Customer Experience Analysts

Based in Portland, Oregon, and independently owned, we are a team of Customer Experience Analysts expert in VOC assessment and customer service evaluation. Each of our Customer Experience Analysts has passed a series of tests proving extraordinary statistical and customer experience observation capability. This is just one of the reasons you can expect the best from our monitoring programs. Get a demo.

Clients Passionate about the Customer Experience

Uniting our clients is a passion for delivering proven, superior customer experiences. Clients who have improved their customer experience using our solutions include: GE CareCredit (and their hundreds of medical practices/ doctor specialists), Pendleton Woolen Mills, Umpqua Bank, Jarden Consumer Solutions (covering brands such as FoodSaver, Holmes, Bionaire, etc.), Abercrombie & Fitch and ProFunds/ProShares.

 

Martha Brooke, Company Founder

Throughout her career of managing customer satisfaction and customer service programs, Martha has observed that weak analytics and inadequate survey methods are rampant when it comes to measuring the customer experience. This means companies often work with faulty data that leads them to believe their customer service is more compelling than it really is. To put a clear lens on customer satisfaction and customer service, Martha founded Interaction Metrics.

Martha Brooke regularly conducts top-rated workshops for software companies and organizations. She is certified by APICS (The Association for Operations Management) in Project Management and Six Sigma. Prior to founding Interaction Metrics, Martha worked for two dotcoms (Food.com and Lucy.com.); additionally, she held positions in operations and direct advertising in the call center/customer service industries.

Martha Brooke plays an active role in client programs, providing account oversight, leading the delivery of Findings Presentations. Most importantly, Martha continually holds customer interactions to the highest standard.

Organizations

Interaction Metrics is a member of professional organizations, including: CHIFOO, OEN, American Society of Quality and Customer Experience Professionals Association.

Read about a few of our key insights. Or let's set a time to talk!