Customer Relationship Metrics (Metrics) is a multi-award winning research consulting and managed services firm, founded in 1993, by Dr. Jodie Monger, and headquartered in Sterling, Virginia. Metrics is committed to delivering elite research services to elite clientele (view video).  We utilize our proprietary fully-hosted automated data collection solutions (voice and web) and research best-practices to implement customized scientifically valid Voice of the Customer programs to quantify service delivery and various other research studies to generate a "Rally Cry" for the customer. Since our founding we have used our CATs® (Completely Automated Telephone surveys) system to collect over 9 million real-time post-call surveys for contact centers. Metrics is the standard in real-time surveying for contact centers and accurately generates report cards for the company, center, team, and agent by conducting a survey calibration (click) process with our totally turnkey EQM (External Quality Monitoring) programs.

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 by guiding organizations in doing more with less; 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 solution provider to capture the Net Promoter concept in the contact center in real-time.