In this article, you will find the best software you can use to record and analyze customer feedback, such as customer survey tools, online review tools, community feedback tools, and even user testing tools. Read on to see what each of these customer feedback tools has to offer.

How Important Are Customer Feedback Tools?

Having a customer-centric attitude is strongly linked to a company’s success because customers are the ones that generate income. Customer feedback is essential to all businesses because it shows the customer satisfaction levels and can help identify opportunities for product improvement. This is crucial for SaaS businesses, where customer inputs can be rapidly translated into product development.

Customer feedback tools automate the feedback collecting process and transform it into data that can be easily analyzed to deliver a better customer experience. Here are a few tools you should consider using:

1. SurveyMonkey

surveymonkey
Best Features:

  • Survey sharing with fine control over who can view and edit
  • Multilingual surveys
  • Free integrations with popular collaboration apps
  • All file type exports (CSV, PDF, PPT, SPSS, XLS)
  • Advanced analysis features.

SurveyMonkey is an online survey software that has over 100 available integrations with various apps and plug-ins, such as MailChimp, Slack, Google Drive, Microsoft Teams, and Hubspot. SurveyMonkey comes with 12 pre-made survey templates for different niches (health, marketing, education, etc.) but offers few survey customization options for its users.

Recommended for: All

Starting Price: €30 / user / month

2. Typeform

typeform-tool

Best Features:

  • Unlimited typeforms
  • Unlimited questions
  • Respondent email notifications
  • Collect payments
  • Calculator for quizzes and payments

Typeform is a tool used to build interactive forms, surveys, and quizzes. It has a user-friendly interface, and it offers an extensive library of visually attractive forms, survey and quiz templates, as well as high-level reports. However, it lacks some handy features, such as allowing users to edit the survey’s HTML code.

Recommended for: All

Starting Price: €30 / month

3. Hubspot

hubspot

Best Features:

  • Free Online Form Builder
  • Net Promoter Score (NPS) Surveys
  • Customer Satisfaction Score (CSAT) Surveys
  • Customer Effort Score (CES) Surveys

Hubspot is a Customer Service Software that has all the necessary tools for marketing, sales, customer service, and content management. With Hubspot’s Customer Feedback tool, you can create surveys to gather feedback and deploy them via email or on your website. Hubspot’s focus is on usability, so there aren’t many customization options available.

Recommended for: All

Starting Price: €41 / month

4. Wootric

wootric

Best Features:

  • NPS, CSAT, and CES Surveys
  • Email alerts – route feedback by score
  • Tag feedback themes
  • Multiple languages
  • Export Data

Wootric is a customer feedback tracking software that uses NPS, CSAT, and CES surveys to determine customer satisfaction. Feedback collecting channels include email, web and mobile apps, chat, and SMS. Wootric’s user interface is intuitive and easy to use. However, this tool can be a bit slow when loading huge amounts of data. Custify even offers a native integration with Wootric.

A native integration for

Recommended for: All

Starting Price: Free

5. Qualaroo

qualaroo

Best Features:

  • Data export
  • Reports & analytics
  • Professional templates
  • Email notifications
  • Net Promoter Score (NPS)

Qualaroo provides you with templates you can customize to match your brand. It highlights new responses and helps you categorize questions with sentiment analysis. Its word cloud feature brings out key ideas from free-form answers. However, the platform could use more pre-built survey templates for users.

Recommended for: All

Starting Price: $80 / Month

6. ProProfs Survey Maker

proprofs

Best Features:

  • Unlimited surveys
  • Respondent email notification
  • Net Promoter Score
  • Notifications & report sharing
  • Multilingual surveys

ProProfs Survey Maker is a tool you can use to create surveys, forms, quizzes, tests, and assessments for your business. It provides you with professionally designed templates to create customer feedback surveys that you can share via email and social networks or embed on websites and blogs. Unfortunately, many features are not available if you’re using the free version.

Recommended for: SaaS businesses

Starting Price: Free

7. UseResponse

useresponse

Best Features:

  • Public feedback collection system
  • Private feedback community for teams
  • SSO login for better security
  • Smart content moderation tool
  • Trigger automatization of routine feedback processing

UseResponse is a 360° customer support tool that offers customer feedback, help desk, knowledge center, and live chat solutions. You can use it to collect feedback, ideas, and questions in real-time and not only. It can be a difficult tool to understand if you’ve never used a customer support system, so it’s not appropriate for inexperienced users.

Recommended for: All

Starting Price: $1490 / year

8. CustomerSure

customersure

Best Features:

  • Multiple languages
  • Survey customization
  • Track and improve survey rates
  • Full GDPR compliance

CustomerSure is a feedback tracking software that you can use to deliver surveys via email, SMS, web, app, and more. CustomerSure also helps you track and improve deliverability, engagement, abandonment, and response rates on surveys. The only downside is that its price is quite high compared to other similar tools.

Recommended for: All

Starting Price: £199 / month

9. Hotjar

hotjar-tools

Best Features:

  • Continuous heatmaps & recordings
  • Unlimited surveys & feedback widgets
  • Identify API
  • Integrations

Hotjar is a customer behavior analytics software that can help you understand how users interact with your website. It uses heatmaps and recordings, as well as incoming feedback and surveys to determine how users really behave and what they want. One downside is that it collects data for all customers together, with no possibility to create customer profiles or segmentation.

Recommended for: All

Starting Price: €99 / month

10. Survicate

Best Features:

  • Email and link surveys
  • Always-visible feedback button
  • Feedback hub
  • Net Promoter Score
  • Slack and email notifications

Survicate is a tool that helps you gather customer feedback on all digital channels. You can send surveys by email, link, or chat and run targeted surveys on websites and within web or mobile apps. It integrates with CRM, Analytics, and Customer Support tools, among others but, compared to other tools on this list, it doesn’t offer as many integrations.

Recommended for: All

Starting Price: Free

11. SurveySparrow

surveysparrow

Best Features:

  • Multi-language surveys
  • Video surveys
  • Visual Workflows
  • API, Webhooks, Integrations
  • Conversational forms

SurveySparrow is an all-in-one experience management platform that offers the following products: Enterprise Survey Software, NPS Software, Offline Surveys, 360° Assessment, Chatbot for Website, and API. Surveys made on SurveySparrow are responsive, highly engaging, and user-friendly. The customization options are quite limited, so this aspect could use some improvement.

Recommended for: All

Starting Price: $19 / month

12. Client Heartbeat

clientheartbeat

Best Features:

  • Customization
  • Periodic survey reminders
  • At-risk customer alerts
  • Customer reports
  • Industry benchmarks

Client Heartbeat is a platform that records and analyzes customer feedback. It provides you with a list of survey questions you can choose from when creating a survey and comes with a Company Dashboard where you can visualize customer and company data. This tool’s features are quite basic, so the value you get for your money is not very high.

Recommended for: All

Starting Price: $29 / month

13. UserReport

Best Features:

  • Survey widget
  • Net Promoter Scores
  • Demographics
  • Google Analytics integration
  • Customizable and localized

UserReport offers a survey and feedback widget that you can integrate with your website or app (you can easily install them by adding a code snippet to your website). It uses Net Promoter Score to show you how many users like your company. Although it is a very useful tool, it’s best suited for higher-traffic websites.

Recommended for: All

Starting Price: Free

14. Clarabridge

clarabridge

Best Features:

  • Easy feedback categorization
  • Emotion analysis
  • AI-powered semantic analysis
  • Personalized dashboards for every department
  • Mobile access

Clarabridge is a customer feedback tool that collects customer feedback from all digital channels: emails, chats, surveys, social interactions, ratings, customization reviews, or forums. You can get both solicited and unsolicited feedback in one place to analyze it. The major downside is that it takes quite a bit of time to set up and maintain, so it’s not easy to use by inexperienced users.

Recommended for: All

Starting Price: Price on request

15. GetFeedback

getfeedback

Best Features:

  • Automated feedback collection
  • Integrations with popular apps
  • Pre-made templates
  • Easy-to-use interface
  • Out-of-the-box dashboards

GetFeedback helps you bring customer feedback from all channels in one place. You can use it to view your Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) and understand your customers’ needs. Keep in mind that GetFeedback doesn’t offer as many integrations as other tools on this list.

Recommended for: All

Starting Price: Price on request

16. Confirmit

confirmit

Best Features:

  • Survey design
  • Panel management
  • Data collection and integration
  • Text analytics
  • Reporting and analysis

Confirmit is a customer feedback tool that helps you collect feedback from customers and employees, analyze results, and use insights to improve your business. It comes with great customization and adaptation options that are available with other tools but keep in mind that it can take some time to learn how everything works.

Recommended for: B2B, Retail, Insurance, Financial Services, Market Research, and others.

Starting Price: Price on request

17. InMoment

inmoment

Best Features:

  • Survey and data collection
  • Text and advanced analytics
  • Dashboard and reporting
  • Predictive analytics
  • User-friendly interface

InMoment gathers customer feedback using video, voice, text, and active listening while also encouraging customers to provide online reviews. The platform offers various types of reports for an in-depth analysis, but understanding the reporting features can be difficult for first-time users.

Recommended for: All

Starting Price: Price on request

18. Bazaarvoice

bazaarvoice

Best Features:

  • Ratings and reviews
  • Questions and answers
  • Analytics
  • Reporting dashboards
  • SEO

BazaarVoice brings all customer feedback, questions, ratings, and reviews in one place, which means you can connect with customers and respond to their questions and reviews using a single platform. The BazaarVoice dashboard is easy to navigate and create reports on, but review filtering isn’t accurate enough at times.

Recommended for: All

Starting Price: Price on request

19. Ask Nicely

asknicely

Best Features:

  • Customer segmentation
  • Data analysis tools
  • Multi-channel data collection
  • Dashboard
  • Reporting/Analytics

Ask Nicely helps you create customizable client surveys that you can deliver via email, SMS, or web. It allows you to measure customer satisfaction using metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). However, it can be tricky to find your way around as a first-time-user.

Recommended for: All

Starting Price: Price on request

20. Usersnap

usersnap

Best Features:

  • Feedback button and menu
  • Tickets through screenshots
  • In-app forms
  • Dashboard and statistics
  • Customizable surveys

Usersnap delivers event-triggered customer satisfaction surveys, net promoter scores, and thumbs up/down surveys. Users can also capture and annotate screenshots or use video screen recordings to give feedback. The good thing is that you can see all relevant feedback in one place and analyze it easier, but the platform could increase its customization options.

Recommended for: SaaS

Starting Price: $19 / month

Final Thoughts

As you can see, you have many options to choose from. Some customer feedback tools like SurveyMonkey, Typeform, and Usersnap offer great value for money. Others, such as Wootric, Survicate, and ProProfs Survey Maker have free versions, so they’re perfect if you’re just starting out and don’t have a big budget.

Victor Antiu

Written by Victor Antiu

Victor Antiu is the Marketing Manager at Custify. With nearly 10 years experience, his focus is SEO, product marketing, and B2B inbound strategy. When he’s not trying to fix websites and automate processes, he’s traveling and sailing around the world.

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