Emotional Footprint Awards 2024
Voice of the Customer
SoftwareReviews names Gainsight Customer Success, sandsiv+, Adobe Analytics, and Forsta as Voice of the Customer Emotional Footprint Award Winners.
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Voice of the Customer
Emotional Footprint Awards
SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
Emotional Footprint Awards are proudly founded in 100% user review data and are free of traditional “magical” components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.
Read The In-Depth Report
See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.
30+ pages
Measuring Emotional Footprint
Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done across this index:
% of Positive Reviews - % of Negative Reviews
For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.
Emotional Footprint Leaders
Gainsight
Gainsight Customer Success
Gainsight CS is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Easily access customer insights in a centralized view. Utilize all survey types for a best-in-class customer feedback program.
8.7
CX Score
CX
Score
+85
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
SandSIV Switzerland Ltd.
sandsiv+
sandsiv+ captures, analyses, integrates, improves, and measures the customer experience. Introduced in 2014, the next-generation CX solution harmonizes data from any direct or indirect channel, and generates inferred data using artificial intelligence. Its analytical features are built on advanced AI technologies including Natural Language Processing (NLP) and Deep Machine Learning, providing for the increasingly unsupervised production of faster and more accurate actionable insights, and allowing organizations to act responsively and plan wisely. The solution supports complex integration, customization and configuration.
8.6
CX Score
CX
Score
+97
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
Adobe Systems
Adobe Analytics
It might be a campaign that’s underperforming. Or you need to know which content will inspire your customer. Maybe you just want time to look for the insights that really matter — the ones only you can find. Whatever the challenge — from basic web tracking to creating a culture of insight where data is infused into every action on every team — Adobe Analytics can help.
8.3
CX Score
CX
Score
+94
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
Forsta
Forsta
Forsta is an Experience and Research Technology Platform that gathers and analyzes data, and translates the findings into shareable actions to inform decision-making and drive growth. Forsta’s technology is designed to discover, analyze and share smart insights packed with real action potential, and help organizations better understand the full Human Experiences of their audiences.
8.2
CX Score
CX
Score
+93
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
Other Evaluated Vendors
Momentive
SurveyMonkey Enterprise
SurveyMonkey is the world's largest survey company, helping customers collect 2.8 million online survey responses every day. SurveyMonkey has revolutionized the way people give and take feedback, making it accessible, easy and affordable for everyone. Build surveys fast, respond and adapt to trends, and make big decisions confidently. Leverage the power of AI to cut through the noise and uncover meaningful insights quickly.
7.9
CX Score
CX
Score
+80
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
Concentrix Corp
ConcentrixCX
Concentrix is a CX company that takes one of the industry’s most advanced customer feedback platforms and combines it with experience management services tailored to you. ConcentrixC is a VOC feedback platform that was purpose built to improve experiences. By combining the powerful insights from ConcentrixCX with people-led root cause analysis, action planning, and business strategy, you will quickly accelerate the impact of your program.
7.7
CX Score
CX
Score
+88
Net Emotional Footprint
Net Emotional
Footprint
79
Value Index
VALUE INDEX
Momentive
GetFeedback
Collect in-the-moment feedback across all channels, including email, SMS, website, and mobile apps. Empower customers to provide real-time, contextual feedback throughout the customer journey. Quickly spot trends, analyze sentiment, and understand key drivers that are impacting your business, then easily share those insights with your teams. Close the loop on critical feedback as it happens in order to create ‘wow’ moments that drive customer satisfaction and loyalty.
7.6
CX Score
CX
Score
+88
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
Ask Nicely
AskNicely
AskNicely connects real-time customer feedback with all your teams, systems and processes, based on the Net Promoter Score (NPS®) framework. AskNicely measures every customer experience, coaches and motivates your frontline teams, and makes every location perform like your best.
7.6
CX Score
CX
Score
+87
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
Hotjar
Hotjar
Hotjar is a behavior analytics and product experience insights service that helps you empathize and understand your users, and get their feedback through tools like heatmaps, session recordings, and surveys. Hotjar complements the data and insights you get from traditional web analytics tools like Google Analytics. It’s an industry-leading and easy-to-use service that combines user behavior analysis, product experience insights, and website feedback tools to help you understand what’s actually happening on your site, what your users care about, and what they have to say.
7.6
CX Score
CX
Score
+87
Net Emotional Footprint
Net Emotional
Footprint
76
Value Index
VALUE INDEX
Qualtrics
Qualtrics CustomerXM
With Qualtrics CustomerXM, you get the power of the ultimate listening engine, predictive intelligence and analytics, and full closed-loop actioning capabilities, so you can gain a holistic understanding of your customers’ experiences and take the right actions that drive meaningful impact.
7.4
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
Verint
Verint Experience Management
Designed by security intelligence experts, Verint’s Experience Management platform is a vital tool for the collection and analysis of non-stop data from the open source web, social networks, blogs, news sites, and from the deep web and darknets. Covertly uncover, analyze, and even interact with the internet’s never-ending trail of clues to build suspect profiles, reconstruct social circles, engage targets, and generate evidence.
7.3
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
79
Value Index
VALUE INDEX
SurveySparrow Inc
SurveySparrow
SurveySparrow is an experience management platform that allows you to collect, analyze, and act on customer feedback in real-time. So whether you’re looking to improve customer satisfaction, increase loyalty, or drive revenue growth, SurveySparrow has everything you need to create a world-class customer experience.
7.2
CX Score
CX
Score
+76
Net Emotional Footprint
Net Emotional
Footprint
77
Value Index
VALUE INDEX
InMoment
InMoment Experience Intelligence
The InMoment Experience Hub empowers your organization to act quickly and wisely to improve your customers’ experiences—and your bottom line. Their integrated CX approach collects and connects diverse data sources, from surveys and social reviews to conversational chat logs and call transcripts. As a pacesetter in AI and predictive analytics, we empower businesses to activate and understand every byte of structured and unstructured data for richer insights, breaking down data and team silos for smarter actions.
7.1
CX Score
CX
Score
+81
Net Emotional Footprint
Net Emotional
Footprint
72
Value Index
VALUE INDEX
Medallia Inc.
Medallia Experience Cloud
Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions.
7.0
CX Score
CX
Score
+74
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
Alchemer LLC
Alchemer
Alchemer is a online survey software tool for designing online surveys, collecting data and performing analysis. Our tool supports a variety of online data collection methods including online surveys, online quizzes, questionnaires, web forms, and landing pages.
6.8
CX Score
CX
Score
+70
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
Questback
QuestionPro CX
Create strategies to continually meet the ever-evolving customer experience. Share insights with employees and frontline managers to design an exceptional customer experience. With QuestionPro CX software, you can close the feedback loop using a ticketing system. This ticketing system can reduce the churn rate and eventually convert your detractors into promoters.
6.4
CX Score
CX
Score
+62
Net Emotional Footprint
Net Emotional
Footprint
74
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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