Satmetrix

Satmetrix stands as a foundational company in the field of customer experience management (CEM), primarily recognized for its role in co-developing the Net Promoter Score (NPS). Founded in 1997 as CustomerCast, Inc. by Andre O. Schwager and Roselie Buonauro, the company established its headquarters in San Mateo, California. Throughout its history, Satmetrix has focused on providing cloud-based software and consulting services to help businesses measure, manage, and ultimately improve customer loyalty and drive growth.

The company's business model is centered on its Software as a Service (SaaS) platform, which enables clients to implement comprehensive customer experience programs. This platform allows organizations to collect, integrate, and analyze customer feedback from various sources. Revenue is generated through subscriptions to its software and fees for its professional services, which include strategy, design, and analytics. Satmetrix serves a wide range of industries, from finance and telecommunications to retail, assisting companies in enhancing customer retention and maximizing lifetime value.

A significant milestone for Satmetrix was the co-creation of the Net Promoter Score alongside Bain & Company and Fred Reichheld. This metric, based on a single question about the likelihood to recommend a company, became a widely adopted standard for gauging customer loyalty. Building on this expertise, Satmetrix launched its next-generation CEM software, Satmetrix NPX. This platform provides a holistic view of the customer journey by mapping feedback to operational data, featuring tools like text analytics and role-specific dashboards. In July 2017, Satmetrix was acquired by NICE Ltd., a global enterprise software provider, and was integrated into NICE's portfolio to create a more comprehensive Voice of the Customer (VOC) solution.

Keywords: Satmetrix, Customer Experience Management, CEM, Net Promoter Score, NPS, customer feedback, customer loyalty, SaaS, NICE Satmetrix, Voice of the Customer, VOC, customer journey mapping, data analytics, customer retention, Richard Owen, Andre O. Schwager, Roselie Buonauro, Fred Reichheld, Bain & Company, customer satisfaction, NPX, text analytics, omnichannel feedback, survey software, customer insights