Getting the right customer experience metrics is an essential aspect of customer satisfaction. According to a current Consumer Reports study, Customer satisfaction levels are particularly low for television providers. Comcast and Time Warner Cable rated among the lowest. Furthermore, it seems that customer service is in part driving customer dissatisfaction. And that makes sense. With the […]
55%: As of March 31, 2014, we’ve calculated the current Quality of Customer Interaction (QCI™) Benchmark Score. We’ve been tracking this cumulative measure of customer service since 2011, and this quarter hasn’t seen much improvement (Q4/2013 was 54%). Our QCI™ Benchmark is based on 137 unique companies who, at the time of scoring had NOT […]
There are three important questions verbatims answer. But first, an example of when customer feedback falls short. Last month, SurveyMonkey launched their iOS mobile app, backed by Google Capital. CEO Dave Goldberg promises a “smarter, agile, and ultimately more productive workforce.” This app strengthens customer feedback programs by allowing faster responses to customer situations. However, […]
If your company is going to outsource its call center, make sure you find one that really knows how to evaluate customer service. Ask These 4 Questions 1. How do you evaluate customer service? What’s your criteria? When you look at the call center’s rules for scoring chats, calls, and emails, remember that specificity is […]
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Have you asked yourself if your employees are rigging your customer feedback? When your employees administer your customer feedback surveys, you may save money, but you sacrifice accuracy. Ask employees what they want from a customer feedback survey, and all too often you’ll hear, “The top score!” When it comes to their conduct, that’s great, […]
Most companies have many missed opportunities in their unstructured data. But what is it? “Unstructured data,” i.e., data that cannot be captured via yes/no categories or multiple-choice formats, is all the rage with customer experience improvement experts. Customer comments, chats with customer service, phone conversations—these are all great examples of unstructured data. What makes unstructured […]
Since 2011, Interaction Metrics has tracked the quality of customer service and published the cumulative Quality of Customer Interaction (QCI™) Benchmark Score. As of Dec. 31, 2013, the score is 54 out of 100. Read about our methodology below. As we’ve pointed out in prior posts, other indices suggest that customer service needs improvement. For […]
Net Promoter Score (NPS) rocked the customer feedback world when it came out ten years ago. Today, it’s everywhere. But is it really the best question and metric for your company? Now that NPS has become a fact of life for corporations, let’s weigh the pros and cons one more time. Let’s be clear: the […]
The following tips to improve customer experience can help you boost your customer satisfaction quick. But first let’s take a look at the state of customer satisfaction. We’ve written about it before: customer service gets a failing grade by our Quality of Customer Interaction (QCI™) Score. Other customer satisfaction metrics like Net Promoter Score (NPS) […]
Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of September, 2013, the score is 54 out of 100; in other words, customer service gets a failing grade. As we’ve mentioned before, other indices point to a similarly bleak state […]
Tomorrow (Aug. 20th) I’ll be speaking at the Customer Service Experience Conference in NYC. Keith Dawson from Ovum and I will be discussing how to get high-insight, accurate feedback from customers. We’ll talk about customer satisfaction surveys, customer interviews, and a few other techniques. Attend and start improving the customer experience now! In the meantime, learn […]
Last Updated: May 22, 2025 Great customer service doesn’t happen by accident. At Interaction Metrics, we’ve evaluated thousands of service interactions—and surveyed just as many customers—to understand what works and what fails when it comes to communicating with and supporting customers. What we’ve seen is that even well-meaning support teams underwhelm if they don’t have […]