The PG Forsta HX platform, the technology and research solution formed from the Forsta solution based on the combined (through merger) technology of Dapresy, Confirmit, and FocusVision, and later by the acquisition of Press Ganey in 2022, is a customer experience management solution featuring both forms and text analysis to understand the Voice of the Customer.
N/A
TheyDo
Score 8.0 out of 10
N/A
TheyDo aims to help find the right customer problems to solve using customer journeys. TheyDo is described by the vendor as a modern product for innovation, personas & customer journeys to find and solve problems.
There are several new enhancements and features being added to the product on a regular basis, whether its new reporting tools, survey question types or something else, the products are always improving. They are also proactive when it comes to communicating issues, platform changes, downtimes (rare) which I have not seen from other vendors too often. Aside from the product which just works, the support team has to be one of their best assets in my opinion. Their support team know the product inside and out and can provide some creative solutions to achieve your goals. They are always available and offer 24x7 services for free which in many other companies is only available as an add-on cost for premium support.
If you have a digital product with a digital customer experience that needs to be analysed, described, and potentially monitored and improved. This tool gives you a ready methodology that works. Less suited if you need to map internal processes in a sort of Business Process Management Notation, but still is a good alternative to that.
This is one of the few survey programs that let's you do almost anything you can imagine - complex logic, showcasing concept designs/videos, cluster analysis are a few of the uses we got out of this program.
Comprehensive data analysis and reporting options allowed us to fill just about any client request.
The ability to repeat the same data export with the options you selected the first time would be good. There are a lot of options available for data exports and it can be challenging to remember exactly which options you picked should you want to put out the same options as a previous export.
Continue to improve functionality and speed. You are already the leader in my book. Don't fall behind. :)
Create more "Ready to use" questions like the Carousel for grid questions.
Maps are difficult to navigate when they reach more than 10 steps - but I think it is normal. Maybe suggesting to break down maps when they are too big is good advice that the app might give at a certain point.
When choosing the images for the actors, sometimes the app freezes.
From my point of view Confirmit has been a key tool in our organization. Without it we can't deliver what we do at this moment. Confirmit has proved that is a reliable, stable and easy to use tool. The few issues we found (as far as I know) were sent to Confirmit support team and fix them. Patching the product has been done faster and without large downtime of the product
Confirmit is a very technical tool, it takes time for someone to get used to the interface, even when it could definitely be more intuitive or user friendly, this is part of Confirmit's strenghts that makes it one of the most robust data collection technologies out there.
The support team is responsive and I can tell that they are actually trying to help get to the heart of the issues before making us try every possible solution available. They ask the right questions and test things before coming back to us with proposals. I like the support team at Confirmit.
While I was not responsible for the decision to utilize Confirmit I am certainly glad to be using it instead of Dimensions. The interface, coding language, and flexibility of Confirmit are all superior to Dimensions in my opinion. I only programmed average complexity surveys in Dimensions so it is possible that there is some feature or flexibility that I did not get to experience but from my use, Confirmit definitely comes out on top.
As TheyDo is focused on customer journey mapping only, their user interface works very well. You can easily create a team and manage multiple user roles and teams. As for the learning curve, it is also not that difficult to learn how to use the tool, and this boosted genuine adoption rather than forcing people to use a tool in a usual top-down approach.
