SmileBack vs Trustpilot

Likelihood to Recommend

Overall product works well but is no longer price competitive compared to others. It also is not as feature rich as its competitors any more. It was one of the first to market which was great but has not done much improvements since. Would love to see ability to measure project CSAT and other integrations.

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Verified User

Director in Information Technology

Information Technology and Services Company, 11-50 employees

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TrustPilot cannot be trusted. They have consistently removed reviews since I started with them. At first I thought it was a one or two off situation. We recently launched an "ask for reviews" initiative and got several positive reviews and TrustPilot removed all of them, without recourse. This hurts us really badly and initiates drawn-out emails with our customers. TrustPilot is wrong about legitimate reviews and has no clean way to resolve that. They hurt our customer relationships more than helped.

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Isaiah McPeak

COO (Chief Operating Officer)

IsaiahMcPeak.comConsumer Electronics, 11-50 employees

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Pros

Charts and graphs that make it easy for us to share our results internally and also externally when meeting with clients and potential clients.
SmileBack provides a fun set of metrics that our techs can be proud of -- by measuring customer satisfaction and seeing these surveys (especially those with comments) - it really provides them with satisfaction of a job well done!
SmileBack makes it easy to search and filter by the client or by tech (agent) or date range.

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Verified User

Project Manager in Professional Services

Information Technology and Services Company, 11-50 employees

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Completing the review for the customer is a simple process which enables us to receive more feedback.
The Trustpilot account management team is a true partner working with each department to help with adoption across the company.
The Trustpilot development team is a trusted partner with our own internal development team, assisting them with implementation as well as integration with their API.

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Melissa Best

Director of Digital Marketing

TaxSlayer, LLCFinancial Services, 201-500 employees

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Cons

Honestly, I can't find any room for improvement with SmileBack at this time. For what it is designed to do, it is simple, fast and convenient. Just what we were looking for so our customers can drop us a note and get back to making great beer!

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Sarah Bergeron

VP of Delivery

Orchestra SoftwareComputer Software, 11-50 employees

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Removing inaccurate/faulty reviews. It's hard to talk to people about removing some inaccurate reviews.
Product reviews should be visible on search engines too.
Review requests email templates are not the best.

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Verified User

Account Manager in Customer Service

Financial Services Company, 1-10 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Trustpilot 8.0

Based on 1 answer

It's expensive and customer service is not the best.

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Verified User

Account Manager in Customer Service

Financial Services Company, 1-10 employees

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Usability

SmileBack 6.0

Based on 1 answer

Its a simple product to use but could use enhancements in the reporting sections by adding the same filters that are available on other screens.

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Verified User

Director in Information Technology

Information Technology and Services Company, 11-50 employees

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No score

No answers yet

No answers on this topic

Support Rating

SmileBack 9.1

Based on 8 answers

Fantastic support--very honest and direct assistance anytime you need it. My only critique would be for them to "eat more of their own dog food." While I'm sure they've reached out in the past, I can't say that I specifically recall many times that they went out of their way to seek my input as their customer. That said, we rarely needed to contact them as the product works great on its own!

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Jared Miller

NOC Manager

Doberman Technologies, LLCInformation Technology & Services, 11-50 employees

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Trustpilot 8.4

Based on 5 answers

I've rarely had issues and needed support. During the implementation phase we relied on their support heavily and they were very knowledgeable, responsive and helpful. Any questions I've had have been answered promptly by my account manager. They also have a great knowledgebase for self-service support.

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Melissa Best

Director of Digital Marketing

TaxSlayer, LLCFinancial Services, 201-500 employees

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Alternatives Considered

SmileBack is the simplest and most effective software for customer reviews. Since it is simple, it is more likely that the customer will leave a review. We have a high number of reviews left by customers because it is fast and easy for them to do so. We value our client's responses and like to keep an eye on how we are doing with customer service.

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Alice Klink

Helpdesk Manager

Chestnut ConsultingInformation Technology and Services, 11-50 employees

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Selected Trustpilot because of superior integration with the website and Google SERPS. Again, my only complaint would be Trustpilot was relatively more expensive than the other technologies.

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Thomas Pittman

Director of Marketing

Neaman Plastic Surgery and MediSpaHealth, Wellness and Fitness, 11-50 employees

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Return on Investment

We send our clients executive summaries monthly - being able to show not just their KPIs but also the health of surveys to the main contact the reason they hired us and the CSAT scores/comments, it is nearly instant ROI each and every single month. Well worth it.

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Ashley Wiedeman

Platform Manager

NTM National Technology ManagementInformation Technology and Services, 11-50 employees

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We've seen an increase in CTR and CVR while lowering our CPAs using our reviews in our display and social media ads.
Integrating the star rating with our Google Ads was automatic and we saw a lift in CTR when the stars were added.
We saw an uptick in traffic in from our Trustpilot review page to our website.

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Melissa Best

Director of Digital Marketing

TaxSlayer, LLCFinancial Services, 201-500 employees

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Pricing Details

General

Free Trial

Yes

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

SmileBack vs Trustpilot

SmileBack

Trustpilot

Pros

Cons

Likelihood to Renew

Usability

Support Rating

Alternatives Considered

Return on Investment

Screenshots

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?

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