Reviews for RatePoint, Inc. (77)

One of the fundamental principles my company (The Marena Group, Inc.) is about is authenticity. We're open about who we are, what we do, and how & why we do it. From the way we answer the phone (a human who can answer any question always picks up), the CEO who’s an active member on our web message boards, no-secrets facility tours, and so on. We make a conscious effort to treat our customers as people who were guests in our home, and we never hide behind corporate-speak. Having read dozens of case studies (jupiter research, foresee, etailing group, bizrate, compusa-iperceptions, bi research, customink..) my team and I decided it was time to either build or buy a customer feedback management system. With a few underlying notions (a: we will publish to the world whatever our customers have to say – good or bad – completely uncensored, b: the solution will require little or no management, c: we can use it internally to get better and deploy externally via website/s, emails, etc.). We quickly ruled out building our own system as that would consumer more resources than we had for the project, and it would push the timeline far out into the year. Our web security partner recommended RatePoint as a relatively new and innovative solution that might meet our needs. We evaluated other options and chose to go with RatePoint as their solution most closely matched our needs. Because it is a third party service and not a solution we managed ourselves, we get the added benefit of credibility. It’s sort of like what eBay does with member feedback. The solution took a mere day to implement and is virtually self managed. The customer comments aren’t edited and if there is a disagreement RatePoint’s product behaves like a neutral moderator to help rectify the issue. Works beautifully. The reviews and ratings cover the entire interaction between us as a business and our customer as a person. That way, even if our product is awesome but it arrived three days late, the customer has a real chance to share that with us so that we can get better and be on par with customer expectations, and also with other customers who are making the buying decision (we have customer reviews all over – in testimonial pages, widgets, etc.) The RatePoint product/service has features that we are not yet utilizing, and no shortcomings we can think of. Two thumbs way up.

We've been very pleased with RatePoint. When we they contacted us asking us to give it a try, we said, "well, we already have something similar built so why pay for yours?" After trying it out, we decided that to improve what we had, both visually and with the additional features, would cost us more in development time than the cost of their service annually.

We've used some of the tools and we've gotten much more feedback from our customers than we ever did with our own setup.

We've also asked for features and they have practiced what they preach by incorporating or at least considering some of our requests and suggestions.

RatePoint has also been responsive from a customer service standpoint when we've needed help or had questions.