Customer feedback surveys don’t have to be bad. But they often are. Case in point: I recently took a survey that began with this question: “Please rate the balance of graphics and text on our website.” What insights did the company hope to gain here? If a large number of respondents answered “Poor,” what would […]
Customer service is an powerful tool that can support your brand or drag it down. Sometimes customer service reps do everything “right” but miss the point of your brand entirely. You work hard to define your brand, but if you ignore the capabilities of customer service to communicate your company’s values, you miss a crucial […]
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 […]
By now, you’re probably one of the millions of people who have heard Comcast’s current call from H***. And while the spotlight is on Comcast, Michelle deHaaff correctly points out in her blog that an incident like this “could be happening in your company right now.” One Step Further We’d take this a step further. […]
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NPS is a tired, generic question. Some may argue that it’s simply an issue of implementation. In a recent interview, Richard Owen, CEO of Satmetrix, said that companies who don’t see benefits from improving their Net Promoter Score (NPS) are probably not measuring Net Promoter Score (NPS) correctly. He says poor sampling is to blame: […]
The team at Interaction Metrics loved Bob Thompson’s Hooked on Customers. We thought the overall premise—that companies need more than “strategies,” they need the right habits—is correct. As customer experience auditors, we come across lots of companies who pride themselves on satisfaction, but what counts is execution, day in and day out. Bob drives this […]
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 […]
Getting the right customer experience metrics is an essential aspect of customer satisfaction. According to a current Consumer Reports study, Customer satisfaction levels are particularly low for television providers. Comcast and Time Warner Cable rated among the lowest. Furthermore, it seems that customer service is in part driving customer dissatisfaction. And that makes sense. With the […]
If your company is going to outsource its call center, make sure you find one that really knows how to evaluate customer service. Ask These 4 Questions 1. How do you evaluate customer service? What’s your criteria? When you look at the call center’s rules for scoring chats, calls, and emails, remember that specificity is […]
Have you asked yourself if your employees are rigging your customer feedback? When your employees administer your customer feedback surveys, you may save money, but you sacrifice accuracy. Ask employees what they want from a customer feedback survey, and all too often you’ll hear, “The top score!” When it comes to their conduct, that’s great, […]
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 […]
Net Promoter Score (NPS) rocked the customer feedback world when it came out ten years ago. Today, it’s everywhere. But is it really the best question and metric for your company? Now that NPS has become a fact of life for corporations, let’s weigh the pros and cons one more time. Let’s be clear: the […]