ACI selected Satrix Solutions to replace a CX provider we had worked with for several years based on the strength of their client references, the CX expertise they were able to impart during the sales process and the effort they put forth to win our business.
As we have just completed our first survey and analysis together, I can say that Satrix is a true partner that goes the extra mile to support ACI. Whether it is creating additional dashboards, sharing information on how to frame our internal program, or modifying presentation slides to meet our needs, Evan, Tami and Dan get it done! As the president, Evan takes a very “hands-on” approach and is so responsive. We got to work with him directly on our project daily. He also presented results to our executive leadership team, reinforcing why we selected Satrix.
We have truly enjoyed working with Satrix, so much so that we have expanded our survey from once a year to twice a year with them, as well as hired them to field our Win-Loss program.
Joy AbramovitzBrand and Creative Manager at ACI Worldwide
Their team offered consistent. comprehensive support. Our project took 11 weeks soup to nuts. They showed up with solution-oriented energy every week, keeping our team and their team accountable to moving the project forward. We hit every milestone for this project, and ultimately delivered robust results that resonated strongly with internal stakeholders.
They even flexed when we decided to add a qualitative component to the project at the 11th hour, and they moderated the interviews expertly, especially considering the new stakeholder group. They have the perfect mix of personalities to and skillsets to accomplish any project. Genuinely I cannot wait to work with them again.
They are easy to do business with, they are highly supportive, and have a ton of expertise.
Dakota FogSenior Marketing Manager at GT Medical Technologies
We are trying to understand our customer's sentiment towards our company and our services. Satrix has been an invaluable partner in guiding us through the process and ensuring we create an effective customer survey.
They are easy to do business with, they are highly supportive, and have a ton of expertise.
Kevin WilhelmCo-Founder At POD Marketing Inc.
The data provided from this, while not necessarily transformative in a single year's time, is invaluable for gauging our success over time.
Satrix has been very helpful in understanding how our clients perceive our solutions and I look forward to working on the future surveys to come.
Jed DeanHead of Client Engagement, EMEA | Lending Solutions At S&P Global Market Intelligence
The Satrix Surveys, and the team who are behind them, make the insights and process incredibly transparent. The insights are useful and actionable for any organization looking to materially improve their operations and customer experience.
Michael HussainExecutive Director - Head of Americas Software Solutions Client Management At S&P Global Market Intelligence
Evan Klein and the entire Satrix Solutions team guided and assisted us with developing, executing, analyzing, and then presenting the results of our NPS survey to our executive leadership team. The entire Satrix Solutions team that assisted us were experts in conducting this type of survey. They were highly responsive to our questions, requests for help, and any other needs we had.
Additionally, for the past two years Satrix Solutions executed our annual NPS survey on time and on budget, which is not necessarily the case with other providers. Lastly, when the survey was completed, the Satrix Solutions team developed a comprehensive analysis of the results, including developing extensive presentation materials for us to use internally. Evan Klein then assisted in presenting the results to our Sr. leadership team.
I have worked with countless service providers and consultants on projects. Satrix Solutions is one of the best I have ever worked with. I would highly recommend Satrix Solutions to any organization looking to use an independent, expert firm to conduct their NPS surveys.
Rick KantorSVP of Customer Success at MeridianLink
Tanya JenkeDirector of Customer Success at CorityUsing a trusted 3rd party to get honest customer feedback was key for us. The people conducting the interviews are very experienced and professional and have been able to uncover critical drivers for churn. Both the reporting and analytics have been very detailed and thorough, and insights gleaned through the program have helped our organization target and address frustrations customers were experiencing and reduced the risk of future churn. Satrix really engages with us as a partner to ensure we are obtaining all the we require from our Churn Program.
Our organization was looking for more insights into customer churn. We already had a strong partnership with Satrix for our Win-Loss analysis; expanding to Churn was logical.
You will never find a consulting firm more deeply committed to ensuring your customer experience program will generate a positive return on investment.
They are experts at diving deep into customer sentiment and extracting trends which give us the necessary clarity into the perceptions and behaviors of our customers. More importantly, they provide thoughtful recommendations for actioning their findings.
Debra SquyresChief Customer Officer at HackerRank
Evan and the team at Satrix are second to none. I worked with them to develop a Strategic Advisory Board that helped bring key insights into an internally focused organization. Their professionalism, knowledge, and detail-oriented focus helped deliver a program that built relationships with “C” suite level members that not only provided feedback on key strategic topics but also delivered additional revenue opportunities.
Jennifer SchmitzDirector of Enterprise Marketing at Kaplan Professional
If you are looking for a true partner in building world-class voice of the customer programs, look no further than Evan and his team at Satrix.
Satrix Solutions' expert guidance and recommendations for our Client Advisory Board gave us great confidence the program would be a success. With their help and advice on Board composition, meeting structure, and discussion topics, our CAB has resulted in valuable and actionable insight for our company. Our CAB members have also been delighted with the events, as well as with the realization that their feedback has resulted in specific action.
Janet KluczynskiSr. Manager, Client Communications at TriNet
Evan and his team are always available and quick to respond to requests. They're also highly adept at anticipating our needs and offering best practice suggestions.
I highly recommend Satrix Solutions to any company seeking to initiate or enhance their client feedback programs.
Partnering with the Satrix team has been a great experience for Beamery! You are an amazing, strategic, and helpful partner. The insights Satrix has delivered have been important to our planning.
Jen KlimasDirector, Delivery Excellence at Beamery
We recently engaged Evan and the Satrix Solutions team to help us launch a Relationship NPS program at Shiftboard. Satrix managed the survey and reminder communication process effectively, ensured we collected a statistically significant set of survey responses, and delivered effective analysis and insights from the results to help drive our organization to respond effectively to the voice of the customer.
The value-adds that Satrix provided us throughout this process is what really set them apart from others. They identified the key success criteria we needed in advance, and were proactive in driving us to improve our segmentation data and processes to maximize our value from an NPS program.
The team is knowledgeable, easy to work with, responsive, and always had ideas on how to address constraints or issues that surfaced. The coaching and process insights that Satrix provided us were as valuable as the direct survey work itself.
I would recommend the Satrix team to any organization looking to launch such an NPS program initiative.
Peter DraperVice President, Customer Success at Shiftboard
As a head of sales, I find it critically important to understand why customers buy from you, and why they don’t. Sometimes, your sales team can get candid feedback from customers – but most of the time, they get information that is incomplete. For example, when a customer chooses a different provider, that customer will usually try to soften the feedback by saying “Oh, their price was better” … as opposed to “Well, your approach was off-putting for these specific reasons”. You miss the “real real” feedback because of human nature – they don’t want to share the full truth.
Having the right partner, an impartial third party, can transform these critical interviews from “nice chats” to really valuable learning lessons. I have worked with several providers over the years, and Satrix Solutions is hands down the best I’ve ever worked with. They were tireless in getting both “Wins” and “Losses” on the phone, and the quality and depth of information they extracted was incredibly helpful and illuminating.
The team at Satrix really opened our eyes in several ways. They allowed us to see ourselves through our customers’ and prospects’ eyes, which led directly to our changing our approach in competitive selling situations, and immediately improving our win rate. I consider Satrix an invaluable partner and have added them as an on-going annual line item in my budget.
Shep MaherEVP, Global Sales at BetterworksIf you are a GTM leader, Satrix has my unconditional endorsement.
The personal approach of one-to-one conversations Satrix Solutions has with our valued customers aligns well with the high level of service they are accustomed to receiving. We rely on customer feedback to help design and refine our solutions. The insights we receive from Satrix are an important ingredient in ensuring we continue to provide an industry leading offering and service experience.
Lissa AndrewsGlobal Marketing Director at WEXSatrix Solutions has been a valued partner for WEX. The expertise they lend to our Voice of the Customer program has been essential as we continue to reinforce our customer experience focus and recognize the benefits of doing so.
Cority has benefited greatly from our ongoing partnership with Satrix Solutions. Our Sales Win Loss program has uncovered valuable insights that have been vital in helping us enhance our sales process, fine-tune our messaging, and respond quickly and effectively to changes in the competitive landscape.
Pamala BobbittVice President Product Marketing at Cority
Satrix Solutions’ expertise helped us to ensure flawless execution of our Net Promoter and Customer Advisory Board programs. Their partnership has been a vital ingredient in SoundThinking, formerly ShotSpotter’s goal of delivering a service experience that delights our customers and consistently delivers on our brand promise.
Ralph ClarkPresident & CEO at SoundThinking, formerly ShotSpotter
Satrix Solutions is an expert at translating customer insights into improvement opportunities. More importantly, their Voice of the Customer programs are tailored to each client’s specific goals to ensure maximum impact across the organization.
For Command Alkon, one element of the engagement that stands out is their deep knowledge around closed-loop best practices. Satrix Solutions developed a comprehensive plan and trained our staff to expertly conduct and document the closed-loop conversations with our customers.
Leo MartheDirector of Customer Success at Command AlkonThe training equipped our employees with new techniques that allow them to adeptly recognize touchpoints, which are pivotal to the customer experience; and empower them to find innovative approaches to enrich the experience. Thanks to Satrix Solutions, we have significantly strengthened our relationships with customers.
Forging a partnership with Satrix Solutions has enabled us to measure how well we’re doing and create a customer-centric culture focused on both innovation and improvement.
With a structure and common language revolving around Net Promoter, our internal teams have been able to make significant improvements directly addressing our customers needs.
Heather ClevengerDirector of Marketing Programs at ParchmentThe Satrix team has expertly guided Parchment, delivering key insights, and in a manner that truly demonstrates customer-centricity. The partnership has been invaluable.
Thanks to our partnership with Satrix Solutions, we have gained profound insights into our customer base, had greater success expanding relationships, and built stronger cultural alignment around customer-centricity.
Sean O’DonovanVP Customer Success at Doxim
Our internal eNPS survey allowed the organization to be heard and allow for meaningful and personal feedback towards the effectiveness of our leaders in establishing loyalty with their employees. This approach allowed us to take a mirror to each leader and set the conditions for meaningful conversations and development.
Satrix’s professionalism, thoroughness, analytical skills and, most of all, their integrity allowed for the organization to provide honest, real feedback.
Michael YurchukVice President, Human Resources Field Operations at Schindler Elevator Corporation
Satrix Solutions has sharpened Parchment’s ability to absorb, respond, and react to employee sentiment. In transitioning our employee feedback survey from an in-house activity, we have experienced tangible improvements, especially in the area of analytics and reporting.
We also appreciate how Satrix Solutions keeps the conversation authentic by serving as the go-between between employees and management. This gives us greater confidence when making decisions that affect employee engagement and client satisfaction.
Matthew PittinskyPH.D. CEO at Parchment
Satrix Solutions has elevated our efforts to ensure relentless support remains one of IO’s key competitive differentiators. They deliver reliable metrics and insightful recommendations, which will help inform the actions required to continuously improve the customer experience.
Additionally, we have complex confidentiality requirements and Satrix Solutions is incredibly flexible and sensitive to our unique needs.
Jason FerraraVP, Marketing at IO
The value that Satrix Solutions brings to our organization goes well beyond the execution of the client satisfaction surveys and other client outreach programs that they manage. The Satrix team has developed a deep understanding of our business and the critical factors that impact our success with current clients and prospects.
This knowledge allows Satrix to provide insights and recommendations that we implement with our account management and sales teams throughout the year. Having Satrix as a partner has reinforced our organization’s commitment to customer service and has cultivated an NPS culture at all levels.
Chris TaylorEVP & Managing Director at Ipreo
The Satrix Solutions team displays a genuine interest in our success and pushes hard to ensure we are attaining maximum value from our client feedback programs. With their expert guidance, actionable insights and sound recommendations, we have significantly strengthened our client engagements since 2010.
Erin WestVP Client Services at POP
Satrix Solutions offers an invaluable service that allows you to truly understand how your clients feel about your company, staff and the services you provide. Clients should always be at the center of your organization, and Satrix Solutions puts them there.
Mike VaccaroChief Client Officer at Digitaria
Delivering exceptional service is expected at both Satrix Solutions and TriNet. We each deliver, but joining forces surpasses our best individual efforts. I thoroughly enjoy partnering with the Satrix Solutions’ team to advance our client-centric culture.
Rajean BosierClient Success Analyst at TriNet
Satrix Solutions provides valuable insights and recommendations, which enables us to delight our clients every day. A true partner, they help us understand how we are servicing our clients so we can resolve issues quickly and effectively.
Paul BorselliVP Marketing at Ethology
NPS is one of the most important metrics we track. Thanks to Satrix Solutions’ guidance and recommendations, our survey response rates jumped from the low 20s to the high 70s and our Net Promoter Score increased from +11 percent to +43 percent.
Rick ClancyCorporate Communications at Covario
Satrix Solutions is a true partner in every sense. The insights delivered has helped us gain a deep understanding of the loyalty drivers and uncover improvement opportunities in our client relationships. They have undoubtedly helped accelerate the growth we have experienced, thanks to more referrals and higher new business win rates.
Marc GreeneManaging Director at Ipreo
The Satrix Solutions team has truly gone above and beyond to help make the C Spire eNPS program a success. With fairly short notice, the team helped us efficiently make the decisions necessary to launch our benchmark measure in late 2013.
Although we’re just getting started, I believe we have set the foundation incorporating best practices based upon expert advice. I’m also very optimistic that the reporting tools Satrix has created for us will effectively enable the business owners in my organization to make the right decisions regarding how to improve engagement among their teams.
Jonathan is knowledgeable, easy to work with, very accessible and always has the answers and ideas my team needs to make this research work hard for us. I look forward to working with his team on additional projects and would recommend Evan and the Satrix team to any company looking to understand how to get actionable results from an NPS program.
Marcy WynneManager, Research & Insights at C Spire Wireless
DreamBox Learning hired Satrix Solutions in early 2013 to implement the Net Promoter System and Survey and build a more customer-centric culture. Evan partnered with our organization to ensure that we got the largest return for our investment with Satrix Solutions. His team helped us design the survey and customer outreach to ensure we captured statistically significant responses from our various buyer and user groups and the back-end operational data to allow us to dig deep within our data to understand what were common characteristics and behaviors of promoters and detractors.
Through our partnership with Satrix Solutions, DreamBox had an extremely high customer response rate, timely and actionable customer feedback on our product and service, new insight into customer satisfaction and loyalty, new data to feed into our product development plans and validation that our focus on client success and satisfaction were paying off.
I recommend Evan and Satrix Solutions highly to any company looking to cultivate a deeper understanding of customer needs, satisfaction and loyalty or looking to develop customer reference program.
Casey DavidsonDreamBox Learning
Resource Center
The Satrix Solutions Resource Library has an excellent collection of best practices, tips, and guidebooks on CX and EX strategy - all crafted to help your company get ahead in today's competitive market.
