If you are here, you are probably looking for competitors or alternatives to GetFeedback. GetFeedback is a customer experience and survey platform that helps collect and analyse feedback from its customers. Sounds familiar right?!
GetFeedback offers multiple products and services, like a big CX platform and GetFeedback Digital, which is essentially a reworked version of Usabilla. GetFeedback and Usabilla are nowadays both owned by momentive.ai, the company that also owns SurveyMonkey.
Loads of names and companies, so let’s get back to business. Collecting feedback and doing something with that feedback is essential for businesses to compete based on experience. If you take into consideration that up to 40% of your business is coming from returning customers of your business is coming from returning customers, you need to make sure that they come back. Gathering feedback is the only way to figure out what your digital customers really want, which is why CX solutions like GetFeedback exist. In this blog, we will both discuss the GetFeedback CX Platform and GetFeedback Digital, but mostly focus on the latter.
What is GetFeedback?
GetFeedback CX and GetFeedback Digital are software that collect feedback from websites, mobile apps and email. The GetFeedback Customer Experience (CX) Platform calls itself the agile CX platform that delivers experiences and makes it easy to set up CX programs. It is often connected to the well-known Salesforce CRM system. You can ask customers via email and SMS to fill in a survey and data gets moved to Salesforce. There are also options to request feedback by adding website survey buttons.
GetFeedback Digital is slightly different, as it doesn’t focus on traditional, longer surveys, but more on quick feedback to improve the website and app experience. With a feedback button on a website, a visitor or user can easily leave some feedback on a certain webpage. It’s not as extensive as the possibilities with Mopinion, but the idea is the same. So yes, GetFeedback Digital allows users to customise feedback surveys (to some extent), target specific visitors, take screenshots and add them to their feedback items.
What is GetFeedback lacking?
As with any software, GetFeedback CX Platform and GetFeedback Digital have a few shortcomings. In terms of the collection stage, this feedback tool lacks features such as complex question routing that enables you to really zoom in on customer issues. It also misses some important analysis features including customisable dashboards and data visualisations, cross-tabbing/filtering feedback items, native text and sentiment analytics decent user management and more.
Most importantly, if you’re looking for a tool that facilitates an effective action management programme, you may want to look further as GetFeedback Digital, unfortunately, does not offer much in terms of a task management solution.
Additionally, from a user experience perspective, there are shortcomings. There are reports about it being glitchy and to get the right surveys to pop up on the right page is difficult.
Also, if you want the CX platform to work nicely, you do need to have Salesforce as a CRM system, which could make the whole setup pretty expensive and hard to implement.
Update: momentive.ai (the parent company) has been acquired by a private equity firm and delisted from the stock market. The new owners appear to have shifted their focus away from prioritising the GetFeedback feedback offering.
While the products likely won’t be discontinued, it does imply a potential slowdown in product updates and innovation. Additionally, customers may experience a reduction in the usual level of support and service they have come to expect. So, let’s check out the best alternatives:
Best alternatives to GetFeedback for Digital
Let’s have a look at some of the competitors and alternatives to using a tool like GetFeedback Digital.
Mopinion takes your online Voice of Customer (VoC) programme to the next level, giving you more than just feedback collection capabilities. This software collects and analyses both website, email and mobile app feedback in real-time.
It has an easy-to-use interface, with which users can build, design and configure feedback forms however they like, as well as deploy forms in multiple different languages.
Like GetFeedback Digital, Mopinion users can also target specific groups of online visitors with feedback forms and gain insights into why they are struggling to convert. But Mopinion is more advanced as the advanced triggering makes an unlimited amount of trigger combinations possible.
And the cool thing is that data dashboards that you can use for quick insights or deeper analysis are automatically created for you. Additionally, digital teams can share and take action on these feedback items in a timely manner with the help of smart alerts.
Key Mopinion features, which GetFeedback is missing:
- Regular updates, maintenance and new key features added
- Native text and sentiment analysis
- Fully customisable dashboard and data visualisation
- Advanced form design and question routing
- Unlimited form-triggering rules
- Conversational feedback
- Cross-tabbing and filtering
- Feedback form translations
- Advanced user management
- Regular updates, maintenance and new key features added
Want to learn more about the differences between GetFeedback and Mopinion? Click here.
Qualaroo is a VoC tool that mainly collects feedback data via (micro)surveys. These surveys are quite easy to build and design using Qualaroo’s library of questions and various customisation options. Users also have the ability to target particular audiences, make use of intelligent question branching, and review the results in an easy-to-handle dashboard.
The main focus is on collecting the data. There is no focus on analysing it, but Qualaroo does offer an integration with IBM Watson for analysis. However, that comes at a cost.
Feedbackify is a simple, online feedback tool for your website. With Feedbackify, you can create feedback forms with a drag-and-drop editor. Website visitors can leave ratings and comments, including compliments and suggestions. A real-time dashboard can be used to view and analyse all received feedback. But, mind you, it all looks very outdated.
Unfortunately, this tool doesn’t offer advanced reporting or text analysis capabilities, but if you’re going for something rather cheap and simple, this is a friendly and basic tool for you.
Survicate is another survey tool that is great for gathering CSAT scores. With this solution, users can trigger targeted surveys at different locations across the website, as well as sound out surveys by email. Survicate offers a pretty substantial library of predefined surveys that users can choose from so that they can quickly and easily send out CSAT surveys but also NPS and CES. In terms of analysis, this survey software has dashboarding capabilities, CSV and XLS exporting options and NPS analysis.
- Drag-and-drop to create surveys
- Chat survey feature
- Options for automated feedback collection
- Allows you to capture insights from even partially completed surveys
Best alternatives to GetFeedback CX
If you are looking for a heavier CX solution that is focussing more on the traditional surveys and questionnaires, as an alternative to the GetFeedback CX Platform, this is our take:
Qualtrics – which recently acquired Clarabridge – is an experience management software with solutions available for customer experience and employee experience. With this solution, users can create and customise their own CSAT surveys or choose from a library of 100+ question types. This AI-powered solution offers a lot of listening insights and is able to detect both emotion and intent.
- Text and sentiment analytics
- AI-fueled insights
- Linguistic categorisation
- Emotion and intent detection
- Summarises data from all digital platforms
2. Medallia for Digital
Medallia for Digital is an enterprise-grade software and key component of Medallia Experience Cloud. This software, which also includes Kampyle (VoC platform), captures customer feedback on websites, mobile websites and in-app and integrates it with offline data from contact centers, retail stores and several other touchpoints. The software also makes use of powerful AI-based text analytics, role-based reporting and real-time alerts. However, being an enterprise software, some might say it’s a rather expensive option.
3. InMoment Experience Improvement Platform
InMoment is a huge enterprise software platform that makes it possible to collect feedback from every channel, including call centre and survey invite via SMS. It is a very extensive suite, that includes functions like AI-generated conversational feedback surveys.
All these options also make the software difficult to customise to specific needs, and it makes the whole platform perform slowly and look somewhat outdated. And, just like Medallia, InMoment is a very expensive solution.
Right, so, now you know, there is a lot to consider if you are looking for an alternative to GetFeedback. Make sure you know why you are going to replace your GetFeedback tool and then deep-dive into all the possibilities. We hope this article helps you in your decision-making process. Sometimes it can be very difficult to find or to choose (alternative) tools that suit your wishes. Mainly because there are so many different types of tools out there to choose from.
Our advice to you is therefore just to focus on the various techniques they offer for collecting, reporting or analysing online user feedback from your websites or mobile apps and see what works best with your needs! And, if you want to switch to Mopinion and in the past you’ve been Usabilla (now GetFeedback), we do have an integration solution which can pull all your feedback data to the Mopinion environment.
Ready to see Mopinion in action?
Want to learn more about Mopinion’s all-in-1 user feedback platform? Don’t be shy and take our software for a spin! Do you prefer it a bit more personal? Just book a demo. One of our feedback pro’s will guide you through the software and answer any questions you may have.