TrustRadius Insights
Simplicity and Ease of Use: Multiple reviewers have praised the SaaS solution for its simplicity, straightforwardness, and ease of use. …
Overview
What is Satmetrix (discontinued)?
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.
Recent Reviews
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What is Satmetrix (discontinued)?
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.
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- Competitors
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What is Satmetrix (discontinued)?
Satmetrix was survey-based customer experience management software. It contained summary and individual customer data for tracking the customer lifecycle. Individual features are net promoter scoring (NPS) surveying, automated triggers and alerts when indicants of poor customer experience or lack of engagement are present, text analytics for summarizing and understanding customer sentiment through what they say, and more.
Satmetrix was acquired by NICE Systems in July 2017, and is no longer available.
Satmetrix was acquired by NICE Systems in July 2017, and is no longer available.
Satmetrix (discontinued) Video
NICE Satmetrix Customer Feedback Management
Satmetrix (discontinued) Competitors
Satmetrix (discontinued) Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
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.
The most common users of Satmetrix (discontinued) are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(16)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Pros
- Cons
Simplicity and Ease of Use: Multiple reviewers have praised the SaaS solution for its simplicity, straightforwardness, and ease of use. Users appreciate the web-based interface, which makes it convenient to access and navigate the tool. The simple setup process also saves time and effort in creating and deploying surveys.
Multi-lingual Capability: Several users have highlighted the benefit of the software's multi-lingual capability. This feature allows them to conduct surveys in multiple languages, making it easier to reach a diverse audience and collect feedback from different regions.
Flexibility of Reporting: Many reviewers have mentioned the flexibility of the reporting feature as a valuable aspect of the tool. They appreciate that reports can be generated for various data points captured by the tool, providing versatility for analyzing survey results and gaining insights into customer feedback.
Limited integration with non-Microsoft platforms: Some users have expressed their desire for additional plug-ins to integrate Satmetrix with other email clients and office products, as the current integration seems to be mainly focused on Microsoft platforms.
Clunky Salesforce integration: Several reviewers have found the Salesforce integration to be clunky and have mentioned that it requires spamming fields to custom objects, which can be inconvenient and time-consuming.
Compatibility issues and implementation problems: A number of users have experienced compatibility issues with Java while creating reports, such as annoying prompts to use an older version. Additionally, some customers mentioned that the implementation of Satmetrix did not go as planned and encountered multiple problems along the way.
Attribute Ratings
Reviews
(1-7 of 7)Companies can't remove reviews or game the system. Here's why
- The UI is very nice in the actual tool
- Setting up surveys within the tool is straightforward
- It can integrate with Salesforce
- Salesforce integration has been clunky. The integration seems to prefer it if you spam entire crops of fields to its custom objects, replicating fields and data across your organization. This is just odd.
- The integration assumes your users have full licenses, it does not play well with Chatter Plus.
- Once you fully integrate with Salesforce, a lot of the features of Satmetrix become redundant.
September 30, 2015
Satmetrix - Easy to use, easy to understand, careful with implementation
- Provides out of the box analytic charts, graphs, and data.
- Is flexible in the number of surveys you can send.
- Has a "survey builder" which makes creating surveys and survey logic easy.
- 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.
February 26, 2015
One manager's bad Satmetrix experience
- They present themselves as subject matter experts relatively well
- They have competent research scientists
- They do perform decent benchmark studies allowing us to compare against other industry peers
- They do not listen to their own customers' complaints
- The usability and flexibility of their reporting solution was extremely poor
- SMEs cannot expand on knowledge beyond high level presentation bullets
December 04, 2014
Satmetrix - Worthy of the title and worth the money
Score 10 out of 10
Vetted Review
Verified User
- It allows the customer to type as little or as much as they would like. Sometimes putting it in writing allows for a better explanation than what comes out of the mouth in conversation while a customer is upset.
- The rating system is quite clear. Scaling from 1-10 is something consumers understand and are familiar with. From Products, to an appealing body or about a food, 10 is always what is looked for.
- Allowing the consumer to provide feedback to an organization and the organization to benefit from that feedback is ultimately the strongest feature!
- Java compatibility, needs to work with newer versions. Prompts to use an older Java version in a browser can be annoying while creating reports and have to close them, then reopen with the right version.
June 24, 2014
Satmetrix Helped us Retain our Customers
- Satmetrix consulted us on how a customized approach to this project would yield the best results in collecting the feedback we needed.
- They were critical in helping us understand what the results meant to us and were excellent in making recommendations on how we should act on it.
- The training Satmetrix provided from a high level overview to a specific certification on the NPS methodology were outstanding.
- I would like to have seen Satmetrix help us with ways to receive more responses to our surveys.
- Costs were extremely high for our custom engagement with them.
March 04, 2014
Satmetrix's NPS Certification Review
Score 5 out of 10
Vetted Review
Verified User
- The user community Satmetrix has developed is great. More so, they seem to have identified this as an area for on-going investment.
- The course materials provided by Satmetrix for certification were thorough.
- Ironically, I found the customer support to be wanting. I regularly emailed them regarding an issue with my certification and it wasn't resolved for 6 months. More so, my emails were not returned in a timely manner and, at least once, not at all.
- Some of the concepts taught are more abstract/subjective; having an official Satmetrix resource for questions (as opposed to the user community) would be welcome.
February 25, 2014
Great product - easy to use and highly flexible...
Score 9 out of 10
Vetted Review
Verified User
- 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'd like to see additional plug-in's for other email clients (not just Outlook) and other office products (not just Office)
- Very Microsoft focused; need to be more open to other platforms