Category Archives: Interaction Metrics News

Voice of the Customer: It’s NOT About You!

by Martha Brooke on December 14, 2016

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of. Unfortunately, organizations run a high risk of tunnel vision, […]

Retailers Waste Time with Critically Flawed Surveys

by Martha Brooke on November 1, 2016

It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say? Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. The main finding: retailers like Lowe’s and […]

The Interaction Metrics Difference

by Martha Brooke on May 20, 2015

Federico Muchnik of Mighty Visual Media just finished a dynamite video (below) that explains the difference between the usual simplistic ways of measuring customer experience and our nuanced approach. It’s not about MORE data, it’s about SMART data—and Federico drives that point home. First, watch Fed’s video. Then, contact us to discuss whether a serious, research-backed […]

NYC August 20: The Future of Customer Service.

by Martha Brooke on July 31, 2014

Martha is speaking during the closing keynote panel of Customer Service Experience (part of Customer Solutions Expo) at the Marriott Marquis in New York on Wednesday August 20, 11:45 AM. Along with Esteban Kolsky of ThinkJar, R. Wang of Constellation Research, Kate Leggett of Forester Research, she’ll be discussing the future of customer service. From […]

Bob Thompson’s Hooked on Customers: Companies Listen Up!

by Martha Brooke on July 3, 2014

The team at Interaction Metrics loved Bob Thompson’s Hooked on Customers. We thought the overall premise—that companies need more than “strategies,” they need the right habits—is correct. As customer experience auditors, we come across lots of companies who pride themselves on satisfaction, but what counts is execution, day in and day out. Bob drives this […]

Don’t Feed the Haggler! Why E*TRADE Needs Customer Service Evaluation.

by Martha Brooke on April 29, 2014

This Sunday in The Haggler (David Segal. “In a Stock Trade, It’s Man vs. Machine.” New York Times, April 27, 2014), David Segal looked at a situation in which a computer misunderstood human language. We’re not surprised. As we’ve said before, customer experiences are complex, so computers don’t always get it. In this particular case, […]

Current State of Customer Service: 55%

by Martha Brooke on April 2, 2014

55%: As of March 31, 2014, we’ve calculated the current Quality of Customer Interaction (QCI™) Benchmark Score. We’ve been tracking this cumulative measure of customer service since 2011, and this quarter hasn’t seen much improvement (Q4/2013 was 54%). Our QCI™ Benchmark is based on 137 unique companies who, at the time of scoring had NOT […]

Current State of Customer Service: 54%

by Martha Brooke on January 21, 2014

Since 2011, Interaction Metrics has tracked the quality of customer service and published the cumulative Quality of Customer Interaction (QCI™) Benchmark Score. As of Dec. 31, 2013, the score is 54 out of 100. Read about our methodology below. As we’ve pointed out in prior posts, other indices suggest that customer service needs improvement. For […]

Customer Service Still Gets a Failing Grade

by Martha Brooke on September 25, 2013

Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of September, 2013, the score is 54 out of 100; in other words, customer service gets a failing grade. Read about our methodology here. As we’ve mentioned before, other indices point […]

NYC | Customer Service Experience Conference

by Martha Brooke on August 19, 2013

Tomorrow (Aug. 20th) I’ll be speaking at the Customer Service Experience Conference in NYC. Keith Dawson from Ovum and I will be discussing how to get high-insight, accurate feedback from customers. We’ll talk about customer satisfaction surveys, customer interviews, and a few other techniques. Attend and start improving the customer experience now! In the meantime, learn […]