Read about the mistakes the largest retailers make with their customer satisfaction surveys.Or, check out the video.

Our Innovation: Metrics + Actionability

Some companies don’t measure the customer experience (CX), so they don’t know how they’re doing. Other companies measure the customer experience, but simplistically, so they don’t know what, where or how to improve.

Solution! We’ve developed actionable customer experience metrics based on multiple elements—weighted by what matters most to each customer and their situation. With us, you’ll know how to deliver a great customer experience because our metrics take into account the many perspectives, touchpoints, personas, objectives, and cues that comprise the customer experience. Get a free MetricsLAB™ and decide for yourself if our metrics could help your company achieve a great customer experience.

Great Customer Experience starts with great methods

We deliver expert projects & programs of varying sizes:

  • Mini-Projects: new survey questions, verbatim analysis for your open-ends and more.

  • Complete Projects: this includes customer satisfaction surveys, and customer service evaluations.

  • Ongoing Programs with dashboards and weekly calibration sessions.

Does Customer Experience Matter? Yes!

We all respond to experiences; it’s human. When you have a great customer experience, you smile to yourself and the world. But a bad customer experience… your day screeches to a halt. Of course, most of the time, our experiences are merely mediocre which is a waste—because the vast majority of experiences, at least in small ways, can be great!

Find out if you're serious about customer experience.

The Interaction Metrics Blog

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