Satmetrix (discontinued) vs. Zoomin

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Satmetrix (discontinued)
Score 8.0 out of 10
N/A
Satmetrix was survey-based customer experience management software. It contained summary and individual customer data for tracking the customer lifecycle. Satmetrix was acquired by NICE Systems in July 2017, and is no longer available.N/A
Zoomin
Score 9.1 out of 10
N/A
Zoomin is a content publishing platform that allows companies to provide a robust knowledgebase of product documentation for their customers and prospects.N/A
Pricing
Satmetrix (discontinued)Zoomin
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Satmetrix (discontinued)Zoomin
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Satmetrix (discontinued)Zoomin
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
Satmetrix (discontinued)
8.0
2 Ratings
3% above category average
Zoomin
-
Ratings
Survey templates8.02 Ratings00 Ratings
Themes8.02 Ratings00 Ratings
Custom logo/branding8.02 Ratings00 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
Satmetrix (discontinued)
8.0
2 Ratings
6% below category average
Zoomin
-
Ratings
Changes to live survey8.02 Ratings00 Ratings
Question design help8.02 Ratings00 Ratings
Multiple question types8.02 Ratings00 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
Satmetrix (discontinued)
8.0
2 Ratings
2% below category average
Zoomin
-
Ratings
Survey logic flexibility8.02 Ratings00 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
Satmetrix (discontinued)
8.0
2 Ratings
2% below category average
Zoomin
-
Ratings
Response tracking8.02 Ratings00 Ratings
Data export8.02 Ratings00 Ratings
Standard reports8.02 Ratings00 Ratings
Custom reports8.02 Ratings00 Ratings
Analytics8.02 Ratings00 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
Satmetrix (discontinued)
8.0
2 Ratings
5% below category average
Zoomin
-
Ratings
Access controls8.02 Ratings00 Ratings
Compliance8.02 Ratings00 Ratings
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Satmetrix (discontinued)Zoomin
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Score 9.0 out of 10
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Score 9.3 out of 10
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User Ratings
Satmetrix (discontinued)Zoomin
Likelihood to Recommend
4.0
(7 ratings)
9.1
(1 ratings)
Likelihood to Renew
5.1
(5 ratings)
-
(0 ratings)
User Testimonials
Satmetrix (discontinued)Zoomin
Likelihood to Recommend
Discontinued Products
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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Zoomin
Zoomin is best suited for an organization that uses DITA or other forms of structured authoring in at least one department. The structure provided by DITA will lay the foundation for all other types of content that are imported into Zoomin.
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Pros
Discontinued Products
  • 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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Zoomin
  • The biggest advantage to using Zoomin is the care and loyalty of their people. No matter what occurred throughout the process, they were with us 100%.
  • The Zoomin product is one of the few DITA compatible products I've seen that presents a current and professional interface.
  • Zoomin's roadmap is impressive and I've actually seen first-hand that they really do make good on items on their roadmap!
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Cons
Discontinued Products
  • 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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Zoomin
  • Zoomin's SalesForce integration is a must finish. It's almost there, but they haven't been able to get Salesforce to certify it.
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Likelihood to Renew
Discontinued Products
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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Zoomin
No answers on this topic
Alternatives Considered
Discontinued Products
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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Zoomin
No answers on this topic
Return on Investment
Discontinued Products
  • 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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Zoomin
  • Our new Zoomin based interface increased traffic to our doc site by 600%.
  • The new Zoomin based site decreased traffic to the support portal by 10-20% for all segments of the business.
  • Customer comments provided positive results as customers started to see we were making much needed improvement.
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ScreenShots

Zoomin Screenshots

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