Jodie Monger
President
Customer Relationship Metrics

Jodie Monger, PhD is the President of Customer Relationship Metrics (Metrics) and is recognized as a pioneer in customer satisfaction measurement for the contact center industry. Prior to the creation of Metrics in 1993, she was the founding Associate Director of Purdue University’s Center for Customer-Driven Quality. 

Her formal education is in the disciplines of Consumer Behavior, Statistics and Research Methodologies, receiving an M.S. and PhD from Purdue University. She received a B.S. from Juniata College where she now serves on the Board of Trustees and is a sponsoring Board member of the Juniata Center for Entrepreneurial Leadership.

Customer Relationship Metrics is a research services company founded in 1993 and headquartered in Sterling, Virginia. Metrics utilizes automated data collection solutions (Voice and Web) and research best-practices to implement scientifically valid Voice of the Customer programs to quantify service delivery. Since our founding, we have used our CATs® (Completely Automated Telephone surveys) program to collect more than 6 million real-time 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 using a stringent Quality Control process. 

Dr. Monger’s papers and articles are frequently reprinted by numerous global media organizations and associations such as:

• CRM Advocate, Contact Center World, Contact Center Strategy Forum,
• CRM Project, Call Center Magazine, Connections Magazine, CRM Today,
• eCustomer Service World, Frost & Sullivan, MindExchange, TMC net,
• CEO Refresher, Call Center Times, International Customer Service Association,
• (ICSA), AnswerStat Magazine, CRM Industry.com, Help Desk Institute,
• International Customer Management Institute (ICMI)

Dr. Monger participates as a subject matter expert on a number of Boards and Councils such as the Advisory Council for CustomerThink.com (formerly CRMGuru.com).

About Customer Relationship Metrics
Metrics is dedicated to delivering research programs that follow a code of conduct that does not break the “Golden Rules” in consumer research: to never create dissatisfaction when trying to measure satisfaction and 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 make poor decisions that can affect the lives and livelihood of many. Our mission is to prevent these and other Survey Malpractice issues to guide contact centers in doing more with less; to be positioned as a profit center and a strategic weapon; and to accurately transform customer Insights to Action!