NICE Satmetrix vs Usersnap for Customer Feedback

Likelihood to Recommend

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

Senior Salesforce CRM Analyst

Citation Professional SolutionsLegal Services, 201-500 employees

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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.

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Annie Hathaway

Sr. Manager, Digital Marketing

KyribaComputer Software, 501-1000 employees

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Feature Rating Comparison

NICE Satmetrix

Usersnap for Customer Feedback

Survey templates

Themes

Custom logo/branding

NICE Satmetrix

Usersnap for Customer Feedback

Changes to live survey

Question design help

Multiple question types

NICE Satmetrix

Usersnap for Customer Feedback

Survey logic flexibility

NICE Satmetrix

Usersnap for Customer Feedback

Response tracking

Data export

Standard reports

Custom reports

Analytics

NICE Satmetrix

Usersnap for Customer Feedback

Access controls

Compliance

Pros

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

Global PMO Lead, Red Hat Services/Consulting

Red HatComputer Software, 5001-10,000 employees

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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.

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Juan Palma

Software Development Manager

Ventus WirelessTelecommunications, 51-200 employees

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Cons

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

Training Manager

OpenLink FinancialComputer Software, 1001-5000 employees

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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.

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Annie Hathaway

Sr. Manager, Digital Marketing

KyribaComputer Software, 501-1000 employees

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Likelihood to Renew

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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Verified User

Manager in Marketing

Market Research Company, 10,001+ employees

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No score

No answers yet

No answers on this topic

Support Rating

No score

No answers yet

No answers on this topic

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.

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Annie Hathaway

Sr. Manager, Digital Marketing

KyribaComputer Software, 501-1000 employees

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Alternatives Considered

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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Verified User

Manager in Sales

Information Services Company, 51-200 employees

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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.

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Juan Palma

Software Development Manager

Ventus WirelessTelecommunications, 51-200 employees

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Return on Investment

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

VP of Customer Loyalty

SAVVISInformation Technology and Services, 1001-5000 employees

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Usersnap has allowed us to implement a solution that allows end-users to communicate with us with very little effort.

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Juan Palma

Software Development Manager

Ventus WirelessTelecommunications, 51-200 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

NICE Satmetrix

Usersnap for Customer Feedback

NICE Satmetrix

Usersnap for Customer Feedback

NICE Satmetrix

Usersnap for Customer Feedback

Likelihood to Recommend

NICE Satmetrix

Usersnap for Customer Feedback

Feature Rating Comparison

Survey templates

Themes

Custom logo/branding

Changes to live survey

Question design help

Multiple question types

Survey logic flexibility

Response tracking

Data export

Standard reports

Custom reports

Analytics

Access controls

Compliance

Pros

NICE Satmetrix

Usersnap for Customer Feedback

Cons

NICE Satmetrix

Usersnap for Customer Feedback

Likelihood to Renew

NICE Satmetrix

Usersnap for Customer Feedback

Support Rating

NICE Satmetrix

Usersnap for Customer Feedback

Alternatives Considered

NICE Satmetrix

Usersnap for Customer Feedback

Return on Investment

NICE Satmetrix

Usersnap for Customer Feedback

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Rating Summary

Add comparison