# Page 2 | SmileBack Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 June 3rd, 2026 # Page 2 - Reviews of SmileBack ## Showing most helpful reviews Showing 26-35 of 35 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RE RICHARD E. Director of Operations Information Technology and Services Used the software for: 2+ years ### "Smileback is great" October 11, 2019 5.0 Pros Timely responses to customer issues. This was problematic before. Cons There are no cons to using Smileback. None. Review Source TS Tim S. Sr. Manager, IT Biotechnology Used the software for: 6-12 months ### "Great CSAT tool, and easy to implement" October 4, 2018 5.0 I have demonstrated the feedback results and dashboard to Executive Management and it was immediately accepted. They have already started discussing other use cases for the tool. Pros I like that this tool was fast and easy to implement, integrating directly into my ITSM tool. It has a great interface. The reporting and metrics dashboard are very good as well. Cons So far there is not anything I can complain about or suggest improvement. Review Source Tony S. Managing Director Information Technology and Services Used the software for: Less than 6 months ### "An effective CSAT tool" October 4, 2018 4.0 Pros It's nice and easy to use, both from our and customers' perspective. We've only been using it for two months, and have seen response rate from single digit with our previous tool to 23% in the first month and now sitting around 39%. Cons Notes added by us to the reviews are not synchronised to our PSA - ConnectWise. This is a major oversight. Review Source LT Lyle T. Partner Computer & Network Security Used the software for: 1-2 years ### "Easy way to get customer feedback" October 4, 2018 5.0 It is important to know how the customers view our service. Because the survey doesn't take much time to complete clients are more likely to complete the survey. Pros Easy to configure ConnectWise to automatically send out the survey to get customer feedback on service provided. Cons The reporting feature could be improved. Review Source VR Verified Reviewer Operations Director Outsourcing/Offshoring Used the software for: Less than 6 months ### "Great Tool to work with " October 4, 2018 5.0 Pros The easiness of making use of the software and especially the end users ability to easily give feedback Cons nothing really at this point as we have been using for 2 months so mostly beneficial Review Source PO Phillipp O. I.T Administrator Information Technology and Services Used the software for: 2+ years ### "Customer approval ratings, simplified." May 10, 2019 5.0 Pros The reporting and dashboard. It's very easy for me to see what e-mails (and therefore ticket numbers) of ratings for me to go back and investigate what exactly the comments are. E-mails that are sent to clients are very easy to understand with a simple Green - Yellow - Red emoji interface. The ability to go back and view (and then change) ratings if as we deem it necessary is a very nice feature. Cons Nothing really, price could be competitive? Review Source Response from ConnectWise May 14, 2019 Hey Phillipp! Thanks for the great review. We are happy to hear you find SmileBack so simple to use, and are thankful you took the time to write a review of your experience here. Have a great day! Garland A. Wireless Design Technician Telecommunications Used the software for: Less than 6 months ### "SmileBack Noob" October 11, 2018 5.0 CSAT is critical to understanding our customers perception of their interactions with our service team. I think as we work harder to improve response rates we will be able really leverage the awesome data smileback delivers. Pros How easy it is to integrate. As an new user I like how intuitive the dashboard was. Cons Finding ways to improve response rates without becoming a nuisance. Review Source VR Verified Reviewer Specialist Consultant Information Technology and Services Used the software for: 1-2 years ### "Great and easy product to use" March 17, 2021 5.0 Pros Interactive mode and easy fo use. Great value for the money spent Cons Minimal support for any issue. Frustrates to get an easy outcome. Review Source VR Verified Reviewer Helpdesk Manager Information Technology and Services Used the software for: Less than 6 months ### "Easy to use" October 4, 2018 5.0 We can see if customers are unhappy on a case by case basis and respond accordingly. Pros I like the ease of use for the clients. Cons Nothing so far has been an issue with this product. Review Source SS Sandey S. Service Coordinator Information Technology and Services Used the software for: Less than 6 months ### "SmileBack" October 4, 2018 5.0 Pros Accurate Customer Survey feed back. They integrate great with ConnectWise and it has helped our clients click on one button and we get feedback in real time. Cons I have not found anything at this time I do not like. 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.