Emotional Footprint Awards 2023
Voice of the Customer
SoftwareReviews names sandsiv+, SurveyMonkey Enterprise, Adobe Analytics, and Forsta as Voice of the Customer Emotional Footprint Award Winners.
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Voice of the Customer
Emotional Footprint Awards
SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
Emotional Footprint Awards are proudly founded in 100% user review data and are free of traditional “magical” components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.
Read The In-Depth Report
See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.
30+ pages
Measuring Emotional Footprint
Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done across this index:
% of Positive Reviews - % of Negative Reviews
For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.
Emotional Footprint Leaders
SandSIV Switzerland Ltd.
sandsiv+
sandsiv+ captures, analyses, integrates, improves, and measures the customer experience. Introduced in 2014, the next-generation CX solution harmonizes data from any direct or indirect channel, and generates inferred data using artificial intelligence. Its analytical features are built on advanced AI technologies including Natural Language Processing (NLP) and Deep Machine Learning, providing for the increasingly unsupervised production of faster and more accurate actionable insights, and allowing organizations to act responsively and plan wisely. The solution supports complex integration, customization and configuration.
8.9
CX Score
CX
Score
+96
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
Momentive
SurveyMonkey Enterprise
SurveyMonkey is the world's largest survey company, helping customers collect 2.8 million online survey responses every day. SurveyMonkey has revolutionized the way people give and take feedback, making it accessible, easy and affordable for everyone.
8.8
CX Score
CX
Score
+91
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
Adobe Systems
Adobe Analytics
It might be a campaign that’s underperforming. Or you need to know which content will inspire your customer. Maybe you just want time to look for the insights that really matter — the ones only you can find. Whatever the challenge — from basic web tracking to creating a culture of insight where data is infused into every action on every team — Adobe Analytics can help.
8.0
CX Score
CX
Score
+92
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
Forsta
Forsta
Forsta is an Experience and Research Technology Platform that gathers and analyzes data, and translates the findings into shareable actions to inform decision-making and drive growth. Forsta’s technology is designed to discover, analyze and share smart insights packed with real action potential, and help organizations better understand the full Human Experiences of their audiences.
8.0
CX Score
CX
Score
+92
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
Other Evaluated Vendors
Momentive
GetFeedback
Collect in-the-moment feedback across all channels, including email, SMS, website, and mobile apps. Empower customers to provide real-time, contextual feedback throughout the customer journey. Quickly spot trends, analyze sentiment, and understand key drivers that are impacting your business, then easily share those insights with your teams. Close the loop on critical feedback as it happens in order to create ‘wow’ moments that drive customer satisfaction and loyalty.
7.8
CX Score
CX
Score
+86
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
Ask Nicely Ltd
AskNicely
AskNicely connects real-time customer feedback with all your teams, systems and processes, based on the Net Promoter Score (NPS®) framework. AskNicely measures every customer experience, coaches and motivates your frontline teams, and makes every location perform like your best.
7.7
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
Gainsight
Gainsight Customer Success
Gainsight CS is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Easily access customer insights in a centralized view. Utilize all survey types for a best-in-class customer feedback program.
7.7
CX Score
CX
Score
+77
Net Emotional Footprint
Net Emotional
Footprint
89
Value Index
VALUE INDEX
Alchemer LLC
Alchemer
Alchemer is a online survey software tool for designing online surveys, collecting data and performing analysis. Our tool supports a variety of online data collection methods including online surveys, online quizzes, questionnaires, web forms, and landing pages.
7.6
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
SurveySparrow Inc
SurveySparrow
SurveySparrow is an end to end Conversational Experience Management Platform that helps you get a 40% better response rate.
7.5
CX Score
CX
Score
+83
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
Qualtrics
Qualtrics CustomerXM
With Qualtrics CustomerXM, you get the power of the ultimate listening engine, predictive intelligence and analytics, and full closed-loop actioning capabilities, so you can gain a holistic understanding of your customers’ experiences and take the right actions that drive meaningful impact.
7.3
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
Hotjar
Hotjar
Hotjar is a behavior analytics and product experience insights service that helps you empathize and understand your users, and get their feedback through tools like heatmaps, session recordings, and surveys. Hotjar complements the data and insights you get from traditional web analytics tools like Google Analytics. It’s an industry-leading and easy-to-use service that combines user behavior analysis, product experience insights, and website feedback tools to help you understand what’s actually happening on your site, what your users care about, and what they have to say.
7.3
CX Score
CX
Score
+83
Net Emotional Footprint
Net Emotional
Footprint
75
Value Index
VALUE INDEX
InMoment
InMoment Experience Intelligence
The InMoment Experience Hub empowers your organization to act quickly and wisely to improve your customers’ experiences—and your bottom line.
6.8
CX Score
CX
Score
+78
Net Emotional Footprint
Net Emotional
Footprint
69
Value Index
VALUE INDEX
Medallia Inc.
Medallia Experience Cloud
Wherever your customers are, however they transact with you, and talk to or about you — Medallia will facilitate a conversation between you and every single one of them.
6.5
CX Score
CX
Score
+60
Net Emotional Footprint
Net Emotional
Footprint
77
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
