Never lose a customer to a bad experience.

We write objective surveys and use observational methods. We’re researchers using the latest technologies. We’re scientific, yet affordable. See examples.

Don't Settle, Use the Best Metrics

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.

Our 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.

Learn how to optimize your own Survey with a FREE intro to Customer Experience Consulting.

  • This field is for validation purposes and should be left unchanged.

Metrics, Insight, and Action!

Tired of using generic surveys that deliver ambiguous results? Ready to make business decisions based on objective, proven facts? If so, consider our data-driven, consultant-led approach.

  • See your themes, opportunities, and friction points
  • Encourage customers to 'tell it like it is'
  • Deepen your customer empathy
  • Increase survey response rates

computer monitor shows text analysis tags

"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 Consulting Process

1. Right Methods

1. Right Methods

Before you've spent a dime, we align methods to your specific objectives.

2. Solid Research

2. Solid Research

We identify hypotheses. Then we build a Research Plan to test them.

3. Metrics & Insight

3. Metrics & Insight

Not only metrics, you'll have insights for achieving exceptional customer experiences.

Introduction from Founder
& Lead Consultant, Martha Brooke

85 seconds

  • 3 customer experience observations
  • Why customer experiences fail
  • Benefits of a Customer Experience Consultant

E-book cover

Do you know the benefits of CX science? Download now.

  • This field is for validation purposes and should be left unchanged.

5 minute read: Take your CX program to the next level.


5 Ways B2B CX Stands Apart

  McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction…
Read more

Customer Interaction: 7 Lessons for Lowe’s—Or Any Company That Sends Net Promoter Surveys

 Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding…
Read more

Survey Sample Size: How to Use Sampling to Supercharge Your CX Program

Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?” “How can we get…
Read more