Now that you’ve asked the Net Promoter question, what should you do with the follow-up question? Are you considering simply reading the comments, or using a word cloud to pull out major themes? Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is […]
Portland, OR: Feb. 10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. This is the fifth year in a row, Yaskawa America has achieved this honor. To achieve the Gold Award, Interaction Metrics sent surveys to Yaskawa customers and employees. 93 aspects of Yaskawa performance […]
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 improve it? I’ve come down on the side of customer experience optimization because improvement is just too vague. For instance, many of us equate service and manufacturing quality with the Japanese […]
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 season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!” Consider when an associate goes the extra mile: it feels good to […]
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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 to me if you completed it. We hope you recommend us.” I get he wants a positive review, but this is an example of clear survey bias. Essentially, my rep […]
In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to […]
In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course. These 5 standards are not an […]
Interactive Data Motivates Teams Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here’s why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience transformation. So, whether you use customer surveys, […]
For years, Gallup Research has reported on the impact of employee engagement on profits. Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more engaged employees have 21% higher productivity, 37% less […]
I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it’s because I’m in the survey business. Or perhaps it’s because I like to feel “heard” as a customer. Either way, I’m a sucker for a survey. I usually buy my groceries at Whole Foods or Safeway. […]
Popular platforms (like SurveyMonkey and SurveyGizmo) are great for survey deployment—but only after you’ve carefully designed and vetted your questions. Make sure to account for the numerous difficulties and problems that can arise in survey design.
The Drives & Motion Division of Yaskawa America, Inc. has been recognized for its customer experience excellence with the prestigious Interaction Metrics Gold Award.To achieve the Gold Award, nearly 100 aspects of Yaskawa were analyzed using statistically-valid samples derived from customer feedback surveys sent to End-Users, Distributors, OEMs, and Yaskawa employees.The customer experience metric used to evaluate Yaskawa’s success is QCI™ Score (Quality of Customer Interaction).