Metrics is dedicated to delivering research programs that follow a code of conduct that do not break the “Golden Rules” in customer experience research - to never create dissatisfaction when trying to measure satisfaction; to do no harm by poor survey creation and program operation that result in invalid and irresponsible reporting. When reporting reflects invalid results, management teams will make bad decisions that will affect the lives and livelihood of many. We are dedicated to preventing these and other Survey Malpractice issues to guide contact centers in doing more with less; to be positioned as a profit center and a strategic weapon; and to accurately transform customer Insights to Action!
| Company Highlights |
● First hosted solution to the contact center industry (1993) ● Invented automated post-surveys in contact centers ● First survey solution to provide real-time service recovery alerts from dissatisfied customers ● First service provider to be awarded Call Center Magazine Product of the Year ● First contact center survey solution to link recorded calls to surveys ● First survey solution to capture first contact resolution (FCR) from the customers perspective ● First contact center certification provider to include the customer in scoring model (in Partnership with J.D. Power and Associates) |
