If you’re a customer experience (CX) practitioner using Salesforce, there's a good chance that the first CX tool you came into contact with was GetFeedback.
Designed specifically for use with Salesforce, GetFeedback integrates seamlessly into the entire ecosystem of Salesforce applications and has a library of ready-to-go survey questions and templates that allow companies to survey customers and analyze feedback quickly and flexibly.
Plus, its user interface puts mobile devices front and center, making their surveys great for younger generations of on-the-go customers.
However, while GetFeedback is great at these specific roles, it has its shortcomings.
What if Salesforce integration isn’t your priority? Or you run a B2B rather than B2C business, and GetFeedBack’s design for mobile devices doesn’t work for your enterprise customers?
The fact is that GetFeedback is excellent at what it does, but it isn’t a complete CX platform.
If you’re looking for something more like this, here are 5 alternatives to GetFeedback that might suit you better.
5 GetFeedback Alternatives for B2B Companies
G2 Score: 4.6/5
CustomerGauge’s Account Experience (AX) is an integrated B2B customer experience and loyalty management platform built around the Net Promoter Score (NPS). That makes it a great CX platform with an emphasis on action rather than simply collecting customer sentiment.
Account Experience aims to help businesses improve customer retention and reduce churn.
But, unlike other CX programs, it enables users to tie customer insights directly to business revenue. This gives immediate visibility on the ROI of a business’s CX performance and the impact on your bottom line.
Plus, the system's API can be integrated with other external CRMs, including Salesforce, and eCommerce platforms like Magento. But it can do so much more.
CustomerGauge’s in-app capabilities include:
Collecting and analyzing VoC data from multiple sources (such as NPS, support contact, and product usage) within one platform
Building, sending, and managing surveys at multiple levels of a customer account (the platform allows you to easily visualize account hierarchies)
Closing the loop by setting SMART (specific, measurable, attainable, relevant, time-based) goals and time targets, so each member of your team knows who they’re responsible for following up with
Receiving alerts when a customer account is at risk of churn to help you step in and take action
Finding out which accounts are ripe for referral or upselling opportunities, allowing you to grow revenue through your CX program
Prioritizing CX issues for your highest value accounts
Pricing: CustomerGauge offers a simple pricing model with the solution typically priced at $1,000 per user per year.
CustomerGauge vs GetFeedback: How Do They Compare?
CustomerGauge is designed specifically for B2B businesses. If you’re B2C, this may not be the right fit.
GetFeedback integrates into the Salesforce ecosystem without plugins, whereas CustomerGauge requires plugins that enable integration into Salesforce and other CRMs like Freshdesk.
While GetFeedback is primarily a survey tool, CustomerGauge uses its proprietary Account Experience methodology based exclusively on NPS to focus on action.
So, if you’re looking for a survey tool that prioritizes flexibility, design, and some analytics capabilities, GetFeedback would be a good option. If you want to invigorate your CX program with proven guidance that allows you to deliver trackable financial returns, CustomerGauge will serve you better.
2. InMoment Customer Experience
G2 Score: 4.7/5
InMoment is a cloud-based survey solution designed for mid-sized and large enterprises and offers in-depth Voice of the Customer (VoC) data covering the whole customer experience.
It allows enterprises to take a detailed look into users’ In-App experience and collect customer feedback through multiple channels, including text messages, voice, and video. It’s been specifically recognized for excellence in its text analytics capabilities.
Additional features include case management, a configurable dashboard, and reporting. Services are offered on a monthly or annual subscription basis that includes phone- and email-based support, for which it has built a strong reputation.
Positive reviews about InMoment focus on the platform’s flexibility, “Especially around the ability to design feedback and analysis processes for a very diverse customer audience,” according to one reviewer on Gartner.
However, the focus on analytics and AI means that some of its functionality requires more tech savviness than other platforms.
Pricing: Get in touch for a quote.
InMoment vs GetFeedback: How Do They Compare?
While both offer B2B and B2C CX services, InMoment is used by more mid-sized and large enterprises.
If advanced data and text analytics are what you’re after, InMoment might be the better choice. If your priority is more about the elegance and design of surveys, GetFeedback has the edge here.
G2 Score: 4.3/5
Qualtrics is an established VoC tool provider that, like InMoment, focuses on large enterprises.
Its customer experience management platform, Customer XM, enables users to improve the experience of both customers and employees and has the ability to analyze and organize structured and unstructured data.
With over 13,500 enterprise customers, Qualtrics has become an icon in the experience software world. Possibly due to its history in the realm of academic research, Qualtrics’s strength lies in its dizzying array of sophisticated analytics and reporting capabilities.
However, they charge heavily for this benefit, with even entry-level pricing plans costing thousands of dollars a year. Gartner reviewers have pointed out that it can therefore take far longer to reach ROI.
If you don’t really need Qualtrics’s highly advanced functionality and you don’t necessarily have the tech capabilities within your team to harness them (which many businesses don’t), Qualtrics may not be worth the price.
Pricing: Between $1,500 and $5,000 p/a for Qualtrics Customer XM.
Qualtrics vs GetFeedback: How Do They Compare?
If your priorities are UI aesthetics, usability, simplicity, and cost, you may get more value from GetFeedback.
However, if you want top-of-the-range research and analytics functionality at an enterprise level, and are prepared to pay any price for it, you might want to consider investing in Qualtrics.
G2 Score: 4.7/5
AskNicely is another well-known NPS software solution. But, unlike many others, it has a similar emphasis on mobile-friendliness to GetFeedback, with a unique desktop-to-mobile platform, especially for service businesses.
It integrates well with most CRMs and workflows can be automated based on your customers’ survey responses. The highly customizable analytics dashboard makes it easy to use and administer.
However, AskNicely’s survey scores can be difficult to drill into and that’s a key requirement for these platforms. Its survey capabilities are not as advanced as those of GetFeedback, and GetFeedback gets better reviews when it comes to the overall aesthetics of their survey designs.
Pricing: Contact AskNicely for a quote.
AskNicely vs GetFeedback: How Do They Compare?
AskNicely is optimized for speed—speed of set up and speed of response. If you’re a services-based business and simply want a mobile-friendly platform to get NPS feedback quickly, without too much detail, AskNicely might be right for you.
If you want a mobile platform survey tool that offers more data analytics capability and prioritizes design for users, keep GetFeedback on your list.
G2 Score: 4.4/5
SurveySparrow has focused on making their surveys as conversational as possible.
They have also combined customer and employee experience tools into one platform, so you can use the same survey tool for both in-house and external feedback surveys (CustomerGauge does the same thing. Qualtrics does, too, but only at higher price tiers.) However, while it’s effective for B2C brands, it doesn’t perform well in B2B contexts, where customer accounts are typically much more complex.
A handy multilingual feature also allows surveys to be translated into and delivered in the language of your choice—a useful addition for multinational businesses or non-profits.
Unlike GetFeedback, SurveySparrow isn’t tied specifically to Salesforce, but integration into a wide range of other work and productivity platforms is facilitated by Zapier.
Meanwhile, SurveySparrow limits the number of NPS projects that can be open at any one time and it can be difficult to link customer feedback to actionable steps for employees. And along with Qualtrics, it’s one of the most expensive options available.
Pricing: Variety of price plans, but those with business capabilities start at a minimum of $149 p/m, without enterprise features.
SurveySparrow vs GetFeedback: How Do They Compare?
Both SurveySparrow and GetFeedback legitimately claim to target younger customers and provide easy-to-use intuitive VoC support to B2C businesses.
SurveySparrow’s conversational tone and chatbot support is often cited as a reason to choose it for younger customers, but it lacks the slick mobile functionality that GetFeedback has prioritized. It can provide in-depth CX support, such as through NPS analysis, but these features become very costly very quickly.
If NPS in a B2B business environment is your priority, you’d get better value from CustomerGauge’s Account Experience platform.