Satmetrix Releases Enterprise Version 11 to Streamline Collection of Customer Loyalty Data

“As enterprises increasingly rely on customer feedback to spur innovation and change, trustworthy and timely customer data is critical,” said Varughese George, Chief Technology Officer for Satmetrix Systems. “If a customer has been over-surveyed or there is a disconnect between feedback mechanisms, data can become compromised. But more importantly, the ultimate goal of enhancing a customer’s experience is also affected.”

Satmetrix Enterprise Version 11 streamlines the collection of customer loyalty data by offering two new capabilities:

• Enterprise Contact and Sample Management — Multiple customer feedback programs and decentralized contact data sources are the reality today, particularly for large and complex organizations. This can inadvertently lead to over-surveying the same customers, known as survey fatigue. Version 11 includes enterprise contact and sample management features to monitor contacts across all survey systems, regardless of vendor, so quality and frequency of customer interactions are coordinated to ensure trustworthy data collection. Using this new capability, all contact lists are vetted against the Satmetrix™ Global Touch History database to ensure that enterprise-wide rules and sample selection criteria are satisfied before customers are contacted. For example, Satmetrix users are able to ensure that role-based touch rules such as “feedback from executives is not solicited more than once very 6 months” are enforced across the enterprise’s customer feedback management projects.

“We believe this is a much-needed capability that no other vendor is providing and will ensure our customers have optimal control over survey frequency and reach,” said Varughese George.

• Support for Interactive Voice Recognition (IVR) — Satmetrix Enterprise Version 11 has also been enhanced to support telephone feedback using Interactive Voice Recognition (IVR) technology, offering another vehicle for capturing customer feedback. For example, if a customer is interacting with a company’s call center over the phone, the customer will now be able to provide feedback immediately using IVR instead of being contacted later via email or by phone. The Satmetrix IVR solution provides a high-value and low-cost alternative to live interview-based data collection.

To enable IVR solutions for its customers, Satmetrix is working with partner Voxeo Corporation, a premier provider of premise and hosted VoIP and IVR systems.

“We are pleased to be partnering with Satmetrix to further extend their leading platform for customer loyalty,” said Jonathan Taylor, President and CEO for Voxeo Corporation. “Adding seamless support for IVR through the use of Voxeo technology will help Satmetrix users reduce cost per interaction, and it is the natural way to get real-time feedback from customers that are already conducting a phone-based transaction.”

In addition, Satmetrix Enterprise Version 11 includes numerous enhancements for Satmetrix customers including user interface and performance improvements, security upgrades maintaining best-of-class protection for customer data, and a new customer resources portal for access to educational materials and best practices documentation. Version 11 is currently available and is delivered as software-as-a-service (SaaS).