Great platform and vendor to work with
January 03, 2026

Great platform and vendor to work with

Victor van der Vring | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Insocial - Feedback Solutions

Insocial - Feedback Solutions is being used to capture insights on Customer Satisfaction and Sentiment of our customers in a centralized way. This helps to understand what goes well and what might need improvement. Both on an individual customer level as on a more strategic level on product and services. We use customer surveys, automation and reporting to capture and understand NPS, CSAT, NLS, and written feedback.

Pros

  • Great customer / end user experience. Nice Look & feel
  • Excellent customer service and support
  • Continuously working on improvements based on customer feedback
  • Nice reporting

Cons

  • Survey creation could be easier, although as a customer I did not really feel this pain as our CSM [...] fully unburdoned us
  • I had some comments about the closed loop feedback process and email notification look&feel, however they've already addressed this feedback in the last year with product updates.
  • We have been able to track an upward trend in our global NPS where we could not do this before.
  • We now have more insights on amazing CSAT scores on our services, which also increase Employee Experience
  • We have been enabled to act more directly on customer feedback that drives customer satisfaction and sales or prevents churn
In general it is a very intuitive platform that does not require much training to start working with. Especially for reporting users that are focussed on the results and insights. The CSM team and support department are also very helpful in case you do run into any questions.
There are multiple solutions that offer similar things. In the end the cutural fit with the vendor made the difference. As a foundation for future collaboration this felt as the best choice and it has proven to be a great choice since. Developments in the product have proven to be fast and based on our feedback, which makes for a great partnership and experience.

Do you think Insocial - Feedback Solutions delivers good value for the price?

Yes

Are you happy with Insocial - Feedback Solutions's feature set?

Yes

Did Insocial - Feedback Solutions live up to sales and marketing promises?

Yes

Did implementation of Insocial - Feedback Solutions go as expected?

Yes

Would you buy Insocial - Feedback Solutions again?

Yes

We are an international organization that operates in multiple geographies and for us the solution works quite well. Insocial - Feedback Solutions itself is still a relatively small organization, but that has actually not been an issue at all. They're very flexible and helpful as a supplier. There was a close cultural fit between our 2 organizations, which made it into a success. If you are looking for a solution and partner to capture recurring customer sentiment and measure things like NPS, NLS, CSAT, CES and open feedback by using short and concise surveys that also drill down on those scores Insocial - Feedback Solutions can be a great fit.

Insocial - Feedback Solutions Feature Ratings

10.0
Themes
10
Custom logo/branding
10
8.3
Changes to live survey
10
Question design help
7
Multiple question types
8
10.0
Survey logic flexibility
10
9.5
Response tracking
9
Data export
10
Standard reports
10
Custom reports
9
Survey Integrations ()
Not Rated
Survey Automation ()
Not Rated
10.0
Respondent restrictions
10
Survey Administration & Security ()
Not Rated

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