Satrix Solutions Reviews & Product Details

OC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

Bi-annual NPS/Product/CSAT surveys Review collected by and hosted on G2.com.

What do you like best?

The level of detail in the reporting and the years of experience and best practices brought to the table. From crafting the question set to analyzing the results, their team is able to provide valuable suggestions to make sure we get the most out of our investment. Review collected by and hosted on G2.com.

What do you dislike?

The only thing we didn't like was the initial look and feel of the survey do to the extreme cautious nature of our customers. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

When undertaking a new project like NPS and VOC, it is imperative to consult with experts. Satrix brings years of experience to the table and present themselves as a partner, not just a vendor. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

We needed a way to capture critical feedback from our customers and identify churn risk. After our initial survey we decided to take a more product heavy approach and less of a customer success. We are excited to see how this changes not only our NPS score, but the intelligence to help guide our product team. Review collected by and hosted on G2.com.

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Satrix Solutions Overview

What is Satrix Solutions?

Satrix Solutions is a customer experience and employee engagement consulting firm. On behalf of our clients, we solicit and analyze feedback from four critical constituents – existing customers, prospective customers, former customers, and employees. Customized partnerships are executed by our expert practitioners and are underwritten by trustworthy data, robust reporting, and objective recommendations that guide continuous improvement. Our deep analytical capabilities and dedication to service excellence means clients experience greater cultural adoption along with increased satisfaction, retention, expansion, and referrals. These powerful outcomes drive profitable revenue, which lead to higher valuations in the public and private markets. Whether you are looking to improve customer service delivery, enhance sales effectiveness or evaluate your marketing strategy and competitive positioning, you need an experienced partner to develop your customer and employee satisfaction programs. We can assist your organization with the following services: - Net Promoter Score (NPS) Survey - Customer Satisfaction Survey - Customer Advisory Board - Sales Win Loss Analysis - Onboarding / Implementation Survey - Customer Defection Analysis - Customer Perception Audit - Employee Net Promoter Score - Employee Satisfaction Survey - Employee Engagement Survey - Employee Opinion Survey - Interdepartmental Survey - Custom B2B Research Programs

Satrix Solutions Details
Product Description

Satrix Solutions is a customer experience and employee engagement consultancy dedicated to revealing actionable insights that boost loyalty, retention, and growth.

How do you position yourself against your competitors?

We’re supported by a team of passionate and service-centric experts dedicated to helping you leverage customer and employee feedback to transform the customer experience, build a customer-focused culture, and differentiate from the competition.

Whether you engage us for Voice of the Customer, Voice of the Employee, or both, we ensure your customized program is flawlessly executed, the proper methodology is applied, successful governance practices are established, and a clear, easy to digest roadmap for improvement is delivered. This empowers your team with reliable data and insights they can trust to guide decision making.


Seller Details
Seller
Satrix Solutions
Year Founded
2008
HQ Location
Scottsdale, AZ
Twitter
@SatrixSolutions
207 Twitter followers
LinkedIn® Page
www.linkedin.com
11 employees on LinkedIn®
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Satrix Solutions Reviews

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Vice President
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

We partnered with Satrix to help boost our program and bring it to the next level. The partnership began with building a foundation for a Client Advisory Board that quickly evolved to building a very robust Client Satisfaction program impacting thousands of clients with meaningful feedback that we could take action on. We have also partnered with them on other strategic engagements where they consulted with our business on other customer initiatives. Review collected by and hosted on G2.com.

What do you like best?

They adapt and take the time to understand your business and the goals your are trying to accomplish. They are not a "fit in the box' type of partner, they will build a customized solution based on your needs and execute. Review collected by and hosted on G2.com.

What do you dislike?

My concern early on was if Satrix would be able to support our aggressive needs and that was quickly satisfied when I realized how professional their colleagues are and their knowledge made an instant impact. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

You will not be disappointed. The team at Satrix was very responsive and would push back when the direction we positioned where they had another recommendation. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

For us it was about getting a better way to capture and take action based on the voice of the customer. Satrix presented a very intuitive solution that we were able to build on and ultimately increase our response rate. They also partnered with us and helped design a closed loop process so we could take meaningful action and customers saw this happening. Review collected by and hosted on G2.com.

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VP, Marketing
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

Satrix has assisted Parchment with three different programs: Employee NPS, Customer NPS and Win/Loss Analysis. Review collected by and hosted on G2.com.

What do you like best?

From start to finish, Satrix is very involved in every step of the program. Every Satrix representative that we've engaged with is competent and extremely responsive. Attention to detail is applied to each of our programs which produces highly effective, actionable results for our organization. Review collected by and hosted on G2.com.

What do you dislike?

I really have no complaints. Satrix strives for continuous improvement and often identifies areas of opportunity before we do. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

Parchment seeks to have greater visibility into causation of member and employee sentiment. In analyzing the results of interviews and surveys, we are able to internally create a culture aimed at continuous improvement. The program structure also enables us to have a common language and benchmarks to gauge our performance. Review collected by and hosted on G2.com.

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Sr. Vice President of Operations
Internet
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

Satrix helped my company assemble a survey to help us understand what customers were expecting when they bought our software and the degree to which it satisfied their expectations. Review collected by and hosted on G2.com.

What do you like best?

Satrix has been an easy, professional, and insightful partner. It was a pleasure working to assemble a survey, they handled our customers professionally, and they were helpful in evaluating the results. Review collected by and hosted on G2.com.

What do you dislike?

We haven't identified any downsides or weaknesses thus far in our work with Satrix Solutions. We are in an ongoing relationship and still expanding the services we buy from them. They are currently helping us with interviews of our prospects about our sales process and with new customers to understand their perspective of our onboarding services. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

Don't fall into the trap of just using Satrix Solutions to execute a program of your own design - the more open you are about your objectives, the better that they can help shape their services to achieve that objective. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

We've been able to establish the degree to which customers, on average, benefit from our product and are using this in both our Sales and our Marketing efforts. Review collected by and hosted on G2.com.

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Vice President, Customer Success
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

I've worked with Satrix Solutions over the past 8+ years on a number of Voice of the Customer programs, including CABs, customer experience surveys and initiatives focused on customer centricity in our culture, values and behaviors. Review collected by and hosted on G2.com.

What do you like best?

Satrix becomes an extension of your team, providing amazing value in the partnership by recommending strategies and tactics that go well beyond the scope of the work they do with you. Review collected by and hosted on G2.com.

What do you dislike?

There is nothing to dislike about Satrix, they are a true partner, responsive and adapting to your needs. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

Satrix will become a true partner and an extension of your team, embedded with your language, understanding your challenges and opportunities, and working alongside you to improve your customer experience and your business. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

We partner with Satrix to deliver meaningful, actionable insights to improve our product, processes, and customer interaction model. Review collected by and hosted on G2.com.

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(Former) VP Customer Success
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

Satrix helped us do NPS right. Great guidance all the way. We provided the data, they executed the survey, tabulated and analysed the results and presented them to our exec team for action. Review collected by and hosted on G2.com.

What do you like best?

Friendly, efficient, knowledgeable, professional, caring, fun. What more could you want in a service provider Review collected by and hosted on G2.com.

What do you dislike?

Nothing I can think of. Satrix really knows their stuff and how to tailor their service delivery to the needs of our particular organization. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

Jump in with both feet, they won't let you down Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

Doing NPS right. Getting results and analysis that we can action with confidence and drive up customer satisfaction efficiently. Satrix provided strategic input that we used to positively impact Promoters, Passives and Detractors. Review collected by and hosted on G2.com.

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Director of Client Relations
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

Satrix ran NPS programs at POP and Substantial Review collected by and hosted on G2.com.

What do you like best?

As an executive, Satrix gave me the customer data I needed to maker better decisions. Review collected by and hosted on G2.com.

What do you dislike?

Zip, Zilch, Nada. I know this isn't very helpful, but there is nothing that comes to mind. I've truly loved working with Satrix ands wouldn't change a thing. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

There is no one else I would turn to for this kind of work. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

Satrix helped me identify my most loyal customers and solidify my biggest value to those customers. Review collected by and hosted on G2.com.

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EF
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

We have engaged Satrix for the past 10 years to help us enhance our client experience. Review collected by and hosted on G2.com.

What do you like best?

Client service, analysis, and reporting. Review collected by and hosted on G2.com.

What do you dislike?

We haven't been able to integrate results/data into our own CMS. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

Great team and experience. The ability to measure progress over time is invaluable and affords us the ability to identify risk early and mitigate it. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

We engage them to monitor our clients experience with both our online platform and analyst-based service. In addition to providing NPS scores for both, we're able to take a deeper dive into satisfaction levels by feature or quality of service. Review collected by and hosted on G2.com.

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Resolution SWAT Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

CX and exit Interviews Review collected by and hosted on G2.com.

What do you like best?

They consistently provided valuable experience and insights Review collected by and hosted on G2.com.

What do you dislike?

No complaints. They are always extremely sensitive to her needs and responsive that all time Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

Seasoned professional that will never let you down Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

Client surveys Review collected by and hosted on G2.com.

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MC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

Product Advisory Council

Post-implementation survey

Client experience survey Review collected by and hosted on G2.com.

What do you like best?

The lever of partnership and thought leadership is second to none. Review collected by and hosted on G2.com.

What do you dislike?

Nothing! I wish more companies used Satrix to truly understand their client needs & feedback. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

Make this a company wide effort, not just a client services priority. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

We are looking to measure our client experience at critical points & gather client input in order to continue build a client centric culture. Review collected by and hosted on G2.com.

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