PORTLAND, Ore., Jan. 19, 2018 /PRNewswire/ -- Interaction Metrics recognizes the Drives & Motion Division of Yaskawa America, Inc. for customer experience excellence with its prestigious Gold Award.
To achieve the Gold Award, nearly 100 aspects of Yaskawa were analyzed using statistically-valid samples derived from a customer feedback survey sent to End-Users, Distributors, OEMs, and Yaskawa employees.
Dennis Fitzgerald, Yaskawa's Vice President of Customer Satisfaction said, "From the extensive analysis that stands behind our Interaction Metrics Gold Award, we have tremendous insight into what our customers value most about our company, and how we can continuously improve."
The customer experience metric used to evaluate Yaskawa's success is QCI™ Score. It's the only score in the customer experience industry that tracks every aspect of the customer experience weighted by how important those aspects are for each customer. It accounts for the fact that experiences are complex and vary from customer to customer.
Due to its precision, it's difficult to reach a score that's high enough to be recognized with an Interaction Metrics award. In fact, less than 5% of companies achieve it. "Yaskawa is to be congratulated for excelling across the many touchpoints that comprise the customer experience," said Martha Brooke, Interaction Metrics Chief Analyst, and Founder.
Companies commonly track their customer experience with metrics such as Net Promoter or Customer Satisfaction Score. However, because these scores are based on a single question, they can't provide details about what, where, or how to improve.
QCI™ Score was developed for companies serious about the customer experience—companies that seek detailed data about where to focus their customer experience efforts.
Customers have different expectations for different touchpoints. And, some touchpoints are more important than others. That's why companies that ask the same question about all touchpoints never improve —or if they do, it's not because of their customer feedback program.
Interaction Metrics has been tracking QCI™ Score since 2011 and finds the average opening QCI™ score (before any optimizations take place) is 54 (on a 100-point scale).
The Interaction Metrics Gold award is for companies that achieve a QCI™ Score between 85 and 91. The Interaction Metrics Platinum award is for companies that achieve a QCI™ Score of 91 and above.
About Interaction Metrics:
Interaction Metrics is a customer experience agency known for dramatically boosting the value of customer feedback programs, customer service evaluations and customer service skills coaching. Interaction Metrics innovates by combining metrics with actionability and celebrates client success through certifications and trophies. Located in Portland, Oregon, Interaction Metrics works with companies around the world.
SOURCE Interaction Metrics