Customer Relationship Metrics (Metrics) is a research consulting and managed services firm, founded in 1993,
by Dr. Jodie Monger,
and headquartered in Sterling, Virginia. Metrics utilizes fully-hosted
automated data collection solutions (voice and web) and research best-practices to implement
scientifically valid Voice of the Customer programs to quantify service delivery and various other research studies. Since our founding we have used our CATs®
(Completely Automated Telephone surveys) system to collect over 8 million real-time
post-call surveys for the voice channel of 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 to guide organizations in doing more with less;
and to accurately transform
customer Insights to Action!
Customer Relationship Metrics is a Certified Woman-Owned Business from the
The Women's Business Enterprise National Council ("WBENC") at
www.wbenc.org.
Our Corporate Commitments to You:
Honesty
We value our clients' trust in our ability to serve their best interests, always
prioritizing our customer's needs first. We value timely communication to clients in
all project phases, ensuring our clients' best interests and ultimate success.
Credibility
Our proven ability with many industry-leading enterprises in size and scope gives
us the experience for structuring projects flexibly to the exact specifications of
our clients' needs. Please view a partial client list of some of Metric's successful
business relationships.
Expertise
We only commit to projects and programs within our area of specialization. Our
professional network includes some of the most talented consultants and trainers in
the world for assignments outside our scope.
