Our customer interviews pick up where customer satisfaction surveys leave off. By delving deep into individual experiences, our interviews get to their heart of how customers perceive you and your market. Plus, they enable you to hear from customers who don’t normally take surveys. This means you’ll get accurate and novel insights.
Our clients have used interviews to gain competitive edge, build an accurate map of the customer journey, and find the driving forces behind customer loyalty.
We have a formal process but use a conversational style. With our interviews, you’ll have:
- An end-to-end process: We cover the details, from interview invites and scheduling to post-interview follow-ups.
- Open-ended adaptable questions: With the right questions, we unpack how customers truly feel about your company, and allow them to share their full story.
- A way to hear your customers: We record each interview, so you can hear exactly how your customers talk about their experiences.
- Unexpected insight: We allow our customer interviews to unfold naturally rather than limit the possible answers. That means we’re able to explore things you didn’t even know to ask about.
- Actionable next steps: We transcribe and summarize each interview, and apply a scientific coding technique. This is how we identify emergent themes and build a complete story about what your customers are saying.
With Interaction Metrics’ customer interviews, you get Engagement Scores, Department Scores, and Theme Prioritization.