TrustRadius
A great, simple CSAT tool to encourage feedback
https://www.trustradius.com/consumer-ratings-reviews-softwareSmileBackUnspecified8.820101
David Garwood profile photo
October 05, 2018

A great, simple CSAT tool to encourage feedback

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with SmileBack

We use the software to measure the satisfaction our clients have with our services. We have increased the level of feedback we receive immensely. By integrating with our ticketing system (ConnectWise) we are able to keep the record of the feedback with the ticket, along with any follow-up work or conversations.
  • The simplicity of the feedback mechanism increases the chance of our clients leaving it, which gives us more chance to improve the service we provide.
  • The integration with ConnectWise links it all together so we can see the full record, the feedback, and any actions taken after it was recieved.
  • Not a big fan of the most recent interface redesign
  • 50% increase in CSAT responses with SmileBack compared to what we were doing previously
  • Better awareness of what we are doing both well and badly
Great for MSPs looking for a way to find out what their clients think of them, and to use the feedback to improve the services provided.