TrueData™ SURVEYS
B2B Customer Effort Score Surveys. Pinpoint Your Friction.
You get surveys written, sent, and analyzed for you, so you’re never left guessing where your customers face friction.
B2B Survey Experts ﹡ Third-Party Objectivity ﹡ Software Included
We bring certified analysts, proven methods, and everything you need. No licensing costs, no learning curve.
See Where Your B2B Customers Struggle and Why
CES Surveys focus on ease of use: how hard is it for your customers to get what they need from you?
Most Customer Effort Score (CES) surveys ask one question. Ours go further. We measure the real effort customers experience across key interactions, like placing an order, getting support, completing returns, and more.
With this depth, you’ll see where friction lives and why it happens. Plus, you’ll have a composite Customer Effort Score trackable over time and showing what makes your company harder (or easier) to work with.
As a full-service partner, we design the instrument, manage outreach, and segment results to explain the ‘why’ behind effort, so fixes are clear.
The AI Survey Trap
AI builds surveys from templates, not experience.
At Interaction Metrics, we use AI where it adds value and lose it where it doesn’t.
Our analysts supply the oversight, alignment, and objectivity that AI can’t.
Built for B2B teams that need true survey experts, not another DIY tool.
Real Insights, Not Just Scores
Survey platforms hand you a number and leave the rest up to you.
We don’t. We turn vague ratings into sharp insights, so you know where friction is happening and what to do about it.
Instead of data to interpret, you get clear next steps that reduce effort and improve the customer experience. Because removing friction shouldn’t be a guessing game. It should be the next thing you fix.
Let’s Build the Right Survey for You!
Stop settling for surveys that fall short. Let’s build a survey that gives you honest answers, drives action, and accelerates growth.
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A good customer survey isn’t one click. It’s dozens of steps.
We handle them all.
Let’s streamline your survey and give you data you can trust.
Built-In Features that Drive Growth
Save money. Software included.
No add-on costs. No upsells. No separate licenses. Just results.
Custom design. 100% bias-free.
Built from scratch to match your goals—no templates, no leading questions, no fluff.
Insights grouped by themes.
Evidence based, statistically valid data presented in priority order.
Human-coded text analysis + AI-assists.
Every open-ended response coded for nuance and clarity.
Highest response rates!
100% deliverability. 100% engaging. Surveys customers want to take.
CEO-ready Findings Reports.
Action-focused presentations designed for executives and frontline teams.
TrueData™ Surveys are for B2B Companies
with High-Value Customer Relationships
Trusted by Companies Like Yours
Let’s Build the Right Survey for You!
Stop settling for surveys that fall short. Let’s build a survey that gives you honest answers, drives action, and accelerates growth.
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Frequently Asked Questions?
A CES survey measures how easy it was for a customer to complete a specific interaction: resolve an issue, place an order, get an answer. CES is one of the most predictive metrics for retention and churn because it captures friction in the moment it happens.
Net Promoter Score (NPS) asks whether someone would recommend the company. Customer Effort Score (CES) asks how hard it was to get what they needed. CES is often a better real-time signal for service improvements because it ties directly to a specific interaction, while NPS measures overall loyalty.
Customer Satisfaction (CSAT) measures whether the customer was satisfied. Customer Effort Score (CES) measures how much effort it took them. Two customers can be equally ‘satisfied’ but have very different effort scores, and the customer with higher effort is more likely to churn, even if they didn’t complain.
Send CES after key moments in the customer journey: support calls, repair requests, online transactions, self-service interactions. Anywhere a customer has to navigate a process. CES should be measured at multiple journey points because effort can vary across channels.
High contact volumes, repeated questions, abandoned carts, negative reviews. These often trace back to effort the customer didn’t sign up for. A CES program makes those issues measurable and prioritizable.
We combine quantitative CES scores with open-ended comments. Using our TrueData™ model, we find patterns in customer friction and translate them into prioritized improvements. The team gets a benchmark, a trendline, and a list of fixes ranked by impact.
More Resources:
What Is Customer Effort Score (CES) & Why Does It Matter?
Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if you’ve ever had a hard time canceling a subscription or fixing a billing issue, you know exactly why it matters. Has this ever happened to you? You clicked through five help articles, waited […]
How to Increase Customer Retention: 15 Proven Strategies That Work
What Is Customer Retention and Why Does It Matter? Customer retention may sound like business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Think about your favorite coffee shop. Maybe they offer you a punch card where you earn a free coffee after ten purchases. That’s […]
Top Customer Satisfaction Survey Companies of 2026
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 […]
If you’re thinking about your Customer Effort Score survey, let’s talk.
Only Need Software
Level 1
If you already have your survey designed, power it up with the best software and the experts who know how to use it.
$1500-$3000
Complete Design & Deploy
Level 2
All your survey questions, logic flow, rating scales, email campaign, and every other step are managed for you.
$6000-$9900
Get The Analysis Too
Level 3
Crosstabs, correlations, text analysis, dashboards, and findings decks with next-step actions presented to your team.
Varies by Complexity
Need Something More Tailored?
Not every challenge fits neatly into a package. We build custom research and survey strategies for teams with unique goals, complex audiences, or multi-phase initiatives.
Let’s Build the Right Survey for You!
Stop settling for surveys that fall short. Let’s build a survey that gives you honest answers, drives action, and accelerates growth.
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