15 Ratings
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Score 8.2 out of 100
18 Ratings
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Score 8.2 out of 100

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.
Simon Whight | TrustRadius Reviewer

ServiceNow Customer Service Management

As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

NICE Satmetrix
8.0
ServiceNow Customer Service Management
Survey templates
NICE Satmetrix
8.0
ServiceNow Customer Service Management
Themes
NICE Satmetrix
8.0
ServiceNow Customer Service Management
Custom logo/branding
NICE Satmetrix
8.0
ServiceNow Customer Service Management

Survey Content

NICE Satmetrix
8.0
ServiceNow Customer Service Management
Changes to live survey
NICE Satmetrix
8.0
ServiceNow Customer Service Management
Question design help
NICE Satmetrix
8.0
ServiceNow Customer Service Management
Multiple question types
NICE Satmetrix
8.0
ServiceNow Customer Service Management

Survey Logic

NICE Satmetrix
8.0
ServiceNow Customer Service Management
Survey logic flexibility
NICE Satmetrix
8.0
ServiceNow Customer Service Management

Survey Reporting & Analytics

NICE Satmetrix
8.0
ServiceNow Customer Service Management
Response tracking
NICE Satmetrix
8.0
ServiceNow Customer Service Management
Data export
NICE Satmetrix
8.0
ServiceNow Customer Service Management
Standard reports
NICE Satmetrix
8.0
ServiceNow Customer Service Management
Custom reports
NICE Satmetrix
8.0
ServiceNow Customer Service Management
Analytics
NICE Satmetrix
8.0
ServiceNow Customer Service Management

Survey Administration & Security

NICE Satmetrix
8.0
ServiceNow Customer Service Management
Access controls
NICE Satmetrix
8.0
ServiceNow Customer Service Management
Compliance
NICE Satmetrix
8.0
ServiceNow Customer Service Management

Incident and problem management

NICE Satmetrix
ServiceNow Customer Service Management
8.4
Organize and prioritize service tickets
NICE Satmetrix
ServiceNow Customer Service Management
8.4
Expert directory
NICE Satmetrix
ServiceNow Customer Service Management
7.9
Subscription-based notifications
NICE Satmetrix
ServiceNow Customer Service Management
8.1
ITSM collaboration and documentation
NICE Satmetrix
ServiceNow Customer Service Management
8.4
Ticket creation and submission
NICE Satmetrix
ServiceNow Customer Service Management
9.0
Ticket response
NICE Satmetrix
ServiceNow Customer Service Management
8.3

Self Help Community

NICE Satmetrix
ServiceNow Customer Service Management
8.4
External knowledge base
NICE Satmetrix
ServiceNow Customer Service Management
8.4
Internal knowledge base
NICE Satmetrix
ServiceNow Customer Service Management
8.5

Multi-Channel Help

NICE Satmetrix
ServiceNow Customer Service Management
8.6
Customer portal
NICE Satmetrix
ServiceNow Customer Service Management
8.8
IVR
NICE Satmetrix
ServiceNow Customer Service Management
8.8
Social integration
NICE Satmetrix
ServiceNow Customer Service Management
8.8
Email support
NICE Satmetrix
ServiceNow Customer Service Management
7.7
Help Desk CRM integration
NICE Satmetrix
ServiceNow Customer Service Management
8.7

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!
Geoff Gardner, MSPM, MBCS, CITP | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Best in class workflow - end to end.
  • Best in class user interface - across entities: clients, employees, workflow developers.
  • AI engine support to find the logical correlation between the events and proactive measures to address them.
Anonymous | TrustRadius Reviewer

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.
Lawrence Kravitz | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Usability

NICE Satmetrix

No score
No answers yet
No answers on this topic

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Anonymous | TrustRadius Reviewer

Support Rating

NICE Satmetrix

No score
No answers yet
No answers on this topic

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow has a lot of easy options and easy tracking methods which will help [it] to stay a standout when compared to other tools. It has its own taste in it which is loved by millions.It's a top notch tool and I use it every day to maintain a track of my tickets with the users.
Anonymous | TrustRadius Reviewer

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.
Rob Ellison | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Return on investment for resource allocation
  • Increased communication across various teams
  • If there isn't proper routing set up this can cause a lot of headaches so ensure you have it mapped out properly
Anonymous | TrustRadius Reviewer

Pricing Details

NICE Satmetrix

General

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

ServiceNow Customer Service Management

General

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

Rating Summary

Likelihood to Recommend

NICE Satmetrix
4.0
ServiceNow Customer Service Management
8.1

Likelihood to Renew

NICE Satmetrix
5.1
ServiceNow Customer Service Management

Usability

NICE Satmetrix
ServiceNow Customer Service Management
10.0

Support Rating

NICE Satmetrix
ServiceNow Customer Service Management
9.0

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