A Really BIG Customer Satisfaction Survey No-No

Our company recently began working with a website optimization service. As the introductory phone call drew to a close, our new account manager asked me to take a customer satisfaction survey—and told me, “That’s how I get paid.” This was useless, awkward, and inappropriate. It showed that what I had to say didn’t really matter. […]

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Starbucks: Your Customer is NOT Your Guinea Pig

It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and needed a snack. I ordered a drink and a bagel, and moved out of line to wait. My drink came out quickly, but five minutes later there was still no bagel. I caught the […]

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Are You Benchmarking OR Innovating?

Benchmarking has a history of helping businesses compete in global markets. But these days, many companies are missing out on the opportunity to innovate due to an over-reliance on benchmarked metrics. The practice of benchmarking was born in the 1950’s with companies like GE and Toyota. Then, what was in vogue was a process called […]

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Genius Tips to Improve Your Customer Survey

An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. At Interaction Metrics, we often find that companies assume they’re ready to launch their customer survey as soon as they’ve […]

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What You’ll Never Get from NPS (Or Any Other Outcome Metric)

Every company has its own take on customer experience—what are your goals? Perhaps you’re looking to stage the customer experience to strengthen customer loyalty and retention. Or, maybe you need more proactive customer service to increase First Call Resolution (FCR). Sometimes, customer surveys paint a rosy picture, but your sales numbers tell a different story—and […]

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Customer Comments + Intelligent Analysis = Gold

The point of a customer survey is to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. And while billions of customer surveys are issued each year—typically including open-ended comment fields—most survey programs lack research protocols for listening to and understanding what customers are actually saying in those comments. […]

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Break Your NPS® Routine

NPS® is a routine question used in customer feedback surveys. Nearly everyone has seen it: How likely is it that you would recommend us to a friend? This question assumes that customers think in terms of their likelihood to recommend companies—but all too often, it’s not realistic, and it’s not how people think. For instance, […]

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Fix Common Survey Errors with a Smart Process

Is your customer satisfaction survey good? Really good? Customer satisfaction surveys are a multi-billion dollar industry. Unfortunately, most customer feedback is riddled with errors. From sampling issues to poorly worded questions, the state of customer feedback is weak. It’s especially unfortunate because, with a clear process in place, survey errors are entirely preventable. Watch our […]

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Your Survey (Probably) Sucks: 5 Survey Errors

We’ve written a lot about customer satisfaction survey errors, but, time and again, we see the same mistakes crop up. There are a lot of errors surveys make, but these are 5 of the worst. Check out our latest Slideshare about this topic and read on, because these are the kinds of errors that alienate […]

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