Customer feedback software is becoming increasingly important for businesses of all sizes that strive to maintain a customer-centric approach. In today's world, customers are the lifeline of any company. Understanding their needs and preferences is critical to driving customer satisfaction and identifying opportunities for product development.
For SaaS businesses, in particular, customer feedback can be quickly translated into product development, making it a crucial element in their growth strategy. That's why customer feedback tools are so essential. These tools improve the feedback collection process, transforming raw data into actionable insights that can help deliver a better customer experience.
In this article, we'll explore some of the best software available in the market for collecting and analyzing customer feedback. But let’s start with the basics, shall we?
What is customer feedback and why is it important?
Customer feedback is simply any information provided by customers about their experiences with your products, services, or even interactions. It can take many forms, including surveys, reviews, social media comments, and more.
Collecting and analyzing customer feedback can provide valuable insights into customer preferences, pain points, and satisfaction levels. You can use this data to improve your products and services and create a better overall experience.
How Can You Choose the Right Customer Feedback Tool?
Choosing the right customer feedback tool can be a daunting task, as there are many options available in the market. But let us make it easy for you.
When selecting what type of tool you should choose, be mindful of your objectives and end goals. Think about how you’d want to involve customers, the kind of feedback you want to get from them, and so forth.
Ease of use
The customer feedback tool you choose should be easy to use for yourself and your customers. The design should be minimal, and intuitive. It shouldn't require a steep learning curve for your team members to work with.
Comes with an Idea Board
When selecting a customer feedback platform, it's important to prioritize gathering and analyzing feedback efficiently. It's best to select a tool that provides a clear and concise view of all the feedback you receive. This allows you to get a high-level view of each feedback, its level of importance, and the ability to dive deeper into specific items to explore other user opinions. An idea board is meant to do this for you.
Choosing between Idea boards and Survey Tools
When it comes to making a choice between idea boards and survey tools, it's important to consider how much weight you place on customer feedback.
Idea boards offer a proactive approach allowing customers to freely share their feedback, engage in conversations, and express their views. This type of tool is ideal for businesses wanting to encourage customers to be more involved in the product journey.
On other hand, survey tools are reactive, and typically involve structured questionnaires and forms that collect feedback about past experiences. While they can be a useful way to gather data, they do have a higher risk of confirmation bias. It’s because close-ended questions can trigger predetermined responses.
Another problem with survey tools is that it becomes manual and mental labor for you to create user stories on their data to populate your backlog. Also, it’s not an ongoing process. You have to design and launch each survey as an individual campaign. And there is no guarantee that you won’t miss doing it sometimes.
Automate the Feedback collection process
When selecting a feedback tool, make sure it automates the collection process and converts feedback into actionable data points. It should provide both the significance and context of each feedback. This means that it should allow you to dive deeply into individual responses for better context. But also give a high-level understanding of the overall demand for your product or service.
The Top 10 Customer Feedback Software in 2023
We have made a list of some of the top customer feedback tools that can help you gather valuable insights from your users.
Naturally, we can't start without mentioning our very own product, FeedBear. We have put in a lot of effort in developing it tool for the last few years, and we're thrilled to share that it has become one of the best customer feedback collection tools available today.
FeedBear is a fantastic alternative to traditional survey tools in the market. It's a centralized platform that simplifies the process of gathering and managing feedback.
The platform comes with intuitive Feedback portals, a Roadmap tool, and a Changelog, making it easy to keep track of everything in one place.
If you're looking for a modern and efficient way to collect, track, and manage customer feedback, then FeedBear might be the perfect solution for you.
With FeedBear, you can be proactive in collecting customer feedback. You can easily promote your feedback portal via links in email signatures, newsletters, or your website, to gather feedback from customers all over.
One of the standout features of FeedBear is its collaborative feedback system. Users can upvote and comment on feedback submitted by other users, driving customer engagement and generating new ideas and feedback.
Our roadmap allows you to keep customers in the loop about your progress on their requests. This is an advantage over surveys, where customers may feel ignored once they share their feedback and then have no clue about what became of it.
The changelog or update section or update section is the perfect way to announce the actions you've taken based on customer feedback. It helps to close the loop so that users know that their feedback has been heard and acted upon.
Our platform is customizable and can be embedded in your website or application easily. It has a modern, user-friendly design with a quick setup and no learning curve.
FeedBear is translated into 10 languages and integrated with popular tools such as Trello, Jira, Intercom, Slack, and Zapier.
The platform is extremely affordable, starting at just $29 per month.
FeedBear is an excellent investment for any customer support, user research, or product team looking to collect and manage customer feedback, prioritize feature requests, understand customer needs, and keep customers engaged. It offers all the features you need at a reasonable price point, making it a top choice for businesses of all sizes.
Mopinion is a passive customer feedback survey tool. It mainly provides customizable feedback forms and widgets to collect feedback from different channels like websites, emails, and apps.
It works like mini-surveys and helps digital marketers to improve their customers' experience and overall satisfaction. It’s a decent option for all digital marketing enterprises interested in gathering feedback from a marketing perspective. It offers customization of forms and surveys and provides various feedback metrics like NPS, CGR, etc. You can use these features and metrics to get a clarity on your customers' needs.
Mopinion for Emails: It provides feedback tools like surveys and forms to be used in emails.
Mopinion for Websites: It provides surveys, feedback forms, and other feedback tools for websites to understand user engagement, conversations, and overall context.
Mopinion for Apps: This one provides in-app insights by collecting feedback with the help of SDKs.
Feedback Metrics: Mopinion comes with a range of feedback metrics such as Customer Effort Score, NPS, GCR, and Customer Satisfaction, among others.
Integrations: It integrates with your common CRM tools, web analytics, project management software, A/B testing platform, and communication tools including Slack, Google Analytics, and Jira Software.
Technology: Mopinion provides a fully-managed cloud-based architecture.
Insights & Actions: The software offers data visualization and action management tools that assist in collaboration, engagement, text & sentiment analysis, reporting, and more.
Mopinion has two pricing options available to fit your needs - the Standard and Enterprise plans.
The Standard plan starts at $329 per month, billed monthly or annually, and includes real-time insights for Mopinion's Websites, Emails, and Apps. You can select your channels and volume for each channel, but the Standard plan has a monthly pageview limit of 500,000. However, if you need more than that, you can opt for the unlimited option.
For larger organizations with more complex requirements, the Enterprise plan offers advanced features like White Label, Single Sign-On, Custom Data Processing Agreement, Own Domain, Personal Onboarding, and Bespoke Training Services. Since this plan is tailored to your specific needs, the pricing is custom and requires a chat with the Mopinion team to determine your needs and create a personalized pricing plan.
Survicate is a multi-channel survey tool that helps businesses to get feedback and insights from their customers. It offers various solutions for collecting feedback from the website, email, and other channels through customer satisfaction surveys, to help users in customer research.
Customer Feedback: Survicate allows you to create customized surveys and forms that help them get valuable feedback from their customers.
Customer Satisfaction Metrics: It offers various feedback metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) that help businesses measure their customer satisfaction levels.
Integrations: It integrates with various CRM tools, analytics tools, and project management software, including Salesforce, Hubspot, Google Analytics, Slack, Trello, and more.
Targeted Surveys: Users can target specific customer segments with surveys and forms to get more relevant feedback and insights.
Advanced Reporting: It provides reporting and data visualization tools to help users analyze customer feedback and insights.
Email and Web Surveys: Survicate helps users create email and web surveys to get feedback from customers through multiple channels.
Survicate offers a free plan with basic features like limited responses and access to a limited number of surveys and forms. Its paid plans come with additional features such as advanced targeting, integrations with other tools, and more response options. The pricing might be a bit expensive for SMBs, but the tool's advanced features can be useful for larger organizations.
Feedback Starter: $99 per month
Advanced Researcher: $149 per month
Feedback Automation: $199 per month
Team Insights: $299 per month
Qualaroo is another customer feedback tool for website surveys and user-behavior insights. It offers AI-powered analytics and reports that help you understand the action and behavior of users on your website. It’s a very suitable tool for e-commerce stores. Its surveys and forms can be triggered at specific times when a visitor leaves a page or abandons a shopping cart.
Qualaroo provides solutions for customer experience management, growing website leads, survey software, NPS, and product feedback.
Templates: Pre-built templates for UX questions, customer effort scores, and more to save time and ensure consistency.
Analysis: Sentiment analysis powered by IBM Watson.
Insights: Nudge for prototypes to provide better user insights into the design process.
Surveys: Exit intent surveys, confirmation page surveys, and A/B testing to understand user intent and behavior.
NPS: Net Promoter Score to measure customer satisfaction and overall brand perception.
Integration: Integrates with popular tools like Salesforce, Slack, HubSpot, and Google Analytics.
Suitable For: Small, medium, and large businesses.
Qualaroo offers three pricing plans: Essentials ($99/month), Premium ($199/month), and Business (custom pricing).
Essentials include unlimited Nudges™, targeting, templates for NPS, CSAT, CES, and more.
Premium adds a mobile app SDK, exit survey, basic integrations, and up to two domains with 200k tracked pageviews.
Business is tailored to your specific needs, with unlimited domains, tracked pageviews, advanced targeting, integrations, sentiment analysis, APIs, SAML, SSO, and more.
It starts at $299/month, and you'll get a dedicated success manager.
There is also a 15-day free trial available for anyone who signs up.
Typeform is an interactive form-building survey tool in our list. Unlike others, it comes with a minimal design and lets you create custom forms, surveys, and quizzes with a user-friendly interface.
It provides visually appealing templates that can be easily customized to suit your specific needs. Typeform offers a big library of templates, along with high-level reports to help you analyze and interpret your data easily.
No-code: Drag-and-drop interface for easy form creation without coding skills.
Templates: Customizable templates and themes to create professional-looking forms aligned with branding.
Multimedia: Ability to add multimedia elements for more engaging and visually appealing forms.
Logic: Advanced question branching and logic for personalized and relevant forms.
Analytics: Real-time analytics and reporting for data-driven decisions and form optimization.
Integrations: Integrate natively with more than 500 popular apps and services for streamlined workflow and data collection.
Responsiveness: Mobile-responsive forms for a seamless experience on any device, increasing accessibility and completion rates.
Typeform offers three pricing plans - Basic, Plus, and Business - based on the features and services required by your business.
The Basic plan costs $29 per month and includes 100 responses per month.
The Plus plan costs $59 per month and includes 1,000 responses per month, 3 users, custom domains and templates, and other advanced features.
The Business plan comes for $99 per month and includes 10,000 responses per month, 5 users, all the features in the Plus plan along with extra features and integrations for important platforms like Salesforce, Google Analytics, Google Tag Manager, Facebook pixel, and many more.
6. Zonka Feedback
Zonka Feedback is a multi-channel survey toolkit for collecting customer feedback. It’s claimed to be designed for businesses of all sizes. It's user-friendly and comes with a lot of features to collect feedback from multiple channels and measure customer experience metrics with NPS, CES, and CSAT surveys.
CX Metrics with NPS, CES, and CSAT Surveys: Zonka allows you to measure customer experience metrics with NPS, CES, and CSAT surveys. This feature provides a quantitative way to track customer satisfaction and identify areas for improvement.
Multichannel Feedback Tool for Offline, Email, SMS, Website, and QR Code: It offers a multichannel feedback tool that allows you to collect feedback from multiple channels, including offline, email, SMS, website, and QR code.
Multi-location Feedback with Location-based Reports: The platform provides location-based reports to analyze feedback data across multiple locations.
Customer Agent Feedback and Reporting: Zonka helps collect feedback from customers about their interactions with customer service agents. It’s a good feature that helps businesses to find areas for improvement in their customer service operations.
Detailed Feedback Analysis with Filters: Its analytics offer a detailed feedback analysis tool to filter feedback data by date range, location, survey, and more.
One-touch Integrations and APIs for Workflow Creation: Zonka provides one-touch integrations and APIs for workflow creation, allowing businesses to connect with their workflow apps and automate the feedback processes.
The platform comes with a lot of pricing plans trying to fit the needs of different user types. The very basic online Survey & CX plan starts at $79 per month and includes features like unlimited surveys and questions, multichannel feedback, and detailed feedback analysis.
The upper-tier plans offer additional features like location-based reports, customer agent feedback and reporting, and API access. Custom pricing plans are also available for enterprise customers.
UseResponse is an all-in-one customer support + feedback tool that provides solutions for customer feedback through an idea board, a help desk, a knowledge center, and live chat.
It is designed for experienced users familiar with customer support systems and who want to involve customers in the decision-making process. Unlike most feedback tools that use surveys, UseResponse provides a customer feedback portal or an idea board with the ability to have an ongoing feedback process.
It lets you collect feedback, ideas, and questions in real-time through public feedback collection systems and also through private feedback communities for internal teams.
Public feedback collection system: UseResponse allows you to create a public feedback portal where customers can submit their feedback, ideas, and questions. This feature provides a platform for customers to share their thoughts, and it also helps businesses to understand their customers better.
Private feedback community for teams: It lets you create a private feedback community where teams can collaborate and discuss customer feedback. This feature provides a centralized location for teams to manage feedback and prioritize tasks.
SSO login for better security: It offers Single Sign-On (SSO) login to improve security and streamline the login process. This feature allows users to sign in with their existing credentials, such as Google, Facebook, or Microsoft.
Smart content moderation tool: UseResponse includes a smart content moderation tool that can automatically detect and remove inappropriate or spammy content. This feature helps businesses to maintain a high standard of content quality and protects them from malicious content.
Trigger automatization of routine feedback processing: The platform allows you to automate routine feedback processing tasks, such as assigning tasks to specific team members, sending follow-up emails, and updating statuses. This feature saves time and streamlines the feedback processing workflow.
Use response allows you to try all their solutions for free but it's a pretty expensive feedback software. If you only opt for the Feedback solution, you have to pay for at least 2 seats costing $149/month in total. But if you want all the options i.e. feedback solution, helpdesk+live chat, and knowledge base tool, you'll be paying $200/month for 2 seats!
Refiner.io is another user feedback and customer survey solution claimed to be tailored for SaaS companies. It offers a variety of features designed to help track customer satisfaction metrics, profile users, and research what to build next. Below are the key features of Refiner.io:
In-app Survey Widgets for Web and Mobile: Refiner lets you create fully customizable micro surveys that can be launched in-app (web & mobile) or on your website, sent by email, or shared with a link. This feature provides a seamless and unobtrusive way to gather user feedback and insights.
Survey Links & Email Surveys: Refiner allows you to send surveys via email, or generate a survey link that can be shared on any platform. This makes it easy to reach out to your users and collect valuable feedback.
User segmentation: With Refiner, you can segment your users based on specific criteria such as user behavior, demographics, or other attributes. This allows you to create targeted surveys for specific groups of users and gain deeper insights into their needs and preferences.
3rd Party Integrations: Refiner integrates with a range of third-party tools, including Segment, Zapier, Make, Google Sheets, and Customer.io. This makes it easy to push responses to your favorite tools in real-time and streamline your workflow.
Customizable reporting dashboards: Refiner offers customizable analytics dashboards that allow you to track customer satisfaction metrics such as NPS, CSAT, and CES. You can also filter data by user segment, date range, and other criteria to gain deeper insights into your users' behavior and preferences.
Refiner.io offers mainly two pricing plans, starting from $99 per month for the Essentials plan, which includes up to 5000 monthly active users.
The Growth plan starts at $239 per month with a base of 5000 active users but unlimited dashboards, webhooks, REST API, native integrations for HubSpot and Salesforce, and other user data integration features.
The team also offers a custom Enterprise plan for companies with specific needs.
SurveySparrow is an all-in-one experience management platform that specializes in surveys.
The company offers various products like Enterprise Survey Software, Offline Surveys, 360° Assessment, and Chatbots.
It allows users to create highly engaging and user-friendly surveys. Although the customization options are limited, the team makes up for it by providing multiple templates making it a good choice for creating surveys.
Key FeaturesMulti-language surveys to cater to a diverse audience
Conversational Surveys: SurveySparrow offers conversational surveys, including chat surveys, conversational forms, NPS surveys, offline surveys, and 360 feedback surveys, that bring 40% higher response rates.
360 Reviews: Measure employee performance with custom assessment reports for each employee to help them grow and enhance their productivity.
Offline Surveys: Use the offline survey app to collect data even without internet access.
Multi-Language Surveys: Collect feedback from around the world in any language using multilingual surveys, allowing respondents to choose their preferred language from the dropdown.
Executive Dashboard: Create insightful dashboards with multiple chart types, including vertical bar chart, horizontal bar chart, stacked chart, journey chart, and line chart, to visualize survey data and share it with team members as a clickable link.
Case Management: Convert all survey responses into tickets, track feedback, and close the feedback loop with automated tickets that can be assigned, prioritized, and tracked in real-time.
Bell Curve: Analyze the average score of your subjects concerning competencies and help them with a personal development plan to focus on the areas where they need improvement.
Conditional Logic Branching: Build smart surveys with skip logic to avoid irrelevant questions based on conditions you set, display logic to preview only relevant questions, and personalize with Question Piping and contact params & variables.
White-Label Surveys: Maintain brand identity by white-labeling your surveys with custom CSS styling, using a custom domain to share surveys, and customizing email surveys to establish trust with respondents.
Omnichannel Feedback Collection: Collect feedback at every touchpoint by sharing surveys via email, social media, web links, embedded options, scannable QR codes, and email embeds. Measure employee pulse using Slack share and collect data in kiosk mode without internet access.
SurveySparrow’s starting price is $19 per month. This plan includes features like 500 responses/month, 1500 emails/month, 10000 contacts, etc.
Higher-tier plans with additional features and capabilities are available, including the ability to create offline surveys and 360° assessments.
The platform also offers a free trial for users who want to try out the platform before committing to a subscription.
Feedier is a survey-based comprehensive customer experience management solution. It’s aimed at businesses of all sizes wanting to collect feedback from customers, analyze data, and convert it into visually actionable insights.
It allows you to collect feedback using forms through channels like text messages and emails. It then organizes the feedback collected from various touchpoints and provides intuitive charts and compelling insights to help businesses make informed decisions.
Collect & Organize: Collects and organizes feedback from various sources for better understanding.
Insights: Generates compelling reports and insights to understand complex data
Improve Experience: Helps in improving customer experience by analyzing customer intent through individual feedback reports, action workflow, and more.
Secure: Provides full compliance and data security as it is GDPR compliant.
Solutions: Includes a bundle of solutions like NPS, VoC, customer journey mapping, live-feedback alerts, and many more.
Suitable For: Small, mid-size & large enterprises, and freelancers.
Feedier has a user-friendly dashboard that allows you to analyze the most used keywords in your responses, correlation matrix, user stories, NPS, and more.
It is a GDPR-compliant platform that ensures data security. In short, Feedier offers a bundle of solutions like NPS, VoC, customer journey mapping, live-feedback alerts, and many more, making it a very comprehensive survey tool to work with feedback.
Feedier’s pricing is not publicly available. You have to contact the sales team to get a demo and quotation.
There are a ton of feedback and survey tools available in the market with so many features we can’t simply cover in a single article. That’s why after a lot of research, we’ve narrowed these down to the top 10 tools best for the job.
You have to choose the right one by playing smart and thinking it through. Be clear about what is it that you want to achieve with feedback. How do you want to use it? Understand your purpose! Then make a choice.
Customers today value nothing more than their time. If you want them to spend it by sharing their opinion and feedback, you should also offer something in return. A mere thank you note, or a bag of cookies won’t do the trick anymore. But what will work is to keep them updated about how you utilized their feedback!
This is why we designed FeedBear to work as an interactive community-like feedback and ideas portal. A place where customers cannot simply be asked to give a close-ended answer but encourages them to discuss, debate, and validate ideas submitted by anyone.
With FeedBear, customers can always look at your plans and develop a sense of loyalty when you listen to their opinions and tag them along the journey.
If you're looking for a tool that goes beyond the traditional survey format, allows for open-ended feedback, helps you generate ideas, is ongoing, and involves your customers throughout your product life cycle, then FeedBear is perfect for you.
It lets customers share their ideas, give feedback, and discuss their opinions with other users. Plus, with feature request voting and commenting, you can easily prioritize your product roadmap and make data-driven decisions. To close the feedback loop, you can use its changelog feature to inform customers and other stakeholders when something goes live.
On the other hand, if you're looking for a more traditional survey tool, we'll recommend Typeform & Mopinion. They are easy to use, have some nice features and you can create beautiful forms to share with your customers on different channels.
If you’re interested in FeedBear, you can try it free for 14 days. No credit card is required.