Nicereply Pricing, Features, Reviews & Comparison of Alternatives


Customer Satisfaction Survey, Net Promoter Score & CES 2.0

4.75/5 (251 reviews)

Nicereply overview

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.


Starting from
Pricing options
Value for money
View Pricing Plans


Business size



United States, Asia, Australia, Canada, China and 5 other markets, Europe, India, Latin America, Middle-East and Africa, United Kingdom

Supported languages

English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech and 20 other languages, Danish, Dutch, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian
Nicereply screenshot: Real-time Net Promoter Score ratingsNet Promoter Score in NicereplyNicereply screenshot: Chose the right way to measure customer satisfactionNicereply screenshot: Stay on top of customer experience with regular reports and notifications delivered directly to an email inboxNicereply screenshot: Rating value and comment push to you help desk/crmNicereply screenshot: Net Promoter Score Survey in your emailNicereply screenshot: Customer Effort Score works well on every mobile device Nicereply screenshot: Collect CSAT via web browserNicereply screenshot: Integrate with Salesforce Nicereply screenshot:  Collect ratings with every interaction, automatically after an event occurs, or manually

Nicereply reviews

Value for money
Ease of use
Customer support

Great for metrics

Used daily for 1-2 years
Reviewed 2018-06-14
Review Source: Capterra

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.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.

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Heather Walker

Great and useful but the customers do not use it correctly

Used daily for 2+ years
Reviewed 2018-06-07
Review Source: Capterra

Great way to assess and keep track of Support team effectiveness.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.

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Aubrey Lenz

Great addition to our team!

Used daily for 1-2 years
Reviewed 2018-06-07
Review Source: Capterra

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.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.

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Alla Wei

It's easy to use and review my team's ratings daily or periodically.

Used daily for less than 6 months
Reviewed 2018-07-10
Review Source: Capterra

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.

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Ashe Wilson

Great for getting additional feedback from customers!

Used daily for 2+ years
Reviewed 2018-06-07
Review Source: Capterra

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). 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.

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Nicereply pricing

Starting from
Pricing options
Free trial
View Pricing Plans

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 features

Activity Dashboard
Automatic Notifications
CRM Integration
Customizable Branding
Email Integration
Reporting & Statistics
Surveys & Feedback
Third Party Integration

Contact History (70 other apps)
Instant Messaging (84 other apps)
Knowledge Base (99 other apps)
Multi-Channel Communication (72 other apps)
Prioritizing (61 other apps)
Real Time Monitoring (58 other apps)
Social Media Integration (72 other apps)
Ticket Management (64 other apps)
Workflow Management (65 other apps)

Security and privacy


Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Additional information for Nicereply

Key features of Nicereply

  • CSAT
  • Net Promoter Score
  • Customer Effort Score
  • Zapier integration
  • Simple customization of rating page
  • Mobile ready surveys
  • Zendesk Integration
  • Integration
  • Salesforce Integration
  • Help Scout Integration
  • Notifications
  • CRM integration
  • Feedback collection
  • Ratings & reviews
  • Surveys & feedback
  • Reporting
  • Performance analytics
  • Customer service analytics
View All Features


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.