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Martha Brooke

Martha Brooke
Martha Brooke, CCXP + Six Sigma Black Belt is Interaction Metrics’ Chief Customer Experience Analyst. Interaction Metrics offers workshops, customer service evaluations, and the widest range of surveys. Want some ideas for how to take your surveys to the next level? Contact us here.

Navigating Customer Survey Program Costs: The Ultimate Guide

What are typical customer survey program costs? Clients ask this question all the time. Unfortunately, it’s like asking how much a dress costs. A...

Workplace Diversity Survey: Your Guide to DEI Program Success

Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. It’s more fundamental than that — it’s...

How to Get Customer Feedback: 16 Tips for Your Success

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers...

S@*#!$%: The One Word to Scrub from Your Email Subject Lines for Surveys

Stop using the s-word! As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course,...Read…

“Only an 8? Not a 10 today?” Gamed HealthCare Surveys

What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. Or…

6 Customer Experience Principles for Immediate yet Lasting Change

Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus...

Customer Interaction: 7 Lessons for Lowe’s—Or Any Company That Sends Net Promoter Surveys

Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding...

Survey Sample Size: How to Use Sampling to Supercharge Your CX Program

Use our calculator to determine your own survey sample size. Plus, we provide a quick explainer on how to use sampling to improve your...

Fox Rent a Car: Stop Gaming Your Surveys

Few things bother me more than unscrupulous business practices. As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it...Read…

3 Tips to Improve Your Survey Response Rate

Particularly after a trip, I am deluged with surveys from the hotel, airline, rental car, and more. I rarely take any of them. If...

Futureproof: Customer Service with a Human Touch

Is human connection a pillar of your brand? Are your people central to your company’s core values? If so, your customer service should be staffed...Read…

Customer Experience Science

In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call...

The 1 Thing Your Open-Ended Survey Questions are Missing!

Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are…

Employee Satisfaction: The Covid-19 Metrics You Need to Know

Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re…

Why You Need a Closed-Loop Survey—and How to Do It!

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Simple requests were rewarded by silence. And if I had an issue…

Not Another Word Cloud—Please!

Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question,…

Are You Begging For a Thank You With Your Email Survey?

Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday…

How to Ace Your DIY Customer Satisfaction Survey

The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms…

List of the 20 MOST Common Survey Flaws

Picture Source: Interaction Metrics This morning, my rep texted me from the shop where my car is serviced:“You’ll receive a survey from us. It would…

Want to Improve the Patient Experience? Stop Sending Bad Surveys

Source: 123rf.com In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge…

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