Satrix Solutions  
Quarterly Newsletter                                                     August 2013

Vol. 3, Issue 3        


Satrix Solutions Customer Feedback Programs



A critical time for many companies is rapidly approaching - budget planning season. September is a good time for your sales team to advance discussions with prospects, with the goal of carving out budget dollars for your products or services. As the flurry of late-year deals comes to fruition (hopefully in your favor), it is important to reflect on the performance of your sales team.


Is your company winning its share of deals? Why are some pitches not going your way? Was it really pricing related? Did a competitor's pitch resonate more? What can you learn that will increase your odds of winning in the future? Sales, like life, is about challenging yourself to be better. The Sales Win/Loss Analysis program we offer is helping clients recognize the real reasons behind a lost opportunity (not just what your team tells you), and evaluate ways to improve sales effectiveness.


Some of the intelligence we have captured has been truly eye opening for our clients. How else would an organization learn that the qualities of a competitors' sales person was the deciding factor or that culturally the organization just didn't "fit?" It's extremely rewarding to know that clients are leveraging our intelligence to get back on track and fine-tuning the sales process with great success.  


Contact us today to learn more about how this program helps support successful sales strategies.

NPSConfTips for Minimizing Survey Non-Responders        

How to convey to customers that you value their input. 

A customer's refusal to respond to customer satisfaction and Net Promoter Score� (NPS) surveys can baffle business leaders. After all, we do everything we can to ensure a remarkable customer experience only to see a (hopefully small) percentage of contacts not complete the survey. In a perfect world, 100 percent of our customers would respond to our surveys. Unfortunately, there will always be people who are unwilling to share their opinions for one reason or another. The key is to ascertain the real reasons why customers aren't voicing their views and take the appropriate action to encourage participation.


Oftentimes, the most telling response is no response. Whether justified or not, the people who do not provide feedback do so for a number of reasons. Some simply may be apathetic while others:   


-        Are unhappy with relationship.

-        Don't feel a vested interest.

-        Think no one is really listening.

-        Suffer from "survey fatigue."

-        Have seen no evidence of improvement.

-        Prefer to talk directly with leadership.  


Still, these common survey objections shouldn't be a deterrent in your feedback endeavors.


Continue reading...

Should You Publish Your Net Promoter Score?
The pros and cons of making your number public, part 1. 

The Net Promoter� System has been adopted by thousands of companies worldwide. One of the most frequently asked questions by businesses that have implemented Net Promoter is, "Should we publish our score?" There are several factors that need to be taken into account before a decision can be reached. In this article, we will cover the advantages and, in part 2, we will address the potential risks.

When a company contemplates disclosing its NPS score, there are essentially three distinct groups to consider:


1)    Company employees

2)    Interested parties, such as the Board of Directors, investors, etc.

3)    Everyone else


In our view, the answer regarding the first group is an emphatic "yes." For any Net Promoter program to be successful it requires that at the very least you share high-level details on the Net Promoter Score. This could include trending information, performance against goals, and the action plan to respond to customer feedback. Keeping team members up to date on customer performance trends is a great way to inspire and motivate employees to deliver better customer experiences. And, by seeing how their efforts are affecting customer satisfaction and retention, employees become more aware of their attitudes and behaviors, which reflects positively on the company's commitment to service excellence.


Satrix Solutions Update

The evolution of Satrix Solutions continues! Over the last six months, clients have expressed a strong interest in measuring employee satisfaction. We've been working hard behind the scenes to make this a reality as evidenced by the addition of employee satisfaction, training and engagement specialist, Jonathan Beretta, a few months back. Our portfolio of services now include Employee Satisfaction and Net Promoter Score� surveys and Employee Training & Engagement programs to help you obtain a clearer picture on organizational performance. Additionally, we've added Customer Journey Mapping to help you gain a comprehensive understanding of key customer touchpoints. If you are interested in learning more about these services, please contact me.


This past June, the team and I spent a half-day in a strategic planning session where we conducted a deep dive analysis into the programs and services we offer. The key takeaway was how the work that we do positively influences all areas of your business - from culture to operations to revenue to employees. Our goal is to help you create a culture centered around customer-centricity, where the actions taken and the decisions made are in accordance with the clients' best interest. We call this the CORE™ Impact:


Finally, as many of you are aware, we recently launched our own semi-annual Client Satisfaction Survey. The survey closed this past weekend and we have begun analyzing the results. We are extremely proud of the scores, which are reflective of the strong partnerships we've established with our clients. The input received will be quite valuable as we continue to raise the bar. Stay tuned, more information will be shared in the coming months.



Evan Klein
Founder & President
Satrix Solutions 

Direct: 480-773-6120

Cell: 623-229-1414 


�Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld


In This Issue
Tips for Minimizing Survey Non-Responders
Should You Publish Your Net Promoter Score®?
Satrix Solutions Update

Previous Articles 

Are You Fully Capitalizing On Your NPS� Promoters?

Six Valuable Insights for Improving Sales Close Rates

Don't Forget to Listen to Your Employees Too


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