# SmileBack Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SmileBack the right Customer Satisfaction solution for you? Explore 35 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/178951/SmileBack/reviews --- SmileBack 4.9 (35) [View alternatives](https://www.capterra.com/p/178951/SmileBack/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 SmileBack Ease of use 5.0 Customer Service 4.8 ## Showing most helpful reviews Showing 1-25 of 35 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jared M. NOC Manager Information Technology and Services Used the software for: 2+ years ### "Simple Customer Satisfaction Metrics" October 10, 2018 5.0 Pros Metrics galore! Cut up the data received from surveys in many ways. Very helpful to manage service providers with many clients, giving an idea of how your employees are doing. Delegate access to your managers and automation to alert the right users when negative feedback is received to handle accordingly. Cons Don't love being locked down to only 3 responses but in truth that keeps it simple and keeps me from going to wild with customization. The data is only useful if its easy to read and understand and Smileback keeps you in a box to ensure that happens. Review Source EW Eileen W. Senior Business Analyst Professional Training & Coaching Used the software for: 2+ years ### "Great and Easy To Setup CSAT Tool" March 26, 2026 5.0 Pros Easy to setup CSAT Tool that integrates easily to ConnectWise PSA for great CSAT data and easy for the end user too Cons Not much, maybe the choice of different pictures, which I think you can but it's usually just the smiley faces Review Source VR Verified Reviewer Owner Management Consulting Used the software for: Less than 6 months ### "Value for price" March 22, 2022 3.0 Pros The pricing is good for the features that SmileBack offers. Cons At the time that our company used SmileBack, there were no incentives to encourage our employees to request a client fill out the survey/click the icons. Review Source Jennifer G. Web Developer & Designer Information Technology and Services Used the software for: 2+ years ### "Great Design & Easy to Use!" October 15, 2018 5.0 We are allowing our customer to easily rate their experience, and before SmileBack it was a laborious task and we got very few responses. With SmileBack our response rate is up 43%! Pros Clean emails that get sent out. Easy to understand. Very easy to setup. Easy to make back-end changes. How easy it is for customer to give feedback, it is really amazing! Cons I would love to be able to tweak the widget design more easily. Real-time widget reporting. Review Source Curtis F. Technology Services Supervisor Telecommunications Used the software for: 1-2 years ### "Great Tool to measure Customer Satisfaction" October 4, 2018 5.0 We have realized a 20-30 percent increase in responses on surveys after we switched to SmileBack! Pros The simplicity of the actions needed by customers makes this a winner. We went from 7-8 percent return to over 40 percent return just by switching to Smileback. Their support is quick to respond if and when you need them. Overall this product is very well thought out and works great for gathering feedback from customers. Cons The reporting function for technicians is lacking and needs to be improved upon. There seems to be a misunderstanding of what is important to report on. Review Source David G. Head Of Operations Information Technology and Services Used the software for: 2+ years ### "A great, simple CSAT tool to encourage feedback" October 5, 2018 5.0 We have increased the level of feedback we receive immensely. By integrating with our ticketing system (ConnectWise) we are able to keep the record of the feedback with the ticket, along with any follow up work or conversations Pros The simplicity of the feedback mechanism increases the chance of our Clients leaving it, which gives us more chance to improve the service we provide. Cons Not a big fan of the most recent interface redesign Review Source Ashley W. Platform Manager Telecommunications Used the software for: 2+ years ### "Top of the line survey tool" October 10, 2018 5.0 We plugged smileback into our (ConnectWise) Manage service board and started getting some feedback and results nearly instantly. They integrate into brightgauge, so that was a no-brainer for us to be able to report on that with our other KPIs. Their team is super responsive to us, we hardly need to contact them because it just works! Pros I really like how easy it is to use! Plug and play - that's it! Cons Honestly? Nothing! It truly is a great tool! Review Source Susan A. CEO Information Technology and Services Used the software for: 2+ years ### "Constant, Realtime feedback from clients" October 10, 2018 5.0 As a business owner, I know right away when a client is unhappy. I can make certain that unhappy client is helped right away. Pros SmileBack integrates with our ticketing system. So every time we help a client with and IT problem, they get the opportunity to respond to the closing ticket email. Quick and easy! Cons I like more choices in reporting features. Review Source SHAUN M. Level 2 System Engineer Computer & Network Security Used the software for: 1-2 years ### "We actually get feedback now that we have switched to SmileBack" October 10, 2018 5.0 Easy to setup and works great! Pros This is part of our weekly meeting. We review tickets and KPI's and Smileback. We had some built in features with ConnectWise and almost never got a review. We now pull in at least 10-15 reviews EACH day. Great Product. We have also added a Widget to our Website that includes the Average reviews over the last 90 days. Cons I wish we could pull the actual review comment data for testimonials for our website Review Source Linda M. Director Of Operational Services Information Technology and Services Used the software for: 2+ years ### "I Love Smileback" October 4, 2018 5.0 We use it to project overall CSAT on a dashboard via Bright gauge. We use it for reporting as well Pros very easy to setup and use, minimal training needed to master what it has to offer Cons no cons, it is a great product. There is nothing like it Review Source JS Josh S. Director of Support Services Information Technology and Services Used the software for: 1-2 years ### "Smileback" October 11, 2019 5.0 Pros The ease of setup and use is great. The tool provides valuable insight directly from our end users. Cons We have not encountered any negatives up to this point. Review Source DM Donald M. Service Desk Manager Information Technology and Services Used the software for: 6-12 months ### "SmileBack is a game changer" October 4, 2018 5.0 Pros How easy it is for our clients to provide feedback Cons Nit picking, but reporting could be a bit better. They keep updating so I expect it to get better over time. Review Source CK Cassie K. Owner Information Technology and Services Used the software for: 2+ years ### "So easy to implement!" January 6, 2025 5.0 Pros It is so easy to implement. I can set up a new instance of SmileBack in less than an hour. I also love the integrations it offers. We integrated it into Teams so we could get real time feedback and see when clients leave us positive reviews. Cons It didn't have the ability to send surveys on projects, it had to be tied to a project ticket so we ended up having to have a special ticket status and use only on one ticket in the work plan. Review Source VR Verified Reviewer Tier 2 Service Manager Information Technology and Services Used the software for: 2+ years ### "SmileBack is a great solution for measuring customer satisfaction." October 4, 2018 5.0 We are improving customer satisfaction by taking action on their reviews. We improve our employees through coaching on customer responses and we strengthen our relationships with our customers by listening to what makes them happy and what doesn't. Pros I like how it integrates into ConnectWise Manage and alerts us with each new review. Cons Some of the filters remain the same when revisiting the site and some have to be changed. Having to update the date range every time and the agents is one example. Review Source Gavin S. Senior Technician Information Technology and Services Used the software for: 2+ years ### "Enjoying simple to use surveys" October 4, 2018 4.0 Pros The ability to tie into our PSA and provide simple surveys to our clients Cons Haven't found any yet, so far it's been pretty easy to use Review Source PW Pamela W. Customer Support Coordinator Information Technology and Services Used the software for: 1-2 years ### "Simple to use for our company and our clients" September 8, 2019 5.0 The reviews our users provide via SmileBack is gathered in a dashboard that is simple to view online. We also gather the overall metrics in gauges through integration with BrightGauge. To address any negative or neutral reviews, we utilize integration with Connectwise, so that if non-positive feedback is received, our Service Manager is alerted for resolution and coaching opportunities. Pros SmileBack makes it incredibly easy for our clients to provide feedback on the service they have received. All that is required of them is to click an emoticon in an email, and then they can add a comment if they'd like. The information is gathered in a dashboard that is simple to view online and through integration with BrightGauge. We also utilize integration with Connectwise, so that if a negative or neutral review is received, our Service Manager is alerted for resolution and coaching opportunities. Cons I have not yet found anything about the software that I dislike. It is simple, easy to use, and provides the information our team needs to gauge how our support is being delivered and received. Review Source JO James O. Senior Partner Computer & Network Security Used the software for: 2+ years ### "Great Product" October 11, 2019 5.0 Pros We have been using this CSAT tool for nearly 3 years. We went from having .1% feedback to nearly 20% feedback. The reports and insight it provides are invaluable during customer business reviews. Cons None that I can think at this time. Switched from [ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/) Low response rate Review Source Sarah B. VP of Delivery Computer Software Used the software for: 6-12 months ### "Smileback helps Orchestra Software make music for our customers!" October 10, 2018 5.0 Smileback has breathed new life into our customer satisfaction, making it quick and easy to gather data. Pros Ease of use and instant feedback! Smileback gives us the insights we need to make our Customer Support even better. Cons It’s not available across all our platforms...yet. We can’t wait! Review Source Matthew G. Second Line Support Team Lead Information Technology and Services Used the software for: 1-2 years ### "Does what it says on the tin." October 4, 2018 5.0 WE needed a way of collecting and collating customer satisfaction data as it wasn't something we were actively doing. After implementing the solution we were able to see trends and ensure we were delivering the best service we could. Pros Straightforward to setup and almost instant feedback given on tickets throughout the day. Cons Only issue would be the view of who actually worked on a ticket, but this is more an issue of internal process that something that the smileback app would necessarily solve. Review Source Julee C. VP of Service & Support Hospital & Health Care Used the software for: 6-12 months ### "Guaranteed to make you smile!" October 4, 2018 5.0 Pros The ease of use for our clients and the dashboard view for management. Smileback customer support is excellent and the sales process was simple and non-pushy. Cons When viewing the reviews the dates selected has to be chosen each time. Review Source Daniel N. Service Support Team Lead Computer Networking Used the software for: 6-12 months ### "Great product, easy to Implement, Even easier to monitor KPIs" October 4, 2018 5.0 Pros The ease of implementation, simple and easy to use interface Cons Would like to see a few more features over control of surveys, given the way my company uses connectwise Review Source EP Eric P. President Information Technology and Services Used the software for: 2+ years ### "Great tool for feedback" October 2, 2019 5.0 Pros The setup was very simple and quick. We love how easy it is for our clients to give us feedback on our service. Cons I wanted a NPS tool and they are developing one. I have no other complaints. Review Source AM Andrew M. Service Manager Information Technology and Services Used the software for: 2+ years ### "Simple and Intuitive" October 2, 2019 5.0 Pros Easy to implement and works great with Brightgauge. Very pleased with this product. Cons Nothing. This is a pretty straightforward product. Review Source Patrick C. Managing Director Computer & Network Security Used the software for: Less than 6 months ### "Get more reviews with less pain, SmileBack delivers what it promises to Eyetech Ltd" October 10, 2018 5.0 Over the past 5 years we tried various options to get feedback from customers like including automatic survey questions and direct phone calls. The response was 1.5% or less of the sent survey questions. After we implemented SmileBack this went up to 20% in the first week. Pros The features that are specified in the service offering correlates exactly to what it actually delivers. Cons The simple approach at times is foreseen to be costly when comparing the price of it. Review Source GO Gavin O. CFO Information Technology and Services Used the software for: 2+ years ### "Smileback is excellent for providing real-time customer sentiment" October 4, 2018 5.0 It has increased the amount of customer feedback by 1000%. It is easy for a customer to say if they were happy or not with the service provided. Poor feedback can be actioned immediately. Pros The real-time reporting, integration with our PSA and the benchmarking information provided. Cons We would like to be able to do a bit more to brand the buttons in our brand colours. Review Source Similar Products Featured ## Related categories [Customer Experience](https://www.capterra.com/customer-experience-software/)[Customer Satisfaction](https://www.capterra.com/customer-satisfaction-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.