Satmetrix Unveils New Customer Experience Management Software



Satmetrix has released Satmetrix NPX, the company’s next generation of Customer Experience Management (CEM) software. Satmetrix NPX helps companies measure and manage the customer experiences that drive the performance of their business. Successful customer experience programs take a data-driven, end-to-end view of their entire customer journey.

With NPX, Satmetrix is putting this customer-centric view at the center of its software through the introduction of a configurable customer graph. The customer graph provides organizations with a single, integrated view of the customer journey by mapping customer feedback directly to corresponding data. Satmetrix NPX looks at the entire customer journey, using high-volume, high-frequency customer data sets to drive better decision making and action at all levels of the organization.

Built as an easy-to-deploy cloud application, Satmetrix NPX lets companies get up and running quickly with self-service capabilities and a highly configurable platform that helps speed adoption throughout the company. With features like the pinning of personalized views, social sharing of analytics, and automated re-publishing to social media, NPX sets new expectations for CEM software in today's business environment.

Customer experience management professionals expect software built on CEM best practices from the company that created the Net Promoter Score (NPS) methodology and enabled its widespread adoption. NPX is the culmination of years' of experience working with companies around the world to build successful customer experience management programs. Satmetrix has translated that experience into software that includes industry-specific program templates, best practices in analytics, stunning data visualization, and a platform for triggering and managing follow-up actions across the business. Insights become sociable in NPX with powerful sharing features that get employees throughout the enterprise engaged.

Key features of Satmetrix NPX include:

  • Customer Graph: At the heart of Satmetrix NPX is the Customer Graph, which separates the signal from the noise in customer data sets by mapping customer touch points and multiple streams of survey data into a single view, letting businesses easily identify areas to prioritize for investment.
  • Social Sharing: Satmetrix NPX has been designed to encourage greater collaboration and engagement across organizations. With familiar social media style collaboration tools, users can share reports with individuals or teams and monitor real-time results. This empowers employees throughout the organization to make faster, better informed decisions.
  • Text analytics: Satmetrix NPX text analytics functionality is designed to understand customer comments. By creating a visual representation of the underlying unstructured data, users can click a button to view the comment themes over time, the sentiment of the comments, and a Frequent Words chart to understand emerging themes your customers are talking about that should be on your radar. It also allows NPX users to drill down and read specific comments for deeper insights.
  • Reporting: Satmetrix NPX was built with customer data in mind and provides a rich reporting environment to provide businesses the information they need to confidently make important customer-related decisions. Reporting is customizable with a wide variety of charts included in the application. All charts are easy to filter, segment and can be viewed in multiple ways to enable users to explore the data to identify key insights.
  • Bring your own data:In addition to native capabilities for surveys and text analytics, Satmetrix NPX provides an easy-to-use data import feature that allows companies to integrate structured and unstructured data from multiple sources into a single unified CEM platform. This includes support for popular survey formats like SurveyMonkey, and Qualtrics as well the data and tag import from text analytics tools like Clarabridge or Attensity.

"To deliver successful customer experience management, you need three things: robust software, quality data, and the expertise to make sense of it all," said Richard Owen, CEO, Satmetrix, in a statement. "Satmetrix NPX is a complete and intuitive technology solution that manages the customer experience process and delivers truly valuable and actionable insights to key stakeholders throughout your organization.”