What do clients want to know about the customer experience?

  • How can we increase our Net Promoter Score?
  • How can we beat our competition?
  • How can we get more value from our customer interfacing teams?
  • How can we ensure our CX is exceptional?

 

Do you do Net Promoter Surveys?

Sure! If the Net Promoter question is right for your company, let’s do it. But in addition, to simply sending your NPS survey, we’ll optimize it to ensure you get the most actionable data possible.

We often recommend Net Promoter surveys for companies that:

  • Are in an industry where customers are likely to recommended you to their peers e.g., plastic surgeons, high-end hotels.
  • Are not using their survey as a branding tool and don’t care about granularity or root causes.
  • Want to compare their score to other companies’ Net Promoter scores.

 

What makes Interaction Metrics different? What’s your innovation?

The usual ways of measuring customer perception are based on simplistic, non-scientific renderings of customer satisfaction and customer service. But “simplistic” doesn’t tell you how to improve. Our objective methods capture the nuances of the customer experience and translate those nuances into detailed next steps.

 

I see you use QCI™ Score. What’s that?

QCI™ stands for Quality of Customer Interaction, and it tracks the lived customer experience with one number. QCI™ reflects every aspect of your company that customers interact with, weighted by how important those aspects are to each customer. We’ve seen companies start with QCI™ scores as low as 14 and as high as 88 (on a 100-point scale). We reward clients who reach a QCI™ Score of at least 85 with a badge showing their stand-out performance.

 

What are some of the methods you use for measuring the customer experience?

Short transactional surveys. Intricate customer relationship surveys. Tracking study surveys. Text Analysis of  verbatims. Customer Interviews. Customer Service Evaluations. And more! What’s most important is taking the time to explore your objectives so that we use the best methods for you!

 

If I ignore the customer experience, is it really going to hurt me?

Yes, not only are you losing opportunities to impress your customers, but you’re also increasing the risk of poor reviews. Growing customer loyalty, isn’t that the point!?

 

How will your Customer Service Evaluations benefit me?

Our Customer Service Evaluations track your gaps, friction points, and missed opportunities – and show you how to improve. On average, our initial evaluations identify 19 under-performing areas that affect customers’ reactions. In addition to knowing how to improve, you’ll have statistically valid metrics and facts that you can share with stakeholders.

 

What could you add to our in-house customer satisfaction survey program?

  • Questions vetted for objectivity, and nuance
  • Tactics and strategies to optimize response rates
  • The option to embed operations data and priority codes
  • Dynamic logic gating and other actions that reduce survey fatigue
  • Detailed analyses that pinpoint specific areas for improvement
  • Interactive dashboards to track and manage your progress over time

 

Who is the current Net Promoter Score leader?
Net Promoter scoring ranges from -100 to 100. At the time of this writing, (Q2/2021) TESLA leads with a Net Promoter score of 98.


What’s the difference between a Net Promoter Score and an NPS Strategy?

Your Net Promoter Score is simply the calculated difference between the percent who promote you (scores of 9-10) and the percent who are your detractors (scores of 0-6).  Having a score is a start, but it’s not actionable.

With a Net Promoter Strategy, we tweak the NPS question (if needed) to make it relevant to your audiences and include:

  • Discovery to determine which touchpoints will give you reliable Net Promoter data.
  • Analysis of the open-end text portion of your NPS Survey.
  • Segmentation of your Net Promoter Score by customer personas and situations.
  • Correlation studies to uncover your NPS drivers.
  • A curated shortlist of additional questions (when relevant) to add nuance to your Net Promoter Score.

 

Do you have a list of customer satisfaction survey questions?

Yes! We have a list of customer satisfaction survey questions that we can share with you, and this is often a great place to begin.

But what’s most important is understanding your goals. This way, we can customize questions to areas where you are sure you will act. Too many vendors simply lift questions from other company’s surveys. This rarely results in actionable insights you can use!


Is there a single best customer satisfaction metric?

Metrics are key to our entire approach so serving up a score comes with all our surveys. As for the best way to measure customer satisfaction? That depends on you.

  • If you compare yourself with other companies, Net Promoter Score is your single best customer satisfaction metric.
  • On the other hand, if you work hard to be an easy company to do business with, Customer Effort Score is germane.
  • For companies with high-value customer relationships, Competitive Edge Score is critical. In other words, there is not a single best customer satisfaction metric, but there is one best for you.

What is sentiment analysis? Is it useful?

Customers respond in myriad ways to questions like “How could we improve?” Or “Please explain why you gave the score that you did.” Because of the depth and breadth of unstructured text, you need special tools. Sentiment analysis is the tool that identifies whether the tone of customers’ comments is positive, negative, or neutral – and it’s useful, especially when the categorizations uncover nuances like frustration versus anger. But sentiment is only one aspect of customers’ comments. What customers write about is more actionable than their sentiment, and therefore 90% of what our Text Analysis delivers.


How often should I do employee surveys?

Because employee engagement correlates with customer satisfaction, do employee surveys quarterly. This way, if something is off, you can address it quickly. But if you are doing employee surveys that frequently, how do you avoid burning staff out? Here are a few ideas.

First, keep your surveys short and themed. For example, one employee survey might be about leadership; the next could be about meeting customer’s demands. Keep a few static rating questions for longitudinal analysis, but your other questions should all be topical.  As long as your employee surveys are interesting, staff will want to take them.

Also, consider embedding actions into your surveys so employees can see how their answers compare with their peers. And be sure to circulate summaries and infographics of the data so employees know their input matters.

Lastly, make sure to provide an option for anonymity. Many employees are happy to express themselves, but they don’t want to be singled out. So, make sure you have an anonymous protocol in place and that employees believe and understand it.


Is there a best customer feedback platform?

We think you’ll love our customer feedback platform because we include a real-time portal at no additional cost to you. In addition, we integrate with Power BI, which is Microsoft’s suite of business reporting and data visualization services.

Software providers like Medallia and Qualtrics have good customer feedback platforms too, but make sure you have staff with the time and interest in learning how to write surveys and get up to speed with their tools

Our customer feedback programs are turnkey. We write the survey questions. We lay your survey out with embedded logic and answer formats. We set up your campaigns. We run the analysis. And when needed, we integrate additional research methods to add depth to your survey data too.