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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.

Customer Experience Strategy: Paradigm Shift!

According to Forrester Research, in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. In addition,...

From a Data Die-Hard: How to Write Good Survey Questions

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write...

Survey Question Bias: Stop the Skew

Here’s a fact: Survey question bias gives you skewed data. Another fact? Biased surveys are everywhere. Survey biases can be obvious but often subtle, and...

How to Improve Your Customer Satisfaction Surveys: Start Now!

While customer surveys have become a standard part of nearly every transaction, most surveys fail to engage; even worse, they fail to collect reliable...

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,…

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