What users are saying about
5 Ratings
5 Ratings
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Score 8.8 out of 100
2 Ratings
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Score 9.7 out of 100

Likelihood to Recommend

SurveyLab

MySurveyLab is best to use to measure satisfaction, both employee satisfaction and customer satisfaction.
George Smith | TrustRadius Reviewer

Stella Connect

It's suited for any support team, customer experience team, or customer-facing team that wants to measure the satisfaction of their customers. Especially large/scaling support teams that handle inbound support of any kind.
Joelle Waksman | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

SurveyLab
8.5
Stella Connect
Survey templates
SurveyLab
7.3
Stella Connect
Themes
SurveyLab
9.1
Stella Connect
Custom logo/branding
SurveyLab
9.1
Stella Connect

Survey Content

SurveyLab
8.8
Stella Connect
Changes to live survey
SurveyLab
9.1
Stella Connect
Question design help
SurveyLab
8.2
Stella Connect
Multiple question types
SurveyLab
9.1
Stella Connect

Survey Logic

SurveyLab
9.1
Stella Connect
Survey logic flexibility
SurveyLab
9.1
Stella Connect

Survey Reporting & Analytics

SurveyLab
8.5
Stella Connect
Response tracking
SurveyLab
7.3
Stella Connect
Data export
SurveyLab
8.2
Stella Connect
Standard reports
SurveyLab
9.1
Stella Connect
Custom reports
SurveyLab
9.1
Stella Connect
Analytics
SurveyLab
9.1
Stella Connect

Survey Administration & Security

SurveyLab
8.6
Stella Connect
Access controls
SurveyLab
8.2
Stella Connect
Compliance
SurveyLab
9.1
Stella Connect

Survey Distribution

SurveyLab
9.1
Stella Connect
Vendor-offered crowdsourcing
SurveyLab
9.1
Stella Connect
Respondent restrictions
SurveyLab
9.1
Stella Connect

Pros

SurveyLab

  • 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(!)
George Smith | TrustRadius Reviewer

Stella Connect

  • The fundamental tool for customer satisfaction is exactly right. The way they allow us as agents to share details about ourselves, and humanize the process, has made a huge impact on the customer experience we provide. Our customers feel more inclined to leave us feedback and it allows us to get a real understanding of each of their individual expectations.
  • Customer Journey. From the beginning through the Sales process, through procurement, through trial and through now being users for over a year, the Stella Connect team has been incredibly helpful, informative and has provided us with the exact amount of interaction we need. They are very good at respecting your time while making sure they get in touch when necessary. New features that are relevant to our use case are sent my way. It's one of the only product update emails I actually read. They're incredibly responsive and very helpful.
Joelle Waksman | TrustRadius Reviewer

Cons

SurveyLab

  • Summary export in Excel could be nicer.
  • Tags in the left menu could be more intuitive.
George Smith | TrustRadius Reviewer

Stella Connect

  • I wish there was more connection with our ticketing systems analytics. We measure KPIs from Stella, but also workflow related metrics within our ticketing system. Right now, managers have to go into multiple platforms to find the corresponding data. I wish Stella had an analytics connection of some kind.
Joelle Waksman | TrustRadius Reviewer

Support Rating

SurveyLab

No score
No answers yet
No answers on this topic

Stella Connect

Stella Connect 10.0
Based on 1 answer
They are the absolute best. My Sales guy Corey D. and my CSM Tim P. are totally a part of the team. They have been incredibly helpful through the process pre and post-sales and have become good friends. I appreciate that I feel like our team's success is always at the forefront of their minds.
Joelle Waksman | TrustRadius Reviewer

Alternatives Considered

SurveyLab

George Smith | TrustRadius Reviewer

Stella Connect

I actually liked AskNicely, but the UI was better and more aligned with our brand on StellaConnect. Also, the values and research behind how they build and structured their satisfaction surveys really aligned with the experience we wanted to provide to our users.
Joelle Waksman | TrustRadius Reviewer

Return on Investment

SurveyLab

  • With MySurveyLab we were able to react immediately when customers were not happy, and this reduced churn a lot
George Smith | TrustRadius Reviewer

Stella Connect

  • Implementing Stella Connect was such an easy decision. Before, we were working with "yes, I'm satisfied" or "no, I'm not satisfied" and felt it was an incredibly unclear and polarizing experience, as our users were forced to pick one or the other. Most often, we'd get a negative rating with a comment saying that the experience was fine, but some feature in the product was missing. This left it very difficult for us to really gauge the experience we were providing and how to improve. In addition, agent motivation was incredibly low and impossible to improve because they were left feeling like their scores were not matching their experience. Needless to say, implementing Stella Connect improved all of these issues 10-fold. The ROI has been incredibly substantial. We've been able to improve CSAT scores and properly measure the rate of first attempt resolutions. Team morale is at an all-time high, and our customers even love the experience.
Joelle Waksman | TrustRadius Reviewer

Screenshots

Pricing Details

SurveyLab

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Stella Connect

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

SurveyLab
9.1
Stella Connect
10.0

Support Rating

SurveyLab
Stella Connect
10.0

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