Gainsight PX vs. SurveySparrow

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight PX
Score 7.0 out of 10
N/A
For SaaS products, Gainsight's product experience software enables companies to track every step of their user's journey and fully understand how they're interacting with a product over time.
$0
100 or less MAUs (Monthly Active Users)
SurveySparrow
Score 9.9 out of 10
N/A
SurveySparrow headquartered in Los Angeles offers their customizable survey platform, deployed via webpage, chatbot with conversational format, or distributable to audience segments.
$19
per month 5000 Responses
Pricing
Gainsight PXSurveySparrow
Editions & Modules
Starter (Free)
$0
100 or less MAUs (Monthly Active Users)
Starter
Starting at $400/M
500+ MAUs (Monthly Active Users)
Growth
Custom
Per MAUs (Monthly Active Users) and more
Basic
$19
per month 5000 Responses
Essentials
$49
per month 15000 responses
360 Assessments Basic
$59
Per Subject Billed Yearly For upto 100 Subjects
Business
$99
per month 100000 responses
CX Basic
$199
per month 100000 responses
Offerings
Pricing Offerings
Gainsight PXSurveySparrow
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
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Gainsight PXSurveySparrow
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Medium-sized Companies
Whatfix
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Score 9.4 out of 10
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Score 8.8 out of 10
Enterprises
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Score 9.4 out of 10
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User Ratings
Gainsight PXSurveySparrow
Likelihood to Recommend
7.6
(26 ratings)
10.0
(3 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
7.3
(23 ratings)
9.0
(1 ratings)
Ease of integration
7.7
(14 ratings)
-
(0 ratings)
User Testimonials
Gainsight PXSurveySparrow
Likelihood to Recommend
Gainsight
Gainsight PX is well suited for companies that are looking to measure customer engagement, usage, and adoption of their products and services. It is also well suited for companies that are looking to gain insights into customer behavior and preferences. Gainsight PX can be used to track customer journeys and measure customer satisfaction.

On the other hand, Gainsight PX is less appropriate for companies that are looking to measure sales performance or customer lifetime value. It is also not well suited for companies that are looking to measure customer retention or customer churn.
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SurveySparrow
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.
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Pros
Gainsight
  • Backfilling data. Many tools do not have the ability to be tracking elements once they are available and then pull it in and have historical views. You're not starting from scratch once you identify something.
  • Educational Engagements. There are a ton of options for in-app messaging and its very customizable and easy to set up.
  • Product Mapper. Organizing and shifting structure is easy to change. Setting multiple rules on a feature and confirming what you tagged is easy to do.
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SurveySparrow
  • 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.
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Cons
Gainsight
  • Walk through functionality is weaker than other providers. If you ask a user to do something on screen, and that action reloads the page, the tour closes. This shortcoming is the primary cause for us using another walkthrough tool.
  • There is no global CSS styling for PX modals. When I make a new CSS refinement, it's limited to that one engagement only. Everytime I have a new message to deliver, I know picking a correct tour type, finding a good starting place in existing CSS and content, working over the CSS to handle new content will all take more time that it takes in other tools with universal styling controls.
  • The page reload tour cancelation also affects surveys. Want to send a CES survey after a user clicks a button that causes a URL change? You can't. Indirectly, you can load the survey if the user has clicked the button < 1 day ago, and is on URL X. If the URL is the same before and after the button click, even this work around wont work.
  • Not sure how effective PX is on mobile, the functionality did not exist while we were building our mobile app, and we've yet to add it in.
  • Would be nice if it could integrate our knowledge base, but only one KB vendor was supported (not our Freshdesk) last I looked
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SurveySparrow
  • Add custom CSS for Premium plan.
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Likelihood to Renew
Gainsight
I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.
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SurveySparrow
No answers on this topic
Usability
Gainsight
No answers on this topic
SurveySparrow
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.
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Support Rating
Gainsight
I have not had to contact support frequently but when I have I used the chat and my questions were answered immediately. I've also used their knowledge center, help documentation and training videos which are all very thorough. The support we've received from our Customer Success Manager has been helpful as well.
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SurveySparrow
The support team is just a call away and also provides email support.
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Alternatives Considered
Gainsight
Heap has a great value proposition and very nice user experience. But it lacks the clear funnel analysis that Gainsight PX provides. Plus Heap also does not have integration with a lot of CRMs and Customer data platforms. Also, Additionally if you go in the market to find Heap implementors or SI vendors, you won't find any.
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SurveySparrow
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.
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Return on Investment
Gainsight
  • Allow us to integrate actual product usage with Salesforce.
  • Too much developer time went into it, especially when the premise was that this was mostly going to be handled by the Product team. This was mostly because the Gainsight PX event editor doesn't support more complex querying on events.
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SurveySparrow
  • Very simple and intuitive interface.
  • Easy to set-up and use - pays off quickly.
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ScreenShots

Gainsight PX Screenshots

Screenshot of Access all of your key metrics in one place.Screenshot of PX Dashboards offer an interactive way of viewing data. By default, Gainsight provides you with the Gainsight PX Dashboard, but you can create separate Dashboards for each user, based on their requirements. 

For example, you can create a Dashboard, set it to private and grant access only to the top-level executives who are interested in viewing the performance of company KPIs. You can create a Dashboard for a Product Manager and include widgets which show key metrics for the product they own.Screenshot of Gainsight PX connects directly to your CRM and other customer data sources, letting you leverage custom events with no limits on what you can explore – all without using any query language.

Track specific events and compare any number of different cohorts and behaviors to learn more about a specific behavior or validate a specific hypothesis. You can use the group by functionality to aggregate results based on specific fields, and you can analyze custom event properties based on the property values. This may come handy when you want to measure the event properties such as video play counts or monetary values you're passing to Gainsight PX via custom events.Screenshot of Product Mapper® is an easy to use way of describing your product features with a simple "point, click and describe."   Each mapped feature can be viewed hierarchically within your Product Feature Tree®.   

Features can be organized in any way that makes sense for your particular application.  For example, you can organize by modules and features or you can nest sub-modules under modules and add features at any level.Screenshot of You can use existing templates while setting up Guide engagements. You can even save the newly created/modified template and use the saved template in the future in order to save time. Once you select the template, you can modify your template–no coding required, but it's there if you want it.Screenshot of Present targeted and timely in-app surveys so you can get more relevant feedback from the right people to better understand their needs and wants, and easily see the results in real-time.