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TopBox Reviews & Product Details

TopBox is dedicated to addressing the needs of B2B organizations. Based on hands-on 20+ years of Waypoint Group’s B2B consultative work, TopBox was created to provide a simplified process in understanding B2B customer expectations, gaps, and opportunities, while also facilitating appropriate action across the organization. TopBox’s out-of-the-box reporting links B2B account-level feedback with financials to deliver actionable insights to the right people while also prioritizing the optimal improvement initiatives in as little as 30 days. Convert customer feedback into millions with incremental cross-sell and up-sell revenue, accelerate sales-ready leads, and improve win rates by 5x and higher. Turbo charge a Net Promoter® or Customer Success program with TopBox today.

Seller

Waypoint Research Group

Product Description

B2B customer feedback measurement and analysis

Overview by

Steve Bernstein (Author, Speaker, & Principal at Waypoint Group: Helping clients drive profitable growth through Customer Success)

Pricing

Pricing provided by TopBox.

TopBox Insights

$995

per month

Insights + Deployment

Call for Quote

View More Pricing Information

Top-Rated Alternatives

Salesforce Service Cloud

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TopBox Media

View customer sentiment in terms of rmonthly recurring revenue (MRR)

TopBox Demo - Account Follow-Up Tracking

View account management activity for effective closed loop follow-up. Sort accounts by response rate, guideline achievement, NPS and more.

3 way view of Sentiment, Revenue, and Response Rate in one. View how different segments differ with color coded sentiment and size of response. Click on bubbles to get to the account X-Ray.

Each contact rolled up into his/her account, organized by role (Decision Maker, Influencer, Day-to-Day), and color coded with email links for immediate follow-up.

Is this score good or not? Compare and contrast similar accounts to understand disparity in sentiment based on touchpoints. Take action on the right initiatives.

TopBox Reviews (15)

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Lindsay B.

Enterprise Account Manager, North America

Mid-Market (51-1000 emp.)

6/21/2021

"G2 -TopBox - Lindsay"

5/5

Tim A.

Director, Customer Success

Mid-Market (51-1000 emp.)

1/17/2019

"Topbox user since 2015"

4.5/5

What do you like best about TopBox?

The ability to slice and dice survey data and present meaningful insights to our key internal stakeholders. Review collected by and hosted on G2.com.

What do you dislike about TopBox?

Nothing major - there have been small usability enhancements over the years, but nothing that isn't to be expected as an early adopter. Review collected by and hosted on G2.com.

Recommendations to others considering TopBox:

Working with the Waypoint consulting team to define our NPS survey program was an important first step before implementing TopBox. Once we had our program defined, translating that into TopBox was pretty straightforward. Review collected by and hosted on G2.com.

What problems is TopBox solving and how is that benefiting you?

We use Topbox to analyze our quarterly NPS survey data, and prepare the results presentation that is presented to our executive team. The main benefit is the ability to more easily get our executives engaged with the feedback we are gathering from our customers, and using those cross-functional insights to make strategic decisions about the business. Review collected by and hosted on G2.com.

Amanda L.

Mid-Market (51-1000 emp.)

9/20/2018

"TopBox is a fantastic way to engage with customers"

5/5

What do you like best about TopBox?

I loved working with Waypoint Group's team. Dedication is truly their middle name, and they're very engaged with you throughout the entire process. Their expertise and guidance were a significant help in designing our questionnaire, and the project plan developed was thorough and easy to follow. We never felt unsupported or at a loss for what to do or how to proceed. Review collected by and hosted on G2.com.

What do you dislike about TopBox?

There wasn't much to dislike. Some minor UI improvements like size of text within the app, but functionally TopBox is easy to use and functions well. Review collected by and hosted on G2.com.

What problems is TopBox solving and how is that benefiting you?

Validation of customer sentiment and the ability to discover hidden or unshared sentiment. The core benefit is having a platform that allows us to ask meaningful questions of our customers, and by doing so it opens a dialogue that may not otherwise have happened. Not only have we been able to validate the areas we'd identified for improvement, but it's also helped us to identify new opportunities and strengthen relationships through the dialogue created. Review collected by and hosted on G2.com.

Alejandro O.

Customer Success Manager

Computer Software

Mid-Market (51-1000 emp.)

9/5/2018

"TopBox is critical for any organization that truly wants to validate and address customer feedback"

5/5

What do you like best about TopBox?

1. The TopBox team: Steve has been fantastic to work with. He always presented himself available for support, and was with my team every step of the way.

2. The product itself: as an end-user, the product is intuitive enough to understand the available reports and take action against the results. This is extremely powerful, as it provides my team the right topics to address customer concerns and take action to ensure the best customer experience possible. Review collected by and hosted on G2.com.

What do you dislike about TopBox?

Not too much. Some of the UI was a bit funky, but it took me no more than 10 minutes to figure out. Review collected by and hosted on G2.com.

John T.

Vice President, Brand Account Development

Internet

Mid-Market (51-1000 emp.)

12/10/2015

"New NPS program"

4.5/5

What do you like best about TopBox?

Waypoint guidance and services are most valuable. The product itself forces the structure and is helping us to operationalize our very new and immature NPS program. Review collected by and hosted on G2.com.

What do you dislike about TopBox?

The navigation takes some getting used to. Review collected by and hosted on G2.com.

Recommendations to others considering TopBox:

If you are looking at NPS as a program, then I would recommend TopBox and Waypoint.

NPS is a rich methodology with great benefits when done right. The biggest benefits come when operationalized - when benchmarks are established and informed actions are taken on the results. For someone with another daytime responsibility, NPS can be complex and intimidating. Getting trustworthy results on actionable opportunities for the full customer experience requires much to consider.

Waypoint and TopBox provide the expertise, tooling and guardrails to get you on a path to success. We got value with the first survey and I can see that the next set of surveys will be even better based on the learnings surfaced with TopBox. Review collected by and hosted on G2.com.

What problems is TopBox solving and how is that benefiting you?

NetBase provides an enterprise-class Software as a Services products. Our clients include large global brands, smaller local brands and the agencies and researchers who serve these brands. The NPS program helps us understand what services, policies and product features are contributing customer loyalty and which ones are dragging loyalty down. The NPS program is also new.

There are two benefits:

1. The NPS program is providing the insights we were seeking. We are learning about what clients expects, what they value and what they perceive in NetBase.

2. The Waypoint help and the TopBox system are also providing feedback on how we execute the NPS surveying. This includes informing us on target contacts, to questions, and the need for both transaction and relationship surveys. Review collected by and hosted on G2.com.

Ashley N.

Manager of Client Success

Human Resources

Mid-Market (51-1000 emp.)

11/18/2015

"Great Reporting and Survey Tool!"

5/5

What do you like best about TopBox?

Easy to use. Steve has been amazing at helping our team learn to maneuver through TopBox, guide us in learning more about NPS, and helping create surveys for us to analyze our client accounts on a deep level. We are able to view everything from promoters to detractors, comments from clients, relationship ladders, and key drivers. Review collected by and hosted on G2.com.

What do you dislike about TopBox?

We have ALOT of data and sometimes the program runs a bit slow. This was mentioned to Steve and it was told to us that in their end of year release, we should see an increase in the loading speed. Review collected by and hosted on G2.com.

What problems is TopBox solving and how is that benefiting you?

We have been able to increase our workflows immensely. I have realized just how powerful TopBox is, as we have been able to pull data from the program to not only increase user adoption, but create and implement new features, as well as establish marketing campaigns from the feedback we received from our clients. Review collected by and hosted on G2.com.

Kevin L.

Senior Manager, Customer Marketing

Mid-Market (51-1000 emp.)

11/16/2015

"Great product for the data overwhelmed marketer"

4.5/5

What do you like best about TopBox?

Having just implemented TopBox in the past few months, I can say that it's a great tool for quickly analyzing the data from surveys in real time. We've been using it at NetBase to analyze the latest feedback from our NPS survey and being able to go from different top level reports and compare them to past trends is super helpful. Also I love being able to dive even deeper into the analytics by viewing those accounts that have responded and being able to pull their individual responses back to salesforce to share with the team internally. Review collected by and hosted on G2.com.

What do you dislike about TopBox?

In some cases the reports do not easily display in chrome - not sure if it's a mac issue or a chrome issue but it would be nice to have the reports more clearly laid out side by side. Review collected by and hosted on G2.com.

Recommendations to others considering TopBox:

If you are considering a tool to help you with your NPS program, TopBox should be your first and only pick. Review collected by and hosted on G2.com.

What problems is TopBox solving and how is that benefiting you?

We're using TopBox to help us analyze the feedback we receive from customers in our NPS survey. Previously we were using antiquated tools like survey monkey that were just not cutting it when it comes to being able to quickly pull insights fast and easily. Review collected by and hosted on G2.com.

Paul P.

Vice President of Client Success

Computer Software

Mid-Market (51-1000 emp.)

9/17/2015

"TopBox is a data driven Survey tool with process and alerts."

5/5

What do you like best about TopBox?

I like the ability to report and segment cohorts. The reporting helps me dissect my survey information and understand specifically what segments of my business to change. It helps me understand the feedback in specific areas to deliver impact. Review collected by and hosted on G2.com.

What do you dislike about TopBox?

The UI still needs some refinement, their Waypoint team has been very responsive to my feedback and quick to address it. Review collected by and hosted on G2.com.

Recommendations to others considering TopBox:

Reporting, knowledge and process with Survey programs are the strength of Top box and the WayPoint Group. They have been able to provide the insights and tools to help me create a successful program. Most of all I can make data-driven decisions.

I love the that you can segment reports and build the process for follow-up within their tool. I can now engage my team on the follow-up, measure the results and use data to partner with other divisions of my company.

I used to spend hours in Excel and have up to a day lag in my teams follow up. Today the alerts are in real-time. My team is on top of the responses. My customers are amazed by our thoroughness and I can create reports based on segments of data without spending hours in Excel.

All of this has retuned the ROI of Surveys for my company.

Review collected by and hosted on G2.com.

What problems is TopBox solving and how is that benefiting you?

ROI, and feedback. I can understand the voice of the customer and use to drive change in my company. Both Top Box and The Waypoint group have been an asset to my organization. Review collected by and hosted on G2.com.

Blynn B.

Senior Manager, Customer Success

Computer Software

Mid-Market (51-1000 emp.)

11/18/2015

"Purpose-built for customer feedback and its linkage to the business"

4.5/5

What do you like best about TopBox?

TopBox has enabled me to extract valuable and actionable insights from our customer's feedback with much less effort than previous tools I've used. It's also purpose-built for this type of data so we've uncovered new outcomes we would've otherwise been unaware of. Aside from the technology, the TopBox team is supportive and responsive to our needs as a customer. Review collected by and hosted on G2.com.

What do you dislike about TopBox?

I don't necessarily have any dislikes. The UI, while not unfriendly, could use some improvements, e.g. better use of the page real estate for results and graphics vs. space between the drop down choices. Review collected by and hosted on G2.com.

Michael S.

Business Development Account Executive

Computer Software

Mid-Market (51-1000 emp.)

12/1/2015

"TopBox is what you want if..."

3.5/5

What do you like best about TopBox?

The insight into my client's thoughts, feelings and experience. The responsiveness of their team is amazing! Review collected by and hosted on G2.com.

What do you dislike about TopBox?

What may be lacking from a functionality point of view but that doesn't mean it will be lacking for long! They are quick to get you what you need so there is not much I dislike! Review collected by and hosted on G2.com.