NICE Satmetrix vs. Qualaroo Insights

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Qualaroo
Score 8.3 out of 10
N/A
Qualaroo Insights allows you to survey or nudge site visitors at various stages of their visit, to gather insights and generate sales leads.
$199
per month
Pricing
NICE SatmetrixQualaroo Insights
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
NICE SatmetrixQualaroo
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
NICE SatmetrixQualaroo Insights
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
NICE Satmetrix
8.0
2 Ratings
4% above category average
Qualaroo Insights
9.3
12 Ratings
19% above category average
Survey templates8.02 Ratings9.011 Ratings
Themes8.02 Ratings8.910 Ratings
Custom logo/branding8.02 Ratings9.910 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
NICE Satmetrix
8.0
2 Ratings
6% below category average
Qualaroo Insights
9.7
11 Ratings
13% above category average
Changes to live survey8.02 Ratings9.811 Ratings
Question design help8.02 Ratings9.610 Ratings
Multiple question types8.02 Ratings9.711 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
NICE Satmetrix
8.0
2 Ratings
2% below category average
Qualaroo Insights
9.2
12 Ratings
12% above category average
Survey logic flexibility8.02 Ratings9.212 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
NICE Satmetrix
8.0
2 Ratings
1% below category average
Qualaroo Insights
9.6
12 Ratings
17% above category average
Response tracking8.02 Ratings9.212 Ratings
Data export8.02 Ratings9.812 Ratings
Standard reports8.02 Ratings9.911 Ratings
Custom reports8.02 Ratings9.211 Ratings
Analytics8.02 Ratings9.911 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
NICE Satmetrix
8.0
2 Ratings
4% below category average
Qualaroo Insights
9.8
11 Ratings
16% above category average
Access controls8.02 Ratings9.811 Ratings
Compliance8.02 Ratings9.811 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
NICE Satmetrix
-
Ratings
Qualaroo Insights
9.4
10 Ratings
16% above category average
Vendor-offered crowdsourcing00 Ratings9.87 Ratings
Respondent restrictions00 Ratings9.09 Ratings
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User Ratings
NICE SatmetrixQualaroo Insights
Likelihood to Recommend
4.0
(7 ratings)
9.7
(16 ratings)
Likelihood to Renew
5.1
(5 ratings)
8.1
(3 ratings)
Usability
-
(0 ratings)
9.8
(9 ratings)
Availability
-
(0 ratings)
10.0
(2 ratings)
Performance
-
(0 ratings)
8.0
(2 ratings)
Support Rating
-
(0 ratings)
9.7
(12 ratings)
Implementation Rating
-
(0 ratings)
9.0
(4 ratings)
Product Scalability
-
(0 ratings)
5.0
(1 ratings)
User Testimonials
NICE SatmetrixQualaroo Insights
Likelihood to Recommend
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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Qualaroo
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.
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Pros
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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Qualaroo
  • 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.
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Cons
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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Qualaroo
  • 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
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Likelihood to Renew
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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Qualaroo
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.
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Usability
NICE Systems
No answers on this topic
Qualaroo
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.
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Reliability and Availability
NICE Systems
No answers on this topic
Qualaroo
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.
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Performance
NICE Systems
No answers on this topic
Qualaroo
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.
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Support Rating
NICE Systems
No answers on this topic
Qualaroo
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.
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In-Person Training
NICE Systems
No answers on this topic
Qualaroo
Not available for the Pro edition.
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Online Training
NICE Systems
No answers on this topic
Qualaroo
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.
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Implementation Rating
NICE Systems
No answers on this topic
Qualaroo
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.
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Alternatives Considered
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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Qualaroo
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 SurveyMonkey but it does beat the latter in terms of UI experience. When compared to SurveyGizmo, the flexibility on surveys is what stands out and how easy it is to create different survey flows.
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Scalability
NICE Systems
No answers on this topic
Qualaroo
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.
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Return on Investment
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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Qualaroo
  • 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.
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ScreenShots