Gets the job done, but the interface needs help
May 01, 2018
Gets the job done, but the interface needs help
Score 6 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Clicktools
We primarily use it for internal surveys, specifically from within Salesforce, getting feedback on the quality of our departments' work and to rank the projects other teams would like to see done. However, as a company, we also use it to survey our customers, specifically for support case surveys, defect resolution, and the like.
- Integrates well with Salesforce
- End-users (survey recipients) have a good experience
- Changes don't "queue up," but instead are saved as soon as you click on a given option. This is inconsistent with just about every tool in a similar space (online tools). It's been a few months since I spent any time building or administrating a survey, so they may have made improvements.
- As an administrator, the interface is generally unintuitive. Organization is bizarre and naming conventions are not helpful. Perhaps this is a cultural challenge (ie perhaps folks in the United Kingdom, where I understand this product originates, totally get the tool)
- I cannot speak specifically to ROI. The tool technically works, but it takes awhile to understand how to build a survey and process responses, simply due to the design.
Generally, I prefer simpler tools like SurveyMonkey and even Google Forms because those are the type of surveys I typically need. ClickTools gets the job done, and as you become more familiar with the tool, you can rip out surveys much quicker. Steep learning curve with more complex tools. A redesign to fall in with generally accepted best practice would do a LOT to improve my perception of the tool