Feature Comparison - SMS Survey and Customer Insight
This article outlines a Feature Comparison between SMS Survey (for which End of Life has been announced) and Puzzel's newest feedback collection tool Customer Insight.
Feature | SMS Survey | Customer Insight |
Management overview | LIMITED | YES |
Status overview | LIMITED | YES |
Enable / Disable | YES | YES |
Survey clone | NO | YES |
Survey archive | NO | YES |
Start/Welcome message | YES | YES |
Completion/Thank you message | YES | YES |
Conditional / follow up messages | YES | YES |
Type NPS | LIMITED | YES 1 |
Type CSAT | NO | YES 2 |
Type CES | NO | YES 3 |
Type PMF | NO | YES 4 |
Type Custom | NO | YES 5 |
User defined scales | NO | YES |
User defined ratings | NO | YES |
Survey session expiry | YES | YES |
Unavailable message | NO | YES |
Quarantine/Max surveys per contact | YES | YES |
Notice by Email | YES | NO |
Notice by URL | YES | NO |
Deny list/Blacklist | YES | LIMITED 6 |
Result - categorised overview | NO | YES |
Result - surveys sent count | NO | YES |
Result - response count | NO | YES |
Result - response rate | NO | YES |
Results - filter by score | YES | YES |
Results - filter by queue | YES | LIMITED 7 |
Results - filter by agent | YES | LIMITED 8 |
Results - filter by contact | LIMITED | YES |
Result - Charts | LIMITED | YES |
Result - scores table | YES | YES |
Result - trends | NO | YES |
Result - comments/feedback overview | LIMITED | YES |
Result - feedback / comment search | NO | YES |
Result - drilldown | NO | YES |
Result - metadata | LIMITED | YES |
Result - detailed view | LIMITED | YES |
Result - raw data | YES | YES |
Result - archive view | YES | YES |
Result - api access | LIMITED | YES |
GDPR tools | NO | YES |
Anonymise PII | NO | YES |
Send survey by SMS link | YES | YES |
Send Survey via 2-way sms | YES | YES |
Send survey via Email link | NO | YES |
Send survey via embedded Email | NO | YES |
Support for mergefields | NO | YES |
Manual push/Broadcast | YES | NO9 |
Additional Notes
1&2: The Legacy SMS and Chat Survey functionality offered an arbitrary scale of 1-10 which could be used for the purpose of sending out NPS and CSAT surveys, however, Customer Insight comparatively has advanced and tailored survey templates. For more information, please see the relevant user guide here.
3,4,5: Please note that, if subject to migration from the SMS Survey product, these will not be available for your Customer Insight configuration.
6: Customer Insight does not offer a built-in blacklist option, however, it can support lookup or list lookup during trigger.
7&8: Result filtering by queue or agent is not supported in Customer Insight. For customers that have Performance Management, however, it is possible to visualise aggregated scores when KPIs are configured per queue and assigned to agents. Standard statistics reports allow for sorting results based on agent column and export.