Front Page - Interaction Metrics

Benefits

Objective, Scientific Approach

Proven facts with clear next steps.

Detailed Insights

Scores showing how you compare and how to improve.

Cost-Effective Solutions

Customized options with flexible fee tiers.

Methods

Customer Satisfaction Surveys

Keep tabs on tech support, customer service, and other vital business areas with ongoing customer feedback.

Verbatim Analysis

Get Verbatims Findings Reports that quantify themes and root causes in your customer feedback.

Customer Interviews

Gain insight that gets to the heart of how your customers feel about you and your competition with recorded interviews.

Employee Surveys

Track your employees’ ideas and perceptions of their own progress with a quarterly survey program.

Mystery Shopping

Improve your customer service with expert, recorded mystery shops of you and your competition.

Customer Service Evaluations

Learn how your calls, emails, and chats score. Find out where you have gaps and how to improve.

How We Measure

Think simple, not simplistic.

Empathy Score, Proactivity Score, Brand Score…your industry and objectives guide which metrics we use. However, in our Reports and Dashboards you’ll often see QCI™ Score. QCI™ stands for Quality of Customer Interaction.

Like Net Promoter, QCI™ is simple in that it gives you one metric to track over time. But unlike Net Promoter, QCI™ accounts for multiple elements of the customer experience—weighted by what matters most to each customer and their situation. We segment QCI™ by persona, factor, and element so you can see your gaps and know specifically how to improve.

Learn More

Advanced Customer Listening