Customer Satisfaction Surveys for Better Results
Take your surveys to the next level without breaking the bank.
Our surveys are designed for action!
Our survey planning framework simplifies the entire survey development process for you. We developed the TrueData™ process to ensure precision and quality, so you'll be positioned to steer your company with actionable data you can use.
5 Survey Mistakes Costing You Customers ➔
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Too many surveys look the same and fail to listen.
Enter Interaction Metrics. We don’t work from survey templates or a generic approach.
Instead, we put your goals for customer feedback front and center.
For example, in this survey, our client is focused on gauging follow-through.
What would you like to learn from your customers? What are your goals?
98% of Surveys Fail Due to Biases, Poor Design, and Low Response Rates.
Most surveys contain flaws that result in unreliable–useless–data.
And without solid data, you’ll miss out on insights that can help you grow.
Have you ever had the opportunity to examine your surveys from an expert perspective?
Let’s work together so we can build customer satisfaction surveys that give you decisive insights.
Do Your Surveys Ask The Right Questions?
Leading questions prompt customers and employees for the answers you want to hear. They should be avoided like the plague!
Engage with Interaction Metrics and we’ll vet your survey questions for neutrality. We’ll also ensure that each survey question is specific to the exact touchpoint we’re asking about.
Does neutrality and specificity matter? Absolutely! It’s what makes your data actionable.
Are Your Results Statistically Valid?
The key to getting statistically valid results is choosing the right sample size. Too large of a sample wastes time and money. Samples that are too small lead to biased data.
Are You Surveying Sub-Populations From Your Customer Base?
In most cases, your customer base can broken down into sub-populations, and each sub-population needs a proportionate number of responses in your overall data.
Depending on who your customers are, sub-populations could include contractors, distributors, high-value accounts, new customers, and more.
Bottom line: to understand the customer journey, shift from ‘overall’ thinking to ‘thinking in terms of subs!
Are You Using Robust Analysis for Detailed Feedback?
Don’t settle for basic scores. Advanced techniques like text analysis, correlation analysis, and cross-tabulation reveal patterns in customer expectations and behaviors. By comparing perceptions to expectations, you can pinpoint critical KPIs and identify exactly where to improve.
Transform feedback into actionable strategies that enhance satisfaction, boost loyalty, and drive measurable business growth. Your data holds the answers—unlock them with smarter surveys.
Are You Integrating CRM Data into Your Surveys?
The easiest way to overlook data is by failing to collect it in the first place. Surveys should embed CRM data to make responding to customer needs simple for your tech support, help desk, and consumer affairs teams.
Besides, this enables personalization, which vastly improves survey response rates.
Do Your Survey Reports Include Customer Comments, Infographics, and Dashboards?
Reports without visuals and detailed data leave your team guessing.
Without access to dashboards, charts, and customer comments, it’s hard to identify issues that need immediate response.
Advanced reporting helps you identify trends over time so you can resolve issues that may be overlooked during day-to-day activities.
Step 1
Discover Opportunities
See a wide range of survey questions, formats, and strategies. Discover what’s best for you.
Step 2
Review Your Survey
We make recommendations and customize your survey. When you love it, we press go.
Step 3
Take Action
Share insights with your team! You'll have a live data portal and robust analysis.
Pricing
"Interaction Metrics has given us detailed insights about the customer experience that we never could have achieved on our own. Their Service Evaluations and Surveys have been eye-opening and transformative!"
Andrew Larsen, Talent & Development Program Manager, Acme Construction Supply Inc.
"Interaction Metrics’ thoughtful approach gets to the heart of understanding the changes required to deliver consistently exceptional customer interactions."
Paula Skartland, Customer Experience Manager, Safeco Insurance, a Liberty Mutual Company
"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
5 Survey Mistakes Costing You Customers ➔
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How Interaction Metrics Surveys Make a Difference
Transform your customer feedback into actionable insights with features meant to help you make better decisions, improve customer satisfaction, and grow your business.
Personalized Surveys for Greater Relevance
No more one-size-fits-all questions. Dynamic survey logic ensures each respondent only answers what’s relevant to them, saving time and showing respect for their input.
CRM Integration
Embed ticket numbers, associate names, and product details directly into your surveys. We’ll help you combine your CRM data with customer feedback to unlock powerful, actionable insights.
Surveys Optimized for Increased Response Rates
Stand out in crowded inboxes with proven strategies like personalized emails, thoughtful reminders, and embedded gift codes to maximize participation.
Find and Address Hidden Opportunities
Our advanced text analysis reveals unmet customer needs and pinpoints growth opportunities from open-ended feedback that helps uncover insights you might not have thought to ask about in your survey.
Our Guarantee: Rigorous Surveys, Real Insights
When you choose Interaction Metrics, every question on every survey is carefully crafted using a market research, data-driven, scientific approach.
This ensures you receive trustworthy, unbiased, relevant data that helps you make the right decisions to grow your company.
What Your Customer Satisfaction Surveys Include
No vague templates. No misleading results. We remove the guesswork by customizing your survey to your goals and customer needs. With our proven methods and research expertise, you’ll get clear, actionable insights from every survey.
Neutral, Unbiased Questions
Every question is designed with your goals in mind so you get the insights that matter most to your business. No fluff—just relevant, actionable data. Scientifically designed questions eliminate bias and provide you with accurate, truthful insights about your customers’ opinions.
Logic Gating for Customization
Tailor each survey to the respondent’s experience. Our logic gating ensures customers only see questions that are relevant to them, respecting their time while improving the quality of your data.
Text Analysis for Deeper Insights
Go beyond surface-level data with text analysis that quantifies common themes like long wait times, desired product features, and quality control issues while accurately capturing customer sentiment to pinpoint opportunities for improvement in the customer experience.
Embedded CRM Integration
Combine customer feedback with operational data like ticket numbers, product details, and associate names for increased response rates and actionable insights that align with your business operations.
Ready to Elevate Your Customer Insights?
Contact us to discuss how we reduce customer churn and increase customer loyalty. You’ll learn about the latest customer experience trends and advances in survey technologies.
Frequently Asked Questions
How do you avoid bias when writing customer satisfaction survey questions?
We use a data-driven, scientific approach to craft unbiased survey questions. By avoiding leading language and employing neutral phrasing, we ensure your survey data accurately reflects your customers’ real opinions.
Are customer satisfaction surveys considered to be a form of quantitative or qualitative customer feedback?
Customer satisfaction surveys can include both quantitative questions (like Likert scale questions) and qualitative data (from open-ended responses). This combination provides a balanced view of satisfaction levels, helping you gain insights into key drivers of customer behavior, pain points, and areas where the service provided can improve.
Our use of tools like Likert scale questions and open-ended responses allows us to capture both quantitative and qualitative insights, offering a complete picture of your customers’ experiences and preferences.
Are customer satisfaction surveys a valid way to measure customer satisfaction?
Yes, CSAT surveys, NPS surveys, and similar tools are highly effective in measuring overall satisfaction and tracking changes over time. They help you understand how your existing customers feel about the service provided, identify areas of improvement, and foster loyal customers.
When designed correctly, these surveys deliver valuable information about why customers think and feel how they do.
What are customer segments?
Customer segments are groups of people categorized by shared characteristics like demographics, usage patterns, or customer preferences.
Segmenting your target audience allows you to better tailor your surveys to capture feedback relevant to different aspects of your customer base, leading to insights that identify patterns and inform strategies for retaining customers and attracting new customers.
What is customer effort score and why does it matter in relation to satisfaction surveys?
Customer effort score (CES) measures how easy it is for customers to interact with your business or resolve an issue. CES is a critical metric because it directly correlates with service quality and whether your customers have a positive experience.
High CES scores indicate that customers feel valued and that your processes are seamless, which boosts brand reputation and increases the likelihood of creating loyal customers.