Did you know that 73% of consumers state that customer experience is a crucial factor for determining whether to do business with a company or not? Additionally, 84% of companies that actively work on improving the customer experience using customer feedback tools see increased revenue as a result of their efforts.
This is where a customer feedback tool can help.
For every SaaS business, it is crucial to improve your existing product or service, as well as providing a better experience for your customers.
In other words, you need to know how customers feel about your product and the service you provide, while finding out what you could do to improve.
What is a customer feedback tool?
A customer feedback tool can be part of a software solution designed to help businesses collect, measure, and analyze customer feedback. By using such a user feedback tool, the business can make data-driven decisions based on that feedback.
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A customer feedback tool allows you to engage with your customers directly and gives you a way of quantifying customer feedback and satisfaction. Furthermore, it enables you to find out what your customers really think about your product or service.
The importance of customer feedback tools
Collecting customer feedback is crucial for businesses that want to identify unsatisfied customers, reduce customer churn, and improve their products or service. It allows you to:
Create a better customer experience
If you want to generate more customers and retain your existing ones, you need to work on creating a better customer experience and making your customers happy. For this reason alone, it makes sense to get one of the customer feedback tools we’ll mention below.
To do this, first need to collect and measure customer feedback so that you can understand what you need to do to make your customers happier.
Measure customer satisfaction
Collecting customer feedback allows you to quantify customer satisfaction in a scientific way instead of trying to guess how your customers feel.
Collecting customer feedback allows you to quantify customer satisfaction in a scientific way instead of trying to guess how your customers feel.
Additionally, it enables you to set a benchmark for customer satisfaction, which you can then use to try and improve customer satisfaction by implementing data-driven changes.
Improve your product or service
By collecting customer feedback, you’re able to find out what customers really think about your product, including its strong points and flaws.
After that, this information can help you improve your product or service, as well as the customer experience you provide.
Increase customer retention
In the same vain, collecting customer feedback can also allow you to identify unhappy customers and fix their issues as soon as possible.
By addressing your customers’ issues on time and acknowledging their concerns, problems, and opinions, you’ll be able to have an easier time retaining customers and reducing churn.
Make data-driven decisions with customer feedback tools
Collecting customer feedback enables you to gain a better understanding of your customers, their needs, and their pain points.
Then, when armed with this information, you’ll be able to make data-driven decisions to improve your product or the overall experience you provide to your customers.
What to look for in customer feedback tools
To be able to navigate through this vast sea of software solutions, you’ll need to set some criteria to help you have an easier time choosing the right customer feedback tool for your business.
While your specific needs will ultimately dictate which tool you’ll go for, there are a few things you should keep in mind when deciding on a customer feedback solution.
Ease of use
Technology should make your life easier, not harder. The same is true for your customer feedback tool.
Make sure that the tool you decide on is easy to use and understand, both for your employees and your customers.
Features and capabilities that fit your needs
Do you want to implement in-app or email surveys, customize surveys to fit your brand, or be able to view survey engagement data?
Make a list of all the features you want your new customer feedback tool to have and then use it to have an easier time making your decision.
Integrations of your customer feedback tools with an existing software stack
While a customer feedback solution can be very powerful on its own, it’s best used in combination with your existing software stack.
We will not pretend you don’t have a budget. Although not all the user feedback tools have a public listing of their pricing, you can compare most of the options in this article.
Since you will most likely be using the customer feedback tool with other customer feedback management software, you should keep in mind the total cost of your stack to set up a complete feedback loop.
Of course, you’d like your feedback widget or form to look as cohesive as possible with your brand’s design. During the research, you should check for their original appearance, it should be clean and subtle, as well as self-serving customization capabilities.
Almost all user feedback tools with an enterprise package will offer customization, but we will not put this method up for comparison here.
The top 8 customer feedback tools in 2022
Now that you understand what a customer feedback tool is, why you need it, and what you should look for when choosing one, let’s look at the top customer feedback tools on the market.
Usersnap is a multi-purpose customer feedback and bug reporting tool that enables you to collect satisfaction ratings, screenshots, and contextual feedback from your customers. Collect screen recordings and vocal feedback, as well as survey related to product-market fit or customer effort. It’s very easy to install – just add a short piece of code to your website and you’re good to go.
It offers plenty of customization options to help you design surveys that will fit your scenario and brand look. Usersnap also supports sentiment analysis and score-based follow-up questions.
There’s also a reply-to-customer feature, as well as collaboration features such as internal notes, mentions, and assignees.
Usersnap integrates with a variety of popular software solutions, including Slack, Jira, Trello, and Zendesk.
Usersnap’s pricing starts at $69/month. There’s also a free 15-day trial you can use to test out the customer feedback software and see if it’s the right fit for your needs.
The tool is used by a number of successful tech companies, including Microsoft, Canva, and Runtastic.
- NPS (in-app and email) use to track customer happiness.
- Beta testing widget to share feedback and capture bugs.
- Send pop-ups with NPS, CSAT, CES or other rating systems
- Flexible Feedback and support Menu to quickly get customer satisfaction.
- Connect this tool to over 2,000 solutions
- Website micro survey to carry out short surveys from targeted website visitors.
- Thumbs up/down rater to easily give answers
- Present of Public board to collect community feedback
- Free access for 15 days without a credit card required
SatisMeter is a customer survey tool that allows you to collect and measure customer loyalty with NPS.
It supports both in-app and email surveys, as well as automation workflows for customers that leave specific feedback scores.
SatisMeter integrates with software solutions such as Slack, Drift, Salesforce, and Mailchimp. Its pricing starts at $49/month.
You can also try out the customer feedback software for free. Once you receive 100 customer responses, however, you’ll need to switch to a paid plan.
- Run micro surveys
- Track and Collate NPS score
- NPS, CSAT, CES, and PMF Surveys
CustomerSure is a customer feedback solution that enables you to send surveys to analyze NPS, CSAT, and CES.
Based in the UK, CustomerSure is GDPR-compliant and puts great effort into ensuring security and privacy for your data.
It supports email and mobile-friendly surveys, advanced data segmentation, text analysis, and automatic reports and notifications.
CustomerSure’s pricing starts at $249/month. The software is designed to be an enterprise solution, and the price certainly reflects that.
CustomerSure is used by a number of local companies as well as international organizations.
- Surveys via email, SMS, web, app
- Full GDPR compliance
- Set up real-time alerts
- Restrict views
- Send personalized reports
Qualtrics is an experience customer feedback platform that you can use to collect feedback from customers at every stage of the customer journey.
With Qualtrics, you can start conversations and gather customer feedback through a variety of different channels, including your website, app, email, and SMS.
The collected feedback is analyzed with Qualtrics’ AI in order to uncover patterns and trends, as well as help you predict customer behavior.
Qualtrics is for enterprises, their users include Hugo Boss, BMW, and Under Armour. The pricing also reflects its service, starting at $1,500 a year and go higher according to different contracts.
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- Advanced stats and text,
Hotjar is a user behavior analytics software solution that helps businesses understand how their customers are using their website or app.
It allows you to generate heatmaps and user recordings, create and send feedback surveys and polls, as well as analyze how visitors are interacting with your website.
Hotjar is GDPR and CCPA-compliant and integrates with a number of popular tools, including WordPress and Shopify.
It offers a free plan that’s limited to 2,000 page views per day. Paid plans start at $32 per month for personal plans and $89 for business plans.
Hotjar is used by over 350,000 organizations worldwide.
- GDPR- & CCPA-ready
- PCI commitment
- Present of widgets to consolidate feedback
- Integrate with Custom made Software
Qualaroo is a customer research and feedback software solution that allows you to collect and analyze customer insights.
With Qualaroo, you can target users based on identity, cookie value, geographic location, behavior, and other criteria. It also supports advanced sentiment analysis powered by IBM Watson.
The software integrated with Google’s marketing tools, such as Google Analytics, Optimize, and Google Tag Manager can become even more powerful in getting deeper insights into customers’ preferences.
Qualaroo’s pricing starts at $199/month. Its customers include companies such as Udemy, Twilio, and Hootsuite.
- Design API
- Website, mobile, iOS & android friendly
- Email notification
- Integrate with any tool
Bazaarvoice is a software solution that enables businesses to collect feedback, reviews, and testimonials from their customers.
By publicly exhibiting customer reviews on your product pages, your customers will appreciate the transparency inspiring them to put more trust in your brand. Bazaarvoice can further push these testimonials to other retail channels, as well as for you to easily reply to all the feedback within the portal, allowing you to maximize the social proof and build confidence in customers.
Bazaarvoice doesn’t list pricing on their website at the time of writing. It’s used by brands such as Macy’s and Pepsi.
- Presence of built-in templates
- Customized survey questions
- Flexible features
Shipright is a software solution designed to help businesses collect, organize, and analyze product feedback.
It’s used by companies such as DigitalOcean, Growbots, and Gooten.
Shipright integrates with a number of tools product managers use daily, including Intercom and Slack.
It has a free plan that’s limited to 100 tracked users. Paid plans start at $49/month.
- Integrate with Slack
- Add to Browser Extension
- Internal Spreadsheet
Which customer feedback tool is for you?
With so many customer feedback tools available on the market today, it can be overwhelming to choose the right one for your needs.
That’s why we’ve created this list and the table below to help you compare all the customer feedback analysis tools at once.
|Ease of Use||Features||Integrations||Price||Customization|
|Usersnap||✅||Many project types||2,000||$9||✅|
|CustomerSure||⭕️||Many project types||Unknown||$249||❌|
|Qualtrics||❌||Many project types||50+||$1,500||Enterprise only|
|Hotjar||⭕️||Heatmaps & feedback||15+||$89||⭕️|
But the best advice is to try it yourself! You can enjoy full access to features with Usersnap’s 15-day free trial. Sign up for your Usersnap account, the #1 customer feedback solution. No credit card is needed.
Frequently Asked Questions
What is a customer feedback platform? Customer feedback platforms, such as Usersnap, help you gather, analyze, and act on customer feedback. They are critical in improving your customer experience. Some platforms have features that let you start conversations with your customers through any channel and transform feedback into insights that help drive customer spending and loyalty.
What is a customer feedback tool? Customer feedback software helps you create and distribute customer surveys and obtain customer feedback. The tools help you gain insight from customers on how you should improve your product, service, or customer service delivery. They also help you identify customer pain points, drive engagement, and reduce turnover.
It allows you to engage with your customers directly and gives you a way of quantifying customer feedback and satisfaction. Additionally, it enables you to find out what your customers really think about your product or service.
What are the key customer feedback collection tools? Well, to start with, customer feedback has the potential to transform your business’ every aspect for the better. First, start with simple methods of collecting feedback; from there, expand to more complex techniques such as usability testing and analytics.
Common customer feedback collection tools include:
How do you record feedback from customers? To start with, customer feedback software such as Usersnap makes it easy to record feedback from customers in several ways. Some examples:
- Screen recording
- Feedback with screenshots
- Console error log recording
- Recording relevant metadata while submitting feedback
Capture feedback easily. Get more insights and confidence.
Getting feedback has never been easier and we hope you’ve realized that after reading this article. Let us know what you think, your feedback is important.