31 Best Customer Feedback Tools For Gathering Insights

Title

31 Best Customer Feedback Tools For Gathering Insights

Date

Nov 4, 2024

Description

Gain insights with 31 top customer feedback tools designed to help businesses gather actionable feedback and enhance user satisfaction.

Status

Done

Current Column

Person

Writer

Understanding what customers truly think about your business is crucial to your success. Nevertheless, collecting customer feedback is often easier said than done. First, you need the right customers to respond to your surveys. Then, you have to make sense of the responses and figure out how to implement the insights to improve your business. Fortunately, this article will help you overcome these obstacles by identifying the best customer feedback tools for gathering customer insights.

One such tool is testimonial software, which helps businesses collect, organize, and display customer reviews and feedback. This type of customer feedback tool will improve your understanding of customer perceptions and boost your business’s reputation and sales.

What is a Customer Feedback Tool?

Customer feedback tools are software solutions that collect user opinions, suggestions, and experiences, analyze feedback for actionable insights, and manage responses to improve products or services. These tools play a crucial role in helping businesses understand their customers' needs, preferences, and pain points, ultimately driving improvements and fostering customer loyalty.

How Can Customer Feedback Tools Help My Business?

Collect Feedback

This can be done through:

Surveys

In-app feedback buttons

Website intercepts

Email requests

Social media monitoring

And more

Analyze Feedback

Tools often categorize and analyze feedback using features like sentiment analysis, text analytics, and qualitative coding. They also provide actionable insights by summarizing and presenting the feedback in a digestible way, often with dashboards, reports, and actionable recommendations.

31 Best Customer Feedback Tools For Gathering Insights

1. Testimonial: Build Trust Easily with Customer Reviews

Testimonial simplifies the process of building trust and credibility for businesses. Our software allows easy collection and display of authentic client testimonials, featuring:

Video and text options

Embeddable 'wall of love' widget

Smart Email Assistant

Third-party review imports

Build Trust, Drive Sales

Ideal for content creators, agencies, eCommerce, and SaaS companies, Testimonial help boost credibility and conversion rates by showcasing real customer experiences.

Build a wall of love for free today with testimonial software.

2. Chisel

Chisel is one of the most innovative customer feedback software today. Being the top-notch product management tool, Chisel knows that customer feedback analysis is the only path to your success. In addition to providing an exclusive product feedback pillar, Chisel has also incorporated the transformative capabilities of artificial intelligence, aiming to redefine how companies engage with and comprehend the insights from their customers.

Key Features

Idea Box, is a central repository to organize all user ideas in one place.

Auto-labeling with AI for streamlined ticket organization

Feedback Portal to save and manage customer feedback with just a single link.

Build surveys from scratch or use templates

Tailor audience panels as needed

Roadmap prioritization based on user feedback

Pros

AI-powered organization through auto-labeling

Centralized user feedback through Idea Box

Translates feedback into actionable roadmaps by connecting feedback to specific features

Cons

Occasional lag times within the platform

It lacks features for specific use cases

3. TypeForm

TypeForm has to be one of the most interactive and best customer feedback tools if you want surveys that engage your target audience. You can embed the following in your survey forms:

Images

Videos

Icons

And others

You can create unique survey flows and tones to capture the most relevant customer feedback. TypeForm also allows you to accept payment through its free customer feedback app. You can schedule your surveys if you wish to define a process clearly.

Here are the main features offered by TypeForm:

Unlimited surveys with 10 questions and 10 responses per month

Skip logic and hidden fields

Templates

Downloadable survey data

Integration with business tools like:

Zapier
Slack
Mailchimp
HubSpot
Others

Pros

Visually appealing surveys

Advanced features like survey logic and AI integration

Seamless integration with other tools

Cons

Limited customization for branding needs

Fewer options for highly structured questionnaires

4. Forms.app

Forms.app is an easy-to-use customer feedback tool that enables quick creation of:

Surveys

Forms

Quizzes

Questionnaires

Its pre-made templates and AI form generator streamline the setup process, saving you time and effort. This form builder software offers a variety of free features, including:

Signature collection

Payment acceptance

Conditional questions

Quiz creation with:

Auto calculations
Workflow automation
Advanced customization options

Here are the main features offered by forms.app:

AI form generator

+500 third-party integrations

Various customization options

Advanced data analytics and reports

Accessible from everywhere thanks to its mobile application

Pros

User-friendly interface

Customizable forms

Responsive design

Integrations with popular platforms

Cons

Limited features in the free version

Basic analytics

Less advanced customization options

5. QuestionPro

QuestionPro is a community feedback tool that manages all kinds of feedback through a centralized customer feedback platform. Its branching feature helps you collect the most accurate customer feedback data (qualitative and quantitative). You can customize your surveys with your brand theme to improve brand recall.

Here are the primary features you can enjoy with the QuestionPro free customer feedback tool:

Unlimited free surveys with up to 300 responses per survey

Access to 1 member

30+ question types

Customized surveys for branding

Skip logic

Integration with Google Sheets

Export feedback to CSV and XLS

Pros

Extensive design customization options, including accessible themes

Comprehensive analytics for in-depth insights

Cons

Experience delays or slow loading times when switching between features or applying filters to data

May not be cost-effective for smaller organizations

6. SoGoSurvey

SoGoSurvey is among the top free customer feedback tools ideal for businesses of all sizes. So, if you’re using SoGoSurvey for your small business, you can continue using it even after you expand. The tool is known for its short learning curve. Nevertheless, you cannot access integration benefits with the free plan.

Here are the main features offered by SoGoSurvey:

Template bank with customizable reports

Social media sharing

One-click reports

Built-in data analytics (Predictive Analytics)

SSL encryption

Pros

User-friendly interface to create and deploy surveys

Conditional logic to personalize survey experience

Multilingual surveys to reach a wider audience

Cons

Limited advanced data analysis functionalities

7. Qualaroo (now Proprofs)

Qualaroo is a powerful online survey tool that helps you collect feedback from your target audience. It is designed to make survey creation easy and supports multi-channel targeting. With hidden survey Nudges™, you can collect real-time feedback from your target audience on:

Website

Mobile apps

Android survey apps

SaaS products

This approach captures in-the-moment insights to help you understand user experiences better.

AI-Powered Insights at Your Fingertips

Qualaroo also has a powerful AI-based sentiment analysis engine that analyzes customer feedback data in minutes and shares the sentiments behind the feedback. This can help save time and allow you to focus on closing the feedback loop rather than manually picking valuable insights.

Key Features

Visual builder to design various online survey types.

Pre-built survey templates and 12+ question types to create surveys in minutes.

Skip and branching logic

Survey customization, rebranding, and white-labeling.

Support for 70+ languages.

Built-in advanced targeting options to trigger surveys at a specific time, under particular conditions.

Visual NPS dashboard and automatic NPS calculation

Advanced reporting section.

Integration with tools like Slack, Hubspot, etc.

Pros

Multiple feedback channels, including pop-up surveys, NPS surveys, on-site polls, etc.

Advanced targeting based on behavior, demographics, etc.

AI-Powered sentiment analysis

Advanced reporting and analytics

Cons

The click-to-edit interface can be limiting for rearranging question order or complex layouts

Might not be cost-effective for smaller organizations

8. SurveyMonkey

SurveyMonkey is one of the best customer feedback tools and the voice of customer survey tools. Its free customer feedback platform has limited features, but the tool is excellent for data management.

For example, you can access all your survey data on a single dashboard and analyze it with the help of graphs and charts. SurveyMonkey is one of the most accessible free customer feedback tools since it allows the creation of surveys without any required coding. Here are some of the primary features offered by SurveyMonkey:

Up to 3 team members and ten questions per survey

40+ short survey templates

Real-time notifications

1 survey report filter

Pros

Wide customization option to design surveys that match your brand

Variety of survey-sharing options

Ability to get responses from outside of your existing audience

Cons

Lacks visual logic map

Limitation for personalization for complex surveys

9. HubSpot

HubSpot Service Hub is an all-in-one customer service solution with excellent feedback management functionalities. The platform allows you to set up:

CSAT (Customer Satisfaction) Surveys

NPS (Net Promoter Score) Surveys

CES (Customer Effort Score) Surveys

Choose from numerous customizable templates or create your own feedback surveys from scratch for tailored insights. You can deploy feedback forms via web links and email while you can monitor key metrics, like:

Satisfaction scores

Total form views

Responses through an intuitive dashboard

Here are some of the primary features offered by HubSpot Service Hub:

Access to numerous integrations through HubSpot’s App Marketplace

Access to an ample set of other customer service features

Monitor survey results in real-time

Customizable templates

Automated surveys

Pros

You can handle social media customer service through HubSpot’s social media tools

Easy-to-digest analytics dashboards

Highly intuitive interface

Cons

Large pricing differences between paid plans make scalability a challenge

10. Formsite

Formsite is a simple and best customer feedback tool for small businesses that allows you to create professional HTML survey forms. You can make your surveys from scratch using drag-and-drop or ready-made survey templates. You can also customize your surveys to match your branding theme.

You can share Formsite customer surveys through email, or a link or directly embed customer surveys into your website. Here are the top features offered by Formsite:

5 surveys

10 responses per survey

100+ customizable templates

Survey branding

Real-time email notifications or alerts

Pros

Drag-and-drop interface makes building forms and surveys simple

Cost-effective solution compared to custom development.

Secure submissions with SSL/TLS encryption and compliance with HIPAA and GDPR

Cons

Might not have all the features for highly specialized use cases

Some users report occasional lag times within the platform

11. Alchemer

Alchemer is a well-established free customer feedback tool for small businesses to voice customer surveys. Several free templates are available that you can customize to achieve your purpose and create unlimited surveys. There is a disadvantage to using the accessible version of Alchemer. You cannot download your old reports and data. Also, you can only view the data from the past 12 hours.

Here are the primary Alchemer features:

Up to 5 contacts in email surveys

API - 60 requests per minute

Survey sharing through links and other platforms

Pros

Advanced customization options

Comprehensive survey features

Robust reporting and analytics

Excellent customer support

Cons

Higher pricing tiers

Some users find the interface overwhelming

Limited design flexibility

12. ProProfs Survey Maker

If you want to design engaging surveys to gather real-time customer feedback, then ProProfs Survey Maker is the best option. The free customer feedback tool offers free 100+ ready-to-use survey templates that you can customize using colors, fonts, and your brand logo designs to create a fully personalized experience.

To collect customer feedback from customer survey tools like this, you can share surveys via email or social media or embed them directly on your website using feedback widgets.

Unlimited surveys with up to 10 responses

Library of ready-to-use questions

Integrations with WordPress, Salesforce, and Zendesk

Skip Logic

20+ question types

Advanced reporting with intelligent analytics

Pros

User-friendly interface with drag-and-drop functionality

Wide range of question types

Customizable templates

Cons

Limited customization compared to high-end tools

Basic analytics features

13. Survicate

Survicate is your all-in-one customer feedback tool designed to empower businesses with valuable insights into customers' thoughts and opinions. With this free feedback tool, you can unlock the potential to understand, engage, and improve your customer experience like never before.

This customer feedback platform has an intuitive interface, integrations with popular business tools, and affordable pricing plans.

Key Features

Drag and drop builder to create custom surveys effortlessly

Multiple ways to collect customer feedback collection through email, on your website, within your app, or via social media

Advanced targeting and user segmentation options to send targeted surveys at the right moment and to the right audience

Unobtrusive feedback widgets to engage visitors in real-time

Set up automated follow-ups, alerts, and notifications

Pros

Customization options for brand consistency

Supports surveys in multiple languages

Collaboration features

Cons

Occasional lag within the platform's backend

Fewer integrations compared to competitors

14. SurveySparrow

SurveySparrow is a dynamic customer feedback tool that offers unique and interactive survey experiences. With its conversational interface, SurveySparrow allows you to engage your target audience in a more personalized and conversational manner and collect customer feedback. You can create surveys that feel like natural conversations, making it easier for participants to provide valuable feedback.

You can use this free customer feedback app to take your feedback to the next level by creating engaging and interactive surveys that capture valuable insights. SurveySparrow provides the tools and features to make it happen, whether you're looking to collect feedback on your:

Products

Services

Overall customer experience

Key Features

Conversational surveys with chat-like interfaces

Conditional branching and skip logic

Customizable survey themes and branding options

Multilingual surveys to cater to a global audience

Integration with popular business tools like Slack, Salesforce, and HubSpot

Real-time analytics and reporting

Mobile-friendly surveys and offline data collection

Pros

Conversational user interface

Logic jumps to create dynamic surveys

Cons

Restrictive reporting features

Smaller range of integrations compared to some competitors

15. InMoment

InMoment is a comprehensive customer feedback tool that provides businesses valuable insights into customer experiences. It allows users to gather feedback from various channels and touchpoints, giving them a holistic view of their customers' thoughts and opinions.

This is one of the best customer feedback platforms that lets you gather and analyze customer feedback. It combines data, technology, and industry expertise to help you collect customer feedback and take action to improve customer satisfaction.

Key Features

Capture feedback in real-time

Gather customer feedback through surveys, social media, or even voice recordings.

Advanced analytics and reporting capabilities for analyzing customer feedback

Customizable dashboards and visualizations to track trends, identify areas for improvement, and measure the impact of your customer experience initiatives

Engage with your customers and close the feedback loop

Automated follow-ups to personalized responses

Works great as an enterprise feedback management software

Pros

Advanced analytics features like sentiment analysis, journey mapping, and text iQ for deep insights

Enterprise-grade scalability with the ability to handle large volumes of data and complex analysis

Data data security to industry compliance standards like HIPAA and GDPR

Cons

High price point compared to more straightforward feedback tools

No free plan

Extensive customization for reports and dashboards might require technical expertise

tool with a less complex UI to create your customer feedback surveys. We have compiled a list of the top InMoment alternatives you can explore as feedback tools.

16. Qualtrics

Qualtrics is a great customer feedback tool that offers a comprehensive range of features to help businesses gather valuable insights from their customers. With Qualtrics, you can create customized surveys and collect feedback through various channels, including:

Website

Social media

Key Features

Advanced analytics capabilities with powerful data analysis tools

Generate reports and visualizations for a deeper understanding of your customers' thoughts and opinions

Integrations with popular business tools, such as CRM systems and customer support platforms to streamline your customer feedback management process

Robust survey customization options, including the ability to create personalized survey themes and branding

Complete customer experience management platform that lets you collect feedback on 125+ channels

Automatically deliver recommended actions based on the feedback received

Pros

Comprehensive suite of features for managing and improving brand experiences

Role-based access and filtering for personalized experience management

Offers exceptional data analysis capabilities

Prioritizes data security with compliance certifications like HIPAA and GDPR

Cons

Some advanced features may require additional training or expertise to use effectively

Expensive for smaller businesses

17. GetFeedback

GetFeedback is one of the most comprehensive and best customer feedback tools. It offers a range of features to help businesses gather valuable insights from their customers. This feedback tool lets you easily create interactive and engaging surveys that capture your customers' sentiments.

This customer feedback app allows businesses to enhance their customer experience across every touchpoint in the customer journey through feedback-driven decision-making and close the feedback loop.

Key Features

Drag-and-drop survey builder with customizable templates

Real-time feedback collection through email, websites, and mobile apps

Advanced reporting and analytics to visualize trends and track customer satisfaction

Seamless integration with popular CRM systems and customer support platforms

Multi-channel feedback collection for a holistic view of the customer experience

Automated follow-ups and personalized responses to close the feedback loop

Pros

Drag-and-drop interface makes building professional-looking surveys straightforward

Customize surveys with themes, logos, and branching logic to match your needs

Sentiment analysis to analyze the sentiment of open-ended feedback to understand customer emotions

Cons

Limited customization available

18. Marker.io

Marker.io is a versatile customer feedback tool designed to streamline the process of visual bug reporting and feedback collection for web development projects. It stands out as a user-friendly platform that empowers teams to effortlessly report and manage issues directly from the website interface, for which it also makes its place in the best product survey tools.

Key Features

Visual bug reporting with screenshots

Easily installable website widget

Supports a simple and efficient two-way sync with popular apps

Offers complete customization & white-labeling

Pros

Easy visual feedback with screenshots and annotate them directly on webpages

Integrates with popular project management tools like Trello and Jira

Cons

Focussed more on website bug reporting and feedback

Free plan not available

19. Jotform

JotForm is a robust and versatile customer feedback tool. It offers comprehensive features to streamline creation, distribution, and analysis of surveys and forms.

Tailored for businesses of all sizes, JotForm empowers users to collect valuable insights and feedback from their audience, providing a user-friendly and customizable platform.

Key Features

Simplifies the survey creation process with its intuitive drag-and-drop form builder for NPS, CES, and CSAT surveys

Real-time feedback collection through various channels, including emails, websites, and mobile apps

Advanced reporting and analytics

Facilitates automated follow-ups and personalized responses

Pros

Extensive integrations

Intuitive and easy-to-use interface

Wide range of templates, widgets, and add-ons

Cons

Limited features on the free plan

Conditional logic constraints

20. AskNicely

AskNicely is a specialized customer feedback app and CX platform designed to elevate businesses' understanding of customer sentiment and satisfaction by implementing Net Promoter Score (NPS) surveys.

Focusing on simplicity and effectiveness, this feedback tool empowers organizations to collect, analyze, and act on customer feedback to foster lasting customer loyalty.

Key Features

Specializes in Net Promoter Score (NPS) surveys for measuring customer loyalty

Automates the process of sending NPS surveys to customers at strategic touchpoints

Real-time notifications

Mobile responsive surveys

Complete customer journey mapping

Intelligent reporting and analytics

Pros

Automated workflows to send follow-up emails

Sentiment analysis to understand feedback sentiment

Integrates with popular CRM platforms for centralized customer data management

Offers basic data visualization and reporting tools to track NPS scores over time

Cons

Primarily focused on NPS surveys, limiting its use for ther types of surveys

Customization options for surveys and reports limited compared to some survey platforms

21. Retently

Retently is an all-encompassing customer feedback tool that delivers a comprehensive suite of features tailored to enhance customer satisfaction and loyalty. This feedback tool is a comprehensive solution, covering the entire spectrum of customer feedback management.

Empowering Businesses with Data-Driven Insights

Its emphasis on integration, analytics, and personalized experiences makes it ideal for businesses committed to elevating customer satisfaction strategies. Not only does it help analyze customer feedback, but it is also one of the best customer feedback tools, enabling businesses to capture and maximize user insights.

Key Features

NPS, CSAT & CES Omnichannel Surveys

Feedback Management & Collaboration

Integrations with CRM, Customer Success & Email Marketing

Advanced Reports & Analytics

Provides industry benchmarks, allowing businesses to contextualize their performance against industry standards

Automation and routing capabilities, streamlining the feedback collection process

Pros

Offers sentiment analysis to analyze customer feedback

Segmentation and targeting to target specific customer groups

Automates actions like sending follow-up emails based on survey responses

Cons

Limited survey types with a primary focus on NPS, CES, and customer satisfaction surveys

Customization options for surveys and reports are limited

22. Refiner

Refiner is a dynamic customer feedback tool designed to empower businesses with actionable insights and a deeper understanding of customer sentiments. Refiner allows organizations to enhance the customer journey by enabling them to:

Implement diverse feedback strategies

Measure customer satisfaction

Drive continuous improvements

Streamlined Feedback, Enhanced Insights

Refiner’s focus on flexibility and ease of use ensures an efficient feedback process. This customer feedback platform offers a range of features to cater to diverse customer feedback needs. Its emphasis on flexibility, integration, and advanced analytics makes it an ideal choice for businesses committed to elevating their customer satisfaction strategies.

Key Features

NPS, CSAT & CES surveys

Seamless feedback management & collaboration

Integrations with CRM and marketing tools

Cross-channel feedback collection

Automation & routing

Personalized experiences & follow-up

Pros

Helps to build an admin panel where survey data can be visualized and managed

Custom dashboards within the admin panel to display survey results

Efficient workflows for internal teams

Cons

Limited customization options for survey design

Some users report issues with the user interface being less intuitive

Pricing can be on the higher side for smaller businesses or those with limited budgets

23. Survicate

Survicate is a robust feedback management tool that enables companies to collect more customer insights and deliver a better customer experience. This customer feedback tool offers website, web app, in-product (in-app) surveys, email and link surveys, and mobile app surveys for Android and iOS.

Survicate also offers two standalone products:

Feedback Hub for managing customer feedback from multiple sources in one place

Feedback Button for collecting quick website feedback.

Features

Helps you publish different surveys on multiple channels such as websites, web apps, mobile, and chat surveys.

Offers 100+ pre-built survey templates to speed up launching surveys.

Lets you design surveys like Customer satisfaction surveys, CES, NPS, and more.

Supports integration with other tools like ActiveCampaign, HubSpot, Google Analytics, etc.

Effectively manages customer insights from numerous sources.

Pros

Feedback Hub offers response management and monitoring.

Helps add surveys to Intercom Messengers.

Cons

Doesn’t offer optional questions

The basic plan offers limited features Broadly

Each tool has unique features and pricing options, so it’s important to research and test-drive different tools to find the one that suits your business needs.

This tool from Broadly makes it super easy to collect customer feedback and reviews, through various platforms of your customer’s choice.

Broadly simplifies collecting customer reviews by sending emails or texts to your customers. It ensures that their experiences are automatically published on various review platforms, including:

Google

Facebook

Yelp

TripAdvisor

Other review platforms

24. GetFeedback

Customer service or support feedback can help improve how you handle complaints, compliments, or issues. This tool has a visually appealing user interface and relevant survey customization options. You can add images, custom fonts, and text colors to spice up your survey pages and tailor them to your brand.

GetFeedback has been compared to conversing with customers rather than just sending them a survey. The survey is sent in a “thank you” email, and you receive their feedback. You can also set up website surveys or other customer service channels.

GetFeedback offers a variety of built-in survey templates for:

Collecting CSAT (customer satisfaction)

Measuring Net Promoter Score

Assessing employee engagement

Conducting product research

You can customize your surveys to meet specific needs.

Pricing for the platform is as follows:

Basic Package: Starts at $50 per month

Advanced Package: Approximately $150 per month for larger teams with multiple users

25. Customersure

CustomerSure is an email-based survey tool that collects survey feedback into an easily navigable dashboard. You can also embed a CustomerSure widget directly on your website for direct feedback, and there are additional features such as Reviews and HelpDesk, which make CustomerSure a nice all-around product with features beyond just customer surveys.

Pricing for the platform begins at $49 per month. The free trial includes:

One survey

Unlimited responses

26. Reevoo

Reevoo's slogan is simple: “Customers convincing customers. That’s not marketing. That’s life.”

Reevoo gets reviews from its clients’ customers and does numerous things beforehand to verify the customers it approaches. Reevoo is an effective product for leaving the survey and customer feedback collection to a third-party company that specializes in doing exactly those things.

Reevoo also promotes the credibility of third-party involvement on its website: “49% of people who saw customer opinions collected by a third party in an ad campaign would be more likely to buy.”

Real-Time Insights for Proactive Customer Service

Reevoo will verify customer purchases, ask the customer questions about their purchase experience and service received, and give you the results. A particularly notable feature is that Reevoo will quickly notify you when it receives negative reviews, giving you speedy response time to address the customer complaint.

There’s no standard pricing plan for Reevoo, i.e., a monthly subscription. Your payment to Reevoo depends on how much feedback the company can collect for you.

27. Zonka Feedback

Zonka Feedback is one of the most helpful customer feedback software designed for small and large customer-centric businesses. It is an omnichannel customer feedback platform that enables seeking feedback, looping in the team, and closing the feedback loop—all on the same platform.

Its AI features, including text and sentiment analysis, help you analyze the sentiments in your feedback whether you are collecting:

Guest satisfaction feedback

Employee feedback

Product feedback

Facilities feedback

Any other

Zonka Feedback goes beyond measuring feedback across the standard metrics:

CSAT

You can create short and long surveys based on the feedback platform and customer touchpoints. This customer feedback tool can also add a rating scale, MCQs, and even open-ended survey questions to collect qualitative feedback.

28. Broadly

Broadly also offers valuable services, such as real-time feedback, embedding four and 5-star

reviews directly on your website, and a convenient dashboard to track your statistics. Other services from Broadly include putting live web chat on your website so you can immediately correspond with customers and customer leads generation.

Broadly is a rather broad tool for marketing your business and collecting customer feedback.

29. Crowdsignal

Formerly known as PollDaddy, Crowdsignal is a feedback management tool that can create surveys and polls for your:

Website

Blog

Social network profiles

Crowdsignal polls are simple and flexible. You can customize their styles to match your website's social networking profile or email campaign and find out what your visitors think today.

Features

Creates customizable surveys and polls to support the personalized branding of a business.

Lets you track live customer feedback results that assist in making decisions in real-time.

Offers templates for polls and surveys to check customers’ pulse with the help of the right survey questions.

Facilitates distribution of surveys via emails and feedback management.

Comes with skip and branching logic for surveys.

Let's add rich media such as videos, GIFs, images, and audio in the surveys.

Pros

Offers responsive polls and surveys

Easy to use

No need for coding knowledge to set up

Streamlined reporting feature

Cons

Collects multiple responses from the same respondents

No setting to delay showing poll answers to the participants

30. SatisMeter

What makes Satismeter one of the best NPS and customer feedback tools is its built-in features to collect insights across multiple touchpoints. The data is collected under one dashboard to help you close the feedback loop quickly. It’s highly affordable and easy to use, so you can set up your survey campaign in hours.

Features

Design surveys, such as NPS, CES, CSAT, PMF, and others to gather targeted customer feedback.

Add the surveys to the website, app, or email. You can also send them via links.

It offers multiple question types, skip logic, survey reminders, audience targeting options, survey design customization options, and 25+ language translations.

Automatically capture respondents’ metadata to segment the feedback data.

Monitor metrics like response trends, survey scores, number of responses, response rate, and others.

Pros

Very effective tool for NPS tracking and benchmarking

Intuitive survey editor. No learning curve is required. You can start designing the surveys instantly.

Lenient pricing structure

Cons

Needs to add more targeting options

Limited answer types restrict the questions you can pose to the customers

31. Userbrain

Not your typical survey tool, Userbrain also offers testers to businesses to collect in-depth customer insights. The customer feedback tool lets you create surveys and helps create user tests. It enables testers to:

Record videos

Capture screens

Enable users to share experiences via audio comments on the product.

Features

Offers features like task management, issue tracking, access control, tagging, audience targeting, and status tracking.

Helps you conduct tests based on demographics, including age, gender, and location.

Helps design test scenarios that you can share with participants.

Assists in creating an automated schedule for user testing.

Comes with survey templates with rating scales, multiple-choice,open-text, etc.

Pros

Great response speed.

Easy to target participants

Cons

Doesn’t support mobile surveys

Confusing video creation feature

What Makes A Good Review

Why is Customer Feedback Important

Where to Put Testimonials on Website

How to Respond to A Negative Review

How To Encourage Customers To Write Reviews

6 Different Types of Customer Feedback Tools

1. Customer Review/Testimonial Tools

Customer review or testimonial tools allow businesses to collect, manage, and showcase customer reviews. These tools help build credibility and enhance online reputation. For instance, testimonial.io allows firms to gather client reviews quickly and embed them on their website for social proof.

2. Online Review Management

Online review management tools help businesses collect, manage, and showcase customer reviews to enhance credibility and improve online reputation. These tools are essential for companies that rely on online reviews as a trust signal and source of customer feedback.

Centralized Review Management for Enhanced Online Reputation

Online review management tools aggregate reviews from multiple platforms (like Yelp, Google, and industry-specific sites), analyze trends and provide alerts for new reviews. This allows businesses to:

Respond quickly to both positive and negative reviews

Manage their online reputation

Understand public sentiment

Social media monitoring tools track online conversations, brand mentions, and trends. With the ubiquity of social media, these tools are crucial for tracking mentions of your brand across platforms such as:

Twitter

Facebook

Instagram

They help analyze customer sentiment, identify common themes, and engage with users in real-time. Social media monitoring is also essential for crisis management and promotional campaigns.

4. Feedback Widgets

Feedback widgets are small, often discreet tools that can be embedded directly into a website or app’s interface. They prompt users to leave feedback at critical interaction points, providing immediate qualitative data on user experience.

Widgets or sidebar forms are particularly useful for capturing in-the-moment insights and can be configured to appear based on specific user actions or pain points.

5. Online Survey Platforms

Online survey platforms are designed to create and distribute surveys, collect feedback, and analyze responses to understand customer opinions and needs. They can collect a wide range of data, from customer satisfaction scores to detailed qualitative feedback.

Survey platforms often have features for customizing questions, branching logic, and automated follow-ups to ensure high response rates and meaningful insights.

6. Net Promoter Score (NPS) Tools

NPS tools measure customer loyalty and likelihood to recommend a product or service. Delighted and AskNicely are popular NPS tools.

Elevate Your Brand with Testimonial

Testimonial simplifies the process of building trust and credibility for businesses. Our software allows easy collection and display of authentic client testimonials, featuring:

Video and text options

Embeddable 'wall of love' widget

Smart Email Assistant

Third-party review imports

Testimonials help boost credibility and conversion rates by showcasing real customer experiences. Ideal for:

Content creators

Agencies

eCommerce

SaaS companies

Build a wall of love for free today with testimonial software.

Who Uses Customer Feedback Tools?

Customer feedback tools are essential across a variety of sectors and roles. Each user or department has specific needs and uses the insights gathered to improve different facets of the business.

Customer Success Teams

These professionals use feedback tools to monitor and respond to customer inquiries and issues. By analyzing feedback, they can:

Improve retention rates

Reduce churn

Enhance customer loyalty

Marketing Departments

Marketers rely on customer feedback to:

Measure the effectiveness of campaigns

Understand customer needs and preferences

Tailor marketing strategies to target audiences better

Insights from feedback tools can guide decisions about product positioning, promotional strategies, and content development.

Product Managers

Understanding customer usage patterns, satisfaction levels, and feature requests help prioritize product roadmaps and align developments with market demand.

Executives

Senior leaders use customer feedback to make strategic decisions that affect the entire organization. Feedback data can highlight broader trends and customer sentiments that are vital for:

Setting long-term goals

Entering new markets

Making company-wide enhancements

Sales Teams

By understanding customer feedback, sales professionals can better address potential and current customer concerns, tailor their pitches, and close deals by aligning product benefits with customer needs.

UX/UI Designers

Designers use feedback to refine user interfaces and experiences, ensuring the product is intuitive and meets user expectations. This is crucial in reducing friction points and enhancing overall usability.

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5 Key Features of Customer Feedback Tools

1. Multi-Channel Feedback Collection: Cast a Wide Net to Get the Most Comprehensive Customer Insights

Customer feedback tools gather data from diverse sources such as:

Social media

Emails

Websites

In-person interactions

This extensive coverage ensures a broad demographic representation and captures feedback from multiple touchpoints, providing a comprehensive understanding of customer satisfaction across all interactions.

2. Data Analytics and Reporting: Turn Raw Data Into Actionable Insights

These tools transform raw data into actionable insights by identifying trends and anomalies through advanced analytics. Dashboards and detailed reports highlight areas needing improvement and success, aiding in strategic decision-making and customer journey optimization.

3. Seamless System Integration: Centralize Customer Data for Smarter Feedback

Customer feedback tools integrate seamlessly with other business systems like CRM and ERP. This centralized customer data enhances the utility of feedback by enabling personalized follow-up actions and deeper behavioral insights, which are crucial for improving customer relations.

4. Real-Time Feedback Capabilities: Quickly Address Customer Issues to Boost Satisfaction

Real-time feedback features allow businesses to address customer concerns immediately, which is crucial in digital interactions where swift response is expected. This prompt action can significantly boost customer satisfaction and loyalty.

5. Advanced Targeting and Branching Logic: Collect More Relevant Data to Improve Customer Experience

Feedback tools utilize advanced targeting to direct surveys to specific customer segments, enhancing the relevance of collected data. Branching logic adapts survey paths based on participant responses, increasing engagement and the quality of insights gathered.

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Benefits of Online Reviews

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Testimonial's email assistant streamlines collecting testimonials by reaching out to your previous and existing clients on your behalf. You can customize the email template and let the automated system do the hard work. The assistant will send the emails, follow up with clients, and organize your testimonials.

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