Overview: SmartSurvey and SmileBack as Customer Feedback Management Category solutions.

SmartSurvey is ideal for organizations needing comprehensive feedback solutions and analytics, especially in government and transportation sectors. It supports diverse communication modes and offers strong 24/7 support. SmileBack excels in customer satisfaction for tech firms, focusing on integration and feedback analysis, with a notable presence in IT industries. Both tools address feedback needs but cater to different industry dynamics and scales.

SmartSurvey: SmartSurvey offers an advanced, user-friendly online survey tool for creating and distributing surveys. Results can be analyzed graphically by a UK-based team.

SmileBack: SmileBack® is the leading customer satisfaction platform for MSPs, enabling IT professionals to collect, report, and act on CSAT and NPS feedback. Customer insights are efficiently managed.

SmartSurvey and SmileBack: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

SmartSurvey facilitates collecting feedback, manages social media communication, and measures CSAT and NPS. It's tailored for activities like sending communications and social media management. read more →

SmileBack focuses on collecting feedback and measuring CSAT, with strong support for review management and helpdesk involvement, promoting efficient customer service processes. read more →

Business Goals

SmartSurvey helps improve customer satisfaction and build brand awareness. It also aids in customer acquisition and drives sales growth, ideal for scaling best practices. read more →

SmileBack predominantly enhances customer satisfaction, with secondary goals of customer acquisition and digital presence improvement, supporting brands in engagement strategies. read more →

Core Features

SmartSurvey offers robust analytics, compliance, and custom reports. Features like security, data import/export, and seamless integrations cater to rigorous data handling needs. read more →

SmileBack's standout features include custom reporting, integration, and analytics. The focus is on privacy with a less extensive security suite, appealing to users prioritizing report clarity over data protection. read more →

Vendor Support

SmartSurvey provides email, phone, chat, and around-the-clock support, meeting diverse user preferences and supporting complex operations. read more →

SmileBack offers 24/7 support, complemented by email, phone, and chat options, though its comprehensive support is more limited compared to SmartSurvey. read more →

Segments and Industries

SmartSurvey is predominantly used by mid-market to large enterprises, fitting well in government, transportation, and education sectors. read more →

SmileBack serves large enterprises and is popular in IT, telecom, and security industries, tailoring to businesses needing rigorous digital feedback systems. read more →

Operational Alignment

SmartSurvey integrates seamlessly into workflows for mid to large-scale companies, adapting to varying communication needs. read more →

SmileBack suits the operational dynamics of IT service companies, with a focus on feedback management and customer interaction complexity. read more →