eSurveysPro.com vs. Satmetrix (discontinued)

It is extremely helpful in deciding if we want to roll out a new peoduct or service to our current customers. We are able to get feedback that helps guide decisions so we can keep our customers happy.

Incentivized

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.

Incentivized

• Highly customizable
• Instant data
• Easy way for customers to provide feedback in a non-confrontational way

Incentivized

• 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!

• I wish we knew a way to use it for prospective customers
• Our company should utilize it on missed sales instead of only current customers
• I wouldn’t change anything about the service itself, just how we utilize it

Incentivized

• 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.

Incentivized

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.

Incentivized

eSurveysPro.com was something I had heard about from a coworker and we decided to talk to marketing about implementation. Everyone was impressed and eSurveysPro.com has just been great to do business with.

Incentivized

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.

• We have been able to have a pulse on what our customers need so we can keep them from leaving us for competition.
• We have been able to not waste time on projects our customers are not interested in.
• It has changed our process on how we create. We talk to the customer more before we really hit the drawing board, saving time and money.

Incentivized

• 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.

Incentivized