Interaction Metrics Blog

September 14, 2020

Your Open-Ended Survey Questions are Missing One Thing!

Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are...
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By Martha Brooke

August 31, 2020

Employee Satisfaction: The Covid-19 Metrics You Need to Know

Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re...
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By Martha Brooke

July 21, 2020

Why You Need a Closed-Loop Survey—and How to Do It!

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Simple requests were rewarded by silence. And if I had an issue...
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By Martha Brooke

June 24, 2020

NEWS: Shep Hyken—The Future of Customer Feedback

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...
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By Research Team

June 19, 2020

Not Another Word Cloud—Please!

Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question,...
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By Martha Brooke

June 4, 2020

Is Your COVID-19 Survey Giving you Actionable Facts?

Are you staying safe? How are you feeling? With staggering societal upheaval, you probably want to understand how your partners, staff, and distributors are responding...
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By Martha Brooke

February 27, 2020

Agreeing and Disagreeing with the LA Times

The Los Angeles Times (Sunday, Feb 23, Business Section) describes me as “a vocal critic of survey culture.” Am I? Only sort of. It’s true,...
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By Martha Brooke

February 24, 2020

3 Ways to Improve Your Surveys

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? You’re right. Most surveys are so flawed they’re broken. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. I also examined an Alaska Airlines Read more...

By Martha Brooke

February 10, 2020

Interaction Metrics Honors Yaskawa America with its Gold Award

Portland, OR: Feb. 10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. This is the...
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By Research Team