Did you know that 73% of consumers state that customer experience is a crucial factor in determining whether to do business with a company?
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 this kind of 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.
Are you wondering how to get valuable customer feedback online?
This comprehensive guide will walk you through the most effective customer feedback tools to gather valuable feedback from your online audience.
Whether you run an e-commerce store, a SaaS company, or any other online venture, these proven tools will help you connect with your customers and gain valuable insights to enhance your products or services.
Let’s check them out now!
1. Usersnap
Usersnap is a versatile user feedback platform for product teams to collect bug reports and run micro surveys.
Make your users enjoy sharing feedback by empowering them with screenshots tools that automatically pass on user environment data and allow video with audio recordings as the most efficient way to communicate.
First in our best customer feedback tools list
Usersnap offers plenty of customization options to help you create surveys and target the right audience.
Or start with one of our templates, co-created with product experts, such as the CES survey and pricing surveys.
Having a hub to centralize all relevant product feedback helps you prioritize and make user-centric decisions. Add the insights from customer support and sales to Usersnap by simply using the project dashboard. Use labels to categorize topics, track progress with the kanban view, and celebrate your increasing customer satisfaction scores!
Usersnap integrates with 50+ popular tools to make your workflow seamless, including Slack, Jira, Azure DevOps, and Zendesk.
Companies such as Red Hat, Erste Bank, Lego, and Harvard partner with Usersnap to excel in their enterprise growth and establish product-market fit.
2. SatisMeter
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 software for free. Once you receive 100 customer responses, however, you’ll need to switch to a paid plan.
3. CustomerSure
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 the security and privacy of 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.
4. Qualtrics
Qualtrics is an experience management 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.
5. Hotjar
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.
6. Qualaroo
Qualaroo is a customer research and customer 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.
7. Bazaarvoice
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.
8. Involve.Me
Involve.me is a versatile and interactive platform that empowers users to create engaging and personalized experiences for their audience. With a focus on customization and interactivity, involve.me allows businesses to build dynamic forms, surveys, quizzes, and more, fostering higher engagement and conversion rates.
Standout Features:
- Dynamic and interactive form creation
- Personalized experiences through quizzes and surveys
- Versatility for various engagement needs
- Real-time analytics for actionable insights
- Integration capabilities for seamless workflow
involve.me enables users to go beyond traditional forms and surveys, providing a creative and engaging way to connect with their audience and gather valuable insights.
9. Trustmary
Trustmary is a customer experience platform that collects customer feedback automatically and turns positive feedback into public reviews.
Use Trustmary to collect feedback at the right time, analyze customer insights, collect text and video reviews, and use customers’ comments on your website and social media.
Trustmary includes a plethora of optimized feedback survey templates, including NPS, CSAT, and CES. You can modify them in an easy survey editor. You can distribute surveys via multiple channels and get customizable feedback reports.
You can integrate Trustmary with thousands of other applications via Zapier. Connect your CRM for more accurate automation, CMS to display feedback on your website, Slack or Teams to share feedback with your team in real time, and more.
Pricing is based on the number of responses you collect monthly. Subscriptions range from a free plan for micro businesses to bigger plans for large organizations. The paid plans for collecting feedback start at $29/month.
Trustmary is a newer solution in the market but already has tens of thousands of customers from over 100 countries.
10. Ruttl
Ruttl.com is a collaborative website feedback platform that simplifies the feedback process for web designers and developers. With its user-friendly interface, Ruttl.com allows teams to efficiently gather, manage, and implement feedback seamlessly.
Standout Features:
- Streamlined and collaborative feedback process
- User-friendly interface for both designers and clients
- Real-time collaboration on website projects
11. SurveyMonkey
SurveyMonkey is a versatile online survey tool that empowers businesses to make data-driven decisions. It provides a wide range of survey templates and customization options, making it easy to collect valuable insights from your target audience.
Standout Features:
- Diverse survey templates for various purposes
- Customization options to tailor surveys to specific needs
- Robust analytics for meaningful data interpretation
Typeform stands out with its interactive and engaging form-building capabilities. It allows users to create visually appealing forms and surveys with a focus on a conversational user experience, resulting in higher response rates.
Standout Features:
- Conversational form design for increased user engagement
- Versatile question types and customization options
- Analytics tools for in-depth data analysis
13. Refiner
Refiner is a customer feedback tool that specializes in collecting and analyzing feedback through Net Promoter Score (NPS) surveys. It provides actionable insights for businesses looking to enhance customer satisfaction.
Standout Features:
- NPS-focused feedback collection
- Analytical tools for measuring customer satisfaction
- Integration capabilities with other platforms
14. UXTweak
UXTweak is a comprehensive user experience research platform that allows businesses to conduct usability testing, gather feedback, and analyze user behavior. It provides valuable insights to optimize digital experiences.
Standout Features:
- Usability testing and user feedback collection
- Advanced analytics for in-depth user behavior analysis
- Tools for optimizing digital interfaces
15. Wootric
Wootric specializes in measuring and boosting customer satisfaction through Net Promoter Score (NPS) surveys. It enables businesses to collect real-time feedback, identify trends, and take prompt actions to enhance customer loyalty.
Standout Features:
- Real-time NPS feedback collection
- Trend identification for proactive customer retention
- Integration with various customer engagement tools
16. SurveyStance
SurveyStance offers a user-friendly survey platform designed to gather valuable insights. With an emphasis on simplicity and effectiveness, SurveyStance provides tools to create, distribute, and analyze surveys effortlessly.
Standout Features:
- User-friendly survey creation and distribution
- Efficient data analysis tools
- Customization options for diverse survey needs
17. UseResponse
UseResponse is a comprehensive customer support and feedback platform. It allows businesses to collect, manage, and respond to customer feedback effectively, fostering better communication and satisfaction.
Standout Features:
- A unified platform for customer support and feedback
- Multi-channel feedback collection
- Collaboration tools for seamless team communication
18. ZipBoard
ZipBoard is a collaborative feedback platform tailored for web development projects. It simplifies the feedback loop, allowing teams to annotate directly on websites, streamlining communication and project management.
Standout Features:
Formester is a user-friendly form-building platform that emphasizes simplicity and functionality. It enables users to create forms for various purposes, from surveys to lead generation, with ease.
Standout Features:
- Intuitive form-building interface
- Versatile form templates for different use cases
- Analytics tools for form performance evaluation
20. Chisel
Chisel is a platform designed to streamline the process of creating and managing surveys. With a focus on simplicity and effectiveness, Chisel allows users to gather valuable insights without unnecessary complexity.
Standout Features:
- Simplified survey creation and management
- User-friendly interface for quick adoption
- Analytics tools for data-driven decision-making
Jotform Survey Maker is a robust survey creation tool that offers a wide range of features for designing customized surveys. It stands out for its flexibility and ease of use, making survey creation a seamless process.
Standout Features:
- Extensive customization options for survey design
- User-friendly interface for quick survey creation
- Integration capabilities with other business tools
22. SurveySparrow
SurveySparrow is a user-friendly survey platform that focuses on creating conversational surveys to enhance user engagement. With its innovative approach, it ensures higher response rates and provides actionable insights.
Standout Features:
- Conversational survey design for increased engagement
- Multi-channel survey distribution options
- Analytics tools for real-time data interpretation
23. UserReport
UserReport is a feedback and survey tool that allows businesses to gather insights into user behavior and preferences. With a focus on user feedback, it helps organizations make informed decisions to improve their products and services.
Standout Features:
- User feedback collection for a better understanding of preferences
- Analytics tools for user behavior analysis
- Customizable surveys to meet specific business needs
24. GetFeedback
GetFeedback is a customer experience platform that specializes in collecting and analyzing feedback to enhance customer satisfaction. It provides actionable insights through customizable surveys and in-depth analytics.
Standout Features:
- Customizable surveys for various feedback needs
- Real-time feedback collection and analysis
- Integration capabilities with customer engagement tools
25. InMoment
InMoment is an experience management platform that focuses on gathering and analyzing customer feedback to improve overall business performance. It provides comprehensive insights to drive customer satisfaction and loyalty.
Standout Features:
- Holistic experience management approach
- In-depth analysis of customer feedback
- Actionable insights for strategic decision-making
26. Zonka Feedback
Zonka Feedback is a comprehensive feedback management platform designed to capture and analyze customer feedback across various touchpoints. With its multi-channel approach, Zonka Feedback helps businesses make data-driven improvements.
Standout Features:
- Multichannel feedback collection for comprehensive insights
- Real-time analytics and reporting
- Customizable surveys for diverse feedback needs
27. Retently
Retently is a customer feedback and Net Promoter Score (NPS) platform that focuses on measuring customer loyalty. It provides businesses with the tools to gather, analyze, and act on feedback to improve overall customer satisfaction.
Standout Features:
- NPS-focused feedback collection
- Automated feedback campaigns
- Analytics tools for customer satisfaction measurement
28. SoGoSurvey
SoGoSurvey is a versatile survey platform that caters to diverse survey needs, from customer feedback to employee engagement. It offers a range of features, including customizable surveys and advanced analytics for actionable insights.
Standout Features:
- Customizable surveys for different purposes
- Advanced analytics for data-driven decision-making
- Collaboration tools for team-based survey creation
Formsite is a user-friendly form-building platform that allows users to create forms and surveys with ease. It provides customization options and analytics tools, making it suitable for various industries and purposes.
Standout Features:
- Intuitive form-building interface
- Versatile form templates for different applications
- Analytics tools for form performance evaluation
30. Alchemer
Alchemer (formerly SurveyGizmo) is an advanced survey and feedback platform that caters to businesses of all sizes. It offers a wide range of survey customization options and analytics tools for comprehensive data analysis.
Standout Features:
- Advanced survey customization for diverse needs
- Robust analytics for in-depth data interpretation
- Integration capabilities with other business tools
31. UserEcho
UserEcho is a customer feedback and helpdesk platform that allows businesses to collect and manage feedback from various channels. It provides tools for community engagement and support ticket management.
Standout Features:
- Community engagement tools for user feedback
- Helpdesk features for efficient customer support
Customization options for tailored feedback collection
32. IdeaScale
IdeaScale is an innovation management platform that focuses on gathering and implementing ideas from various stakeholders. It provides a collaborative environment for ideation and feedback collection.
Standout Features:
- Collaborative ideation platform
- Feedback collection for innovation management
- Analytics tools for idea evaluation and implementation
33. Saber Feedback
Saber Feedback is a website feedback tool that allows businesses to collect and analyze user feedback directly on their websites. It offers customizable surveys and reporting tools for actionable insights.
Standout Features:
- Website feedback collection with customizable surveys
- Real-time reporting for quick analysis
- Integration capabilities with other web tools
34. Bugherd
Bugherd is a visual feedback tool and a bug-tracking app designed for web developers and designers. It simplifies the feedback loop by allowing users to report issues directly on a website, streamlining the debugging process.
Standout Features:
- Visual feedback collection for web development projects
- Bug tracking tools for efficient issue resolution
- Collaboration features for team-based development
35. Userback
Userback is a visual feedback and bug tracking platform that allows teams to collect feedback directly on their websites and applications. It streamlines the feedback process and facilitates communication between users and development teams.
Standout Features:
- Visual feedback collection for websites and applications
- Collaboration tools for efficient issue resolution
- Integration capabilities with other development tools
36. Feedbackify
Feedbackify is a customer feedback platform designed to capture and analyze user opinions and suggestions. With its user-friendly interface and customizable survey options, Feedbackify empowers businesses to enhance their products and services.
Standout Features:
- User-friendly survey creation and management
- Customizable feedback forms for specific business needs
- Real-time analytics for prompt decision-making
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 tool, the business can make data-driven decisions based on that feedback.
📡 incoming message from the customer feedback Galactica: check out our ultimate customer feedback guide if you want to see more stars 🌟👽
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.
How to track customer feedback
The importance of collecting customer feedback
Collecting customer feedback is crucial for businesses that want to identify unsatisfied customers, reduce customer churn, and improve their products or services.
It allows you to:
1. 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 best 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.
2. 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.
3. Collect customer feedback: 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.
4. Increase customer retention
In the same vein, 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.
6. Analyze customer feedback: Make data-driven decisions
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.
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 choose, there are a few things you should keep in mind when deciding on a customer feedback solution.
1. 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.
2. 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 make your decision more easily.
3. Integration with your 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.
Your new customer feedback tool should play nicely with all the other software solutions you currently use, such as your CRM, helpdesk, and customer support software.
4. Price
We will not pretend you don’t have a budget. Although not all the 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 software, you should keep in mind the total cost of your stack to set up a complete feedback loop.
5. Feedback apps and customization
Of course, you’d like your feedback app widget 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 tools with an enterprise package will offer customization, but we will not put this method up for comparison here.
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 tools at once.
| |
Ease of Use |
Features |
Integrations |
Price |
Customization |
| Usersnap |
✅ |
Many project types |
2,000 |
$9 |
✅ |
| Satismeter |
⭕️ |
NPS |
16+ |
$49 |
⭕️ |
| CustomerSure |
⭕️ |
Many project types |
Unknown |
$249 |
❌ |
| Qualtrics |
❌ |
Many project types |
50+ |
$1,500 |
Enterprise only |
| Hotjar |
⭕️ |
Heatmaps & feedback |
15+ |
$89 |
⭕️ |
| Qualaroo |
✔️ |
User surveys |
20+ |
$199 |
⭕️ |
| Bazaarvoice |
✔️ |
Reviews |
E-commerce platforms |
Unknown |
❌ |
| Shipright |
⭕️ |
Product feedback |
4 |
$49 |
❌ |
But the best advice is to try it yourself! You can enjoy full access to features with a free Usersnap trial: build precisely what users need with instant and contextual feedback. Sign up for your Usersnap account, the #1 customer feedback solution. No credit card is needed.
Tips for free customer feedback programs
Running a customer feedback process doesn’t always require significant investment. Here are some tips to set up a free customer feedback program to help you collect. insights:
- Social media listening: Monitor social media platforms for mentions and comments related to your brand. Engage with customers and gather feedback from their public interactions.
- Google Forms or SurveyMonkey: Use free survey tools like Google Forms or SurveyMonkey to create and distribute customer feedback surveys. They offer easy customization and data collection.
- Feedback widgets and pop-ups: Implement free in-app or website feedback widgets and pop-ups to capture user sentiments and suggestions.
- Email feedback requests: Send personalized email requests to customers for feedback, using free email marketing tools like Mailchimp or Sendinblue.
- Online reviews monitoring: Keep track of online reviews on platforms like Google Reviews, Yelp, and social media to understand customer sentiments.
- Social media polls: Use social media platforms to conduct polls and gather quick feedback on specific topics or features.
- User communities or forums: Create online user communities or forums to encourage customers to share feedback and engage with each other.
- Direct email communication: Engage in one-on-one conversations with customers through direct email communication to gain deeper insights into their experiences.
By combining these free methods, you can collect valuable customer feedback, gain actionable insights, and improve your SaaS product or service without incurring additional costs.
Thee best customer feedback tool for any business depends on its specific needs, budget, and the features that are most important to them. There are numerous customer feedback tools available in the market, each with its strengths and weaknesses.
To determine the best customer feedback tool for your business, consider the following factors:
- Features: Look for tools that offer the features you need, such as survey creation, sentiment analysis, data visualization, and integration options.
- Ease of use: Choose a tool that is user-friendly and easy for both your team and customers to use.
- Scalability: Ensure the tool can accommodate your current and future growth without compromising performance.
- Customer support: Consider the level of customer support and assistance provided by the tool’s vendor.
- Integration: Check if the tool can seamlessly integrate with your existing systems and workflows.
- Budget: Evaluate the pricing plans and determine if the cost aligns with your budget.
- User reviews: Read user reviews and testimonials to gain insights into the experiences of others who have used the tool.
Some popular customer feedback tools are mentioned above.
What are the 5 methods of obtaining feedback from customers?
Here are five methods of obtaining feedback from customers:
- Customer feedback surveys: Conducting surveys is one of the most common and effective ways to gather feedback. These surveys can be in the form of Net Promoter Score (NPS), Customer Satisfaction (CSAT), or open-ended questionnaires.
- In-App or website feedback tools: Implementing feedback forms, feedback widgets, or pop-ups on your website or within your SaaS application allows customers to provide real-time feedback as they interact with your product or service.
- Social Media Monitoring: Keep an eye on social media platforms for mentions, comments, and messages related to your brand. Customers often share their experiences on social media, providing valuable insights and opportunities for engagement.
- Online reviews and testimonials: Monitor online reviews on platforms like Google Reviews, Trustpilot, G2, or Capterra. Reviews offer candid opinions from customers and can influence potential buyers.
- Customer support interactions: Analyze customer support tickets and interactions to identify common issues or areas for improvement. Support channels like email, live chat, or phone calls can provide valuable feedback from customers seeking assistance.
By utilizing these methods, businesses can gather valuable feedback, identify areas for improvement, and make data-driven decisions to enhance their products and services.
Frequently Asked Questions
Posted
by
Ashley Cheng
on
August 26, 2021
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.
Posted
by
Ashley Cheng
on
August 26, 2021
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.
Posted
by
Ashley Cheng
on
August 26, 2021
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:
Posted
by
Will Perlmutter
on
August 26, 2021
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:
Capture user feedback easily. Get more insights and make confident product decisions.
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.
And if you’re ready to try out a customer feedback software, Usersnap offers a free trial. Sign up today or book a demo with our feedback specialists.
