Interaction Metrics

MAY 16, 2024

While market research examines everything from political polling to product price points, CX research firms focus on customer, employee, and company relationships. Interaction Metrics is a customer experience research firm. Our methods include workshops, customer service evaluations, and a wide range of surveys.

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

ProProfs Blog

MARCH 26, 2020

If you are reading this blog, you might already have an idea about NPS( Net Promoter Score), a highly used customer satisfaction metric. This article will help you understand why you need a Net Promoter Score (NPS) survey software to make the most of this metric. NPS Survey Software is Vital. Why is NPS important?

Surveys 139

Surveys Metrics Feedback Advertising 139

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 135

Consulting Consulting Metrics Feedback 135

Comm100

MARCH 27, 2023

In our higher ed survey , 95% of students said they are at least somewhat open to receiving support from a chatbot. By allowing a chatbot to handle the most time consuming and unrewarding work, agents can focus their time on more engaging questions and tasks. Better still, students are overwhelmingly open to using bots.

Education 66

Education Chatbots Wait times Surveys 66

Genroe

JANUARY 21, 2015

Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. NPS is Not Just a Metric. I can’t express enough that it’s not about the metric. You must have engaged employees to make the process work. Automate your process.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98