Great as astandalone but bulky and unwieldy as a Salesforce integration.
Satmetrix was implemented as a solution to garner NPS scores across a variety of business metrics, to provide a case management solution …
NICE Satmetrix
NICE Satmetrix
NICE Satmetrix
Overview
What is NICE Satmetrix?
Satmetrix is survey-based customer experience management software. It contains 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...
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What is NICE Satmetrix?
Satmetrix is survey-based customer experience management software. It contains 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…
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Alternatives Pricing
What is Qualtrics?
Qualtrics produces three Web-based products: Research Suite, which helps companies and schools conduct their own custom-made surveys and data analysis; Site Intercept, which allows websites to get feedback from visitors; and 360, a tool to help human resource operations assess employee performance.
What is Act-On?
Act-On is an adaptive marketing platform designed to drive personal and purposeful multi-channel marketing. Its foci are inbound and outbound marketing, for enabling a tighter alignment with sales and turning data into actionable insights.
Product Details
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What is NICE Satmetrix?
Satmetrix is survey-based customer experience management software. It contains 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.
NICE Satmetrix Video
NICE Satmetrix Customer Feedback Management
NICE Satmetrix Competitors
NICE Satmetrix Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
Satmetrix is survey-based customer experience management software. It contains 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.
The most common users of NICE Satmetrix are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(16)
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February 26, 2015
One manager's bad Satmetrix experience
We used Satmetrix to support our global customer feedback/Voice of Customer program. We contracted with them to administer our VOC by designing the surveys, implementing them to collect data, and then present them in an easily accessible and usable reporting platform. The relationship evolved from a regional VOC program with different vendors in different regions, to one of a single global vendor in Satmetrix, so part of the solution was to integrate and globalize.
- 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
- They improved employee efficiency from the previous model by 80%. Keep in mind that the previous model utilized an extremely manual and archaic platform.
- Satmetrix did assist us with successfully globalizing our VOC program
Medallia - Satmetrix does not compare. Where Satmetrix succeeded in elevating our multiple regional disjointed VOC into a single globally consistent program, Medallia further elevated it by facilitating a cultural change. Medallia's expertise and its platform's simplicity increased user adoption exponentially. Now 70K users actively report on VOC in a usable "do it yourself" model.
10000
Customer Service, Sales, Order Management, Marketing
4
Market research experts, project managers
- Need to collect voice of customer data
- Need to make voice of customer data understandable to executives as well as front line personnel
- Need to make voice of customer data available 24/7/365
- Driver analysis helped us isolate key problem areas relatively easily
- Industry benchmarking report/consultation
- Vendor implemented
December 04, 2014
Satmetrix - Worthy of the title and worth the money
Score 10 out of 10
Vetted Review
Verified User
Satmetrix is being used to gather feedback from the consumer in relation to thier experiences with CenturyLink. This tool is used accross the whole organization with various report types and ratings based on department. This program helps the customer to provide information to us that will help address any Quality Assurance issues, technical issues, troubleshooting that was not done with them, customer service issues, billing, etc. etc. The information left by the consumer allows us to probe and investigate before contacting the customer in regards to helping resolve the conflict they are facing. By having this information it allows for us to find out what made them mad, what they liked and where we can improve as a company. Having this information prior to contacting the customer helps with understanding what the focus of the conversation needs to be and try to provide clarification of information or a resolution of the things that they are not happy about. This provides a better customer experience, lets the cusotmer know we are familiar with the issue and are prepared, at the beginning of the call back, to help resolve any issues.
- 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.
- Satmetrix has allowed us to retain customers that were going to cancel services. My experience is that 8 out of 10 surveys that are called back will keep the services, understand the issue or resolution better or even upgrade.
- Feed back to employees is done based on findings from the surveys, so that is a benefit to the company to have the employee re-trained or coached to to better next time or improve.
I have not used any other.
June 24, 2014
Satmetrix Helped us Retain our Customers
We used Satmetrix in a multi-tiered approach to better understand our customers. First to understand their relationship with our company and second, to understand their experience with us on a transactional level. This approach allowed us to see the impact our customer facing organizations had on the customer base. The organizations spanned across sales, implementation, professional services and finally customer support. This ultimately allowed us to make adjustments in our business that would positively impact customer loyalty and retention.
- 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.
- 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.
March 04, 2014
Satmetrix's NPS Certification Review
Score 5 out of 10
Vetted Review
Verified User
Satmetrix provided us with Net Promoter Score (NPS() certification. Our company uses NPS as a means of measuring customer satisfaction/loyalty in quarterly client surveys. The main benefit provided by Satmetrix is expertise on the NPS methodology.
- 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.
- Satmetrix has provided us with the tools and process for forecasting future client retention.
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.
February 25, 2014
Great product - easy to use and highly flexible...
Score 9 out of 10
Vetted Review
Verified User
We just started using Satmetrix in the past 6 months across 2 different departments for 3 surveys (2 transactional surveys and 1 relationship survey). It addresses our need to understand better how easy our customers find us to deal with as a company and how satisfied they are with the products we sell.
- 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
- Improved customer service
- Improved understanding of customer pain points
- Ability to reach out to customers promptly to address areas of dissatisfaction
Our previous survey tools were SurveyMonkey and in-house applications. Satmetrix is significantly more powerful than anything we have used previously.