NPS surveys, omnichannel feedback capture, journey analytics, insurance-focused dashboards, pre-built text analytics, workflow automation, and reporting for regulatory compliance in financial services.
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. |
Product description indicates omnichannel (multi-channel) feedback capture, including email, web, SMS, and more. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Pre-built NPS and customer journey templates are standard; customizable templates are referenced in product info. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Product supports dynamic surveys and question paths per answer, which implies branching/skip logic. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Satmetrix marketing mentions anonymous feedback collection, supporting regulatory requirements. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Supports multiple question formats including NPS, ratings, text, and multiple choice. | |
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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. |
No information available | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Workflow automation includes automated survey scheduling after customer interactions; described in marketing materials. | |
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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 tracking response and completion are a standard for regulated feedback systems. | |
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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 and reporting is clearly advertised for operational analytics. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Partial response capture and recovery is included, standard for enterprise survey tools. | |
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Survey Version Control Track and manage different versions of survey instruments. |
Version control for surveys is offered so organizations can track compliance and improvements. | |
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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. |
Emphasis on dashboards and real-time reporting strongly suggests real-time analytics dashboard is available. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
Automatic NPS calculation and trending is a core function for Satmetrix. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT scoring mentioned among KPI and regulatory analytics. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
Pre-built AI text analytics and sentiment analysis is a constituent of Satmetrix NPX analytics. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Product allows creation of custom reports for teams and regulatory bodies. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trend and pattern analytics featured in journey dashboards and product marketing. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Journey analytics enable segmentation by geography, product, channel, and other criteria. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Supports export to Excel, PDF, and CSV as stated in product brochures. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Configurable alerts and triggers upon negative feedback or regulatory issues are a highlighted feature. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Dashboards designed to link feedback to agent or business unit; supports attribution metrics. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Benchmarking against industry KPIs and internal goals is part of Satmetrix's analytics. | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Data filtering by channel, time, and agent is part of dashboards and reports. | |
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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. |
Recurring report scheduling is part of the automated workflow features. | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Product offers analytics and root cause identification for process improvement. |
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
API-enabled and native CRM connectors to Salesforce and similar platforms available. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Insurance solutions reference integration with policy admin and claims management systems. | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
No information available | |
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API Availability Availability of documented APIs for custom workflow integrations. |
APIs for workflow and data integration are documented by Satmetrix. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Webhooks supported for real-time integration with external systems. | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
Single sign-on is promoted for enterprise customers. | |
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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. |
Data import and export for contact lists and feedback data is standard. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Supports exports to BI and visualization tools (Tableau/Power BI) as per docs. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Email and SMS gateway integrations are standard for distribution and alerts. | |
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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. |
Phone/IVR survey integration is available for insurance sector, enabling phone-based feedback. | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Custom branding via integration is possible for enterprise contracts. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Integration with Zapier and other workflow automation is cited in the partner ecosystem. | |
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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 and granular admin controls described in security documentation. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
Comprehensive audit logs on user activity for compliance available. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Multi-factor authentication referenced under enterprise security features. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Single sign-on with SAML integration supported. | |
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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 management capabilities documented for integrations. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
Supports secure, temporary/guest access for external partners or auditors according to enterprise settings. | |
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Custom Notification Settings Ability to configure notifications per user or role. |
Individual/user-level custom notification controls mentioned in admin documentation. | |
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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 available for large organizations. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
User deactivation option available from admin controls in the platform. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Platform allows enforcement of access, password, and session policies. | |
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Role Customization Define new user roles suited to organizational structure. |
Supports custom user roles for different divisions, teams, and approval levels. |
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Security documentation lists encryption at rest and in transit as a default. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
NICE Satmetrix NPX is ISO 27001 and SOC 2 certified as per compliance documentation. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
Platform supports GDPR, CCPA, and financial regulatory data protection requirements. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Custom retention policy controls available and noted in regulatory compliance features. | |
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Consent Management Capture and track customer consent for survey participation. |
Survey participation consent management (capture and tracking) is part of the insurance compliance package. | |
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Audit Logging Tracks all system activities for compliance review. |
Audit logs and reporting are expressly listed as part of the platform's compliance toolset. | |
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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. |
Vulnerability management and regular security scanning referenced in compliance documentation. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Data residency option is offered for multi-national/regulatory compliance. | |
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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. |
No information available |
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
All surveys responsively designed for mobile access. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
Platform supports custom branding/white-labeling as per enterprise contract. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Product supports multi-language surveys, with user language preference detection. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
Product enables rewards management for participation as used by insurers for CX improvement. | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress bars and completion indicators appear to drive higher participation rates. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Accessibility (WCAG) compliance listed in RFP materials for financial/banking/insurance clients. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Personalization tools listed as part of customer journey and messaging customization. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Custom 'thank you' and closure pages configurable in survey builder. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length and question controls noted in setup/configuration materials. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
No information available | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Image/video embedding in survey questions is offered in platform updates. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Estimated completion time shown based on survey configuration/testing. |
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups and action workflows integral to workflow orchestration solution. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Negative feedback generates cases or tickets per workflow automation docs. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule engines to trigger actions/workflows based on feedback possible with Satmetrix automation. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Tasks can be assigned based on negative or urgent customer feedback. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution tracking via case management and follow-up tools included for quality/claims. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation workflows covered under regulatory reporting and automation. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
SLA breach triggers for follow-up and management alerts covered in compliance reporting. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Integrates directly with ticketing/support case management systems via workflow automation. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Categorization/tagging for triage of cases and feedback is available. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
Library of pre-built automation templates for common regulatory and CX processes. |
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Emphasis on intuitive dashboards for admins and teams. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag and drop survey builder featured in user experience videos. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
Navigation customization available for enterprise implementations. | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
No information available | |
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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. |
Detailed onboarding and in-product guides referenced in implementation support material. | |
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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 functionality via web interface available for on-the-go access. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
No information available | |
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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. |
Automated resource allocation/load balancing described in scalability documentation. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery planning and failover is listed as a compliance and reliability feature. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundancy offered for international and high-availability clients. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Elastic seat licensing and enterprise expansion options noted in sales documentation. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Monitoring tools for system performance advertised for enterprise customers. |
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 support available for enterprise contracts. | |
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Live Chat Support Real-time chat with support agents. |
Live chat support available from help portal. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account managers for enterprise/insurance sector clients. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Knowledge base support materials available online. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Implementation and onboarding services available for insurance clients. | |
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User Community Forum Peer-to-peer support through online forums. |
Online user community referenced for peer support/challenge resolution. | |
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Training Webinars Regular group training sessions or webinars. |
Regular webinars and partner training sessions available, insurance-specific trainings also cited. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
Custom training and onboarding resources delivered for larger insurance clients. | |
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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 available as part of named-seat or enterprise plans. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume and usage-based pricing referenced for large response volumes in insurance deployments. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited survey/response usage options mentioned for enterprise agreements. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial available with limited user and feature sets; referenced on website. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
Pricing transparency and no hidden fees mentioned in sales terms. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual and bulk contract discounts available; cited in sales materials. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract options (monthly, annual, multi-year) available. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Feature-tier pricing is transparent and published on the vendor site. |
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