Impress Your Boss With Actionable Insights

Want insights you can act on? We combine the principles of science with cutting-edge tech while maintaining affordability. Methods: workshops, customer service evaluations, and a wide range of surveys. Contact us.

Don't Settle, Use the Best Methods

Biased questions are out.
Representative samples are in.
Objectivity is the standard.
Use NPS but recognize its limitations.
Customer verbatims are valued.
Nuanced analysis wins.

Customer Surveys & Other Methods Too

Customer Satisfaction Surveys

Measure customer satisfaction over time.

Text Analysis

Learn why your customers feel the way they do.

Customer Interviews

Hear from your customers in their own words.

Employee Engagement

Find out where your staff see room to improve.

NPS Surveys

Monitor your key touchpoints in real-time.

Customer Service Evaluations

Maximize the value of your chats, emails & calls.

Get a Free Consulting Session ➔

Martha Brooke, CCXP & Six Sigma Black Belt, discusses the best Customer Experience methods for you.

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"We use Employee Surveys by Interaction Metrics to measure gaps between how our employees think we’re performing and how our customers say we’re actually doing. Where our employees have blind spots we take action. Because of this, we’ve improved the customer experience year over year!"

Don McNair, Senior Director Customer Interaction Center Yaskawa America

"Interaction Metrics has given us detailed insights about the customer experience that we never could have achieved on our own. Their Service Evaluations and Surveys have been eye-opening and transformative!"

Andrew Larsen, Talent & Development Program Manager, Acme Construction Supply Inc.

"Interaction Metrics has been a great partner on [employee] survey deployment, reporting, and gleaning insights from the data. The recommendations for next steps, provided by Interaction Metrics, were well received and we look forward to incorporating the feedback. Kudos to the Interaction Metrics team for a job well done!"

Stephanie Holloman, Assistant Chief/Human Resources Director, Orange County Fire Authority

"It was great to have Interaction Metrics do the kind of deep dive into our call center quality and analytics that is so desperately needed but that we just can’t make the time to do. A great service for a great value."

Leah Wilson, Executive Director, The State Bar of California

"Interaction Metrics’ thoughtful approach gets to the heart of understanding the changes required to deliver consistently exceptional customer interactions."

Paula Skartland, Customer Experience Manager, Safeco Insurance, a Liberty Mutual Company


Our Process

1. Right Methods

1. Right Methods

Before you've spent a dime on your project, we align to your objectives.

2. Solid Research

2. Solid Research

We build a research plan for customer surveys or other methods.

3. Metrics & Insights

3. Metrics & Insights

Know your scores AND get insights to achieve exceptional experiences.

Introduction from Martha Brooke

85 seconds

  • 3 customer experience observations
  • Why customer surveys fail
  • Interaction Metrics: The benefits you’ll reap

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Unlock Customer Experience Trends.

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Get Customer Experience Insights & Trends, sent quarterly.

Recent Posts

Customer Experience Strategy: Paradigm Shift!

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has…
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From a Data Die-Hard: How to Write Good Survey Questions

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good…
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Survey Question Bias: Stop the Skew

Here’s a fact: Survey question bias gives you skewed data. Another fact? Biased surveys are everywhere. Survey biases can be obvious but often subtle, and…
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