45 Ratings
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Score 7.6 out of 100
15 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
  • IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Chris Hall | TrustRadius Reviewer

NICE Satmetrix

Satmetrix is best suited if you don't currently use Salesforce. A lot of its main selling points are negated by the virtue of having Salesforce. Case management is in Salesforce, reporting is in Salesforce, the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as GetFeedback and SurveyMonkey. The only thing that leaves is the consultative service on being best practice and I don't really get to see any of that.
Simon Whight | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Survey templates
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Themes
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Custom logo/branding
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0

Survey Content

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Changes to live survey
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Question design help
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Multiple question types
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0

Survey Logic

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Survey logic flexibility
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0

Survey Reporting & Analytics

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Response tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Data export
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Standard reports
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Custom reports
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0

Survey Administration & Security

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Access controls
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0
Compliance
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
NICE Satmetrix
8.0

Pros

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
  • It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
  • Data is captured and processed in real-time which reveal unknown issues as they are happening.
  • Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.
Nick Preese | TrustRadius Reviewer

NICE Satmetrix

  • Ease of use; SaaS solution, all web based - simple, straightforward and easy to use
  • Multi lingual; we are able to use multiple languages for our surveys
  • Reporting is very flexible; reports can be run for pretty much any data point that you can capture!
Geoff Gardner, MSPM, MBCS, CITP | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • More knowledge sharing sessions
  • UI/UX Improvements
  • More tooltips on icons
Anonymous | TrustRadius Reviewer

NICE Satmetrix

  • Implementation did not go as well as planned and there were problems.
  • If you are running multiple surveys, slicing and dicing data is not that simple.
Lawrence Kravitz | TrustRadius Reviewer

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
I do not have power over contracts.
Anonymous | TrustRadius Reviewer

NICE Satmetrix

NICE Satmetrix 5.1
Based on 5 answers
The previous experience was so negative that even if they have improved since then it wouldn't help. Another more pertinent reason is because we have an existing 3 year contract with Medallia. Lastly, vendor transitions in our environment (B2B in 132 countries) is extremely painful. I've managed two of them and wouldn't wish it on my worst enemy.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | TrustRadius Reviewer

NICE Satmetrix

I haven't evaluated any other products. Our executive team selected NPS as the preferred measurement of customer sentiment and Satmetrix is the only certification company I am aware of.
Anonymous | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • The ROI question needs to be focused on clients and not our use internally. We leverage this as a platform for designing customer journeys for our clients.
  • The ROI case is far easier to make for eCommerce operators. Customer journey failings can be easily quantified and seemingly simple issues can generate large ROI outcomes. For web assets without a trading bias, ROI can be established using notional value attribution. For example, a lead for motor insurance that is lost can be costed based on average policy value over a typical lifetime; struggle on a customer self-service portal can be quantified on the cost of handling through a call centre; etc.
Chris Hall | TrustRadius Reviewer

NICE Satmetrix

  • With the knowledge gained front he transactional surveys, Satmetrix helped us significantly improve our customer service processes.
  • Combined with the relationship survey, we were ultimately able to improve our customer retention by over 20% within 2 years.
Rob Ellison | TrustRadius Reviewer

Pricing Details

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

NICE Satmetrix

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
7.7
NICE Satmetrix
4.0

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
NICE Satmetrix
5.1

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