Great as astandalone but bulky and unwieldy as a Salesforce integration.
Simon Whight | TrustRadius Reviewer
December 21, 2017

Great as astandalone but bulky and unwieldy as a Salesforce integration.

Score 4 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Satmetrix

Satmetrix was implemented as a solution to garner NPS scores across a variety of business metrics, to provide a case management solution for users, to provide BI reporting and dashboards across the surveys, and to provide a "best in class" consultative service in order to attain the best NPS metrics across our business.
  • The UI is very nice in the actual tool
  • Setting up surveys within the tool is straightforward
  • It can integrate with Salesforce
  • Salesforce integration has been clunky. The integration seems to prefer it if you spam entire crops of fields to its custom objects, replicating fields and data across your organization. This is just odd.
  • The integration assumes your users have full licenses, it does not play well with Chatter Plus.
  • Once you fully integrate with Salesforce, a lot of the features of Satmetrix become redundant.
  • Time to get surveys created and deployed has increased.
  • Complexity of integration has increased
  • Quality of data has decreased with integration failures
GetFeedback was implemented before Satmetrix. It was a cheap and cheerful product, even at the top tier of its license cost, tying it into Salesforce was incredibly easy. Just getting from survey to results in Salesforce was a pleasure. I really miss this world!
  • Employee Surveys
  • Customer Surveys
Satmetrix is best suited if you don't currently use Salesforce. A lot of its main selling points are negated by the virtue of having Salesforce. Case management is in Salesforce, reporting is in Salesforce, the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as GetFeedback and SurveyMonkey. The only thing that leaves is the consultative service on being best practice and I don't really get to see any of that.

NICE Satmetrix Feature Ratings

Survey templates
8
Themes
8
Custom logo/branding
8
Changes to live survey
8
Question design help
8
Multiple question types
8
Survey logic flexibility
8
Response tracking
8
Data export
8
Standard reports
8
Custom reports
8
Analytics
8
Vendor-offered crowdsourcing
Not Rated
Respondent restrictions
Not Rated
Access controls
8
Compliance
8