# Page 4 | Nicereply Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 # Page 4 - Reviews of Nicereply ## Showing most helpful reviews Showing 76-100 of 283 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AF Aubrey F. Software Support Supervisor Real Estate Used the software for: 2+ years ### "NiceReply allows us to take a real pulse on our customers who reach out to our Support team." July 2, 2018 4.0 Pros I like that NiceReply gives our users the opportunity to post a comment about their service. That allows us to dig deeper into ticket that don't go well and make improvements, or take a closer look at what we're doing right and grow from there. Cons We seem to notice a lot that our customers don't understand the difference between 1 and 10. We get a lot of comments that say "Great support!" and then they rate a 1. There seems to be some sort of disconnect... Review Source GH Geronimo H. Technical Account Manager Used the software for: 2+ years ### "I like Nice Reply it lets me know how I treat my customers and what they think of my support!" June 8, 2018 5.0 The software is great! Pros Everything, easy to use and implement. Have been using for over 2 years and the support provided keeps getting better! Cons I really can't say that there is nothing that i don't like about nice reply. It does exactly what it was developed for, results! Review Source SA Salman A. Web Developer Used the software for: 2+ years ### "I enjoy the comprehensive feedback from our merchants for both CSAT and CES - great tool!" June 8, 2018 5.0 Metric, performance, CSAT, graphic datas and much more - clear pictures :) Pros NiceReply really helps us to identify any merchant problems and provide clear solution, this tool is really effective in my job along with our team and evaluate our performance weekly - so far love NiceReply tool! Cons Maybe more options or perks or awards - also sometimes I notice wrong rating will still apply to me after transfer case to other person - maybe need little improvements to fix issues. Review Source WW William W. Customer Advocate Computer Software Used the software for: 1-2 years ### "Very user friendly and support is always resolve any issues I've had" July 2, 2018 5.0 The ability to view the customers opinions regarding the support they are receiving from our agents. Pros Easy to use interface and quick access to our ticketing system to review all the feedback. Also great for coaching agents on apathy with customers. Cons One issue was that I couldn't correct certain review manually, but a recent update fixed that. Not when there's a review that isn't warranted I can make the change without emailing support. Review Source MZ Monika Z. Manager projektu Publico Used the software for: 2+ years ### "Great way to get feedback" July 2, 2018 5.0 Pros I like the simplicity of Nicereply. Our customers are motivated to leave a feedback because it's so simple and fun! Cons I think that Nicereply doesn't have any issues. System does everything what we need and for other things you can solve it with support. :) Review Source VR Verified Reviewer Product Manager Computer Software Used the software for: 1-2 years ### "Easy to set up and intuitive to digest" July 2, 2018 5.0 Pros It integrates into Frontapp, a team communication platform that our entire company uses. This allows us to get CSAT scores on communications across the board. Cons There isn't anything about Nicereply that I think is a con at this point. It will be interesting to see how they continue to diversify their product offering since this space is pretty saturated. Review Source HW Hart W. Customer Support Engineer Education Management Used the software for: 2+ years ### "I can take it for granted" July 15, 2018 5.0 Pros It simply works, and works well. Implementation is straightforward, gets the job done. I can trust it to work, hence why I can take it for granted Cons It's really annoying how i'm unable to delete past users and retain the ratings but forced to disable them which doesn't do anything useful, the list of staff members is still full of interns and ex employees. Also once i disable these people, i can find a way to enable them back. Review Source VR Verified Reviewer Business Analyst Computer Software Used the software for: 2+ years ### "Good customer service rating tool" September 12, 2018 5.0 Pros Our company found good benefits with the ability to add a rating link to the bottom of outgoing customer service emails. Cons The user interface on the website is good but could use more features. Review Source TL Takari L. Customer Support Representative Used the software for: 1-2 years ### "Great feedback tool" July 4, 2018 5.0 Being able to make changes to my everyday procedures to improve responses to customers, motivation to do better and have a better interaction with customers. Pros The ability to see what the customer has to say and how they feel about the service I provided and make improvements based on what I get back. Cons People are able to give reviews multiple times for the same case, we only have one question and it is vague. Review Source AR Apollonia R. Analyst Marketing and Advertising Used the software for: 2+ years ### "It does the job" June 21, 2022 4.0 Pros It's easy to read and the information is super clear Cons The weighting of the scales is inefficient Review Source Tomas K. Used the software for: 2+ years ### "Great app for tracking of customer satisfaction" July 8, 2016 5.0 NiceReply is a very good tool for tracking of customer satisfaction. With this app is possible to check and manage your: 1. KPI, 2. customer satisfaction, 3. NPS and others data. I recommend to try this app. Pros Simply & Complex app Dashboard Easy to use Review Source RV Russell V. Director of Customer Care Used the software for: 2+ years ### "Nicereply is a great tool for monitoring employees responses to customers." June 6, 2018 5.0 Pros The software is very user friendly, and provides the information necessary to gauge how the team is doing right at your fingertips. Cons There really aren't too many cons. If I had to pick one, it's the rating scale that is provided to our customers. It gives them an option of a smiley, neutral, or sad face. Not sure if this is a limit of the software or the ticketing system we integrate it with. Review Source TN Tal N. Founder Used the software for: 2+ years ### "Working with them for two years and enjoyed every min. " July 2, 2018 5.0 Pros We increased the amount of feedback we collect from Our users in 40% also The ease of Integration was impressive! Cons I think It was great if there was the Ability to customize the icons in the mails to fit the branding of our company Review Source Response from Nicereply July 12, 2018 Tal, thanks for your review. If you want to change icons in the email, it's possible to do. You need to upload your custom ones on the server and point to the icons in html rating snippet. JW Julia W. Director of Administrative Services Computer Software Used the software for: 2+ years ### "Extremely easy to use and allows for customers to easily provide feedback" June 7, 2018 5.0 It's not always easy to get positive feedback from customers and this service allows for that to happen easily. Pros I like most the ease of use for both implementations and for customers to provide feedback. It's a great service to offer your customers an easy way to tell you how you are doing. Cons I wish it was a 5 star system instead of 10. 10 Stars confuse customers when 5 is the norm in most cases. Review Source SH Stella H. Customer Care Supervisor Retail Used the software for: 6-12 months ### "Ease of use " July 6, 2022 5.0 Overall great platform that is very user-friendly and gets you what you want and needs from the platform. Pros Really user-friendly platform that gets you all the necessary data needed and lets you drill down easily where you want to find more information. Cons I think if there was the ability to add more flexibility/personalization to the kind of data you would like to drill into, also more personalization of the surveys sent out. Review Source KA Kristie A. Support Used the software for: 6-12 months ### "Solidifies Our Efforts" June 7, 2018 5.0 Pros It really makes the team feel team accomplished and solidifies our mission in putting the client first and being an advocate for them. Cons When a "bad review" is left it's usually due to the client misunderstanding. I don't think that Nicereply helps alleviate the issue of human ego of wanting to place a bad review if they FEEL like something didn't go their way....so it can make a team member look bad when in reality they actually did everything they could have done. Review Source VR Verified Reviewer Partner & Escalations Specialist Telecommunications Used the software for: 1-2 years ### "Nicereply is extremely useful to our business and I enjoy being able to use it so easily." June 7, 2018 5.0 Pros The functionality and user experience is very smooth. It is also very useful that it can be interconnected with other support tools like Zendesk. Cons I think the UI could be updated but it is not something that currently takes away from a positive experience of using Nicereply. Review Source DN David N. Engagement Manager Internet Used the software for: 2+ years ### "Super easy to use" April 1, 2020 5.0 Pros Positive reinforcement for when we get things right. Cons The UI wasn't the easiest to navigate. I haven't used it since late last year, so maybe it has improved. Review Source AD Alejandro D. Team Leader Cosmetics Used the software for: Less than 6 months ### "Good experience and user friendly" June 21, 2022 5.0 Ha sido muy buena, permite tajar con facilidad en la identificación de behaviors Pros Es muy buena para identificar top and low performers. Da visibilidad a nuestros trabajadores y permite que ellos identifiquen las oportunidades de mejora con facilidad. Cons Desafortunadamente no se pueden obtener muchos reportes en tipo CVC. Review Source PE Philip E. Incident Management Engineer Information Technology and Services Used the software for: 1-2 years ### "Easy to use interface, reliably gets the message to us from our customer base." June 7, 2018 5.0 Consistent, reliable feedback on our service from our customers and partners, this is all facilitated smoothly by the easy to use nature of Nicereply. Pros I most like how simple the interface is and how it easily integrates with our ticketing systems. This pretty much ensures that we get a reliable stream of customer feedback. Cons I believe the software works well, it is difficult to get consistent feedback from customers, even, or especially, when you are doing a good job! I have never had that problem with Nicereply. Review Source DC Don C. Customer Service Rep Used the software for: 1-2 years ### "Nice reply is super awesome and I love that it will let me shift between ones with comments and not" July 3, 2018 5.0 Reviewing my success. Pros The charts for sure! And being able to see comments vs not comments. Its really good to see the ups and downs and then compare what you are doing now compared to the past. Cons Not enough things to filter the reviews by. I dislike how its just a 1, 5, or a 10. I wish the person giving the review could choose any number between 1-10. Review Source Response from Nicereply July 12, 2018 Hi Don, thanks for your ratings. You can easily change the scale to 10 starts in the survey appearance settings. Feel free to reach us at contact@nicereply.com for any help. SD Simon D. Operations Leader Transportation/Trucking/Railroad Used the software for: 6-12 months ### "It is a simple tool, that allows us in our company to easily manage our customer satisfaction. " July 2, 2018 5.0 Having daily basics metrics about customer satisfaction. Allowing measuring our customer service staff and take important decisions that improve compny performance All of these with a simple customer click Pros It is pretty, simple and elegant Easy to use and understand Basically it helped us to understand our customer in everyday transactions, mails are our main point of contact and measuring customer satisfaction helps our business Cons Somehow some mail servers do not allow having NiceReply with all colors and images, customers have asked us about this links (but actually they do not see the complete image for positive and negative points, they only see an error picture) Review Source VR Verified Reviewer Web Developer Internet Used the software for: 1-2 years ### "The product is great but it is not very easy to check the ratings" July 2, 2018 5.0 Pros The users can submit their review over the forum posts. The product is fast and doesn't have distractions. Cons Having a rating system from 1 to 10 it is not very good. In general people rate either 1 or 10. It should be maybe 1 to 5, or Good or Bad Review Source VR Verified Reviewer Full Stack Developer - Digital Computer Software Used the software for: Less than 6 months ### "Simple and a very core element to getting feedback for improving our customer support!" July 3, 2018 5.0 This is a simple and very effective way of getting feedback from clients regarding the quality of your support! Pros It's a super simple way for a client to give us feedback. One click seems to be all a client often needs, but this simplicity also often gets them motivated to write some detailed feedback. Cons Nothing about the software specifically, but an irate client could get more angry if they see a Nicereply. Review Source CT Chris T. Support Used the software for: 6-12 months ### "NiceReply is a great metric tool for our business!" July 2, 2018 5.0 Pros We love how easy it is to integrate with existing support platforms. Currently, we use Front to handle client communications and support - NiceReply seamlessly integrates with Front and allows us to move hot button issues to the right person automatically, as well as nurture and collect more info on the happiest clients! Cons Would love some more customization of each survey, and the ability to run specific surveys to specific customer groups. Currently, I find that NiceReply is a bit limited when it comes to look and feel of surveys. Being able to embed these within our product would be a huge plus as well! Review Source Similar Products Featured