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QuestionPro hits the mark
October 28, 2013

QuestionPro hits the mark

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

Overall Satisfaction

  • User friendly. They have made the survey question interface more user friendly over the years.
  • Reporting. There are several report formats and outputs available to suit nearly every need.
  • Customized Link. This is a great feature to create professional looking links.
  • Advanced Question Types. Most survey/form sites offer basic questions, but QuestonPro offers piping logic, branching, skipping, and more.
  • Pricing. Although the pricing is reasonable, you are forced to pay for the more advanced features which you forget until you've already built the survey and then require the one feature that is not in your license.
  • Attachment storage. There is limited storage space available unless you want to pay. This is usually not an issue if you are using it strictly for surveys as opposed to forms.
  • Saves time. Using QuestionPro to solicit feedback is infinitely more efficient than sending an email and collecting individual responses. Plus, it allows you to standardize responses and promotes consistency. You can also publish professional reports for managers with one click.
  • Customer service. We have used this application for internal workflows, freeing up time for our internal employees.
Decide which features you require now and in the future, including CRM integration. Balance your requirements against the cost of similar products. Don't pay for advanced question types and reporting if you only need to create a four question survey on customer service.

Product Usage

100 - Sales, Marketing, Customer Service, Product
1 - Analytic
Comfortable with SAS applications
Experience with creating surveys
Sales, Marketing, or Customer Service experience helpful
  • Internal forms to initiate a process.
  • Surveys.
  • Collecting multiple responses.
  • Collecting information from salespeople vs. collecting emails or asking them to fill out a spreadsheet. This is an ideal way to automatically consolidate data from multiple sources.
  • External surveys for customer service or marketing.

Implementation

Try every feature and test take your surveys multiple times, running through different scenarios.
  • Implemented in-house
Change management was minimal - Virtually no change management was required.
  • Only issue encountered was trying to increase the limit for attachments. Proved to be cost prohibitive after three months.

Support

They offer email, chat, and phone support. I have used the chat support several times. Response time was fast, but the rep did not always have the answer. Inquiries are answered quickly and thoroughly.
ProsCons
Quick Resolution
Good followup
Problems get solved
No escalation required
Immediate help available
Quick Initial Response
Not kept informed
Yes - It was not resolved, but a work around was suggested.

Usability

Easy to learn without doing damage. Fast and flexible.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Consistent
Convenient
Feel confident using
Familiar
None
  • Reporting is flexible and robust
  • Building the survey, adding questions, editing properties is very easy and improved
  • Customization including colors, themes, links are included.
  • Learning how to create notifications
  • Understanding which reporting features to use
  • Understanding what specific features are available at each license level.