NICE Satmetrix vs. TINYpulse

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.

Incentivized

Well-suited for companies looking to get better feedback from employees. It's probably perfect for my organization (around 80 employees) because our COO can respond directly to our concerns. It might be less effective for larger organizations, but I can't speak much to that.

Incentivized

• 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!

• TINYpulse provides a nice, prepackaged survey platform with a library of suggested questions to use and hard-coded timelines and processes... so it is truly a "plug and play" tool.
• The platform produces some graphics and other methodology for assisting HR in delivering survey results to the rest of the executive team and/or to share with employees.
• TINYpulse does a DYNAMIC job in selling the message that the employee's responses are anonymous. Not sure if it is a generational issue or the result of younger generations watching a parent go thru a RIF or other job elimination, but the notion of radically-candid feedback is not one which I've found to be present with many Millennials (here or in past organizations), so this is a big selling point for TINYpulse.
• The TINYpulse platform offers a "Cheers for Peers" program, allowing the company to promote another form of peer-to-peer recognition which can even be linked to Slack (or nearly any business-based instant messaging system) to create a constant feed for all to see those receiving recognition for going above-and-beyond.

Incentivized

• 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.

Incentivized

• TINYpulse sometimes makes updates to their app and website, and when navigating as an admin, I have found some of the links to be broken after an update.
• The pricing structure of TINYpulse has changed since we first began using it, changing from a pay per user amount to a bulk-buy amount. This led to some confusion when we went to add more users.

Incentivized

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.

Incentivized

Self explanatory and easy to use. Email notifications help to remind users what they have to do. Very simple and straightforward user interface.

Incentivized

I have never experienced an outage or technical problem with TinyPluse.

Incentivized

Site always loads properly and running efficiently

Incentivized

I have not interacted with the support team.

Incentivized

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.

TINYpulse provided the most-competitive pricing of all vendors considered, with the greatest flexibility of use with desktop, mobile app, and operating system. While customer support proposed by others appeared to be closer to "live" or real-time, with closer to the 24/7 kind of environment in which we live/work in today, budget was a driving factor for us.

Incentivized

Easy to deploy, create and add accounts.

Incentivized

• 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.

Incentivized

• It's an easy way to get feedback and suggestions. I think it contributes to the team culture of wanting to always question and improve.
• It's an easy way to build rapport among teammates and I think contributes to overall sense of team building (especially for a dispersed team).
• It's an easy way to keep your finger on the overall pulse of the team and allows management to be able to quickly address any frustrations or issues before they become bigger concerns.

Incentivized