SatisFactory

SatisFactory is a Feedback Management solution designed to centralize and analyze customer feedback from various sources. According to the vendor, it aims to transform feedback into actionable insights for continuous improvement and foster a customer-centric culture. The product offers multi-brand management capabilities and caters to businesses of various sizes in industries such as banking, insurance, retail, tourism, transport, and energy.

Key Features

Feedback Management: According to the vendor, SatisFactory allows businesses to centralize and analyze customer feedback from sources such as surveys and customer reviews. The feedback can then be transformed into actionable insights for continuous improvement.

Multi-Brand Management: The vendor claims that SatisFactory offers the ability to manage multiple brands within a single Feedback Management program. It allows businesses to customize and adapt feedback collection and analysis processes for each brand and compare satisfaction scores with those of competitors.

Key Performance Indicators (KPIs): SatisFactory enables businesses to choose and track key performance indicators to measure customer satisfaction. According to the vendor, relevant KPIs can be defined based on specific business objectives and customer feedback. Real-time monitoring of KPIs allows businesses to evaluate performance and identify areas for improvement.

Online Review Management: The vendor states that SatisFactory helps businesses analyze and manage customer reviews from various online platforms. It allows businesses to monitor and respond to customer reviews on sites such as Google, TripAdvisor, and Yelp. The insights gained from online reviews can help understand customer sentiment and identify areas for improvement.

Cross-Channel Feedback Collection: SatisFactory enables businesses to collect customer feedback through various channels such as surveys, email, and SMS. The vendor claims that businesses can implement feedback collection methods that align with customer preferences and behaviors. Gathering feedback at different touchpoints throughout the customer journey aims to provide a seamless and consistent feedback collection experience.

Data Analysis and Reporting: According to the vendor, SatisFactory allows businesses to analyze customer feedback data to uncover trends, patterns, and insights. It offers customizable reports and dashboards to visualize and share feedback data. The data-driven insights gained from analysis can help identify areas of strength and areas for improvement.

Sécurité (Security): The vendor claims that SatisFactory is compatible with ISO-27001 and offers a Plan d'Assurance Sécurité (PAS) to meet security requirements. The platform is said to have high availability and dedicated technical support.

Intégration (Integration): According to the vendor, SatisFactory is an open solution with over 100 CRM and SI connectors. The platform is developed on a fully API-based model and allows integration with social networks and review sites such as Google, Facebook, TripAdvisor, Booking, Zoover, and Hotels.com.

Accompagnement (Support): The vendor states that SatisFactory provides tailored business support through a Customer Success Manager. Technical support is available for all users, and there are online training resources and regular webinars.