NICE Satmetrix vs UserReplay

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.

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Simon Whight

Senior Salesforce CRM Analyst

Citation Professional SolutionsLegal Services, 201-500 employees

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Great for online businesses who are well established and want to refine their UX/site performance.

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Chris Wood

Head Of Marketing - Online Dr

Pharmacy2U LtdPharmaceuticals, 201-500 employees

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Feature Rating Comparison

NICE Satmetrix

UserReplay

Survey templates

Themes

Custom logo/branding

NICE Satmetrix

UserReplay

Changes to live survey

Question design help

Multiple question types

NICE Satmetrix

UserReplay

Survey logic flexibility

NICE Satmetrix

UserReplay

Response tracking

Data export

Standard reports

Custom reports

Analytics

NICE Satmetrix

UserReplay

Access controls

Compliance

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!

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Geoff Gardner, MSPM, MBCS, CITP

Global PMO Lead, Red Hat Services/Consulting

Red HatComputer Software, 5001-10,000 employees

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Identifying an issue and quickly understanding what the financial impact is
Seeing how users use and interact with your site, by device
Reporting on custom events
Quickly finding a session and replaying it, to watch it back.

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Chris Wood

Head Of Marketing - Online Dr

Pharmacy2U LtdPharmaceuticals, 201-500 employees

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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.

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Lawrence Kravitz

Training Manager

OpenLink FinancialComputer Software, 1001-5000 employees

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Having confidence in the reports/numbers it pulls
No function to email out weekly/monthly reports.
Insights are sometimes difficult to extract

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Chris Wood

Head Of Marketing - Online Dr

Pharmacy2U LtdPharmaceuticals, 201-500 employees

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Likelihood to Renew

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.

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Verified User

Manager in Marketing

Market Research Company, 10,001+ employees

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No score

No answers yet

No answers on this topic

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.

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Verified User

Manager in Sales

Information Services Company, 51-200 employees

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Very well, a similar but different system

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Chris Wood

Head Of Marketing - Online Dr

Pharmacy2U LtdPharmaceuticals, 201-500 employees

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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.

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Rob Ellison

VP of Customer Loyalty

SAVVISInformation Technology and Services, 1001-5000 employees

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Confirmed our low basket abandonment

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Chris Wood

Head Of Marketing - Online Dr

Pharmacy2U LtdPharmaceuticals, 201-500 employees

View all 1 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Rating Summary

NICE Satmetrix

UserReplay

NICE Satmetrix

UserReplay

Likelihood to Recommend

NICE Satmetrix

UserReplay

Feature Rating Comparison

Survey templates

Themes

Custom logo/branding

Changes to live survey

Question design help

Multiple question types

Survey logic flexibility

Response tracking

Data export

Standard reports

Custom reports

Analytics

Access controls

Compliance

Pros

NICE Satmetrix

UserReplay

Cons

NICE Satmetrix

UserReplay

Likelihood to Renew

NICE Satmetrix

UserReplay

Alternatives Considered

NICE Satmetrix

UserReplay

Return on Investment

NICE Satmetrix

UserReplay

Screenshots

NICE Satmetrix

UserReplay

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Rating Summary

Add comparison