Likelihood to Recommend They have done a good job at helping us maintain the integrity of the project while transitioning to a completely new platform. Our Voice of the Customer program happens to consist of multiple surveys within one "master" so I guess logistically it could be considered complex
Read full review If you have many hours to spend on the phone or chat with customer service and want to save $100, ProProfs is your platform. For those with limited time to invest, it's worth spending a bit more to get quality service and functionality without a hassle.
Read full review Pros Confirmit has a fairly shallow learning curve allowing someone with no experience to be able to create a simple survey with not much time invested in training. Confirmit also has the flexibility to be used in very advanced ways. Whether modifying the display/page content's layout or modifying input types with jQuery, it is incredibly adaptable. Confirmit (with v. 18) now collects data in a true SQL database which is far more robust and easy to administrate than some other methods of data storage. Read full review ProProfs is cheaper than its competitors. Read full review Cons Ensure correct data collection. This is Confirmit's main goal, and which sometimes fails to succeed. Integrated data back-up service. It would be great if we could look at the data from a couple days previous. Interactive layout creator. Current layout creator is really "squared" as we say, it needs more flexibility with all the incoming technologies such as HTML5 and CSS3. Read full review [I feel] Customer service closes tickets without resolving the issues first....and there are a lot of issues. I paid for the upgraded version, but couldn't get the upgraded functionality without spending days on the phone, chat, and remote desktop with customer service. We paid for 500 responses/month, but the survey closed before we reached that number. We asked for a refund so we could pay for another month of advertising, but they ignored the request, instead giving us more days to use the platform (not sure how this was supposed to help). Every time you view the Welcome Page, the changes to font and formatting revert back to default and you must re-do them every time. The reports aren't what you expect. They are very limited. I expected Q1- 75% answered Yes, 25% No. Instead the reports are listed across columns in an Excel spreadsheet with every respondent's answer in the rows below. The stats are a bit better, but I don't think you can share them with others. Very limited functionality in the free or 1st upgrade. You need to go to premium and get on the phone with customer service to get basic functions that appear in Survey Monkey. {I think] their advertising is misleading. Read full review Likelihood to Renew From my point of view Confirmit has been a key tool in our organization. Without it we can't deliver what we do at this moment. Confirmit has proved that is a reliable, stable and easy to use tool. The few issues we found (as far as I know) were sent to Confirmit support team and fix them. Patching the product has been done faster and without large downtime of the product
Read full review Usability Confirmit is a very technical tool, it takes time for someone to get used to the interface, even when it could definitely be more intuitive or user friendly, this is part of Confirmit's strenghts that makes it one of the most robust data collection technologies out there.
Read full review They shouldn't have opened for public use before they figured out their tech glitches, functionality, how to report, billing issues, and customer service. [I feel] it's poorly run and creates hassle, negative ROI, and frustration for organizations using the platform. Unfortunately, needing to call or email ProProfs every week to get the platform to work is not a good service model.
Read full review Support Rating The support team is responsive and I can tell that they are actually trying to help get to the heart of the issues before making us try every possible solution available. They ask the right questions and test things before coming back to us with proposals. I like the support team at Confirmit.
Read full review The customer service is not well trained on the issues I've needed to call about. There doesn't seem to be good interaction cross-department at ProProfs and every time I talk to someone new, I have to re-explain the situation or they blame the situation on another department. They don't get quick results for the client.
Read full review Implementation Rating Should let the professionals handle implementation, don't have only the operations team at your company do it.
Read full review Alternatives Considered Forsta has a strong product functionality and performance. Integration capabilities are fantastic and i
t has strong customer focus. Pre-existing relationships also helped in cracking this deal. People at Forsta are helpful and customer centric. Although cost is not highly competitive but it comes close to value for money. Competitors have quite a few functionalities but there are additional charges levied for them.
Read full review ProProfs feel like a garage start-up that didn't really figure out the functionality or customer service before they launched, while Survey Monkey is reputable and reliable. ProProfs has very limited reporting, but Survey Monkey is exactly what you expect with the basic package- analyzing percentages of each response. Survey Monkey is more customizable, even if you have to pay a bit more.
Read full review Return on Investment I love Confirmit, the only negative is that my experience using any other program is always terrible in comparison. I had Confirmit rep come into the office and was disapointed that they didn't have much informaton on how to use it as a researcher in marking research, perhaps employing more internal marketing researchers would help that. Read full review Negative ROI based on extra money spent on upgrading, losing days with the survey not being upgraded on time, losing money on external advertising when the survey closed early, and losing many work hours reaching out to customer service. Read full review ScreenShots ProProfs Survey Maker Screenshots