Great Surveys. Smart Customer Satisfaction Metrics.
Get scientific surveys built for the key metrics you care about most.
Think Simple. Not Simplistic.
Our surveys are designed to uncover the satisfaction metrics that matter—Net Promoter, Customer Effort, Empathy Quotient, and more—all powered by our TrueData™ Model:
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Proven Surveys scrubbed of biases & customized for science-driven results. |
Premium Software licenses included, making us your affordable choice. |
Actionable Analysis provides correlations, cross-tabs, text analysis, and more! |
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Stick with Standard Survey Metrics OR…
We can use standard survey metrics like Net Promoter or take your metrics to the next level–the choice is yours and depends on your objectives.
For example, one metric we like is QCI™ (Quality of Customer Interaction) because, like NPS, it’s a single metric but it accounts for multiple elements of the customer experience—weighted by what matters most for each customer and their situation.
QCI™ Gives You
- The most realistic and accurate measure of the customer experience – because for customers, it’s simply not all equally important
- A breakdown by customers and their situations – so you know what to improve and for whom.
- A way to see your performance over time with benchmarks to standards like ACSI and NPS.
Surveys that Deliver Actionable Metrics
We don’t just collect scores; we uncover what drives your company’s growth. Consider these three main categories of metrics and let’s discuss what’s right for you.
Satisfaction Metrics
- Overall Satisfaction, QCI™, Persuasion Score, Brand Compliance Score
Effort Metrics
- Customer Effort Score (CES), Time to Resolution, Efficiency Score, Ease of Contact, Proactivity Score
Loyalty Metrics
- Net Promoter Score (NPS), Customer Retention Rate, Repeat Purchase Rate, Competitive Edge Score
“We continue to be impressed by the quality and clarity of Interaction Metrics’ Findings Reports and surveys. They have guided my team on how to stay on the cutting edge of the customer experience.”
☆ ☆ ☆ ☆ ☆
Dennis Fitzgerald, VP Customer Satisfaction, Yaskawa America Inc.
Customer Experience Awards
We evaluate your results at statistically valid levels and offer two high-achievement tiers:
- Superior Customer Experience (Aggregate Score of 85 to 90)
- Outstanding Customer Experience (Aggregate Score Over 90)
Display your badge on social media, your website, and other marketing materials—and showcase your commitment to customer success excellence.
Results You Can Expect
With clearer, bias-free customer satisfaction metrics, you’ll unlock growth-driving insights and smarter business decisions.
- Uncover hidden loyalty drivers
- Pinpoint root causes of churn
- Strengthen service, products, and brand strategy
- Move faster with clear, prioritized insights
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Frequently Asked Questions
What is Interaction Metrics?
Interaction Metrics is the science and strategy of measuring customer interactions to improve experiences and drive business growth.
Every customer interaction either strengthens or weakens a relationship. At Interaction Metrics, we pioneered methods to evaluate these moments with bias-free precision and action-ready insights, uncovering the true drivers of loyalty and retention.
Why do customer interactions matter?
Every interaction has a force—either revitalizing the relationship or depleting it.
A great interaction energizes customers, builds loyalty, and elevates your brand. Poor interactions drain trust. Measuring these moments—whether it’s tech support, sales conversations, or a broader customer journey—is critical to driving customer growth and satisfaction.
How is Interaction Metrics different from interaction analytics?
Interaction analytics analyzes words and tone; Interaction Metrics scientifically measures the quality and force of each interaction—actionable for strategic improvements.
What customer satisfaction metrics do you use?
Metrics are customized to your goals. Common metrics include CSAT, Ease of Contact, Time to Resolution, NPS, and our proprietary QCI™ Score.
What is TrueData™, and what makes your approach different?
Our TrueData™ Model ensures your data is clean, comparable, and ready to act on. We remove hidden biases, highlight top themes, and run correlations to find what’s driving your Net Promoter Score. And, we include all of the software and analysis you’ll need.
How fast can we get started?
Most metric-focused projects can launch within 2–3 weeks, depending on your internal readiness.
Ready for Clearer Customer Satisfaction Metrics?
Stop guessing. Start acting on what matters most. Contact us to learn more.