# InMoment Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is InMoment the right Business Intelligence solution for you? Explore 28 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/160599/InMoment/reviews

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InMoment

4.4 (28)

[View alternatives](https://www.capterra.com/p/160599/InMoment/alternatives/)

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Last updated March 13th, 2026

# Reviews of InMoment

Ease of use

4.2

Customer Service

4.5

## Pros and Cons in Reviews

IL

Ilham L

Member Satisfaction SupervisorNon-Profit Organization Management, 51 - 200 employeesUsed the software for: 1-2 years.

“Intuitive dashboards.- Reliable platform system, nearly no glitches ever.-“

July 7, 2023

AK

Ana K

Sr Customer Experience SpecialistInsurance, 201 - 500 employeesUsed the software for: 6-12 months.

“Difficult and slow to accomplish anything, lack of flexibility to make any changes in the email and the survey.“

April 4, 2024

KB

Kristin B

Call QualityInsurance, 10,001+ employeesUsed the software for: Less than 6 months.

“This is a great tool and easy to use for newbies needing to track, but trying to change results is a bit harder if needed.“

November 5, 2021

SN

Sherri N

Director of Guest ExperienceGambling & Casinos, 1,001 - 5,000 employeesUsed the software for: More than 2 years.

“Also, lack of search feature makes it very cumbersome to find info on the Resolve dashboard and within reports that are displayed on the dashboard.“

July 5, 2023

AW

Ashley W

Director of Training Restaurants, 11 - 50 employeesUsed the software for: More than 2 years.

“Dashboard has too much and sentiment is too complex to explain to owners“

August 23, 2023

## Showing most helpful reviews

Showing 1-25 of 28 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Vineet S.  
Retail sales manager  
Retail  
Used the software for: 1-2 years

### "Inmoment for recognition"

December 29, 2025

4.0

Pretty great. We have implemented this software to get customer feedback and to know which employees go the extra mile delivering customer service

Pros

The notifications are instant. The reviews are detailed and specific. We know which customer gave the review and when exactly

Cons

When we try to view the review and take out the printout it can do away with all unncecessary details and the snapshot can be much user friendly

Review Source

JH

Jace H.  
Sr. Project Manager  
Computer Software  
Used the software for: 2+ years

### "One of the best around and employees who care"

December 16, 2024

4.0

There are amazin people that work at this company and I would argue that their CX knowledge is above market average. If you are looking for someone to help launch your Customer Experience program, I highly recommend working with InMoment and having CSM support hours.

Pros

The tool is very user friendly and you can create a survey without any training. They also have a great knowledge base and their customer support & training team are amazing.

Cons

The lack of innovation. Their core products are awesome and work flawlessly but what comes next?

Switched from

[SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/)

We needed something more robust and wanted to a company that had the best CX knowledge

Review Source

AK

Ana K.  
Sr Customer Experience Specialist  
Insurance  
Used the software for: 6-12 months

### "Not worth the price"

April 4, 2024

2.0

Difficult and slow to accomplish anything, lack of flexibility to make any changes in the email and the survey. Poorly designed surveys reported to have used up more than the contracted number of hours to deploy. I have not received 8h of management support services a month since I joined the company almost a year ago.

Pros

Even though my last account representative was extremely nice, it is difficult and extremely slow to get anything done.

Cons

How difficult and slow it was to accomplish anything.

Review Source

VR

Verified Reviewer  
Consultant  
Information Technology and Services  
Used the software for: 6-12 months

### "Good for customer experience surveys"

January 5, 2026

4.0

It's great and I wish to continue using InMoment for my customer feedback surveys. Their text analytics lets me gain insights from the unstructured data like long textual feedback and get an understanding of the customer sentiments.

Pros

I like the intuitive user interface. It's easy to create surveys and quizzes, and gather feedback for our products and services. Their billing system is also quite transparent.

Cons

Nothing really! I wish they can have more advanced features in questionnaires like advanced branching logic and more integrations.

Review Source

AP

Andrew P.  
Customer Experience Analyst  
Insurance  
Used the software for: 6-12 months

### "Great for what it is. "

August 28, 2023

5.0

Pros

Really like the specific throttling and the UI of the survey, we don't bother our customers with the survey and when they are prompted, the survey is visually appealing.

Cons

Nothing really, product is great and fits our needs.

Switched from

[WalkMe](https://www.capterra.com/p/131194/WalkMe/)

WalkMe gave us a lot of problems and was very difficult to manage and report from.

Review Source

Response from InMoment

August 31, 2023

Hi Andrew! Thank you for taking the time to leave us a review on Capterra! We are thrilled to hear you are loving our platform.

JM

Joanne M.  
Manager  
Pharmaceuticals  
Used the software for: 2+ years

### "Feedback - Good or bad, make it into a positive with InMoment"

October 22, 2025

5.0

Enjoy viewing it on a daily basis. Allows me to see my customers and patients feedback about the services they received at my location.

Pros

Ease of use. Feedback abilities from patients and customers. Any feedback is positive even when it’s a negative. Receiving email alert communication about good and bad feedback. Keeping employee management tight and employees valuing the companies morals.

Cons

I don’t like getting Customer Rescues but, even those you can make into a positive. Feedback is good. :)

Review Source

JH

Jennifer H.  
Managing Paralegal  
Legal Services  
Used the software for: 1-2 years

### "Great program!"

January 9, 2026

5.0

Inmoment is easy to use and navigate. The customer service if very knowledgeable and helpful for any issues that we have ever had.

Pros

InMoment allows our company to obtain feedback from customers, which includes call information from each employee.

Cons

Inmoment took a little while to train. It was not easy at first, but works great once the training process is complete.

Review Source

AM

Andy M.  
Senior Account Executive  
Health, Wellness and Fitness  
Used the software for: 1-2 years

### "A reliable tool for analytics"

July 8, 2025

5.0

InMoment is a sightful platform with strong analytics, but most of the time, usability and support could be improved.

Pros

InMoment offers deep insights and helps improve customer experience with powerful analytics which makes it very reliable.

Cons

InMoment is a steep learning curve and slow support which can make using using the tool frustrating at times.

Review Source

Stavros D.  
Manager, Customer Experience Research  
Telecommunications  
Used the software for: 2+ years

### "MaritzCX is a great CFM/EFM/CX partner!"

August 29, 2018

5.0

TELUS' overall experience with MaritzCX's offerings has been a success-to-date...we have been able to achieve best-in-class response rates (upwards to 45% for SMS), get better value for our money and centralize the majority of our trackers resulting in resource efficiencies. Their client success team has become an extension of our team and we wouldn't have it any other way - they take care of the hard stuff so we can focus on our customers.

Pros

MaritzCX's all-in-one reporting platform - it is extremely easy to use and best of all, it is self-serve! Not only are you able to build customized reporting views in minutes, you can also layer on both Text and Sentiment Analytics to help guide your users and/or insights.

Cons

There are a few reporting enhancements we are working with MaritzCX on that we would like to see added. More Response Rate reporting – particularly on multi-model studies. Also, the addition of Coaching notes/confirmation in record level views that would help further our reporting capabilities and user experience.

Review Source

Jorge H.  
VP Digital Transformation  
Financial Services  
Used the software for: 1-2 years

### "Good place to start"

August 28, 2023

4.0

InMoment, previously Wootric, was a good place to start our customer experience program. When we reached certain level of maturity, more advanced features were missing.

Pros

The product was easy to use and the company offered good support in order to implement it across our different touchpoints.

Cons

Although the core functionality was there, features on top of those core features is limited. Also, I believe there is a lack of flexibility and ease of integration to other tools.

Review Source

Response from InMoment

August 31, 2023

Hi Jorge! Thank you for taking the time to leave us a review. We appreciate your feedback and will pass along to our team. Thanks again!

JS

Jay S.  
Data Analyst  
Utilities  
Used the software for: 2+ years

### "WaterOne - Data Analyst review"

August 24, 2023

5.0

Customer Support is outstanding. I do know the Customer Service managers really use the alerts to resolve issues with dissatisfied customers.

Pros

Alerts for both managers and reps. Ease of adding/removing staff. The ability to automate a batch process our end to extract the data and have it smoothly FTP over to InMoment.

Cons

Would be nice to be able to automate reports to be run on specific dates and emailed to the requestor.

Review Source

Response from InMoment

August 28, 2023

Hi Jay! Thank you for taking the time to leave us a review on Capterra. We are thrilled you enjoy our platform. Customer satisfaction is our number one priority! Thank you for leaving us feedback, we will pass along to our team.

SN

Sherri N.  
Director of Guest Experience  
Gambling & Casinos  
Used the software for: 2+ years

### "In Moment- 3 yr customer"

July 5, 2023

4.0

Pros

I like getting recent feedback from the guests and being able to identify trends or confirm hunches around issues that could be affecting our service levels. I also like the instant notifications when guests leave feedback so we're able to acknowledge and address in real time. Lastly, I have a phenominal account rep (Karl T) and honestly, he has made a world of difference with my engagement with the platform.

Cons

Cannot build my own reports without having to request it thru them. My account rep is highly responsive so I do get what I need, I would just like to be able to build my own. Also, lack of search feature makes it very cumbersome to find info on the Resolve dashboard and within reports that are displayed on the dashboard.

Reason for choosing InMoment

Pricing was better and thecompetitor salesperson was a little too pushy for my liking

Review Source

Response from InMoment

July 13, 2023

Hi Sherri! Thank you so much for taking the time to leave us a review! We appreciate your feedback and will pass along to the team.

IL

Ilham L.  
Member Satisfaction Supervisor  
Non-Profit Organization Management  
Used the software for: 1-2 years

### "The most reliable customer survey and customer experience partner out there."

July 7, 2023

5.0

Pros

\- Intuitive dashboards.- Reliable platform system, nearly no glitches ever.- Consistent support from our account manager- Resourceful fielding team with quality feedback

Cons

We still need to explore data integration with Sharepoint/Microsoft.

Review Source

Response from InMoment

July 13, 2023

Hi Ilham! Thank you so much for taking the time to leave us a review on Capterra! We appreciate your feedback and will pass along to the team.

LR

Logee R.  
CX Lead  
Consumer Goods  
Used the software for: 2+ years

### "InMoment Experience"

July 17, 2023

4.0

Fantastic and promising.

Pros

Great staff and superb service from Christine's team. Always there to help and guide with the products offered. Very knowledgeable, courteous, and polite.

Cons

Test analytics is a great product and I would suggest making it easier to understand at the dealerships' level.

Review Source

Response from InMoment

July 18, 2023

Hi Logee! Thank you for taking the time to leave us a review. Customer satisfaction is our number one priority. Thanks again!

KC

Katie C.  
Sr Manager  
Insurance  
Used the software for: 1-2 years

### "InMoment Feedback Collection"

June 30, 2023

5.0

Love InMoment!

Pros

InMoment allows us to collect valuable NPS feedback from our customers. We use this information to also identify potential attrition risk.

Cons

No complaints on InMoment! Their team is always there to answer questions, the product is easy to use, and we wouldn't request any additional features at this time.

Review Source

Response from InMoment

July 13, 2023

Hi Katie! Thank you so much for taking the time to leave us a review on Capterra! We are glad you are enjoying our platform. Again, thank you for being a loyal InMoment customer.

CC

Chuck C.  
Director of Training and Warranty  
Wholesale  
Used the software for: 2+ years

### "InMoment - over 8 years and going strong "

September 2, 2023

5.0

Pros

The mobile teams continual high level of engagement

Cons

Current platform dashboard could use a few more filters to allow faster analysis- rather than run a report

Review Source

Response from InMoment

September 6, 2023

Hey Chuck! First and foremost, thank you for being a long time customer. We appreciate your business. Thank you for taking the time to leave us a review! We will pass your feedback along to the team!

CF

Cesar F.  
Project Manager  
Chemicals  
Used the software for: 2+ years

### "CHX Experience"

July 5, 2023

5.0

Pros

Team expertise and support is key in the success of the program

Cons

Platform is not user friendly. Development of standard training for basic usage is recommended.

Review Source

Response from InMoment

July 13, 2023

Hi Cesar! Thank you so much for taking the time to leave us a review! We appreciate your feedback about our platform and will pass along to the team.

Sharon B.  
Independent Business Owner  
Telecommunications  
Used the software for: 2+ years

### "Good if it is all you have"

March 21, 2019

3.0

Pros

This is somewhat of a good backup if your main source is down. Although this would not be my first choice, I have used it for over two years and believe if they could update this would be a pretty good resource.

Cons

There are way too many crashes. Updates are extremely slow and it is somewhat antiquated. Improvements are definitely needed. Does not integrate well with other products.

Review Source

AW

Ashley W.  
Director of Training  
Restaurants  
Used the software for: 2+ years

### "Inmoment Review "

August 23, 2023

3.0

Pros

Getting feedback from multiple sources on one platform

Cons

Dashboard has too much and sentiment is too complex to explain to owners

Review Source

Response from InMoment

August 28, 2023

Hello Ashley, Thank you for taking the time to leave us a review on Capterra! Thank you for leaving us feedback and we will pass along to our team.

KB

Kristin B.  
Call Quality  
Insurance  
Used the software for: Less than 6 months

### "InMoment - Good Product, small enhancements possible"

November 5, 2021

3.0

Overall this is a great program! I would recommend it to any provider/company that needs to track scoring on surveys! This is a great tool and easy to use for newbies needing to track, but trying to change results is a bit harder if needed.

Pros

I love the simplicity of the software. Pulling a report of the surveys is very easy and pretty quick. I do like that it allows some customization to the reporting as well.

Cons

I am a little disappointed in not being able to make amends/adjustments to the surveys without going through several doors first. Recently changing survey systems and scoring methods is causing a few problems with scores but to correct them even with customer supplied confirmation that their score was an error is a few hoops to jump through.

Review Source

DB

Dallen B.  
Analytics Engineer  
Financial Services  
Used the software for: Less than 6 months

### "Sending Data for Reporting"

April 1, 2024

5.0

Pros

I led the gathering and publishing data from my company to InMoment. They set up the necessary data structures and gave my company flexibility to slice and dice the data how we wanted to view the results.

Cons

I have not seen the outcomes of the data yet. I am not sure if this is on InMoment or more on the internal team I have and am working with.

Review Source

JD

Jordana D.  
HRIS  
Hospital & Health Care  
Used the software for: 6-12 months

### "Good experience "

August 24, 2023

4.0

Pros

Easy to use. User friendly. Effective in our needs

Cons

I don’t use this other than uploading a file and choosing fields so very little criticism

Review Source

Response from InMoment

August 28, 2023

Hello Jordana, Thank you for taking the time to leave us a review. We are glad to hear our platform is meeting your needs and easy to use!

DS

Dale S.  
CEO  
Computer & Network Security  
Used the software for: 2+ years

### "Thinking out side the box and give you more than just a survey"

August 1, 2018

5.0

When use correctly I know what my client like and what they do not like.

Pros

The system allow you to go through call your comments and figure out what is working for your company and what is hurting it. The antithetical part is fan tactic. The customer support is second to non.

Cons

I cannot think of alot of cons with inmoment. They have live support 24 X 7. Some time the right hand does not know what the left had is doing but this seem to be getting better over the past year.

Review Source

Jacob S.  
Owner - Co-Founder  
Events Services  
Used the software for: Less than 6 months

### "Rate Your service"

April 12, 2019

5.0

Pros

We have been implementing consumer surveys to better experiences at work. The software is simple, the metrics are constructive, and you’ll know exactly how these surveys relate. Great software for employee and customer management .

Cons

I wish there was some way to change 9’s to 10’s or require a comment, and maybe there is, but I don’t love how surveys can have a number with no notes.

Review Source

TD

Taylor D.  
Senior Consultant  
Accounting  
Used the software for: Less than 6 months

### "Needed a new survey tool for projects"

July 30, 2021

5.0

Pros

At my organization we needed a tool that allowed us to create multiple surveys with little to no limitations. The previous system we used had too many limitations thereby making it hard for some questions. Going to InMoment solved that issue.

Cons

No complaints so far. Haven’t used it much but am pleased with its functionality.

Review Source

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