GetFeedback vs. Usersnap

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.

Incentivized

Usersnap is well suited for web applications that are maintained/developed in house, to provide a means of communicating with end-users directly without the need to develop an in-house solution. It allows end-users to provide rich information about an issue they're experiencing, even providing information about the user's browser, session, and desktop environment, which is invaluable when trying to debug or troubleshoot an issue.

Incentivized

• The way it works with Salesforce CRM and how you can create dashboards and reports based from criteria gathered in GetFeedback.
• Customisable features are a big plus - allows you to choose what kind of question you want to ask.
• Very easy to use interface and so easy to assemble a survey within minutes.

Incentivized

• Organize customer feedback.
• Provide an easy to use, feature-rich widget that allows users to highlight, comment and even draw on a screenshot of your application.
• Screenshots that are sent to you include meta-data like the browser user agent, browser console data, screen resolution, etc.

Incentivized

• Survey submissions can notify only one email address so if you need individual responses to go to another individual you have to either set-up Salesforce workflows/email alerts or auto-forward rules in the email inbox
• Salesforce integration and sync is great and usually reliable but occasional record ID changes cause a failure in a survey response to sync to Salesforce. GetFeedback has no way to notify the administrator of the record's failure to sync.
• Easier to sync all data to Salesforce and do survey reporting within Salesforce than within the GetFeedback user interface

Incentivized

• When you go into the list of Usersnap feedback you have submitted, there isn't search functionality or filtering so that you can see the feedback of a certain type at a time, or see if you submitted that feedback already.

Incentivized

We have just renewed our annual license. I don't think we could move the company backwards at this point

Incentivized

It is incredibly straightforward to use. Setup time is hours to days. When it is up and running, you can forget it exists. The Lightning Platform integration then starts to provide many options around creative use of the tools. It becomes more about where you can extend to your hearts content. Lightning App developers will have a great time here.

The few times, and I mean few, I have had to reach out to the support staff they were very helpful. I was also lucky enough to meet the developer at a users' conference. His willingness to hear what I had to say was impressive. After understanding his background coming from the CRM world I knew that he knew what we as users needed in the way of integration.

Incentivized

I am unsure how to rate the support of Usersnap as I did not contact support yet. The tool works well as is. The agency we work with that used the tool didn't need to contact Usersnap support as well. I'm sure the user support on the tool is adequate.

Incentivized

Satmetrix actually replaced GetFeedback, by SurveyMonkey at my previous company with a lot of objection from myself. The rationale was: wanted quicker survey deployment and better analytics, neither of which was solved by bringing in Satmetrix as the issues were architectural around the self-built IP and NOT GetFeedback, which did precisely what it could with the data it had. Much like other NICE products I have encountered, the synergy with Salesforce is labored and incredibly challenging to get up and running. There was a lot of heavy lifting to get the two platforms to work with each other and the sentiment that I got from Satmetrix was that it wanted to be the centre of the CX world and would be much happier if Salesforce didn't exist. This is great if you a company that is solely marketeers but terrible if you want to leverage and use the multifaceted capabilities of CX strategies.

I haven't used anything else. I just used email and Google Docs before and that's hard to keep straight what you are talking about within a document to what it actually is on the website. Also, more phone calls are required to explain what you mean and need.

Incentivized

• Our response rate for our lead qualifying survey has been hovering around 55%. That doesn't mean that they complete the entire thing, but at least we are getting some answers back. It also allows us to weed out any leads that are outside of our scope of work. The survey when answered in its entirety gets a lead 13 steps down our customer journey map.
• The automation of sending out the recruiting survey has allowed our recruiting manager to focus on qualified applicants and has completely eliminated the duplicate data entry of key information that the hiring managers required for determining if a candidate should be scheduled for a phone interview. Over the past year of using this survey we received 145 survey back. That is 145 manual emails that no longer had to be sent out by staff. You do the math on that time savings.
• The new hire training feedback has allowed internal trainers to understand how to better tailor each session to on-board future employees in a more effective manner. With over 33 different training modules you can imagine how intensive our on-boarding process can be and if we can understand what works and what doesn't this only adds to the effectiveness of each trainer.

Incentivized

• Fewer errors on-site QA
• Less time wasted in the site QA

Incentivized