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Yaskawa, another one of our clients using our customer surveys and other customer experience consulting services.
CareCredit, another client using our customer surveys and other customer experience consulting services.
Synchrony Financial, another one of our clients using our customer surveys and other methods
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Richards Supply, another one of our clients using our customer surveys and other methods
The State Bar of California, another one of our clients using our customer surveys and other methods
Revant, another one of our clients using our customer surveys and other methods
Safeco Insurance, another one of our clients using our customer surveys and other customer experience consulting services.
KZA, another one of our clients using our customer surveys and other methods
Acme Construction Supply, another one of our clients using our customer surveys and other methods
OCFA, another one of our clients using our customer surveys and other customer experience consulting services.
Bosch, another one of our clients using our customer surveys and other customer experience consulting services.
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"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

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"Interaction Metrics has given us detailed insights about the customer experience that we never could have achieved on our own. Their Service Evaluations and Surveys have been eye-opening and transformative!"

Andrew Larsen, Talent & Development Program Manager, Acme Construction Supply Inc.

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"Interaction Metrics has been a great partner on [employee] survey deployment, reporting, and gleaning insights from the data. The recommendations for next steps, provided by Interaction Metrics, were well received and we look forward to incorporating the feedback. Kudos to the Interaction Metrics team for a job well done!"

Stephanie Holloman, Assistant Chief/Human Resources Director, Orange County Fire Authority

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"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

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"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

Get: ‘The State of CX Report’, delivered quarterly ➔

Trusted insights. No fluff. Zero noise.

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Excerpt from Current “State of CX” Report:

April 30, 2025 | Title: 3 Surprising Ways to Rethink Customer Experience

Many CX programs are drowning in data and dashboards—but starved for insight.

That’s why, each quarter, I share a few breakthrough ideas pulled from real-world successes I see with clients every day. These aren’t theories—they’re proven paradigm shifts. If even one gets you thinking differently, I’ve done my job.

Let’s dig in—

The Fatal Flaw Undermining NPS & CSAT Scores

The problem with NPS and CSAT? They treat every part of the experience like it matters equally. But that’s not how customer experience works.

For example, one critical delay can outweigh five friendly moments. Yet conventional scoring systems treat all moments with equal importance and average everything out.

That’s not objective.

It’s misleading.

To measure what matters, apply a weighting factor.

Run correlations to uncover what’s driving your scores—and ask customers to rank what’s most important to them.

Then use weighted gap analysis [expectations – perceptions * priorities] to focus your analysis where it will move the needle.

#2 You’re Not Competing in a Vacuum—Stop Measuring Like You Are

Customers don’t evaluate you in isolation.

They compare you against the last great experience they had.

That’s why relying only on internal metrics is risky. You need to measure expectations shaped by other companies—because it’s other companies that set the bar.

In our Exploratory Surveys, we ask customers to name a competitor—then we pipe that name into follow-up questions.

It’s a simple move with a big impact.

It shows where you’re falling short and where your rivals are pulling ahead.

Even better, it gives your team a clear, motivating target.

Vague feedback doesn’t drive action. But falling behind a competitor? Now we’re talking.

#3 The Survey Experience Matters—Much More Than You Think

A bad survey does more harm than no survey at all.

I still remember when Lowe’s asked for feedback—and then ignored my detailed response. It wasn’t just frustrating; it degraded the brand.

According to research by Shep Hyken, 83% of customers trust a company more when it delivers an excellent customer experience—and the survey itself is part of that experience. Furthermore, Hyken has documented cases of customers walking away simply because the survey was too long.

So, when your survey looks outdated, asks too many questions, repeats the same generic prompts, or feels like a box-checking exercise, you’re sending a clear (and negative) message: We don’t care. And we’re not really listening.

Bottom Line: Your survey is a brand touchpoint. It should be modern, intuitive, and make customers feel heard.

* * Immediate Tip: Take a hard look at how your survey ends—usually that’s the last question and the parting message on the closing screen. Does your survey peter out? Or does it leave customers feeling valued? This matters because science shows that endings carry outsize weight.