NICE Satmetrix vs UserZoom

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.

Read full review

Simon Whight

Senior Salesforce CRM Analyst

Citation Professional SolutionsLegal Services, 201-500 employees

View all 7 answers on this topic

It is expensive. It is warrented if your organization has a high volume of studies and is mature enough to do more than qualitative usability testing. On the other hand, if you find yourself doing many surveys (large or small), usability tests, etc. there is cost savings due to the recruiting cost being the only thing you pay for... by the way, you will have to figure out how the coordinate the recruiting, but UserZoom is so helpful with this process and I think recently they have made efforts to bring those solutions in house.

Read full review

Verified User

Vice-President in Research & Development

Internet Company, 10,001+ employees

View all 8 answers on this topic

Feature Rating Comparison

NICE Satmetrix

UserZoom

Survey templates

Themes

Custom logo/branding

NICE Satmetrix

UserZoom

Changes to live survey

Question design help

Multiple question types

NICE Satmetrix

UserZoom

Survey logic flexibility

NICE Satmetrix

UserZoom

Response tracking

Data export

Standard reports

Custom reports

Analytics

NICE Satmetrix

UserZoom

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!

Read full review

Geoff Gardner, MSPM, MBCS, CITP

Global PMO Lead, Red Hat Services/Consulting

Red HatComputer Software, 5001-10,000 employees

View all 7 answers on this topic

Offers a wide variety of testing types: Click Testing, Card Sorting, and Screen Recording.
Post-Test Reporting helps make sense of the pass/failure rate of certain tasks (and participants).
It is relatively easy to add and edit tasks for users.

Read full review

Joshua Melder

Customer Account Manager

QuadPrinting, 10,001+ employees

View all 8 answers on this topic

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.

Read full review

Lawrence Kravitz

Training Manager

OpenLink FinancialComputer Software, 1001-5000 employees

View all 7 answers on this topic

Though detailed, instructions can be a touch confusing.
Can be hard to use and not the most intuitive for a complete beginner
Interface a bit dated

Read full review

Craige Hardel

Founder

Hardel Enterprise SolutionsMarketing and Advertising, 1-10 employees

View all 8 answers on this topic

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.

Read full review

Verified User

Manager in Marketing

Market Research Company, 10,001+ employees

View all 5 answers on this topic

UserZoom 10.0

Based on 1 answer

I'm actually trying to get a license for my current job at my current company (recently moved to a new company). I gave it this rating because I am about to go to our executive to ask that we purchase it! I know that there will be value because we are forecasting a high volume of research next year

Read full review

Verified User

Vice-President in Research & Development

Internet Company, 10,001+ employees

View all 1 answers on this topic

Usability

No score

No answers yet

No answers on this topic

UserZoom 7.0

Based on 1 answer

It passes, but can be cumbersome for people not used to usability tools. As good as their application is, it can be a touch distracting navigating or guessing where things may be. With that said, UserZoom does most things well.

Read full review

Craige Hardel

Founder

Hardel Enterprise SolutionsMarketing and Advertising, 1-10 employees

View all 1 answers on this topic

Support Rating

No score

No answers yet

No answers on this topic

UserZoom 7.5

Based on 2 answers

From my experience, the UserZoom team has really done a great job answering the limited questions we have given them thus far. I think the platform is popular enough that many of my questions have been answered by their help pages - or other online content with helpful tips and tricks. I think the community has done a nice job of providing end-user tutorials for those who are new to the platform.

Read full review

Joshua Melder

Customer Account Manager

QuadPrinting, 10,001+ employees

View all 2 answers on this topic

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.

Read full review

Verified User

Manager in Sales

Information Services Company, 51-200 employees

View all 7 answers on this topic

Most comparative products that we've used/seen are in-house developed tools, data scientist-based research with a few other tools used in the process such as Validately. UserZoom is a nearly perfect tool as results are real-time, authentic and can capture real-experience results at scale. The increase in pricing came when so few purpose-built alternatives followed suit.

Read full review

Jackie Bassett

NEJM Insights Council

NEJM GroupHospital & Health Care, 11-50 employees

View all 8 answers on this topic

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.

Read full review

Rob Ellison

VP of Customer Loyalty

SAVVISInformation Technology and Services, 1001-5000 employees

View all 7 answers on this topic

Validate suspected usability issues by having users validate our hypotheses
Provide a starting point to build a usability testing department, part of the UX department

Read full review

Andres Podesta

Principal, Web design and Usability

Herbalife InternationalHealth, Wellness and Fitness, 1001-5000 employees

View all 8 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

NICE Satmetrix

UserZoom

NICE Satmetrix

UserZoom

NICE Satmetrix

UserZoom

NICE Satmetrix

UserZoom

Likelihood to Recommend

NICE Satmetrix

UserZoom

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

UserZoom

Cons

NICE Satmetrix

UserZoom

Likelihood to Renew

NICE Satmetrix

UserZoom

Usability

NICE Satmetrix

UserZoom

Support Rating

NICE Satmetrix

UserZoom

Alternatives Considered

NICE Satmetrix

UserZoom

Return on Investment

NICE Satmetrix

UserZoom

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