Gathering and analyzing customer feedback is important for product managers and Chief Product Officers (CPOs) aiming to enhance their products and services.
In today’s competitive market, choosing the right feedback management tool for specific business needs can provide actionable insights by analyzing customer feedback data to derive meaningful and practical strategies.
This article provides a comprehensive personal comparison of the top 11 feedback management tools to help businesses make informed decisions and refine their customer or user feedback strategy.
To provide a thorough comparison, each feedback management tool will be evaluated based on the following criteria. Additionally, incorporating feedback management tips can aid in making the most of these tools:
- Features
- User Interface and Experience
- Pricing
- Integrations
- Customer Support / Customer Satisfaction
- Pros and Cons
- Personal Opinion
When choosing customer feedback tools, consider features like NPS surveys, website pop-ups, in-app feedback widgets, and their integrations with other tools.
Collecting customer feedback is crucial as it helps in understanding user needs and improving the overall feedback management process.
We will discuss the specifics of each feedback management tool, highlighting its key features, user interface and experience, integrations, customer support, and pros and cons.
I provide a detailed analysis to help you identify the best solution to enhance your customer feedback strategy.
Let’s explore the top feedback management tools available and see how they compare.
1. Usersnap
Usersnap offers a versatile range of features designed for product managers, CPOs and developers.
It includes visual feedback tools, screenshot capturing, and advanced issue tracking. The platform also supports in-app feedback, and detailed labelling & reporting capabilities. Usersnap helps in transforming raw feedback into the best customer feedback strategies, enabling businesses to derive actionable insights and boost customer satisfaction.
For those looking for a positive review response example, Usersnap’s detailed reporting capabilities can help you identify and respond effectively to positive feedback from your users, enhancing customer satisfaction and loyalty.
User Interface and Experience
Usersnap boasts an intuitive and user-friendly interface. The feedback widget can be easily customized and integrated into your website or application. It provides users with a seamless experience in submitting feedback.
Pricing
Usersnap offers various pricing plans, starting from $49 per month for basic features and up to $249 per month for advanced functionalities and larger teams. Custom enterprise solutions are also available.
Integrations
Usersnap integrates with numerous tools like Slack, Trello, Jira, Azure DevOps and Asana, making it easy to incorporate into existing workflows.
Customer Support / Customer Satisfaction
Users recognize Usersnap for its responsive customer support and comprehensive online resources, including tutorials and webinars.
Pros of Usersnap
- Easy to customize
- Offers a browser extension, enabling users to capture screenshots and provide feedback directly from their browser.
- Places a strong emphasis on data security and privacy
- Simple and user-friendly
Cons of Usersnap
- Takes time to learn advanced features
Personal Opinion
Usersnap is great because it has strong features and is easy to use. It’s especially helpful for teams that need clear visual feedback and easy connections with project/product management tools.
Try Usernap for free!
2. SurveyMonkey
SurveyMonkey provides many survey creation tools, including ready-made templates to help you start quickly and a question bank filled with pre-written feedback questions. As a customer feedback tool, SurveyMonkey integrates seamlessly with existing systems such as CRM and marketing automation platforms. Its survey logic feature lets you create smart surveys that change based on respondents’ answers.
User Interface and Experience
The platform is designed simply, allowing users to create surveys quickly. Its drag-and-drop interface is intuitive, although some advanced features may require a learning curve.
Pricing
SurveyMonkey’s pricing starts at $25 per month for individual plans, with team plans starting at $75 per user per month. Enterprise solutions are available upon request.
Integrations
SurveyMonkey integrates with popular tools like Salesforce, Mailchimp, and HubSpot, enabling efficient data flow between platforms.
Customer Support / Customer Satisfaction
The platform offers comprehensive support options, including a help center, community forum, and priority customer support for higher-tier plans.
Pros of SurveyMonkey
- Lots of options for creating custom surveys
- Strong analytics to understand survey results
- Works well with many other tools like Salesforce and Mailchimp
Cons of SurveyMonkey
- It can be expensive for small teams
- The free version restricts the number of questions and responses.
- Some advanced features are hard to use
Personal Opinion
SurveyMonkey is ideal for businesses that need detailed survey functionalities and robust analytics. It’s especially useful for large-scale surveys and customer satisfaction tracking.
Start with SurveyMonkey!
3. Qualtrics
Qualtrics excels in creating detailed surveys with advanced tools and templates. It goes beyond simple surveys by offering comprehensive customer experience management tools that help you manage and improve customer interactions across various touchpoints. As a customer feedback management tool, Qualtrics helps businesses capture, organize, and prioritize customer feedback using various customer feedback tools, such as NPS surveys, website pop-ups, and in-app feedback widgets, to enhance customer experiences, reduce churn, and drive business growth.
User Interface and Experience
Qualtrics’ interface is professional and packed with features which can overwhelm new users. However, once mastered, it offers unparalleled flexibility and power.
Pricing
Qualtrics offers custom pricing based on the needs of the business, which typically makes it suitable for larger organizations with more substantial budgets. You will have to request pricing from them.
Integrations
It integrates with various enterprise tools such as SAP, Salesforce, and Adobe, facilitating comprehensive data management.
Customer Support / Customer Satisfaction
Customers recognize Qualtrics for its excellent customer support, including dedicated account managers and extensive online resources.
Pros of Qualtrics
- Qualtrics provides powerful tools for creating detailed and complex surveys.
- It offers extensive features for managing customer feedback across multiple channels.
- The platform provides real-time data and analytics to help you make informed decisions quickly.
- Highly customizable surveys and reports to fit specific business needs.
- Integrates seamlessly with major enterprise tools like SAP, Salesforce, and Adobe.
Cons of Qualtrics
- Qualtrics can be expensive, especially for small businesses or startups.
- The advanced features and options can be overwhelming for new users.
- It may require time and training to fully utilize all its capabilities.
Personal Opinion
Qualtrics is a powerhouse for enterprise feedback management. It’s best suited for large organizations that need detailed analytics and have the resources to invest in and fully utilize its capabilities.
Learn more about Qualtrics.
4. Zendesk
Zendesk offers a complete suite of customer service solutions, including ticketing systems, live chat, and knowledge bases. As part of a roundup of customer feedback management software tools, Zendesk provides customer satisfaction surveys and in-depth reporting tools for feedback collection and analysis.
User Interface and Experience
The interface is clean and user-friendly, designed to streamline customer interactions and feedback collection.
Pricing
Pricing for Zendesk starts at $19 per agent per month up to $115 per agent per month, with advanced plans providing more features at higher costs.
Integrations
Zendesk integrates with many tools, such as Salesforce, Slack, and Google Analytics, enhancing its functionality within your tech stack.
Customer Support / Customer Satisfaction
Zendesk is praised for its customer support, 24/7 assistance, and rich resource library.
Pros of Zendesk
- Comprehensive customer service tools
- User-friendly interface
- Scalable pricing options
Cons of Zendesk
- Higher-tier plans can be expensive
- Zendesk can be time-consuming and difficult to set up and configure, requiring more technical expertise.
- Zendesk offers a wide range of features that can be overwhelming for users who need only basic feedback and bug-tracking tools, unlike Usersnap which is more straightforward and specialized.
Personal Opinion
Zendesk is perfect for businesses that prioritize customer support and want to incorporate feedback management into their existing customer service workflows.
Get started with Zendesk.
5. Medallia
Medallia specializes in real-time feedback collection across various customer touchpoints, helping businesses gather comprehensive insights into customer experiences. It excels in managing feedback from these touchpoints by capturing user sentiment, categorizing and prioritizing feedback, and providing impact-first roadmaps. Its advanced analytics provide predictive insights, enabling you to anticipate customer needs and behaviors.
User Interface and Experience
The interface is designed for enterprise use, offering powerful features that require training to be used effectively.
Pricing
Medallia’s pricing is bases on something called the Experience Data Record (EDR), making it easy and fair for you to gather all the data you need.
An EDR includes all the information from one interaction between a customer (or employee) and your company.
This flexible pricing model allows you to get the data you need without extra costs for collecting more information.
Integrations
Medallia integrates with CRM systems, social media platforms, and other enterprise tools, providing a comprehensive feedback ecosystem.
Customer Support / Customer Satisfaction
The platform is well-supported, with dedicated customer success teams and a wealth of online resources.
Pros of Medallia
- Real-time feedback collection
- Advanced analytics for predictive insights
- Seamlessly integrates with CRM systems and social media platforms
Cons of Medallia
- It can be expensive for small businesses
- Complex setup and configuration
- Medallia has a steep learning curve and requires significant training to use effectively, whereas Usersnap is more user-friendly and easier to get started with.
Personal Opinion
Medallia best suits large enterprises with deep customer insights and comprehensive feedback management.
Explore Medallia more!
People know Typeform for its engaging and interactive surveys, designed to be conversational and easy to complete. It is highly effective in collecting user feedback through these engaging surveys. It offers a range of customization options and templates to create visually appealing feedback forms.
User Interface and Experience
Typeform’s interface is highly user-friendly and designed to create attractive and engaging surveys without requiring extensive technical knowledge.
Pricing
Plans and pricing start at $25 per month and go up to $83 per month, with more advanced features available in higher-tier plans.
Integrations
Typeform integrates with popular tools like Zapier, Slack, and Google Sheets, enabling smooth data transfer and workflow automation.
Customer Support / Customer Satisfaction
Typeform provides extensive support through a help center, community forum, and direct support channels.
- Engaging and interactive surveys
- Easy to customize with templates
- User-friendly interface
- It can be pricey for advanced features
- Limited reporting and analysis tools
- Not ideal for very large-scale surveys
Personal Opinion
Typeform is ideal for businesses that value engaging, user-friendly surveys and need an intuitive tool to collect feedback creatively with long-form surveys.
Try Typeform today!
7. UserVoice
UserVoice focuses on customer feedback and product management. It allows users to submit and vote on ideas, helping prioritize feature requests and improvements. The platform also includes tools for collecting detailed feedback and conducting customer satisfaction surveys. Additionally, UserVoice helps in collecting and managing product feedback from customers to create better products.
User Interface and Experience
The interface is designed to be straightforward and focused on usability, making it easy for users to submit and manage feedback.
Pricing
UserVoice’s plan and pricing start at $699 per month to custom pricing. It reflects its focus on mid-sized to large businesses.
Integrations
The platform integrates with CRM systems, development tools like Jira, and collaboration tools like Slack.
Customer Support / Customer Satisfaction
UserVoice is known for its strong customer support, extensive documentation, and responsive support teams.
Pros of UserVoice
- Great for collecting and prioritizing customer feedback
- Users can submit and vote on ideas
- Integrates well with CRM systems and development tools like Jira
Cons of UserVoice
- Expensive for small businesses
- Limited customization options
- Basic reporting and analytics features
Personal Opinion
UserVoice is a powerful tool for product teams needing detailed feedback management and integration with their development processes.
Discover UserVoice now!
8. Hotjar
Hotjar provides visual insights into user behavior through heatmaps and session recordings. It also offers feedback surveys that can be placed directly on your website.
User Interface and Experience
The interface is intuitive and designed for easy access to visual data and feedback.
Pricing
Hotjar’s pricing offers a free basic plan, and paid plans with additional features and increased data storage start at $39 per month up to $171 per month.
Integrations
Integrates with platforms like WordPress, Shopify, and Google Analytics, enhancing its usability for different websites.
Customer Support / Customer Satisfaction
Hotjar offers solid customer support through detailed analysis guides, webinars, and a responsive support team.
Pros of Hotjar
- Provides visual insights with heatmaps and session recordings
- Affordable pricing for small businesses
- Integrates well with platforms like WordPress and Shopify
Cons of Hotjar
- Limited advanced features on lower-tier plans
- Data storage limits can be restrictive
- Basic survey and feedback tools compared to specialized platforms
Personal Opinion
Hotjar is perfect for businesses looking for visual insights into user behavior combined with simple feedback tools.
Try Hotjar today!
9. HubSpot Feedback Surveys
HubSpot Feedback Surveys are part of the HubSpot ecosystem, offering tools for collecting Net Promoter Score (NPS), customer satisfaction (CSAT), and support ticket feedback.
User Interface and Experience
The interface is clean and integrates seamlessly with other HubSpot tools, providing a unified experience.
Pricing
Feedback tools are included in HubSpot’s Service Hub, starting at $45 per month. Additional features are available in higher-tier plans.
Integrations
Integrates natively with the HubSpot CRM, marketing, and sales tools, providing a comprehensive suite for customer management.
Customer Support / Customer Satisfaction
HubSpot is known for excellent customer support, including extensive online resources, training, and a responsive support team.
Pros of HubSpot Feedback Surveys
- Seamless integration with the HubSpot ecosystem
- Comprehensive tools for NPS, CSAT, and support feedback
- Excellent customer support and resources
Cons of HubSpot Feedback Surveys
- It can be expensive for advanced features
- Primarily suited for users already using HubSpot
- Learning curve for new users unfamiliar with HubSpot tools
Personal Opinion
HubSpot Feedback Surveys are best for businesses already using HubSpot products, providing an integrated and powerful feedback management solution.
Explore more HubSpot today!
Google Forms is a simple and free tool for creating surveys and collecting feedback. It includes basic features like question branching and response validation, making it easy to create functional surveys quickly.
User Interface and Experience
The interface is simple and easy to use, making it accessible for users with minimal technical knowledge.
Pricing
Google Forms price is completely free to use, regardless of the number of forms you create or responses you receive. There are no costs associated with creating, distributing, or collecting responses from forms.
However, Google Forms is included with Google Workspace, which offers paid plans starting at $6 per user per month and up to $18 per user per month for the Business Plus plan.
Integrations
Integrates seamlessly with other Google Workspace tools, such as Sheets for data analysis.
Customer Support / Customer Satisfaction
As with most free Google tools, online resources and community forums provide the support.
- Free to use for creating, distributing, and collecting responses from forms.
- Simple and intuitive interface, making it easy to create surveys and questionnaires.
- Integrates seamlessly with other Google Workspace tools like Google Sheets for data analysis.
- No limit on the number of forms you can create or responses you can collect.
- Limited advanced features compared to paid survey tools.
- Basic design options may not be sufficient for complex survey needs.
- Support is primarily provided through online resources and community forums, with limited direct support options.
Personal Opinion
Google Forms is ideal for small businesses and teams needing a no-cost, straightforward feedback collection tool.
Use Google Forms for your business.
11. GetFeedback
GetFeedback offers customer experience management tools that focus on collecting feedback through attractive, responsive surveys. It includes features for measuring Net Promoter Score (NPS) and customer satisfaction (CSAT).
User Interface and Experience
The interface is user-friendly, with a focus on creating visually appealing and responsive surveys.
Pricing
GetFeedback’s pricing starts at $50 per month, with higher-tier plans offering more advanced features and integrations.
Integrations
Integrates with Salesforce, making it a strong choice for businesses already using Salesforce CRM.
Customer Support / Customer Satisfaction
GetFeedback provides good customer support, including a help center, webinars, and direct support options.
Pros of GetFeedback
- Offers customer experience management tools for creating attractive and responsive surveys.
- User-friendly interface makes it easy to design visually appealing surveys.
- Integrates well with Salesforce CRM, enhancing its usability for businesses already using Salesforce.
- Provides good customer support, including a help center, webinars, and direct support options.
Cons of GetFeedback
- It can be expensive for small businesses, especially compared to other survey tools.
- Limited features on lower-tier plans may not meet the needs of larger organizations.
- The steeper learning curve for advanced customization and configuration.
Personal Opinion
GetFeedback is a great choice for businesses using Salesforce, offering seamless integration and powerful feedback tool.
Explore GetFeedback now.
Comparison Table
See the table below for a side-by-side comparison of each feedback management tool. When choosing customer feedback tools, consider the features offered, such as NPS surveys, website pop-ups, in-app feedback widgets, and user interface customizability, as well as how they integrate with your existing business systems.
| Tool | Main Features | Pricing | Integrations | Customer Support | Overall Rating |
| Usersnap | Visual feedback, issue tracking | From $49/month | Slack, Trello, Jira | Excellent | 4.7/5 |
| SurveyMonkey | Advanced survey tools | From $25/month | Salesforce, Mailchimp | Very Good | 4.3/5 |
| Qualtrics | Enterprise feedback management | Custom | SAP, Salesforce, Adobe | Excellent | 4.6/5 |
| Zendesk | Customer service tools | From $19/month | Salesforce, Slack | Excellent | 4.4/5 |
| Medallia | Real-time feedback, analytics | Custom | CRM systems, social media | Excellent | 4.5/5 |
| Typeform | Engaging surveys | From $25/month | Zapier, Slack, Sheets | Very Good | 4.2/5 |
| UserVoice | Product management feedback | From $699/month | CRM, Jira, Slack | Excellent | 4.3/5 |
| Hotjar | Heatmaps, session recordings | From $39/month | WordPress, Shopify | Very Good | 4.3/5 |
| HubSpot Feedback Surveys | NPS, CSAT surveys | From $45/month | HubSpot CRM, sales tools | Excellent | 4.5/5 |
| Google Forms | Basic survey tool | Free | Google Workspace | Limited | 4.0/5 |
| GetFeedback | Customer feedback, NPS | From $50/month | Salesforce | Very Good | 4.3/5 |
After exploring the detailed comparison of each feedback management tool, it’s clear that there are many options available to suit different business needs.
The comparison table provides a quick reference to help you make an informed decision based on factors like features, pricing, integrations, and customer loyalty.
Take the time to evaluate your specific requirements and consider starting with a free trial or demo to find the best fit for your organization’s feedback strategy.
Additional Resources on Collecting Feedback
For readers interested in delving deeper into the topic of collecting feedback, here are some additional resources to explore:
These resources offer valuable insights and actionable advice for optimizing your feedback management strategy and enhancing customer satisfaction.
Conclusion
Choosing the right feedback management tool can significantly impact your customer feedback strategy and overall product success. Each tool discussed here offers unique features and benefits tailored to different business needs.
Evaluate your specific requirements and consider starting with a free trial or demo to find the best fit for your organization.
Ready to enhance your feedback strategy? Start exploring these top feedback management tools today and take your customer insights to the next level. Start your feedback journey with Usersnap!
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.
