SmileBack Reviews

We can view how we are doing through the customer's eyes.

We can see if we are improving our customer service or if it is something that needs to be worked on.

We have a metric that we like to keep to, and SmileBack helps us track that.

Great value to share with customers.

Great feedback for the techs.

Allowed us to get in front of customers where we may have an image problem.

Great for incentives.

Our mission is to expand happiness in the world, and SmileBack has helped us measure that in a way. We are able to tangibly see the impact our techs are making on our customers and their happiness.

Greatly increased our responses and feedback!

Positive overall.

SmileBack has given us 4-5x Customer Feedback scores, and the ability to reach out and address issues right away with customers. As more data flows in, our plan is to review customer feedback directly with our customers, letting them know their voices and feedback is being heard. While I don't have tangible numbers today, the hope is for SmileBack to directly impact customer retention and in turn loyalty.

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.

With SmileBack our response rate is up 43%!

SmileBack is a cost centre, we are paying for our customers' feedback. I am not sure how to qualify an ROI based on this app's specific function.

50% increase in CSAT responses with SmileBack compared to what we were doing previously

Better awareness of what we are doing both well and badly

Instant feedback on issues that result in less admin time

Can't put this into numbers really but we at least know roughly how happy our clients are and we have used this along with other initiatives to increase customer satisfaction, which you can't necessarily put a price on.

We have been able to address the negative responses immediately.

Providing an upset user an outlet allows for working to rebuild the relationship. Without this outlet, an upset user can become an angry user, and an angry user can become a former client.

SmileBack lets us filter reviews by a technician, letting us see how our techs perform. We also share with them so they know where they stand.

Negative reviews lets us know where pain is so we can right our wrongs.

We have only been using it a few months now and have not had any tangible ROI to date.