Martha Brooke

High NPS. Low Revenue. Is it sampling bias or could it be something else?

In a recent interview, Richard Owen, CEO of Satmetrix, said that companies who don’t see benefits from improving their Net Promoter Score® are probably not measuring Net Promoter Score correctly. He says poor sampling is to blame: “They may have very poor response rates, or...

Bob Thompson’s Hooked on Customers: Companies Listen Up!

The team at Interaction Metrics loved Bob Thompson’s Hooked on Customers. We thought the overall premise—that companies need more than “strategies,” they need the right habits—is correct. As customer experience auditors, we come across lots of companies who pride themselves on satisfaction, but what...

Stop Talking. Start Listening: Be Authentic With Your Customer Surveys

This week, Beth Teitell at the Boston Globe reminded us of something we all know: Customers are inundated with satisfaction surveys. She writes that SurveyMonkey “is now processing survey responses at the rate of 2.2 million per day, up from 1 million a day...

Don’t Feed the Haggler! Why E*TRADE Needs Customer Service Evaluation.

This Sunday in The Haggler (David Segal. “In a Stock Trade, It’s Man vs. Machine.” New York Times, April 27, 2014), David Segal looked at a situation in which a computer misunderstood human language. We’re not surprised. As we’ve said before, customer experiences are...

Comcast Needs New Customer Experience Metrics—Pronto!

According to a current Consumer Reports study, Customer satisfaction levels are particularly low for television providers. Comcast and Time Warner Cable rated among the lowest, and it seems that customer service is in part driving customer dissatisfaction. And that makes sense. With the ubiquity of streaming and...

Current State of Customer Service: 55%

55%: As of March 31, 2014, we’ve calculated the current Quality of Customer Interaction (QCI™) Benchmark Score. We’ve been tracking this cumulative measure of customer service since 2011, and this quarter hasn’t seen much improvement (Q4/2013 was 54%). Our QCI™ Benchmark is based on 137...

3 Things You’ll Miss With SurveyMonkey’s New App

Last month, SurveyMonkey launched their iOS mobile app, backed by Google Capital. CEO Dave Goldberg promises a “smarter, agile, and ultimately more productive workforce.” This app strengthens customer feedback programs by allowing faster responses to customer situations. However, it reinforces the idea that customer...

Need a Call Center? Ask these 4 Questions

If your company is going to outsource its call center, make sure you find one that really knows how to evaluate customer service. To figure out just how buttoned-up they are, we advocate asking these four questions: 1. How do you arrive at criteria to...

Are Employees Rigging Your Customer Feedback?

Ask employees what they want from a customer feedback survey, and all too often you’ll hear, “The top score!” When it comes to their conduct, that’s great, but when it comes to you getting accurate survey data, it’s a disaster. Employees skew customer satisfaction survey...

Unstructured Data is a Gold Mine. How Good is Your Mining Strategy?

“Unstructured data,” i.e., data that cannot be captured via yes/no categories or multiple-choice formats, is all the rage with customer experience improvement experts. Customer comments, chats with customer service, phone conversations—these are all great examples of unstructured data. What makes unstructured data so incredibly valuable...

Current State of Customer Service: 54%

Since 2011, Interaction Metrics has tracked the quality of customer service and published the cumulative Quality of Customer Interaction (QCI™) Benchmark Score. As of Dec. 31, 2013, the score is 54 out of 100. Read about our methodology below. As we’ve pointed out in...

Branded Customer Service: Reinforce your brand’s values through customer service.

Does your customer service reinforce or weaken your brand? Our experience and research indicates that unless you're taking explicit steps to brand customer service, your company's core values won't be represented by your frontline staff. Certainly, ads can be engaging and commercials are sometimes entertaining....

3 Shortfalls of Net Promoter Scores

Net Promoter Score (or NPS) rocked the customer feedback world when it came out ten years ago. Today, it's everywhere. But is it really the best question and metric for your company? Now that NPS has become a fact of life for corporations, let's...

3 Things You Can Do to Improve Your Customer Experience Before Lunch

We've written about it before; customer service gets a failing grade by our Quality of Customer Interaction (QCI™) Score. Other customer satisfaction metrics like Net Promoter Score (NPS) and American Customer Satisfaction Index (ACSI) echo the same dismal fact: customers are dissatisfied with companies. There...

Customer Service Still Gets a Failing Grade

Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of September, 2013, the score is 54 out of 100; in other words, customer service gets a failing grade. Read...

9 Customer Service Principles You Could be Missing: Lessons from It’s Just Lunch.

In Sunday's The Haggler (David Segal. "In Search of Romance and Maybe a Refund." New York Times, July 28, 2013), David Segal examines how the matchmaking service, It's Just Lunch, failed itself and its clientele through poor customer service. In brief, a client paid $1000...

3 Things that Fix Bad Customer Service, a Lesson from Security Networks

In Sunday's the Haggler (David Segal. "So You Thought You Canceled the Contract." New York Times, July 15, 2013), David Segal tells the story of a woman who was tricked by Security Networks' salesperson into signing a 5-year renewal contract. But of course, while the...

Why David Segal got Corporate-Speak & Our Authentic Answer.

This past Sunday, The Haggler, David Segal ("Halving the Portion, but Not the Price." New York Times, June 23, 2013) wrote about how companies protect their profits by reducing package volume while charging the same amount. In other words, 8 ounces of chocolate that...

Customer Service Gets a Failing Grade

Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of June 21, 2013, the current score is 52 out of 100; in other words, customer service gets a failing...

Corporate Culture Doesn’t Explain Why Customer Service is “Wretched.” We Do.

In yesterday's The Haggler (David Segal. Jun. 9, 2013. New York Times), David Segal praises Quicken Loans' great customer service, which he attributes to their superior corporate culture. We don't doubt that Quicken Loans provides great service (in fact, we would have scored David...

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