Overall Satisfaction with Satmetrix
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.
- Satmetrix is teaching us what our clients like and don't like about our software.
- Satmetrix allows users to close the loop with customers.