Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Unlike the typical survey approach, our surveys are built on three key principles: reciprocity, real listening, and scientific rigor.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

TeleDirect

MARCH 15, 2025

These centers provide support for a wide range of industries, including: Healthcare and medical services E-commerce and retail Financial services and banking Technology and IT support Travel, hospitality, and airlines Insurance and legal services Benefits of Choosing a US-Based Call Center 1.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

Interaction Metrics

FEBRUARY 24, 2020

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? Most surveys are so flawed they’re broken. Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. You Can Have a Good Survey.

Surveys 62

Surveys Airlines Metrics Feedback 62

TechSee

MARCH 26, 2019

It is a core metric that helps measure customers’ overall perception of a brand and the likelihood of them recommending the product or service to a friend. What is the NPS Survey Question? . While a wide range of factors can affect NPS, there are common elements that directly impact the metric and the overall customer experience.

Airlines 136

Airlines Contact Center Benchmark Banking 136

Interaction Metrics

FEBRUARY 24, 2020

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? Most surveys are so flawed they’re broken. In this 5-part series, I’ll share how my company checks and fixes surveys because if flawed surveys are everywhere, possibly yours could improve too! You Can Have a Good Survey.

Surveys 62

Surveys Airlines Metrics Feedback 62

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? Sometimes a lack of empathy is obvious and glaring, for example, when United Airlines personnel violently dragged a passenger out of a plane.

Customer Experience 159

Customer Experience Airlines Morale Surveys 159

ProProfs Blog

AUGUST 28, 2020

In his recent podcast with Ronn Torossian – Crisis Management and Customer Experience , Shep Hyken discusses the example of United Airlines. Hyken expresses how such incidents lower “our expectations of airlines.” But make sure you track the outcome of each technique through customer experience metrics.

Self service 157

Self service Feedback Airlines Metrics 157

Win the Customer

NOVEMBER 14, 2016

In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media. More UK businesses are nailing both metrics; but customers aren’t after just a quick response. 30% said they will switch to a competitor based on this alone! Conclusion.

Customer Service 145

Customer Service Airlines Marketing Banking 145

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. The metric measures sentiment towards your product, service or a specific interaction. It’s important to realize that CSAT differs from Net Promoter Score (NPS), another popular metric. CSAT is often measured by completing customer satisfaction surveys. CSAT vs. CES.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. CSAT surveys are generally sent after a customer service interaction like a ticket, phone call, or live chat.

Metrics 48

Metrics Customer Service Airlines Contact Center 48

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. You can read more about building great CSAT surveys here. Customer Satisfaction (CSAT).

Metrics 49

Metrics Airlines Customer Service Contact Center 49

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. You can read more about building great CSAT surveys here. Customer Satisfaction (CSAT).

Metrics 49

Metrics Airlines Customer Service Contact Center 49

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 54

Surveys Airlines Feedback Analytics 54

Netomi

AUGUST 31, 2022

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business. So what customer service KPI metrics are worth obsessing over?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

GetFeedback

APRIL 8, 2019

A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies. you have to first understand how the metric is calculated. . An NPS survey should have two questions.

Benchmark 98

Benchmark Surveys Feedback Metrics 98

Interaction Metrics

NOVEMBER 3, 2023

As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course, I’m talking about the word “surveys”. Surveys have become a ubiquitous aspect of customer interactions, and customers are exhausted. Please take our survey!” Is it any surprise surveys have a bad name?

Surveys 62

Surveys Feedback Airlines Metrics 62

CSM Magazine

NOVEMBER 1, 2022

Qualtrics XM Institute surveyed more than 33,000 consumers across 29 countries to understand what is driving the current consumer mindset as the economy pushes people to make tough decisions on where and how they spend their money. For example, 63% of people want to book airline tickets without talking to the airline.

Airlines 98

Airlines Wait times Feedback Metrics 98

PeopleMetrics

OCTOBER 25, 2017

Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. For example, it’s no coincidence that airlines with the best CX ratings also boast the highest percentage of on-time arrivals. Billion in 2016 USD 13.18

Customer Experience 122

Customer Experience Customer centricity Government Enterprise 122

ijgolding

DECEMBER 4, 2017

Yet how useful is NPS really, unaided by any other metric, as an effective way of assessing an organisation’s appeal to its customers? Customers of an airline, for example, need a seat in an airplane that will take them safely to their destination on time. A haute cuisine meal on the flight, by contrast, is a want , not a need.

Metrics 102

Metrics Airlines Benchmark Feedback 102

ProProfs Blog

JUNE 19, 2020

This metric was devised to measure the level of customer satisfaction. Net Promoter Score is primarily obtained through surveys. A typical NPS survey looks like this: The customer is asked to give a rating from a mark of 0 (not at all likely) to 10 ( extremely likely). Airlines. How Is It Calculated? Auto Insurance.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

Help Scout

APRIL 27, 2021

Unlike other metrics, like Net Promoter Score , Customer Effort Score , or Customer Satisfaction Score , there isn’t a defined way to measure your customer happiness — unless you create another survey to do so. Measure and track your metrics. It may seem like “happiness” in this case is a bit too vague. Point of sale studies.

Airlines 135

Airlines Metrics Surveys Sales 135

Netomi

DECEMBER 23, 2021

As with any large project or undertaking, metrics are key in order to gauge performance. Metrics are important to track for all aspects of a business, from sales, marketing and financial performance, to overall customer service. Here, we break down the top 10 chatbot evaluation metrics to have on your radar. .

Chatbots 52

Chatbots Metrics Airlines Consulting 52

Toister Performance Solutions

APRIL 19, 2018

Think of airline baggage fees, hotel resort fees, and cable equipment rental fees. The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. Does your survey generate any meaningful insights? It gets worse.

Surveys 48

Surveys Airlines Advertising Customer retention 48

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 48

Surveys Airlines Feedback Analytics 48

C3Centricity

SEPTEMBER 12, 2016

Meal service is a three-star affair, not the snacks that most airlines offer today. They would put every airline business class to shame! Almost every tour I went on, every guide I had to show me around and every hotel or restaurant I went to, asked me to complete a short survey if I could spare the time.

Airlines 133

Airlines Coaching Banking Customer centricity 133

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA).

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

ProProfs Blog

MAY 31, 2019

Get a survey maker software that helps you create free online surveys to collect such data. Related Read: Creating and Sending a Net Promoter Score Survey to Measure Customer Loyalty. # This is something banks and airlines do really well and can be replicated in your business as well. But how can you do this?

Customer retention 99

Customer retention Metrics Surveys Airlines 99

ProProfs Blog

DECEMBER 21, 2020

Calculating the metrics is simple. Post-chat survey feedback. With post-chat survey feedback , you can understand customer mindset and what factors lead them to switch from your brand. How about adding an exit survey that pops up when a customer is about to abandon your website? Surveys work well in this scenario.

Surveys 148

Surveys Benchmark Feedback Sales 148

GetFeedback

JUNE 10, 2019

Even though we know how important understanding your customers’ needs are, we often fail in designing surveys and forms that actually work–forms that are easy for customers to fill in and for your team to process and extract conclusions from. Follow these tips to design feedback surveys that your customers will want to fill in.

Feedback 79

Feedback Surveys Airlines Benchmark 79

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. CEI Survey. A recent report from OnBrand Magazine on the KPIs used by marketing showed that Marketers are using a variety of metrics to measure the impact of their brand marketing activities. Here are just a few of the numbers I have found.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Southwest Airlines began at Love Field in Dallas.

Airlines 96

Airlines Entertainment Sales Customer centricity 96

Brad Cleveland Blog

APRIL 24, 2025

data from interactions, surveys, focus groups) and unstructured (e.g., Herb Kelleher, founder of Southwest Airlines, would often wander through airports talking with customers. Organizations that truly excel at customer engagement don’t treat feedback as an isolated function or a metrics-driven exercise.

Airlines 29

Airlines Feedback B2B Surveys 29

Fonolo

JANUARY 29, 2019

44% of people surveyed in the U.S. The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. Despite advancements in call-back technology, telecom, airlines, and retailers are among some of the worst offenders for putting customers on hold, and not offering call-backs.

Call Center 85

Call Center Airlines Contact Center Self service 85

HGS

SEPTEMBER 6, 2017

If your airline carrier knows your preferred seating arrangement, or if your hotel’s concierge knows your preferred floor and newspaper, then your patient contact center should strive to have access to: Patients’ upcoming and past appointments. Make sure you update your success metrics to stay in sync with the move to value-based healthcare.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Fonolo

AUGUST 4, 2020

The Executive Guide to Improving 6 Call Center Metrics. Ask them with a survey. This is the tried and tested method and I would encourage all brands to do have some sort of Customer Satisfaction or ‘Net Promoter Score’ survey. This is an often-overlooked key issue for bigger, complex businesses such as airlines.

Advertising 120

Advertising Airlines Call Center Metrics 120

ProProfs Blog

DECEMBER 23, 2019

Maybe a couple of customer surveys. Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. But what is customer centricity ? A few staff meetings. That’s not it.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Eptica

NOVEMBER 12, 2019

Often the metric of choice is the Net Promoter Score ( NPS ). Introduced in 2003 in a Harvard Business Review article titled “ The One Number You Need to Grow , the NPS has become an important business metric. In addition to reviewing quantitative data form VoC surveys, analyze what customers actually say in conversations.

Airlines 74

Airlines Metrics Best practices Analytics 74