Usabilla VS GetFeedback

GetFeedback, a part of the SurveyMonkey family, is an innovative customer experience platform that facilitates organizations to optimize their services and products based on direct user feedback. Known for its omnichannel survey capabilities, GetFeedback is a popular choice for product managers who value actionable insights derived from rich customer experience data.

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GetFeedback's robust platform offers various methods to collect feedback, including email surveys, in-app surveys, and SMS surveys, allowing businesses to connect with their customers wherever they are most comfortable. This multichannel approach ensures that your surveys reach your customers effectively, increasing response rates and providing more reliable data.

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With its advanced analytics capabilities, GetFeedback aggregates feedback data and presents it in a clear and insightful manner. It allows you to track customer satisfaction metrics, analyze feedback trends, and understand your customer journey better. You can also segment your customers based on their feedback, helping you deliver personalized experiences that increase customer loyalty and satisfaction.

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Notably, GetFeedback is deeply integrated with Salesforce, making it an excellent option for businesses using this CRM system. This integration allows you to view your survey data alongside other customer data, making it easy to correlate feedback with specific customer groups or interactions.

Usabilla excels in its ability to enable continuous feedback, track trends through an analytical dashboard, and gather data in real-time context. Users have applauded its user-friendly nature, efficient feedback collection, and comprehensive reporting capabilities. Despite these strengths, it has been criticized for its lack of ADA and WCAG 2.1 compliance, which excludes disabled users. Furthermore, when compared to its competitors, Usabilla lacks certain features such as video responses or screen recordings. It's also primarily limited to desktop instead of mobile web or app, and requires some technical help to target certain JavaScript event triggers, as mentioned by a user.

While GetFeedback is lauded for its robust Salesforce integration and easy-to-use interface, it has been flagged for several significant issues. Users have reported the creation of duplicate responses, a problem highlighted in this TrustRadius review, which can lead to data inconsistencies and require constant data checks. Furthermore, the platform's customization features have been deemed inadequate, with limitations in survey navigation and format, as another TrustRadius review points out. Lastly, GetFeedback's support for complex surveys has been criticized, with some users finding it insufficient, as noted in this TrustRadius review. Despite its strengths, these weaknesses underscore the need for GetFeedback to improve its platform.