AskNicely

Vorteile

It helps me organize my tasks at work and never forgive anything.
With the mobile app, I can add anything from anywhere whenever a thought comes to my mind.
I can even add some sub-tasks to one task and I can organize my days with the deadlines.

Nachteile

The navigation through the interface can be confusing when I'm going elsewhere than my to-do list. The main menu on left is pretty useless for me and the inbox doesn't work as expected, or maybe not the way I would like it to. It sends me my everyday tasks based on deadlines. So if I planned 5 tasks for today, I receive 5 different alerts, on web and on mobile. So when a colleague share a task with me, it can be lost among all my personal alerts.
Finally, I would love to share tasks more easily than just assign them to someone.

Vorteile

The real time responses allowed me to stay on top of the reviews I was getting. I also liked that it was able to integrate with our existing (internal) software. It made everything a one-stop-shop

Nachteile

The userface wasn't as appealing as other software's I've used and some of the reporting features were less advanced than other softwares I've used.

Vorteile

We get a decent response rate on our NPS survey. The throttling of surveys seems to work well.

Nachteile

It has been very difficult to setup. We needed help at almost every step. But the worst part is that communication with customers through the platform cannot include attachments. So when someone leaves good feedback and you'd like a testimonial with either a photo or video to accompany it, you have to ask for them to email it outside of AskNicely.

Vorteile

We connect AskNice.ly to tools like Intercom, Zapier, and Slack in order to automate the process of collecting feedback, incentivizing NPS surveys and reporting results back to our team. It's easy to set up and it does it's thing without much maintenance.

Nachteile

There is nothing significant I would change in the interface or functionality. We get the appropriate value out of our membership level.

Vorteile

it's a not intrusive tool which makes the user do not feel uncomfortable in do what we expect from them

Nachteile

Could be more visual and easy to edit, with that the designer work will be great and the integration also amazing

Vorteile

- The highlight for me for AskNicely was the customer service I received from them. Specifically, the person that I communicated with - [SENSITIVE CONTENT HIDDEN]
- was just extra ordinary. This was a pilot program that we had started and I was in charge of this at the time. [SENSITIVE CONTENT HIDDEN] made certain that I understood the platform well, made the most of the features, and most importantly - got it right the first time! The surveys are easy to setup for the admin and easy for clients to fill out. The analytics we received from the surveys were very useful in making business decisions.

Nachteile

Nothing, really. As the admin for the pilot program, I was completely satisfied by the product as well as the service received.

Vorteile

Easy to use. Good support, Data import works well. We have no problem with configuration, and onboarding new agents. It also reports data quite nice, but very minimalistic. Beats the competition. Does work for you.

Nachteile

It is not very responsive in the terms of error feedback.
Has no alert function (NPS alerts or database alerts). Importing of data custom values could work more intuitive. Statistics should be presented in many dimensions. I would put definitely more benchmarks and know how to this software.

Vorteile

Ask Nicely provides a simple tool set that let's you get up and running quickly. The ability to easily manage your NPS contacts in the system ensures you're sending surveys at the right time. Customization of the survey is simple and ensures you are asking questions dynamically based on response. However, the most important feature that made us select Ask Nicely is their workflows. The ability to automatically act based on a survey's response means we don't have to manually follow up on every survey. The system does the leg work and we reap the benefits.

Nachteile

My biggest issue is that unlike competitors such as Delighted, with Ask Nicely you have to pay their highest subscription price to get access to certain integrations (i.e Salesforce). The premium price really doesn't provide anything else and yet it's twice as expensive. One of the other gaps I've found are in the analytics. The filters are fairly limited with no ability to create custom filters. This means you may have to extract the data or run the report a few different times to get the data view you're looking for.

Vorteile

What I loved most was how easily we started receiving reviews by using the AskNicely Intercom integration. This allowed us to test the product and find out if it would fit with our solution. In addition they have turned on a new Intercom integration and we can ask directly through Intercom, which is awesome!

Nachteile

I wish they also had an Apple TV App :) But thats ok we ended up getting their recommended work around.

Vorteile

Homepage interface, integration to Slack, customizable intro message for surveys. It allows to send replies to users who answered a survey from the platform (upgraded version allows to customize by answer type and send automatically). The price is really good.

Nachteile

Does not save history of surveys sent and answers by user, no function to remind for unanswered surveys, no feature to track open rate, no option to embed survey into our platform.

Customer service: unresponsive via chat, after a few emails they finally got back to me and helped me out. This I thought was weird: I gave a 7 on their NPS survey and they still asked me to come fill this out, I let them know I wasn't a promoter, and I still received two more reminders to come leave a review.

Vorteile

It is simple, basically has only one thing to do and it does it perfectly. We found out a lot of new stuff about our customers. Also it helps us understand when anyone has any problems with our tool or are dissatisfied.

Nachteile

A few minor issues. We did not have a 'close it' option when we were using it in-app, so a few our users became annoyed.
Now we are also using the dashboard on a big screen in our room, but the numbers sometimes are not the same as I see on me desktop (and yes, I'm sure the timeframes are equal:)

Vorteile

The analytics. Really love the dashboard. We use it to show the team a daily glimpse of their performance and it looks really great. Easy to setup and understand.

Nachteile

I'd like to be able to filter more, but also be able to combine filters. For instance, if I want to be able to see CSAT for two segments combined, there should be an option.

Vorteile

the automation of customer feed back. It's very hands off. Everything is taken care of automatically... The only time you need to get hands on is when a problem has been highlighted by a member.

Nachteile

scoring system can be a bit fluid until a large number has gone through. But it still highlights any issues.

Vorteile

What I like the most is the ease with which I can download statistics or review the dashboard. We often want to get a snapshot of data for some of our users.

Nachteile

I'd like the ability to segment some more when sending out surveys - we have 3 businesses, and we need to set up three accounts basically to do this currently.

Vorteile

Easy to setup. I like the Slack integration. It really unites the company around the customer. I also like the email experience too.

Nachteile

The version that supports SFDC integration is quite pricey. I wished that was more affordable to startups.

Vorteile

It was simple to setup and start using. Within one day it was providing a useful snapshot of data allowing trends to be uncovered.

Nachteile

It lacks the ability to customise who the survey gets sent out to. For example, in our practice, it would be great to be able to send this survey out to only new clients. Our regular clients are already likely to be promoters.

Vorteile

I like that we can view trends in the feedback our customers leave us, including key words that they write in their reviews. It's great to be able to measure our scores with custom dates.

Nachteile

However, when I try to view our score for a specific week or month, I can only view them based on the date they left the feedback, rather than the date they visited our venue. This skews our results and makes it difficult to understand how a specific day or weekend went for our customers. This is an essential improvement that is still needed and would make this software perfect.

Vorteile

simple, concise allowing you to grab the highlights of the feedback. I like that you can set up reply templates to quickly respond to the customers. I also like that you can email out of ask nicely allowing you to easily record wjhich comments have been responded to.

Nachteile

As an account manager, i am only interested in a few accounts and their responses. I would like to be able to select multiple accounts at a time and only see them.

Vorteile

Quick and easy access to scores and text, and different segments and different dimensions. It's very intuitive.

Nachteile

I would like to be able to combine 2 segments to get overall score and consolidated comments.
I would also like more best practices regarding sampling error (like how many respondents do you need to know if an NPS change over time has actually happened.

Vorteile

Th ability to see data in real time. I am looking forward to be able to see Retail results separate from the Fabletics group.

Nachteile

Somehow, it is difficult to download data. It would be helpful to be able to extract responses/scores/location easier and by location. For example, if a District manager wants to pull all comments for their store set, that would be a great feature and save them time.

Vorteile

The smart and intuitive design to gage to customer feedback. You get to hear from different segments of market, at different times. It helps you analyze when and where your customers need attention.

Nachteile

You can very easily get survey fatigued. NPS needs to be sent multiple times to a business to see how they are doing during each phase.

Vorteile

Simple and to the point.

Nachteile

I do not like that you can publish a response right from the comment and score. What if it gets accidentally hit ...ahhhh!

Vorteile

It's quick and simple to use. I find it easy to find what I'm looking for and like the weekly reports.

Vorteile

* Let me start off with the ease of use, since that probably is what sticks with me the most. Uploading contacts is a breeze, and managing campaigns could not be more direct. Managing and tracking feedback is also very intuitive, with one of the smallest learning curves I've ever experienced.
* Customers can respond directly in the email, instead of having to log on or open up a survey link. This made for a much higher response rate on initial outreach from what we had previously seen.
* The functionality is stellar; it performed exactly as we had wished. Individuals are tracked instead of just campaigns, which allows for year-to-year follow-up with sites and users.
* You can customize the contacts, and thus the data, by any elements you wish (zip code, state, product, etc.). The data is based on your needs and what information you can provide.
* Responses are easy to track, and the data displays are easy to read and readily accessible.
* This provides a necessary customer feedback loop and an immediate NPS outcome. For any company or organization with a serious mind to change their culture based on user stories, this is the tool for you.

Nachteile

* If I had to change anything, I would like to see a larger quota of emails per month on the base plan. It can be limiting for larger groups, though I do believe they have enterprise level plans as well. That wouldn't really fit our needs, but we might want to send multiple campaigns, so the quote would be rather limiting.

Vorteile

The user experience on both ends is fantastic. The support has always been responsive and they do a great job of making sure you (the customer) is very comfortable and confident. The implementation process has been one of the best that I've seen. They make sure every box gets checked!

Nachteile

I wish there were more customized options in the calendar as to when emails get sent. I also would like to see some different email addresses that responses are sent from, but that's being pretty critical. I guess, I'd like to see some more customization overall to better cater to our particular industry.

Vorteile

AskNicey is easy to onboard and has a good dashboard to see high-level metrics. We use it within the recruiting industry to track the performance of our recruiters.

Nachteile

The analytics are lacking if you want to deep dive or find trends. We don't integrate with our CRM so uploading the excel document and exporting is cumbersome and annoying at times. The TV display of metrics is good -- but you have a lot of steps to display it and have Google Chrome bit, which is a little pricey.

Vorteile

ease of use (for us and clients) - leads to high response rates
clients can also easily give us additional feedback

Nachteile

no real complaints. It's super-straightforward. It might be nice to be able to segment the "send" frequency differently (more often for active clients than for referral sources, for instance)

Vorteile

The product was easy to set up, and the interface is friendly to navigate. The surveys are sweet and simple. Just a click in the email browser and the customer is done. There isn't any need for additional feedback unless the customer wants to. In the past we sent out surveys but received very little response. Since we started using Asknicely, we have seen this increase to about 30%. Our customer service experience has improved. We can collect our customer's feedback and address issues directly with them. Asknicely keeps the responses right in the system so you can refer back to them. It saves time for both the customer and the person responding to them.

Nachteile

It is a little bit pricey for both the app survey and email survey compared to similar products. Most of these programs are built for medium to large businesses with an established customer base. The product is suitable for small to medium-sized companies that can manage day-to-day communications with customers. If you want are you going to invest in a product like this you want to make sure that you stay on top of these surveys and address any customer issues quickly.

Vorteile

Simplicity with deep capabilities if needed. This is a hard balance. Most important, they do have a client success manager that has been key to our success. They stand behind their product and they are open and action-oriented on recommendations.

Nachteile

In order to keep the simplicity, there are some things that become harder to do based on your organization's need for unique organizational element.

Vorteile

It is great to hear the good feedback from pateints

Nachteile

All the negative feedback we have received did not help us improve in any way/ shape or form. So not sure if it is helping us

Vorteile

Easy to use and set up! Rep was very helpful and explained all of the available features. Rep was also very helpful.

Nachteile

There aren't options to ask more than the NPS question. We can ask follow up questions depending on how we are rated, but we'd ideally like to ask questions around "ease of doing business" etc.

Vorteile

This survey is a really fast, easy way to get continuous feedback about our product. Users answer frequently and honestly, and we use their responses to implement new features, make improvements to existing features, and learn more about our user base.

Nachteile

I wish it was easier to search through the responses -- it can be a little tricky to find past responses, and it would be nice to be able to search how many times a certain word came up, for example.

Vorteile

It was quick and easy to configure and use and has the features I need. It also integrated easily with Freshdesk so that was a huge plus.

Nachteile

The CSV import functionality was a little confusing as it didn't provide existing fields to map to which caused some challenges but now that I understand how it works, I know what to do for next time. On the plus side, support was amazing at helping me correct the data.

Vorteile

Its ease of use and nice, clean layouts. Its also really easy to respond to reviews.
The automation makes a big difference and I enjoy how hands off it can be.

Nachteile

It's quite pricey for a small business (less than 500 surveys a month) and it still requires a bit of formatting to get our customer data into it.

Vorteile

The software is easy to use interface that can be scaled depending on the number of users or integrated with other platforms .

Nachteile

When integrating it will take some time to understand to relationship between various customer touchpoints and setting the rules of engagement but well worth the investment in time and effort.

Vorteile

The thing I like most about asknicly is the reporting aspect of the software. It allows for some pretty cool dashboards right out of the box.

Nachteile

The think i dislike the most is the inability to manage people the away I find to be most intuitive. It is a bit messy

Vorteile

Simple to use interface that has a really easy to manage integration with Salesforce. We use this tool to verify customer satisfaction for all of our clients and the results and feedback have been incredible!

Nachteile

A little pricey for what is offered, but valuable information nonetheless. Being able to filter on multiple options on their dashboard would also be very useful.

Vorteile

My favorite feature of AskNicely is its workflows for closing the feedback loop. If you may or may not connect your NPS data to a CRM, AskNicely is a great option because it has a pretty robust system in place for tracking all responses and determining how to reply to them (either through an automated message, which can be easily customized depending on audience or rating or by assigning a response to a staff member). Additionally, it's a nice feature for so many front-line staff to have access to the ratings for responding and reviewing the data relevant to their "brand." Backend is easy to navigate, and we like the customizable options for the NPS follow-up questions.

Nachteile

Least favorite: surveys cannot be embedded in emails that are not from AskNicely. This seems to be pretty standard across most NPS softwares, but it would be really nice to have this option for including surveys in email newsletters.

Vorteile

Ask Nicely is very easy to use, the NPS score is easily understandable and the leaderboards are great!

Nachteile

When you want to dig deeper into the data you have, it's not easy to select the criteria you want to.

Vorteile

It was very easy to set up the and get started with the software. Importing contacts was a breeze and I loved that we could filter responses by a large number of options (including the custom fileds we imported). Support was very helpful at all times and every suggestion we had they implemented within a day. Also they helped a lot explaining the product in detail and the initial demo was very useful.

Nachteile

The only problem we had with the software is that we couldn't organize our surveys via separate campaigns. It was a bit confusing to have all of the contacts in one list and not have seperate segments as well as all of the feedback in one place that we couldn't keep track of the NPS from one campaign to the other.

Vorteile

AskNicely helped us to focus on the right features and not get distracted. You understand your customers much better. It also gives you a good chance to save customers which could leave.

Nachteile

Searching through all replies could work better.

Vorteile

I love seeing feedback from our members daily. I love that I can communicate directly through the software and that I can see if/when another team member has contacted that member.

Nachteile

There isn't anything I don't like. However, I'm sure there is more it could do. Maybe customizable surveys for specific programs or sub groups? Also, I would like to have some benchmarks. What is considered a GOOD NPS score for an organization like mine? I can only currently compare against myself, and between my locations.

Vorteile

AskNicely gives us an easy way to gauge our users' satisfaction with our product. The interface is clean and friendly, and allows us to quickly set up groups of users to poll. The automated follow-up feature (ask detractors why they're unhappy; ask promoters if we can use them as a reference; etc) makes it really easy for us to talk to our users one-on-one without the traditional overhead of doing so.

Nachteile

Some of the multi-brand/templating features are a little limited and confusing. And it's not always clear if you're sending surveys immediately or adding them to a queue to be sent at some point in the future. But that might just be me...

Vorteile

Love that we're getting fast actionable insight from our customers through NPS. Helps us segment our market and focus on our customer advocates

Nachteile

NPS isnt the best indicator of success. Customers don't like to do it and European clients have a different interpretation of success

Vorteile

Helps us see how we are doing on a user experience level with actionable results which help us with future product planning.

Nachteile

The dashboard can be cluttered with too much information at times which forces us to do some heavy scrolling to get to what we want to see.

Vorteile

The reply function was good.
Simple setup.
Good customer service team. Although not operating on UK hours.

Nachteile

Don't allow you to pause and re-start.
Limited number of emails sent.
Value for money. Quite expensive for 500 emails.

Vorteile

Automation used for this tool is great as it really allows you to gather more (positive) reviews fast! SMS and auto-reminders, are great features.

Nachteile

Can take time to set up, but no complaints.