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
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
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
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
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
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
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
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
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
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.Marker.io
Best features:
- Website widget
- Screenshot and annotations
- Technical data recording (browser, OS, URL, console logs)
- 2-way sync with Jira, Trello, Asana, GitHub, ClickUp (and more)
- Browser extension / WordPress plugin / JS snippet code.
- Custom branding
Marker.io is a visual bug reporting tool made for agencies and software development teams. Simply install the website widget and collect feedback with screenshots, annotations & technical meta-data, directly into your favorite project management tool like Jira, Trello, Asana, GitHub, ClickUp, and more.
Say goodbye to messy emails, spreadsheets, and PowerPoint. There is a better way!
Recommended for: Agencies and development team
Starting Price: $39 / month
11. 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
12. 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
13. Client Heartbeat
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
14. 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
15. 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
16. 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
17. 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
18. 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
19. 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
20. Ask Nicely
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
21. 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
22. LeadQuizzes Online Survey Maker
Best Features:
- Survey customization
- Easy embed to any web page or email
- Track and improve survey rate
- Integrations
LeadQuizzes is a proficient tool to use for conducting research, getting user feedback, or simply learning more about your audience.
This intuitive survey software comes with interactive templates, allowing survey creation to be done in a matter of minutes.
Recommended for: All
Starting Price: $49 / month
23. Zonka Feedback
Best Features:
- CX Metrics with NPS, CES and CSAT Surveys
- Unlimited Surveys & Questions
- Multichannel Feedback Tool – Offline, Email, SMS, Website, QR Code
- Multi-location Feedback with Location-based Reports
- Customer Agent Feedback & Reporting
- Detailed Feedback Analysis with Filters
- Close the Feedback Loop
Zonka Feedback is a complete Customer Feedback and Survey Tool that equips you to take feedback from all channels and measure CX Metrics with NPS Surveys, CES Surveys and CSAT Surveys. It is easy to use for both small businesses and large enterprises. Zonka Feedback provides real-time responses, in-depth analysis, collaborative response inbox for teams to take, manage and improve customer feedback by closing the feedback loop.
The platform can be integrated with all tools you use with one-touch integrations and APIs to create workflows.
Recommended for: All
Price starts from: $39 per 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.
