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).

 

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.

 

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 Service Evaluations pinpoint 19 under-performing areas that affect customers’ reactions. Our Evaluations also give you 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