August 21, 2009

RatePoint – Complete Customer Feedback Management


Businesses which are looking for an all-in-one solution for interacting with customers should strongly consider Ratepoint. The site has an impressive suite of online tools for collecting customer feedback, including product or service reviews and testimonials; resolving disputes; creating surveys and sending out email marketing campaigns.

To get started, import your customer contacts from your existing system. It’s a good idea to group them, as this will make it easier to manage campaigns. For our testers, contact import worked smoothly, though it’s a shame there’s only CSV rather than native import for Outlook, Google Address Book, or Mac Address Book users. Once your contacts are imported, you can send attractive email marketing campaigns to select groups. Ratepoint has a template system, which makes campaign creation easy, though you can also utilize your own pre-existing templates.

Ratepoint integrates well with your site, so you can collect feedback simply by displaying a button on a web page. There are also tools for creating surveys and collecting product and survey reviews. Finally, you can create widgets to display that feedback on your site, making it truly interactive. This is a useful online application for virtually any consumer-oriented business.

Practical Uses:

  • Get feedback on your latest deals for customers
  • Send out an email marketing campaign to help with customer retention
  • Resolve potential conflicts before they become lawsuits
  • Collect customer testimonials to use in company PR initiatives

Insider Tips:

  • Group contacts imported from different sources to make it easy to manage communication with them
  • Track contacts who have unsubscribed so you can get feedback from them
  • If you are migrating from an existing system, you can import your e-newsletter template by pasting code or typing in the URL
  • Use the built in tools to collect and display feedback on your company website

What we liked:

  • Contact import was quick
  • The interface is attractive
  • The survey templates make it easy to create a feedback survey quickly
  • Ratepoint’s site is overwhelmingly easy to use, with many built in tools that speed up feedback collection

What we didn’t like:

  • There wasn’t enough online help for getting started
  • You cannot import contacts directly from many common address book formats


It’s difficult to find one application with all the same features as Ratepoint, but here are some which offer partial functionality

Company Info:

  • Launched: September 2006
  • Privately Held
  • Headquarters: Needham, MA
  • Founded by: Neal Creighton, Christopher Bailey
  • Web site:


  • Free to use for 30 days
  • Membership levels range from $17.95 to $119.95 per month


  1. Andrew

    Ratepoint(less) is a futile exercise for consumers. It’s been my experience that if you leave a 1 or 2 point review for a business and if ratepoint accept it, the business will dispute it and ratepoint will remove it.

    So my rating of ratepoint is for consumers, you lose out if the business disagrees so ratepoint are pointless. After all, the business pays for their ‘ratings’ so ratepoint have to ensure their ongoing cashflow.

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