Gainsight CS vs. Survicate

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight CS
Score 8.8 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur,…
$2,500
Per Company Per Month
Survicate
Score 8.0 out of 10
N/A
Survicate is survey software for getting continuous customer insights at scale. It can be used to measure customer satisfaction (CSAT), track an organization's Net Promoter Score (NPS), get website feedback, or test product-market fit. Survicate supports any use case related to collecting and managing customer feedback. Survicate can be used to: • Create customized surveys and start getting customer feedback within minutes • Run surveys where they are needed: via email…
$0
per month
Pricing
Gainsight CSSurvicate
Editions & Modules
Subscription
$2,500
Per Company Per Month
Free
$0
per month
Business
$119
per month
Scale
$299
per year
Offerings
Pricing Offerings
Gainsight CSSurvicate
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredNo setup fee
Additional DetailsAdditional fees apply for additional users and domains. The price of the Scale plan is negotiated individually and depends on the number of monthly responses needed and possible custom needs, including integrations.
More Pricing Information
Community Pulse
Gainsight CSSurvicate
Top Pros
Top Cons
Features
Gainsight CSSurvicate
Security
Comparison of Security features of Product A and Product B
Gainsight CS
9.7
169 Ratings
8% above category average
Survicate
-
Ratings
Role-based user permissions9.7169 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
8.7
211 Ratings
0% above category average
Survicate
-
Ratings
API8.9126 Ratings00 Ratings
Integration with Salesforce.com9.0210 Ratings00 Ratings
Integration with Marketo7.749 Ratings00 Ratings
Integration with Eloqua9.220 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Gainsight CS
8.5
211 Ratings
4% below category average
Survicate
-
Ratings
Product usage9.2200 Ratings00 Ratings
Help desk / support tickets7.8169 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Gainsight CS
8.5
223 Ratings
0% below category average
Survicate
-
Ratings
NPS surveys8.5174 Ratings00 Ratings
Sponsor tracking7.8165 Ratings00 Ratings
Customer profiles9.0200 Ratings00 Ratings
Automated workflow9.2214 Ratings00 Ratings
Internal collaboration7.8201 Ratings00 Ratings
Customer health scoring8.8216 Ratings00 Ratings
Customer segmentation8.7182 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
8.8
221 Ratings
5% above category average
Survicate
-
Ratings
Customer health trends8.8203 Ratings00 Ratings
Engagement analytics9.2179 Ratings00 Ratings
Revenue forecasting8.6111 Ratings00 Ratings
Dashboards8.7218 Ratings00 Ratings
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
Gainsight CS
-
Ratings
Survicate
7.8
5 Ratings
1% below category average
Survey templates00 Ratings7.73 Ratings
Themes00 Ratings8.05 Ratings
Custom logo/branding00 Ratings7.73 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
Gainsight CS
-
Ratings
Survicate
8.3
4 Ratings
3% below category average
Changes to live survey00 Ratings9.13 Ratings
Question design help00 Ratings7.83 Ratings
Multiple question types00 Ratings7.94 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
Gainsight CS
-
Ratings
Survicate
8.2
5 Ratings
0% below category average
Survey logic flexibility00 Ratings8.25 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
Gainsight CS
-
Ratings
Survicate
7.7
5 Ratings
6% below category average
Response tracking00 Ratings5.01 Ratings
Data export00 Ratings9.15 Ratings
Standard reports00 Ratings8.35 Ratings
Analytics00 Ratings8.64 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
Gainsight CS
-
Ratings
Survicate
8.5
3 Ratings
2% below category average
Access controls00 Ratings8.03 Ratings
Compliance00 Ratings9.01 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
Gainsight CS
-
Ratings
Survicate
9.3
4 Ratings
12% above category average
Respondent restrictions00 Ratings9.34 Ratings
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User Ratings
Gainsight CSSurvicate
Likelihood to Recommend
8.9
(228 ratings)
8.2
(6 ratings)
Likelihood to Renew
6.8
(14 ratings)
10.0
(2 ratings)
Usability
8.8
(25 ratings)
7.8
(2 ratings)
Availability
8.2
(1 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
9.0
(134 ratings)
6.4
(2 ratings)
Online Training
5.5
(2 ratings)
-
(0 ratings)
Implementation Rating
6.3
(6 ratings)
10.0
(1 ratings)
Configurability
6.4
(1 ratings)
-
(0 ratings)
Product Scalability
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Gainsight CSSurvicate
Likelihood to Recommend
Gainsight
Gainsight CS is well suited for SaaS and Managed Services companies looking to have a centralized log of all their customer interactions and analysis of those customers' health so that CS and AM teams can be the best champions for their customers and interactions are not happening in silos. The new AI functionality being rolled out will have a massive impact on CSM's ability to manage time and add value.
Read full review
Survicate
Survicate is well suited for very basic intercept polls and is less suited for more complex surveying tasks (e.g., anything more than basic skip-logic or surveying niche cohorts) and longitudinal surveying (e.g., comparing responses from the same or similar cohorts year over year).
Read full review
Pros
Gainsight
  • Gainsight's Data Designer is a powerful tool that allows you to create new tables/data sets from different sources (Create a new table by merging Snowflake, SFDC and Gainsight data that you can use for reporting or be the engine of calls to actions)
  • The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation
  • Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments!
  • Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers!
  • Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year
Read full review
Survicate
  • IMO, the strengths of feedback lite is what it is called for - 'lite"... it is basic, simple, and easy to set up and use.
  • Especially should be mention that it is easy to set up, and you can have it working in less than a few hours.
  • Reliable - I don't remember even one "problem" or an issue we experienced with it.
Read full review
Cons
Gainsight
  • Would love to see a Gainsight OPs/Admin checklist that guides CS Ops team through specific pieces of information needed to execute specific playbooks (best practices)
  • When creating reports, sometimes it's difficult to find the correct variable that you are looking for as it's nested under various categories
  • Would love ability to "heatmap" specific individual customer engagement based on CSM inputted customer contacts at meetings
  • Would love to see more analysis on engagements - how often, how frequent - built into the product
Read full review
Survicate
  • In my opinion, inconsistent and visually unappealing survey visuals (e.g., NPS and cSAT questions look completely different from each other, creating a disjointed visual experience)
  • Poor customer service (in my experience, issue resolution can take weeks)
  • Lack of clarity around API & other technical capabilities requiring engineering assistance
  • Very limited maximum response limit per month
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Likelihood to Renew
Gainsight
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
Read full review
Survicate
We use Survicate for now, over 7 years, and the tool is being constantly improved. New features and products has been introduced over the years. The team listens to our feedback we sometimes share, and improve the product based on that. We really appreciate being supported by the Customer Success, all the insights and help we got from them. And even though they introduced many new features over the years, the tool still remained super easy to use, even from new employees that join our team
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Usability
Gainsight
I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.
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Survicate
It's rare to use products that offer wide range of features, and yet are really ease to use. Over the years, the product has changed a lot, they introduced numerous new features, but the product remained really simple to use. We know it, because new employees who join our team, have no problem in starting to use Survicate on their own, without and dedicated training. The UI is really clear.
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Performance
Gainsight
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
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Survicate
No answers on this topic
Support Rating
Gainsight
The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
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Survicate
We had a lot of issues during implementation that required help from Survicate's engineers. In my experience, it took us over 4 weeks to be fully up and running due to lag times in communication.
Read full review
Online Training
Gainsight
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Read full review
Survicate
No answers on this topic
Implementation Rating
Gainsight
I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
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Survicate
Setup was simple. One-time installation for our website and inside the product. We used Google Tag Manager to implement Survicate. So within 2 hours, we were able to run surveys, and also all attributes and events were passed to Survicate, so that we were able to use them to trigger surveys
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Alternatives Considered
Gainsight
We went through an evaluation of ChurnZero, which did not have the ability to pull in usage from complex data sets or to visualize it natively. ChurnZero did not offer the ability to run surveys or NPS which would have required additional tooling and investment
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Survicate
Considering the simplicity of the need, and the cost of such solution (~600$/yr), I don't think there was very deep research for any alternatives. The main alternative was embedding a feedback tool "organically" into our site, that option was taken off the table, for strategic considerations.
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Return on Investment
Gainsight
  • We increase account coverage by more than 20% through the tools within Gainsight CS to generate actions for our CSMs to prioritize accounts.
  • Now that we are using Success Plans, we are seeing 65-75% of customer outcomes realized within a 12-month period. This was something we weren't able to track before.
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Survicate
  • We had a business need - to collect feedback on our support knowledge base content. Feedback Lite fulfills this need, with simple, easy to use, solution.
Read full review
ScreenShots

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.

Survicate Screenshots

Screenshot of Survey distribution methodsScreenshot of Email surveyScreenshot of Email NPS surveyScreenshot of In-product surveyScreenshot of Link surveyScreenshot of Mobile survey