GetFeedback Reviews and Ratings

Rating: 6.8 out of 10

Score

6.8 out of 10

Community insights

TrustRadius Insights for GetFeedback are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

GetFeedback by Zen is a versatile software tool that is used in various industries and departments for a wide range of purposes. One of the key use cases of GetFeedback is in recruitment, where it is employed by hiring teams to assess and qualify new job applicants through surveys. This enables organizations to gather valuable insights into each candidate's skills, experience, and suitability for the role.

Additionally, corporate training teams rely on GetFeedback to collect feedback from trainees after each training session. This helps them understand how effective the training was and make necessary adjustments to improve future sessions.

Human resources departments also benefit from using GetFeedback for employee stratification and employee recognition programs. By utilizing surveys, they are able to gather feedback from employees and nominate outstanding performers for recognition.

Another significant use case of GetFeedback is lead qualification. The Solution Builder App allows sales teams to qualify leads through the use of surveys. This enables them to better understand potential customers' needs, preferences, and pain points, helping them tailor their approach and improve conversion rates.

Furthermore, GetFeedback plays a crucial role in gathering customer feedback and sentiment analysis. It serves as the primary survey tool for Zen, allowing businesses to collect valuable insights about their customers' experiences with products, services, and support. The software offers customization options that help maintain brand consistency while delivering a consistent user experience.

However, there are some challenges associated with using GetFeedback. Duplicate responses can be a pain point, requiring constant reconciliation. Despite these limitations, GetFeedback remains a popular choice among users as it provides an easy-to-use interface, seamless integration with Salesforce, and the ability to generate valuable feedback quickly.

In summary, GetFeedback is a versatile tool that addresses various needs across organizations. From recruiting and corporate training to lead qualification and customer feedback collection, this software offers valuable solutions for improving processes and decision-making based on user input.

Reviews

11 Reviews

Affordable tool for client feedback

Rating: 8 out of 10

Incentivized

October 31, 2024

Use Cases and Deployment Scope

We use GetFeedback for surveys to internal and external clients. The platform provides us with an opportunity to address current client issues by surveying them and providing solutions to those issues in real time.

Pros

Surveys
Summaries
Widgets

Cons

Distribution could be better. Including more fields for comparison
Dashboards could be more robust

Likelihood to Recommend

GetFeedback is a fairly inexpensive option for survey management. It is easy to create surveys and distribute them. If a company doesn't need a super robust program, GetFeedback is an excellent solution. You can also integrate it with Salesforce which could provide even more opportunities for distribution and analysis.

Megan Baak

Banking Officer, Client Experience Process Coordinator in Product Management at Texas Capital Bank (1001-5000 employees)

Vetted Review

3 years of experience

View profile

GetFeedback is an easy to use survey tool for most use cases

Rating: 7 out of 10

Incentivized

May 1, 2024

Use Cases and Deployment Scope

We mainly use it for external routine questionnaires, responses to invitations, internal questionnaires. Nearly all questionnaires are synced back to our Salesforce org. Most one-off surveys are copies of previous surveys with visual changes. We send out most surveys through email links with variables appended - sometimes using the ability to embed a button.

Pros

Intuitive
Mobile friendly
Sync to Salesforce

Cons

More flexibility in terms of types of questions
More layout customizations
More complex syncing mapping options

Likelihood to Recommend

It works well but we evaluated it over a decade ago so I can't really speak to if we would select it against the current slate of competitors. We did move away from clicktools at the time as that was a frustrating platform, but if I were looking today I would do a more thorough review.

Verified User

Vice-President in Information Technology (201-500 employees)

Vetted Review

10 years of experience

The premium survey platform for the Salesforce ecosystem.

Rating: 10 out of 10

Incentivized

June 28, 2021

Use Cases and Deployment Scope

GetFeedback, by SurveyMonkey, is being used for two purposes: 1) to provide a CX platform, 2) to be integrated to Salesforce. It is currently being used across many divisions at Zen with an eye for using it for internal purposes.

Pros

Great integration with Salesforce
Fantastic looking surveys
Incredible time to delivery - this is fast to spin up and use

Cons

I would like to see some of the browser based analytics available in Salesforce
Continue working on the Salesforce installed package - it is great, but lots of potential here where nobody is really exploiting

Likelihood to Recommend

The Salesforce integration is fantastic. I have seen it evolve over the years and it is clear there is some considered investment going on here. In its first guise, the integration was fine at pushing survey response data to objects of your choosing. More recently, the integration has introduced a managed package, which has brought a really flexible object structure to what GetFeedback, by SurveyMonkey writes to. In a nutshell, you get a Survey -> Response -> Answer three tiered structure, meaning that you don't have to configure every time you mix up your survey design to b more complex. Finally, the forthcoming managed package is now being updated to bring a nice home page with it, with some nice top down analytics. This is great stuff and brings a lot of hope for the future of the platform. That Salesforce use it as their preferred surveying platform over their own on platform one is telling.

Simon Whight

Platform Technical Architect in Information Technology at Zen Internet (201-500 employees)

Vetted Review

5 years of experience

View profile

We love GetFeedback

Rating: 9 out of 10

Incentivized

December 13, 2018

Use Cases and Deployment Scope

We use GetFeedback for surveys to gauge the success of our completed projects. It is great for this purpose as it gathers quick feedback in a user-friendly and mobile responsive format. It is easy to set up the survey and we integrate it into Salesforce to store the answers for analytics.

Pros

Mobile responsiveness
User friendly
Easy to use on the back end

Cons

Could increase their support for complex surveys.

Likelihood to Recommend

We love GetFeedback and would definitely recommend it to others.

Verified User

Consultant in Customer Service (11-50 employees)

Vetted Review

5 years of experience

Using GetFeedback in Higher Education

Rating: 10 out of 10

Incentivized

December 4, 2018

Use Cases and Deployment Scope

We use GetFeedback for several assessments and personalized form submissions. Our assessments are generated and integrated within Salesforce, allowing for customization and the ability to auto-load responses directly within a custom Salesforce object. In addition to assessments, we have developed a series of admission application forms (references and surveys) to gather data from multiple constituents involved in the higher education enrollment process. Finally, we have developed GetFeedback forms to serve as emergency web placed forms in the event our primary web forms are unavailable or unresponsive.

Pros

Salesforce integration is intuitive and easy to implement without any coding.
Customization and logic is incredibly useful to improve the user experience.
Visualizations and graphics are customer-friendly and load easily on all devices.

Cons

Survey submissions can notify only one email address so if you need individual responses to go to another individual you have to either set-up Salesforce workflows/email alerts or auto-forward rules in the email inbox
Salesforce integration and sync is great and usually reliable but occasional record ID changes cause a failure in a survey response to sync to Salesforce. GetFeedback has no way to notify the administrator of the record's failure to sync.
Easier to sync all data to Salesforce and do survey reporting within Salesforce than within the GetFeedback user interface

Likelihood to Recommend

Great solution for a low-budget non-profit with little to no coding experience. Customers using Salesforce will find GetFeedback easy to use and helpful to generate internal business processes. GetFeedback can do way more than just assessments and can be generated based on any business process from Salesforce via a workflow/email alert to send out a customized unique GetFeedback link to complete forms or other business processes.

Nathan Baker

Director of Recruitment and Analytics in Sales at Taylor University (201-500 employees)

Vetted Review

3 years of experience

View profile

Use GetFeedback!

Rating: 10 out of 10

Incentivized

April 27, 2018

Use Cases and Deployment Scope

Across two companies, my teams have used GetFeedback to discover consumer sentiment, to survey customers about their sales and support experience (net promoter score), and even to solicit content from thought leadership contributors. There are lots of tools you could use for this, but GetFeedback stands out. We started using GetFeedback because it was the only tool with a truly solid Salesforce integration. We ended up using it because it had the best UI and looked absolutely gorgeous. It's fantastic, and the team that supports it is too.

Pros

Salesforce integration
Easy UI
Flexible for branding

Cons

Not a criticism - but it would be really great to be able to reach audiences that we simply don't have access to. SurveyMonkey now offers this.

Likelihood to Recommend

It's best suited for situations when getting data into Salesforce is a priority. It's well-suited for just about any other purpose where you need to collect data or even content. I'd say it's not currently suited for situations where you're looking to reach customers or audiences that you don't have contact data for.

William Tyree

CMO in Marketing at FaceFirst (11-50 employees)

Vetted Review

3 years of experience

View profile

Great product, would recommend

Rating: 9 out of 10

Incentivized

March 28, 2018

Use Cases and Deployment Scope

We used Getfeedback to primarily generate NPS and CSAT scores for our existing merchants. IT allowed us to generate value for both our support organization and marketing org, letting us see the results of our campaigns and outreaches to existing merchants. We heavily used the link parameters to have more customization in email.

Pros

Link parameters in surveys
Clean user interface
Easy to export results to Salesforce.

Cons

More integration with marketo and other systems. I wish I could use more of this data for triggered messaging.

Likelihood to Recommend

It would be a great tool for a marketing team just getting off the ground and trying to generate some good feedback. It can also potentially be white-labeled and shared with consumers. It could all still be easily tracked through the URL parameters one can set up with getfeedback's link tool.

Verified User

Director in Marketing (201-500 employees)

Vetted Review

3 years of experience

Looks Nice, Limited Functionality

Rating: 6 out of 10

Incentivized

January 30, 2018

Use Cases and Deployment Scope

We use GetFeedback sparingly. We originally signed up because of its integration with Salesforce, we were looking for a way to bring survey data into Salesforce automatically. The Salesforce integration works, but we have previously found other applications that meet our needs in a more robust way. We still use GetFeedback from time to time...mainly as a survey tool.

Pros

Elegant design
Easy to use
Quick to create custom surveys

Cons

Salesforce integration options
Survey data presentation
Flexibility with question types

Likelihood to Recommend

GetFeedback is great when you want to create a quick survey and are ok with exporting the data into an Excel spreadsheet. It is less appropriate when you're trying to do complex things on the backside with the data via a Salesforce integration. We lean towards GetFeedback when we just need the survey to look pretty, but don't need much functionality beyond that.

Verified User

Director in Customer Service (11-50 employees)

Vetted Review

4 years of experience

Perfect for asking those questions you've always wanted the answer to!

Rating: 10 out of 10

Incentivized

October 23, 2017

Use Cases and Deployment Scope

GetFeedback is currently used as a tool to generate feedback to our clients and allows us to get some valuable infomration from them in an easy manner. Before we first started using it, we found it hard to find out exactly how customers felt and a lot of the time, we were sending out emails. So GetFeedback allows us to offer something more engaging.

Pros

The way it works with Salesforce CRM and how you can create dashboards and reports based from criteria gathered in GetFeedback.
Customisable features are a big plus - allows you to choose what kind of question you want to ask.
Very easy to use interface and so easy to assemble a survey within minutes.

Cons

A little more customisation would be nice. Having the option to completely change the layout of a question (other than background image) allows for more personalization.

Likelihood to Recommend

When we first started implementing GetFeedback in our business, I was part of the team that helped create surveys and monitor answers within our Salesforce org. It was at this point that I found GetFeedback support to be very helpful as they guided me in creating the questionnaires and allowed me to easily get the results I needed. It is perfect for gathering customer data but also just asking potential customers some questions too, so you can see if they are enjoying a new design or have any suggestions for improvements.

Verified User

Contributor in Marketing (1001-5000 employees)

Vetted Review

1 year of experience

GetFeedback from your entire customer base!

Rating: 8 out of 10

Incentivized

May 18, 2017

Use Cases and Deployment Scope

We are using GetFeedback as our primary survey tool to collect customer sentiment when a support case closes (CSAT), when a PS project closes (PS SAT), and our rolling 6 month Customer Sentiment Survey. The surveys technically span three different departments but all roll up to our Customer Insights team. Some of the big positive about GetFeedback is that we have standardized (almost) all of our surveys into a single vendor which makes data management and reporting much easier. GetFeedback also allows a lot more customization to the look and feel of our surveys to ensure we stay on brand and deliver a consistent user experience. The most impactful feature of GetFeedback is you can embed the responses to an initial question directly into the email. This allows us to capture the 1-5 CSAT rating for a support interaction without the customer having to open up the survey in a separate tab. We have seen a large increase in the amount of initial CSAT responses we receive after implementing this.

One of the big pain points we have with GetFeedback is that it will create duplicate responses, which requires constant reconciliation.

Pros

Embed survey responses into an email to allow for easier data capture from customers.
Automatically creates GetFeedback records in SFDC, which allows for greater visibility and better integration of reporting. This also drives a number of calls to action with internal teams via SFDC workflows and Gainsight.
Very customizable look and feel of the survey to stay on corporate brand.
Intuitive user interface.

Cons

Creates duplicate responses, this especially seems to be an issue when you embed a survey response into an email. The problem stems from Getfeedback's inability to recognize that a customer has started a survey, quit part way through, and then come back to finish it.
Would like additional customization to the navigation/format within a survey.
Engaging support is not super intuitive. They have a weird popup menu on their website and their internal case system does not provide any receipt/confirmation so I'm not sure whether or not my request has been received.

Likelihood to Recommend

It is great to standardize under a single survey tool. Because it integrates so well into Salesforce it is very useful if your business lives and breathes in SFDC. It's helpful if you have a lot of surveys you are sending at different points in the customer lifecycle. You will need to have your own email delivery tool to really take advantage of when you are engaging a customer.

Scott Superko

Senior Analyst, Renewals and Customer Success Operations in Customer Service at Okta, Inc. (1001-5000 employees)

Vetted Review

1 year of experience

View profile

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Reviews and Ratings

GetFeedback from your entire customer base!

Rating: 8 out of 10

Incentivized

May 18, 2017

Use Cases and Deployment Scope

One of the big pain points we have with GetFeedback is that it will create duplicate responses, which requires constant reconciliation.

Pros

Embed survey responses into an email to allow for easier data capture from customers.
Automatically creates GetFeedback records in SFDC, which allows for greater visibility and better integration of reporting. This also drives a number of calls to action with internal teams via SFDC workflows and Gainsight.
Very customizable look and feel of the survey to stay on corporate brand.
Intuitive user interface.

Cons

Creates duplicate responses, this especially seems to be an issue when you embed a survey response into an email. The problem stems from Getfeedback's inability to recognize that a customer has started a survey, quit part way through, and then come back to finish it.
Would like additional customization to the navigation/format within a survey.
Engaging support is not super intuitive. They have a weird popup menu on their website and their internal case system does not provide any receipt/confirmation so I'm not sure whether or not my request has been received.

Likelihood to Recommend

Scott Superko

Senior Analyst, Renewals and Customer Success Operations in Customer Service at Okta, Inc. (1001-5000 employees)

Vetted Review

1 year of experience

View profile