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In 2025, our teams worked hard to deliver even more value to AskNicely users so they could deliver the best customer experiences possible. From deeper insights to focus areas and more robust reputation management, we added features aimed at improving visibility and streamlining action for everyone.
Let’s take a look at the new features and feature upgrades we made throughout the year, with a focus on our Transform plan. If you aren’t using any of these yet, or are wondering how your team can start benefiting from them, reach out to your customer success manager.
Collecting feedback is no longer enough. The companies winning on customer experience today are the ones that can turn raw feedback into real action consistently, across every level of the business.
This year’s launch of the Transform Plan marks a major shift in how organizations can operationalize CX. Powered by our most advanced AI, Transform helps teams make the jump between listening and acting by giving everyone clarity, guidance, and simple routines that drive measurable improvement. This plan includes the following new features.
One of the biggest benefits of Transform is the Focus Areas feature that shows teams exactly where to start making improvements to the customer experience. Feedback may come at your business from every direction, but not all issues have the same impact on loyalty and satisfaction.
Our new AI-powered Focus Areas feature analyzes your customer feedback and identifies the specific drivers of CX for each team. Then it turns that feedback into a clear, prioritized improvement plan, offering your team:
It’s the fastest, clearest way to align every team on what matters most.
When a customer has a great experience, it’s thanks to your team members working hard and prioritizing the customer. So we built a new Shoutouts feature to help you easily recognize your team members for a job well done. When a team member earns exceptional scores or receives standout customer comments, Shoutouts celebrate them instantly, creating:
Shoutouts make excellence something that all team members want to strive for and can feel recognized for.
New features and updates to the product were not limited to the Transform plan. We also worked hard on improving the product outside of Transform.
For your customer insights to really hold meaning, people from the head office right down to the front line need access to them. So we decided to refresh our dashboards.
Now, head office, frontline managers, and frontline staff all get personalized views of performance, each one tailored to help them make the decisions they need to make in their day-to-day:
The goal was to ensure that CX becomes something everyone can understand and improve upon with each day, bringing customers and employees more satisfaction.
Note: If you’re not on the Grow plan, you will not see Focus Areas on your dashboards.
To take the idea of giving everyone access to insights that brought on new dashboards even further, we also decided to create new digests and frontline reports. Closing the loop shouldn’t feel like detective work, so these new reports bring together everything a leader needs to know in one consistent, easy-to-scan summary that shows what’s working, what isn’t, and what part of the customer experience needs the most attention. (The following reports are available on the Grow and Transform plans.)
Altogether, these insights provide stronger data, clearer priorities, and faster paths to action so your teams can focus on improving CX rather than analyzing it.
Online reviews matter; there’s no getting around that. The best approach is to use them to your advantage because they influence purchasing decisions, impact local SEO, and build trust before a customer ever interacts with your brand.
Our Get More Reviews feature has already been a game-changer for users, with an average 25% click-through rate from the in-survey review requests across our customers. But we wanted to make it even easier for you to boost that online reputation, so we introduced AI-powered review summaries.
Using this new feature, powered by NiceAI, customers can instantly generate a short, polished summary of all their open-text feedback. The summary is copied directly to their clipboard, making it effortless to paste onto Google, Yelp, TrustPilot, and other platforms. The result is higher-quality reviews with less friction.
And now, you can bring Google reviews directly into AskNicely, giving you a unified view of your public reputation and your direct customer feedback. You can even set up NiceAI-generated review responses and set review alerts that help you better manage your reviews on Google.
Getting high response rates accompanied by high-quality responses is the foundation of a successful CX program, so we introduced two major improvements to help you get both.
The redesigned progress bar gives customers a clear sense of how far along in a survey they are. This dramatically reduces drop-off and improves completion rates. All new survey templates include the progress bar automatically, and existing surveys can enable it with a single click.
To make surveys even easier for your customers to complete, we also updated Dynamic Surveys. These surveys adapt to each customer in real time using improved context and language detection to adjust in real time based on previous responses, focus areas, location, and language.
Asking more specific and relevant questions helps customers share richer insights that result in a 3X increase in qualitative feedback.
This year’s updates make it easier than ever to understand your customers, empower your teams, and turn insights into real-world improvements.
With smarter surveys, clearer insights, and AI-powered guidance, you can build a culture where every team member knows how to deliver exceptional experiences and has the tools to do so.
If you’re interested in the Transform plan-specific features or want to learn more about implementing these features, contact your customer success manager.
