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.