NICE Satmetrix

(26)
4.3 out of 5 stars

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

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Showing 26 NICE Satmetrix reviews
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NICE Satmetrix review by <span>Carl L.</span>
Carl L.
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Verified Current User
Invitation from G2 Crowd
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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.

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NICE Satmetrix review by <span>Meenakshi B.</span>
Meenakshi B.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

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.

What Enterprise Feedback Management solution do you use?

Thanks for letting us know!
NICE Satmetrix review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Organic
Reviewed On

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 <span>Libby C.</span>
Libby C.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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 <span>Mark K.</span>
Mark K.
Validated Reviewer
Organic
Reviewed On

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 <span>Joyce M.</span>
Joyce M.
Validated Reviewer
Organic
Reviewed On

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.

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