Interaction Metrics Blog

July 29, 2021

The Worst Customer Survey Mistake

From misrepresentative samples to insufficient use of logic gating, there are myriad mistakes companies make with their surveys—mistakes that lead to inaccurate, unscientific data. But...
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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

July 23, 2019

Want to Improve the Patient Experience? Stop Sending Bad Surveys

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...
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By Martha Brooke

March 14, 2019

Want Feedback? Make It So Simple a Kid Could Do It

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....
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By Martha Brooke

February 19, 2019

How to Use a Research Mindset to Avoid Huge Survey Blunders

Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats. This means tackling customer experience with a research mindset.

By Martha Brooke

January 30, 2019

How to Shorten Your Survey & Avoid Junk Data

Is your survey too long? Here are four solutions for how to shorten your survey and avoid survey fatigue with your customers.

By Martha Brooke

January 15, 2019

Answering NPR: Why 5-Star Rating Systems Don’t Work

For anyone who hasn’t used a ridesharing app, once you’ve arrived at your destination, the app asks you to rate your driver between 1 and 5 stars. These ratings are said to provide valuable information, but if customers aren’t sharing what they really think what’s the point?

By Martha Brooke