Getting an ROI on your great customer service is an important goal for any company. Customer Experience Helps ROI Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than […]
Last Updated: May 14, 2025 This study examined 51 major US retailers’ surveys collected June–July 2016. The examples describe those surveys at that time, not the retailers’ current practices. Survey Overload I know you get asked to take customer feedback surveys all the time, because I do. Even the shortest business trip results in at […]
While there are a lot of common errors in customer satisfaction surveys, I recently experienced a particularly egregious one: fake customer survey data. Fake Customer Survey Data Example Our company recently began working with a website optimization service. As the introductory phone call drew to a close, our new account manager asked me to take […]
Last updated: May 4, 2026 Here is a question every CX leader should be able to answer: What did you do differently because of your last survey? If you did nothing, your measurement program is more decorative than real. What goes undiscussed in most CX conversations is that companies aren’t failing because they lack data. […]
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Last Updated: June 5, 2025 Companies obsess over survey scores. But the real gold—the part where customers actually say what they think—is buried in the open-ended responses. These unstructured comments are where customers vent, explain, and suggest. It’s where emotion and insight live. And yes, of course, most companies look at them, usually plugging them […]
Last Updated: February 17, 2026 Open-ended survey analysis is the systematic process of transforming unstructured text feedback into quantifiable, actionable data. While closed-ended scores (like NPS) track “what” is happening, open-ended analysis explains “why” by identifying specific customer pain points, emotions, and unmet needs. According to Forrester, even a one-point improvement in a large organization’s […]
Measuring empathy is the remedy for fixing bad customer service interactions. Here’s an example of customer service gone awry. In this past Sunday’s The Haggler, David Segal. “When Your Longest Call Is the One to Correct the Bill.” The New York Times, August 14, 2014, David Segal covered a particularly bad customer service experience with AT&T. To […]
Last Updated: June 16, 2025 Never a day goes by that I don’t receive a survey request—sometimes multiple ones. I bet that’s true for you too. In 2013, SurveyMonkey processed approximately 1 million survey responses per day. By 2014, that number had already more than doubled to 2.2 million per day. And now? By 2025, SurveyMonkey […]
Most companies have many missed opportunities in their unstructured data. But what is it? “Unstructured data,” i.e., data that cannot be captured via yes/no categories or multiple-choice formats, is all the rage with customer experience improvement experts. Customer comments, chats with customer service, phone conversations—these are all great examples of unstructured data. What makes unstructured […]
Last Updated: May 22, 2025 Great customer service doesn’t happen by accident. At Interaction Metrics, we’ve evaluated thousands of service interactions—and surveyed just as many customers—to understand what works and what fails when it comes to communicating with and supporting customers. What we’ve seen is that even well-meaning support teams underwhelm if they don’t have […]