Interaction Metrics is a team of expert Customer Experience Analysts. We optimize customer experiences using Advanced Customer Listening.

Our innovation is to take customer feedback surveys, interviews, and other methods to a breakthrough level with radical customization, actionable metrics, and interactive dashboards. You’ll see your wins, friction points and missed opportunities with customers.

Present and Past Clients Include:


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

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

Customer Service Evaluation with Comparative Net Promoter Analysis
2019-10-31T19:46:18+00:00
Customer Service Evaluation with Comparative Net Promoter Analysis

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

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

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

Mystery Shop Tracking Study, Customer Interviews & Workshops
2019-10-31T19:49:06+00:00
Mystery Shop Tracking Study, Customer Interviews & Workshops

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

Workshops with Model Answers
2019-10-31T19:50:23+00:00
Workshops with Model Answers

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

With other Customer Experience agencies, you get a general sense of how you are doing. With us, you’ll have the detailed insights you need for clear next steps. 

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 see most Customer Listening as inadequate—so they look to us to advance their customer listening through projects and ongoing programs.

Our methods include customer surveys, tracking studies, net promoter score surveys, customer service evaluations and more. Common to all of our methods we:

  • Collect data
  • Code the data
  • Conduct analytics
  • Transform data into insights with Findings Reports and 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

5.0
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 

5.0
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

5.0
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

5.0
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

5.0
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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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

Based in Portland, Oregon, we optimize customer experiences everywhere.