Clarabridge (discontinued) vs. Satmetrix (discontinued)

Call centers with heavy volumes can really benefit from Clarabridge.

Incentivized

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.

Incentivized

• Categorization: It is able to take the data and truly put into different categories based on what you create/ choose in the admin panel.
• Sentiment analysis: It creates a sentiment (which you can edit) for every single word in the survey.
• Customer Service: they are very quick and on point with requests and communicating new releases as well as training/ assistance.

Incentivized

• The user community Satmetrix has developed is great. More so, they seem to have identified this as an area for on-going investment.
• The course materials provided by Satmetrix for certification were thorough.

• User interface could be more intuitive.

Incentivized

• 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.

Extensive featureset, great customer service.

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.

Incentivized

Clarabridge is far superior and the two truly can not be compared or spoken of in the same category. I would be open to the discussion of the many differences

Incentivized

Our previous survey tools were SurveyMonkey and in-house applications. Satmetrix is significantly more powerful than anything we have used previously.

• SLA Fractures quite a bit especially when we were in FB Jail
• KPI not being met because of lack of publishing and responses
• Customer Service suffered from not having a way to DM everyone

Incentivized

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

Incentivized