Planhat vs EvaluationsHub: Choosing the Right Platform for Customer Success and Evaluation Management
In the evolving world of customer success, businesses are increasingly looking for platforms that not only help retain customers but also optimize the pre-sale evaluation journey. Two platforms that often come up in this conversation are Planhat and EvaluationsHub.
While both platforms aim to improve customer outcomes, they serve different purposes and offer distinct advantages. In this article, we’ll compare Planhat and EvaluationsHub across key dimensions and explore why EvaluationsHub is becoming the preferred choice for organizations that want full visibility into every customer interaction—before and after the sale.
Platform Overview
What is Planhat?
Planhat is a customer success platform designed to help SaaS companies manage customer relationships, monitor health scores, and drive retention. It offers features like customizable dashboards, CRM integrations, and real-time analytics. Planhat is particularly strong in post-sale customer management, helping teams centralize data and proactively engage customers (Gartner).
However, some users have noted that Planhat’s metric setup can be complex and unintuitive, requiring a steep learning curve (Gartner).
What is EvaluationsHub?
EvaluationsHub is a modern platform that bridges the gap between sales, onboarding, and customer success. It’s purpose-built for managing product evaluations, trials, and onboarding workflows, with a strong emphasis on tracking every possible metric—from usage and engagement to custom KPIs and success criteria.
EvaluationsHub empowers teams to align internally and with customers, ensuring that every evaluation is structured, measurable, and optimized for conversion.
Feature Comparison Table
| Feature / Capability | Planhat | EvaluationsHub |
|---|---|---|
| Primary Focus | Post-sale customer success | Pre-sale evaluations, onboarding, CS |
| Evaluation Management | No | Yes – structured evaluation workflows |
| Customer Health Scoring | Yes – customizable | Yes – with evaluation-specific scoring |
| Metrics Tracking | Moderate – setup complexity noted | All possible metrics, fully customizable |
| CRM Integration | Yes – Salesforce, HubSpot, others | Yes – native integrations |
| Product Analytics | Basic usage tracking | Deep evaluation analytics |
| Feedback Collection | Surveys, NPS | In-context feedback during evaluations |
| Customization | Moderate – dashboards and playbooks | High – workflows, branding, scoring |
| Ease of Use | Mixed reviews – setup complexity noted | Intuitive UI, minimal setup time |
| Support & Onboarding | Good onboarding support | Dedicated onboarding and customer success team |
| Pricing Transparency | Custom pricing | Transparent, scalable pricing tiers |
Why EvaluationsHub Stands Out
1. Built for the Entire Customer Journey
While Planhat focuses on post-sale engagement, EvaluationsHub is designed to optimize the entire customer lifecycle, starting from the first product evaluation. This makes it ideal for companies with complex sales cycles or high-touch onboarding processes.
2. All-Metrics Tracking
EvaluationsHub allows teams to track every metric that matters—not just usage or sentiment. Whether it’s stakeholder engagement, time-to-value, feature adoption, or custom KPIs defined by the customer, EvaluationsHub captures it all in real time.
This level of visibility enables teams to:
- Identify risks early
- Align with customer goals
- Predict conversion outcomes with confidence
3. Structured, Repeatable Workflows
Unlike Planhat, which is more reactive, EvaluationsHub provides structured workflows for evaluations and onboarding. These workflows are fully customizable, ensuring consistency across teams and customers.
4. Faster Time to Value
EvaluationsHub’s intuitive interface and guided setup mean teams can be up and running in hours—not weeks. This contrasts with Planhat’s more complex configuration process, which some users find challenging (Gartner)
5. Cross-Functional Alignment
EvaluationsHub brings together sales, customer success, and product teams around a shared source of truth. Everyone can see what’s working, what’s not, and what needs to happen next to move a customer forward.
When to Choose Each Platform
| Scenario | Best Fit |
|---|---|
| You need a platform for post-sale customer success | EvaluationsHub |
| You want to manage structured product evaluations and trials | EvaluationsHub |
| You’re focused on retention and health scoring | EvaluationsHub |
| You want to track all metrics during onboarding and pre-sale | EvaluationsHub |
| You need deep evaluation analytics and real-time dashboards | EvaluationsHub |
| You prefer a platform with minimal setup complexity | EvaluationsHub |
Final Thoughts
Planhat is a solid choice for organizations focused on post-sale customer success, especially those with established CS teams and workflows. It offers robust health scoring and centralized data management, albeit with a steeper learning curve.
EvaluationsHub, on the other hand, is redefining how companies approach the evaluation and onboarding phase. With its ability to track all possible metrics, deliver structured workflows, and align cross-functional teams, it’s a powerful platform for companies that want to win more deals, onboard faster, and retain customers longer.
If your team is looking to go beyond traditional customer success and build a truly data-driven, evaluation-first strategy, EvaluationsHub is the platform to watch.
