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!
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.
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.
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.
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.
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.
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.
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.
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.
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.
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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.
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.
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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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Customization options for tailored feedback collection
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.
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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.
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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.
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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.
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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.
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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.
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.
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:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
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:
Some popular customer feedback tools are mentioned above.
Here are five methods of obtaining feedback from customers:
By utilizing these methods, businesses can gather valuable feedback, identify areas for improvement, and make data-driven decisions to enhance their products and services.
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:
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