What users are saying about
15 Ratings
Top Rated
610 Ratings
15 Ratings
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Score 8.1 out of 100
Top Rated
610 Ratings
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Score 7.9 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

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

NICE Satmetrix
8.0
Zendesk
Survey templates
NICE Satmetrix
8.0
Zendesk
Themes
NICE Satmetrix
8.0
Zendesk
Custom logo/branding
NICE Satmetrix
8.0
Zendesk

Survey Content

NICE Satmetrix
8.0
Zendesk
Changes to live survey
NICE Satmetrix
8.0
Zendesk
Question design help
NICE Satmetrix
8.0
Zendesk
Multiple question types
NICE Satmetrix
8.0
Zendesk

Survey Logic

NICE Satmetrix
8.0
Zendesk
Survey logic flexibility
NICE Satmetrix
8.0
Zendesk

Survey Reporting & Analytics

NICE Satmetrix
8.0
Zendesk
Response tracking
NICE Satmetrix
8.0
Zendesk
Data export
NICE Satmetrix
8.0
Zendesk
Standard reports
NICE Satmetrix
8.0
Zendesk
Custom reports
NICE Satmetrix
8.0
Zendesk
Analytics
NICE Satmetrix
8.0
Zendesk

Survey Administration & Security

NICE Satmetrix
8.0
Zendesk
Access controls
NICE Satmetrix
8.0
Zendesk
Compliance
NICE Satmetrix
8.0
Zendesk

Incident and problem management

NICE Satmetrix
Zendesk
7.8
Organize and prioritize service tickets
NICE Satmetrix
Zendesk
8.2
Expert directory
NICE Satmetrix
Zendesk
7.4
Subscription-based notifications
NICE Satmetrix
Zendesk
6.9
ITSM collaboration and documentation
NICE Satmetrix
Zendesk
7.8
Ticket creation and submission
NICE Satmetrix
Zendesk
8.5
Ticket response
NICE Satmetrix
Zendesk
8.2

Self Help Community

NICE Satmetrix
Zendesk
7.4
External knowledge base
NICE Satmetrix
Zendesk
7.5
Internal knowledge base
NICE Satmetrix
Zendesk
7.2

Multi-Channel Help

NICE Satmetrix
Zendesk
8.0
Customer portal
NICE Satmetrix
Zendesk
7.2
IVR
NICE Satmetrix
Zendesk
8.2
Social integration
NICE Satmetrix
Zendesk
8.4
Email support
NICE Satmetrix
Zendesk
8.0
Help Desk CRM integration
NICE Satmetrix
Zendesk
8.0

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

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George | 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

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo | 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

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford | TrustRadius Reviewer

Usability

NICE Satmetrix

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.2
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | TrustRadius Reviewer

Reliability and Availability

NICE Satmetrix

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood | TrustRadius Reviewer

Performance

NICE Satmetrix

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

NICE Satmetrix

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 6.3
Based on 27 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

NICE Satmetrix

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

NICE Satmetrix

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor | 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

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo | 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

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley | TrustRadius Reviewer

Pricing Details

NICE Satmetrix

General

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

NICE Satmetrix Editions & Modules

Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NICE Satmetrix
4.0
Zendesk
7.0

Likelihood to Renew

NICE Satmetrix
5.1
Zendesk
10.0

Usability

NICE Satmetrix
Zendesk
8.2

Reliability and Availability

NICE Satmetrix
Zendesk
8.6

Performance

NICE Satmetrix
Zendesk
8.0

Support Rating

NICE Satmetrix
Zendesk
6.3

In-Person Training

NICE Satmetrix
Zendesk
10.0

Online Training

NICE Satmetrix
Zendesk
7.9

Implementation Rating

NICE Satmetrix
Zendesk
9.0

Add comparison