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Satmetrix (discontinued)

Score8 out of 10

16 Reviews and Ratings

What is Satmetrix (discontinued)?

Satmetrix was survey-based customer experience management software. It contained summary and individual customer data for tracking the customer lifecycle. Satmetrix was acquired by NICE Systems in July 2017, and is no longer available.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Satmetrix (discontinued) has to offer, as determined by TrustRadius' reviewers.
Based on 16 ratings of Satmetrix (discontinued)'s features
View all features

Top Performing Features

  • Survey templates

    Includes a selection of pre-made survey templates for different types of surveys.

    Category average: 8.2

  • Themes

    Includes options for the look & feel of a survey, including different colors, fonts, layouts, etc.

    Category average: 7.1

  • Custom logo/branding

    Allows the user to include their company logo (rather than the survey vendor’s logo) and/or create a company template so that branding is consistent across multiple surveys.

    Category average: 8.5

Areas for Improvement

  • Analytics

    Allows users to run different types of analysis, such as statistical analysis, cross tabs, sentiment analysis, etc. within the tool.

    Category average: 8.2

  • Access controls

    Administrators can limit users’ ability to access data and edit content.

    Category average: 8.9

  • Compliance

    Supports privacy compliance and confidentiality standards, such as HIPPA.

    Category average: 9.1

Reviews

What users are saying about Satmetrix (discontinued).
View all reviews

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

Incentivized
Simon WhightView profile
Senior Salesforce CRM Analyst in Information Technology at Citation Professional Solutions (201-500 employees employees)

Pros

  • The UI is very nice in the actual tool
  • Setting up surveys within the tool is straightforward
  • It can integrate with Salesforce

Cons

  • 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.

Return on Investment

  • Time to get surveys created and deployed has increased.
  • Complexity of integration has increased
  • Quality of data has decreased with integration failures

Alternatives Considered

GetFeedback

Other Software Used

Salesforce CPQ (formerly SteelBrick), Conga Composer, FinancialForce Accounting

Satmetrix - Easy to use, easy to understand, careful with implementation

Incentivized
Lawrence KravitzView profile
Training Manager in Corporate at OpenLink Financial (1001-5000 employees employees)

Pros

  • 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.

Cons

  • 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.

Return on Investment

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

Satmetrix - Worthy of the title and worth the money

Don Velazquez
IDS/T3 IPTV & T4 Tech/Prism Lead in Quality Assurance at CenturyLink (10,001+ employees employees)

Pros

  • It allows the customer to type as little or as much as they would like. Sometimes putting it in writing allows for a better explanation than what comes out of the mouth in conversation while a customer is upset.
  • The rating system is quite clear. Scaling from 1-10 is something consumers understand and are familiar with. From Products, to an appealing body or about a food, 10 is always what is looked for.
  • Allowing the consumer to provide feedback to an organization and the organization to benefit from that feedback is ultimately the strongest feature!

Cons

  • 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.

Return on Investment

  • Satmetrix has allowed us to retain customers that were going to cancel services. My experience is that 8 out of 10 surveys that are called back will keep the services, understand the issue or resolution better or even upgrade.
  • Feed back to employees is done based on findings from the surveys, so that is a benefit to the company to have the employee re-trained or coached to to better next time or improve.

Satmetrix Helped us Retain our Customers

Incentivized
Rob Ellison
VP of Customer Loyalty in Customer Service at SAVVIS (1001-5000 employees employees)

Pros

  • 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.

Cons

  • 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.

Return on Investment

  • 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.

Great product - easy to use and highly flexible...

Geoff Gardner, MSPM, MBCS, CITP
Global PMO Lead, Red Hat Services/Consulting in Sales at Red Hat (5001-10,000 employees employees)

Pros

  • Ease of use; SaaS solution, all web based - simple, straightforward and easy to use
  • Multi lingual; we are able to use multiple languages for our surveys
  • Reporting is very flexible; reports can be run for pretty much any data point that you can capture!

Cons

  • I'd like to see additional plug-in's for other email clients (not just Outlook) and other office products (not just Office)
  • Very Microsoft focused; need to be more open to other platforms

Return on Investment

  • Improved customer service
  • Improved understanding of customer pain points
  • Ability to reach out to customers promptly to address areas of dissatisfaction

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