Grow customer loyalty with science-driven insights!
Our surveys, service evaluations, workshops, and other methods give you the most factual and actionable view of the customer experience.
No More Useless Data!
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.
Methods
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.
Explore the best methods for your company with a demo.
Expert Researchers + the Latest Software—without breaking the bank!
For customer feedback, too many companies settle for research consultants OR a software platform. But really, you need both. Researchers ensure the best methods and analysis. Software provides scale and efficiency. Get a demo.
"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’ 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
"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
How We Work
1 Right Methods
Before you've spent a dime, we design an approach tailored to your specific questions and objectives.
2 Solid Research
Getting underway: We identify hypotheses; and build, test, and implement research.
3 Metrics & Insight
We uncover insights, and show you your scores and how to strengthen customer relationships.
Introduction from Founder,
Martha Brooke
85 seconds
- 3 CX observations
- Why Customer Experiences fail
- What to change
Do you know the 5 benefits of CX science? Find out!
5 minute read: Take your CX program to the next level.
News
The Worst Customer Survey Mistake
From misrepresentative samples to insufficient use of logic gating, there are myriad mistakes companies make with their surveys—mistakes that lead to inaccurate, unscientific data. But…
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Customer Success: 5 Hacks for Your Customer Survey
1-Minute read. A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong….
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Interaction Metrics Completes its Brand Overhaul
No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service…
Read more