If you’re going to use a phone survey, you should listen to what your customers say. While this may seem intuitive, it happens less than you might think. Last week at 8 PM, one of the top 4 car rental agencies called to survey me about my most recent experience renting from them. Since I […]
Measuring empathy is the remedy for fixing bad customer service interactions. Here’s an example of customer service gone awry. In this past Sunday’s The Haggler, David Segal. “When Your Longest Call Is the One to Correct the Bill.” The New York Times, August 14, 2014, David Segal covered a particularly bad customer service experience with AT&T. To […]
By now, you’re probably one of the millions of people who have heard Comcast’s current call from H***. And while the spotlight is on Comcast, Michelle deHaaff correctly points out in her blog that an incident like this “could be happening in your company right now.” One Step Further We’d take this a step further. […]
Martha is speaking during the closing keynote panel of Customer Service Experience (part of Customer Solutions Expo) at the Marriott Marquis in New York on Wednesday August 20, 11:45 AM. Along with Esteban Kolsky of ThinkJar, R. Wang of Constellation Research, Kate Leggett of Forester Research, she’ll be discussing the future of customer service. From […]
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NPS is a tired, generic question. Some may argue that it’s simply an issue of implementation. In a recent interview, Richard Owen, CEO of Satmetrix, said that companies who don’t see benefits from improving their Net Promoter Score (NPS) are probably not measuring Net Promoter Score (NPS) correctly. He says poor sampling is to blame: […]
The team at Interaction Metrics loved Bob Thompson’s Hooked on Customers. We thought the overall premise—that companies need more than “strategies,” they need the right habits—is correct. As customer experience auditors, we come across lots of companies who pride themselves on satisfaction, but what counts is execution, day in and day out. Bob drives this […]
Last Updated: June 16, 2025 Never a day goes by that I don’t receive a survey request—sometimes multiple ones. I bet that’s true for you too. In 2013, SurveyMonkey processed approximately 1 million survey responses per day. By 2014, that number had already more than doubled to 2.2 million per day. And now? By 2025, SurveyMonkey […]
This Sunday in The Haggler David Segal. “In a Stock Trade, It’s Man vs. Machine.” New York Times, April 27, 2014, David Segal looked at a situation in which a computer misunderstood human language. We’re not surprised. As we’ve said before, customer experiences are complex, so computers don’t always get it. In this particular case, […]
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 […]