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What is Satmetrix?

Industry Specialties: Serves all industries

Satmetrix is an online platform that helps organizations gather feedback and analyze customer interactions for optimized engagement. Omnichannel support allows users to capture customer journeys across several touchpoints.

Text and speech analytics enable agents to take preemptive actions against negative sentiments. Other capabilities include closed-loop action, journey mapping and Net Promoter Score (NPS).
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#99

Satmetrix is ranked #99 in the Customer Experience Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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Satmetrix Pricing

Based on our most recent analysis, Satmetrix pricing starts at $300 (Monthly).

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Starting From
$300
Pricing Model
Monthly
Free Trial
No

Training Resources

Satmetrix is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Satmetrix:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Satmetrix Benefits and Insights

Why use Satmetrix?

Key differentiators & advantages of Satmetrix

  • Reduce Customer Churn: Rectify product, process and behavioral issues using AI-based analytical modules. Identify negative sentiments, blind spots and churn risks. 
  • Measure Customer Satisfaction: Optimize data gathering through real-time, personalized, contextual and conversational surveys. 
  • Improve CX Strategies: Determine if customer decisions align with an organization’s financial objectives through customer experience impact assessment (CXIA). Provides custom consulting for KPI target setting and ROI analysis. 
  • Optimize Business Processes: Streamline product, marketing and sales tasks by accessing the feedback repository. Gather structured and unstructured customer insights through omnichannel feedback collection forms. 
  • Avoid Expensive Repeat Calls: Agents and service teams can preemptively close the loop using role-based dashboards. 

Industry Expertise

Suitable for several industries like healthcare, telecommunications, manufacturing, public health and more.

Synopsis of User Ratings and Reviews

Based on an aggregate of Satmetrix reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

  • Actionable Insights: Users praise Satmetrix for delivering clear, actionable insights from customer feedback, enabling them to pinpoint areas for improvement and enhance customer satisfaction.
  • User-Friendly Interface: Satmetrix is lauded for its intuitive and easy-to-navigate interface, making it simple for users to collect, analyze, and act on customer feedback without extensive training.
  • Robust Reporting: Users appreciate the comprehensive reporting capabilities of Satmetrix, allowing them to generate visually appealing and informative reports to share with stakeholders and track progress over time.

Cons

  • Difficult to Use: Some users find the platform difficult to navigate and use, particularly when it comes to reporting and analytics. They desire a more user-friendly interface.
  • Limited Customization: Users express frustration with the limited customization options available for surveys and reports. They want more flexibility to tailor the platform to their specific needs.
  • Integration Challenges: Integrating Satmetrix with other business systems can be challenging, leading to data silos and workflow inefficiencies. Users seek smoother integrations with commonly used CRM and marketing automation platforms.

Researcher's Summary:

User reviews from the last year paint a mixed picture. While Satmetrix is generally praised for its ease of use and comprehensive features, some users have expressed concerns about its cost and occasional difficulty to use.

Users often highlight Satmetrix's strength in collecting and analyzing customer feedback, particularly its survey tool and reporting capabilities. They appreciate the platform's ability to provide a holistic view of the customer journey, enabling them to identify pain points and areas for improvement. However, some users find the platform's pricing to be a significant barrier, especially for smaller businesses. Additionally, while many users find Satmetrix easy to use, some have reported a steep learning curve for certain features.

Satmetrix differentiates itself through its robust scoring tool, which allows businesses to track their progress in improving customer experience. This feature is particularly valuable for businesses that are serious about measuring and improving customer satisfaction. Overall, Satmetrix seems best suited for medium to large businesses that prioritize customer experience and have the budget to invest in a comprehensive solution. Smaller businesses or those with limited resources might find the platform's cost prohibitive. It's important to note that Satmetrix was acquired by NICE Systems in 2017, so it's essential to check for the most up-to-date information on the product and its availability.

Key Features

  • Omnichannel: Streamline data collection across multiple customer touchpoints and channels. 
    • Direct Feedback: Send surveys via email, IVR, in-app, website and comment cards. 
    • Indirect Feedback: Gather insights from service call recordings, agent notes, social media, chat transcripts and emails. 
    • Operational Feedback: Collect data through contact centers and customer profiles. 
  • Customer Journey Maps: Gain macro and micro-level insights into a customer’s journey. Identify trends, potential bottlenecks and pain points with heatmaps and other visualization tools.  
  • Analytics: Understand customer sentiment, recover at-risk clients and optimize agent performance with text and speech analytics. 
    •  Mine textual and audio-based interactions in multiple languages via Neural Phonetic Speech Analytics. 
    •  Automatically categorize text and display topics by duration, volume and emotions on dashboards. 
  • Action Management: Agents can resolve customer issues before they escalate through automated, role-specific actions. Receive real-time alerts based on predetermined triggers like ratings, words or actions. 
  • Feedback Management: Meet customers at their preferred mode of communication. Unify feedback received from multiple channels and touchpoints. Store customer interactions in the contact center. 
  • Net Promoter Score (NPS): Measure customer satisfaction and loyalty. Compare performance by accessing competitors’ key KPIs. Use intuitive filters and reports to review an industry’s or certain organizations’ NPS performance. 

Suite Support

The vendor provides 24x5 application support, 24x7 emergency support and software updates. Users can suggest product ideas and post Q&As.

mail_outlineEmail: Log in to the support portal for email support.
phonePhone: Not specified.
schoolTraining: Provides a searchable knowledge base. Design and strategy workshops cover customer journey mapping, program assessment, governance design and more. Customer success managers assist with configuration.
local_offerTickets: Submit and monitor service requests by logging in to the support portal.
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