SmileBack

Name: SmileBack
Brand: SmileBack
Rating: 4.9 (92 reviews)

Leader

Leading the IT industry forward by building essential software and uniting changemakers.

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

LinkedIn 220K|Website|FTEs 3,400|HQ Tampa, Florida, US

MarketsVoice of the Customer

01Competitive Landscape

Narrative analysis

- **SmileBack vs Customer Thermometer:** Community feedback indicates Customer Thermometer supports alternative scale options that some organizations prefer for granularity. Third-party comparison pages show reviewer preference patterns that favor SmileBack on ease of setup in certain contexts. - **SmileBack vs CrewHu:** CrewHu targets broader employee engagement and reputation management; organizations seeking feedback tied to team engagement may prefer that approach at the expense of additional complexity and potential cost. - **SmileBack vs Simplesat:** Simplesat is positioned for more general-purpose CSAT and may support multi-channel survey distribution, making it a candidate for organizations that require non-ticket-based feedback capture.

Adoption / ecosystem trends

Acquisition by ConnectWise is likely to increase adoption among ConnectWise partners and may affect bundling or go-to-market motions; conversely, some organizations may view the acquisition as a factor in vendor lock-in considerations.

	SmileBack	Simplesat	CrewHu
Starting Price	Example third-party listing: sample tiers by agent band (varies by agent range and plan)	Varies by plan; some vendors market lower entry tiers (verify with vendor)	Vendor lists per-user and plan pricing; implementation fees may apply
Primary use case	MSPs needing ticket-close CSAT/NPS integrated with PSA workflows	CSAT/NPS programs with flexible distribution across channels	CSAT plus employee recognition, engagement, and reputation workflows
Key strength	PSA-oriented transactional feedback and one-click post-ticket surveys	Flexible survey distribution and embedding options across channels	Combines feedback with engagement/recognition and broader management dashboards
Key weakness	Perceived rigidity (ticket-only model, limited scale options), reporting depth, limited native automation ecosystem	May require more design/setup choices for specific workflows; not MSP-specific in positioning	Higher complexity and potentially higher total cost due to additional modules and implementation fees

01Competitive Landscape

Narrative analysis

SmileBack vs Customer Thermometer: Community feedback indicates Customer Thermometer supports alternative scale options that some organizations prefer for granularity. Third-party comparison pages show reviewer preference patterns that favor SmileBack on ease of setup in certain contexts.
SmileBack vs CrewHu: CrewHu targets broader employee engagement and reputation management; organizations seeking feedback tied to team engagement may prefer that approach at the expense of additional complexity and potential cost.
SmileBack vs Simplesat: Simplesat is positioned for more general-purpose CSAT and may support multi-channel survey distribution, making it a candidate for organizations that require non-ticket-based feedback capture.

Adoption / ecosystem trends

Acquisition by ConnectWise is likely to increase adoption among ConnectWise partners and may affect bundling or go-to-market motions; conversely, some organizations may view the acquisition as a factor in vendor lock-in considerations.

	SmileBack	Simplesat	CrewHu
Starting Price	Example third-party listing: sample tiers by agent band (varies by agent range and plan)	Varies by plan; some vendors market lower entry tiers (verify with vendor)	Vendor lists per-user and plan pricing; implementation fees may apply
Primary use case	MSPs needing ticket-close CSAT/NPS integrated with PSA workflows	CSAT/NPS programs with flexible distribution across channels	CSAT plus employee recognition, engagement, and reputation workflows
Key strength	PSA-oriented transactional feedback and one-click post-ticket surveys	Flexible survey distribution and embedding options across channels	Combines feedback with engagement/recognition and broader management dashboards
Key weakness	Perceived rigidity (ticket-only model, limited scale options), reporting depth, limited native automation ecosystem	May require more design/setup choices for specific workflows; not MSP-specific in positioning	Higher complexity and potentially higher total cost due to additional modules and implementation fees