Showing 7 reviews of 6

Promoter.io

Net Promoter Score & customer experience management software

3,8 /5 (6 reviews) Write a Review!

Overall rating

3,8 /5
  • Value for Money
  • Ease of Use
  • Customer Support
  • Features
67%
recommended this app
Showing 7 reviews of 6
Verified Reviewer
Overall rating
  • Industry: Internet
  • Company size: 51-200 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Looks nice, does the job, but nothing more

Reviewed on 2019/02/24

We send NPS surveys to our customers after they have received their order. The data we collect in Promoter is then being pushed to our own Data Warehouse, so we don't really use the tool a lot. It works on the background.

Pros

The system gives a clear overview of all the ratings that come in. It all looks nice and clean.

Cons

The system is mainly made to be used soletary in Promoter. However, in our company we use many more systems (for example for communication with our customers). If that's the case, all the functionalities in Promoter that enable communication with the customer are redundant. We can't just switch for NPS reviews to another communication tool.

Also, there are some data insights/visualisations that look nice but don't really add value. Like the AI based feedback analysis. Sounds nice but in the end, many words that don't make sense are being shown. And the other words are saying nothing. It would be better to have technology to analyse feedback in depth.

Vraj D.
Overall rating
  • Industry: Financial Services
  • Company size: 11-50 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Incredibly easy to set up. So many features that helped grow our business.

Reviewed on 2018/10/20

Pros

Get to split up into different campaigns. Integrates with Mailchimp.

Cons

The price is steep, but that is expected with a top notch service.

Libby A.
Overall rating
  • Industry: Hospitality
  • Company size: 10 000+ Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Great data views

Reviewed on 2018/09/07

Pros

Really like the way you can slice and dice the data in so many different ways

Cons

Any dislikes about this software have since been updated.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Learn who are your promoters in an automated way

Reviewed on 2018/12/11

Pros

I do like the ease of use of the interface of the application. A big plus is the API and Zapier integration that allows me to automatically send queries to users when they perform a specific event on our website.

Cons

I think that the feedback management capabilities could be improved a bit allowing you to see the history of the feedback that each customer has left.

Danica N.
Overall rating
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

The software is pretty easy to use and has a lot of options when it comes to viewing the data.

Reviewed on 2018/05/04

Pros

It has everything you need. It's very easy to use and get used to. Importing contacts and creating campaigns couldn't be easier. You can add as many custom fields as you wish in your csv file. Custom campaign settings (distribution, recurring surveys, automated reminders, etc.) are pretty awesome and easy to set up so you don't have to worry about a thing once you send out the surveys. Dashboard is user friendly, you can filter it by time, responses, notes, comments and so on.

Cons

The only thing that isn't quite there yet is downloading data. Even if you filter everything you need in the dashboard (i.e. show me all people that have left a comment, gave a 10, in these two weeks) when you export it you will get all the people from that campaign, no matter if they responded at all, which response they gave and at what time which can be really annoying sometimes.

Leonard R.
Overall rating
  • Industry: Sports
  • Company size: 11-50 Employees
  • Used Other for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 1.0 /10

Terrible Customer Service

Reviewed on 2020/03/07

We were truly excited to incorporate Promoter into our business, but unfortunately it did not work out for us.

Our negative experience was rooted from what could have easily been prevented from the beginning. We were not warned of situations that may happen when launching the survey. Within a few minutes of our launch, we received a number of detracting scores from some of our top members who we have personal relations with. Quite surprised, we made sure to reach out to them. All of them emailed, texted or called us saying that they had no idea of what we were talking about, that they never filled out a survey and only had positive experiences with us. Long story short, we were ridiculed and looked unorganized.

We reached out to the Promoter.io team to figure out the situation and was told then that this may occur with strict software implemented in many business emails. To understand much better, we scheduled a call (which took multiple requests).

The call started off with a discussion to better understand the situation, however it came to the solution that we did not gain much positives from this experience. The qualitative data we gathered did not represent any new subjects, and the fact that our reputation was manipulated because of something so preventable from the beginning was extremely frustrating.

We requested just a 1 month refund, as we were very unsatisfied with the experience but did partially understand the situation. However, the individual we spoke with si

Pros

It can be a great resource for companies when properly implemented.

Cons

We did not gather very much useful data and the software didn't notify us of potential automated reviews.