Nicereply vs Trustpilot

Reputation

Survicate

Delighted

Bazaarvoice

InMoment

Feefo

Compare Nicereply and Trustpilot based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

SurveyMonkey

SurveyMonkey is an AI-based survey platform designed to help teams collect actionable feedback. The platform offers expert templates for various use cases including customer satisfaction, employee engagement, and event feedback. Organizations can distribute surveys to targeted audiences, analyze results with AI-based insights, and integrate with various business tools for streamlined workflows.

Trustpilot

A customer review management tool that brings businesses and consumers together through reviews.

Jotform

Jotform is a cloud-based form builder platform that helps businesses streamline form creation via ready-made templates, integrations with third-party applications, and design features that cater to organizations globally.

Online customer satisfaction survey software, including CSAT, Net Promoter Score & Customer Effort Score.

Activity Dashboard

Alerts/Notifications

Chat/Messaging

Commenting/Notes

Complaint Monitoring

Customizable Branding

Customizable Questions

Customizable Templates

Dashboard

Data Analysis Tools

Data Import/Export

Email Management

Email Marketing

Engagement Tracking

Feedback Management

Mobile Survey

Monitoring

Multi-Channel Data Collection

Multi-Channel Distribution

Multi-Language

Negative Feedback Management

NPS of Customers

Performance Metrics

Predictive Analytics

Ratings/Reviews

Real-Time Data

Real-Time Notifications

Real-Time Reporting

Reporting/Analytics

Reporting & Statistics

Response Validation

Survey Builder

Survey/Poll Management

Surveys & Feedback

Template Management

Third-Party Integrations

Trend Analysis

URL Customization

Visual Analytics

Nicereply

Web-based

Starter

Essential

Growth

Business

business administrator

allows us to see our own mistakes or what we are doing wrong and serves to improve each day more and fight because customers feel satisfied with the service and the product they acquire

Customer Service Director

I'd say best thing about Nicereply is its variety when it comes to the surveys, it provides everything you need for your department, to get every feedback from your customers.

Customer Care Supervisor 

Really user-friendly platform that gets you all the necessary data needed and lets you drill down easily where you want to find more information.

Customer Lifecycle Specialist

Would have loved for it to be more customizable, the standard look is a bit old-school.

Q/A Engineer

In our company, we interact with people on the daily and it is good to get feedback from them so that we can be successful

Export option for every survey and statistics.

Very easy to set up, see results, and track different users stats/comments/complaints/etc.

Business Operations

We currently read and manipulate everything manually in a SQL tool as NiceReplys reporting isn't as robust as we need.

customer support specialist

I have enjoyed integrating it with our software for support!

The rating sometimes can be unfair sometimes

Client Service Director

Creating a campaign survey, design is limited (you can add your custom brand colours) -  or you can copy the survey code and use a different platform to send it from e.g. Mailchimp - but this means you can't send reminders.

Customer Service Associate

Easy to use, if you want to find stuff it is one or two buttons away.

My team came back with changes, but because the campaign was in 'sent' status- I couldn't make the edits, nor duplicate the campaign to save time. Whilst I see the logic of this, in that if the campaign is Sent it shouldn't be editable in post, other platforms (dotmailer / mailchimp) do offer functionality to copy campaigns, resend etc.

relating to my previous point; I created a campaign and sent the campaign to my team to check it using a test contacts list (rather than using send test, because I also wanted to test the scheduling tool).

I wish the software had a way to customize the survey a little more and I also wish it would allow you to require the customer to comment if they leave a bad review.

I wish it was easier to pinpoint trends in the comments in CSATs.

We created a few test surveys first to see what we could do, things we found were: if you're working with a global team, you'll find you'll need to change the timezone in settings to schedule campaigns properly.

The dashboard and reporting are pretty good, allows us to see who's responded, and send reminders to those who haven't which is great.

Customer Support

This app is fantastic and so is the support.

I enjoy how easy and user-friendly the software makes my job.

Quality Assessor

The data is easy to extract, filter and read.

Operations Manager

Needs more customization and in-depth FAQ

you can't change contact lists once you've set up the campaign

Project Manager

in the beginning it is elaborate to set everything up

Very insightful tool, easy to use, no qualms.

Customer Feedback

Ease of Use

Surveys

Customization

Data Analysis

Email Integration

Reporting and Statistics

Integrations

Customer Ratings

Inconsistent customer ratings system

62% of reviewers feel negative about Nicereply’s customer ratings system. Some users report frustration that customers can submit multiple ratings for the same case, which can unfairly impact overall scores. Reviewers indicate that ratings are sometimes influenced by factors outside their control, such as company policies, rather than their own performance. Some users say customers misunderstand the rating scale or use the feedback box for unrelated questions, leading to skewed or inconsistent results. They also mention that a single low rating can disproportionately lower their average, making the system feel less reliable.

Team performance tracking tools

100% of reviewers feel positive about Nicereply’s impact on team performance. Some users say the platform helps them monitor team effectiveness through clear metrics and accountability features. Reviewers indicate that tools for setting goals, tracking progress, and rewarding achievements motivate teams and foster a sense of accomplishment. Some users report that the system’s ease of use and integration with team communication platforms make it simple to onboard new members and maintain focus on shared objectives. They appreciate being able to quickly identify areas for improvement and celebrate successes.

Actionable customer feedback insights

94% of reviewers feel positive about Nicereply’s customer feedback capabilities. Some users say the tool provides instant, easy-to-understand feedback after each customer interaction, allowing them to quickly identify trends and address issues. Reviewers appreciate being able to monitor satisfaction scores and comments in one place, which helps them coach team members and improve service quality. Some users report that the integration with other platforms streamlines feedback collection, and they value how the system encourages better service by making feedback visible and actionable for both individuals and teams.

Small Business

Large Enterprises

Mid-size Business

Broadly

Broadly is an online review & reputation management tool that helps small service-providing businesses improve their online reputation & attract new customers

Experience.com

Experience.com is a customer experience (CX) suite designed to manage the satisfaction and engagement of customers throughout their journey. With the CX Campaigns, professionals can automate survey requests, personalize outbound campaigns, send anonymous surveys, and more.

Anonymous Feedback

Campaign Management

Customer Database

Customer Experience Management

Customizable Reports

Data Visualization

Email Reminders

Knowledge Management

Real-Time Analytics

Reminders

Response Management

Review Monitoring

Review Notification

Review Request

Sentiment Analysis

SEO Management

Social Media Integration

Social Promotion

Social Sharing

Tagging

Text Analysis

Text Fields

Widgets

Reviews for Trustpilot come from a wide variety of industries, including Financial Services (8% of reviewers), Retail (8%), and Marketing and Advertising (5%). The most frequent use case for Trustpilot cited by reviewers is improving customer experience (55% of reviewers).

Users and use cases

Some reviewers feel Trustpilot’s pricing is high, especially for small businesses, and they find advanced features locked behind expensive plans. Users report limited free options, restrictive contracts, and less value compared to competitors, though some appreciate benefits for larger businesses.

Value for money

Trustpilot is a customer experience program offering key features such as feedback management, customer experience management, review requests, surveys and feedback, negative feedback management, and reporting/analytics, among others.

Plus

Premium

Advanced

Enterprise

Co-Founder

A giant in the field which could enhance their App based offer with broader tools for analysis across customer behaviour and motivations

Graphic Design and Ecommerce Manager

No control over our brand's reviews, prioritizes brand reviews rather than product reviews, can't group reviews to populate on one product page which was important for our business as we have lots of different prints available in the same product but they are all different skus and not variants.

Doctor

I liked most about Trustpilot is its comprehensive database of customer reviews, which provides valuable insights into businesses' reputations and helps me make informed decisions.

Managing Editor

The learning curve is steep during initial setup, and some advanced features are a bit tricky to configure correctly for small teams.

My profile showed 4.3. And now Trustpilot has deleted 6 reviews from my customers.

Head of CRM

Reviews export wasn't in UTF-8 so any characters outside English alphabet were substituted which was a nightmare when re-uploading to our new platform when we migrated away.

Customer Service Executive

By using this client feedback from Trustpilot we have been able to make changes to our post-installation support which has subsequently led to fewer support tickets.

Professional Nurse

It highlights the errors that can occur when it is noticed that more than one customer writes the same problem, which helps to be able to act efficiently on the situation.

Co Founder

Our overall experience with Trustpilot has been pretty positive, we've been able to display our user feedback on our website using their widgets and collect reviews too.

streamer

The fact customers can reach out and review your company with honesty and help raise your companies reputation as well as fix any issues that can arise and make it right by the customer.

Director of Customer Support and Success

They have multiple plans and some of the cooler features are not available unless you purchase one of the top tier plans.

Allows you to manually send review requests to specific contacts if desired

Can't customise appearance of review email so feels very separate from the rest of the customer journey

Sometimes it is unclear if a review is paid promotion or not, which is different from other providers.

that some companies will abuse the if the customer doesnt respond to the review that they will remove it i prefer integrity and not every customer will have time to re check a bad review they posted that week

Trustpilot makes it easy to request reviews from our clients at the most important parts of our customer’s journey.

Engineer

When I am looking for information about e.g. websites that offer services and want to be sure about their reliability, I always check Trustpilot and its reviews.

They refuse to cancel our service until the "contract" that auto-renewed at a new price expires.

Poor multi-market support with some English copy hard-coded in emails

Trustpilot is widely regarded as a helpful platform for consumers to research and evaluate businesses based on real customer reviews.

Accessibility Consultant

The platform has an issue with fake and paid reviews for other companies which can make it hard to trust reviews sometimes.

Real Estate Virtual Assistant

It acts as a guide for almost anything as it contains customer reviews that helps you decide on what or what not to use.

It provides transparency and allows users to make more informed decisions when choosing products or services.

Leasing Consultant

My overall experience with Trustpilot has been positive, both in reviewing through them as well as reading other people's reviews.

The security of the reviews makes you feel confident that when you read what is written is true and not reviews that pay for a good product or company to be written when it is not

Director

Removing malicious or spam reviews can be a laborious process, however this is designed to safeguard the customers so is understandable.

Content Creator

We still look to Trustpilot for reviews of websites we might want to do business with, but we take our research much deeper before acting.

Manager

Absolutely terrible customer service - they will not remove a review when multiple parities from different companies have all highlighted the users has never used their service.

Software Product Manager

The tool is not powerful in letting me filter out and know for sure whether the reviewers are authentic people or just bots.

There was a sense of complacency from them knowing their platform is a sticky one, and knowing they're probably the biggest name in the business.

Cost is insane, renewal happens with a massive price increasse and customer support just says it is what it is.

Nicereply vs Trustpilot Comparison (2026)

Nicereply

Trustpilot

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives