CEM Software That Moves the Needle

PeopleMetrics software and team of CX experts provide the actionable insights
you need to improve the customer experience every day.

Survey Feedback

PeopleMetrics brings 15 years of experience to survey design and distribution.  You get industry leading response rates from solicited feedback surveys via the web, mobile app, SMS, and email.  Hear your customer’s voice through baseline relationship and transactional surveys with open-ended questions that provide valuable insight into how your customers experience your business.

• Industry leading response rates

Social Feedback

Customers share unsolicited feedback across a variety of social channels. Our PM Social Pulse engine scrutinizes review sites (Trip Advisor, Yelp, Google Reviews) and combines these reviews with your solicited survey results for a one-stop shop for all CX feedback. PM Social Pulse also uses machine learning across the full web (Facebook, Twitter, Blogs) to validate topics raised by survey and social review feedback.

• One-stop shop for both solicited and unsolicited feedback

Automated Insights

Our cloud-based software utilizes a powerful machine learning engine to review your survey, operational and social data. After calculating millions of potential data relationships, you get clear recommendations to what you need to do to improve your customers' experience.  Automated insights help you move the CX needle by providing operators specific guidance on what to do next to create a better customer experience today.

• Recommendations from machine learning to improve your CX

Software as a Managed Service

We improved on the typical Software as a Service model by providing a dedicated support layer at each step of your CX Program. Our team helps you from designing and scoping your surveys through to implementation, training, adoption, data analysis, and reporting. We even provide a help-desk for your customers taking surveys. We are part of your CX team and are obsessed with helping you improve the customer experience.

• Customer Success Managers ensure your program moves the needle

Discover our award-winning blog

written by CEM experts who live and breathe customer experience every day.

"6 Blogs That Can Teach You More Than an MBA"

CEM Software

Access our cloud-based CEM Software anytime from anywhere. Our platform includes automated insights, key metrics, real-time analytics, custom dashboards, self-service reporting, and powerful tools to gain the business intelligence you need to run the most effective CX program.

  • Survey Feedback: Capture solicited feedback from your customers via surveys. Using email, web based and SMS surveys you collect valuable customer feedback in real-time. Our unique survey process delivers response rates that are the highest in the industry.
  • PM Social Pulse: Capture unsolicited feedback from your customers across review sites like Yelp, Google Reviews and TripAdvisor. Validate what is being said on those review sites and in your survey feedback through multiple social channels like Twitter, Facebook and Instagram.
  • Text Analytics: Using text analytics allows you to make sense of unstructured customer feedback from surveys and social channels. Our native text analytics engine delivers results in real-time via user-friendly reports and word clouds.
  • Alerts: Get immediate notifications when a customer responds to your survey or provides a review on a social review site. Our alerts include both negative customer experiences and positive experiences.
  • Case Management: Assign alerts, close loops, and build escalations to make sure your customer issues get resolved quickly.
  • Reports and Dashboards: See your key metrics, build custom dashboards and chart your improvement over time with real-time reports. Share these reports with frontline employees and executives.
  • Recommended Actions: Powered by machine learning you will get specific guidance, a.k.a. Automated Insights, on what you need to address to improve your top line customer experience metrics like NPS.
  • Seismic Shifts: See clearly the metrics have shown the greatest change and why the change has occurred.

Managed Services

With our Software as a Managed Service approach, you will have access to a Customer Success Manager who guides you through our entire process.

  • Scoping: All CX programs need to have a clear target for what metrics you want to measure and what improvements you want to achieve.
  • Interviewing stakeholders: Getting executive buy-in helps ensure that your company can make the necessary changes after the survey process begins and you see areas to improve.
  • Data Analysis: A team of experienced data analysts provides additional insight to your data and helps you compare your data to industry benchmarks.
  • Project Management: To make sure your project runs on time and on budget we provide a guiding hand to run weekly status calls and to hold team members accountable.
  • Training: All customers get a implementation team who delivers hands on training to ensure you get the most from your CX program and to ensure quick adoption by your users.

Featured Clients

clients

We helped realize $2M savings through better training programs.

“The data from our PeopleMetrics platform gives us visibility all the way down to the store level to see in real-time, who is performing well and who needs to improve. I would estimate that of our 1300 employees, 1000 benefit from the PeopleMetrics data and use it on a regular basis.”
- VP Customer Experience, Regional Cellular Provider

A single alert generated a $100K sale with quicker response times.

“We describe PeopleMetrics as a great resource for any company that wants to become customer centric. We would recommend them highly. We feel their work is thorough, professional, timely and they are always accommodating with an attitude of we will make it work for you.”
- Chief People Officer, National Credit Union

Our automated insights helped achieve 6,000 fewer complaints.

“The real-time insight helps our associates do more of what they have always done so well: build strong relationships by responding quickly to client needs. There’s an immediate revenue impact that results from this type of action.”
- SVP Customer Experience, Regional Bank

Team

Sean McDade

Sean McDade founded PeopleMetrics in January 2001, and he is the original architect of the company’s cloud-based software platform. As CEO, he guides the company’s vision and strategy.

Sean has over 15 years of experience helping companies solve important business problems through measurement and analytics. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of the consulting division. His work at PeopleMetrics has centered on customer centricity in business. His company offers software solutions for measuring and managing the entire customer journey—from the prospect experience through the customer experience.

Sean holds a Ph.D. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes. Sean was named a 40 under 40 award recipient of the Philadelphia region in 2006. He is an active Angel Investor in the Philadelphia region and is a member of Robin Hood Ventures.

David Rode

David Rode is the President and COO of PeopleMetrics. David is a seasoned technology executive with a proven track record in field operations, sales, marketing, product management and partner alliances.

Prior to joining PeopleMetrics, Rode was CEO of Xtium, a Cloud Managed Service company where he led the company’s transition to a Cloud Operations Management technology provider. David was the SVP of Operations for 1E, a London-based software company, where he grew revenues over 30 percent during his tenure. Before 1E, Rode served as EVP of Global Operations for Revitas, a leading revenue management software provider. Prior to Revitas, David spent five years running the international division of Information Builders, Inc. (IBI) based in New York.

David has a bachelor's degree in Fine Art and Economics from Denison University and a MBA in Finance with honors from the Wharton School of the University of Pennsylvania. David's passions outside of work include painting, where he is commissioned to produce large-scale abstract expressionistic pieces, and cycling.

Careers

Join our team of smart, hardworking, mission-driven people.

Customer Centric Culture

Think about the last time you had an interaction with a business that left you feeling absolutely delighted. Or when you worked at a company where you felt valued and the work you did every day mattered. We love those feelings. In fact, PeopleMetrics exists to help our clients humanize their business. We do that by helping them create an emotional connection with their customers and employees.

Customer Success Manager

PeopleMetrics is a leading Customer Experience Management (CEM) software provider. We are looking for a Customer Success Manager (CSM) to join our team. The CSM is the primary point of contact for PeopleMetrics accounts.

The Customer Success Manager carefully guides our clients through our managed services that helps maximize NPS and other key CX metrics. The ideal candidate will be skilled in building strong client relationships, passionate about technology, love data, have exceptional communication skills, and have a passion for customer experience.

We are looking for candidates with exceptional energy and drive, who are looking to be part of something special and thrive working in an entrepreneurial environment. We are currently disrupting the customer experience space with real-time analytics and insights based on machine-learning.

Digital Marketing Manager

PeopleMetrics, founded in 2001 and based in Philadelphia is looking for a Digital Marketing Manager. This role will lead our digital marketing efforts, marketing automation and have responsibility for the pipeline and lead generation functions.

We are looking for a motivated person with demonstrated skills in marketing and marketing technology, a keen attention to detail, and a commitment to customer service. This role reports to the Vice President of Marketing.

With a planned launch of our new software platform this year, we have a tremendous opportunity to tell our story to the marketplace. With 15 years of experience and loads of satisfied customers (over 89% say they would recommend us) we have a new technology, happy customers and a ton of untapped sales prospects for us to pursue. We look forward to reviewing your work history and learning more about you.

Want to speak with a member of our team?

We would love to share our views on how to improve your customer experiences.