5 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.9 out of 100
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 3.8 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

Verint Express (formerly KANA Express)

If your business has more than 50 users, don't use KANA Express. User management and setup is not intuitive, and back-end email management takes a large amount of time.If your business emails more than one recipient and expects replies from more than one recipient, don't use KANA Express. The system is built for one-question-in, one-answer-out. Anything more than that requires extra customization or is impossible, according to their development team.If managing your inbound email either internally or externally is critical to your operations, don't use KANA Express. Downtime is more frequent than is acceptable, and their Netherlands advanced support team's hours make down-time in the western hemisphere a lot longer than it needs to be.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

SurveyLab
8.5
Verint Express (formerly KANA Express)
Survey templates
SurveyLab
7.3
Verint Express (formerly KANA Express)
Themes
SurveyLab
9.1
Verint Express (formerly KANA Express)
Custom logo/branding
SurveyLab
9.1
Verint Express (formerly KANA Express)

Survey Content

SurveyLab
8.8
Verint Express (formerly KANA Express)
Changes to live survey
SurveyLab
9.1
Verint Express (formerly KANA Express)
Question design help
SurveyLab
8.2
Verint Express (formerly KANA Express)
Multiple question types
SurveyLab
9.1
Verint Express (formerly KANA Express)

Survey Logic

SurveyLab
9.1
Verint Express (formerly KANA Express)
Survey logic flexibility
SurveyLab
9.1
Verint Express (formerly KANA Express)

Survey Reporting & Analytics

SurveyLab
8.5
Verint Express (formerly KANA Express)
Response tracking
SurveyLab
7.3
Verint Express (formerly KANA Express)
Data export
SurveyLab
8.2
Verint Express (formerly KANA Express)
Standard reports
SurveyLab
9.1
Verint Express (formerly KANA Express)
Custom reports
SurveyLab
9.1
Verint Express (formerly KANA Express)
Analytics
SurveyLab
9.1
Verint Express (formerly KANA Express)

Survey Administration & Security

SurveyLab
8.6
Verint Express (formerly KANA Express)
Access controls
SurveyLab
8.2
Verint Express (formerly KANA Express)
Compliance
SurveyLab
9.1
Verint Express (formerly KANA Express)

Survey Distribution

SurveyLab
9.1
Verint Express (formerly KANA Express)
Vendor-offered crowdsourcing
SurveyLab
9.1
Verint Express (formerly KANA Express)
Respondent restrictions
SurveyLab
9.1
Verint Express (formerly KANA Express)

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

Verint Express (formerly KANA Express)

  • Allows you to manage multiple email queues with different business rules.
  • User interface is somewhat intuitive, allowing users to navigate fairly easily.
  • Admin controls allow for a considerable variety of customization.
Anonymous | TrustRadius Reviewer

Cons

SurveyLab

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

Verint Express (formerly KANA Express)

  • KANA Express is NOT set up for business models where email is conversational and involves multiple recipients and responses. If your business model is one-question-in, one-answer-out, then KANA Express will probably work for you.
  • Since signing on with them, KANA Express' support team has been severely lacking in expertise and acceptable turnaround times, especially when the platform encounters a system-wide issue to leads to downtime. Our assigned sales contacts jumped ship with the company almost immediately after we went live, which is never a good sign.
  • Admin panel and functions are very antiquated and not user-friendly at all. Email management through the admin tool lacks crucial insight that prevents admin users from being able to easily route and manage emails. Our organization had to write our own KANA user guides that KANA Express then took and started using themselves and for other clients.
  • The KANA Express platform does not have proper spam or auto-reply management tools. Admin users must manually turn off the KANA Express auto-response emails in order to prevent email loops with other parties' auto-responses.
  • Analytics options are lacking. Admin users must run at least three separate reports in order to gather appropriate insight as to user activities and metrics.
  • Email queue/user set up is not intuitive. If adding a new queue or user, all users must be manually adjusted to include that new queue. There is no mass-edit tool for KANA Express users.
Anonymous | TrustRadius Reviewer

Alternatives Considered

SurveyLab

George Smith | TrustRadius Reviewer

Verint Express (formerly KANA Express)

No answers on this topic

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

Verint Express (formerly KANA Express)

  • KANA Express was originally presented as an excellent alternative to Fastraq, an email management system that was in EOL during the time we were shopping for alternatives. Unfortunately, our originally planned ROI was not achieved due to lost functionality and broken sales promises, leaving us with an email management system that's built more on workarounds than out-of-the-box solutions, requiring considerable time for admin activities that could be avoided by a better-designed system.
Anonymous | TrustRadius Reviewer

Screenshots

Verint Express (formerly KANA Express)

Pricing Details

SurveyLab

General

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

Verint Express (formerly KANA Express)

General

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

Rating Summary

Likelihood to Recommend

SurveyLab
9.1
Verint Express (formerly KANA Express)
3.0

Add comparison