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.
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GetFeedback Reviews
4 Reviews
Mid-sized Companies (51-1,000 employees)
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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.
VU
Verified User
Vice-President in Information Technology (201-500 employees)
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.
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.
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.
