What users are saying about
15 Ratings
10 Ratings
15 Ratings
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Score 8.1 out of 100
10 Ratings
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Score 7.7 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

Usabilla

Usabilla is a great tool for collecting feedback on many websites, especially if those sites are related (in the same portfolio). It is pretty easy to implement and easy to manage and measure what's happening on your sites. My primary negative piece of feedback is that I wish we had a lot more control on how to style and brand the surveys since it can be hard to match your branding. Other than that, it's a very solid tool for simple feedback collection and triggering campaign-style surveys.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

NICE Satmetrix
8.0
Usabilla
6.6
Survey templates
NICE Satmetrix
8.0
Usabilla
6.7
Themes
NICE Satmetrix
8.0
Usabilla
6.4
Custom logo/branding
NICE Satmetrix
8.0
Usabilla
6.7

Survey Content

NICE Satmetrix
8.0
Usabilla
8.6
Changes to live survey
NICE Satmetrix
8.0
Usabilla
9.0
Question design help
NICE Satmetrix
8.0
Usabilla
8.3
Multiple question types
NICE Satmetrix
8.0
Usabilla
8.3

Survey Logic

NICE Satmetrix
8.0
Usabilla
7.3
Survey logic flexibility
NICE Satmetrix
8.0
Usabilla
7.3

Survey Reporting & Analytics

NICE Satmetrix
8.0
Usabilla
8.9
Response tracking
NICE Satmetrix
8.0
Usabilla
9.2
Data export
NICE Satmetrix
8.0
Usabilla
9.2
Standard reports
NICE Satmetrix
8.0
Usabilla
9.2
Custom reports
NICE Satmetrix
8.0
Usabilla
Analytics
NICE Satmetrix
8.0
Usabilla
8.0

Survey Administration & Security

NICE Satmetrix
8.0
Usabilla
8.7
Access controls
NICE Satmetrix
8.0
Usabilla
9.0
Compliance
NICE Satmetrix
8.0
Usabilla
8.4

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

Usabilla

  • Reporting - well designed, clear to all users regardless of level of knowledge.
  • Two options for feedback - passive and active (pop-ups).
  • Clean UI & easy to use platform.
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

Usabilla

  • Styling and positioning of the 'Feedback' button could be improved with more options provided. Right now it seems very basic.
  • Triggered surveys and popups would also benefit for more styling and control over how the survey is presented to users. Sometimes it can be hard to match your brand to the out-of-box options available. I've seen more flexible versions of this in other providers.
  • Notifications of negative feedback (delivered via email) could be improved. We like to try and take immediate action and the notifications haven't always made this possible. I'd also like to see more notification options added to triggered campaigns and surveys.
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

Usabilla

No score
No answers yet
No answers on this topic

Support Rating

NICE Satmetrix

No score
No answers yet
No answers on this topic

Usabilla

Usabilla 9.0
Based on 1 answer
Support has been very good and they have been willing to help educate us so that we can use the tool better, too.
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

Usabilla

No 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.
Rob Ellison | TrustRadius Reviewer

Usabilla

  • Positive - gave us more insight into our user's journey post purchase.
  • Positive - let us know what problems our users were having with our account portal through moment of truth surveys.
  • Positive - gave us numbers to show to leadership that quantified the digital customer experience.
Anonymous | TrustRadius Reviewer

Pricing Details

NICE Satmetrix

General

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

Usabilla

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?

Rating Summary

Likelihood to Recommend

NICE Satmetrix
4.0
Usabilla
8.8

Likelihood to Renew

NICE Satmetrix
5.1
Usabilla

Support Rating

NICE Satmetrix
Usabilla
9.0

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