KeySurvey vs. NICE Satmetrix

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
KeySurvey
Score 5.9 out of 10
N/A
N/AN/A
NICE Satmetrix
Score 8.0 out of 10
N/A
Satmetrix is survey-based customer experience management software. It contains summary and individual customer data for tracking the customer lifecycle. Individual features are net promoter scoring (NPS) surveying, automated triggers and alerts when indicants of poor customer experience or lack of engagement are present, text analytics for summarizing and understanding customer sentiment through what they say, and more. Satmetrix was acquired by NICE Systems in July 2017.N/A
Pricing
KeySurveyNICE Satmetrix
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
KeySurveyNICE Satmetrix
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
KeySurveyNICE Satmetrix
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
KeySurvey
8.8
1 Ratings
14% above category average
NICE Satmetrix
8.0
2 Ratings
4% above category average
Survey templates9.11 Ratings8.02 Ratings
Themes8.21 Ratings8.02 Ratings
Custom logo/branding9.11 Ratings8.02 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
KeySurvey
8.8
1 Ratings
4% above category average
NICE Satmetrix
8.0
2 Ratings
6% below category average
Changes to live survey8.21 Ratings8.02 Ratings
Question design help9.11 Ratings8.02 Ratings
Multiple question types9.11 Ratings8.02 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
KeySurvey
9.1
1 Ratings
11% above category average
NICE Satmetrix
8.0
2 Ratings
2% below category average
Survey logic flexibility9.11 Ratings8.02 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
KeySurvey
9.1
1 Ratings
12% above category average
NICE Satmetrix
8.0
2 Ratings
1% below category average
Response tracking9.11 Ratings8.02 Ratings
Data export9.11 Ratings8.02 Ratings
Standard reports9.11 Ratings8.02 Ratings
Custom reports9.11 Ratings8.02 Ratings
Analytics9.11 Ratings8.02 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
KeySurvey
8.6
1 Ratings
3% above category average
NICE Satmetrix
8.0
2 Ratings
4% below category average
Access controls9.11 Ratings8.02 Ratings
Compliance8.21 Ratings8.02 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
KeySurvey
8.2
1 Ratings
2% above category average
NICE Satmetrix
-
Ratings
Respondent restrictions8.21 Ratings00 Ratings
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User Ratings
KeySurveyNICE Satmetrix
Likelihood to Recommend
8.2
(3 ratings)
4.0
(7 ratings)
Likelihood to Renew
8.5
(2 ratings)
5.1
(5 ratings)
Support Rating
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
KeySurveyNICE Satmetrix
Likelihood to Recommend
Form.com (WorldAPP)
It's a convenient tool for questionnaires, surveys, and other reasons when you need to get people's feedback. We really enjoyed using this instrument, even though it can be a bit overwhelming at times. Also, it might take some time to create a survey if you have complicated business logic implemented, but that would take some time using any kind of instruments.
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NICE Systems
Satmetrix is best suited if you don't currently use Salesforce. A lot of its main selling points are negated by the virtue of having Salesforce. Case management is in Salesforce, reporting is in Salesforce, the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as GetFeedback and SurveyMonkey. The only thing that leaves is the consultative service on being best practice and I don't really get to see any of that.
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Pros
Form.com (WorldAPP)
  • Ease of use for distributing email to large quantities of recepients.
  • Exporting data for data evaluation and manipulation.
  • Customizing the types of questions and response scoring.
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NICE Systems
  • Ease of use; SaaS solution, all web based - simple, straightforward and easy to use
  • Multi lingual; we are able to use multiple languages for our surveys
  • Reporting is very flexible; reports can be run for pretty much any data point that you can capture!
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Cons
Form.com (WorldAPP)
  • Based on our usage we didn't face issues using KeySurvey
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NICE Systems
  • Implementation did not go as well as planned and there were problems.
  • If you are running multiple surveys, slicing and dicing data is not that simple.
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Likelihood to Renew
Form.com (WorldAPP)
This decision is out of my hands.
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NICE Systems
The previous experience was so negative that even if they have improved since then it wouldn't help. Another more pertinent reason is because we have an existing 3 year contract with Medallia. Lastly, vendor transitions in our environment (B2B in 132 countries) is extremely painful. I've managed two of them and wouldn't wish it on my worst enemy.
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Support Rating
Form.com (WorldAPP)
We have had several moments when we needed the support (mostly it was when we were working on creating business logic for the survey and sometimes things didn't work as we expected them to). The KeySurvey support team was very friendly and helpful via chat and in case they couldn't solve the issue right at that moment, they always came back to us with a solution to our issue
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NICE Systems
No answers on this topic
Alternatives Considered
Form.com (WorldAPP)
In terms of a business logic implementation, I think KeySurvey had the most extensive features. Granted, I haven't used a paid version of SurveyMonkey, but for our purposes, the customization KeySurvey offered us (implementing our corporate colors, fonts, and logos) was one of the best features and it looked professional. Also, the name "KeySurvey" kind of sounds better and more business-like for clients from enterprise companies.
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NICE Systems
I haven't evaluated any other products. Our executive team selected NPS as the preferred measurement of customer sentiment and Satmetrix is the only certification company I am aware of.
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Return on Investment
Form.com (WorldAPP)
  • Gathering client insights that they felt comforable writing about online after the service was delivered and they had time to evaluate it.
  • Improved customer service based on clients feedback
  • The emails delivery report complimented our emails reports from other tools, so we used it for email db management!
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NICE Systems
  • With the knowledge gained front he transactional surveys, Satmetrix helped us significantly improve our customer service processes.
  • Combined with the relationship survey, we were ultimately able to improve our customer retention by over 20% within 2 years.
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ScreenShots