Costs would play a big role in a potential renewal. Additionally, with the experience gained from the original project and education, I would feel comfortable running a program with a less costly vendor.
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.
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.