Client Survey

Features

Always know what your customers are thinking

AskNicely helps customer-obsessed organizations streamline feedback management with engaging surveys shared at critical moments so your whole team understands your customers inside and out.

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Consistent customer feedback

Keep your finger on the pulse with an always-on feedback generation engine. Close gaps in your understanding of customer needs and act on CX trends before they become problems.

Accessible CX data for all

You don’t need a statistics degree to understand AskNicely survey results. Everyone on your team, from executives to the frontline, gets user-friendly CX data that’s actionable for their role.

Timely and effective response management

When feedback comes in, your team needs to act fast. Collect and respond to feedback, then track trends from one platform. Never miss another opportunity to improve customer experience!

A unified approach for every location

Whether you have 5 locations or 5,000 (or more!), standardizing customer feedback collection improves CX everywhere. Identify areas for improvement at the local and global level.

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Integrations

AskNicely fits right in with your current workflow and tech stack. We’re in the business of creating better customer experiences, after all!

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Features

Multi-channel feedback collection

Collect feedback from customers using email, SMS, or embedding surveys on your website, mobile app or in-store kiosk.

Filter, export, and drilldown on the data quickly

Save, schedule, and automate reports to your inbox

Connect the tools you already use with 100+ integrations

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What could you do with a complete picture of CX?

Let us show you how thousands of service businesses understand and improve CX with a robust survey program.

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See How

Our customers know what their customers are thinking

Here's what happens when you AskNicely

“AskNicely has revolutionized the way we collect feedback from clients. Previously we had sent out traditional surveys which are so easy to forget about or not respond timely to. With AskNicely, it's live and constantly updating, and the responses can be automated, so you never forget to thank anyone, or ask them for more feedback. We also have the TV screen displaying live results in the office, which has created some nice competition.”

Rebecca Steele

Director, AES International

“The platform's intuitive interface and customizable surveys made gathering insights a breeze, and the real-time feedback alerts empowered us to address concerns swiftly. AskNicely's NPS tracking and robust analytics have become invaluable tools for measuring customer loyalty and steering our business toward continuous improvement.”

Dante Becerra

Technical Support Engineer, Softserve

“With AskNicely we saved a lot of resources and customers are happy since the survey takes not even a minute. We can now focus on problem-solving rather then data collection.”

Henrik Brandt

Manager, Aftersales Continental, ANCA Europe GmbH

Our customers

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Frequently asked questions

Everything you need to know about the product and billing.

Why should I use software to collect customer feedback?

Better data, higher accessibility, less stress, more automation - there are a ton of benefits of using customer experience software over manual feedback collection. A few of those benefits:

Distribute surveys and collect feedback automatically. Software can automatically send surveys based on specific behavioral triggers (after a completed appointment, when a service ticket is completed, quarterly, etc.). Without software, someone has to send every survey manually - if they remember, that is.

Consolidate and analyze survey responses. Software not only synthesizes customer feedback automatically, but it can create a progressive profile of each respondent to analyze trends over time to highlight important customer experiences. That would take a huge amount of time for even seasoned analysts.

Integrate with the tools you already use. From your CRM to the platforms your team uses to communicate, customer experience data and outcomes benefit your team more when they’re accessible.

Automate repeatable proceses with workflows. When feedback that requires resnse comes in, a customer experience platform can alert a staff member to take action. This gets the customer to a resolution faster and improves their experience overall.

All of this leads to quantifiable benefits, including increased customer loyalty, decreased churn, and revenue growth. We’d be happy to show you how our customer experience management platform could benefit your organization specifically - let’s talk.

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What are customer experience surveys?

Customer experience surveys are designed to gauge customer satisfaction, preferences, and expectations regarding a company's products or services. These surveys are used by businesses to collect valuable feedback directly from consumers.

What questions should I ask in my customer experience surveys?

For effective surveys that customers will actually complete, we recommend using one to three Net Promoter Score (NPS) questions.

1. "On a scale from zero to 10, how likely are you to recommend our business?"

2. Follow up with one or two relevant cascading questions that ask "why?" to uncover the reasons behind each response. For example, "Why did you choose that score?"

Remember: less is always more in customer surveys. Surveys with one to three questions see 83% completion rates, while surveys with 15+ questions fall to 42% completion.

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What’s a good response rate for customer experience surveys?

Typical responses for customer experience surveys are between 10 and 30%. AskNicely customers see an average response rate of 22 and 25%.

How can I get higher response rates on customer experience surveys?

If you want to improve response rates on customer experience surveys, there are a ton of levers you can pull. To start, here are a few ideas you can test:

1. Make requests more timely to the service provided.
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2. Send surveys from your email domain, like email@YOURCOMPANY.com, rather than a third party’s email domain like email@SURVEYCOMPANY.com.
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3. In your email address, use a word or phrase that encapsulates the message you want customers to associate with their interaction.
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4. Send survey reminders within a week of your initial request.
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5. Tweak the time of day you send out surveys. Consider your customers’ schedules and test different options!
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6. Share with customers why taking the survey will benefit you. Notifying your customers that they should be on the lookout for your surveys by saying "we want to give you a voice!” can go a long way.
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7. Check your data to see if certain days or times have low response rates. We often see weaker response rates on Fridays, for example.
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8. Personalize your request. Email subject lines like “Mary! We want to do better. Will you tell us how?” can boost open and response rates.

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