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NICE Satmetrix

4.3
(28)

Satmetrix business solutions combine innovative technology, proven expertise, and industry best practices in customer experience solutions that deliver results.

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NICE Satmetrix review by Jorge V.
Jorge V.
Validated Reviewer
Verified Current User
Review Source

"Great way to capture customer feedback and to close the loop with them"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

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NICE Satmetrix review by Carl L.
Carl L.
Validated Reviewer
Verified Current User
Review Source

"Best way to capture Client feedback! "

What do you like best?

Satmetrix is the industry leader when it comes to NPS, they invented it. The platform allows us to integrate with Salesforce and automate our customer touchpoints. These then feedback into dashboards and alerts which go to the right department so we can close the loop.

What do you dislike?

The only problem I have is that we don't have a UK based account manager anymore. This isn't any slight on our current account manager, I just had a very good relationship with my last account manager before he was relocated during the Nice/Satmetix merger

Recommendations to others considering the product

A really good product, we spoke to around 9 different providers before we settled on them. Get them to give you a demo and you can see how good the product really is.

What business problems are you solving with the product? What benefits have you realized?

100% does what it says on the tin. It's helped us realise where we can make improvements in our customer journey and feedback directly to staff that need support.

What Enterprise Feedback Management solution do you use?

Thanks for letting us know!
NICE Satmetrix review by David M.
David M.
Validated Reviewer
Review Source

"Great tool to capture Customer satisfaction - NPS"

What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

NICE Satmetrix review by Meenakshi B.
Meenakshi B.
Validated Reviewer
Verified Current User
Review Source

"A truly great customer satisfaction system with data analytics."

What do you like best?

After joining with Satmetrix, they helped me from A-Z on execution and backing. They additionally appoint a client achievement group devoted to the record. Satmetrix knows there item well, comprehend our issue and business process. Satmetrix has awesome individuals, who are receptive to my requirements I do appreciate the benevolence and its quick results.

What do you dislike?

We have been facing issues with updates that were not tried appropriately before releasing. There are a couple of bugs, however those are being tended to as of now. Can't hold up till their next release towards the end of the year.

What business problems are you solving with the product? What benefits have you realized?

We now can contact those clients, and discover why they said the things they said, and ideally furnish them with a superior client engagement whenever required. We are exceptionally searching for an accomplice to help us with promoting Customer Experience Management and we have found that in the form of Satmetrix. The data analytics that is provided by Satmetrix is really exceptional and targets the right clients with accurate parameters.

NICE Satmetrix review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Satisfied Satmetrix customer for over a decade"

What do you like best?

We like Satmetrix's holistic view of the customer journey. There are a lot of vendors out there that provide a means to send surveys... Satmetrix goes well beyond that, helping its customers get a clear view of their customer experience across the whole journey, including both the relationship and various interactions along the way. It's a comprehensive and powerful tool and framework for running a customer experience program.

What do you dislike?

It has a bit of a learning curve (but it's worth it, because it's a lot more than just a basic survey tool). Although many charts are provided out of the box, we find it a bit difficult to run complex custom queries within the tool.

Recommendations to others considering the product

Utilize the resources and best practices offered by Satmetrix when establishing a customer experience program... they want to make you successful and go above and beyond to ensure you're on the right track.

What business problems are you solving with the product? What benefits have you realized?

We use Satmetrix to get better insights into our customer experience. Satmetrix has helped us identify problem areas, improve our customer experience and retain customers.

NICE Satmetrix review by Libby C.
Libby C.
Validated Reviewer
Verified Current User
Review Source

"Good CX platform for the price!"

What do you like best?

What we like best is the ability to access tools like text analytics, social sharing and close-the-loop without having to pay additional fees, which was the case with our previous platform. The customer experience aspect has been great for our team! They are very responsive and quick to help with any questions, training, issues, or product enhancements you may have. We are also working with them on downloading our NPS data into our CRM system, which is something we were not able to do with our last platform. Last, we feel the reporting tools are easier to use and understand and we like the fact that our internal users can access custom dashboards so we don't have to push data out like we did in the past. It's helped us create team efficiencies so we can focus our time on being more strategic vs. tactical.

What do you dislike?

We had some platform stability issues at the beginning, but when we voiced concerns they were quick to set-up a support team to help resolve. There are also some product functions we lost in switching to NPX, but we have requested those as enhancements and they are being considered for future upgrades.

What business problems are you solving with the product? What benefits have you realized?

We needed the ability to analyze unstructured data across multiple relationship and transaction surveys at a decent price, and Satmetrix text analytics and sentiment analysis solved that issue. Also, their reporting and analytics tools are easy to use. We've trained multiple internal users and have created custom dashboards for different lines of business, so managers can login and quickly gain insights real time vs. waiting for our team to push out data on a weekly / monthly basis.

NICE Satmetrix review by Mark K.
Mark K.
Validated Reviewer
Review Source

"Very Good Experience"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

NICE Satmetrix review by Joyce M.
Joyce M.
Validated Reviewer
Review Source

"Great experience with Satmetrix NPX"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

NICE Satmetrix review by Mindy D.
Mindy D.
Validated Reviewer
Review Source

"Great Experience Using Satmetrix"

What do you like best?

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!

What do you dislike?

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

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

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.

NICE Satmetrix review by Administrator in Insurance
Administrator in Insurance
Validated Reviewer
Verified Current User
Review Source

"Great experience with Satmetrix"

What do you like best?

Ease of use and navigation of the tool. Simple to build a survey and create dashboards to share with others. Appreciate the available resources and guidance from thought leaders on NPS methodology and best practices.

Our main contact, Judy is another reason. Knowledgeable, responsive and regularly checks in. She is a great resource to bounce ideas and discuss best practices to help our organization navigate through our own NPS journey.

What do you dislike?

Some features are not in real time so need to account for a time delay.

Recommendations to others considering the product

Consider where your organization is at in their NPS maturity and what tools and resources are required.

What business problems are you solving with the product? What benefits have you realized?

Satmetrix has helped us build structure to follow best practices for running an NPS program and organizational focus to better understand our customer experience. Creating follow-up processes and access to tools to better understand the root causes of customer issues has been a big help.

NICE Satmetrix review by Amy L.
Amy L.
Validated Reviewer
Review Source

"Excellent technical support!"

What do you like best?

Walked our team through the entire process- responsive technical support and customer service [Judy rocks!] and listened to our individual needs and feedback.

What do you dislike?

We underestimated the resources to implement - when they tell you, it's a full time role for the lead implementer- believe them! Would have saved our company time, frustration and money!

Recommendations to others considering the product

They get it- listen to their advice on the front end.

What business problems are you solving with the product? What benefits have you realized?

Improve our internal processes, gain buy-in throughout the company and visually depict the customer journey. The graphs, analytics and real time response is enlightening, helping us compile statistics to understand the root cause of challenges. Timely ability to close the loop has been huge to customer satisfaction.

NICE Satmetrix review by Lawrence K.
Lawrence K.
Validated Reviewer
Verified Current User
Review Source

"Excellent Customer Satisfaction System with Shaky Implementation"

What do you like best?

SatMetrix has a very user friendly, intuitive survey builder. They also have great analytics and the ability to create custom dashboards.

What do you dislike?

Our implementation was not carried out well. We had issues with upgrades that were not tested properly prior to release.

Recommendations to others considering the product

Ensure everything is fully tested prior to implementation. Also ensure upgrades are done with your knowledge and with testing. Be aware that many e-mails that go out to sponsors need to be users so this may result in additional costs to your company.

There are many options when it comes to analytics and that is very useful when dealing with different levels of management who want to see different reports.

What business problems are you solving with the product? What benefits have you realized?

We stated out with a closed loop yearly business satisfaction review and have evolved into many transactional surveys.

NICE Satmetrix review by Industry Analyst / Tech Writer in Computer Software
Industry Analyst / Tech Writer in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Amazing hosted Applications with Data Analytics"

What do you like best?

With this package are useful analytical charts/ graphs and data to visualize the information we get back from our surveys. The best thing about this software is that they have pre-made templates of common survey types, making it easy for our company to integrate this into our existing QA products.

What do you dislike?

It was difficult to implement Satmetrix to our customer satisfaction survey, and it was difficult to parse the data returned from the surveys.

Recommendations to others considering the product

If you want to do more than the basic analysis that the package arrives with, you need to export all the data to other software.

What business problems are you solving with the product? What benefits have you realized?

Our company uses this software to implement our Customer Satisfaction Surveys. Whether they have reached a certain marker in their time using our software or if they end a subscription, we send out this survey to gauge satisfaction as well as loyalty to our product line.

NICE Satmetrix review by Shireen M.
Shireen M.
Validated Reviewer
Verified Current User
Review Source

"Working With Satmetrix"

What do you like best?

We really appreciated the onboarding process and continued consulting to help us get up and running. Our team has been supportive and helpful answering all questions and working with us to improve the effectiveness of the survey tools.

What do you dislike?

Some technical difficulties, all of which have been resolved. Scheduling reports in adm page.

Recommendations to others considering the product

This software is especially applicable to companies with a large database.

What business problems are you solving with the product? What benefits have you realized?

We are trying to better understand how clients view us on an enterprise level. We now have a better look at our clients perspective at a higher level.

NICE Satmetrix review by Michelle P.
Michelle P.
Validated Reviewer
Verified Current User
Review Source

"Great platform and support"

What do you like best?

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.

What do you dislike?

nothing really - maybe consider having an app.

What business problems are you solving with the product? What benefits have you realized?

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.

NICE Satmetrix review by Cris V.
Cris V.
Validated Reviewer
Review Source

"Great solution that listens to their customers."

What do you like best?

After signing up with Satmetrix, they helped me from A-Z on implementation and support. Never have they tried to "UPSELL" me on services that I did not need. Even when the platform changed to their 2.0 NPX solution, they took the time to train our staff, and assured that bugs were worked out.

What do you dislike?

There are a few bugs, but those are being addressed at this time. With every new version and release, you will have some bugs, we were fortunate enough that small bugs were fixed quickly, and larger bugs were documented and put into the product roadmap. Can't wait til their next release at the end of the year.

What business problems are you solving with the product? What benefits have you realized?

We are now seeing in real time what out customers think about us. We now have the ability to reach out to those customers, and find out why they said the things they said, and hopefully provide them with a better customer experience the next time around. Once we have done that, we can look at the root cause of the problem and hopefully curb those issues so they won't become issues down the line.

NICE Satmetrix review by Joe C.
Joe C.
Validated Reviewer
Review Source

"Customer Satisfaction. Please with results."

What do you like best?

I do enjoy the friendliness and its fast results. I was skeptical but had great analysts. Was very please with the dashboards, could use more but its a very good start in my opinion.

I do like their reporting tools. Realized their support and customer help in implementation.

What do you dislike?

No issues that we had encountered. would like more statistics.

Would like more Forums and real time data/analytics.

Would like a coding feature for self data integration but might be over my reach in wishing.

Recommendations to others considering the product

We have compared to most whats out in the market and from what the results show, Satmetrix is out on top.

From the top choices, many were outperformed by the statistics in Satmetrix.

What business problems are you solving with the product? What benefits have you realized?

More statistics in surveys and realtime data & marketing forums.

NICE Satmetrix review by Internal Consultant in Information Services
Internal Consultant in Information Services
Validated Reviewer
Review Source

"SatMetrix set the standard, but has failed to keep up"

What do you like best?

They were the originators of the NPS methodology and the Enterprise Feedback Management (EFM) tool space, so that thought leadership and history make this among their most attractive features. They also assign a customer success team dedicated to the account.

What do you dislike?

The tool has 2 major flaws that impede enterprise-wide adoption. One, it is not user friendly. Other users will attest to this. Two, the tool cannot handle the load of a full enterprise on it. There are other players in this space that have made EFM's that are cloud-based, and super fast, regardless of number of users on the system. If you want a full enterprise to adopt this, you need a tool that's easy and fast to use.

Recommendations to others considering the product

Compare against some of the new leaders that are hedging out in front.

What business problems are you solving with the product? What benefits have you realized?

Our primary business problem we are solving for is enterprise adoption of the NPS metric, as well as understanding key drivers. We are gaining traction in NPS slowly, but need the use of a tool to aid in adoption of the metrics, and understanding of key drivers.

NICE Satmetrix review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Great experience with Satmetrix! "

What do you like best?

The fact that the platform seamlessly combines NPS with the customer journey and an engaging UI.

What do you dislike?

The implementation with SF has been a bit trickier than expected, and at times, a bit more guidance would have been helpful. Overall, great folks and great product.

What business problems are you solving with the product? What benefits have you realized?

Needing to build out a mechanism to collect feedback and NPS. We have gained valuable feedback that has helped drive dialogue and strategic alignment.

NICE Satmetrix review by Caitlin D.
Caitlin D.
Validated Reviewer
Review Source

"Satisfied with Service"

What do you like best?

The personalized help from our account representative, Judy. The ease of adding users and sharing information.

What do you dislike?

Enhancements seem to take awhile. We'd like faster turnaround on these and more innovation around what's easiest for the reviewer.

What business problems are you solving with the product? What benefits have you realized?

The ability to really "hear" VOC. Sharing surveys and creating follow-up procedures has allowed us to have better communication about what's needed to stay successful.

NICE Satmetrix review by Miheer K.
Miheer K.
Validated Reviewer
Verified Current User
Review Source

"Informative, relevant, but should include more worksheets for problem solving, "

What do you like best?

The insights which are offered into the customer psyche, and real world experiences of businesses

What do you dislike?

Videos couldn't be played on phone (in the earlier version of the website). Also, something more discussion based as an add on would be nice.

What business problems are you solving with the product? What benefits have you realized?

Yet to implement, but got a lot of insight into the industry of customer experience

NICE Satmetrix review by Rick S.
Rick S.
Validated Reviewer
Review Source

"VP, Client Advocacy and ISMS Manager"

What do you like best?

I like the NPS methodology which really helps me quantify client feedback and implement the closed loop process which our clients appreciate.

What do you dislike?

I feel like the website is cumbersome and not streamlined.

What business problems are you solving with the product? What benefits have you realized?

Client feedback. Great client feedback method.

NICE Satmetrix review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Review Source

"Implemented this company wide and using this extensively"

What do you like best?

Not only does the NPS program provide a valuable leading indicator for client loyalty, it also fuels our client centric culture. As the company rolls out new data centers, it is incorporating a wide range of customer suggestions for improving the customer experience.

What do you dislike?

Nothing really. The only item I may suggest is to have real-time analytics included for the next versions

What business problems are you solving with the product? What benefits have you realized?

As part of the client experience process, RagingWire performs two types of surveys on an ongoing basis: relationship surveys and transactional surveys. The team sends out relationship surveys to select decision makers at client companies quarterly, with individual companies surveyed twice a year.

NICE Satmetrix review by Administrator in Telecommunications
Administrator in Telecommunications
Validated Reviewer
Review Source

"Easy and efficient "

What do you like best?

Reports and dashboards are easy to access and interpret ,making it easy for everyone to have insightful information for decision making

What do you dislike?

getting to learn how to use it may take sometime

Recommendations to others considering the product

Its one of the best tools i have worked with to measure customer experience .

What business problems are you solving with the product? What benefits have you realized?

customer feedback on experience with our products and services. Benefit has been instant feedback that is easy to interpret and make decision

NICE Satmetrix review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Satmetrix has helped improve our customer experience program and internal accountability."

What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product

Highly recommend it!

What business problems are you solving with the product? What benefits have you realized?

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

NICE Satmetrix review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Good Experience so far"

What do you like best?

The product implementation went smoothly and Satmetrix offers good support.

What do you dislike?

In my opinion the user interface could be improved to be more user-friendly.

What business problems are you solving with the product? What benefits have you realized?

We became a customer of Satmetrix so we can measure the NPS of our customer base. It's been beneficial for us to get a feel for what our customers think of us, so we know how to improve.

NICE Satmetrix review by khuzaima e.
khuzaima e.
Validated Reviewer
Verified Current User
Review Source

"experiance"

What do you like best?

They know there product well, understand our problem and business process

What do you dislike?

Offshore resources have problem to communicate due to voice over ip.

Recommendations to others considering the product

too early to say

What business problems are you solving with the product? What benefits have you realized?

We very looking for a partner to help with marketing

NICE Satmetrix review by Executive Sponsor in Information Technology and Services
Executive Sponsor in Information Technology and Services
Validated Reviewer
Review Source

"Director"

What do you like best?

Satmetrix has great people, who are responsive to my needs

What do you dislike?

I can't say that I have had any problems with Satmetrix

What business problems are you solving with the product? What benefits have you realized?

Customer Experience Management

Kate from G2 Crowd

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