As a Customer Service Manager you oversee internal or external/outsourced teams or both. This is a huge, often unrecognized challenge made even more difficult when you lack the right objective information. Enter: Interaction Metrics. We upgrade customer service with hard-hitting Customer Listening and Performance Auditing services. Following are two distinct areas where our services will improve your data quality.

Area #1: You want to conduct a customer survey.
Unfortunately, there a million bogus ways companies collect data and the outcome is misinformation which is a costly waste of time. Bottom line: You need your survey done correctly. With Interaction Metrics Customer Listening, you'll get accurate, insightful answers to your questions about customer perceptions, customer expectations, logistics, service levels, etc.

Area #2: You have mystery shopping and/or monitoring in place.
Mystery shopping and monitoring can be great ways to test the customer experience. That said,  a lot of mystery shopping is too fake, or simply incomplete. As for monitoring, it’s often NOT performed in statistically valid ways and /or it fails to  reflect customers’ true feelings. That's why we've given the usual audit techniques a boost.

At Interaction Metrics, we use our innovative QCI™ model along with valid sampling methods and multiple segmentations (proxy net promoter scores, associate comparisons, brand drill downs, etc.) to take your quality control to a new level. Read about Performance Auditing. To find out the specifics of how we improve upon every monitor program out there, let's talk.