Clicktools vs. SurveySparrow

For any organization that is using salesforce.com and needs to implement a survey system that directly ties back to their salesforce.com system I would highly recommend Clicktools. We tried building our own customer satisfaction survey and it was not worth the effort, especially as our questions are ever changing. The integration with the case module was easy to configure

Incentivized

Well getting surveys from clients is a hectic job (as a user we all ignore surveys all the time ) SurveySparrow comes to the rescue and provides links to forward your survey on WhatsApp, email, and so many options. You can create a copy of the survey which you created and that is very time efficient. Suppose you have 3 clients and you give them the same service you can add a variable that will simply change the name of the client and the rest of the survey stays the same no need to create a different survey, mega time saver.

• Integration with Salesforce: it is critical to us as we use Salesforce, and a lot of record management is automated thanks to great Clicktools integration with Salesforce.
• Responsiveness of technical support: a lot of program staff across our organization use Clicktools every day, so having a quick response time to troubleshoot arising issues is important.
• User-friendly interface: Clicktools improved their interface to make it more user-friendly which improves efficiency.

Incentivized

• Creating and sending surveys is very easy and intuitive, no instructions needed. The interface is clean and inviting.
• The mobile-first interface greatly increases response rates form my experience. Filling out a survey is like text messaging on your phone.
• Surveys are more conversational in tone rather than an answer to the question style of the survey most other companies offer.
• The feature set is not as robust as some other survey software but its simplicity makes it easy to use all around.
• Customer support is very responsive.

Incentivized

• Speed - the quality of graphics is high and a lot of info is being pulled, it can take quite a bit of time to produce results.
• I am unable to open multiple tabs to run several functions within Clicktools simultaneously.
• Easier/more intuitive graphics uploading.
• Run reports based on a certain factor (i.e. if there is a particular product we continuously run reports on, I would like to see a chart comparison of how that products scores have varied over time).

Incentivized

• Add custom CSS for Premium plan.

Incentivized

We have loved using Clicktools and will continue to use it for the foreseeable future. The price and Salesforce integration is what really sets it apart from any other solution out there. I have learned a great deal about surveys and how to manage them in a CRM by using Clicktools. We will certainly be renewing our contract.

ClickTools is very easy to use and get started doing the basics. Anyone will be able to easily log in an create a survey from day 1. Skip logic can be a little tricky and is less user friendly, so testing is very important. I would say that, overall, usability is good.

User-friendly data is easy to analyze with simple tools. The customer service team is also very helpful, easy to create the survey in less than 5 minutes, engage with your clients on all possible platforms.

ClickTools is always available when I need it. The interface is quick and does not drag. Survey responses show up quickly after a survey is submitted. The survey analyzer is swift as well. There is no waiting around for something to process when you are using ClickTools.

I get frustrated by not being able to find the answers to my questions online by myself. I would rather search FAQs and find things that way, but it seems I always have to contact support to get the answer I need. They need a more robust support center so you can do it yourself. But on the upside, when I do contact support, they respond immediately and usually solve my problem quickly

The support team is just a call away and also provides email support.

If you are setting up integration with a CRM (Salesforce) get this done early on in the process. You can always do it later, but it's easiest to lay your foundation first and then build up and around it later

There was no need to create survey landing pages from Salesforce for external polls, we could decide where survey results were captured in Salesforce (if at all - can report straight from CT), and with simple html skills we could brand everything

We originally used Survey Monkey but found customer support to be unresponsive when we needed it and also the style of surveys you could create were bland and boring, leading to lower response rates. We chose Survey Sparrow for their mobile-first and chat-style survey interface because we have a mobile audience and have found they prefer this style of survey better.

Incentivized

• Clicktools plays a crucial role in our Net Promoter Score (NPS) survey. Twice a year we deploy the survey, and because of the flexibility of ClickTools and its integration with SFDC, we've seen a 40% response rate in a survey that formally only received 6-7%.

Incentivized

• Very simple and intuitive interface.
• Easy to set-up and use - pays off quickly.

Incentivized