# Nicereply Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Nicereply the right Customer Satisfaction solution for you? Explore 283 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/152920/Nicereply/reviews --- Nicereply 4.7 (283) [View alternatives](https://www.capterra.com/p/152920/Nicereply/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Nicereply Ease of use 4.7 Customer Service 4.7 ## Pros and Cons in Reviews Renata H business administratorComputer Software, 11 - 50 employeesUsed the software for: More than 2 years. “the comments received good recognize the good work that is done daily and the bad comments makes it work harder so that all the comments are good and every time we manage to reduce those bad comments that affect us for the other clients that read them and see something bad of the site“ July 18, 2024 hb helen b customer support assistantPharmaceuticals, 201 - 500 employeesUsed the software for: 6-12 months. “very good but annoying that the weighting for 1's seems to be far greater than the weightings for 5 and 10's, basically means I need 8-9 10's to outweigh only one 1“ June 21, 2022 JW John W Renewals AdvisorInsurance, 201 - 500 employeesUsed the software for: Less than 6 months. “This software allows us to filter the negative ratings which gives us a plan to address those clients and provide better service moving forward.“ July 6, 2022 hb helen b customer support assistantPharmaceuticals, 201 - 500 employeesUsed the software for: 6-12 months. “I'd like to see my overall average again but this function has been removed“ June 21, 2022 Cori M Manager, Customer SupportComputer Software, 201 - 500 employeesUsed the software for: More than 2 years. “It's very easy to implement in to our customer communications, and get real data around how satisfied our customers are with our service.“ July 6, 2022 EM Emily M Customer Service DirectorArts and Crafts, 201 - 500 employeesUsed the software for: More than 2 years. “Also, having API integration with various customer service platforms, it's huge plus!“ October 6, 2022 ## Showing most helpful reviews Showing 1-25 of 283 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Renata H. business administrator Computer Software Used the software for: 2+ years ### "Happy or disgruntled customers" July 18, 2024 5.0 allows us to see our own mistakes or what we are doing wrong and serves to improve each day more and fight because customers feel satisfied with the service and the product they acquire Pros the comments received good recognize the good work that is done daily and the bad comments makes it work harder so that all the comments are good and every time we manage to reduce those bad comments that affect us for the other clients that read them and see something bad of the site The prices are the best because if you buy the annual plan it is much cheaper than buying each month is a good offer annual plans Cons the platform is very simple I would like that could be customized more to the taste of each otherwise I do not see anything bad all the work by means of nicereply is much simpler and more comfortable Review Source LC Lemuel C. Customer Support Representative Computer Software Used the software for: 2+ years ### "Great and easy to use for for Customer Support metrics!" July 7, 2022 4.0 Pros It was easy to filter and see a support agent's CSAT ratings quickly Cons The graphs/charts could be more refined and have a more appealing UI instead of a simple barebones pie chart/bar graph Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Nicereply Nicereply is much more affordable for our company Review Source KM Kevin M. Customer Operations Manager Used the software for: 6-12 months ### "Good idea in theory, but misses the mark when it comes to overall functionality. " July 2, 2018 2.0 Pros It was fairly easy to set up and get running. The supplied good write-ups for getting things installed and connected to things like Zendesk. The graphs are easy to just copy-paste the code and it looks pretty nice. Cons If you make a mistake when setting up your reviewing, you have to start from the beginning to fix that mistake, you can't just fix it. I ever reached out to support for help but, after several days of no response, I ended up just deleting all the work I did and starting over from scratch. Only then I heard back from support and they essentially told me to do just that. In addition to this, it's impossible to get an accurate measurement of historic data. I wanted to simply pull my team's average score on a daily basis and report that. First off, they don't allow you to pull this information via CSV or spreadsheet, I had to look at this tiny chart and hover over each day individually. Secondly, I noticed different scores when I changed the date range. For example, I set my date range as May 1st - May 31st and on May 1st, my average team score was 5.93. When I changed my date range to May 1st - June 23rd and looked at May 1st, my average team score was now 6.1. I emailed their support, waited a few days, and heard back that they would check with their engineering team about that. A few days later, they said "The graph has just an informative character and scores are changed a bit so graph doesn't look to "bumpy" when there are multiple different scores every day. " When I pressed more on this, they said that I'd have to change the date range to each day to get accurate historic information, which is absolutely awful. Searching for a replacement for this product... Review Source EM Emily M. Customer Experience Specialist Consumer Goods Used the software for: Less than 6 months ### "Easy to use" August 14, 2019 4.0 Overall, I definitely recommend especially for teams on a budget and not much time to onboard. The process was quick, easy and the Nice Reply team is super helpful. Pros Definitely one of the more customize-able programs when it comes to overall look. We were able to create surveys that look just like all of our other branding. Nice Reply is super easy to use and their support team is always available for any issues no matter how small. They helped on board our global team and translations are a breeze. Cons Even though visual customization is great, there's not much wiggle room with the program itself. We hit a few roadblocks trying to adapt surveys for specific purposes other than CSAT and NPS. Alternatives considered [InMoment](https://www.capterra.com/p/160599/InMoment/)[Delighted](https://www.capterra.com/p/157973/Delighted/)[Survicate](https://www.capterra.com/p/132914/Survicate/)[Customer Thermometer](https://www.capterra.com/p/133435/Customer-Thermometer/) Reason for choosing Nicereply Price, accessibility for global team, visual customization Review Source Zach S. Senior Marketing Project Manager Used the software for: 2+ years ### "Nicereply does exactly what it needs too: deliver ratings and statements from email Customers." July 2, 2018 5.0 Nicereply provides our team with an immediate understanding of a customer's view of their service. It also allows us to keep our eye on any customers that require additional attention or feel that their service or product experience is incomplete. Pros Nicereply knows what its good at and doesn't focus on anything else. The UI is intuitive, basic and helpful. This is a true "meat and potatoes" tool. It provides our team a pulse on our email support and customer contacts. Cons As stated previously, Nicereply only does one thing, albeit well. It fulfills its purpose but doesn't bring anything new or cutting edge to the table. You know what you get, the whole time. Review Source Michael B. Senior Technical Support Engineer Information Technology and Services Used the software for: 2+ years ### "Understand what your customers think of you" September 8, 2021 4.0 Pros The ease of use to (re-)connect with your customers to get their opinion about your conversation, the help you provided them, or the support you gave. Cons I'm not entirely sure why this is: we use "smiley faces" to get a customer satisfaction score and these images are not always visible within the email. Review Source Spirit C. Product Manager Used the software for: 1-2 years ### "Very Happy They Went Above and Beyond" July 2, 2018 5.0 Pros The one thing that sticks out to me about this company is that when we first started with them we did not exactly fit the mold that we wanted to use Nicereply for. When I spoke to someone there they told me what I was looking for was actually in development and they allowed me to stay on a trial and kept me updated on the progress of the development that I needed. That showed me they valued not only the customer but had faith that their product was going to fit our needs. Cons I do not have any con's at this time. Every time I have reached out to customer support I get top notch service. Review Source Bryan F. Customer Support Agent Consumer Services Used the software for: 2+ years ### "Amazing tool to keep track of your ratings" December 3, 2019 5.0 Wonderful service, when it comes to satisfication reports this should be the one you want to use. Pros I like you easy it is to compile a weekly, daily or monthly report. It can be integrated with ticketing software. You can only filter by low rating in order to identify trends. Cons I like the service a lot, however, I feel that it's UI can be improved into a more modern layout to have a better experience. Review Source Walter Q. Director of Client Success Internet Used the software for: 2+ years ### "A great overall product has made interacting with our customer even easier. " June 7, 2018 5.0 Customer feedback and interaction. Pros Has great features and their support is great and friendly. I have never had a problem with anything on here. Cons none really. The software does everything we want it to do. In the past we had an issue with reviews being given to wrong people due to customer error, however, support was great in making sure we were able to reassign them! Review Source Dan T. Freelance Writer Used the software for: 2+ years ### "It allows our customers to clearly and easily rate our service, which is invaluable. " June 8, 2018 5.0 Pros The clear stats we now have to track our mission as customer service. By connecting it to our Zendesk we always know where we stand with our own customers. Cons Sometimes the automated emails can be a bit confusing to the less tech-savvy. It asks for a reply above the line which confuses some folks who don't realize you just simply reply to the email. Review Source NM Nomfundo M. Quality Assessor Retail Used the software for: 2+ years ### "Great survey analysis platform. " September 12, 2021 5.0 It is a brilliant platform that helps us obtain accurate statistics from all our communication platform. Pros The data is easy to extract, filter and read. Educating an agent using the extraction is simple and effective. Cons It would be nice if the platform had real time monitoring so that our team can see the effects of their efforts as soon as the surveys come through. Review Source BH Bryan H. Q/A Engineer Computer Software Used the software for: 2+ years ### "Thumbs up for Nice reply" July 6, 2022 5.0 Overall very positive experience Pros Nicereply is easy to use and read to get feedback from customers on our interactions. In our company, we interact with people on the daily and it is good to get feedback from them so that we can be successful Cons Not much I can say as negative except maybe that Customers are only given 3 options which I guess I for simplicities sake Review Source VR Verified Reviewer Customer Experience Manager Internet Used the software for: 2+ years ### "Excellent product!" June 6, 2018 5.0 Ease of use, great reporting opportunities, weekly updates from the team! Pros I love that it's such an automated process! We're able to pull everyone's feedback into an easy CSV, sort, and restructure areas of opportunity! Cons It would be nice to have two options for reviews, one for agent, one for responses (which there may very well be!) Review Source VR Verified Reviewer Manager, Customer Support Computer Software Used the software for: 2+ years ### "Easy-to-use Customer Satisfaction tool" July 6, 2022 5.0 Pros It's very easy to implement in to our customer communications, and get real data around how satisfied our customers are with our service. Cons There is nothing I dislike about Nicereply. Review Source CK Camille K. Travel Agent Hospitality Used the software for: 2+ years ### "Great Tool for Customer Feedback" August 5, 2019 5.0 This is a wonderful tool for our company to quickly resolve any issues. Some of our clients don't write feedback to the agents directly and will use NiceReply as a buffer. We can then figure out our client's problems and quickly get back to them with solutions. Pros This tool is easy to implement in emails, giving your clients the opportunity to quickly provide feedback on your services. Fast and accurate software with great customer support that efficiently resolves issues. Overall a great tool to allow your clients to provide accurate feedback. Cons This software can at times give feedback scores to other colleagues, rather than yourself, thus skewing the results for the agents. Review Source AW Alla W. CS team manager Used the software for: Less than 6 months ### "It's easy to use and review my team's ratings daily or periodically." July 10, 2018 5.0 Pros Actually I only used nicereply for less than 2 months since I joined a new company. It's quick and easy to use for a startup company which is not able to devote a lot of resource in developing a software of itself for evaluating the customer service's work from customer's viewpoint. Cons I just have some suggestions for nicereply. First, I have three CS teams and if I want to view the scores of each team, I have to output the csv datasheet to deal with it. If I can set it on nicereply and view the team's score directly on nicereply, it would be better. Second I can not understand the calculating of the average score. For instance, If I have 6 agents in a team(team 1), their score is 9, 7, 6,1,1,1, then the average score of this team is 4.17, but if I have 4 agents in another team(team 2), their score is 9.7,6,1, then the average score of that team is 5.75. So if 3 agents get 1 score respectively( that is the case in team 1), and if an agent get 1 score( average score for 3 ratings), then the average of the team is totally different, but the only difference is that the 1 score from 3 replies of one agent and 1 score from 3 replies of three agents. I don't understand why. If nicereply can suggest a better way of calculating the average score of a team, that would be perfect. Review Source Response from Nicereply July 12, 2018 Alla, it's possible to fix this hassle very quickly. You can create team in Nicereply. See this how to manual: https://support.nicereply.com/hc/en-us/articles/115002909372-Team-Management VR Verified Reviewer Asst. IT Manager Hospitality Used the software for: Less than 6 months ### "Excellent product. Works as expected." July 5, 2018 4.0 So far we are able to collect and measure our customer's/guest's feedback rate. It is still too soon to state benefits received. We should probably be able to provide a more complete picture on the benefits once we complete using your software for at least a year. Pros We've been using NiceReply for the past 5 months to get feedback on our customer's/guest's experience dealing with our reservations emai support team. So far we are pretty happy with the capability to measure this using NiceReply. The application is easy to use and configure and provides a nice dashboard of the response metrics. Cons This is probably not a Con for the software itself, but we are able to get only a small sample of our total email recipients to respond and provide feedback. The click-through rate for feedback is low in comparison to the total number of customers we interact with. Review Source VR Verified Reviewer Head of Customer Support Computer Software Used the software for: 1-2 years ### "Integral part of our Support experience" July 2, 2018 5.0 Visibility into support team actionable data. Pros I love that it integrates with Front and allows us to respond to customers and find ways to improve both of CES and CSAT. Cons Would love better analytics, to get actionable data it requires exporting and drilling down outside of the software. Review Source VR Verified Reviewer Tooling & Support Engineer Computer Software Used the software for: 6-12 months ### "Perfect product for measuring customer feedback" June 28, 2018 5.0 Pros Simple integration with tools like Front, allowing us to get feedback directly from customer conversations. Great, fast customer support from a team that cares about their product Cons For the job we use it for, NiceReply does everything we need. It's sometimes frustrating to see a customer leave a negative rating, with no feedback comment, but that ability to not leave comments surely improves the response rate. Review Source VR Verified Reviewer Contractor Relations Support Specialist Package/Freight Delivery Used the software for: 6-12 months ### "Great Product" June 7, 2018 5.0 Great way to monitor customer service levels, head off customer complaints, and monitor common customer complaints. Pros I like the ease of use for the user, as well as the usefulness of the application for both monitoring common customer complaints as well as the quality of customer service given by employees. Cons I don't like that sometimes the comments lack context, but it's really up to the data reviewer to determine that. Review Source hB helen B. customer support assistant Pharmaceuticals Used the software for: 6-12 months ### "Overall very informative and useful" June 21, 2022 5.0 very good but annoying that the weighting for 1's seems to be far greater than the weightings for 5 and 10's, basically means I need 8-9 10's to outweigh only one 1 Pros I like that it is clear in it's functionality Cons I'd like to see my overall average again but this function has been removed Review Source SF Seu F. Customer Experience Used the software for: 2+ years ### "Nicereply has been helpful to get a glimpse of how well we are servicing our customers. " July 21, 2018 4.0 Pros It's nice to see how a customer feels after you've been able to help them, even if they do not reply back to you via email since you solved their problem. They seem to be more open and honest about their experience. Cons Sometimes it is not obvious for customers when they provide feedback. Occasionally I will see a 1 star review, but they mention positive feedback so it is obvious they had intended to give 5 stars instead. If there is a scale already stating 1 star is low, then perhaps it could be more obvious (we also have international customers in other languages). There are also times where customers respond to my emails through Nicereply rather than the actual email. I receive an email notice when a customer provides a rating on Nicereply. Although it shows where the customer is located, it would be nice to see the actual ZenDesk email message so I can quickly see what it is in reference to, rather than having to open up the ticket in another window tab. Review Source TM Timothy M. Customer Support Telecommunications Used the software for: 2+ years ### "Valuable information that allows customers to leave more information" July 2, 2018 5.0 Real-time feedback from customers during the course of a help ticket, so we can gauge their feelings about support before resolution is found Pros Gives our customers a chance to leave feedback that they otherwise wouldn't think about leaving. We get another chance to respond to their comments and concerns with a rating they provide. Cons Haven't had to engage support for any concerns, so not sure how well that would be. This may have more to do with our implementation but we have customers responding to NiceReply with information that they should provide to our support staff, thus confusion regarding "where do I leave comments if issues unresolved?" Review Source VR Verified Reviewer IT Officer Used the software for: 6-12 months ### "Easy to use, Good system" June 8, 2018 5.0 Being able to see what people think of your email writing skills Pros This has allowed our team to improve overall customer service satisfaction.Super easy and quick set up and great integrations Cons As a part of a customer service team, no real dislikes as yet. I have not yet come upon anything bad in the Nicereply system Review Source VR Verified Reviewer Merchant Support Representative Computer Software Used the software for: 6-12 months ### "Nicereply is great - easy to use!" June 8, 2018 5.0 Pros It's so easy to see your ratings/score - all you need to do is log into your account, and it is automatically synced with my Zendesk tickets. Cons I have no problems at all with the software! I didn't see any areas of confusion, and enjoyed our partnership with them! 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