NICE Satmetrix
16 Ratings
Salesforce Experience Cloud
Top Rated
274 Ratings

NICE Satmetrix

16 Ratings
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Score 8 out of 100

Based on 16 reviews and ratings

Salesforce Experience Cloud

Top Rated
274 Ratings
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Score 8.7 out of 100

Based on 274 reviews and ratings

Feature Set Ratings

    Survey Format & Appearance

    8.0

    NICE Satmetrix

    80%

    Salesforce Experience Cloud

    Feature Set Not Supported
    N/A
    NICE Satmetrix ranks higher in 3/3 features
    NICE Satmetrix ranks higher in 3/3 features

    Survey templates

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Themes

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Custom logo/branding

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Survey Content

    8.0

    NICE Satmetrix

    80%

    Salesforce Experience Cloud

    Feature Set Not Supported
    N/A
    NICE Satmetrix ranks higher in 3/3 features
    NICE Satmetrix ranks higher in 3/3 features

    Changes to live survey

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Question design help

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Multiple question types

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Survey Logic

    8.0

    NICE Satmetrix

    80%

    Salesforce Experience Cloud

    Feature Set Not Supported
    N/A
    NICE Satmetrix ranks higher in 1/1 features
    NICE Satmetrix ranks higher in 1/1 features

    Survey logic flexibility

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Survey Reporting & Analytics

    8.0

    NICE Satmetrix

    80%

    Salesforce Experience Cloud

    Feature Set Not Supported
    N/A
    NICE Satmetrix ranks higher in 5/5 features
    NICE Satmetrix ranks higher in 5/5 features

    Response tracking

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Data export

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Standard reports

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Custom reports

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Analytics

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Survey Administration & Security

    8.0

    NICE Satmetrix

    80%

    Salesforce Experience Cloud

    Feature Set Not Supported
    N/A
    NICE Satmetrix ranks higher in 2/2 features
    NICE Satmetrix ranks higher in 2/2 features

    Access controls

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Compliance

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Salesforce Experience Cloud is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    4.0

    NICE Satmetrix

    40%
    7 Ratings
    8.8

    Salesforce Experience Cloud

    88%
    50 Ratings

    Likelihood to Renew

    5.1

    NICE Satmetrix

    51%
    5 Ratings

    Salesforce Experience Cloud

    N/A
    0 Ratings

    Usability

    NICE Satmetrix

    N/A
    0 Ratings
    9.4

    Salesforce Experience Cloud

    94%
    4 Ratings

    Performance

    NICE Satmetrix

    N/A
    0 Ratings
    9.1

    Salesforce Experience Cloud

    91%
    10 Ratings

    Support Rating

    NICE Satmetrix

    N/A
    0 Ratings
    7.6

    Salesforce Experience Cloud

    76%
    33 Ratings

    Likelihood to Recommend

    NICE Satmetrix

    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 | TrustRadius Reviewer
    Simon Whight
    View all 7 answers on this topic

    Salesforce Experience Cloud

    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 | TrustRadius Reviewer
    Jason Guinn
    View all 50 answers on this topic

    Pros

    NICE Satmetrix

    • 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 | TrustRadius Reviewer
    Geoff Gardner, MSPM, MBCS, CITP
    View all 7 answers on this topic

    Salesforce Experience Cloud

    • 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 | TrustRadius Reviewer
    Pedro Henrique de Almeida
    View all 50 answers on this topic

    Cons

    NICE Satmetrix

    • 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 | TrustRadius Reviewer
    Lawrence Kravitz
    View all 7 answers on this topic

    Salesforce Experience Cloud

    • 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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 50 answers on this topic

    Pricing Details

    NICE Satmetrix

    General

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

    Starting Price

    —

    Salesforce Experience Cloud

    General

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

    Starting Price

    —

    Likelihood to Renew

    NICE Satmetrix

    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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 5 answers on this topic

    Salesforce Experience Cloud

    No score
    No answers yet
    No answers on this topic

    Usability

    NICE Satmetrix

    No score
    No answers yet
    No answers on this topic

    Salesforce Experience Cloud

    Salesforce Experience 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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 4 answers on this topic

    Performance

    NICE Satmetrix

    No score
    No answers yet
    No answers on this topic

    Salesforce Experience Cloud

    Salesforce Experience 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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 10 answers on this topic

    Support Rating

    NICE Satmetrix

    No score
    No answers yet
    No answers on this topic

    Salesforce Experience Cloud

    Salesforce Experience Cloud 7.6
    Based on 33 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 | TrustRadius Reviewer
    Joseph Alleruzzo
    View all 33 answers on this topic

    Alternatives Considered

    NICE Satmetrix

    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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 7 answers on this topic

    Salesforce Experience Cloud

    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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 50 answers on this topic

    Return on Investment

    NICE Satmetrix

    • 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 | TrustRadius Reviewer
    Rob Ellison
    View all 7 answers on this topic

    Salesforce Experience Cloud

    • 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

    Read full review

    Nathan Baker | TrustRadius Reviewer
    Nathan Baker
    View all 50 answers on this topic

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