Get 5 Best Practices to Boost Your Customer Listening

Interaction Metrics is a Voice of the Customer listening agency staffed by expert Customer Experience Analysts. We’re different than other agencies and solutions because we use science to improve the customer experience. Using science means we guarantee you’ll gain insights you can have the highest confidence in. To pinpoint your wins, friction points, and missed opportunities, we use advanced satisfaction survey strategies, sentiment analysis and more. 

Present and Past Clients Include:

Intel


Verbatim Analysis Across Multiple Surveys
Interaction Metrics
2020-07-04T00:26:57+00:00
Verbatim Analysis Across Multiple Surveys

Yaskawa


Daily Customer Feedback & Satisfaction Tracking Studies
Interaction Metrics
2019-10-28T22:01:26+00:00
Daily Customer Feedback & Satisfaction Tracking Studies

Wilmington Eye


360-degree Mystery Shop with Workshops and Model Answers
Interaction Metrics
2019-10-31T19:45:37+00:00
360-degree Mystery Shop with Workshops and Model Answers

Safeco Insurance


Customer Service Evaluations & Net Promoter Analysis
Interaction Metrics
2019-10-31T19:46:18+00:00
Customer Service Evaluations & Net Promoter Analysis

Richards


Customer Satisfaction Surveys with Customer Interviews
Interaction Metrics
2019-10-31T19:46:58+00:00
Customer Satisfaction Surveys with Customer Interviews

Vision Group Holdings


Customer Service Evaluation with Mystery Shop Comparison
Interaction Metrics
2019-10-31T19:47:46+00:00
Customer Service Evaluation with Mystery Shop Comparison

The State Bar of California

 

Agent and IVR Mystery Shop Tracking Study
Interaction Metrics
2019-10-31T19:48:18+00:00
  Agent and IVR Mystery Shop Tracking Study

CareCredit


Mystery Shopping, Customer Interviews & Workshops
Interaction Metrics
2019-10-31T19:49:06+00:00
Mystery Shopping, Customer Interviews & Workshops

Revant


Customer Service Evaluation with Model Answers
Interaction Metrics
2019-10-31T19:49:50+00:00
Customer Service Evaluation with Model Answers

Synchrony Financial


Customer Experience Workshops & Model Answers
Interaction Metrics
2019-10-31T19:50:23+00:00
Customer Experience Workshops & Model Answers

Konica Minolta


Verbatim Analysis & Survey Question Optimization
Interaction Metrics
2019-10-31T19:51:20+00:00
Verbatim Analysis & Survey Question Optimization

Anaplan


Satisfaction Survey Development with Metrics
Interaction Metrics
2020-09-02T16:26:08+00:00
Satisfaction Survey Development with Metrics

KZA


Email and Phone Customer Service Evaluation
Interaction Metrics
2020-09-02T16:54:31+00:00
Email and Phone Customer Service Evaluation
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Interaction Metrics

Large software platforms tend to focus solely on NPS surveys giving you just a general sense of how you’re doing. With us, you’ll have insight and clear next steps. If you have software that’s working well or an agency of record, we’d love to work on the sidelines with mini-projects to ensure you’re reaping maximum value. 

Interaction Metrics was founded by Martha Brooke in 2004, and she continues to oversee client programs. Interaction Metrics is a member of professional organizations including ASQ and CXPA, and is a certified Women Business Enterprise (WBE).

Interaction Metrics’ clients come in all sizes and sectors. What unites our clients is they are serious about improving the customer experience, so they look to us to advance their Voice of the Customer listening.

Whether we are doing customer surveys, tracking studies, or customer service evaluations common to all of our methods is our 5-step approach:

  1. Collect data
  2. Code it
  3. Extract metrics 
  4. Uncover insights
  5. Deliver Findings Reports & Dashboards


“We use Employee Surveys by Interaction Metrics to measure gaps between how our employees think we’re performing and how our customers say we’re actually doing. Where our employees have blind spots we take action. Because of this, we’ve improved the customer experience year over year!”

Don McNair, Senior Director Customer Interaction Center
Yaskawa America

Interaction Metrics
5
2019-12-13T17:22:34+00:00

Don McNair, Senior Director Customer Interaction Center
Yaskawa America

“We use Employee Surveys by Interaction Metrics to measure gaps between how our employees think we’re performing and how our customers say we’re actually doing. Where our employees have blind spots we take action. Because of this, we’ve improved the customer experience year over year!”

Customer Satisfaction Surveys


“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 

Interaction Metrics
5
2019-10-31T20:44:31+00:00

Dennis Fitzgerald, Vice President Customer Satisfaction, Yaskawa America 

“We continue to be impressed by the quality and clarity of Interaction Metrics’ Findings Reports and surveys.”

Mystery Shopping


"It was great to have Interaction Metrics do the kind of deep dive into our call center quality and analytics that is so desperately needed but that we just can’t make the time to do. A great service for a great value."

Leah Wilson, Executive Director, The State Bar of California

Interaction Metrics
5
2019-10-31T20:42:55+00:00

Leah Wilson, Executive Director, The State Bar of California

"It was great to have Interaction Metrics do the kind of deep dive into our call center quality and analytics that is so desperately needed but that we just can’t make the time to do. A great service for a great value."

Verbatim Analysis


“Interaction Metrics enriched the value of our data by providing great insight.”

Melissa Prew, Customer Experience Manager, Konica Minolta

Interaction Metrics
5
2019-10-31T20:45:24+00:00

Melissa Prew, Customer Experience Manager, Konica Minolta

“Interaction Metrics enriched the value of our data by providing great insight.”

Customer Service Evaluations


"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

Interaction Metrics
5
2019-10-31T20:46:13+00:00

Paula Skartland, Customer Experience Manager, Safeco Insurance, a Liberty Mutual Company

"Interaction Metrics’ thoughtful approach gets to the heart of understanding the changes required to deliver consistently exceptional customer interactions.”
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Interaction Metrics

With Interaction Metrics You’ll Have:

  • Statistically-Valid Sampling
  • Nuanced Metrics
  • Rigorous Protocols
  • Scores Tracked Over Time
  • Objective Facts
  • Analysts’ Recommendations
  • Immersive Dashboards
  • Actionable Findings Reports

Bottom line: Interaction Metric’s innovative approach and concrete, deliverables will take your Voice of Customer listening  to the next level. The best way to find out whether we can add value to your initiatives is with a personalized demo. You’ll see examples of our deliverables and learn about our process and fees. 

Curious about Voice of the Customer?

Get a demo or fill out the contact form here.

Contact Us

Based in Portland, Oregon, we use science to improve CX programs everywhere!