Satmetrix, co-developer of the Net Promoter methodology, is the leading provider of cloud-based customer experience software for companies worldwide. They deliver the people, processes, and technology you need to recover at-risk customers before they churn, mobilise loyal Promoters, generate more powerful insights, and drive customer obsession through accountability. For nearly 15 years they have focused on helping companies build profitable, sustainable growth through more loyal customer relationships. They’d love to do the same for you.
By taking action on the core things that were impacting the customer experience we were
able to maintain our premium position. We expect that we will see increased growth as a
result of the efforts we have made.
Looking only at transactional scores is like looking at your business with one eye closed, you don’t get the full perspective or depth you need to really understand your business from the customer point of view.
The customer feedback results from the NPS effort made the organization pay attention.
Net Promoter enabled us to raise the urgency of our product issues and allowed us to
remove dis-satisfiers in our product. I would absolutely use it at this company and any
other company as a key performance metric.
With Satmetrix, we’ve developed a Voice of the Customer program that is ingrained in all aspects of our customer culture – from day-to-day client communications, to product innovation and development. Everything we do centers around the customer.
CEO, North AnericaVERIFIED REVIEWVERIFIED CURRENT USER
With Satmetrix Cloud-based software, we’re able to build out a picture of the different elements of our business that combine to create the whole customerexperience. We break the score down by geographic location (U.S., Canada and Europe); by distribution center, to measure product print quality; and by the type of software used on our website to create the books. This way, we can see how each of these aspects play into our overall Net Promoter Score.
We are now tracking customer service more closely than we ever have in the past. NPS has encouraged each store to focus on its customer- centric culture, by posting our scores on digital boards, providing on-going coaching and training, and rewarding employees who are delivering an unmatched customer experience.
At Busey, we align ourselves with reputable vendors who understand our core values and the way we do business. We strive for true partnership – exactly what Satmetrix offers us. From the very first discussion, we’ve felt completely supported and valued.
Satmetrix has helped us develop a customer-centric culture that is delivering a significant return on investment in terms of our market share and overall business performance. It has helped us put customer feedback at the heart of our improvement processes so that we are more able to exceed expectations.
When the Mobilize Promoters feature was first introduced to me, I really saw the game changing ability that it had for our franchisees. Our company took the Satmetrix NPS program and created an internal program called HouseMaster CARES, an acronym for Customer Acquisition & Referral Evaluation System. In six months, we’ve implemented several, innovative-to-the- category efforts which are showcasing customer satisfaction, growing business loyalty and ultimately driving revenue growth.
A top customer experience management (CEM) program goes beyond creating an excellent customer experience. We use the data strategically – to inform investments in our business that will drive continuous improvement in our customer experience. Equally important, we follow up with customers when they take the time to let us know there are opportunities for improvement. The goodwill that closing the loop creates goes a long way tocementing customer loyalty.
Customer satisfaction has been part of RagingWire’s company DNA since we started back in 2001. Transitioning to the NPS system in 2012 offered an established framework and system to measure customer loyalty, a more sensitive indicator of a customer’s experience. The NPS operating modelgives us the opportunity to benchmark our data, manage ongoing customer engagement programs, and compare our progress to those of our competitors, all while informing overall business decisions with a metric that carries weight at the Board level.
We acquired 20,000 new small business customers, and we needed a way to ensure we were delivering consistent, world-class customer service to all of them. No small feat. With Satmetrix, we’ve not only created an exceptional client experience, we’ve seen our revenue grow because of it.
We monitor all 14 testimonials to prevent fraudulent testimonials and keep all our testimonials quality high. We only post testimonials verified by the vendor. Verified testimonials require that customer is an actual user of the product.