One manager's bad Satmetrix experience
Updated February 26, 2015

One manager's bad Satmetrix experience

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Satmetrix

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.
Perhaps it is a better fit in smaller companies or in a consumer setting. In our environment with B2B services in 132 countries with 32 languages, they did not perform to expectations.

Using Satmetrix

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
The previous experience was so negative that even if they have improved since then it wouldn't help. Another more pertinent reason is because we have an existing 3 year contract with Medallia. Lastly, vendor transitions in our environment (B2B in 132 countries) is extremely painful. I've managed two of them and wouldn't wish it on my worst enemy.

Satmetrix Implementation