5 Ratings
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Score 9.7 out of 100
59 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Feature Set Ratings

    Survey Format & Appearance

    8.5

    SurveyLab

    85%

    ServiceNow Customer Service Management

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 3/3 features

    Survey templates

    7.3
    73%
    1 Rating
    N/A
    0 Ratings

    Themes

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Custom logo/branding

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Content

    8.8

    SurveyLab

    88%

    ServiceNow Customer Service Management

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 3/3 features

    Changes to live survey

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Question design help

    8.2
    82%
    1 Rating
    N/A
    0 Ratings

    Multiple question types

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Logic

    9.1

    SurveyLab

    91%

    ServiceNow Customer Service Management

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 1/1 features

    Survey logic flexibility

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Reporting & Analytics

    8.5

    SurveyLab

    85%

    ServiceNow Customer Service Management

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 5/5 features

    Response tracking

    7.3
    73%
    1 Rating
    N/A
    0 Ratings

    Data export

    8.2
    82%
    1 Rating
    N/A
    0 Ratings

    Standard reports

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Custom reports

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Analytics

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Administration & Security

    8.6

    SurveyLab

    86%

    ServiceNow Customer Service Management

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 2/2 features

    Access controls

    8.2
    82%
    1 Rating
    N/A
    0 Ratings

    Compliance

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Distribution

    9.1

    SurveyLab

    91%

    ServiceNow Customer Service Management

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 2/2 features

    Vendor-offered crowdsourcing

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Respondent restrictions

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Incident and problem management

    SurveyLab

    Feature Set Not Supported
    N/A
    7.8

    ServiceNow Customer Service Management

    78%
    ServiceNow Customer Service Management ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Expert directory

    N/A
    0 Ratings
    7.7
    77%
    8 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.8
    78%
    8 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.0
    70%
    8 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.9
    89%
    9 Ratings

    Ticket response

    N/A
    0 Ratings
    7.4
    74%
    9 Ratings

    Self Help Community

    SurveyLab

    Feature Set Not Supported
    N/A
    7.3

    ServiceNow Customer Service Management

    73%
    ServiceNow Customer Service Management ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.4
    74%
    6 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.3
    73%
    8 Ratings

    Multi-Channel Help

    SurveyLab

    Feature Set Not Supported
    N/A
    6.8

    ServiceNow Customer Service Management

    68%
    ServiceNow Customer Service Management ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.0
    80%
    7 Ratings

    IVR

    N/A
    0 Ratings
    5.1
    51%
    5 Ratings

    Social integration

    N/A
    0 Ratings
    5.0
    50%
    6 Ratings

    Email support

    N/A
    0 Ratings
    7.7
    77%
    8 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.4
    84%
    7 Ratings

    Attribute Ratings

    • SurveyLab is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.1

    SurveyLab

    91%
    1 Rating
    7.9

    ServiceNow Customer Service Management

    79%
    9 Ratings

    Usability

    SurveyLab

    N/A
    0 Ratings
    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating

    Support Rating

    SurveyLab

    N/A
    0 Ratings
    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating

    Likelihood to Recommend

    7 Points Ltd.

    MySurveyLab is best to use to measure satisfaction, both employee satisfaction and customer satisfaction.
    Read full review

    ServiceNow

    It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
    Read full review

    Pros

    7 Points Ltd.

    • They have great support that always will help you.
    • MySurveyLab is very flexible. Some things can be done in several ways.
    • They have a very good analytics module with trends, dashboards and data segments. This can give you another view of your data.
    • Collectors add flexibility to surveys. You can collect surveys from a few different source at once
    • They have a mobile application that can collect responses offline(!)
    Read full review

    ServiceNow

    • Allows for clear communication between help desk and end users.
    • Provides a clean inventory option for both hardware items and software licenses.
    • Navigation is very intuitive and user friendly.
    • Many reporting features for all levels of the company.
    Read full review

    Cons

    7 Points Ltd.

    • Summary export in Excel could be nicer.
    • Tags in the left menu could be more intuitive.
    Read full review

    ServiceNow

    • Adding in additional chat features would be nice
    • Viewing where you stand in priority
    • Having a way to automate more of the processes
    Read full review

    Pricing Details

    SurveyLab

    Starting Price

    Editions & Modules

    SurveyLab editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      ServiceNow Customer Service Management

      Starting Price

      Editions & Modules

      ServiceNow Customer Service Management editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Usability

        7 Points Ltd.

        No answers on this topic

        ServiceNow

        Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
        Read full review

        Support Rating

        7 Points Ltd.

        No answers on this topic

        ServiceNow

        Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
        Read full review

        Alternatives Considered

        7 Points Ltd.

        Read full review

        ServiceNow

        ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.
        Read full review

        Return on Investment

        7 Points Ltd.

        • With MySurveyLab we were able to react immediately when customers were not happy, and this reduced churn a lot
        Read full review

        ServiceNow

        • The negative impact for my team is the delay in team completing tickets but not a system issue.
        • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
        • Negative impact is that there is no user job aid or helpful tools for new users.
        Read full review

        Screenshots

        Add comparison