NICE Satmetrix

NICE Satmetrix

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Score 8.0 out of 100
NICE Satmetrix

Overview

Recent Reviews

One manager's bad Satmetrix experience

1
February 26, 2015
We used Satmetrix to support our global customer feedback/Voice of Customer program. We contracted with them to administer our VOC by …
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Satmetrix's NPS Certification Review

5
March 04, 2014
Satmetrix provided us with Net Promoter Score (NPS() certification. Our company uses NPS as a means of measuring customer …
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Pricing

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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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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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 SurveyMonkey?

SurveyMonkey provides free, customizable surveys, and a suite of paid, back-end programs that include data analysis, sample selection, bias elimination, and data representation tools. SurveyMonkey also offers large-scale, enterprise options for companies interested in data analysis, brand…

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Product Details

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

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Mobile ApplicationNo

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Frequently Asked Questions

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.

Who uses NICE Satmetrix?

The most common users of NICE Satmetrix are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews and Ratings

 (16)

Ratings

Reviews

(1-7 of 7)
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Simon Whight | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Lawrence Kravitz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 1 out of 10
Vetted Review
Verified User
Review Source
  • 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
Don Velazquez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Rob Ellison | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 5 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Geoff Gardner, MSPM, MBCS, CITP | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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