Vantaggi
Satmetrix could be a leader in Customer Loyalty and Net Promoter Measurement. It has some good intellectual property as an early partner and creator in Net Promoter technology. It has an impressive list of former clients, many of which are world class companies.
Svantaggi
Essentially, four people run this company, none of which are in the home office for any significant amounts of time. Ego-centrism prevails as the defining character of those at the top. There is a significant gap between top management and line supervisors, who are left to guess and battle it out for decisions and direction. Employees are disconnected and unrecognized. Of all the companies I've worked for, Satmetrix has the least interest in employees. At that time, there had never been an HR department other than a "Personnel Manager", so there was no career development, and as a result, very high employee turnover. The company's software, while upgraded, still had a 10 year old code mentality about it, making it unable to compete on performance, and especially price, with more recent entries into the Saas Survey marketplace, which is rapidly becoming commoditized. As an employee, I was disappointed to see that a company with so much potential in its Intellectual Property had so little interest or care in its employees or awareness of its tentative position in a rapidly changing competitive environment.