We’ve completely updated our blog on how top CX consultants turn surveys into strategy. Too many companies still measure customer experience the wrong way—so in this update, we show: If you’re collecting data but not seeing change, this post shows how to make every survey count. 👉 Read the updated post.
We’ve completely updated our blog on how to avoid survey fatigue. The problem has only grown—but now we go deeper, showing: If you’re seeing lower response rates or flat data, this post shows how to break through—and get feedback you can actually use. 👉 Click here to read the updated post.
We’ve completely updated our blog on how to analyze open-ended survey responses. The core ideas still apply—but now we go further, showing: Why sentiment analysis alone is misleading How AI overcounts repeated comments Where qualitative research truly shines What a good tagging and dashboard process looks like When human researchers are essential for accurate insights […]
Our Most Popular Blog, Rewritten for the Feedback Era Back in 2013, we published a blog on the 9 Core Customer Service Principles—and it struck a chord. It laid out what great—and bad—service looks like, and why so many companies miss the mark. But in the decade since, customer expectations have evolved—and so has our […]
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We’ve just updated our blog on How to Increase Response Rate with even more insights and detailed breakdowns! It now contains tons of useful new information, including: What your response rate is really telling you 10 research-backed ways to increase survey response rates (without bribing people) How better surveys lead to better decisions—and better customer […]
We’ve just updated our blog on Customer Experience Research Firms with even more insights and detailed breakdowns! It now contains tons of useful new information, including: How to tell the difference between CX research firms, survey software, and consultants—so you choose the right partner for real insights, not just dashboards. The exact methods top research […]
We’ve just updated our blog on How to Choose A Net Promoter Company with even more insights and detailed breakdowns! It now contains tons of useful new information, including: The biggest mistakes companies make with NPS (and how to avoid them) What “scientific rigor” really means when it comes to collecting feedback Why open-ended responses are the […]
We just updated our Customer Survey Program Costs guide with even more insights and detailed breakdowns! What used to be a high-level overview is now a comprehensive resource covering: How survey costs vary by size, complexity, and methodology The 7 key factors that impact pricing—and how to optimize them How to measure the ROI of […]
Great news: We just updated our blog article on Net Promoter Score to include tons of new information! What used to be an article focusing on the pros and cons of Net Promoter Score is now a comprehensive guide to NPS. In the updated article, you’ll learn… How to calculate Net Promoter Score Best practices […]
No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer […]
Portland, OR: March 16, 2021 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2020 Superior Customer Experience award. This is the sixth year in a row, Yaskawa America has achieved this honor. To achieve the Superior Award (formerly known as the Gold Award), Interaction Metrics sent surveys to Yaskawa […]
Shep Hyken and Martha Brooke had a great conversation (6-23-2020) about the future of customer feedback. Check it out here! They covered survey fatigue–it’s through the roof! And yet, they found 4 situations in which (when done well) customer feedback surveys are warranted, and profitable: 1. Tracking Studies B2B Tracking Studies help you forge stronger, […]
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