What users are saying about
15 Ratings
15 Ratings
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Score 7.4 out of 101

Likelihood to Recommend

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 profile photo

Feature Rating Comparison

Survey Format & Appearance

NICE Satmetrix
8.0
Survey templates
NICE Satmetrix
8.0
Themes
NICE Satmetrix
8.0
Custom logo/branding
NICE Satmetrix
8.0

Survey Content

NICE Satmetrix
8.0
Changes to live survey
NICE Satmetrix
8.0
Question design help
NICE Satmetrix
8.0
Multiple question types
NICE Satmetrix
8.0

Survey Logic

NICE Satmetrix
8.0
Survey logic flexibility
NICE Satmetrix
8.0

Survey Reporting & Analytics

NICE Satmetrix
8.0
Response tracking
NICE Satmetrix
8.0
Data export
NICE Satmetrix
8.0
Standard reports
NICE Satmetrix
8.0
Custom reports
NICE Satmetrix
8.0
Analytics
NICE Satmetrix
8.0

Survey Administration & Security

NICE Satmetrix
8.0
Access controls
NICE Satmetrix
8.0
Compliance
NICE Satmetrix
8.0

Pros

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 profile photo

Cons

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 profile photo

Likelihood to Renew

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.
No photo available

Alternatives Considered

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.
No photo available

Return on Investment

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 profile photo

Pricing Details

NICE Satmetrix

General

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

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