Customer Feedback Firm, Satrix Solutions, Helps Drive Growth at Covario

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Case Study showcases how Covario experienced improvements in customer loyalty and retention thanks to a successful Net Promoter® Program.

Customer Feedback Programs

Customer Feedback Programs

Satrix Solutions’ best-practice recommendations and third-party insights put us in the best position to achieve our goals.

Satrix Solutions, provider of customer feedback programs, announced today the availability of a case study detailing how Covario, a leading search marketing (SEM and SEO) agency and software technology firm, has significantly improved client loyalty as a result of their ongoing commitment to voice-of-the-customer (VoC) driven change. The case study examines Satrix Solutions’ implementation of the Net Promoter® discipline to serve as one of Covario’s core metrics for measuring customer loyalty, operational performance and employee commitment to service excellence.

“When properly adopted, Net Promoter Score (NPS) becomes an organizational discipline and a culture-shaping tool,” said Evan Klein, Founder and President of Satrix Solutions. “Covario CEO Russ Mann recognized the power of Net Promoter and brought Satrix Solutions in to help make it part of the organizational DNA. The results have been nothing short of impressive. Much as the research behind NPS suggests, Covario’s significant increase in their Net Promoter Score has been accompanied by strong revenue growth, successful penetration into existing accounts and higher sales close rates.”

Over the course of the engagement, Satrix Solutions has continuously identified key trends, service gaps and client expectations. Furnished with the deep insight and recommendations provided, Covario has enhanced their products and services creating more loyal advocates that speak highly of their experience. As a testament to their success, Covario experienced the highest growth in 2011 Search Agency rankings by Ad Age and was named the 2011 OMMA (online media, marketing and advertising) Magazine Search Agency of the Year. The company was also selected – from more than 100 agencies considered – as one of nine firms to be included in the 2011 Forrester Research Wave of U.S. Search Marketing Agencies, where it was highlighted as “best for SEO (search engine optimization).”

“Customer satisfaction on the part of both new and long-term clients is what’s driving our growth,” said Jeff Johnson, senior vice president and co-managing director of the search marketing firm. “At Covario, we constantly strive to exceed client expectations. The Net Promoter Score system is something our team members can easily get behind and take our search marketing services to new heights.”

Added Paul Borselli, Covario’s internal NPS champion and senior director of marketing, “Satrix Solutions’ best-practice recommendations and third-party insights put us in the best position to achieve our goals. Since we began working with them, Covario’s NPS has risen from +11% to +47% with 75 to 80 percent of our clients providing feedback in each survey.”

Read the complete case for more information.

About Covario
Covario is the nation’s largest independent search marketing agency and SEO software solutions provider, serving Fortune 500 and Internet 1,000 advertisers with a vertical focus on global marketers in high-tech, consumer electronics, wireless communications, consumer goods, financial services, media, entertainment, retail, and ecommerce.

The firm was recently named by OMMA as the 2011 Search Agency of the Year. It was also one of only nine companies selected -- from more than 100 considered -- for the 2011 Forrester Research Wave of U.S. Search Marketing Agencies. In addition, Covario’s extensive software solutions (recently spun-off as part of a new brand called Rio SEO) led to the firm’s inclusion in the Software 500 ranking of the nation’s largest software firms for the last two years.

About Satrix Solutions

Satrix Solutions was founded with a singular goal – help businesses maximize potential and opportunity. Organizations rely on the company’s formal customer feedback programs to gather valuable insights from existing, former and potential customers. The analysis and recommendations delivered by Satrix Solutions serves as a blueprint for driving operational improvements to enhance the customer experience. By leveraging a proven approach to capturing and responding to the needs of the market, their clients are able to improve customer retention, maximize share-of-wallet and increase sales close rates. Satrix Solutions is a certified Net Promoter® Loyalty Partner and is the exclusive strategic advisor on customer feedback programs for The Society of Digital Agencies. The company serves small to mid-size businesses in a variety of industries, each focused on realizing the financial benefits of creating a differentiated service experience. To learn more visit

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


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Heather Timney
Satrix Solutions
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