We measure and improve the Customer Experience (CX).

Methods include satisfaction surveys, customer service evaluations, and CX workshops. You'll have expert consulting to ensure objectivity AND the best software platforms for data efficiency. 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.

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
  • Get customers to 'tell it like it is'
  • Deepen your customer empathy
  • Increase survey response rates

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

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.

News

Measuring Customer Satisfaction: A Customer Experience Consultant’s View

Companies depend on happy customers to thrive. And yet… customer indifference is the norm. The latest average American Customer Satisfaction Index score is 73.2. And…
Read more

Rules for Writing B2B Customer Satisfaction Survey Questions

According to McKinsey & Company, B2B companies score less than 50% on customer satisfaction. But consumer companies score between 65% and 85%. That’s a big…
Read more

How to Improve Survey Results: 3 things you (probably) don’t know that will make your surveys worth the effort

Companies everywhere use surveys to measure customer satisfaction. But are their surveys good? When thinking about how to improve survey results, the usual path a…
Read more