February 25, 2014

Satmetrix Review: "Great product - easy to use and highly flexible..."

Geoff Gardner, MSPM, MBCS, CITP

Global PMO Lead, Red Hat Services/Consulting

Red HatComputer Software, 5001-10,000 employees

Score 9 out of 10

Vetted Review

Verified User

Software Version
Satmetrix Pro

Modules Used
Satmetrix Pro

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

Improved customer service
Improved understanding of customer pain points
Ability to reach out to customers promptly to address areas of dissatisfaction

Alternatives Considered

SurveyMonkey

Our previous survey tools were SurveyMonkey and in-house applications. Satmetrix is significantly more powerful than anything we have used previously.

Likelihood to Renew

The product is easy to use, the support is good and we have a very strong relationship with our Satmetrix team. Really like the product and what it can do for us.