NICE Satmetrix Reviews

For me, it's the ease of use finding how my agents are ding as far as customer satisfaction.

There are a lot of variables, so there was a learning curve.

Every month I need to report my agent's survey results from customers. It's fast and easy to find the information I need.

Easy to use, reliable, valuable and data reliable

Outside the box future thinking, not sure how this product will evolve

Great product

Member feedback survey, benefits of close to interaction feedback

Our contact within Satmetrix has been great. Leighton consistently checks in with us, understands feedback and is always willing to help whenever needed. The system itself is very simple to use, but whenever there is a question or help needed, she is there.

nothing really - maybe consider having an app.

Utilizing Satmetrix allows us to obtain feedback from our customers on the support, products and services we provide. Satmetrix's support in using NPS methodology and best practices puts us an extra step ahead on this.

Between our customer experience manager, Anna Almay, and the support team, I always receive help for any questions that I may have and they provide any training needed. They truly care about us successfully implementing and using the Satmetrix platform.

Sometimes the navigation can be clunky, but they are continuously making improvements.

Highly recommend it!

Satmetrix has enabled us to improve the customer experience and reduce churn.

The customer support is excellent. Satmetrix takes a vested interest in helping their customers get an NPX program off the ground by offering advice on best practices, providing technical support, and always being there to answer questions. The did a fantastic job in allowing an easy transition from our previous software.

The platform is not always intuitive, and for someone who does not use the platform more than once per month, it can be difficult to navigate.

It would be wise to consider them when searching for a platform for your NPX program. They are NPX experts, and deliver great support. If purchasing their platform, listen to their advice.

Our problem has always been our ability to get timely feedback from our customers that we can take immediate action on. In the past, we would be looking at customer comments that were 3-6 months old, while having difficulty distributing those comments to the right people. Since working with Satmetrix, we are able to seamlessly run our customer experience program and address every issue a customer lodges.

The team at Satmetrix is always working on making improvements to the system to help you better understand your customer. I think the software is easy to use and I can pull data in seconds. It helps us connect with our members on a whole different level!

We had a few issues at the beginning with getting help but once we voiced this concern a person was assigned to us.

I highly recommend using this software. It is a game changer for improving your customers experience!

We recently have transitioned our business from physical retail locations to strictly e-commerce. It has helped us know where we should put our resources so we can improve our service to our member base. We also completely changed how we enroll members with the feed back we received from our on-boarding survey.

We have been a Satmetrix client for over 7 years. We have on ongoing conversation with them about how to enhance their platform, and have been pleased to see many of our product requests implemented over the years. The newest platform, NPX, has been a great step forward for them.

I don't specifically "dislike" any attribute of their product or service. An area of opportunity for them would be to continue to develop their consulting expertise beyond their product. As a B2B tech firm ourselves, I know that there is only so far their CX consulting capabilities are likely to go. That being said, they provide good opportunities for networking with other experts via their events and online community.

Before you implement any CX platform, take the time to understand and document your goals and requirements. Who are you surveying? Why? Who will have access to the data? What do you expect them to do with it? Involve the relevant stakeholders, especially executives, from the very beginning. You'll get a lot more value from a system like this if people care about the output and have a specific plan for how they will use it to improve your customers' experience and your business.

Satmetrix has allowed us to build a global, scalable, timely, and well adopted voice of the customer program. We leverage this data to understand our own opportunities to improve, and to invest our resources accordingly.

The self service functionality and a robust support team

Time taken to fix some engineering bugs.

its a great tool to have a real time tracking of your customer's voice. The close loop functionality helps in reaching out to upset customers and neutralizing them by addressing their concerns. Strategically its reporting gives a lot of key info that can help make worthy decisions.

There are so many things to like about Satmetrix. The interface is very intuitive - not the prettiest, but gets the job done. The tools, starting from correct, automatic uploading of surveys to flexible report creation to efficient set up of alerts, are all powerful and readily available.

Most importantly, though, Satmetrix offers the opportunity to "close the loop" with the customer. By setting up alerts for particular NPS (or other question) scores, Satmetrix allows users to then hone in on customers in peril of leaving so that those users can then take steps to solve their customers' pain points. This is the whole point of voice of customer data collection, and thus having this capability to "close the loop" is so important.

This is a minor dislike but, compared to Qualtrics Research Core, the interface seems somewhat convoluted and less intuitive. Satmetrix is almost a mix of Qualtrics and Power BI.

Consider this tool if you need a cost effective solution that is comprehensive - from data collection to reporting to closing the loop with the customer.

The biggest business problems we are solving is to collect customer data at multiple points in their lifecycle with us. Satmetrix does this flawlessly. Additionally, we can disseminate this data via flexible, powerful reporting, which then makes this data more actionable. Lastly, by setting up alerts for at risk customers, Satmetrix allows us to close the loop with them and to literally solve customer pain points.

The alerts/notifications to follow up with customers after a survey. The ease to share the feedback provided. The ability to do dashboards

Look n feel seems a bit outdated. Too black and white for my taste. Sometimes it is a bit slow to navigate. Particularly when trying to filter let's say for a specific case.

Should be easier to re-send a survey invitation to a customer, or change the recipient of the survey.

Not sure how much of this was actually configured by us this way, or it is simply the way the tool is built. I would definitely recommend making it obvious to the person rating the service on what is Green (Top Box Score) what is Yellow (Middle Box) and what is Red (Bottom Box) To avoid the 7 is a 10 on my book conversation.

Is it one of the key players, certainly yes... Is it the only option out there, probably not... Unfortunately not everyone gets involved in that level of conversation. But give a chance to your users to tell you which tool they like best and why. Its the people that are going to be using it that matter most.

It provides the ability to track our customers satisfaction over time. In every interaction through a support case, a survey gets sent. There are certain parameters that we get rated on and there is an option for leaving comments as well.

We also measure the relationship as a whole with the customer, through a similar survey. Every single department that is engaged with the customer gets rated.