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

01Competitive Landscape

Narrative competitive analysis

Compared with general CX tools (AskNicely, Wootric, Retently), ConnectWise Customer Feedback offers closer integration with MSP workflows and ConnectWise PSA, and it is positioned for rapid operational adoption. Larger CX suites typically offer more advanced analytics, multi-channel orchestration, and enterprise governance features.
Compared with simpler tools (Customer Thermometer, Simplesat), tradeoffs include scoring granularity, pricing models, and integration approaches.
Some vendors and competitors promote PSA-native feedback storage as an operational advantage for organizations that want to avoid separate SaaS systems for feedback storage and routing.

- Compared with general CX tools (AskNicely, Wootric, Retently), ConnectWise Customer Feedback offers closer integration with MSP workflows and ConnectWise PSA, and it is positioned for rapid operational adoption. Larger CX suites typically offer more advanced analytics, multi-channel orchestration, and enterprise governance features. - Compared with simpler tools (Customer Thermometer, Simplesat), tradeoffs include scoring granularity, pricing models, and integration approaches. - Some vendors and competitors promote PSA-native feedback storage as an operational advantage for organizations that want to avoid separate SaaS systems for feedback storage and routing.

Adoption and bundling trend

Industry reporting indicates ConnectWise has integrated modules, including Customer Feedback, into broader bundles. Inclusion in bundles can reduce incremental cost for platform customers but may also affect standalone purchasing flexibility.

	ConnectWise Customer Feedback (SmileBack)	AskNicely	Retently
Starting Price	Published starting pricing for small teams (vendor-announced)	Not fully transparent; response-volume pricing models	Published entry-level pricing available for some segments
Typical Fit	MSPs seeking ticket-close CSAT/NPS integrated with ConnectWise PSA workflows	Service organizations implementing a broader CX program with workflow and coaching features	Teams seeking a lower-cost, self-serve NPS/CSAT/CES tool
Key Strength	MSP-oriented workflows, PSA integration, and quick time-to-basic-value	Broader CX operations features (workflows, coaching, reputation management)	Lower entry cost and self-serve configuration for common NPS/CSAT/CES needs
Key Weakness	Reported limitations in reporting depth and separate system vs PSA-native data storage	Higher overall cost and less MSP-specific orientation	May lack PSA-native integration and advanced enterprise features