Likelihood to Recommend
Satmetrix is best suited if you don't currently use
. A lot of its main selling points are negated by the virtue of having
. Case management is in
, reporting is in
, the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as
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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It makes it easy to move from design to development. We collect highly targeted feedback without organizing a meeting to discuss every iteration, saving time and effort. The comments are open-ended and unorganized. But with survey Nudges, we can ask additional questions about design UI/UX.
Read full review Pros 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! Read full review Qualaroo’s question engine connects fragmented data points spread across all the customer feedback gathered from varied sources. Qualaroo allows us to connect with our customers’ questions directly so that we can focus on the most important ones on priority. The insights we get from Qualaroo surveys help us prioritize which hypotheses to formally run as an experiment first, and which to implement straight away. Read full review Cons 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. Read full review I wish the dashboard was a little more interactive so that you can do some deeper analysis - things like filtering out people who answered a certain way I wish the building of the survey "nudge" was easier and more visual - it's a bit clunky and hard to reorder questions. I wish there was a way to add more logic into questions, as you have to duplicate questions to get around this which can make the building process difficult Read full review Likelihood to Renew
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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The micro-survey landscape is evolving very quickly and it seems like there is a new entrant almost every month. I'm generally happy with Qualaroo (we got what we expected) and I like the folks on the Qualaroo team (support is fast and friendly and rarely needed), but there haven't been real improvements to the platform in the last eight months. We will be re-assessing Qualaroo's features and price versus other competitors when our current contract is up.
Read full review Usability
We know the value of consumer feedback and believe that users actually want to be a part of the process. With Qualaroo, we have learnt that people like answering certain types of questions, especially if you ask them something about themselves — like what they want most and their motivations behind purchases — they can’t resist typing a response.
Read full review Reliability and Availability
I've never experienced an outage where Qualaroo was unavailable. I don't think I've even gotten notices for scheduled down/maintenance time. The platform is always available.
Read full review Performance
Our developers complain that Qualaroo is just one of several similar site add-ons that slow down our site performance. I'm skeptical that Qualaroo has any measurable impact on our page load times, but don't have any hard evidence either way. The Qualaroo admin interface and reporting mechanisms are all quick and reliable.
Read full review Support Rating
I have only contacted customer support twice, and they have managed to solve my problem every time. There is a slight waiting time between the query and resolution, but other than that I don’t need to contact them time and again to understand things since their help section is sufficient most of the time.
Read full review In-Person Training
Not available for the Pro edition.
Read full review Online Training
Qualaroo doesn't offer full-blown online training, at least not that I've used or needed. The online help documentation is adequate and Qualaroo-sponsored webinars are informative.
Read full review Implementation Rating
Have your technical team set up the "Identify" feature right out of the gate - this is a "fire and forget" feature. Once it's set up, your data is much more valuable. Also, if there are very specific kinds of page targeting you might imagine doing, have a technical person set up and test at least 2-3 examples of using Qualaroo's regular expression features to achieve this targeting. With a couple good examples in place to work from, it becomes much easier to create your own regular expressions for custom targeting.
Read full review Alternatives Considered
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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Qualaroo makes it very easy to launch a quick survey based on templates or custom questions with an intuitive user interface. It is also very flexible and can be easily integrated with AB testing thanks to the advanced options. Reports are getting better but analytics wise it's still not up to the refinement level of
but it does beat the latter in terms of UI experience. When compared to
, the flexibility on surveys is what stands out and how easy it is to create different survey flows.
Read full review Scalability
Qualaroo's simplicity has its down sides when it comes to scaling. Managing multiple nudges across multiple domains, at least in the Pro edition, is challenging. The active nudges all appear as a single list on the admin home page, automatically grouped by domains. Archived nudges are on a separate tab. It would be helpful to have a folder system to organize nudges. Also, once you have multiple active nudges that are targeted to different sections of your site using regular expressions, it's difficult to keep track of what is appearing where. It's also difficult, if not impossible, to figure out where you may have competing nudges. And there's no ability to assign reporting or configuration access to other members of your team. The Pro edition has a single login, which must be shared if you have multiple staff who want to use Qualaroo.
Read full review Return on Investment 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. Read full review Qualaroo has proven to be extremely useful when it comes to improving conversions. We deployed Qualaroo on our website to survey visitors and uncover their pain points about our landing page. Using the feedback, we made several critical changes to our page, including the visibility of the CTA button, information on the page, and the quality of pictures. Since the implementation, there has been a significant increase in conversions, and our visitors have been getting a lot more value from the landing page. Read full review ScreenShots