Satmetrix Helped us Retain our Customers
June 24, 2014

Satmetrix Helped us Retain our Customers

Rob Ellison | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Satmetrix

We used Satmetrix in a multi-tiered approach to better understand our customers. First to understand their relationship with our company and second, to understand their experience with us on a transactional level. This approach allowed us to see the impact our customer facing organizations had on the customer base. The organizations spanned across sales, implementation, professional services and finally customer support. This ultimately allowed us to make adjustments in our business that would positively impact customer loyalty and retention.
  • 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.
  • With the knowledge gained front he transactional surveys, Satmetrix helped us significantly improve our customer service processes.
  • Combined with the relationship survey, we were ultimately able to improve our customer retention by over 20% within 2 years.
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.
If customization is needed along with ongoing consulting, then Satmetrix would be a strong player. If you know what you're trying to achieve and have the NPS know-how, you can probably find other companies to help you run the program. We needed the former, so Satmetrix was a good fit.