Likelihood to Recommend 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.
Read full review Reflektion is very well suited for ecommerce sites that are looking to provide their customers meaningful product recommendations tailored to their specific user experience on our site. We are also beginning to use Reflektion for search results. If you find that your customer base uses your search bar or is having issues with their search experience, Reflektion offers a great auto complete search results feature. We have a sister site that only offers a small catalog of products and we do no use the auto search results feature on this site. If your company has a small catalog the search results tool may not be as effective. I cannot think of a scenario in which an ecommerce site would not find it helpful to provide customized product recommendations to their customers.
Read full review Pros 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! Read full review Reflektion provides individualized results based off each customer's unique browse experience on the site. This is beneficial because it gets more accurate results than segmenting customers by certain behaviors consistent with other customers. Reflektion is responsive to our business. They treat each request with professionalism and work to find solutions quickly. Reflektion has several beneficial features to further enhance the customer experience through a learning environment. Reflektion learns synonyms and is able to adjust for more accurate results. They also provide full page results with faceted navigation which leverages the individualized learning into the product results specific for each customer in a seamless integration with the site. Read full review Cons 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. Read full review While I mentioned that training our team in using the Reflektion dashboard was quite pain free, the dashboard can get a little overwhelming to a first time user. There are a lot of options and customization features available that can be intimidating at first. There isn't really too much for us to criticize with Reflektion. As I said, we switched from another product to Reflektion and so far have had almost no issues. When they do come up, the Reflektion team has been very helpful. Read full review Likelihood to Renew 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.
Read full review Alternatives Considered 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.
Read full review Reflektion is a very cost-effective, complete solution providing individualization for preview search, product recommendations, full page search, and content. Compared to the other services they offered more features utilizing SOLR results but with continued learning. Other services didn't have the full list of capabilities or were much more expensive.
Read full review Return on Investment 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. Read full review Increasing conversion rate is almost always the goal when we start a new project and it is safe to say that Reflektion has helped us increase conversion rate for customers clicking through product recommendations. With our previous recommendations engine, tweaking and customizing the recommendations on our site was not nearly as effective or easy as it is with Reflektion. This has saved us countless hours in dev and manual operations work. We have not seen any negative impacts of Reflektion and hope this continues. Read full review ScreenShots Sitecore Discover Screenshots