AskNicely Information Reviews & Insights

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

8 Reviews

Information

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! (Internet, 11-50 employees)

Vetted Review

1 year of experience

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Great tool!

Rating: 10 out of 10

Incentivized

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 (Internet, 51-200 employees)

Vetted Review

2 years of experience

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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 (Computer Software, 11-50 employees)

Vetted Review

2 years of experience

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AskNicely—Pricier but the Salesforce integration is worth it!

Rating: 9 out of 10

Incentivized

April 2, 2018

Use Cases and Deployment Scope

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.

Jeff Beaumont

Managing Director of Customer Success in Customer Service at Riskalyze (Computer Software, 201-500 employees)

Vetted Review

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AskNicely is a game changer!

Rating: 10 out of 10

Incentivized

March 28, 2018

Use Cases and Deployment Scope

We use AskNicely across the entire organization to periodically see how our software offerings are working for our clients. It is a non-intrusive way to have our customers provide feedback with no pressure. It has allowed us to work with clients who may have been having issues and did not want to contact us, better understand our client needs and release new features based on client feedback and help us find clients who could provide testimonials for our services.

Pros

AskNicely allows you to customize your message and questions to your customers so you can determine what areas may need improvement or praise.
The AskNicely dashboard and historical tracking is a great way for us to measure our performance of how we handle unexpected technical issues that might impact our clients.
AskNicely is easy for the client to quickly provide feedback without taking too much of their time.

Cons

More template customization.
Ability to deactivate single users/not all users.
Ability to "bucket" scores to easily track scores like 1-3, 4-7, 8-10.

Likelihood to Recommend

For any company who wants to make sure they are providing the best product and service to their clients AskNicely is a critical tool.

Don Reynolds

Director in Corporate at Headset (Computer Software, 11-50 employees)

Vetted Review

1 year of experience

A Nice Time with AskNicely

Rating: 9 out of 10

Incentivized

March 23, 2018

Use Cases and Deployment Scope

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.

Diana Zabalovici

Marketing Programs Intern in Marketing at ClearCare (Computer Software, 51-200 employees)

Vetted Review

1 year of experience

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AskNicely = NPS Champ

Rating: 10 out of 10

Incentivized

March 16, 2018

Use Cases and Deployment Scope

We use AskNicely throughout our my company. We utilize it to garner feedback in regards to many different facets of the business, such as product development, customer success, sales & marketing, and the list goes on and on. We are undertaking a large growth initiative this year and it is the tool we are primarily using to help us scale that growth properly.

Pros

On the back end, AskNicely is set up very well. It's incredibly user friendly, and integrates with our other systems (CRM, Zapier, etc) with ease. The overall automation throughout the product is really done well.
I was initially concerned about "spamming" our current customer base. AskNicely has safeguards in place that do a great job from preventing that from happening.
I really like that we can "publish" our promoters comments (luckily we have more than a few to choose from), directly to our website using a simple widget.
Their customer support/success throughout the implementation process is fantastic. Made sure we were getting the most use of their product, and also helped guide us in creating idea and ways to utilize the software.

Cons

Honestly can't think of much, but other than continued integrations with other products out on the market. Trello is one inparticular that we utilize that would be a "nice to have", but we get around it.

Likelihood to Recommend

There is a way to use AskNicely in every facet of your business. I believe companies always have room for improvement and this is a great tool that gives someone direct answers on exactly where and what they need to be doing and how those actions can have a direct impact on their customers.

Michael Sterling

Director of Sales and Marketing in Marketing at Mizuni. Inc. (Computer Software, 11-50 employees)

Vetted Review

1 year of experience

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A Robust NPS Provider

Rating: 10 out of 10

Incentivized

February 22, 2018

Use Cases and Deployment Scope

AskNicely provides insight into the health of our accounts. It tells us who we might use as a reference in sales efforts, who is having problems with the product that our engineering team might help with, and overall just where we succeed and where we fail with visible trends. This means that although AskNicely lives in customer success, the results that come out of it are important to our whole organization. At the end of the day, AskNicely helps us identify risk and reduce churn.

Pros

NPS Surveys - Easy to access and use and branded for our company.
Analytics - AskNicely provides simple and robust analytics for identifying trends in data.
Workflows - AskNicely uniquely provides automated workflows in response to NPS results. This means teams like customer success and marketing can spend less time reacting and researching and more time working to create programs that drive more business and improve our customer experience.

Cons

The filters in the analytics can be limiting. They work only on pre-defined variables.
The ability to manage contacts feels a little difficult at times, again, nothing outrageous, just that the limitations on how you load and manage contacts seems arbitrary.
The fact that you have to pay the premium monthly price to get some of the integrations is a disservice to AskNicely. They have an overall higher price point than some of their competitors, tie that with the required higher pricing to get some of the integrations you may need and it can be a blocker to choosing AskNicely. At the end of the day we still found it to be worth it, but it's something to consider when evaluating your needs for an NPS provider.

Likelihood to Recommend

AskNicely is NPS software and it works very well. It sends surveys when you want it to, is smart enough not to spam people, and provides a solid feature set to evaluate and act on results. Do use AskNicely to measure your customer health. Do not use AskNicely to find out if end users (or consumers) are happy. This is much more a B2B than B2C solution.

Joel DeWitt

Director of Customer Success in Customer Service at Imprev, Inc. (Computer Software, 11-50 employees)

Vetted Review

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A Robust NPS Provider

Rating: 10 out of 10

Incentivized

February 22, 2018

Use Cases and Deployment Scope

Pros

NPS Surveys - Easy to access and use and branded for our company.
Analytics - AskNicely provides simple and robust analytics for identifying trends in data.
Workflows - AskNicely uniquely provides automated workflows in response to NPS results. This means teams like customer success and marketing can spend less time reacting and researching and more time working to create programs that drive more business and improve our customer experience.

Cons

The filters in the analytics can be limiting. They work only on pre-defined variables.
The ability to manage contacts feels a little difficult at times, again, nothing outrageous, just that the limitations on how you load and manage contacts seems arbitrary.
The fact that you have to pay the premium monthly price to get some of the integrations is a disservice to AskNicely. They have an overall higher price point than some of their competitors, tie that with the required higher pricing to get some of the integrations you may need and it can be a blocker to choosing AskNicely. At the end of the day we still found it to be worth it, but it's something to consider when evaluating your needs for an NPS provider.

Likelihood to Recommend

Joel DeWitt

Director of Customer Success in Customer Service at Imprev, Inc. (Computer Software, 11-50 employees)

Vetted Review

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