TrustRadius: an HG Insights company

AskNicely

Score10 out of 10

54 Reviews and Ratings

Get a Demo

What is AskNicely?

AskNicely in New Zealand offers their software application as a means of collecting real-time feedback from customers, touting integration with the CRM and automated workflows, the ability to integrate interaction data from popular tools and channels (e.g. Slack, Intercom, etc.), and boasting a satisfactory survey response rate superior to other survey tools.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features AskNicely has to offer, as determined by TrustRadius' reviewers.
Based on 54 ratings of AskNicely's features
View all features

Top Performing Features

  • Response tracking

    Individual responses are coordinated with demographic information about the respondent. This information is stored and can be used for reporting and analysis.

    Category average: 8.7

  • Access controls

    Administrators can limit users’ ability to access data and edit content.

    Category average: 8.9

  • Changes to live survey

    Users can make changes to live surveys after they are published.

    Category average: 8.3

Areas for Improvement

  • Themes

    Includes options for the look & feel of a survey, including different colors, fonts, layouts, etc.

    Category average: 7.1

  • Survey logic flexibility

    Survey question flow can be customized with skip logic, conditional questions, question branching logic, piping logic, and/or randomization.

    Category average: 8

  • Custom reports

    Allows users to report on custom metrics, choose which metrics to include in a report, run reports with advanced segmentation and/or customize the look and feel of a report.

    Category average: 8

Reviews

What users are saying about AskNicely.
View all reviews

The best way to learn what your customers think!

Incentivized
Nikhil GeorgeView profile
Product Manager in Product Management at Spotlight Reporting (11-50 employees employees)

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.

Return on Investment

  • Improved understanding of customer satisfaction and movement
  • Reduced churn
  • Seeing who our advocates are has led to other conversations and opportunities with them

Other Software Used

Intercom, Zendesk, Chargify, Box, ChartMogul

AskNicely is a great CX tool for SMB’s

Incentivized
Jim FordView profile
CEO (Chief Experience Officer), ASBC in Professional Services at LTC Customer Experience Consulting (51-200 employees employees)

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

Return on Investment

  • Top line and bottom line impact. Helps us to identify our most loyal customers and keep them loyal which grows top and bottom line
  • More customer referrals grow top line

Alternatives Considered

Delighted

A great product!

Incentivized
Nick LamppView profile
Applications Development Manager in Product Management at SPM Assets (11-50 employees employees)

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.

Return on Investment

  • We have only recently implemented the product so don't have any figures relating to an ROI at this point, however, it has definitely helped identify some customers that may have been at risk of churning.

Other Software Used

WorkflowMax, JIRA Software, JIRA Service Desk, Atlassian Confluence, Slack, GoToMeeting

AskNicely Works for Us.

Incentivized
Craig KellyView profile
Sales and Marketing Manager in Marketing at Motus Hydraulics Ltd (11-50 employees employees)

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.

Return on Investment

  • We have never looked at the ROI for us it's more about our customers and feedback from them.

Other Software Used

HubSpot CRM, eXo Platform, HubSpot Sales

Great setup, with fantastic support

Incentivized
Gavin BrattyView profile
Software Support Specialist in Information Technology at SPM Assets (11-50 employees employees)

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.

Return on Investment

  • Always positive, because it lets us know what we are doing well, and where we need to make improvements