Our consulting gets to the heart of the Customer Experience (CX).

To measure and improve the customer experience, many companies settle for consultants OR a software platform. With us, you'll have have research-driven consulting for objectivity. And the best CX software to ensure efficiency. Methods include: surveys, service evaluations, and workshops. Get a demo.

Don't Settle, Use the Best 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.

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.

Find out what customer experience consulting can do for you. Get a demo.

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

Win With Actionable Deliverables

Do you ever make business decisions on questionable data or one-off anecdotes? If so, consider our science-driven, consultant-led approach.

  • See your themes, opportunities, and friction points
  • Get customers to 'tell it like it is'
  • Deepen your customer empathy
  • Boost survey response rates
  • Clarify next steps

computer monitor shows text analysis tags
Wave

"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

Wave

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

Along with scores & ratings, 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
  • How scientific customer experience consulting can help

E-book cover

Do you know the 5 benefits of CX science? Find out!

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

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

News

Need a Customer Survey Company? Let’s Find Out!

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you…
Read more

Futureproof: Customer Service with a Human Touch

Is human connection a pillar of your brand? Are your people central to your company’s core values? If so, your customer service should be staffed…
Read more

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…
Read more