Voice of Customer - Interaction Metrics

Get 5 Best Practices to Boost Your Customer Listening

Scientific Approach

Objective

Accurate, unbiased Voice of the Customer research methods.

Actionable

Insights, metrics, & workshops showing how to improve.

Cost-Effective

Customized options & solutions with flexible fee tiers.

Methods

Customer Satisfaction Surveys

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

Sentiment Analysis

Get reports that measure sentiment and also quantify themes with root causes showing why your customers think the way they do.

Customer Interviews

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

Employee Engagement

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

Mystery Shopping

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

Customer Service Evaluations

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

How We Measure

Empathy Score, Customer Effort 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.

Get 5 Best Practices to Boost Your Customer Listening

Voice of Customer Metrics & Actionability