ConnectWise Customer Feedback

Name: ConnectWise Customer Feedback
Brand: ConnectWise
Rating: 4.9 (69 reviews)

A platform of software & services built for TSPs. Follow us for product updates, company news, business advice and more.

Est 1982|Valuation $1.5B|Raised $6.1B

LinkedIn 225K|Website|Web traffic 1.0M|FTEs 3,409|HQ Tampa, Florida, US

MarketsVoice of the Customer

Published May 16, 2026

01Common complaints

1. Organizations requiring enterprise-grade voice-of-customer analytics (topic modeling at scale, complex segmentation governance, multi-touch journey mapping) should evaluate larger CX platforms. 2. When organizational policy prohibits additional SaaS tools external to the PSA, prefer solutions that store feedback natively inside the PSA. 3. If the organization lacks process discipline to follow up on detractor feedback, the product may generate signals that are not acted upon; operational readiness for follow-up is a prerequisite for effective outcomes. 4. Organizations sensitive to vendor relationship and support risk (for example, those that have had prior negative experiences with ConnectWise) may prefer best-of-breed vendors outside the ConnectWise ecosystem. 5. When survey design requirements include complex branching, extensive branding, multi-language governance, or other advanced survey features, evaluate more fully featured survey/CX platforms.

Deal disqualifiers (poor fit)

Requirement for enterprise-grade voice-of-customer analytics, advanced text analytics, or multi-channel orchestration
Need for publicly documented module-level data residency or compliance guarantees
Requirement to store feedback exclusively and natively inside PSA without use of a separate feedback service

Reporting limitations

Multiple reviewers requested more advanced reporting options, indicating an area for product improvement or the potential need for external analytics.

Integration and trigger reliability

Community reports have described instances of inconsistent survey sending following integration steps; buyers should test survey triggering thoroughly in pilot implementations and validate support response times for integration issues.

Ecosystem and vendor dependency

As a ConnectWise-owned module, roadmap and packaging decisions may be influenced by the broader platform strategy, including bundling. This can affect standalone purchasing options and long-term product focus.

Publicly unclear security scope

While ConnectWise publishes trust and security materials for parts of its portfolio, the precise security certification scope for Customer Feedback/SmileBack is not clearly documented in marketing materials. Buyers should request module-specific security documentation.

02Why they buy

Supported by customer feedback and vendor claims

Reported ease of setup and quick time-to-basic-value in user reviews.
Rapid capture of feedback at ticket close, enabling timely response workflows.

Differentiation

Product design focused on MSP workflows, including ticket-closure surveys, PSA integration emphasis, and automations for handling negative responses.
Operational features commonly used by MSPs: automated internal tickets on negative feedback, Teams/Slack notifications, and a website widget for displaying summary scores.

Areas where competitors can have advantages

Advanced reporting, analytics, and enterprise governance typically offered by larger CX suites.
Solutions that store feedback directly in PSA records may simplify operational workflows for organizations seeking to centralize all data within the PSA.

03Field reports

Review platforms summary (what’s accessible)

- G2 (SmileBack): several reviews with a generally positive aggregate rating in the sampled feedback; common comments include straightforward setup and real-time feedback, while reporting is commonly cited as an area for improvement. - Capterra (SmileBack): reviews are present, with some users requesting more control over surveys. - Gartner Peer Insights: ConnectWise has a vendor reviews landing page; module-specific reviews for Customer Feedback/SmileBack were not clearly accessible in the reviewed material.

Representative user feedback (paraphrased)

User-submitted reviews commonly describe setup and initial configuration as straightforward and note integrations such as Teams notifications and automations that create internal tickets from negative survey responses. Reviewers frequently request more advanced reporting options as a missing capability. Vendor-curated marketing materials include testimonials in which an MSP executive described strong response rates on ticket closures and characterized the system as simple to use. These quotes are vendor-supplied and should be considered within that context.

Negative feedback / complaints (representative examples)

A community report described inconsistent triggering or delivery of ticket-closure survey emails, with the user reporting an extended support interaction before resolution.
Community discussions frequently reference broader ConnectWise support and account management experiences such as long wait times, difficulty escalating issues, and account manager turnover. These broader vendor experience issues can influence perceptions of module-level support.

Common reasons customers choose the product

Based on user feedback and vendor positioning, common selection drivers include:

Ticket-close one-click surveys that aim to increase response rates relative to longer surveys
Rapid deployment and relatively simple operational usage for basic CSAT/NPS capture
MSP-oriented workflows such as alerts on negative scores, staff recognition mechanisms, and website widgets
Integration with ConnectWise PSA for organizations already using that platform

Common reasons for churn or avoidance

Patterns in community discussion indicate these reasons:

Vendor relationship friction (contracting, renewals, account management)
Perceived limitations in reporting/analytics
Preference for alternatives that keep feedback data directly in PSA or offer different scoring/customization models

Vendor-published case study signals

Vendor case studies describe customer adoption and benefits; these materials are marketing collateral and often lack independently audited baselines, control groups, or detailed methodology disclosures.

Critical evaluation: when case studies reference metrics such as response rate increases or retention improvements, request details including sample size, measurement window, pre/post comparators, and whether the results generalize across customer segments.

Independent economic impact material

ConnectWise hosts a commissioned Total Economic Impact (TEI) study; TEI studies can be useful for framing potential ROI but are typically vendor-commissioned and should be reviewed for scope and assumptions. Verify whether the TEI scope explicitly includes the Customer Feedback module.

04Best fit

Company size

MSPs with small to large service teams; pricing tiers and functional fit imply suitability from small teams to larger service desks.

Industries

MSPs serving SMB and mid-market customers across verticals (for example, professional services, healthcare, manufacturing). The product is operationally oriented rather than vertical-specific.

Roles and personas

Decision makers: MSP owner/GM, service delivery manager, CX/operations lead.
Day-to-day users: helpdesk manager, dispatch, and technicians (for feedback-driven recognition and improvement).

Pain points the product addresses

Low response rates to traditional surveys
Need for near-real-time signals on dissatisfied end users
Requirement to quantify service quality for internal reporting and customer reviews

Qualification criteria (good fit)

Organization already using ConnectWise PSA or intending to adopt PSA-centric workflows
Ability to operationalize follow-up on detractors (defined responsibilities and SLAs)
Preference for rapid deployment and a simple survey interaction model

05The pitch

What the product does (objective value proposition)

ConnectWise Customer Feedback (formerly SmileBack) is a customer satisfaction surveying and feedback management product targeted primarily at managed service providers (MSPs) and IT service desks. It captures feedback at service moments—commonly ticket closure—and reports on CSAT and NPS. The product provides configurable workflows and alerting intended to support follow-up on negative feedback. The vendor describes the product as quick to deploy and integrated with MSP workflows, including integration with ConnectWise PSA. Sources include vendor product overview and feature pages, marketplace listing, and product documentation.

Target market and positioning

Primary target: MSPs and IT solution providers running helpdesk/service delivery.
Positioning: the vendor states the product is designed for MSPs and differentiates it from general-purpose survey platforms by focusing on ticket-close one-click surveys, PSA integration, and operational workflows (alerts, dashboards, templated reports).

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