Customer Experience (CX)

The ability to deliver frictionless experiences and recover from service issues with empathy are keys to a great customer experience for high-impact customers. Ensure the satisfaction and retention of your high-impact customers with PeopleMetrics software and consulting services.

ListenOrDie-BookCoverMockup-

CX Programs

CX Relatinship Survey

Relationship Survey

Survey all your current customers to understand overall relationship, obtain NPS baseline and gauge your performance at key touch points

check-orange

Sent annually, bi-annually or quarterly to all current customers
check-orange

Survey fielded over 2-3 week period with invitations sent via email​ and/or SMS
check-orange

Measures NPS, customer sat, and key drivers of customer sentiment across the journey​
check-orange

Real-time online reporting platform
check-orange

Data analysis and executive summary report​
CX Transaction Survey

Transactional Survey

Survey customers immediately after a key touch point, perform service recovery, and reduce churn

check-orange

Ongoing, short survey sent to customers following key interactions: (e.g., service call, key account review, web site visit)​
check-orange

Ongoing invitations sent via email and/or SMS soon after interaction is completed​
check-orange

Measure satisfaction with the recent interaction, problem occurrence, employee recognition, areas for improvement​
check-orange

Real-time online reporting platform to view your survey results and initiate service recovery process​
check-orange

Data analysis and executive summary report bi-annually or annually
CX Research

Customer Advisory Boards & Research

Partner with your high impact customers for thought leadership support, fresh insights, and answers to your strategic questions around CX

check-orange

Form an advisory board with 50-300 of your most important, high-impact customers
check-orange

Get regular feedback (both qualitative and quantitative) around issues that impact their customer experience
check-orange

Get immediate and in-depth feedback on new products, service changes, messaging around the brand promise and more
check-orange

A proprietary hybrid approach using both qualitative and quantitative methods​
check-orange

Rigorous analysis to determine key drivers, themes, insights
What's the difference between
Relationship and Transactional surveys?

We Provide Both CX Software & Consulting

 

CX Software

The features and benefits of our Customer Experience software.

check blue

Real-time Dashboards

Get a real-time view of your customers’ experience, enable different roles within your organization to see “their data,” easily create new dashboards on the fly and put multiple dashboards together as a report to share with your team

 

check blue

Case Management For Service Recovery

Trigger alerts after poor experiences, follow up with customers to prevent churn, identify root cause of problems

check blue

Salesforce Integration

Seamlessly integrate with salesforce using PeopleMetrics out of the box packet

check blue

Text Analytics

Easily understand the qualitative sentiment of your customers and identify emerging trends in real-time

check blue

Unlimited Users

We want as many people as possible within your organization to have access to customer experience sentiment, no more sharing passwords

CX Consulting

The features and benefits of our Customer Experience consulting.

check orange

Dedicated CX Program Manager

Every PeopleMetrics client has their own dedicated program manager, aka Customer Experience Manager, to guide you through implementation, have regular meetings after implementation, troubleshoot issues, analyze your data, create executive summaries and more. 

check orange

Journey Mapping

Need help mapping the key touchpoints in your customers’ journey?  We can help you identify the “moments of truth” that make or break your customers’ experience.

check orange

Program Design & Implementation

We provide full implementation services including qualitative interviews, survey design, dashboard creation per role, data integration, survey programming, customer communications and more. 

check orange

Analysis & Reporting

Your Customer Experience Manager will provide offline analysis and reporting of your data so you can turn feedback into action and get the most out of your program

check orange

Workshops

Want to really dig into your customer data and create an action plan to create change?  Try our workshops that help your entire team get on the same page with regard to the current customer experience and brainstorm together the best actions to take. 

Case Study

First American Bank

First American Bank needed to understand what underlying experiences drive their customer's satisfaction. PeopleMetrics designed a Customer Feedback campaign to help them understand which areas of their business needed improvement according to their customers.

First American Bank logo-1

The latest from our Customer Experience Blog

Closing the Loop: The Most Important (and Most Ignored) Part of NPS

Closing the Loop: The Most Important (and Most Ignored) Part of NPS

Closing the loop is where NPS programs go from foundational to elite. Learn how to follow up with customers, fix root causes, and turn feed...

Closing the Loop: The Most Important (and Most Ignored) Part of NPS
Sean McDade, PhD

July 11, 2025

How to Share NPS Results So People Actually Care

How to Share NPS Results So People Actually Care

Sharing NPS results shouldn’t stop at a score. Learn how to turn customer feedback into stories your teams understand, trust, and act on so...

How to Share NPS Results So People Actually Care
Sean McDade, PhD

July 10, 2025

Unlock the ‘Why’: How to Use Open-Ended Feedback and Driver Analysis to Make NPS Actionable

Unlock the ‘Why’: How to Use Open-Ended Feedback and Driver Analysis to Make NPS Actionable

The NPS score is just the start. Learn how to capture the “why” behind customer feedback, analyze open-ended responses, and uncover the ins...

Unlock the ‘Why’: How to Use Open-Ended Feedback and Driver Analysis to Make NPS Actionable
Sean McDade, PhD

July 08, 2025

Ready to take the next step?

Connect with an expert from our Customer Experience team

PM-Website-Platform-Section_Icons-08-1