Get 5 Best Practices to Boost Your Customer Listening

Benefits of a Scientific Approach

Objective Methods

Proven facts with clear next steps.

Actionable Insights

Scores showing how to improve.

Cost-Effective Solutions

Customized options with flexible fee tiers.

Methods

Customer Satisfaction Surveys

Customer Satisfaction Surveys

Keep tabs on tech support, customer service, and other vital business areas with ongoing customer feedback.
customer surveys contain verbatims

Verbatim Analysis

Get Verbatims Findings Reports that quantify themes and root causes in your customer feedback.
Customer Interviews

Customer Interviews

Gain insight that gets to the heart of how your customers feel about you and your competition with recorded interviews.

Employee Surveys

Employee Surveys

Anonymous surveys track how your employees are doing and how you can become a more effective, connected organization.
Mystery Shopping

Mystery Shopping

Improve your customer service with expert, recorded mystery shops of you and your competition.

Customer Service Evaluations

Customer Service Evaluations

Learn how your calls, emails, and chats score. Find out where you have gaps and how to improve.

How We Measure

Think simple, not simplistic.

Empathy Score, Proactivity Score, Brand Score…your industry and objectives guide which metrics we use. However, in our Reports and Dashboards you’ll often see QCI™ Score. QCI™ stands for Quality of Customer Interaction.

Like Net Promoter Score, QCI™ Score is simple in that it gives you a single metric to track over time. But unlike Net Promoter, QCI™ Score accounts for multiple elements of the customer experience—weighted by what matters most for each customer and their situation.

Learn More

Interaction Metrics Measuring Customer Experience

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