The Bottom Line
Easy to set up and use, Nicereply does not connect submissions to individual emails (though it can link them to a ticketing system's issues) and could offer more options for the feedback form.
- Nicereply lets recipients rate email replies and submit feedback
- You can track performance and customer satisfaction across employees and over time
- The feedback form design can be adapted, and Nicereply can link feedback to a ticketing system
- Nicereply does not offer custom fields in the email feedback form
- You cannot easily link ratings and replies to individual emails
- It is not clear to the recipient whether their feedback is anonymous or linked to a conversation
- Nicereply lets recipients rate your emails and submit free-form comments.
- A simple link in the signature, for example, guides recipients to the Nicereply feedback form.
- If you use a help desk system, Nicereply can customize the link for each issue.
- Nicereply tracks performance for each sender and lets you compare it against others' ratings and across time.
- You can customize the Nicereply feedback form with your own words and design.
Guide Review - Nicereply - Email Reply Tracking Service
How, though, track and improve friendliness and email? You could note customer complaints, of course, and monitor the timeliness of your and your directs' replies to clients and peers.
You could also ask each recipient — automatically using a standard form, of course, that pours out all the data and analysis, too, to the web or other applications. Nicereply offers an easy, swift and powerful way to set up such an email feedback system.
A single link in each user's signature sends recipients to the Nicereply form where they can give your reply a star rating and submit a comment, if they like. You can adapt the page's look to your design and user your own words but, alas, Nicereply does not let you tweak the form further — to ask specific things or explicitly for things to do better.
Unfortunately, it's also not clear for the email recipient what they will get out of submitting their input, or whether rating is anonymous if they do not enter their name.
Ratings, of course, are always tricky. Having your name stamped on feedback makes you rate higher; good people, on the receiving end, at the same time can brood needlessly over a single negative comment.
Nicereply, of course, only supplies the data. For help desks using a ticketing system, Nicereply can connect ratings to issues; outside that, Nicereply does not link the rating to individual emails and replies, however. You can only compare people, with each other and themselves over time.