Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. According to Forrester Research, in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. In addition, the Average American Customer Satisfaction Index (ACSI) was 77 (a C+ grade) in 2023 and has been hovering in the mid-70s for years. What’s the missing link? How is it that companies implement customer experience initi ..read more

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good survey questions that result in objective, actionable data. Are you looking to improve your data right away and don’t want to read this entire post? Here are three tips I always give: Ask compelling but non-leading questions Craft an engaging survey invite—because getting a high response rate is key Combine your surveys with other methods Sit Back and Watch the 1-minute Video Interaction Metrics’ Kaitlyn Bartley gives you an example of a leading question ..read more

Here’s a fact: Survey question bias gives you skewed data. Another fact? Biased surveys are everywhere. Survey biases can be obvious but often subtle, and survey writers can be oblivious to them entirely. So, how do you make sure your survey is bias-free? Survey Question Bias: What It Is As my friend and I were ending lunch at a chain restaurant, our server brought the check. At the bottom, the receipt included a QR code for a survey. “I’d really appreciate it if you give me 9s and 10s on the survey,” our server said. “I won’t get assigned good shifts unless I get high scores on the survey ..read more

While customer surveys have become a standard part of nearly every transaction, most surveys fail to engage; even worse, they fail to collect reliable data. Wondering how to improve customer satisfaction surveys and get yours to stand out? Read on for the biggest survey mistakes and solutions to common survey problems. “Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skillful execution,” said WWII Marine and Medal of Honor recipient William A. Foster. When it comes to surveys, quality is paramount—because only high-quality su ..read more

Introducing the latest team member to join Interaction Metrics: there’s now an Interaction Metrics GPT!   You can ask our OpenAI-backed search bot anything you want about customer surveys, customer service, or anything else related to measuring and improving the customer experience. Check it out here!  Here are a few questions you might want to ask it:   What are some best practices for getting customer feedback?  What’s an NPS score?  What is weighting in surveys?   What is survey sampling?   What are some common examples of survey bias? &nb ..read more

In this episode of the podcast Distribution Talk, Jason Bader has a far-reaching conversation with Martha Brooke. Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Martha explains that customer service is a subset of customer experience and discusses how to evaluate and elevate call center interactions based on four key dimensions: Efficiency, Information, Connection, and Differentiation; within each dimension, there are usually several elements. Case Study Explored: Martha and Jason dissect a dis ..read more

Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. It’s more fundamental than that — it’s simply right.” DEI programs may be right, but it’s no secret that they are controversial in the workforce. Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program. But first, consider this truth: without scientific d ..read more

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” Whether those numbers are exactly right is questionable, but the sentiment certainly underscores the importance of keeping your customers happy – which is precisely why you need to know how to get customer feedback. Let’s face it: if you don’t get accurate, actionable customer feedback, you risk losing customers – and opportunities to innovate and improve. What’s Customer Feedback? Why Is It Impo ..read more

Looking to hire a Net Promoter Score company? Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part. Most likely, what you really care about is doing your survey in a way that: Reflects well on your brand Enables you to boost your score Tracks results over time The key to increasing your Net Promoter Score is understanding the core principles of customer experience (CX) and knowing when (and when not) to use NPS. Furthermore, it’s about employing NPS strategically as part of a total customer program. Unfortunately, the Net Promoter Score is frequentl ..read more

The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. But it’s also easy to misunderstand and misuse. Created in 2003 by Fred Reichheld of Bain & Company, the Net Promoter Score (NPS) asks: “How likely are you to recommend us to a friend or colleague?” Customers answer on a 0-10 scale. Then, the Net Promoter Score (NPS) is the percent of promoters (9-10) minus the percent of detractors (0-6). That means if everyone rated you a 9 or a 10, your NPS Score would be 100! However, the average NPS Score is a far cry fr ..read more