GetFeedback vs. Lightning Tools Lightning Forms vs. QuestionPro

The Salesforce integration is fantastic. I have seen it evolve over the years and it is clear there is some considered investment going on here. In its first guise, the integration was fine at pushing survey response data to objects of your choosing. More recently, the integration has introduced a managed package, which has brought a really flexible object structure to what GetFeedback, by SurveyMonkey writes to. In a nutshell, you get a Survey -> Response -> Answer three tiered structure, meaning that you don't have to configure every time you mix up your survey design to b more complex. Finally, the forthcoming managed package is now being updated to bring a nice home page with it, with some nice top down analytics. This is great stuff and brings a lot of hope for the future of the platform. That Salesforce use it as their preferred surveying platform over their own on platform one is telling.

Overall, there are many use cases for which Lightning Forms provides a slick, easy to develop and extremely useful solution. Request forms that need to be actioned and inspection forms are the scenarios that we have used them for so far, which have seen a lot of success. We have decided that other scenarios that are perhaps more sensitive, for instance forms that may contain special category data relating to our customers, are less appropriate given the permissions/licensing constraints of both SharePoint and Lightning Forms.

QuestionPro is great for forced-choice and Likert-scale data, and it easily turns raw data into readable statistics. The simple interface lacks attractiveness but is easy to learn and use, even for members outside the digital age. QuestionPro is less effective for qualitative data and short answer responses in large quantities. Reporting and analytic features leave this information in the bulky design, clogging the report and preventing cohesive presentation of the data.

Incentivized

• Embed survey responses into an email to allow for easier data capture from customers.
• Automatically creates GetFeedback records in SFDC, which allows for greater visibility and better integration of reporting. This also drives a number of calls to action with internal teams via SFDC workflows and Gainsight.
• Very customizable look and feel of the survey to stay on corporate brand.
• Intuitive user interface.

Incentivized

• Simple user interface - users of the forms intuitively aware of how/where to input information. This is in part due to being able to show or hide different questions or areas of the form, and making them required or not, based on previous answers.
• Low/simple code - building complex forms with automation and multiple dependencies or lookups is relatively easy once you get started. You have the power of JavaScript to use and do some quite clever things if you can get to grips with it - a lot of solutions are only a Google away.
• As it is based on SharePoint, it integrates perfectly with the rest of the M365 suite. Things like PowerAutomate enhance its functionality even further.

• Before choosing QuestionPro, we evaluated it and Qualtrics, SurveyGizmo, and SurveyMonkey. A committee tested each of 141 key features on all four products. QuestionPro did well in the comparison and we have ended up using even more features that we tested. The summary of that work can be found here: https://oit.utk.edu/research/documentation/qualtrics-to-questionpro/.
• The way it handles anonymous surveys is particularly good. With most products, you have to remember to check the "anonymous" box to prevent it from saving email addresses or other identifiable data. But if you forget to do so, you can't tell by taking the survey. Question pro uses "Respondent Anonymity Assurance" that must be turned on by the company (a quick request from the chat window will suffice) and then it can never be turned off. This activates a link that appears on the bottom left-hand of each survey page. Clicking it takes the survey participant to a company page which assures them that the anonymous feature is indeed turned on.
• It has a very nice combination of great power and ease of use.
• The support we have received from the company has been excellent. Our team has worked with around 30 research software vendors for over 35 years and this company stands out as being extremely responsive to our needs. We told them we needed a migration tool to help us move from Qualtrics to QuestionPro and they created one in just a few weeks. They've added or improved a number of other features for us, at no charge.

• The only real challenge I've encountered is that they don't have a simple way to use a defined drop-down list that is in our CRM.
• I wish I could get a custom icon for ratings vs. just stars, hearts, circles or numbers. That was not a deal breaker, but it would be kind of cool to have.
• The process of creating a URL (distributing a Salesforce Aware Survey) to embed in an email template is a little complicated and takes some practice, especially for a novice admin that, at the time, didn't have much experience in adding modifiers and merge fields.

Incentivized

• The styling of the form can sometimes be slightly awkward to use depending on what you're looking to do. For instance, if I was looking to highlight fields that users have missed (left empty), I would need to set up a validation for that question and then set a style for that particular field for when it is invalid. When you have a large and complex form with lots of dependencies, this is awkward.
• Support for complex and niche issues is slightly lacking in my experience. I submitted a helpdesk ticket for help with a strange issue I couldn't figure out, which took several weeks to get a response to. Because it is niche, it's more difficult to find an answer by searching the internet. Luckily, knowing there is likely to always be a fix if you find the right place/use the right formula, I manage to resolve the issue with some trial and error.
• It is disappointing that Lightning Forms does not integrate with the MS Lists app. Having the ability to access the form through the list app would add in a lot of useful functionality, including a better experience for users when taking photos to add as attachments.

• The current user interface for designing and editing questions is truly awful. A big step backwards from earlier user interfaces which were great.
• Customer support is not very helpful.
• Results of survey are not exported in a way that is easy to translate into R data frame.

I'll keep this running forever!

It's a fine product, but it's also a very competitive field, so it wouldn't take much to knock QuestionPro from top tier status. I would like to see more functionality in all programs, so whichever program does that first is likely to get my money in the next round of budgeting.

It is incredibly straightforward to use. Setup time is hours to days. When it is up and running, you can forget it exists. The Lightning Platform integration then starts to provide many options around creative use of the tools. It becomes more about where you can extend to your hearts content. Lightning App developers will have a great time here.

It is very user friendly both to me who is building the content (with little background knowledge of coding etc., other than what I have picked up from using products like PowerAutomate, PowerBI, a bit of html etc.) and to end users of varying levels of IT proficiency. This has been extremely important as we have used the forms to make relatively large process changes, and need to have our users on board and seeing that it is actually easier than it was before.

QuestionPro is very easy to use. There are lots of question types and drag and drop functionality. There are lots of ways that make the platform easy to use

The few times, and I mean few, I have had to reach out to the support staff they were very helpful. I was also lucky enough to meet the developer at a users' conference. His willingness to hear what I had to say was impressive. After understanding his background coming from the CRM world I knew that he knew what we as users needed in the way of integration.

Incentivized

Some support has been okay, but in one instance of a fairly complex problem, the support team were not able to provide me with a fix within a few weeks, before I was able to find a workaround myself.

They offer email, chat, and phone support. I have used the chat support several times. Response time was fast, but the rep did not always have the answer. Inquiries are answered quickly and thoroughly.

Try every feature and test take your surveys multiple times, running through different scenarios.

GetFeedback has a professional appearance and dynamic content UI that is more trustworthy than other solutions. Additionally, the transitions and branding of GetFeedback are user-friendly on any device making survey response easy to manage. Finally, Salesforce integration is made not only easy but encouraged with a comprehensive ability to customize survey content.

Incentivized

We were using Microsoft Forms, SharePoint Lists and PowerAutomate to attempt to do much of what we are currently doing. Functionality is very limited in comparison. The ability to make questions required based on previous answers was a massive improvement from normal SharePoint List forms and has greatly improved the quality of data. Also just the very visual display and customisation is much better.

First of all, QuestionPro has powerful futures when we compare it with others. I am not sure but somehow interface of the product is always important for some more than its functionality. QuestionPro has many features, functionality and has a great interface. It is easy to use and a software that is easy to understand.

Incentivized

• Our response rate for our lead qualifying survey has been hovering around 55%. That doesn't mean that they complete the entire thing, but at least we are getting some answers back. It also allows us to weed out any leads that are outside of our scope of work. The survey when answered in its entirety gets a lead 13 steps down our customer journey map.
• The automation of sending out the recruiting survey has allowed our recruiting manager to focus on qualified applicants and has completely eliminated the duplicate data entry of key information that the hiring managers required for determining if a candidate should be scheduled for a phone interview. Over the past year of using this survey we received 145 survey back. That is 145 manual emails that no longer had to be sent out by staff. You do the math on that time savings.
• The new hire training feedback has allowed internal trainers to understand how to better tailor each session to on-board future employees in a more effective manner. With over 33 different training modules you can imagine how intensive our on-boarding process can be and if we can understand what works and what doesn't this only adds to the effectiveness of each trainer.

Incentivized

• We changed the process by which site colleagues report repairs on behalf of customers. Instead of emailing them into a shared inbox, they now report them using a lightning form. We have seen a great improvement in the time taken for our team to log the repair issue from the time is arrives with them.
• We anticipate that streamlining our void property reletting process by using a SharePoint kanban board view with lightning forms (providing a single platform for all things void) will reduce avoidable days vacant and therefore reduce our void loss.

• QuestionPro is being used to automate surveys that were previously done by hand. We would not have been able to do this without the anonymous tracking feature. It has cut turnaround of reports by more than half.
• This is of course more efficient, but this could be expected of any software that automates a survey for you.