SQM CX Quality™ Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users appreciate the ease of use of my.SQM Auto QA, finding it user-friendly and easy to navigate. (26 mentions)

Users appreciate the feedback feature of my.SQM Auto QA, which greatly enhances personal growth and skill development. (15 mentions)

Users find the navigation ease of my.SQM Auto QA intuitive, making it simple to explore and use. (10 mentions)

Users love the easy access to essential information and performance stats on my.SQM Auto QA. (7 mentions)

Users value the insightful coaching feedback from my.SQM Auto QA, enhancing performance and continuous learning opportunities. (6 mentions)

Users express frustration with call issues, noting limited recordings and the focus on outdated landline services. (16 mentions)

Users find that filtering the right information can be complicated, with confusing metrics and multiple data points. (6 mentions)

Users find the inaccurate data analysis challenging, as confusing metrics complicate understanding and scoring. (6 mentions)

Users face scoring issues due to subjective surveys and external factors impacting their overall metrics unfairly. (5 mentions)

Users find the navigation cumbersome, with excessive information and too many tabs complicating the experience. (3 mentions)

5 Pros or Advantages of SQM CX Quality™

1. Ease of Use

Users appreciate the ease of use of my.SQM Auto QA, finding it user-friendly and easy to navigate.

See 26 mentions

See Related User Reviews

Mayhew T.

Mid-Market (51-1000 emp.)

5.0/5

"Intuitive, Seamless Integration, and Feature-Rich Quality Control"

What do you like about SQM CX Quality™?

The platform is very intuitive, so it’s easy to navigate for both analysts and quality assurance agents without needing extensive training. It emphasi

2.5/5

"Useful to check call quality"

What do you like about SQM CX Quality™?

easy to use. can easily just click and find out what I need to knwo

2. Helpful

Users appreciate the feedback feature of my.SQM Auto QA, which greatly enhances personal growth and skill development.

See 15 mentions

See Related User Reviews

Mid-Market (51-1000 emp.)

5.0/5

"SQM review"

What do you like about SQM CX Quality™?

I love that our callers can give feedback on how we did to help us improve each call. Whether it is good or bad feedback it helps me to be diligent on

Ashley D.

4.5/5

"Gives a great insight to VoC and helps to see things we may not notice from our perspective."

What do you like about SQM CX Quality™?

It is beneficial to hear our customers' feedback, and see which areas they are scoring us high/low on. I also love that it has all the information to

3. Navigation Ease

Users find the navigation ease of my.SQM Auto QA intuitive, making it simple to explore and use.

See 10 mentions

See Related User Reviews

Mayhew T.

Mid-Market (51-1000 emp.)

5.0/5

"Intuitive, Seamless Integration, and Feature-Rich Quality Control"

What do you like about SQM CX Quality™?

The platform is very intuitive, so it’s easy to navigate for both analysts and quality assurance agents without needing extensive training. It emphasi

Verified User

5.0/5

"SQM is great"

What do you like about SQM CX Quality™?

It is very easy to navigate. I like playing the games to win prizes.

4. Easy Access

Users love the easy access to essential information and performance stats on my.SQM Auto QA.

See 7 mentions

See Related User Reviews

5.0/5

"Great way to see my scores and numbers for this month and easy questions for the survey"

What do you like about SQM CX Quality™?

Love the easy access to everything I am looking for. Just makes it a quick way to understand!

5.0/5

"great working system"

What do you like about SQM CX Quality™?

the simplicity and speed. i gwt a survey and same day i can go in and access and stats

5. Coaching

Users value the insightful coaching feedback from my.SQM Auto QA, enhancing performance and continuous learning opportunities.

See 6 mentions

See Related User Reviews

Mid-Market (51-1000 emp.)

5.0/5

"SQM review"

What do you like about SQM CX Quality™?

I love that our callers can give feedback on how we did to help us improve each call. Whether it is good or bad feedback it helps me to be diligent on

5.0/5

"Great"

What do you like about SQM CX Quality™?

I like how quickly I can get through my coaching.

5 Cons or Disadvantages of SQM CX Quality™

1. Call Issues

Users express frustration with call issues, noting limited recordings and the focus on outdated landline services.

See 16 mentions

See Related User Reviews

DANA P.

Mid-Market (51-1000 emp.)

5.0/5

"It is a wonderful program"

What do you dislike about SQM CX Quality™?

I wish we could hear the full recording.

5.0/5

"SQM"

What do you dislike about SQM CX Quality™?

It may not take in to account that the caller caller the incorrect dept which results in them saying call not resolved or multiple calls

2. Complexity

Users find that filtering the right information can be complicated, with confusing metrics and multiple data points.

See 6 mentions

See Related User Reviews

alicia a.

3.5/5

What do you dislike about SQM CX Quality™?

hard to navigate the website and remember where to click

Verified User

4.5/5

"SQM REVIEW"

What do you dislike about SQM CX Quality™?

Complex navigation & imited survey scope

3. Inaccurate Data Analysis

Users find the inaccurate data analysis challenging, as confusing metrics complicate understanding and scoring.

See 6 mentions

See Related User Reviews

2.5/5

"Useful to check call quality"

What do you dislike about SQM CX Quality™?

the numbers sometimes confuse me. particularly all the stats and what they mean.

4.0/5

"it puts in reviews that dont even belong to me"

What do you dislike about SQM CX Quality™?

that i get audits that are meant for other employees

4. Scoring Issues

Users face scoring issues due to subjective surveys and external factors impacting their overall metrics unfairly.

See 5 mentions

See Related User Reviews

Verified User

3.5/5

"Easy tool to review"

What do you dislike about SQM CX Quality™?

bad reviews will lower your score even when they are in the wrong dept

Verified User

3.5/5

"Good so far"

What do you dislike about SQM CX Quality™?

We are scored on things out of our control at times

5. App Functionality

Users find the navigation cumbersome, with excessive information and too many tabs complicating the experience.

See 3 mentions

See Related User Reviews

alicia a.

3.5/5

What do you dislike about SQM CX Quality™?

hard to navigate the website and remember where to click

Verified User

5.0/5

"VERY EASY TO NAVIGATE"

What do you dislike about SQM CX Quality™?

IT SEEMS LIKE AT TIMES THERE IS TOO MUCH INFO AND TOO MUCH IN THE DASHBOARD AVAILABLE, BUT IT STILL SEEMS EASIER TO NAVIAGTE ONCE YOU GO INTO IT .

G2 reviews are authentic and verified.

Here's how.

Verified User in Health, Wellness and Fitness

Claims Service Advocate 2

Enterprise (> 1000 emp.)

9/14/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"Improve my performance"

5/5

What do you like best about SQM CX Quality™?

To have a "Very Satisfied" experience, not just a satisfactory one. SQM CX scores are tied directly to post-call survey results. Verify understanding before ending the call by asking if all questions have been answered and summarizing the resolution. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

An advocate can provide accurate information and follow procedures correctly but still receive a lower survey score because of factors outside their control, such as benefit limitations or claim outcomes. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

edit

We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Verified User in Insurance

Supervisr

Enterprise (> 1000 emp.)

8/19/2026

"Outdated and Inconsistent measurements"

0/5

Describe the project or task SQM CX Quality™ helped with:

None Review collected by and hosted on G2.com.

What do you like best about SQM CX Quality™?

I am a huge fan of NPS and have been involved with these metrics for 25 years. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

Based on the survey demographics it is misleading in how satisfaction is measured across an organization. It is also an inaccurate view of how employees are doing since it is also based on whether or not the person being surveyed likes the answer they get, believes that a perfect score is unreasonable and states no call is perfect and even understands the question as it applies. There is no way to change the results when they are unfairly applied and when an employee's job depends on a caller's misunderstanding of something the employee can't control, frustration with the caller's own lack of responsibility in the situations they call about or if they are just having a bad day. The employee is unfairly judged and sometimes reprimanded or fired. It creates a culture of telling them what they want to hear instead of helping them understand and move forward accurately. Review collected by and hosted on G2.com.

Recommendations to others considering SQM CX Quality™:

None Review collected by and hosted on G2.com.

What problems is SQM CX Quality™ solving and how is that benefiting you?

None Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

edit

Thank you for review of our mySQM™ - Customer Service QA Software.

We appreciate your feedback.

Sincerely,

SQM’s Team

Rodney F.

Customer Experience Supervisor

Enterprise (> 1000 emp.)

10/25/2023

"SQM"

4/5

What do you like best about SQM CX Quality™?

The ease of setting up reports and see full team goal progress. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

Some of the KPI's are confusing. Would help to have a 'legend' or FAQ regarding them. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

edit

Dear Rodney,

Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thank you for giving us suggestions to improve the KPIs. We will bring your suggestions to our team’s attention and work on it promptly and accurately.

Sincerely,

SQM’s Team

Verified User in Insurance

Enterprise (> 1000 emp.)

9/29/2026

"My experience with SQM has been great and very informative."

4/5

What do you like best about SQM CX Quality™?

I like how you are rewarded for doing a great or for getting good reviews. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

There wasn't anything that I can really say I didn't like about SQM. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

edit

Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thanks again for your kind words and for being a fantastic customer.

Sincerely,

SQM’s Team

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

9/22/2026

"It has been good"

4/5

What do you like best about SQM CX Quality™?

It helps monitor our service to our members by focusing on key phrases Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

There is no room for adjustments and it is all the members perception and some things are company policy and out of my control Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

edit

We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Marcel M.

Sales Group Supervisor

Mid-Market (51-1000 emp.)

3/5/2026

"Exceptional Real-Time Guidance with an Easy, Customizable Experience"

5/5

What do you like best about SQM CX Quality™?

This software aims to deliver a high-quality experience, and I really appreciate the real-time feedback. It provides useful, meaningful input during calls, and the screen is customizable to fit my preferences. The performance has been exceptional, especially when it comes to offering real-time guidance. Overall, I love how easy it is to use and the range of options it includes. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

The platform strives to provide a high-quality experience, I can't think of anything I don't about this tool. I haven't experienced anything I haven't liked, it's a great device that helps with your calls. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

edit

Dear Marcel,

Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

Thanks again for your kind words and for being a fantastic customer.

Sincerely,

SQM’s Team

Ferdinand I.

Enterprise (> 1000 emp.)

9/24/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"Very user friendly"

5/5

What do you like best about SQM CX Quality™?

Great tool to show responses of callers for agents in a call center to be able to see and reference for performance reviews. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

I would like to see a direct link available on our AmeriHealth Insight Page if one does not already exist Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

edit

Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately.

Sincerely,

SQM’s Team

Mayhew T.

Sales Manager

Mid-Market (51-1000 emp.)

2/27/2026

"Intuitive, Seamless Integration, and Feature-Rich Quality Control"

5/5

What do you like best about SQM CX Quality™?

The platform is very intuitive, so it’s easy to navigate for both analysts and quality assurance agents without needing extensive training. It emphasizes accuracy and clarity in customer service quality control, which I really value. I also appreciate how seamlessly it integrates with existing tools, making onboarding and setup much simpler. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

I honestly have nothing bad to say. Their customer service makes it incredibly easy to clear up any doubts or questions. On top of that, I really appreciate the wide range of features—everything from customizable dashboards and detailed reports to compliance tracking and performance analysis. Review collected by and hosted on G2.com.

What problems is SQM CX Quality™ solving and how is that benefiting you?

It has become one of the most valuable tools in my workflow. We use it frequently as part of our daily quality control process, and it always helps us with our monitoring and tracking tasks. It allows me to focus on training, process improvement, and enhancing the customer experience across the entire team. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

edit

Dear Mayhew,

Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

We’re grateful that we had the opportunity to serve you.

Sincerely,

SQM’s Team

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

9/28/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"customer service Rep T2"

5/5

What do you like best about SQM CX Quality™?

Gives me the status and updates and how my performance is. I love reading what our members are saying about me Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

It was hard to understand how to read it Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

edit

We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Govind A.

Senior Quality Manager

Mid-Market (51-1000 emp.)

3/10/2026

"Well-Organized, Easy-to-Navigate Platform That Boosts Team Efficiency"

5/5

What do you like best about SQM CX Quality™?

I like that it's very well organized and easy to log in and access. I find it very easy to navigate, locate calls, and ensure my agents are aware of any achievements, opportunities, and coaching sessions. Its efficiency has allowed us to optimize our work, and I also appreciate the fact that we can directly download any data we need at any time. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

The truth is that I have not had any kind of inconvenience or problem, it adapts to the specific needs of all team members, helping supervisors and agents to identify specific areas for improvement. Review collected by and hosted on G2.com.

What problems is SQM CX Quality™ solving and how is that benefiting you?

It provided the quote management functionality our company needed to facilitate efficient and meaningful quality assurance training for our contact center colleagues. Furthermore, the visibility it provides for reports makes it easy to create and design different types of summary reports for performance management. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

edit

Dear Govind,

Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

We’re grateful that we had the opportunity to serve you.

Sincerely,

SQM’s Team