Shirute CEM Benchmark
for Customer Experience Professionals

Get ready to score your capabilities

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    Benchmark how well you are managing your customer experiences compared to your peers and past
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    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.
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    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

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Get Instant Access to Shirute CEM Benchmark

No charges. No hassle. Just the results. Get to know how good a CEM pro you are.

What You'll Get ...

A benchmark report with the results of your own capability scoring


"This is the most comprehensive CEM Benchmark I’ve participated in - for several years now. It makes us truly take a moment and think about our customers and what more we can do for them. We also find it very useful to see how we are doing compared to other organisations in different industries. This understanding challenges us to grow even further."


Noora Lainio, Sales Director at Telesales, Retail and Online Channels for Corporate Customers, Elisa, Telecom and digital services provider


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


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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? 


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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

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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.

Compare 
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

Get an Extra Kick from Shirute CEM Analysis

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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

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Get Instant Access to Shirute CEM Benchmark

No charges. No hassle. Just the results. Get to know how good a CEM pro you are.

"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

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    Score your CEM capability & track your development
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    Get clear numeric data to support decisions
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    Benchmark against others
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    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.

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Get Instant Access to Shirute CEM Benchmark

No charges. No hassle. Just the results. Get to know how good a CEM pro you are.

"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

FAQ

Here are the answers to some frequently asked questions:


What does the report include?

What resources are needed to complete the survey?

Who can see my results?

How much does taking part in the survey cost?

​What is th​e background of this survey?

Anything else you want to know?