Are you an HR Director, Head of People, HRBP, Chief People Officer, or a business leader responsible for retention and performance? If so, this article is for you, because, presumably, your goal isn’t merely to collect employee feedback and measure employee engagement, it’s to get honest insight you can use. First, let’s start with a […]
No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer […]
Portland, OR: March 16, 2021 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2020 Superior Customer Experience award. This is the sixth year in a row, Yaskawa America has achieved this honor. To achieve the Superior Award (formerly known as the Gold Award), Interaction Metrics sent surveys to Yaskawa […]
NEWS: Jason Bader interviews Martha Brooke about Surveys in Pandemic Times Nov 11, 2020: Jason Bader, Supply Chain & Distribution Thought Leader interviewed Martha Brooke about customer surveys and how to get an objective read on your company’s performance, especially considering COVID times. Take a Listen! They agreed that when the world is in flux, […]
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Shep Hyken and Martha Brooke had a great conversation (6-23-2020) about the future of customer feedback. Check it out here! They covered survey fatigue–it’s through the roof! And yet, they found 4 situations in which (when done well) customer feedback surveys are warranted, and profitable: 1. Tracking Studies B2B Tracking Studies help you forge stronger, […]
Portland, OR: Feb. 10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. This is the fifth year in a row, Yaskawa America has achieved this honor. To achieve the Gold Award, Interaction Metrics sent surveys to Yaskawa customers and employees. 93 aspects of Yaskawa performance […]