What users are saying about
15 Ratings
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Score 8.1 out of 100
2 Ratings
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Score 8.9 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

Usersnap for Customer Feedback

Definitely a great tool that is way better than just recording web QA feedback in a Google Doc or via email. Everything goes straight into a queue and it is easy to tag what you are talking about with the tool. Leaves less room for misinterpretation and keeps a record of all feedback so nothing gets missed. Filtering within the feedback queue and search functionality to avoid duplicates would be helpful.
Annie Hathaway | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

NICE Satmetrix
8.0
Usersnap for Customer Feedback
Survey templates
NICE Satmetrix
8.0
Usersnap for Customer Feedback
Themes
NICE Satmetrix
8.0
Usersnap for Customer Feedback
Custom logo/branding
NICE Satmetrix
8.0
Usersnap for Customer Feedback

Survey Content

NICE Satmetrix
8.0
Usersnap for Customer Feedback
Changes to live survey
NICE Satmetrix
8.0
Usersnap for Customer Feedback
Question design help
NICE Satmetrix
8.0
Usersnap for Customer Feedback
Multiple question types
NICE Satmetrix
8.0
Usersnap for Customer Feedback

Survey Logic

NICE Satmetrix
8.0
Usersnap for Customer Feedback
Survey logic flexibility
NICE Satmetrix
8.0
Usersnap for Customer Feedback

Survey Reporting & Analytics

NICE Satmetrix
8.0
Usersnap for Customer Feedback
Response tracking
NICE Satmetrix
8.0
Usersnap for Customer Feedback
Data export
NICE Satmetrix
8.0
Usersnap for Customer Feedback
Standard reports
NICE Satmetrix
8.0
Usersnap for Customer Feedback
Custom reports
NICE Satmetrix
8.0
Usersnap for Customer Feedback
Analytics
NICE Satmetrix
8.0
Usersnap for Customer Feedback

Survey Administration & Security

NICE Satmetrix
8.0
Usersnap for Customer Feedback
Access controls
NICE Satmetrix
8.0
Usersnap for Customer Feedback
Compliance
NICE Satmetrix
8.0
Usersnap for Customer Feedback

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

Usersnap for Customer Feedback

  • Organize customer feedback.
  • Provide an easy to use, feature-rich widget that allows users to highlight, comment and even draw on a screenshot of your application.
  • Screenshots that are sent to you include meta-data like the browser user agent, browser console data, screen resolution, etc.
Juan Palma | 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

Usersnap for Customer Feedback

  • When you go into the list of Usersnap feedback you have submitted, there isn't search functionality or filtering so that you can see the feedback of a certain type at a time, or see if you submitted that feedback already.
Annie Hathaway | 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

Usersnap for Customer Feedback

No score
No answers yet
No answers on this topic

Support Rating

NICE Satmetrix

No score
No answers yet
No answers on this topic

Usersnap for Customer Feedback

Usersnap for Customer Feedback 7.0
Based on 1 answer
I am unsure how to rate the support of Usersnap as I did not contact support yet. The tool works well as is. The agency we work with that used the tool didn't need to contact Usersnap support as well. I'm sure the user support on the tool is adequate.
Annie Hathaway | 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

Usersnap for Customer Feedback

Prior to Usersnap we looked at and even tried to bring up Bugzilla, but it requires a lot of maintenance and customization in my opinion. We needed something that was ready to use out of the box, which Usersnap certainly was. The other problem with Bugzilla is that it's mostly for software development bugs, that is, bugs submitted by developers, not really end users. Yes, it can be used by end-users, but not as intuitively as Usersnap.
Juan Palma | 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

Usersnap for Customer Feedback

  • Usersnap has allowed us to implement a solution that allows end-users to communicate with us with very little effort.
Juan Palma | TrustRadius Reviewer

Pricing Details

NICE Satmetrix

General

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

Usersnap for Customer Feedback

General

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

Rating Summary

Likelihood to Recommend

NICE Satmetrix
4.0
Usersnap for Customer Feedback
8.9

Likelihood to Renew

NICE Satmetrix
5.1
Usersnap for Customer Feedback

Support Rating

NICE Satmetrix
Usersnap for Customer Feedback
7.0

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