Customer Satisfaction Survey, Net Promoter Score & CES 2.0
4.7/5 (257 reviews)Nicereply is an online customer satisfaction survey software for measuring Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES) per agent, team or company-wide, helping teams measure and improve the quality of their customer service.
Brands can ask customers the right question at the right time with branded one-click surveys. Users are able to customize surveys and add additional questions, and choose a survey distribution that fits their need. Collect ratings with every interaction, automatically after an event occurs, or manually at any time.
Uncover insights about customer satisfaction, loyalty, advocacy and more. Predict trends with real-time CSAT, CES and NPS ratings and charts. Recognize support heroes with leaderboards and drill downs stats per team and agent. Stay on top of customer experience with regular reports and notifications delivered directly to an email inbox.
Pros
It's a great assessment tool and it provides valuable metrics for management about performance. The UI dashboard is very simple and easy to use. I like the sample options and date range features included on the dashboard and that each NR is hyperlinked for direct access. This might be totally unrelated, but I enjoy the customer service articles NR sends to my inbox. I find them applicable to my current role.
Cons
I really dislike the fact that customers can rate the same case multiple times, this is one the MAJOR downsides of NR. When customers are irate or it's simply something that is out of our control, they will use this to mark the agent with negative ratings (sometimes multiple times). Luckily, management reviews the agents NR rating and can determine whether or not the unfair score should be deleted.
It's a bummer that NR isn't integrated with social customer service software such as Conversocial.
Great way to assess and keep track of Support team effectiveness.
Pros
I like being able to see feedback and rating from customers who rate us based on our service. It is nice to see that they can rate the service and the product separately. It has lots of potential for being a great product for companies. I am excited to see this evolve and grow over time.
Cons
I hate that customers do not understand the ratings and decide to ask more questions in the Nicereply rating comment box rather than in the actual email they sent to our help desk. I also dislike how a single "1" drags mu scores down when it is for things such as a customer being unhappy with something we don't offer. They like the service they got but end up rating me as a 1 and then it looks like I am not effective. It gets frustrating at times but I guess it is just part of the job and is something that will be tweaked over time.
NiceReply's platform allows you to see where exactly a user may be lacking, how users are responding to customers, if there's a common problem area, and also the opposite / where users seem to be excelling and how others could adopt that workflow.
Pros
My favorite feature is allowing us to click on the ticket that the user has responded to - other applications n the past didn't allow us to see the ticket in which the user is commenting on. It allows you to see where some may be struggling and where others are excelling - helping teams come together and make a better user experience all-around.
Cons
I wish NiceReply could be built into Zendesk so we would see it at a quick glance rather than having to log into NiceReply separately. Not too many dislikes on my end other than needing to log in separately and taking time to go back into a ticket to see what the comments/rates are in reference to.
Aubrey, you can try Nicereply widget for Zendesk to have all your metrics rights next to tickets: https://support.nicereply.com/hc/en-us/articles/360000618052-Nicereply-widget-for-Zendesk-installation
Pros
Actually I only used nicereply for less than 2 months since I joined a new company. It's quick and easy to use for a startup company which is not able to devote a lot of resource in developing a software of itself for evaluating the customer service's work from customer's viewpoint.
Cons
I just have some suggestions for nicereply. First, I have three CS teams and if I want to view the scores of each team, I have to output the csv datasheet to deal with it. If I can set it on nicereply and view the team's score directly on nicereply, it would be better. Second I can not understand the calculating of the average score. For instance, If I have 6 agents in a team(team 1), their score is 9, 7, 6,1,1,1, then the average score of this team is 4.17, but if I have 4 agents in another team(team 2), their score is 9.7,6,1, then the average score of that team is 5.75. So if 3 agents get 1 score respectively( that is the case in team 1), and if an agent get 1 score( average score for 3 ratings), then the average of the team is totally different, but the only difference is that the 1 score from 3 replies of one agent and 1 score from 3 replies of three agents. I don't understand why. If nicereply can suggest a better way of calculating the average score of a team, that would be perfect.
Alla, it's possible to fix this hassle very quickly. You can create team in Nicereply. See this how to manual: https://support.nicereply.com/hc/en-us/articles/115002909372-Team-Management
A better idea of where customers stand and what adjustments to make to further enhance our reputation, image, and quality of service (not listed in order of importance).
Pros
We are able to access additional feedback from customers who aren't particularly internet savvy and think they're emailing us (we get the full message!). Plus, when you have customers who are ecstatic, you get to review their feedback as well! Great for encouraging your staff.
Cons
Not so much a dislike about the software as it is a mild frustration on not being able to remove negative feedback from the overall score when it had nothing to do with the situation (i.e. rating of 1, reason: my street was flooded and the mailman refused to delivery my package anyway).
Mini plan - $49/month billed monthly, $39/month billed yearly (up to 100 received ratings)
Start plan - $99/month billed monthly, $79/month billed yearly (up to 250 received ratings)
Grow plan - $199/month billed monthly, $159/month billed yearly (up to 1,000 received ratings)
Business plan - $299/month billed monthly, $239/month billed yearly (up to 2,500 received ratings)
Customer Effort Score (CES)
96% of customers who go through high-effort experience will not come back for second purchase. Use CES to identify and improve these experiences.
Net Promoter Score (NPS)
NPS measures the loyalty of customers and divides them to Promoters, Passives and Detractors. Use NPS to build a loyal customer base.
Customer Satisfaction (CSAT)
For every customer who bothers to complain, 26 others remain silent. Stop losing unhappy customers – let them express their feedback in a single click. Track CSAT in every interaction and take immediate action whenever a customer is dissatisfied.
All-in-one dashboard
Get a quick overview of the team's performance with all-in-one dashboard featuring CSAT, CES and NPS ratings, trends and charts.
Real-time feedback
Know what customers think of the brand as soon as they fill in the survey. See all ratings in the rating feed.
See who is the best
Recognize the company's best support teams and agents with leaderboards, based not only on average rating scores, but also on the number of collected ratings.
Design beautiful surveys
Customize rating surveys according to company branding and local language. Or even use API to build it from the scratch.
Integrates with help desk or CRM
Enhance existing Desk, Zendesk, Salesforce or other systems. Start tracking the quality of customer service and let the business grow with the support of happy customers.
Below are some frequently asked questions for Nicereply.
Nicereply offers the following pricing plans:
Starting from: US$49,00/month
Pricing model: Subscription
Free Trial: Available
Mini plan - $49/month billed monthly, $39/month billed yearly (up to 100 received ratings)
Start plan - $99/month billed monthly, $79/month billed yearly (up to 250 received ratings)
Grow plan - $199/month billed monthly, $159/month billed yearly (up to 1,000 received ratings)
Business plan - $299/month billed monthly, $239/month billed yearly (up to 2,500 received ratings)
Nicereply offers the following features:
Nicereply has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business
Nicereply supports the following languages:
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian
Nicereply has the following pricing plans:
Subscription
We do not have any information about what devices Nicereply supports
Nicereply integrates with the following applications:
Bitium, Front, HappyFox, Help Scout, HelpMaster, Kayako, LiveAgent, ProjectManager.com, TeamSupport, Zendesk
Nicereply offers the following support options:
FAQs, Knowledge Base, Online Support, Phone Support
Ensure the happiness of customers and how well the staff is responding to them by addressing their concerns and questions. Also, it helps us to identify trends and issues.