What is a customer feedback tool? 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.