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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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Product Details
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- Competitors
- Tech Details
- FAQs
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 Enterprises (1,001+ 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
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
September 30, 2015
Satmetrix - Easy to use, easy to understand, careful with implementation
We currently use Satmetrix for yearly Voice of the Customer surveys as well as transactional surveys. This includes when a customer ends an implementation, contacts supports, or attends a training class. We use this in order to obtain an NPS score and also gauge loyalty to our product line. We use the Voice of the Customer survey only for clients, but all other surveys are sent to both clients and internal employees where applicable.
- 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.
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9.3
86.66666666666666%
8.7
90%
9.0
88%
8.8
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85%
8.5
- Satmetrix is teaching us what our clients like and don't like about our software.
- Satmetrix allows users to close the loop with customers.
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
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.