InMoment Reviews

“Fantastic product and even better team

Pros

Not only is it fairly easy to use but I was even able to create a survey without any training. Also they have an amazing knowledge base and the customer support and training teams are one of the best.

Cons

The lack of innovation is a bit concerning. Their core products are great and work perfectly but I wonder what's coming next?

“Too expensive for what it offers

Pros

I have nothing much to share here as a pro. Although my last account representative was really friendly getting anything done was quite difficult.

Cons

It was really frustrating to me how slow and difficult it was to get anything done.

“Simplifies the report sending process

Pros

Well I was in charge of gathering and publishing data from my company to InMoment. I am quite impressed by them as they set up the data structures we needed and gave us the flexibility to view the results however we wanted.

Cons

I have not seen the results of the data yet. And I am not sure if this is an issue with InMoment or if it is more about the internal team I am working with.

“Using it for years and quite happy!

Pros

The thing that I like the most is the mobile team's constant high level of engagement. It is quite impressive.

Cons

Well I feel like the current dashboard could definitely use more filters to allow for quicker analysis rather than having to run a report each time.

“Perfect for getting started

Pros

InMomnet was really easy to use and the company provided excellent support to help us implement it across our different touchpoints.

Cons

While the core functionality is solid but the additional features on top of that are pretty limited. Plus I feel like there is a lack of flexibility and difficulty when it comes to integrating with other tools.

“It does its job really well

Pros

Overall I really like the specific throttling options and the UI of the survey. Even though we do not bother our customers with surveys but whenever they are required, the survey looks visually appealing.

Cons

Honestly there is nothing to complain about. The product works great and meets our needs perfectly.

“Great overall experience

Pros

It is easy to use, also quite user-friendly and has proven pretty useful for our needs.

Cons

I do not use this much besides uploading files and selecting fields so I do not really have much to criticize.

“Easy to use

Pros

Alerts it provides for both managers and reps are great. The process of adding and removing staff is also simple. Plus the ability to automate the batch process on our end to extract data and smoothly FTP it over to InMoment is really easy too.

Cons

It would be more likable if reports could be automated to run on specific dates and be emailed directly to the requester.

“Better options are available!

Pros

The ability that allows me to gather feedback from multiple sources on a single platform is superb.

Cons

Well the dashboard has too much information and the sentiment analysis is so complex that it becomes really hard for me to explain it to the owners.

“Offers the best service

Pros

The staff is amazing and Christine's team provides the best service. They are always there to help and guide us with the products offered. Plus they are all knowledgeable, polite and courteous.

Cons

The test analytics are great but I think it should be easier to understand at the dealership level.

“The best for surveys and customer experience

Pros

I find the dashboards highly user-friendly. Plus the platform itself is reliable with almost no glitches. Our account manager provides consistent support and the fielding team is resourceful with quality feedback.

Cons

We still need to explore integrating data with Sharepoint/Microsoft.

“Quite happy with it!

Pros

One thing I really like is getting recent feedback from guests and being able to spot trends or confirm issues affecting our service. The instant notifications when guests leave feedback are awesome as they let us address concerns in real time. Also my account rep Karl T has made a huge difference in how I engage with the platform.

Cons

I cannot build my own reports without requesting it from them. My account rep is really responsive so I get what I need, but I'd prefer the ability to build reports myself. Also the lack of a search feature makes it difficult to find information on the Resolve dashboard or within the reports.

“Meets our expectations

Pros

From my perspective I believe that the expertise and support from the team are key to the success of the program.

Cons

The platform is not very user friendly. So I feel like it would be better to have standard training available for basic usage.

“Proven helpful for us!

Pros

InMoment helps us collect valuable NPS feedback from our customers which we use to identify potential risks of attrition.

Cons

No complaints at all. Their team is always available to answer questions, the product is easy to use and we do not need any additional features right now.

“Great but could use some tweaks

Pros

I love how simple the software is. Pulling survey reports is quick and easy and I appreciate the ability to customize the reports.

Cons

Well I am a bit disappointed that I cannot make changes to the surveys without jumping through several hoops. Recently we switched survey systems and scoring methods and it's been causing issues with scores. Even when customers confirm their scores were errors, it still takes a lot of effort to correct them.

“Finally found the right survey tool for my projects

Pros

My organization needed a tool that allowed us to create multiple surveys with very few limitations. The old system we used had too many restrictions which made it difficult to ask certain questions. However the InMoment solved that problem for us.

Cons

No complaints so far. Maybe because I have not used it much but I am happy with how it works.

“Offers multiple options

Pros

InMoment software is visually appealing and offers us a great variety of options and filters.

Cons

The learning curve is there so beginners might find it a bit difficult to use.

“I like it!

Pros

We have been using consumer surveys to improve experiences at work. The software is simple, the metrics are constructive and it is easy to see for us how these surveys relate. Plus it is great for managing both employees and customers.

Cons

I wish there were a way to change 9's to 10's or require a comment. Maybe there is but I do not love how surveys can have a score without any notes.

“It works if it's your only option

Pros

It is a decent backup if your primary source is down. However it would not be my first choice I have used it for over two years and I feel like with some updates, it could be a solid resource.

Cons

There are way too many crashes and the updates are really slow. Also it feels somewhat outdated to me and improvements are definitely needed. And it does not integrate well with other products.

“Excellent software

Pros

An all-in-one reporting platform which is quite easy to use and best of all it is self-serve. As it allows me to build custom reporting views in just minutes and I can also add Text and Sentiment Analytics to guide users or generate insights.

Cons

We are working with it on a few reporting enhancements we'd like to see. Plus more response rate reporting especially for multi-model studies and the addition of coaching notes/confirmation in record-level views would really help improve our reporting and user experience.