Interaction Metrics Blog

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

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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

How To Choose Net Promoter Score Vendors, Consultants & Survey Companies

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...
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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

September 14, 2023

5 Ways B2B CX Stands Apart

In 90 seconds, Kaitlyn Bartley explains 5 ways B2B CX is different. McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction...
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By Martha Brooke

August 18, 2023

Customer Interaction: 7 Lessons for Lowe’s—Or Any Company That Sends Net Promoter Surveys

Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding...
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By Martha Brooke

August 8, 2023

How To Calculate Sample Size & Supercharge Your CX Program

Last Updated: January 10, 2025 Clients often ask, “How do we get every customer to take our survey?” But here’s the counterintuitive truth: you...
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By Martha Brooke

August 3, 2023

Fox Rent a Car: Stop Gaming Your Surveys

Few things bother me more than unscrupulous business practices. As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it...
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By Martha Brooke

July 10, 2023

When & Where AI for Customer Experience Fits

Updated 10/17/2024: Artificial Intelligence has infiltrated every market, and the customer experience is no exception. While AI for customer experience is nascent, it already shows tremendous...
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By Martha Brooke