Best survey app integrated with Salesforce
December 10, 2015

Best survey app integrated with Salesforce

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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Team

Overall Satisfaction with Clicktools

Clicktools is used across the whole organization to collect our clients and other stakeholders' feedback on our services, conduct internal staff surveys, and gather benchmarking data in the sector that we operate in.
  • Integration with Salesforce: it is critical to us as we use Salesforce, and a lot of record management is automated thanks to great Clicktools integration with Salesforce.
  • Responsiveness of technical support: a lot of program staff across our organization use Clicktools every day, so having a quick response time to troubleshoot arising issues is important.
  • User-friendly interface: Clicktools improved their interface to make it more user-friendly which improves efficiency.
  • Better integration with Salesforce: Having the software open the last point where a user left off can further improve time efficiency. We land on Clicktools' page from our Salesforce accounts, so Clicktools has a shorter memory span than Salesforce. It frequently requires users to log in if they stepped away for a few minutes. So to get where one left off, he/she needs to log into Salesforce, select the Clicktools app in the drop-down in the upper right corner, click on Clicktools tab in the top navigation bar, click on CallidusCloud logo and only from there find the most recent survey. It would be nice if the path was shorter.
  • Th data import feature stopped working after the most recent round of upgrades. We often do benchmarking and need to merge surveys done by partners using other applications. We used to be able to upload our own historic or third party data for a quick merge of survey results into Clicktools to run an automatic report. Now we cannot do it even with the survey results downloaded for archival purposes from Clicktools itself in the import format. It has been months since I have raised this case and still no resolution.
  • It would be nice to have some basic qualitative data visualization in the automatic report, even things like word maps will be helpful or color coding for positive/negative sentiments.
  • Sharing a link to live survey results with third parties will also be a very helpful feature. We work with multiple stakeholders and having them able to view the automatic visualization of the survey responses that they themselves or their staff have just completed without one of my staff having to download a report (which requires multiple steps and is a snapshot of results at that time only) [would be nice].
  • It would also help to be able to download all response sets as they are without aggregation and without opening/downloading each survey response separately.
  • It would be nice to be able to protect an individual survey. Currently all user permissions are set at the license level and they can have different visibility of folders, but there is no way to limit rights to particular surveys.
  • Increased employee efficiency: due to the fact that it links to the Salesforce, it saves time to update our stakeholder records. It is, at least, a 100% ROI.
  • Better customer service. The data we collect help us improve our operations. It is hard thought to estimate the role of Clicktools in the retention of our clients.
We have used SurveyMonkey and SurveyGizmo, before switching to Clicktools. I would say all the systems were quite comparable in their survey collection, basic data visualization capabilities (at least 3 years ago). The reason we switched to Clicktools was to integrate survey data with our Salesforce records. At the time there were no other applications offering that.
  • Employee Surveys
  • Customer Surveys
  • Research Studies
Integration with Salesforce, cost, ability to accept historic data, user-friendliness, report automation and technical support have been decision factors for us. There are plenty of cheaper alternatives. However, they do not have a comparable Salesforce integration, which was key.

Clicktools Feature Ratings

Survey templates
Not Rated
Themes
8
Custom logo/branding
9
Changes to live survey
10
Question design help
7
Multiple question types
9
Survey logic flexibility
8
Response tracking
Not Rated
Data export
10
Standard reports
8
Custom reports
6
Vendor-offered crowdsourcing
Not Rated
Respondent restrictions
Not Rated
Access controls
3
Compliance
Not Rated