Our Portfolio of Services

Customer Satisfaction Survey
The Satisfaction Survey is the primary tool used by customer-centric organizations to track key metrics and detailed feedback about overall customer satisfaction levels. The insight provided by the survey also serves to benchmark improvements, uncover up-sell opportunities and quickly identify potential red flags. Satrix Solutions will help ensure comprehensive and actionable feedback through a best practice approach to survey process, drafting, design and execution.  We will also provide extensive analysis of the data and recommend action steps to address recurring pain points.

Net Promoter Score (NPS)®
Work with Satrix Solutions to implement the Net Promoter Score®, a measure of customer loyalty now used by many respected companies throughout the world. NPS is a strong indicator of customer behavior, specifically repeat purchase and referral patterns. Satrix Solutions will implement Net Promoter by structuring a program to establish an NPS benchmark, communicate its importance to customers and employees and track changes over time.

Customer Advisory Board
The Customer Advisory Board is a formal program in which executives meet with a group of key customers to test ideas, gather competitive intelligence and obtain candid feedback about a company’s products, services and people. Satrix Solutions will design and manage a best-in-class Customer Advisory Board program and ensure your company receives maximum value for the investment.  Support includes objective setting, participant recruitment, executive coaching, agenda creation, presentation preparation and drafting of all client correspondence.  We will also oversee facilitation of each meeting and serve as an objective ear to identify action steps based on feedback.

Executive Sponsor Program
Designed to engage important clients at a more senior level, the aim of the Executive Sponsor Program is to cement relationships, increase loyalty and drive incremental revenue through regular dialogue with key customer executives. Satrix Solutions will design and execute a successful Executive Sponsor Program, including identification of executive and customer participants, alignment of executives with accounts and creation of a process to track interactions and share feedback with relevant staff.  

Customer Perception Audit
The goal of the Customer Perception Audit is to evaluate key aspects of your company’s marketing strategy, service delivery, positioning and competitive differentiation through unfiltered opinions collected from customers, partners and prospects.  Satrix Solutions will write a questionnaire based on your company’s objectives and conduct in-depth interviews with a broad sample set drawn from each group. We will then deliver a Board quality analysis of opinions on each topic, including strengths, opportunities for improvement, misperceptions and common frustrations.

Customer Reference Program
Many customer-centric organizations rely heavily on strong reference accounts to help drive sales, PR and Marketing efforts and even raise capital. Satrix Solutions will work with your company to design a successful Customer Reference Program, including a disciplined approach to identifying, managing and growing reference accounts. We will also validate existing customer references, evaluate and recommend customer reference software tools and help measure the financial impact of the program.

New Business Win / Loss Analysis
The New Business Win / Loss Analysis will help increase sales close rates by repeating successes and learning from mis-steps. Satrix Solutions will gather actionable insight by conducting in-depth interviews with key decision makers. We will present a comprehensive analysis of the decision drivers, competitive intelligence and recommended actions to improve preparation for pitches and differentiate your company’s message from competitors.

Customer Defection Analysis
The Customer Defection Analysis will help determine the reasons customers defect and the actions needed to maximize retention. Your company will better understand common pain points related to products, services, personnel or cost/value that lead to customer frustration. Satrix Solutions will conduct in-depth interviews with lost customers and provide an analysis of the decision drivers, along with recommended actions to avoid recurrence.