Interaction Metrics Blog

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

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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...
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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...
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By Martha Brooke

February 6, 2025

News Update: Refreshed Article On Net Promoter Score!

Great news: We just updated our blog article on Net Promoter Score to include tons of new information! What used to be an article focusing...
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January 31, 2025

Top Customer Satisfaction Survey Companies of 2025

Last Updated: January 31, 2025 Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable...
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January 8, 2025

Mastering Customer Journey Mapping: Strategies for Success

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers’...
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By Mikaela Neal

December 10, 2024

Analyzing Open Ended Survey Questions—Is AI Your Solution?

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. Employees and customers can express themselves through text and...
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By Mikaela Neal

November 21, 2024

7 Quick Tips To Improve Customer Service

Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 times more likely to stick with a brand when...
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By Mikaela Neal

November 11, 2024

How to Improve Surveys: Amas Tenumah Interviews Martha Brooke

Is your survey a customer listening vehicle? Or could it be improved? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that...
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By Mikaela Neal

September 10, 2024

Customer Service Strategy: Your Brand in Action

If you ask your marketing team, “What’s our brand?” they’ll give you principles wrapped up in a snappy slogan. Ask them how they allocate their...
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By Mikaela Neal

August 29, 2024

Your Customer Feedback Dashboard: More Than Just a Pretty Face

Your customer feedback dashboard is a powerful tool when used strategically. But dashboards are easy to underutilize and under-impress. Here’s our quick guide to getting...
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By Mikaela Neal

August 15, 2024

How a Customer Service Consulting Firm Can Grow Your Company

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your...
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By Mikaela Neal

July 29, 2024

The Science of CX Surveys: Greg Kihlström Interviews Martha Brooke

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer...
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By Martha Brooke

May 16, 2024

Customer Experience Research Firms: What to Look for and Why It Matters

Last Updated: May 8, 2025 Looking for a customer experience research firm? The best firms go beyond surface-level feedback to deliver data you can act...
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By Martha Brooke

April 16, 2024

Customer Experience Strategy: Paradigm Shift!

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has...
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By Martha Brooke

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