Get 5 Best Practices to Boost Your Customer Listening

Do your customer satisfaction surveys engage your customers? Are you collecting customer feedback that’s both accurate AND actionable?

Options:

Mini-Projects: We optimize your survey questions, verbatim analysis, logic gating & more.

Tracking Projects: Our surveys track your progress and pinpoint areas to improve.

Feedback Programs: Stay on top of performance with our daily reports and dashboards.

Customer Satisfaction Surveys


“We continue to be impressed by the quality and clarity of Interaction Metrics’ Findings Reports and surveys.”

Dennis Fitzgerald, Vice President Customer Satisfaction, Yaskawa America 

Interaction Metrics
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2019-10-31T20:44:31+00:00

Dennis Fitzgerald, Vice President Customer Satisfaction, Yaskawa America 

“We continue to be impressed by the quality and clarity of Interaction Metrics’ Findings Reports and surveys.”
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1
Interaction Metrics

Benefits:

  • Objectivity
    We build out your entire customer feedback strategy to collect accurate, unbiased data. If you already have surveys, we evaluate them for biases such as internal language, double-barreled questions, and sampling errors. Then we roll up our sleeves and eliminate the flaws.  

  • Customization
    Whether you need customer feedback about your tech support team, customer service, repairs or returns, we customize your surveys to maximize relevance. Too many vendors use a cut and paste approach to survey design which is tedious for your customers and not actionable for you.

  • Insight
    We build operations data (incident numbers, products purchased, etc.) into your satisfaction surveys to keep them focused on each customer and their situation. Combining operations data with surveys boosts insight significantly.

  • Superior Response Rates
    When everyone is sending surveys, response and completion rates are always a consideration. To solve for this, we use a range of strategies that include compelling survey invite techniques, along with building priority codes and gift cards into your surveys. 

  • Nuanced Findings
    We use dynamic logic to delve into the nuances of how your customers feel about your people, processes, price points, and other aspects of customer satisfaction.

  • Verbatim Analysis
    Whether you’re using a follow-up question to the Net Promoter question or asking about anything else that involves text, Verbatim Analysis is crucial to understanding the root causes driving your outcome scores. Our approach to verbatims boosts your survey’s value.   

  • Hybrid Methods
    Combining satisfaction surveys with Customer Interviews and Customer Service Evaluations deepens insights. If we see this could benefit your initiatives, we’ll show you how this works. 

  • Dashboards
    You’ll be able to interact with your data in a visual way and see how different variables affect your scores. Filtering by product, associate, time period, etc. enable you to make powerful real-time decisions. Check out a few of our dashboards here.

If you’re doing a DIY survey or using a survey platform like Medallia, let’s discuss our Mini-Projects as a way to help you reap more value from what you currently have! But perhaps you need a tracking study or a program with access to our easy-to-use portal. Let’s discuss the possibilities. 

Interested in Customer Listening?

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