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.