45 Ratings
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Score 7.6 out of 100
5 Ratings
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Score 8.9 out of 100

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
  • IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Chris Hall | TrustRadius Reviewer

SurveyLab

MySurveyLab is best to use to measure satisfaction, both employee satisfaction and customer satisfaction.
George Smith | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
8.5
Survey templates
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
7.3
Themes
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1
Custom logo/branding
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1

Survey Content

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
8.8
Changes to live survey
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1
Question design help
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
8.2
Multiple question types
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1

Survey Logic

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1
Survey logic flexibility
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1

Survey Reporting & Analytics

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
8.5
Response tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
7.3
Data export
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
8.2
Standard reports
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1
Custom reports
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1
Analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1

Survey Administration & Security

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
8.6
Access controls
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
8.2
Compliance
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1

Survey Distribution

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1
Vendor-offered crowdsourcing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1
Respondent restrictions
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
SurveyLab
9.1

Pros

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
  • It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
  • Data is captured and processed in real-time which reveal unknown issues as they are happening.
  • Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.
Nick Preese | TrustRadius Reviewer

SurveyLab

  • They have great support that always will help you.
  • MySurveyLab is very flexible. Some things can be done in several ways.
  • They have a very good analytics module with trends, dashboards and data segments. This can give you another view of your data.
  • Collectors add flexibility to surveys. You can collect surveys from a few different source at once
  • They have a mobile application that can collect responses offline(!)
George Smith | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • More knowledge sharing sessions
  • UI/UX Improvements
  • More tooltips on icons
Anonymous | TrustRadius Reviewer

SurveyLab

  • Summary export in Excel could be nicer.
  • Tags in the left menu could be more intuitive.
George Smith | TrustRadius Reviewer

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
I do not have power over contracts.
Anonymous | TrustRadius Reviewer

SurveyLab

No score
No answers yet
No answers on this topic

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | TrustRadius Reviewer

SurveyLab

George Smith | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • The ROI question needs to be focused on clients and not our use internally. We leverage this as a platform for designing customer journeys for our clients.
  • The ROI case is far easier to make for eCommerce operators. Customer journey failings can be easily quantified and seemingly simple issues can generate large ROI outcomes. For web assets without a trading bias, ROI can be established using notional value attribution. For example, a lead for motor insurance that is lost can be costed based on average policy value over a typical lifetime; struggle on a customer self-service portal can be quantified on the cost of handling through a call centre; etc.
Chris Hall | TrustRadius Reviewer

SurveyLab

  • With MySurveyLab we were able to react immediately when customers were not happy, and this reduced churn a lot
George Smith | TrustRadius Reviewer

Screenshots

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Pricing Details

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SurveyLab

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
7.7
SurveyLab
9.1

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
SurveyLab

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