15 Ratings
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Score 8.1 out of 100
7 Ratings
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Score 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

Verint Digital Feedback Management (OpinionLab)

OpinionLab is a great way to collect passive feedback from our online users in a simple unobtrusive manner. Easily implemented by most areas of the organization and used to help direct new product development. It can also aid in determining issues with our online tools and processes.
Richard Perroset | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Survey templates
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Themes
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Custom logo/branding
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)

Survey Content

NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Changes to live survey
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Question design help
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Multiple question types
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)

Survey Logic

NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Survey logic flexibility
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)

Survey Reporting & Analytics

NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Response tracking
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Data export
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Standard reports
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Custom reports
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Analytics
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)

Survey Administration & Security

NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Access controls
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)
Compliance
NICE Satmetrix
8.0
Verint Digital Feedback Management (OpinionLab)

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

Verint Digital Feedback Management (OpinionLab)

  • Easily deployed, using either standard templates or custom installs.
  • Easy reporting interface, and good delivery options for automated reports.
  • Extendable methods for extracting real-time voice of the customer comments during product launches, releases or other critical timeframes.
Dieter Davis | 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

Verint Digital Feedback Management (OpinionLab)

  • Add a multi user dashboard.
Alex Corzo | 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

Verint Digital Feedback Management (OpinionLab)

Verint Digital Feedback Management (OpinionLab) 8.0
Based on 1 answer
The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget
Alex Corzo | 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

Verint Digital Feedback Management (OpinionLab)

OpinionLab is more popular than ForeSee with small companies and startups (1-50 employees), while Foresee is more suited for medium-sized companies (51-1000 employees) as well as with large to enterprise companies (1000+ employees). OpinionLab integrates with IBM Tealeaf and Digital Analytics, Salesforce Sales Cloud and FullStory, while Foresee integrates with Nebula CX and UserVoice. Depending on the size of your company and other platforms you need to integrate with it, let those help you decide which of these multi-channel customer experience analytics platform are best for your company.
Richard Perroset | 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

Verint Digital Feedback Management (OpinionLab)

  • OpinionLab has provided very valuable insights, as a method of detection of site issues or customer struggle, where we can tie it to a customer experience in Tealeaf or Clicktale and then quantify the issue.
  • Feedback in customer service applications has also helped us improve our call center agent's experience by allowing them to report application issues on a system that didn't have as much analyst or product development priority, and reduce our average handle time.
Dieter Davis | TrustRadius Reviewer

Pricing Details

NICE Satmetrix

General

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

Verint Digital Feedback Management (OpinionLab)

General

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

Rating Summary

Likelihood to Recommend

NICE Satmetrix
4.0
Verint Digital Feedback Management (OpinionLab)
9.0

Likelihood to Renew

NICE Satmetrix
5.1
Verint Digital Feedback Management (OpinionLab)
8.0

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