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.
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.
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.
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
We use AskNicely in Sales, Sales Support, and Marketing. It gives us a great amount of insight into our customers. We are able to segment the responses in order to see what needs to be fixed and what we need to continue to do.
Pros
The interface is simple and intuitive.
AskNicely is always pushing through little improvements like auto-reply by score or the new TV app.
Simple to set up and get started.
Cons
When we signed up, AskNicely said they were working on an API to MS Dynamics CRM. We have been on board for 18 months, but there is no API as of yet.
I would like the ability to correct segments when loaded, as sometimes we have listed accounts incorrectly and had to ask Asknicely to fix it.
Bill from an American Bank. I have to pay an international bank charge each month as the invoice is coming from NZ.
Likelihood to Recommend
If you are a subscription-based business AskNicely is a great way to see how well you are performing in the eyes of your customer before the renewal period. Any business that wants to know what customers think and how to improve should be using NPS.
We are using AskNicely to gather honest feedback from our candidates and clients. It addresses any issues that our clients and/or candidates might be experiencing by using our services and enables us to improve our customer service and processes.
Pros
Enables people to give us a quick score of 0-10
Also provides additional opportunity to elaborate on their score
Enables us to respond to them directly
Cons
Following up with reviewers in the future to explore if their problems were addressed
Likelihood to Recommend
AskNicely is well suited to businesses which provide services to clients and require feedback on their experience
VU
Verified User
Director in Sales (Staffing and Recruiting company, 201-500 employees)
We use AskNicely to initially create a baseline NPS score and also to understand and identify trends and both positive touchpoints and pain points in our customer experience. We also use AskNicely to identify our promoters segment and why they are promoters. It helps inform how we build and deliver our customer experience strategy.
Pros
Easily and accurately measure NPS
Amazingly easy to “close the loop” with customers who respond to the NPS question
Share results with entire organization
Capture customer verbatim for use in marketing material and employee training programs
Cons
Integrations could always be another but they do a nice job getting Asknicely and CRM’s talking nicely to one another
I’d like to see more resources on how to take small businesses to the next level of CX execution using NPS and AskNicely
More, not fewer plan options
Likelihood to Recommend
AskNicely is perfect for an SMB who truly wants to begin building a formal Customer Experience program but does not have the internal resources to get started. With AskNicely, you can quickly not only measure NOS but take action like your larger competitors. It really is a difference maker.
We use AskNicely with our customers for the purposes of our entire company. Everyone participates, everyone sees the feedback. We pipe it into a Slack channel so anyone—Sales, Product, Customer Success, etc.—can see the feedback directly from customers. This helps not only to prevent synthesized statements that employees might pick up on, but also some feedback that some of our employees may be unaware of.
Pros
Clarity. The system is simple and easy to use.
Easy integrations with Slack and others.
Consistent and reliable product.
Cons
The Salesforce integration took quite a bit of time to get set up and wasn't as simple as initially understood.
Likelihood to Recommend
If you want to hear feedback from customers, this is a great tool for just that. It's not the cheapest, but allows flexibility whether you want to get feedback via in-app, email, etc. It has additional functionality to go even deeper.
If you have Salesforce, this is one of the few NPS surveys that integrate, most of the rest do not.
We use AskNicely to monitor our net performance score on an ongoing basis. It allows us to see how we're doing; the feature where you can segment results by respondent title is especially helpful. Our CEO is always interested in the response scores that come straight from owners.
Pros
The entire website is intuitive and easy to use. I could figure it out in a short time
Customer service is very prompt and responsive. Whenever I had a question, the explanations I got were really clear and detailed. I was matched with one rep, Andrew, and he's been great. I feel like I can just quickly email him and he'll take care of whatever
The fact that you can customize the AskNicely reports is useful. You can start to monitor certain key words, and slice and dice the data in endless ways. If you like data and numbers, you'll have fun
Cons
I'd like to be able to set the exact time when the net promoter score quiz email is sent across different regions of the US. Right now that's not an option, and due to time differences, different people get the email at different times
I'd like to see a funnel for the nps email delivery: right now I have no access to that data (of the total emails sent, how many were opened, how many were opened but the quiz wasn't filled out, how many respondents didn't comment, etc.)
More articles and resources on the Help page would be nice
Likelihood to Recommend
In my opinion, AskNicely is especially good for a growing company.
If you're interested in keeping tabs on your customers' experience with your product/website and you have the resources to get back to those customers in a meaningful way, it's a great tool. If you're just going to compile a report on your nps score but not take any follow-up action, why would you bother spending the money on this service? Be realistic about what your company will do.
[It's being] Used by a department to determine product-based NPS scores and customer satisfaction with products.
Pros
Smoothly manages questionnaire implementation, thanks to integration with HubSpot
Provides a ready determination of NPS scores across any time frame you choose, per product "segment"
Allows Slack integration so we can alert our customer service department to resolve urgent issues by detractors
Cons
Ability to combine segments into 1 score. For instance, we set up one segment for Product X that was ordered by customer as part of a bundle, and another for same Product X ordered separately. We're testing for a halo effect on Product X's NPS score. Assuming there is no halo effect, for reporting purposes I would like to combine both segments. It's a manual process now.
Would like ability to see multiple graphs in one view (for each segment)
Problem is to know when an original population's NPS has statistically significantly improved/worsened over time. 2 methods are a margin-of-error test (like 95% confidence intervals included with NPS scores) and a chi-square test. Good example is a calculator by Genroe Software https://www.genroe.com/resources/free-downloads/net-promoter-margin-of-error-calculator. NPS is a sample, and you can infer the original population's NPS using binomial variance using 3 variables (Promoters, Passives, Detractors). Along with testing for inferred population NPS shifts, a simple, clear explanation of all this would really help me explain it to our CEO.
Our company used to be rated on customer service by KLAS, but as of 2015, they no longer included our category in their research. We knew we needed a solution to track feedback and engage end users on their overall satisfaction, and AskNicely was one of the first NPS tools we came across. We started with the trial version, and we were very impressed by the results. It automated the outreach process, and it tracked individual users, as well as the overall score. The support department used it primarily, but the results were shared at the company management meetings.
Pros
AskNicely is very easy to set up and configure. Uploading the contacts was a breeze, and the import went smoothly.
Results are clearly and logically displayed for rapid engagement.
We reached more users in just one day than we did in one week previously with three people calling daily. And this was just with the trial version, which limited us to only 50 surveys a day!
Their customer service was stellar. I never had to wait long for a response from our representative (Nick). He was quick with solid answers as well.
The graphical interface is very streamlined and user-friendly. It made an impact with our management team for sure.
Cons
I did have some trouble loading the CSV list of contacts and porting over certain fields. It was not as configurable as I was led to expect. For instance, I did not see default fields for site, state, zip code, etc.
I would like to see more customization with the design of the outreach, specifically in branding, background images, and layout/spacing.
I would also be interested to see more customization/options for automating the emails, specifically by time zone or grouping them throughout the day (instead of all queued up at the same time).
Likelihood to Recommend
I really believe that every company, business, and organization needs some aggregator for NPS scores. Feedback is so critical in the direction of a company, especially in the tight-knit healthcare IT community. The more we know about our strengths and weaknesses, the better suited we will be to keep our current client base happy, while resolving issues that are affecting our detractors. That direction will guide the product, leading to an increase in sales; it's a no-brainer. The question is, what solution do we opt for? The paper-and-pen method (Excel) was not sustainable. Online documents are only really viable for the first few weeks. Having a user-friendly and easily maintainable solution like AskNicely is the key. The interface is simplicity itself, and the results were very surprising (in a good way). I would very strongly recommend this for software companies, but really any group that needs to monitor feedback could benefit from this service. The larger the group, the better suited it would be. I would only say this is not an applicable solution for very small companies with a very local client base (but, even then, I could make the argument).
