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January 4, 2021

Customer Experience Science

In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the...
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By Martha Brooke

September 14, 2020

Your Open-Ended Survey Questions are Missing One Thing!

Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are...
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By Martha Brooke

August 31, 2020

Employee Satisfaction: The Covid-19 Metrics You Need to Know

Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re...
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By Martha Brooke

July 21, 2020

Why You Need a Closed-Loop Survey—and How to Do It!

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Simple requests were rewarded by silence. And if I had an issue...
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By Martha Brooke

June 19, 2020

Not Another Word Cloud—Please!

Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question,...
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By Martha Brooke

June 4, 2020

Is Your COVID-19 Survey Giving you Actionable Facts?

Are you staying safe? How are you feeling? With staggering societal upheaval, you probably want to understand how your partners, staff, and distributors are responding...
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By Martha Brooke

February 27, 2020

Agreeing and Disagreeing with the LA Times

The Los Angeles Times (Sunday, Feb 23, Business Section) describes me as “a vocal critic of survey culture.” Am I? Only sort of. It’s true,...
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By Martha Brooke

February 24, 2020

3 Ways to Improve Your Surveys

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? You’re right. Most surveys are so flawed they’re broken. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. I also examined an Alaska Airlines Read more...

By Martha Brooke

January 16, 2020

Customer Experience: Should You Optimize or Improve?

Lately, at Interaction Metrics, we’ve been discussing the difference between striving to optimize and striving to improve. Specifically, should you optimize your customer experience or...
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By Martha Brooke

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