NICE Satmetrix vs Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Likelihood to Recommend

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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Simon Whight

Senior Salesforce CRM Analyst

Citation Professional SolutionsLegal Services, 201-500 employees

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Salesforce Experience Cloud is well-suited for organizations that have clients who periodically or routinely need to access historical data or documents. The product also offers an exceptionally effective tool to engage with customers around support/service issues and the entire Case management functionality built into the Salesforce platform. The product might be less well-suited in environments where there is exceptionally high staff turnover within customer accounts, or where there is a substantial lack of very basic computer skills.

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Jason Guinn

Chief Financial Officer

Clinical Management Concepts, Inc.Pharmaceuticals, 51-200 employees

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Feature Rating Comparison

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Survey templates

Themes

Custom logo/branding

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Changes to live survey

Question design help

Multiple question types

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Survey logic flexibility

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Response tracking

Data export

Standard reports

Custom reports

Analytics

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Access controls

Compliance

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!

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Geoff Gardner, MSPM, MBCS, CITP

Global PMO Lead, Red Hat Services/Consulting

Red HatComputer Software, 5001-10,000 employees

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Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required

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Pedro Henrique de Almeida

Salesforce Developer Intern

JFOX IT PartnersInformation Technology and Services, 11-50 employees

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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.

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Lawrence Kravitz

Training Manager

OpenLink FinancialComputer Software, 1001-5000 employees

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The documentation for implementing Experience Cloud can be a bit confusing as their rebranding hasn't made it's way into all articles, resulting in different terminology being used to refer to the same thing
Some things are not as intuitive regarding their customizability, so there's a bit of a learning curve (i.e. Lightning apps can't be used to customize layouts in Experience Cloud)

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Verified User

Manager in Other

Computer Software Company, 51-200 employees

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Likelihood to Renew

NICE Satmetrix 5.1

Based on 5 answers

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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Verified User

Manager in Marketing

Market Research Company, 10,001+ employees

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No score

No answers yet

No answers on this topic

Usability

No score

No answers yet

No answers on this topic

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 9.4

Based on 4 answers

Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it

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Verified User

Employee in Marketing

Information Technology and Services Company, 51-200 employees

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Performance

No score

No answers yet

No answers on this topic

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 9.1

Based on 10 answers

It's delivered on our original requirements and we've found ways to grow its usage. We continue to build on our original success and we can report our data out to leadership to show a true return on investment which is great for growing support and expanding uses for the system.

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Verified User

Project Manager in Marketing

Automotive Company, 5001-10,000 employees

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Support Rating

No score

No answers yet

No answers on this topic

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 7.6

Based on 35 answers

We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.

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Joseph Alleruzzo

Associate Director, Client Leadership for Michelin

Havas Media GroupMarketing and Advertising, 5001-10,000 employees

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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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Verified User

Manager in Sales

Information Services Company, 51-200 employees

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I have used Datatel/Colleague/Recruiter before. There were issues because only one person at the institution was able to have the student's record open at a time. This was problematic when collaboration between departments was necessary especially in the case of admissions, financial aid, and registration. We also had to do our work and then log out before asking a questions of another department. Sometimes simultaneous use was necessary. However, this was years ago and they may have since updated the program.

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Verified User

Employee in Customer Service

Education Management Company, 501-1000 employees

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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.

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Rob Ellison

VP of Customer Loyalty

SAVVISInformation Technology and Services, 1001-5000 employees

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Improved online admission application completion rates from mid-60%s to mid-80%s.
Positive user experience from start-to-finish to leverage one data system for all prospective student data
Fewer data integrations transforming and loading sensitive student data by leveraging Salesforce Community Cloud to access already existing data

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Nathan Baker

Director of Recruitment and Analytics

Taylor UniversityHigher Education, 201-500 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Likelihood to Recommend

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Feature Rating Comparison

Survey templates

Themes

Custom logo/branding

Changes to live survey

Question design help

Multiple question types

Survey logic flexibility

Response tracking

Data export

Standard reports

Custom reports

Analytics

Access controls

Compliance

Pros

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Cons

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Likelihood to Renew

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Usability

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Performance

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Support Rating

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Alternatives Considered

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Return on Investment

NICE Satmetrix

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Rating Summary

Add comparison