CX platform with Salesforce integration, enabling insurance providers to collect feedback throughout the customer journey. Features include branded surveys, real-time alerts, automated workflows, and journey mapping. Specialized capabilities for measuring claims experience, digital interactions, and agent performance.
More about GetFeedback (Momentive)
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
GetFeedback allows survey distribution via email, SMS, in-app, web, and can be triggered post-interaction; their documentation highlights multi-channel capabilities. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Product supports both predefined and customizable templates, with insurance-oriented use cases shown on their site. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Skip logic and branching is promoted in survey builder demonstrations, customized per respondent’s answers. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Option for anonymous feedback is mentioned in GetFeedback’s help documentation. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Supports multiple response types including NPS, rating scales, text, and more—detailed in product demos. | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
Not as far as we are aware.* No explicit support for offline survey collection noted in official documentation. | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Surveys can be scheduled and automated based on customer journeys (see workflow automation feature details). | |
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Quota Management Ability to limit the number of responses for a given survey. |
No information available | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique links for survey tracking are supported, mentioned in customer tracking and respondent management materials. | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Real-time data capture is available as responses auto-update dashboards and trigger alerts instantly. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Platform stores partial responses for reporting and follow-up. | |
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Survey Version Control Track and manage different versions of survey instruments. |
Survey versioning is supported as part of change management in the survey editor. | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
No information available |
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Real-time analytics dashboard is a core feature, as described in the product’s analytics overview. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
NPS (Net Promoter Score) tracking and calculation are highlighted in insurance-sector case studies. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT (Customer Satisfaction) scoring is built-in. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
Sentiment analysis for free-text responses featured as part of the analytics suite. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom and scheduled reporting functions are available. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Feedback trends and visualization tools discussed in product demos. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Dashboard supports segmentation by channel, agent, product line, etc. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Exports to CSV/Excel are available from the GetFeedback analytics dashboard. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automatic alerts for low scores/negative feedback are described as core to insurance workflows. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
No information available | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
No information available | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Interactive data filtering for analytics and reporting is supported. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
Automated, scheduled report delivery is supported (report scheduling feature included). | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
No information available |
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
GetFeedback integrates natively with Salesforce and Zendesk, which are major insurance CRM platforms. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
No information available | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Integrations with Zendesk, ServiceNow and similar helpdesk tools are available. | |
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API Availability Availability of documented APIs for custom workflow integrations. |
Well-documented APIs exist and are referenced for custom integrations. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Supports event-based webhooks for survey events (per developer documentation). | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
No information available | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
No information available | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Import/export of lists and feedback data is supported. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
API and documentation covers integration with BI tools such as Tableau and Power BI. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Product allows use of preferred email and SMS gateways (Mailgun, etc.). | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
No information available | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
IVR/phone feedback collection supported as shown in insurance use cases. | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Custom branding is supported at both UI and integration levels. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Zapier and Microsoft Power Automate integrations available. | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Role-based permissions detailed in GetFeedback admin documentation. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
Comprehensive audit log is available for user actions. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Supports MFA for added account security. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Single sign-on integrations are listed among supported security features. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
No information available | |
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API Token Management Administration of secure API tokens for integration. |
API token controls available under account security features. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
No information available | |
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Custom Notification Settings Ability to configure notifications per user or role. |
Users can set personal alerts/notifications; detailed in user settings. | |
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User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
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Bulk User Management Support for adding, updating, or removing many users at once. |
Bulk user upload and management described in documentation. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
Admins can disable/delete users immediately via admin console. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Password policies and session controls are enforceable. | |
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Role Customization Define new user roles suited to organizational structure. |
No information available |
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
All data is encrypted at rest and during transit, per security documentation. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
ISO 27001 and SOC 2 compliance certifications are listed. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
Product is GDPR and CCPA compliant. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Custom retention policies can be configured (see admin data retention controls). | |
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Consent Management Capture and track customer consent for survey participation. |
Consent collection feature is available for participation in surveys. | |
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Audit Logging Tracks all system activities for compliance review. |
Full audit logging is available for compliance purposes. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
No information available | |
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Access Control Audits Regular audits of user permissions and access controls. |
No information available | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Ongoing vulnerability scanning and patching processes described in the trust center. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
No information available | |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
undefined Rapid breach notification and defined SLAs mentioned in compliance section. |
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
All surveys are responsive and optimized for mobile devices. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
Branding and white-labeling supported across survey UI and communications. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Multilingual display for surveys; respondent can select preferred language. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
Incentives and rewards can be configured for survey completion. | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress bars and page counters are displayed in survey UI. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Platform is WCAG-compliant (accessibility standard), referenced in documentation. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Dynamic survey personalization is available via Salesforce data integration. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Custom thank-you and closure pages are configurable after feedback. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length can be adjusted by the creator. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Abandonment reminders can be sent automatically when surveys are not completed. | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Image and video elements can be embedded in survey questions. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Estimated completion time is shown to respondents at survey start. |
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-up workflows based on responses (NPS triggers, CSAT alerts) are supported. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Negative feedback can trigger case creation in Salesforce or ticketing systems. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule engine for workflow automation is a highlighted feature. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Tasks and escalations can be assigned to agents, per workflow tools. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution tracking is visible as workflows can be monitored to closure. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation workflows can be automated for unresolved feedback cases. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
SLA breach alerts are configurable for responses or follow-up actions. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Direct integration with ticketing systems such as Zendesk and Salesforce Service Cloud. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Tagging and categorization can be done automatically or manually for prioritization. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
Library of pre-built workflow automations is available for insurance industry use cases. |
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Modern and intuitive administrative dashboard shown in all marketing materials. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Survey builder features drag-and-drop interface. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
No information available | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
Bulk editing and actions available in the admin portal. | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Onboarding walkthroughs and tutorials provided for new admins and users. | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
Mobile admin features are supported for tracking and management. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User feedback portal available for product feature requests and issue submission. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
No information available |
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Load balancing and elastic scaling are a feature highlighted by their SaaS/cloud architecture. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery and business continuity protocols are specified in their trust/security center. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Data is geo-redundant, with backups in multiple locations. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
No information available | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
No information available |
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 live chat and ticket-based support is described on the support page. | |
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Live Chat Support Real-time chat with support agents. |
Live chat and chatbot support is provided. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated customer success and account managers for enterprise insurance clients. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Online knowledge base and resource library is available. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Onboarding and training services are available for insurance sector clients. | |
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User Community Forum Peer-to-peer support through online forums. |
User forum for peer-to-peer support is accessible via GetFeedback community. | |
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Training Webinars Regular group training sessions or webinars. |
Training webinars and virtual events are offered. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
No information available | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing is shown on the pricing options page. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Pricing scales with volume (responses or distributions), per website. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Enterprise plans offer unlimited survey/response options. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial available with partial or full feature access. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
No hidden fees claim on their pricing page; full transparency policy stated. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Discounts for annual and high-volume contracts discussed with sales. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract lengths both monthly and annual, confirmed by public info. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Feature tiers (Standard, Advanced, Enterprise) and included features are outlined on pricing tables. |
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