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AskNicely Logo

AskNicely

Make every customer experience awesome, every time.

(8)

AskNicely Reviews

Overall rating

4.6

/5

100

Rating criteria

  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.85/10

Reviews by rating

Pros and cons

The support has always been responsive and they do a great job of making sure you (the customer) is very comfortable and confident. The implementation process has been one of the best that I've seen.
Have only recently been using AskNicely, but the set up was super simple, the customer support was amazing, and we're already getting great actionable feedback from our NPS responses.
I'm also impressed with the breadth of other features and I'm eager to see how these can improve our overall experience, or even improve our process. The surveys themselves are visually pleasing.
Some of the multi-brand/templating features are a little limited and confusing.
We did not have a 'close it' option when we were using it in-app, so a few our users became annoyed.
Sometimes the mobile app does not give very accurate information, in a way that the score given by the customer is wrong. Could just be an app bug, most of the time it's correct.
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100 reviews

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SC
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Sean C.

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Great Team, Great Service!

Reviewed 8 years ago

We had recently switched to AskNicely and I've been happy with how much easier it is to organize our surveys when submitting new recipients. We're even able to customize our uploaded data for better organization! With other NPS services in the past I had to take extra steps to get my data uploaded to get that exact formatting; I had to go through step after step to get what I needed. Now I don't have...

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EB
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Elissa B.

Used daily for 2+ years

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Helps keep the support team on track

Reviewed 6 years ago
Pros

This survey is a really fast, easy way to get continuous feedback about our product. Users answer frequently and honestly, and we use their responses to implement new features, make improvements to existing features, and learn more about our user base.

Cons

I wish it was easier to search through the responses -- it can be a little tricky to find past responses, and it would be nice to be able to search how many times a certain word came up, for example.

AT
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Ashley T.

Used daily for 6-12 months

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Easy to use.

Reviewed 6 years ago
Pros

The ability to edit comments and post only the ones that are positive and that will help our company.

Cons

Having to scroll to the next available comment EVERY time you ask someone if you can publish their comment and the page gets refreshed.

MY
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Maria Y.

Information Technology and Services, 51-200 employees

Used daily for 1-2 years

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  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great tool! Nothing extra. We are using it for more than a year now.

Reviewed 6 years ago

Knowing our dissatisfied customers and having an opportunity to work with them before they churn.

Pros

It is simple, basically has only one thing to do and it does it perfectly. We found out a lot of new stuff about our customers. Also it helps us understand when anyone has any problems with our tool or are dissatisfied.

Cons

A few minor issues. We did not have a 'close it' option when we were using it in-app, so a few our users became annoyed. Now we are also using the dashboard on a big screen in our room, but the numbers sometimes are not the same as I see on me desktop (and yes, I'm sure the timeframes are equal:)

VP
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Victor P.

Telecommunications, 1,001-5,000 employees

Used daily for 1-2 years

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  • Ease of use
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  • Customer support
  • Likelihood to recommend10/10

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The easiest way to increase line of sight to customer experience improvement opportunities

Reviewed 6 years ago

Over the course of the past 9 months we have been able to make significant advances in understanding specific customer painpoints when doing business with us and have improved our overall NPS scores as a result.

Pros

The software is easy to use interface that can be scaled depending on the number of users or integrated with other platforms .

Cons

When integrating it will take some time to understand to relationship between various customer touchpoints and setting the rules of engagement but well worth the investment in time and effort.

TT
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Trisha T.

Health, Wellness and Fitness, 201-500 employees

Used daily for 6-12 months

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  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Love the daily feedback

Reviewed 6 years ago

Direct daily feedback from our members.

Pros

I love seeing feedback from our members daily. I love that I can communicate directly through the software and that I can see if/when another team member has contacted that member.

Cons

There isn't anything I don't like. However, I'm sure there is more it could do. Maybe customizable surveys for specific programs or sub groups? Also, I would like to have some benchmarks. What is considered a GOOD NPS score for an organization like mine? I can only currently compare against myself, and between my locations.

LP
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Leon P.

Health, Wellness and Fitness, 201-500 employees

Used daily for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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such a great way to have automated feedback from our members

Reviewed 6 years ago

feedback from customers with very little effort or input on our behalf.

Pros

the automation of customer feed back. It's very hands off. Everything is taken care of automatically... The only time you need to get hands on is when a problem has been highlighted by a member.

Cons

scoring system can be a bit fluid until a large number has gone through. But it still highlights any issues.

AR
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Verified reviewer

11-50 employees

Used daily for 6-12 months

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Easy Interface and Works Wonders ... but is it worth the higher price than other NPS programs?

Reviewed 6 years ago
Pros

AskNicey is easy to onboard and has a good dashboard to see high-level metrics. We use it within the recruiting industry to track the performance of our recruiters.

Cons

The analytics are lacking if you want to deep dive or find trends. We don't integrate with our CRM so uploading the excel document and exporting is cumbersome and annoying at times. The TV display of metrics is good -- but you have a lot of steps to display it and have Google Chrome bit, which is a little pricey.

AR
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Verified reviewer

Oil & Energy, 51-200 employees

Used weekly for less than 6 months

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Great product to use for accurate customer feedback

Reviewed 6 years ago
Pros

The product was easy to set up, and the interface is friendly to navigate. The surveys are sweet and simple. Just a click in the email browser and the customer is done. There isn't any need for additional feedback unless the customer wants to. In the past we sent out surveys but received very little response. Since we started using Asknicely, we have seen this increase to about 30%. Our customer service experience has improved. We can collect our customer's feedback and address issues directly with them. Asknicely keeps the responses right in the system so you can refer back to them. It saves time for both the customer and the person responding to them.

Cons

It is a little bit pricey for both the app survey and email survey compared to similar products. Most of these programs are built for medium to large businesses with an established customer base. The product is suitable for small to medium-sized companies that can manage day-to-day communications with customers. If you want are you going to invest in a product like this you want to make sure that you stay on top of these surveys and address any customer issues quickly.

AR
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Verified reviewer

1,001-5,000 employees

Used daily for 6-12 months

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Simple tools that minimized NPS administrative overhead and let's you focus on the outcomes.

Reviewed 6 years ago
Pros

Simplicity with deep capabilities if needed. This is a hard balance. Most important, they do have a client success manager that has been key to our success. They stand behind their product and they are open and action-oriented on recommendations.

Cons

In order to keep the simplicity, there are some things that become harder to do based on your organization's need for unique organizational element.

JI
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Jodi I.

Used daily for 1-2 years

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Also excellent

Reviewed 6 years ago
Pros

That we can learn from our customers what we need to fix. We also know what they love so that we make sure to keep doing what we are doing.

Cons

There's nothing that I don't like about it. I always get what I'm looking for out of this software.

ES
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Em S.

Used daily for 6-12 months

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Great customer service, easy to implement, good start to out of the box automations

Reviewed 6 years ago
Pros

It was incredibly easy to set up and automate survey to be sent everyday. The software is not overcomplicated.

Cons

The software is great. The documentation for setting up automations between AskNicely and Salesforce isn't robust. I also wish we had more strategic guidance from our account rep, however, I think the account rep to account ration is probably pretty high.

OT
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Olivia T.

201-500 employees

Used daily for less than 6 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Helpful tool

Reviewed 6 years ago
Pros

The ability to randomly survey customers on an on-going basis during a course of time was the main reason we purchased this product, which it does well. Customer support has been extremely helpful to work through issues. Responding to those who take the survey through the platform is helpful. Since we use Hubspot, the integration is extremely helpful.

Cons

There seems to be a lot of quirks that we've run across, and it's not as intuitive as I had hoped for. Customer support is awesome in helping for overcoming unexpected issues and questions that come up for us.

BG
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Bryant G.

Used weekly for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Set it and forget it - just works

Reviewed 6 years ago
Pros

We set this up and it just works. Great piece of software. It was very simple to configure and I don't have to touch most of the time. Dashboard is great to check your NPS quickly. We use the Intercom integration and the Slack integration.

Cons

There's not much to dislike here. The backend UI is a bit difficult to navigate but that's probably because I don't login all that often.

PP
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Paul P.

Used daily for less than 6 months

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  • Value for money
  • Ease of use
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  • Customer support
  • Likelihood to recommend10/10

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Been great so far!

Reviewed 6 years ago

It gives us an excellent metric to gauge customer satisfaction of each of our products. I would like to understand what is possible by using the API.

Pros

Quick and easy access to scores and text, and different segments and different dimensions. It's very intuitive.

Cons

I would like to be able to combine 2 segments to get overall score and consolidated comments. I would also like more best practices regarding sampling error (like how many respondents do you need to know if an NPS change over time has actually happened.

EJ
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Emily J.

Used weekly for 6-12 months

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We have had a good experience with AskNicely

Reviewed 6 years ago
Pros

I really enjoy how easy it is to respond to ratings via platforms we already use for support. Being able to use the manual workflows allows our support team to keep record of those interactions about feedback all in one place.

Cons

I wish the automatic workflows were available on lower tiers! We may upgrade as we scale up but the automation would be really valuable for a smaller organization with departments that are stretched a bit thin :)

HA
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Hussain A.

Financial Services, 11-50 employees

Used daily for less than 6 months

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  • Customer support
  • Likelihood to recommend10/10

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Simple yet powerful NPS tool

Reviewed 6 years ago

Use feedback that helps fine tune our product.

Pros

Simplicity is the word. Yet, in the background it does some amazing tasks to make the work flows and automation easy. We're even working on implementing it as Web surveys.

Cons

Can't think of any cons, but in terms of development, it would have been great if they provided a sandbox account to test API implementations.

AR
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Verified reviewer

Internet, 11-50 employees

Used monthly for 6-12 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Quick and easy - but full-featured - NPS survey tool

Reviewed 6 years ago
Pros

AskNicely gives us an easy way to gauge our users' satisfaction with our product. The interface is clean and friendly, and allows us to quickly set up groups of users to poll. The automated follow-up feature (ask detractors why they're unhappy; ask promoters if we can use them as a reference; etc) makes it really easy for us to talk to our users one-on-one without the traditional overhead of doing so.

Cons

Some of the multi-brand/templating features are a little limited and confusing. And it's not always clear if you're sending surveys immediately or adding them to a queue to be sent at some point in the future. But that might just be me...

MS
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Maria S.

Hospital & Health Care, 201-500 employees

Used daily for less than 6 months

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  • Value for money
  • Ease of use
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  • Customer support
  • Likelihood to recommend10/10

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Great Service for Customer Feedback

Reviewed 7 years ago

Ask Nice.ly is quick and simple. Responses are quick and simple to view. Nothing complicated and that is a huge plus. My responses can be sent out manually or I can schedule them,.

Pros

Simple and to the point.

Cons

I do not like that you can publish a response right from the comment and score. What if it gets accidentally hit ...ahhhh!

EM
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Ebona M.

Used weekly for 6-12 months

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Functional and easy to use.

Reviewed 6 years ago
Pros

I had little to no training in AskNicely and I was able to easily grasp how to use it and where to find certain features.

Cons

To really capitalize on your clients and optimize your partnership or convert users to ambassadors you need to cough up some money.

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Lisa T.

Telecommunications, 11-50 employees

Used other for 6-12 months

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  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Great to Increase Your Reviews!

Reviewed 5 years ago

Great product and does what it should at a good price point.

Pros

Automation used for this tool is great as it really allows you to gather more (positive) reviews fast! SMS and auto-reminders, are great features.

Cons

Can take time to set up, but no complaints.

CY
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Cheryl Y.

Used weekly for less than 6 months

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AskNicely App is easy to use, just as what we needed it to function!

Reviewed 6 years ago
Pros

The ease of use, the ability to customise different surveys for different customer groups. Also, the workflows that allow us to generate reviews online at the different platform. Value for money as compared to many of the NPS software company. Weekly report helps to put parties involved on the same page as well!

Cons

Sometimes the mobile app does not give very accurate information, in a way that the score given by the customer is wrong. Could just be an app bug, most of the time it's correct!

KG
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Kirsti G.

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EverythingNicely

Reviewed 9 years ago

We're using AskNicely in a slightly different way to most as we're wanting to measure the experience candidates have with us when applying for jobs. I got great advice around how we should ask the question and the team made it really easy for me to automate the sending within our existing processes. The design is slick, it gives a level of detail and insight that we've never had access to before and we love it.

Pros

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Cons

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BK
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Ben K.

Insurance, 1-10 employees

Used weekly for less than 6 months

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  • Ease of use
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  • Likelihood to recommend9/10

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Great customer interaction and ease of use!

Reviewed 6 years ago

simple and straightforward

Pros

Helps improve interaction with customers and feedback for better relationships. Great tool for reducing Errors and Omissions losses due to customer interaction.

Cons

SEO coordination with reviews given should be streamlined instead of asking for additional reviews via the Search Engine and more website widget functionality when wanting to read more reviews.

AB
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Andy B.

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Just too simple, its so easy!

Reviewed 8 years ago

It confused me as it was just that simple! I thought I was missing something! The ease of use meant we had it running straight away and it instantly became fundamental in how we understand the experience of our customers (being candidates in our recruitment processes)

Pros

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