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 experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. The Science of CX Surveys, Summarized: […]
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 on—helping you retain customers, boost loyalty, and stand out from competitors. Here’s how to find the right partner and what makes research firms like Interaction Metrics different. Over 100 years […]
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 emerged: Customers are more dissatisfied than ever. According to Forrester Research, in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. In […]
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 survey questions that result in objective, actionable data. Are you looking to improve your data right away and don’t want to read this entire post? Here are three tips I […]
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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 survey writers can be oblivious to them entirely. So, how do you make sure your survey is bias-free? Survey Question Bias: What It Is As my friend and I were […]
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. Wondering how to improve customer satisfaction surveys and get yours to stand out? Read on for the biggest survey mistakes and solutions to common survey problems. “Quality is never an […]
Last Updated: February 24, 2025 What are typical customer survey program costs? Clients ask this all the time, and the answer varies widely. A simple, off-the-shelf survey might cost very little, while a comprehensive, data-driven program requires a bigger investment. If you’re considering options, surveys can range from quick satisfaction checks to full-scale programs. […]
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 right.” DEI programs may be right, but it’s no secret that they are controversial in the workforce. Employees are often skeptical when a workplace diversity survey is introduced, which makes […]
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 on the Internet, they can each tell 6,000.” Whether those numbers are exactly right is questionable, but the sentiment certainly underscores the importance of keeping your customers happy – which […]
Last Updated: April 3, 2025 When you start shopping for a Net Promoter Score (NPS) partner, you’ll find no shortage of options. From survey platforms to consultants and tech vendors, it can feel like every company is suddenly a Net Promoter Score expert. But what most companies offer is the easy part: sending your NPS […]
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, I’m talking about the word “surveys”. Surveys have become a ubiquitous aspect of customer interactions, and customers are exhausted. Right now, there are 240 unread emails in my inbox — […]
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 Interaction Metrics, our mission is to collect science-based facts, so I can’t understand why any organization would seek to game its surveys. Still, Providence may have its reasons. At any […]