Shirute CEM Benchmark
for Customer Experience Professionals

Get ready to score your capabilities

  • Benchmark how well you are managing your customer experiences compared to your peers and past
  • Get a snapshot of the CEM professionals as a global community and what their plans are for the future. No waiting for the next annual report.
  • Learn what your colleagues view as their main development areas and what you should focus on.

 Do you know how your organisation is doing...

What could you do to reach your customers even better?

Need tools to move your Customer Experience Management skills to the next level?

Want to know how your organisation is doing compared to others?  

Shirute CEM Benchmark is the most comprehensive study evaluating CEM capabilities and competences.  We have been studying the State of Customer Experience Management since 2013. The participating organisations are evaluated against the Shirute Customer Experience Management Index™ to understand the level of CEM maturity.

By completing our CEM survey, you will get a report that helps you learn how you are doing compared to others, and how your organisation could improve. The results work for you as a tool to move Customer Experience Management to the next level in your organisation. 

“With the help of this survey, you can position and compare your own company in the same context with others: which elements does good CEM consist of, what are the things that we should improve, and what may have been neglected in our work. No one can afford to stay out of this now.”

- Jarkko Kuisma Director, Client Experience, Evli Bank

Osallistu Shiruten CEM Benchmarkiin

Saat selkeät tulokset maksutta käyttöösi, nopeasti ja vaivattomasti.

Ota selvää, kuinka hyvin organisaatiosi johtaa asiakkuuskokemuksia ja miten hyvä asiakaskokemusjohtaja olet.

What You'll Get ...

A benchmark report with the results of your own capability scoring

"Tämä on monipuolisin asiakkuuskokemuksen arviointi, johon olemme osallistuneet - nyt jo usean vuoden ajan. Se saa meidät joka kerta pysähtymään ja ajattelemaan aidosti, mitä voisimme tehdä paremmin asiakkaidemme eteen. Koemme myös hyödylliseksi, että tutkimuksen avulla voimme peilata toimintaamme muihin ja saamme sitä kautta haastettua myös itseämme kasvamaan edelleen."

Noora Lainio, Sales Director, Telesales, Retail & Online Channels, Corporate Customers, Elisa

Try the CEM Benchmark out yourself and see how you currently fare to others. 

Do you think you are providing your customers with best of the breed experiences? Are you sure you are focusing on the right things? Would you like to know what areas everyone else have in their sights? 

Shirute CEM Benchmark
brings you the following benefits:

Benchmark Report

Track the development of your own organisation and understand what everyone else is up to. Get clear numeric data to support your investment plans. Match your score to the benchmark data.

Status Updates

Learn how systematically you and your colleagues do Customer Experience Management RIGHT NOW. The results are yours for free, and you can come back as many times as you like to see updated results.

Future Plans

See what your peers view as the most pressing areas of development for Customer Experience Management at the moment. Get ideas on what you should do next to keep up with the competition.

"I definitely recommend participating in this survey! The topic is relevant and important. By answering
the survey, one can get a good idea of the general level of development of CX in their own and other companies."

- Johanna Laakso, Head of Customer Experience Development, Finavia, Finnish airport operator

What Shirute CEM Benchmark Provides

Your results, for FREE

Do you have 15 minutes to think about your customers? That is all the time you will need to take this free survey, and learn how you could serve them even better.

Follow and measure your progress

You can take the survey as many times as you like! Once you have learned how you can improve, you can take action and take it again, to see how you score with your latest improvements.

your organisation
with others 

When you know how you are doing compared with others, you can learn how to become better at Customer Experience Management. By benchmarking your current state to the overall CEM maturity levels, you will know what the specific competency areas are, where you are falling behind, and where you have room for development to lead the pack.

Get to know your
level of CEM maturity

Your answers are evaluated against the Shirute Customer Experience Management Index™ to understand your level of CEM maturity. This index measures e.g. how systematic and goal-oriented your activities are, how well you have organised your CEM development, how much you co-ordinate the various CX development projects, how customer experiences are measured, and how much you and your peers invest or plan to invest in Customer Experience Management.

"Answering this survey provides with an eye-opening moment. The survey is well constructed and does not take much time to respond. With such valuable work, where the CX maturity level of one's organisation can be evaluated, it is truly beneficial to all participants to take part in the survey."

- Heidi Vähänikkilä, Brand Manager, Nordic Hospitality Partners

See the results...

Curious about how others are doing? See the results of the latest CEM Benchmark study.

"Based on our study on the CEM 2021 International Benchmark, IKEA is this year’s leader in managing customer experiences. The Finnish telecom and digital service provider Elisa places second. Science and technology company SCIEX lands third."

International CEM Benchmark 2020, Shirute Ltd

Interested in the CEM 2021 Benchmark results for Finland?  You can find them on our website.

Get an Extra Kick from Shirute CEM Analysis

Want your results analysed?

Interested in hearing more about your organisation specific results, and how they should be interpreted? In addition to our free CEM survey, we also provide an added-value service that gives you a deeper expert analysis of your results - plus ideas on how to improve. Because we care, and want you to become even better at Customer Experience Management.

Hungry for even more?

Want to know how successful your Customer Experience Management activities have been from the perspective of your customers? We are glad to help you with finding out your performance level too! Get in touch to hear more.

"I believe that all companies should invest in customer experience management and development, and that all activities related to it are forward-thinking, profitable, and desirable. For this reason, I would recommend this survey to everyone."

- Mika Tuomainen Head of Digital, Suomalainen Kirjakauppa, Largest bookshop chain in Finland

Osallistu Shiruten CEM Benchmarkiin

Saat selkeät tulokset maksutta käyttöösi, nopeasti ja vaivattomasti.

Ota selvää, kuinka hyvin organisaatiosi johtaa asiakkuuskokemuksia ja miten hyvä asiakaskokemusjohtaja olet.

"By participating in this survey, you get an overall picture of your own company, and the market situation at large. I got a great perspective on how we benchmark to other companies, and what the current ‘hot topics’ within the industry are."

- Heidi Nurminen Chief Experience Officer, Matkahuolto, Travel and Parcel Services provider

Do a favor for your customers 
and your organisation

The survey itself works as a good checklist for you: as you complete the survey, it guides you through all of the vital areas of good Customer Experience Management. The results can be used as a tool to plan how and communicate why some investment decisions for Customer Experience Management in your organisation should be made.

Now is the best moment to start focusing on customer experiences, as your competitors are already doing so. What are your peers doing to improve in this domain? Taking part in this survey is your best way to find that out.

"Thanks to this interesting and very useful report, we have been able to see how Elo is positioned compared to other companies. We have also been able to communicate internally what aspects of CX can be developed. We no longer talk merely about measuring CX or the responsibilities of our customer service personnel - this is a much bigger entity."

- Eija Kaipainen-Perttula, Development Director, Customer Relations and Customer Channels,
Elo Mutual Pension Insurance Company

  • Score your CEM capability & track your development
  • Get clear numeric data to support decisions
  • Benchmark against others
  • Understand what others plan and where you should focus

All these for free

Shirute CEM Benchmark survey participants receive the CEM report free of charge! The price of the report is 1950€ for organisations who just want to see the results.

Osallistu Shiruten CEM Benchmarkiin

Saat selkeät tulokset maksutta käyttöösi, nopeasti ja vaivattomasti.

Ota selvää, kuinka hyvin organisaatiosi johtaa asiakkuuskokemuksia ja miten hyvä asiakaskokemusjohtaja olet.

"It is important to be up-to-date on these topics. By responding to the survey, we get aware of where we are going. If we are not on the same level as others, understanding this generates a positive push. Similarly, if we are on the same level, we will get a sense of success."

- Kirsi Kawamura, Development manager, Helen, Helsinki City owned energy group


Jäikö jotain vielä mielen päälle? Tässä vastauksia usein kysyttyihin kysymyksiin:

Mitä raportti sisältää?

Mitä tarvitset vastataksesi kyselyyn?

Kuka voi nähdä organisaatiomme tulokset?

Kuinka paljon kyselyyn osallistuminen maksaa?

Mikä on kyselyn tausta?

Haluatko tietää jotain muuta?