Category: Customer Satisfaction Surveys

Customer Satisfaction Surveys are one of the most direct ways to learn how your company is performing—through the eyes of your customers. Whether it’s a product, service, or a specific touchpoint in the customer journey, satisfaction surveys reveal how well you’re meeting customer expectations. But there’s a big difference between asking customers for a score—and […]

Net Promoter Score (NPS) is one of the most widely used customer experience metrics—but for most companies, it’s also one of the most misunderstood. The score alone won’t tell you why your customers are loyal or why some leave without warning. That’s where our approach to Net Promoter Surveys comes in. At Interaction Metrics, we […]

If you’re a Customer Success Director, Head of Customer Support, VP of CX, or charged with customer retention, this article will help you pick the right type of customer feedback questionnaire—because bottom line, don’t you want honest, actionable data you can use? Let’s start with the basics. How is a survey different from a questionnaire? […]

Net Promoter Score (NPS) is a specialized customer loyalty metric that measures the likelihood of a customer recommending a brand to a friend or colleague on a scale of 0 to 10. 66% of companies: This is the proportion of Fortune 1000 companies that rely on Net Promoter Score to benchmark their performance and improve […]

Your Reply-To Address Matters! An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate.   At Interaction Metrics, we develop surveys, launch them, and make sense of the data—using a reply-to email address […]

Qualtrics is the industry standard for customer experience surveys. But that doesn’t mean it’s the right fit for everyone. If you’re a large enterprise with a team of analysts and a six-figure budget, it might be perfect. But for most companies? It might be too expensive, clunky, or bloated with features you’ll never use. The […]

A lot of businesses collect customer feedback—but do they turn it into real insight, or just a stack of random data? An even bigger question: do they actually know which types of customer satisfaction surveys best match their goals? When most people talk about “different survey types,” they focus on delivery formats: online surveys, phone […]

Last Updated: April 2, 2026 A great customer satisfaction survey company does more than send a form and count answers. It helps a business ask better questions, hear the right customers, and understand what the feedback means. The right partner helps you measure customer satisfaction in a way that is credible, useful, and tied to […]

Is your survey a customer listening vehicle? Or could it be improved? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. The audit ensures your questions are sufficiently powered to achieve robust insights—and […]

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. The Science of CX Surveys, Summarized: […]

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good survey questions that result in objective, actionable data. Are you looking to improve your data right away and don’t want to read this entire post? Here are three tips I […]

Here’s a fact: Survey question bias gives you skewed data. Another fact? Biased surveys are everywhere. Survey biases can be obvious but often subtle, and survey writers can be oblivious to them entirely. So, how do you make sure your survey is bias-free? Survey Question Bias: What It Is As my friend and I were […]