Satmetrix - Worthy of the title and worth the money
Updated December 04, 2014
Satmetrix - Worthy of the title and worth the money
Score 10 out of 10
Vetted Review
Verified User
Software Version
Web Based - Call Center Analyst Report
Overall Satisfaction with Satmetrix
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.