of 50% from your CSR Triple (E) Index and 50% from your CSR Sustainability Index.
The CSR Triple (E) Index is an assessment of the impact of your CSR program and determines how your customers and employees perceive your organization’s success on three key areas of 1) environmental and social contributions, 2) ethical business practices, and 3) economic impact. In addition to providing a quantitative assessment, customers and employees provide feedback on key areas of improvement in the CSR Triple (E) Index.
The CSR Sustainability Index is an assessment of the likelihood of the continued success of your CSR program based on three key customer loyalty indicators of 1) the perceived greatness of your program, 2) willingness to continue being an employee or customer, and 3) willingness to recommend your organizations based on your CSR initiatives. By understanding how your customers and employees value your CSR program, you can ensure that your program is aligned to your business and providing sustained, shared value.
A holistic customer and employee perception benchmark report will be delivered to you and your management team via a conference call with a senior SQM consultant outlining the results of your Corporate Social Responsibility Study. You will receive an assessment of your organization’s CSR program’s strengths and weaknesses, be benchmarked against other leader organizations, and for those that excel, you will be certified and potentially win an award.
Have an SQM representative walk you through the details of how to complete your Corporate Social Responsibility Study today!