Interaction Metrics
  • Methods
        • Customer Feedback
          • Customer Satisfaction Surveys
          • Net Promoter Surveys
          • Customer Service Surveys
        • EMPLOYEE FEEDBACK
          • Employee Satisfaction Surveys
          • Employee Engagement Surveys
        • Elite Methods
          • Text Analysis
          • Customer Service Evaluation
          • Customer Interviews
  • Metrics
    • Customer Satisfaction Metrics
    • Customer Experience Dashboards
  • Workshops
    • Customer Service Training
    • Customer Feedback Survey Workshop
  • About
    • Overview
    • Founder’s Vision
    • FAQs
    • Partnerships
    • Customer Experience Consulting
    • Our TrueData™ Model
  • Insights
    • Blog
    • Reports & Media
    • LinkedIn Posts
    • B2B CX Roundtables
    • Survey Sample Size Calculator
  • Contact

Interaction Metrics Blog

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

Get: ‘The State of CX Report’, sent quarterly.
  • This field is for validation purposes and should be left unchanged.

Trusted insights. No fluff. Zero noise.

May 23, 2025

New & Improved: 9 Core Customer Service Principles
Our Most Popular Blog, Rewritten for the Feedback Era Back in 2013, we published a blog on the 9 Core Customer Service Principles—and it struck...
Read more

By Martha Brooke

May 19, 2025

B2B Customer Experience Research—Latest CXPA Roundtable
Customer experience research is evolving rapidly—especially for B2B companies, where their high-value relationships demand precision insights. That’s why earlier this month, for our B2B CXPA...
Read more

By Martha Brooke

May 14, 2025

Email Survey Best Practices
Your Reply-To Address Matters! An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys...
Read more

By Mikaela Neal

May 9, 2025

New & Improved: How to Increase Response Rate
We’ve just updated our blog on How to Increase Response Rate with even more insights and detailed breakdowns! It now contains tons of useful new...
Read more

By Martha Brooke

May 9, 2025

New & Improved: Customer Experience Research Firms
We’ve just updated our blog on Customer Experience Research Firms with even more insights and detailed breakdowns! It now contains tons of useful new information,...
Read more

By Martha Brooke

May 1, 2025

22 Best Practices for Surveys: Tips for Writing, Design, and Analysis
You’ve probably been on the receiving end of a bad survey. Maybe it asked you to rate a delivery you never received. Or it forced...
Read more

By Martha Brooke

April 24, 2025

What Is Customer Effort Score (CES) & Why Does It Matter?
Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if you’ve ever had...
Read more

By Martha Brooke

April 18, 2025

17 Alternatives To Qualtrics: Key Features & Use Cases Compared
Qualtrics is the industry standard for customer experience surveys. But that doesn’t mean it’s the right fit for everyone. If you’re a large enterprise with...
Read more

By Martha Brooke

April 10, 2025

60+ Different Survey Types & Methods (and When to Use Them)
A lot of businesses collect customer feedback—but do they turn it into real insight, or just a stack of random data? An even bigger question:...
Read more

By Martha Brooke

April 3, 2025

New & Improved: How to Choose A Net Promoter Company
We’ve just updated our blog on How to Choose A Net Promoter Company with even more insights and detailed breakdowns! It now contains tons of useful new...
Read more

By Jack Hahn

March 27, 2025

How to Increase Customer Retention: 15 Proven Strategies That Work
What Is Customer Retention and Why Does It Matter? Customer retention may sound like business jargon, but really, it’s just the art of keeping your...
Read more

By Mikaela Neal

March 20, 2025

The Best CX Software Of 2025
Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and...
Read more

By Mikaela Neal

March 13, 2025

How Can Sentiment Analysis Be Used to Improve Customer Experience?
Sentiment analysis reveals the emotions your customers feel—but knowing how they feel is only useful if you know why they feel the emotion in the...
Read more

By Martha Brooke

February 25, 2025

New & Improved: Customer Survey Program Costs
We just updated our Customer Survey Program Costs guide with even more insights and detailed breakdowns! What used to be a high-level overview is now...
Read more

By Mikaela Neal

February 21, 2025

How to Improve Your NPS Score: 21 Strategies
Your Net Promoter Score (NPS) isn’t just another number—it’s a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who...
Read more

By Martha Brooke

Martha Brooke, found of Interaction Metrics

Talk to Senior Survey Expert Martha Brooke about your survey project.

  • This field is for validation purposes and should be left unchanged.

Not getting solid CX insights?

Learn about our scientific, affordable methods – with all software included. 

Top Stories

  • B2B Customer Experience Research—Latest CXPA Roundtable 
  • 22 Best Practices for Surveys: Tips for Writing, Design, and Analysis 
  • What Is Customer Effort Score (CES) & Why Does It Matter? 
  • 17 Alternatives To Qualtrics: Key Features & Use Cases Compared 
  • 60+ Different Survey Types & Methods (and When to Use Them) 
  • How to Increase Customer Retention: 15 Proven Strategies That Work 
  • The Best CX Software Of 2025 
  • How Can Sentiment Analysis Be Used to Improve Customer Experience? 
  • How to Improve Your NPS Score: 21 Strategies 
  • Top Customer Satisfaction Survey Companies of 2025 
  • Mastering Customer Journey Mapping: Strategies for Success 
  • Analyzing Open Ended Survey Questions—Is AI Your Solution? 

Posts navigation

Older Posts >>
E-book cover

Get: ‘The State of CX Report’, sent quarterly.

  • This field is for validation purposes and should be left unchanged.

Trusted insights. No fluff. Zero noise.

Interaction Metrics
Contact Us 503-205-7003

Methods

  • Customer Satisfaction Surveys
  • Net Promoter Surveys
  • Customer Service Surveys
  • Employee Satisfaction Surveys
  • Employee Engagement
  • Text Analysis
  • Customer Service Evaluation
  • Customer Interviews

Metrics

  • Customer Satisfaction Metrics
  • Customer Experience Dashboards

Workshops

  • Customer Service Training
  • Customer Feedback Survey
  • Workshop

About

  • Overview
  • Founder’s Vision
  • FAQs
  • Partnerships
  • Customer Experience Consulting
  • TrueData™ Model

 

  • Use the I/M GPT

Insights

  • Blog
  • Reports
  • LinkedIn Posts
  • B2B CX Roundtables
  • Sample Size Calculator

  • Sitemap
  • Quarterly CX Report
  • Customer Service Feedback Survey
  • NPS Survey Strategy
  • Survey Software

Your customers and employees have answers. Are you ready to listen?
Steer your company with advanced Service Evaluations and A Wide Range of Surveys. Free trials offered.

Scientific * Affordable * Software Included

Copyright 2025, Interaction Metrics