TrueData™ SURVEYS

From the Founder: Martha Brooke

Who we’re for, what makes us different  — and why that difference shows up directly in the results!

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We’re Not for Everyone — and That’s by Design

Interaction Metrics is an independent, full-service customer survey and CX strategy company based in Portland, Oregon. Founded by Martha L. Brooke in 2004, we design, deploy, and analyze customer and employee surveys for organizations with high-value customer relationships. We manage every step of the research process — from survey design and sampling through fielding, analysis, and executive-ready findings presentations.

I started Interaction Metrics because I kept seeing the same problem: companies were collecting customer feedback and doing almost nothing useful with it. Either the surveys were bad, the data was murky, or the findings got buried in a slide deck that no one acted on. That felt like a genuine waste — of money, of customer goodwill, and of a real opportunity to get better.

So I built the company I wished existed.

What We Provide That an In-House Team Can’t

Your team is smart. But there are a few things an internal team structurally cannot give you:

True third-party objectivity. Customers say different things to an outside firm. They’re more candid, more specific, and more honest — especially about the hard stuff. That candor is where the real intelligence lives. As an independent, third-party survey provider, we surface what your own team simply cannot.

Deep expertise in survey design, sampling, and deployment. A poorly designed survey doesn’t just give you bad data. It gives you confidently wrong data — and decisions made on confidently wrong data are worse than no decisions at all.

The right software for the job. We hold licenses across multiple leading survey platforms — including Qualtrics, Alchemer, and others — and match the tool to your specific study. You don’t pay for software separately, and you’re never forced into a platform that doesn’t fit your needs.

Analysis that goes beneath the surface. Crosstabs, correlations, root cause work — we dig until we understand why, not just what. That’s where the actionable part of “actionable insights” actually comes from.

Findings presentations that land. This is where most research dies — in a dense report nobody reads. Ours are built for executives and frontline teams alike. We tell you what matters, what to do about it, and how to make the case internally. See how our findings reports work →

What We Provide That Survey Software (alone) Can’t

Platforms like Qualtrics and SurveyMonkey are tools. Interaction Metrics is an end-to-end customer experience research program. Here’s what that means in practice:

We do everything for you. Strategy, design, fielding, analysis, presentation. You don’t need to become a survey expert — or hire one.

We’re more cost-effective than you’d expect. Because we already hold the software licenses, you’re not paying for platforms separately on top of our fees. On average, clients save 39% versus managing the program themselves.

Your survey strategy is built around your actual decisions. What do you need to do with this data? That question drives everything we build. Not templates. Not defaults. A B2B customer survey company worth its fees starts with your action needs, not a library of pre-built questions.

Exceptional deliverability. We send from a real reply-to email address with rigorous deliverability protocols. Your surveys actually reach people — which sounds basic until you realize how many don’t.

The highest response rates in the industry. Because the surveys are well-designed, well-timed, and feel worth completing. Response rate isn’t a vanity metric — it’s the difference between a representative sample and a skewed one.

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 Little About Me

I’m a Certified Customer Experience Professional (CCXP) and hold a Six Sigma Black Belt — which means I care about both the human side of feedback and the statistical rigor behind it.

Before founding Interaction Metrics, I worked for two early dotcoms, Lucy.com and Food.com, and consulted for Nike and Adidas. I’ve spoken at the CXPA Leaders Conference, the Help Desk Institute, the Project Management Institute, and dozens of other industry events. The Los Angeles Times has quoted me as “a vocal critic of survey culture” — a badge I wear with some pride.

I have strong opinions about bad surveys. If you send me one you’ve received recently, there’s a decent chance I’ll have thoughts. I also have a slight obsession with question wording, a deep appreciation for a well-constructed scale, and I’ve probably read more academic research on response bias than is strictly healthy.

If you’re ready to turn your customer relationships into a genuine source of intelligence — let’s talk.

Martha L. Brooke Founder, Interaction Metrics

Schedule a Call with Martha →

Trusted by Companies Like Yours

Trusted by leading companies worldwide

A Smarter Look at CX

Billions of surveys go out every day. NPS scores barely budge. Martha explains why in 90 seconds — and it comes down to science.

The Interaction Metrics Difference

• Scientific Survey Design: We build surveys that measure what matters — no leading questions, no bias baked in.
• Third-Party Objectivity: As an outside partner, we surface truths your internal team can’t see.
• Statistically Valid Facts: We use proven methodologies, so your data captures reality, not distortions.

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