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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 Mark Jarrett

January 16, 2020

Customer Experience: Should You Optimize or Improve?

Lately, at Interaction Metrics, we’ve been discussing the difference between striving to optimize and striving to improve. Specifically, should you optimize your customer experience or...
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By Martha Brooke

November 26, 2019

Are You Begging for a Thank You with Your Email Survey?

Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday...
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By Martha Brooke

November 11, 2019

How to Ace Your DIY Customer Satisfaction Survey

The prevalence of SurveyMonkey and other DIY survey platforms has made it cheap to implement customer satisfaction surveys. And while these platforms might be right...
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By Martha Brooke

September 17, 2019

List of the 20 MOST Common Survey Flaws

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. It would mean a lot...
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By Martha Brooke

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