Satmetrix (discontinued) vs. Survicate

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.

Incentivized

Survicate is well suited for very basic intercept polls and is less suited for more complex surveying tasks (e.g., anything more than basic skip-logic or surveying niche cohorts) and longitudinal surveying (e.g., comparing responses from the same or similar cohorts year over year).

Incentivized

• 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!

• IMO, the strengths of feedback lite is what it is called for - 'lite"... it is basic, simple, and easy to set up and use.
• Especially should be mention that it is easy to set up, and you can have it working in less than a few hours.
• Reliable - I don't remember even one "problem" or an issue we experienced with it.

Incentivized

• 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.

Incentivized

• In my opinion, inconsistent and visually unappealing survey visuals (e.g., NPS and cSAT questions look completely different from each other, creating a disjointed visual experience)
• Poor customer service (in my experience, issue resolution can take weeks)
• Lack of clarity around API & other technical capabilities requiring engineering assistance
• Very limited maximum response limit per month

Incentivized

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.

Incentivized

We use Survicate for now, over 7 years, and the tool is being constantly improved. New features and products has been introduced over the years. The team listens to our feedback we sometimes share, and improve the product based on that. We really appreciate being supported by the Customer Success, all the insights and help we got from them. And even though they introduced many new features over the years, the tool still remained super easy to use, even from new employees that join our team

It's rare to use products that offer wide range of features, and yet are really ease to use. Over the years, the product has changed a lot, they introduced numerous new features, but the product remained really simple to use. We know it, because new employees who join our team, have no problem in starting to use Survicate on their own, without and dedicated training. The UI is really clear.

We had a lot of issues during implementation that required help from Survicate's engineers. In my experience, it took us over 4 weeks to be fully up and running due to lag times in communication.

Incentivized

Setup was simple. One-time installation for our website and inside the product. We used Google Tag Manager to implement Survicate. So within 2 hours, we were able to run surveys, and also all attributes and events were passed to Survicate, so that we were able to use them to trigger surveys

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.

Considering the simplicity of the need, and the cost of such solution (~600$/yr), I don't think there was very deep research for any alternatives. The main alternative was embedding a feedback tool "organically" into our site, that option was taken off the table, for strategic considerations.

Incentivized

• 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.

Incentivized

• We had a business need - to collect feedback on our support knowledge base content. Feedback Lite fulfills this need, with simple, easy to use, solution.

Incentivized