Data-Driven Customer Experience Consulting
Get a demoWe 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.
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
"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
Our Consulting Process
1. Right Methods
Before you've spent a dime, we align methods to your specific objectives.
2. Solid Research
We identify hypotheses. Then we build a Research Plan to test them.
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
Do you know the benefits of CX science? Download now.
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…
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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…
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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…
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