Ask Nicely for internal staff NPS and external customer NPS

I'm a product owner and manager involved with developing online web applications in the IT/ICT industry. People and customer operations are part of my portfolio so I was looking to find a NPS tool that would be quick to setup, easy to administer and nice to use. Obviously it would have to be effective. I had a choice of building our own, using a survey tool (google sheets, sgizmo, surveymonkey, wufoo etc) or something dedicated. Building would distract me from our core product offering and likely leave us with a basic but effective tool with moderate effort. Using google sheets would be very cheap, quick and easy but leave us with a bit of an administrative overhead and an average user experience. Using a sgizmo, surveymonkey or wufoo would in some cases be somewhat costly, and the administration intensive. I felt using these platforms the NPS surveys are one of many forms of surveys so the entire survey tool/product has to maintain some generic conventions. When looking for dedicated NPS platforms none of them have the contemporary ultra-designed feel of AskNicely which means that our administrative overheads are low, the product is tailored to NPS so we get digests and it has features like flow control, automatically asking NPS scores after 180 days, etc that would not be possible with generic survey tools. The pricing model is extremely accessible as for our internal staff NPS I expect we'll be entirely on the free plan. Luckily we have enough customers to justify the reasonable costs for doing our external customers. All in all I couldn't be happier. This is not only good for NPS but I've used it as a case study in design and product development. I cite the onboarding, the clean design, the bias toward beautiful functionalism. We asked them about how we could use their segmentation feature and they even improved it and pushed out the change in less than a day. Pretty amazing all round actually.

Outstanding Product, Necessary for Customer Feedback and Advocacy

Pros

* Let me start off with the ease of use, since that probably is what sticks with me the most. Uploading contacts is a breeze, and managing campaigns could not be more direct. Managing and tracking feedback is also very intuitive, with one of the smallest learning curves I've ever experienced.
* Customers can respond directly in the email, instead of having to log on or open up a survey link. This made for a much higher response rate on initial outreach from what we had previously seen.
* The functionality is stellar; it performed exactly as we had wished. Individuals are tracked instead of just campaigns, which allows for year-to-year follow-up with sites and users.
* You can customize the contacts, and thus the data, by any elements you wish (zip code, state, product, etc.). The data is based on your needs and what information you can provide.
* Responses are easy to track, and the data displays are easy to read and readily accessible.
* This provides a necessary customer feedback loop and an immediate NPS outcome. For any company or organization with a serious mind to change their culture based on user stories, this is the tool for you.

Cons

* If I had to change anything, I would like to see a larger quota of emails per month on the base plan. It can be limiting for larger groups, though I do believe they have enterprise level plans as well. That wouldn't really fit our needs, but we might want to send multiple campaigns, so the quote would be rather limiting.

Great Team, Great Service!

We had recently switched to AskNicely and I've been happy with how much easier it is to organize our surveys when submitting new recipients. We're even able to customize our uploaded data for better organization! With other NPS services in the past I had to take extra steps to get my data uploaded to get that exact formatting; I had to go through step after step to get what I needed. Now I don't have to worry about a thing with AskNicely. It's simple, it's straight forward, then it's done and I can focus on looking at results. You can even receive weekly updates by email with those results, making NPS updates regularly available. The layout of their page is easy to understand and sleek. The Dashboard is very helpful with visual graphs, and it even does half of the calculations I used to do manually! We're able to filter out any segment we require for a higher degree of precision data. This is an absolute necessity for us and I'm sure it would be more than valuable for others. I'm also impressed with the breadth of other features and I'm eager to see how these can improve our overall experience, or even improve our process. The surveys themselves are visually pleasing. No 20-step process, this survey will get exactly what you require, and that's your NPS. You can schedule your surveys whenever and however you want them to be sent and in increments rather than all at once. Giving you more control over how you're heard is fantastic. To top it off, the AskNicely team is phenomenal! They're so helpful and understanding and are able to respond very quickly. They're talented and I've even had them make changes to their website (on the spot!) just to meet our needs! They're very open to new ideas for improving their service, too. Overall, these guys really deserve the 10!

Good solution to NPS results

The ability to know what our customers thought of our service. It gave me the ability to make changes based on customer feedback and it gave our customers a more discreet and easy way to give feedback.

Pros

The real time responses allowed me to stay on top of the reviews I was getting. I also liked that it was able to integrate with our existing (internal) software. It made everything a one-stop-shop

Cons

The userface wasn't as appealing as other software's I've used and some of the reporting features were less advanced than other softwares I've used.

Helps keep the support team on track

Pros

This survey is a really fast, easy way to get continuous feedback about our product. Users answer frequently and honestly, and we use their responses to implement new features, make improvements to existing features, and learn more about our user base.

Cons

I wish it was easier to search through the responses -- it can be a little tricky to find past responses, and it would be nice to be able to search how many times a certain word came up, for example.

Great tool! Nothing extra. We are using it for more than a year now.

Knowing our dissatisfied customers and having an opportunity to work with them before they churn.

Pros

It is simple, basically has only one thing to do and it does it perfectly. We found out a lot of new stuff about our customers. Also it helps us understand when anyone has any problems with our tool or are dissatisfied.

Cons

A few minor issues. We did not have a 'close it' option when we were using it in-app, so a few our users became annoyed.
Now we are also using the dashboard on a big screen in our room, but the numbers sometimes are not the same as I see on me desktop (and yes, I'm sure the timeframes are equal:)

The easiest way to increase line of sight to customer experience improvement opportunities

Over the course of the past 9 months we have been able to make significant advances in understanding specific customer painpoints when doing business with us and have improved our overall NPS scores as a result.

Pros

The software is easy to use interface that can be scaled depending on the number of users or integrated with other platforms .

Cons

When integrating it will take some time to understand to relationship between various customer touchpoints and setting the rules of engagement but well worth the investment in time and effort.

The product actually delivers what it says it's going to deliver.

Pros

The user experience on both ends is fantastic. The support has always been responsive and they do a great job of making sure you (the customer) is very comfortable and confident. The implementation process has been one of the best that I've seen. They make sure every box gets checked!

Cons

I wish there were more customized options in the calendar as to when emails get sent. I also would like to see some different email addresses that responses are sent from, but that's being pretty critical. I guess, I'd like to see some more customization overall to better cater to our particular industry.

Love the daily feedback

Direct daily feedback from our members.

Pros

I love seeing feedback from our members daily. I love that I can communicate directly through the software and that I can see if/when another team member has contacted that member.

Cons

There isn't anything I don't like. However, I'm sure there is more it could do. Maybe customizable surveys for specific programs or sub groups? Also, I would like to have some benchmarks. What is considered a GOOD NPS score for an organization like mine? I can only currently compare against myself, and between my locations.

such a great way to have automated feedback from our members

feedback from customers with very little effort or input on our behalf.

Pros

the automation of customer feed back. It's very hands off. Everything is taken care of automatically... The only time you need to get hands on is when a problem has been highlighted by a member.

Cons

scoring system can be a bit fluid until a large number has gone through. But it still highlights any issues.

AskNice.ly is an elegant NPS collection tool, compatible with lots of useful integrations.

NPS surveys help us identify areas of improvement that we wouldn't otherwise hear about from our customers. AskNice.ly helps us collect, organize and summarize that feedback effectively.

Pros

We connect AskNice.ly to tools like Intercom, Zapier, and Slack in order to automate the process of collecting feedback, incentivizing NPS surveys and reporting results back to our team. It's easy to set up and it does it's thing without much maintenance.

Cons

There is nothing significant I would change in the interface or functionality. We get the appropriate value out of our membership level.

Easy Interface and Works Wonders ... but is it worth the higher price than other NPS programs?

Pros

AskNicey is easy to onboard and has a good dashboard to see high-level metrics. We use it within the recruiting industry to track the performance of our recruiters.

Cons

The analytics are lacking if you want to deep dive or find trends. We don't integrate with our CRM so uploading the excel document and exporting is cumbersome and annoying at times. The TV display of metrics is good -- but you have a lot of steps to display it and have Google Chrome bit, which is a little pricey.

A great team, a great product, and responsive to customer feedback.

Pros

What I like the most is the ease with which I can download statistics or review the dashboard. We often want to get a snapshot of data for some of our users.

Cons

I'd like the ability to segment some more when sending out surveys - we have 3 businesses, and we need to set up three accounts basically to do this currently.

Super easy for us, and our clients - great experience and actionable feedback

Pros

ease of use (for us and clients) - leads to high response rates
clients can also easily give us additional feedback

Cons

no real complaints. It's super-straightforward. It might be nice to be able to segment the "send" frequency differently (more often for active clients than for referral sources, for instance)