Top Voice of the Customer Software Awards 2022 | Software Reviews

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Emotional Footprint Awards 2022

Voice of the Customer


SoftwareReviews names sandsiv+, Gainsight Customer Success, and SurveyMonkey Enterprise 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.

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See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.

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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.

9.0

CX Score

CX
Score

+94

Net Emotional Footprint

Net Emotional
Footprint

87

Value Index

VALUE INDEX

0% Negative 94% Positive
Badge Winner
18Reviews

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.

9.0

CX Score

CX
Score

+93

Net Emotional Footprint

Net Emotional
Footprint

87

Value Index

VALUE INDEX

1% Negative 94% Positive
Badge Winner
25Reviews

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.

9.0

CX Score

CX
Score

+88

Net Emotional Footprint

Net Emotional
Footprint

92

Value Index

VALUE INDEX

2% Negative 90% Positive
Badge Winner
13Reviews

Other Evaluated Vendors


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.

8.6

CX Score

CX
Score

+91

Net Emotional Footprint

Net Emotional
Footprint

80

Value Index

VALUE INDEX

1% Negative 92% Positive
14Reviews

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.

8.3

CX Score

CX
Score

+84

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

1% Negative 85% Positive
10Reviews

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.

8.2

CX Score

CX
Score

+79

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

3% Negative 82% Positive
17Reviews

SurveySparrow Inc

SurveySparrow

SurveySparrow is an end to end Conversational Experience Management Platform that helps you get a 40% better response rate.

8.1

CX Score

CX
Score

+86

Net Emotional Footprint

Net Emotional
Footprint

75

Value Index

VALUE INDEX

3% Negative 89% Positive
12Reviews

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.

7.9

CX Score

CX
Score

+78

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

3% Negative 81% Positive
14Reviews

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.

7.6

CX Score

CX
Score

+77

Net Emotional Footprint

Net Emotional
Footprint

74

Value Index

VALUE INDEX

9% Negative 86% Positive
14Reviews

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.

6.7

CX Score

CX
Score

+57

Net Emotional Footprint

Net Emotional
Footprint

76

Value Index

VALUE INDEX

16% Negative 73% Positive
17Reviews

For the full press release, click here. For the full list of vendors in this space, click here.

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