Grow customer loyalty with science-driven insights!

Our surveys, service evaluations, workshops, and other methods give you the most factual and actionable view of the customer experience.

No More Useless 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.

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.

Explore the best methods for your company with a demo.

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Expert Researchers + the Latest Software—without breaking the bank!

For customer feedback, too many companies settle for research consultants OR a software platform. But really, you need both. Researchers ensure the best methods and analysis. Software provides scale and efficiency. Get a demo.

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"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

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How We Work

1 Right Methods

1 Right Methods

Before you've spent a dime, we design an approach tailored to your specific questions and objectives.

2 Solid Research

2 Solid Research

Getting underway: We identify hypotheses; and build, test, and implement research.

3 Metrics & Insight

3 Metrics & Insight

We uncover insights, and show you your scores and how to strengthen customer relationships.

Introduction from Founder,
Martha Brooke

85 seconds

  • 3 CX observations
  • Why Customer Experiences fail
  • What to change

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

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

News

Interaction Metrics Completes its Brand Overhaul

No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service…
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NFTs: A New Asset Class Sheds Light on the Customer Experience

The NFT (short for Nonfungible Token) is a new asset class that’s as abstract as an investment gets. Unlike real estate or equities where you own property or a share of a company, an NFT only gives you an NFT; it points to nothing outside of itself. You don’t own a thing or even the…
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Yaskawa America Wins the Superior CX Award

Portland, OR: March 16, 2021 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2020 Superior Customer Experience award. This…
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