About Us

Our Methodology

Simple yet comprehensive in approach, the methodology applied by Satrix Solutions ensures your company attains maximum value from its customer feedback efforts.

We begin each engagement by becoming familiar with your company’s business, challenges and existing processes. That knowledge is essential to determining the right combination of customer feedback programs for your organization. Flawless execution is the focus as we embark on designing and launching each program, utilizing best practices and avoiding common pitfalls. Satrix Solutions then leverages the wide ranging experience of its staff to analyze and interpret your customer feedback data, without bias. We deliver detailed customer metrics and vital trends that are both informative and actionable. We also provide a customer SWOT analysis, highlighting strengths, weaknesses, opportunities and threats based on customer opinions.

The added visibility into customer perceptions and attitudes enables your business leaders to make more informed decisions and prioritize improvement efforts. This includes actions likely to result in immediate return as well as those that will help your company attain service excellence over the long term.

Throughout the process, Satrix Solutions work with your company’s executives to define and track appropriate metrics to assess the impact of your customer feedback efforts. This includes establishing a baseline, measuring improvements and, when possible, benchmarking against your peers.

The Value Proposition

There is a strong link between customer loyalty and a company’s growth rate.

Research Shows:

The cost of servicing and selling to existing customers is significantly lower than acquiring new ones
A small improvement in customer retention can result in dramatic profit increases
Loyal customers are much more likely to buy additional products and services and are more profitable
The cost of sales on referral business, largely generated by customer advocates, is substantially lower than traditional customer acquisition costs

Why Work With Us?

Significant return on investment:
Customer feedback programs developed by Satrix Solutions are proven to result in significant return, both in customer and financial metrics. The extensive feedback gathered will help inform critical business decisions and generate considerable goodwill when your customers recognize their voices are being heard and improvements are being made. The increase in confidence and trust that follows will generate stronger relationships, better customer retention, improved up-selling of additional products and services, higher sales close rates and increased profitability.

Extensive experience:
For more than 15 years, Evan Klein, Satrix Solutions’ founder and President, has been responsible for customer acquisition, retention and profitability in several highly customer-centric organizations. He has designed numerous customer feedback programs and managed extensive improvement efforts while running teams of customer service professionals. Evan’s experience with all phases in the life cycle of these programs, including design, construction, execution and analysis, ensures your company will benefit from Satrix Solutions’ ability to employ best practices, avoid common pitfalls and use the feedback to drive change.

Third-party involvement:
Satrix Solutions serves as an independent, third-party to collect and analyze customer feedback. The anonymity offered when using a third party ensures more candid and constructive feedback. Satrix Solutions is also impartial and thereby able to evaluate the feedback without bias. Finally, outsourcing client satisfaction measurement to a respected third-party agent ensures the data and its interpretation will be viewed as objective and reliable, in accordance with survey research code of standards.