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Yaskawa America, Inc. Wins the 2019 Gold Interaction Metrics Award

Feb 10, 2020

For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. This is the fifth year in a row, Yaskawa America has achieved this honor.

To achieve the Gold Award, Interaction Metrics sent surveys sent to Yaskawa customers and employees. 93 aspects of Yaskawa performance were analyzed and the data was statistically valid with less than a 5% error rate. 

Interaction Metrics uses its proprietary QCI™ (Quality of Customer Interaction) Score to evaluate the customer experience. It’s the only score in the industry that tracks every aspect of the customer experience weighted by how important those aspects are for each customer. QCI™ Score was developed to counteract overly simplistic metrics that lack accuracy and actionability.

Dennis Fitzgerald, Yaskawa’s Vice President of Customer Satisfaction said, “Interaction Metrics’ Findings Reports and Dashboards ensure that we evolve our customer experience in ways that align with our customers’ priorities”.

Interaction Metrics Chief Analyst Martha Brooke added “we applaud Yaskawa for using a combination of daily and annual customer feedback to guide its mission”.

About Interaction Metrics:  
Interaction Metrics is a customer listening agency that monitors and optimizes the customer experience for a wide range of clients. Uncovering gaps, friction points and missed opportunities is how Interaction Metrics keeps its clients ahead of the market. Methods include surveys, service evaluations, and customer interviews.