--- description: Learn more about SmileBack price, benefits, and disadvantages for businesses in New Zealand. Read verified software reviews and find tools that fit your business needs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: SmileBack Pricing, Reviews & Features - Capterra New Zealand 2026 --- Breadcrumb: [Home](/) > [Customer Satisfaction Software](/directory/30541/customer-satisfaction/software) > [SmileBack](/software/178951/smileback) # SmileBack Canonical: https://www.capterra.co.nz/software/178951/smileback Page: 1 / 3\ Next: [Next page](https://www.capterra.co.nz/software/178951/smileback?page=2) > SmileBack is the only customer feedback system specifically designed for MSPs and focused exclusively on customer satisfaction. > > Verdict: Rated **4.9/5** by 35 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses SmileBack? Our customers are users of helpdesks, this includes outsourced helpdesks such as MSPs but also the broader helpdesk space, where the helpdesk supports a business, rather than is the business. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.9/5** | 35 Reviews | | Ease of Use | 5.0/5 | Based on overall reviews | | Customer Support | 4.8/5 | Based on overall reviews | | Value for Money | 4.7/5 | Based on overall reviews | | Features | 4.7/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: ConnectWise - **Location**: Tampa, US - **Founded**: 1982 ## Commercial Context - **Starting Price**: US$99.00 - **Pricing model**: Flat Rate (Free Trial) - **Pricing Details**: Pricing is based on the total number of your staff that are working on your service tickets. - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: United States ## Features - Customer Segmentation - Dashboard - Engagement Tracking - Feedback Management - Negative Feedback Management - Reporting/Analytics - Sentiment Analysis - Survey/Poll Management - Surveys & Feedback - Trend Analysis ## Integrations (11 total) - Autotask PSA - BrightGauge - CloudRadial - ConnectWise PSA - Dropbox Business - Freshdesk - Kaseya BMS - Microsoft Teams - Slack - Zapier - Zendesk Suite ## Support Options - Email/Help Desk - Knowledge Base - Phone Support - Chat ## Category - [Customer Satisfaction Software](https://www.capterra.co.nz/directory/30541/customer-satisfaction/software) ## Related Categories - [Customer Satisfaction Software](https://www.capterra.co.nz/directory/30541/customer-satisfaction/software) - [Customer Experience Software](https://www.capterra.co.nz/directory/30671/customer-experience/software) ## Alternatives 1. [Survicate](https://www.capterra.co.nz/software/132914/survicate) — 4.6/5 (99 reviews) 2. [Zendesk Suite](https://www.capterra.co.nz/software/164283/zendesk) — 4.4/5 (4072 reviews) 3. [SurveyMonkey](https://www.capterra.co.nz/software/32728/surveymonkey) — 4.6/5 (10426 reviews) 4. [Trustpilot](https://www.capterra.co.nz/software/169618/trustpilot) — 4.5/5 (1202 reviews) 5. [Jotform](https://www.capterra.co.nz/software/158456/jotform-4-0) — 4.7/5 (2794 reviews) ## Reviews ### "Great and Easy To Setup CSAT Tool" — 5.0/5 > **Eileen** | *26 March 2026* | Professional Training & Coaching | Recommendation rating: 10.0/10 > > **Pros**: Easy to setup CSAT Tool that integrates easily to ConnectWise PSA for great CSAT data and easy for the end user too > > **Cons**: Not much, maybe the choice of different pictures, which I think you can but it's usually just the smiley faces ----- ### "So easy to implement\!" — 5.0/5 > **Cassie** | *6 January 2025* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: It is so easy to implement. I can set up a new instance of SmileBack in less than an hour. I also love the integrations it offers. We integrated it into Teams so we could get real time feedback and see when clients leave us positive reviews. > > **Cons**: It didn't have the ability to send surveys on projects, it had to be tied to a project ticket so we ended up having to have a special ticket status and use only on one ticket in the work plan. ----- ### "Simple Customer Satisfaction Metrics" — 5.0/5 > **Jared** | *10 October 2018* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: Metrics galore\! Cut up the data received from surveys in many ways. Very helpful to manage service providers with many clients, giving an idea of how your employees are doing. Delegate access to your managers and automation to alert the right users when negative feedback is received to handle accordingly. > > **Cons**: Don't love being locked down to only 3 responses but in truth that keeps it simple and keeps me from going to wild with customization. The data is only useful if its easy to read and understand and Smileback keeps you in a box to ensure that happens. ----- ### "Value for price" — 3.0/5 > **Verified Reviewer** | *22 March 2022* | Management Consulting | Recommendation rating: 5.0/10 > > **Pros**: The pricing is good for the features that SmileBack offers. > > **Cons**: At the time that our company used SmileBack, there were no incentives to encourage our employees to request a client fill out the survey/click the icons. ----- ### "Great Design & Easy to Use\!" — 5.0/5 > **Jennifer** | *15 October 2018* | Information Technology & Services | Recommendation rating: 9.0/10 > > **Pros**: Clean emails that get sent out. Easy to understand. Very easy to setup. Easy to make back-end changes. How easy it is for customer to give feedback, it is really amazing\! > > **Cons**: I would love to be able to tweak the widget design more easily. Real-time widget reporting. > > We are allowing our customer to easily rate their experience, and before SmileBack it was a laborious task and we got very few responses. With SmileBack our response rate is up 43%\! ----- Page: 1 / 3\ Next: [Next page](https://www.capterra.co.nz/software/178951/smileback?page=2) ## Links - [View on Capterra](https://www.capterra.co.nz/software/178951/smileback) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data