01Customer experience software · Ten years, three brands · Brand, web, video, campaigns
Ten years. Three brands. One voice of the customer.
DarkSquare started with Satmetrix, the company behind the Net Promoter Score, in 2015. NICE acquired it in 2017 and kept us on. Since then we have run the brand through the acquisition, rebuilt the site twice, built the campaigns, produced the films, and carried the same system into NICE Nexidia, Enlighten and CXone.
- 10 yrsContinuous, through an acquisition and three brand systems
- 400+Pages of enterprise website, built and still supported
- 3Brand systems: Satmetrix, NICE Satmetrix, the NICE product lines
- 2017Satmetrix acquired by NICE, one of seven client exits
Where it started
Satmetrix co-created the Net Promoter Score and sold the software that runs it, to enterprises who take customer experience seriously. In 2015 they needed a partner who could hold the brand, build and run an enterprise website with all the security and regulatory weight that carries, and produce the volume of marketing an analytics company generates every quarter. Two years later NICE bought them, and the brand had to become NICE Satmetrix without losing what customers already trusted.
What we did
We built the Satmetrix brand, then the website, then the machine that fed it: ebooks, benchmarks, campaigns, conference kits. When NICE arrived we carried the identity across and rebuilt the site under NICE’s system in 2021 with the voice-of-the-customer story at its center. The same team then took on NICE Nexidia, the Enlighten AI line and the CXone rebrand, and wrote, storyboarded and animated the films that explain them.
- 01BrandSatmetrix, then NICE Satmetrix, then the product lines.
- 02SiteFour hundred pages, rebuilt twice, governed since.
- 03FeedEbooks, campaigns, events, every quarter.
- 04FilmScripts, storyboards, animation, for the products that need explaining.
Four hundred pages, twice over.
The 2017 refresh under the Satmetrix brand, then the 2021 rebuild under NICE with the holistic voice-of-the-customer story at the top. Lead capture, gated resources, landing page campaigns, tracking, and the security and privacy review an enterprise IT department runs. We built it and we still run it.
The 2021 rebuildHover to scroll
A NICE product lineHover to scroll
As an experienced web developer who has worked with many creative agencies, I’ve been wholly impressed with DarkSquare’s high quality of design, delivery and technical execution. They come prepared to every new project and campaign with fresh ideas and best practices; and have an excellent grasp on the unique needs of our ever-evolving business brand in a fast-paced industry. Their team is cohesive, well-organized and very responsive with the day-to-day and they never fail to deliver on making the hard things happen. Plus, they’re just really nice folks who care about our success and results.
Explaining the complex in under three minutes.
NICE sells robust, complicated software to large organizations. We wrote the scripts, storyboarded the visuals, composed the score with our music and voice partners, and animated the result. The holistic VOC film runs a minute and a half in a single line of ink. The CXone campaign film puts the numbers on a dark field and the people in the world.
Smart. Easy. Heat things up.
The NICE Nexidia campaign asked one question in three languages: how happy are you? Print for Germany and France, digital everywhere else, the same portrait-and-data system throughout. For NICE Satmetrix, the social warm-up series and the bite-sized animated statements that ran for two years.
What an analytics company publishes in a decade.
Ebooks on the ROI of NPS, closing the loop and 360-degree voice of the customer. The annual Net Promoter benchmarks. Brochures for Enlighten, datasheets for CXone. Every one from the same system, so ten years of it reads as one library.
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Start with a conversation.
One call and we'll tell you if this is a fit. If it isn't, we'll say so and point you somewhere better.