Interaction Metrics Blog

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

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June 16, 2025

New & Improved: How to Avoid Survey Fatigue

We’ve completely updated our blog on how to avoid survey fatigue. The problem has only grown—but now we go deeper, showing: Why millions more surveys...
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By Martha Brooke

June 5, 2025

New & Improved: Survey Text Analysis

We’ve completely updated our blog on how to analyze open-ended survey responses. The core ideas still apply—but now we go further, showing: Why sentiment analysis...
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By Martha Brooke

May 23, 2025

New & Improved: 9 Core Customer Service Principles

Our Most Popular Blog, Rewritten for the Feedback Era Back in 2013, we published a blog on the 9 Core Customer Service Principles—and it struck...
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By Martha Brooke

May 19, 2025

B2B Customer Experience Research—Latest CXPA Roundtable

Customer experience research is evolving rapidly—especially for B2B companies, where their high-value relationships demand precision insights. That’s why earlier this month, for our B2B CXPA...
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By Martha Brooke

May 9, 2025

New & Improved: How to Increase Response Rate

We’ve just updated our blog on How to Increase Response Rate with even more insights and detailed breakdowns! It now contains tons of useful new...
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By Martha Brooke

May 9, 2025

New & Improved: Customer Experience Research Firms

We’ve just updated our blog on Customer Experience Research Firms with even more insights and detailed breakdowns! It now contains tons of useful new information,...
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By Martha Brooke

May 1, 2025

22 Best Practices for Surveys: Tips for Writing, Design, and Analysis

You’ve probably been on the receiving end of a bad survey. Maybe it asked you to rate a delivery you never received. Or it forced...
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By Martha Brooke

April 24, 2025

What Is Customer Effort Score (CES) & Why Does It Matter?

Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if you’ve ever had...
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By Martha Brooke

April 18, 2025

17 Alternatives To Qualtrics: Key Features & Use Cases Compared

Qualtrics is the industry standard for customer experience surveys. But that doesn’t mean it’s the right fit for everyone. If you’re a large enterprise with...
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By Martha Brooke

April 10, 2025

60+ Different Survey Types & Methods (and When to Use Them)

A lot of businesses collect customer feedback—but do they turn it into real insight, or just a stack of random data? An even bigger question:...
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By Martha Brooke

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: What to Look for and Why It Matters

Last Updated: May 8, 2025 Looking for a customer experience research firm? The best firms go beyond surface-level feedback to deliver data you can act...
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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