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The total ranking of a product, represented by the bar length, is based on a weighted aggregate score. The score is calculated as follows: The product with the highest count in each area gets the highest available score. (20 points for Reviews; 16 points for Views, Comparisons, and Followers.) Every other product gets assigned points based on its total in proportion to the #1 product in that area. For example, if a product has 80% of the number of reviews compared to the product with the most reviews then the product's score for reviews would be 20% (weighting factor) * 80% = 16. For Average Rating, the maximum score is 32 points awarded linearly based on our rating scale of 1-10. If a product has fewer than ten reviews, the point contribution for Average Rating is reduced (one-third reduction in points for products with 5-9 reviews; two-thirds reduction for products with fewer than five reviews). Reviews that are more than 24 months old, as well as those written by resellers, are completely excluded from the ranking algorithm.
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Customer Feedback Management Reviews

Read top reviews of Customer Feedback Management solutions from the IT Central Station community:
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Real User
Operations Manager at a retailer with 51-200 employees
Feb 15 2017

What is most valuable?

Freshdesk works out great for us because it can be accessed from anywhere where there's an internet connection. Because we use it as our own, and our partner's (that we fulfill orders for) customer service help desk, it has been a great and... more»

How has it helped my organization?

We were able to create numerous different help desks with graphic layouts matching our customers websites. Freshdesk allows us to act on behalf of different companies without their customers knowing about it, thanks to groups and agent... more»

What needs improvement?

Freshdesk has got an option where Facebook and Twitter posts can be transferred into the ticketing system. At the moment, we do not find it useful because it simply cannot pick the relevant customer service enquiries, it creates a ticket with... more»
Get Satisfaction
Content Manager at a tech services company with 501-1,000 employees
Jan 25 2017

What do you think of Get Satisfaction?

Valuable Features It is easy to invite advocates in to help with community management, plus there are tons of integrations with other customer support products. Essentially, it has everything I need from this type of tool. • Improvements to My Organization Great community software out of the box; no additional modules needed to maintain their system, which is a good sign if your company is comprised of people who aren't, let's say, tech-savvy. • Room for Improvement Please provide more integrations and cool bots! • Use of Solution I have used it for six months. • Deployment Issues We have not encountered any deployment issues. • Stability Issues We have not encountered any stability issues. • Scalability Issues We have not encountered any scalability...

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Real User
Business Development Executive at Overcart
Aug 24 2017

What do you think of Freshdesk?

Valuable Features The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets. • Improvements to My Organization We're able to respond to customer inquiries much faster and with better information. • Room for Improvement It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter. • Use of Solution I have been using it for 10 months. • Deployment Issues No issues with deployment as of now. • Stability Issues No issues with stability as of now. • Scalability Issues No issues with scalability as of now. • Customer Service and Technical Support Customer Service: 8/10 Technical Support: 8/10 • Previous...
Real User
Customer Relations Advisor at a tech vendor with 51-200 employees
Jul 07 2016

What is most valuable?

* Email/ticket handling. * Custom email server option. * Knowledge base framework is really good, but not quite as customizable visually as Zendesk. * Also, the Freshdesk API is so powerful... We can do basically anything we can think when it... more»

How has it helped my organization?

Our customer service is built around it, and has been for years. We've grown with it, so it's hard to say how it "improved" our operations. It's all we've known. I'd hate to be without it.

What needs improvement?

Localization needs to be implemented. No option for other languages at this point in the knowledge bases. Customer service used to be fantastic, but seems to be slipping a bit as they grow larger. Still good though.
Content Manager
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