GetFeedback from your entire customer base!
May 18, 2017

GetFeedback from your entire customer base!

Scott Superko | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with GetFeedback

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.
  • Embed survey responses into an email to allow for easier data capture from customers.
  • Automatically creates GetFeedback records in SFDC, which allows for greater visibility and better integration of reporting. This also drives a number of calls to action with internal teams via SFDC workflows and Gainsight.
  • Very customizable look and feel of the survey to stay on corporate brand.
  • Intuitive user interface.
  • Creates duplicate responses, this especially seems to be an issue when you embed a survey response into an email. The problem stems from Getfeedback's inability to recognize that a customer has started a survey, quit part way through, and then come back to finish it.
  • Would like additional customization to the navigation/format within a survey.
  • Engaging support is not super intuitive. They have a weird popup menu on their website and their internal case system does not provide any receipt/confirmation so I'm not sure whether or not my request has been received.
  • Consolidated all surveys under a single vendor
  • Greater response rate
  • More data on our customers
  • Ease of reporting when it is all pulled into SFDC
We used to use the survey tool that was part of Gainsight, but it didn't allow for extensive customization or branding. Other departments have used surveymonkey but there were gaps with customization and importing the data into SFDC or the data warehouse.
It is great to standardize under a single survey tool. Because it integrates so well into Salesforce it is very useful if your business lives and breathes in SFDC. It's helpful if you have a lot of surveys you are sending at different points in the customer lifecycle. You will need to have your own email delivery tool to really take advantage of when you are engaging a customer.

GetFeedback Feature Ratings

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