AskNicely

Score10 out of 10

54 Reviews and Ratings

Community insights

TrustRadius Insights for AskNicely are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Efficient Onboarding Process: Many users have praised AskNicely for its incredibly easy and seamless onboarding process. They appreciate the straightforward setup, configuration, and quick data import capabilities. This efficient onboarding experience has allowed users to quickly get started with the platform and start gathering feedback from their customers.

Clear Presentation of Survey Results: Users consistently mention that AskNicely excels in presenting survey results in a clear and logical manner. The platform's ability to display feedback in an easy-to-understand way enables users to quickly analyze and interpret the data they receive. This feature greatly enhances user engagement with the feedback gathered through the surveys.

Effective Reach and Efficiency: Several reviewers have highlighted how AskNicely helps them reach a larger number of customers more efficiently than traditional methods. Some users mentioned being able to reach more customers in just one day using AskNicely compared to what they could achieve in one week with three people making daily calls. This effectiveness and efficiency contribute significantly to improving customer satisfaction by gathering feedback from a wider audience in less time.

Reviews

26 Reviews

A great product!

Rating: 10 out of 10

Incentivized

July 16, 2018

Use Cases and Deployment Scope

AskNicely is used across the organisation to survey the majority of customers that use our software products. It provides a gauge of customer satisfaction levels and also gives the opportunity to address any specific issues that individual customers raise.

Pros

The workflows and level of automation to make managing an ongoing NPS programme easy are fantastic.
The AskNicely TV Dashboard is great for getting everyone in the office interested in customer feedback - it essentially brings the customer into the room for some people who don't have a lot of direct contact with customers.
The system is very easy to use and intuitive.

Cons

There are a couple of different places where various settings can be found which can make it difficult to find something but this is a minor issue.

Likelihood to Recommend

It is well suited to any situation where an organisation would like to run an ongoing NPS programme to gauge customer satisfaction. Time needs to be dedicated to following up and dealing with any customers that aren't satisfied but having the opportunity to do so is a real positive when it may not have been previously known that the customer was dissatisfied.

Nick Lampp

Applications Development Manager in Product Management at SPM Assets (11-50 employees)

Vetted Review

1 year of experience

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AskNicely Works for Us.

Rating: 9 out of 10

Incentivized

July 9, 2018

Use Cases and Deployment Scope

We use AskNicely to [monitor] the NPS score; our NPS score is a KPI that our department is judged on by the management team.

Pros

We believe that AskNicely gives our customers the opportunity to relay their feeling back to us, either positive or negative.
AskNicely is a great way to communicate with your customer base and get the general feel of the strength of our relationships.
We have total control of the process so, for example, we use the recommended 90 day period touch point as you don't want to hassle your customers.

Cons

AskNicley has room for improvement with the different integrations - but I believe that it's work in progress.
We use HubSpot so I'd like to see AskNicley work within HubSpot rather than using the external database.
I think most business would benefit from using AskNicley, however, a package priced for smaller companies doesn't seem to be an offer.

Likelihood to Recommend

Because I use AskNicley myself and I know how NPS works I'd never give any company a 10 - because everybody can do better but I have been impressed with AskNicley and the results that we have had.

Craig Kelly

Sales and Marketing Manager in Marketing at Motus Hydraulics Ltd (11-50 employees)

Vetted Review

3 years of experience

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Great setup, with fantastic support

Rating: 10 out of 10

Incentivized

July 2, 2018

Use Cases and Deployment Scope

We use AskNicely to retrieve feedback from all our customers. It gives us a good insight on what we are doing right and what areas we need to improve on, on both a development level and where we could start focus more of our marketing on.

Pros

Simple to use, giving us the ability to tailor the questions around our company's focusing points.
Once it's all set up, it's all automatic, sending out feedback forms to 10 different customers on a daily basis.
If we receive either great or not so good feedback, a personalized email is sent out to our clients, which saves us so much time and allows us to properly take a look at issues at hand.

Cons

Seeing as I am fairly new to the product I haven't found many ,if any weaknesses. The product works as we had hoped and delivered more.

Likelihood to Recommend

Great for getting the initial conversations started and for getting the quick feedback with little effort of your own. One problem we did come into was that our client list's weren't entirely up to date, and we had been sending emails to clients who had not used our product in years. So its good to make sure that the client list is up to date before sending our questionnaires.

Gavin Bratty

Software Support Specialist in Information Technology at SPM Assets (11-50 employees)

Vetted Review

1 year of experience

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AskNicely - simplifying NPS surveys!

Rating: 10 out of 10

Incentivized

June 18, 2018

Use Cases and Deployment Scope

AskNicely is our team's go-to tool for gathering customer sentiment in the form of NPS surveys. It is used/operated by the customer success department, but the results and insights inform all of our teams! It helps us focus our attention and strategies in the right places to ensure we're always delivering value to customers.

Pros

AskNicely is a point solution for NPS. If you have a problem collecting customer sentiment and feedback, they do that exclusively and they do it well!
The team at AskNicely is great. Every time you have a question/concern, they're eager to help and quick to respond. I always feel like they have our team's best interests at heart.

Cons

Hard to complain about the service, but the only thing I'd like to be able to do *better* is collect and digest NPS on an account level vs. user level!

Likelihood to Recommend

AskNicely is a simple solution to a feedback collection problem. Looking to get a sense for how customers feel about your product/service? AskNicely is the perfect solution.

Jacob Pitcher

Product Manager in Product Management at HeyOrca! (11-50 employees)

Vetted Review

1 year of experience

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Ask Nicely will get it done for you!

Rating: 10 out of 10

Incentivized

June 8, 2018

Use Cases and Deployment Scope

It's being used across our business to get feedback from our clients.

Pros

Great customer service. Great solutions! Initially, AskNicely didn't automate with our client program Mindbody. No problem, AskNicely developers got to work and made this happen for us!
Gets Client Feedback
Tracks NPS
Asks for Reviews

Cons

Currently I'm very happy

Likelihood to Recommend

Client focused business

Luke Fuller

Co Founder in Professional Services at Ace Sports Clinic (1-10 employees)

Vetted Review

1 year of experience

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Great tool!

Rating: 10 out of 10

June 6, 2018

Use Cases and Deployment Scope

We use AskNicely in the Customer Success Team to measure our customers' happiness. It helps us get regular feedback from our customers and monitor their overall health.

Pros

It's super intuitive and easy to use tool
Great customer support, you get comprehensive and helpful replies
Great integrations with other tools

Cons

I wish we could use Salesforce integration on our current plan

Likelihood to Recommend

I think AskNicely is great for both small and big companies. It's super easy to set up automation and send surveys regularly without thinking about it. AskNicely will deliver the replies to the most convenient channel for you (e.g. Intercom) so you can quickly reply and address your users' doubts.

Zuzanna Ostojska

Head of Customer Success in Customer Service at Growbots (51-200 employees)

Vetted Review

2 years of experience

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A Real Review of Someone new to ask nicely

Rating: 9 out of 10

Incentivized

June 6, 2018

Use Cases and Deployment Scope

We are using it for our NPS rating - it mainly deals with customer satisfaction. When we get a negative score we use it as an opportunity to coach sales people and CS reps.

Pros

I like that it breaks down the score month.
I like that it is integrated with Salesforce which is the main CRM we use and can easily look at accounts that are at risk.
I like that we can message negative reviews directly to better understand the reason behind the low score.

Cons

The way accounts are segmented can be confusing - MM accounts are split into two areas.
Would like to include more stakeholders for each survey - our accounts have more than one rep.

Likelihood to Recommend

I really like the EOU of the dashboard - the organization as far as account segmentation could use some work. Great monthly breakdown.

Colin Daly

Account Manager in Customer Service at KeepTruckin (201-500 employees)

Vetted Review

1 year of experience

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AskNicely - getting it is helping yourself !

Rating: 10 out of 10

Incentivized

June 5, 2018

Use Cases and Deployment Scope

AskNicely is used to measure how well we are doing as a department. Every time we close a request in Zendesk an AskNicely survey is triggered. This allows me to quickly address any issues before they get escalated and it is also an opportunity to put things right for our clients if we happen to get something wrong.

Pros

The surveys are easy to understand
They look friendly
The user interface on the website is easy to use
The integration with Zendesk is really helpful

Cons

We would love to see an AskNicely iOs App so that visitors to our building can rate their visit

Likelihood to Recommend

Great system for getting NPS Scores

Jeremy McClure

IT Manager in Information Technology at Property Brokers (501-1000 employees)

Vetted Review

2 years of experience

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Using Ask Nicely for Customer Service and More

Rating: 8 out of 10

Incentivized

June 4, 2018

Use Cases and Deployment Scope

AskNicely is used in my organization to monitor user satisfaction across the whole organization. It allows us to see what our users are thinking and use their feedback to grow and improve. It gives us chance to contact every unhappy customer and try to understand their pain points.

Pros

The score is just for internal use so we do not have to worry about negative feedback, but can just welcome it to learn from our mistakes.
The work flow is very easy to use to create follow up emails and dig deeper into our customers feedback.
You can separate the NPS scores from each segment. E.g Buyer, seller etc. This allows to monitor specific segments as well as over all user score.

Cons

The dash took a while for me to figure out how to use, maybe a quick tutorial would be nice. After a while, I got the hang of it so I think I simply had not used a similar format before.
I have to use other apps integrated, such as Zapier. If I did not use this, it would be a very long manual process to record all the detractor scores in the spread sheet.
It is very expensive to get the ideal trigger that I would need for my company, the survey trigger we use now is often premature and customers haven't received their order before answering the survey.

Likelihood to Recommend

Ask Nicely is good for monitoring customer or user satisfaction, the one question and section for comment is ideal for customers. no one wants to be answering multiple question surveys.

Verified User

Representative in Customer Service (11-50 employees)

Vetted Review

1 year of experience

The best way to learn what your customers think!

Rating: 10 out of 10

Incentivized

May 28, 2018

Use Cases and Deployment Scope

We use AskNicely across the whole organisation. It enables us to survey our customers and get real-time feedback about how they feel about our products. The feedback is shared with the whole company so we can celebrate good stories and act quickly to solve complaints. We use the Slack integration to share the feedback instantly.

Pros

Nice clean user interface - simple and clear survey for users that allows us to get responses quickly.
Ability to respond to feedback direct from AskNicely. This gives us visibility that feedback has been responded to.
Slack integration means feedback can be instantly shared with the company.
Mobile app.

Cons

Can't customise the NPS scoring. AskNicely uses the traditional NPS scoring. If you wanted to change the scoring, it currently isn't possible.

Likelihood to Recommend

AskNicely is well suited for surveying customers about how they are feeling about your product. This can be their overall feeling or after they have taken a certain action. E.g. used a particular feature. It's not designed for getting through customer feedback, rather gauging satisfaction. You will need to follow up with other survey methods for detailed feedback.

Nikhil George

Product Manager in Product Management at Spotlight Reporting (11-50 employees)

Vetted Review

2 years of experience

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