GetFeedback Reviews

Across two companies, my teams have used GetFeedback to discover consumer sentiment, to survey customers about their sales and support experience (net promoter score), and even to solicit content from thought leadership contributors. There are lots of tools you could use for this, but GetFeedback stands out. We started using GetFeedback because it was the only tool with a truly solid Salesforce integration. We ended up using it because it had the best UI and looked absolutely gorgeous. It's fantastic, and the team that supports it is too.

We used Getfeedback to primarily generate NPS and CSAT scores for our existing merchants. IT allowed us to generate value for both our support organization and marketing org, letting us see the results of our campaigns and outreaches to existing merchants. We heavily used the link parameters to have more customization in email.

We use GetFeedback sparingly. We originally signed up because of its integration with Salesforce, we were looking for a way to bring survey data into Salesforce automatically. The Salesforce integration works, but we have previously found other applications that meet our needs in a more robust way. We still use GetFeedback from time to time...mainly as a survey tool.

GetFeedback is currently used as a tool to generate feedback to our clients and allows us to get some valuable infomration from them in an easy manner. Before we first started using it, we found it hard to find out exactly how customers felt and a lot of the time, we were sending out emails. So GetFeedback allows us to offer something more engaging.

GetFeedback is being used predominantly by Marketing and Sales as we look to review our customers on a yearly basis. While finding a survey plug-in could seem relatively easy, it's difficult to keep track of which customer has fed back what and Get Feedback does that all seamlessly,

We are using GetFeedback as our primary survey tool to collect customer sentiment when a support case closes (CSAT), when a PS project closes (PS SAT), and our rolling 6 month Customer Sentiment Survey. The surveys technically span three different departments but all roll up to our Customer Insights team. Some of the big positive about GetFeedback is that we have standardized (almost) all of our surveys into a single vendor which makes data management and reporting much easier. GetFeedback also allows a lot more customization to the look and feel of our surveys to ensure we stay on brand and deliver a consistent user experience. The most impactful feature of GetFeedback is you can embed the responses to an initial question directly into the email. This allows us to capture the 1-5 CSAT rating for a support interaction without the customer having to open up the survey in a separate tab. We have seen a large increase in the amount of initial CSAT responses we receive after implementing this.

One of the big pain points we have with GetFeedback is that it will create duplicate responses, which requires constant reconciliation.

We use GetFeedback internally and externally here are a few of the business problems we've been able to solve:

• Recruiting uses 3 surveys to qualify new job applicants
• Corporate Training uses it to find out what should be adjusted after each new hire training session
• Human Resources uses it for employee stratification and employee of the quarter nominations
• Leads are qualified through the use of what we call our "Solution Builder App"
• Customers are sent surveys when an opportunity is lost to see what we could've done to secure the business