Interaction Metrics Blog

Unpacking the science of customer experience (CX) & customer success.

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March 13, 2025

How Can Sentiment Analysis Be Used to Improve Customer Experience?

Sentiment analysis reveals the emotions your customers feel—but knowing how they feel is only useful if you know why they feel the emotion in the...
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By Martha Brooke

February 21, 2025

How to Improve Your NPS Score: 21 Strategies

Your Net Promoter Score (NPS) isn’t just another number—it’s a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who...
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By Martha Brooke

July 29, 2024

The Science of CX Surveys: Greg Kihlström Interviews Martha Brooke

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer...
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By Martha Brooke

May 16, 2024

Customer Experience Research Firms: How to Get Inside Your Customer’s Head

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm,...
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By Martha Brooke

April 16, 2024

Customer Experience Strategy: Paradigm Shift!

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has...
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By Martha Brooke

April 13, 2024

From a Data Die-Hard: How to Write Good Survey Questions

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good...
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By Martha Brooke

April 5, 2024

Survey Question Bias: Stop the Skew

Here’s a fact: Survey question bias gives you skewed data. Another fact? Biased surveys are everywhere. Survey biases can be obvious but often subtle, and...
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By Martha Brooke

March 26, 2024

How to Improve Your Customer Satisfaction Surveys: Start Now!

While customer surveys have become a standard part of nearly every transaction, most surveys fail to engage; even worse, they fail to collect reliable data....
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By Martha Brooke

January 24, 2024

The Cost of Customer Satisfaction: Survey Program Costs

Last Updated: February 24, 2025 What are typical customer survey program costs? Clients ask this all the time, and the answer varies widely. A...
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By Martha Brooke

December 13, 2023

Workplace Diversity Survey: For DEI Program Success

Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. It’s more fundamental than that — it’s simply...
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By Martha Brooke

December 8, 2023

How to Get Customer Feedback: Tips for Your Success

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy...
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By Martha Brooke

December 1, 2023

Net Promoter Score Company: What to Look For!

Looking to hire a Net Promoter Score company? Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part....
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By Martha Brooke

November 3, 2023

S@*#!$%: The One Word to Scrub from Your Email Subject Lines for Surveys

Stop using the s-word! As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course,...
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By Martha Brooke

October 31, 2023

“Only an 8? Not a 10 today?” Gamed HealthCare Surveys

What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. At...
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By Martha Brooke

October 16, 2023

6 Customer Experience Principles for Immediate, Lasting Change

Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus for...
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By Martha Brooke