In dreams of building a scalable product that resolves a major paint-point, countless entrepreneurs have tried launching a SaaS application in the past few years. A few months and lots of money down the line, they realize that launching a SaaS business is anything but easy.
It takes a ton of hard work, patience, the right product-market fit, and among other things, listening to your customers. Their feedback is often what makes or breaks a product as one of the only things that matter is how well a product solves a certain problem.
There are plenty of ways to get feedback from your customers - their emails, social media posts and messages, phone calls, and more. However, there’s an even easier way - using a SaaS feedback tool.
Here are some of the very best SaaS feedback tools out there and how you can use them for your product.
Different types of feedback management software
Not all feedback is the same. Depending on the goal you want to achieve, you want to use different tools. While some feedback tools collect the information on their own, others will require you to be more actively involved in the feedback collection process.
Therefore, how much you have to work for the feedback and what kind of feedback you will get will largely depend on the tool you choose. Here is a classification of feedback tools and what they’re best used for.
Voice of the customer tools
These are tools that let you collect feedback directly from your customers through feedback boards, feature requests and feedback forms, emails, and various other ways. You can use them to actively collect feedback by sending out emails or passively, by giving users feedback boards where they can share their opinions. Given their versatility, this is the most useful group of feedback tools.
Visual feedback tools
These tools let your customers add visual cues for your product team so they know exactly what to fix. For this purpose, they mostly use annotated screenshots.
Online survey tools
These apps let you collect feedback in the form of surveys. This is a great method to capture quantitative feedback but you have to do some outreach to get the surveys in front of your customers.
NPS tools have one major purpose - calculating your Net Promoter Score. This is another quantitative method that can help you draw some conclusions, but it doesn’t work for collecting qualitative feedback and feature requests.
Widgets for surveys and feedback
These are apps that function as widgets on your site and let your visitors easily state how they feel about your product or website.
User experience testing tools
These apps collect feedback on their own based on how your customers interact with your website. These will tell you about user behavior on your website.
We’ll cover examples of each of these types in a minute. But first…
Key features of feedback management software
Key features of feedback management software
No matter the type of tool, all feedback management software should share a few common traits to be useful for your product, sales, and marketing teams. Here are the most important features that all good feedback management software should have.
- Easy to use and set up (both for your customers and your own team)
- Integrates well with your existing tool stack (landing page builder, email marketing software
- Lets you collect quantitative and qualitative feedback
- Lets your customers, vote and comment
- Effectively ties the feedback loop (lets your customers know when you take action regarding the feedback they left)
These are some of the most important features that every feedback management software should have.
Best customer feedback tools for 2022
Here are the very best feedback tools you need to check out in 2022, sorted according to the classification mentioned above.
Voice of the customer tools
If you’re looking for the one tool that makes it easy to capture feedback from your customers, communicate with them, and keep them updated about your progress, FeedBear is the right tool for the job.
Once you choose the features you want to build, you can move them from your feedback board to your roadmap which can be public or private. As requests move from different stages, everyone who left a comment or an upvote (or creates a request) gets notified about this change through email.
Last but not least, you can easily document everything using a changelog.
FeedBear is ideal for SaaS businesses that want to stay connected to their customers and collect and manage feedback in an easy way. At just $49 per month for all the features, it’s also a great deal for businesses of all sizes. Sign up today to get started!
One of the most popular choices out there, Uservoice has been around for a good while. It’s been praised for the ease of organizing the feedback and allowing the customers to vote on feature requests.
Geared towards more enterprise users, Uservoice makes it effortless to categorize, tag, and manage a large number of feature requests at once. Customers can vote on new requests and instantly get notified as their feature goes live.
Despite having overwhelmingly positive reviews, the biggest issue with Uservoice is the cost. Pricing isn’t available on the company website, but the most basic plan will set you back $499 per month. You’ll also have to pay extra for features such as custom domain, which come by default in more affordable options such as FeedBear.
There is no doubt what this tool is all about - it’s meant for upvoting features. One of the nice things about Feature Upvote is that it lets you centralize the way you collect your feedback. Users add their input on a feedback board, along with their own team members.
On the feedback board, everyone can discuss and upvote feature requests. Depending on the votes and your own criteria, you get to determine what you want to do with a feature request and everyone involved in the process gets notified as you do so.
The biggest issue? Feature Upvote doesn’t have a roadmap feature which would be the ideal extension of a feedback board. Unfortunately, you have to resort to building a roadmap in some other tool.
It costs $99 per board per month, which could be justified if you had the roadmap option. As it is, it’s an incredibly expensive alternative to other tools on this list. For example, FeedBear costs ⅓ of the price and has significantly more features, including road mapping and an unlimited number of boards.
Visual feedback tools
If you’re looking at Usersnap for the first time, it may be too much to comprehend at once. If you take a look under the hood, Usersnap has a variety of great features for customer feedback that makes it easy to collect feedback in many different ways.
One standout feature is the ability to capture feedback and report bugs using annotations and screenshots. Customers can tell their own stories by taking a screenshot on your website and leaving annotations for things they’d like to see fixed.
On top of that, they can also record videos of themselves going through the website/product and talking about the bugs or features they want to be developed. It’s a great way to get 1:1 time with your customers and replace many different tools in one.
It also includes a variety of surveys, such as NPS, CSAT, CES, and others. The Basic plan is $9 per month and it really won’t be enough for any product team so you’ll have to spend $69 per month for the Startup plan.
While other tools on this list are like Swiss army knives, Instabug is a razor - built to do one task really well. This is an app you want to use for your mobile app, to allow your customers to report bugs, either during development or once your app goes live.
With a few clicks, customers can report bugs with annotations, screenshots, and comments. You can also reply back to your customers directly within the app for that superior feedback loop.
Since it’s a specialized tool, the price tag for the basic plan at $149 per month may seem a bit steep compared to other apps on this list. However, if your mobile app is critical for your business, this may be just what the doctor ordered.
Just like Instabug, Saber Feedback is a highly specialized tool built for one thing - giving you a feedback button. That’s precisely what it does - it allows you to add a feedback button on your website. Once a customer presses it, they can leave feedback about a specific aspect of your website or app.
You don’t have to worry about coming up with the right questions. You can add feedback forms to your button so customers know what to report and which data to include. Speaking of which, they can also add screenshots to their feedback with ease.
Getting Saber on your website will cost you $49, which is a good deal, considering that you get unlimited page views and unlimited feedback entries. However, it has a pretty limited use case, so keep that in mind before pulling the trigger.
Online survey tools
If you’ve ever run into a survey or a form that just looks beautiful, there’s a high chance that it was created in Typeform. This versatile tool offers a range of tools for collecting feedback, including surveys, polls, and forms, as well as marketing tools such as tests and quizzes.
Typeform lets you create stunning feedback surveys easily and show them on your website or promote them in your emails. To get started, you can use some of its many templates, including new product feedback surveys, 360-degree feedback forms, and many, many others.
Typeform will set you back $83 per month, which gives you access to 10,000 responses. This is a pretty good deal, especially if you intend to use the marketing aspect of the tool as well.
Probably the best-known survey tool in the business, Surveymonkey was founded in 1999, when most people had no idea of what SaaS meant and what it would become.
One of the ways it gained its popularity is through the variety of products it offers.
Some of the many types of surveys you can use include product feedback surveys, market research surveys, NPS surveys, marketing surveys, and many others.
The most affordable plan starts at 30EUR/user/month, which gives you access to a variety of features and 10,000 annual responses. This may seem like a lot, but Typeform is cheaper, more flexible, looks better, and gives you more responses per month. If you use surveys for more than customer feedback, it could be a good deal for you.
Unlike a previous couple of entries, Survicate is built with one purpose only - to create customer feedback surveys and it does it fairly well. You can choose from product feedback surveys, NPS surveys, CSAT and CES, Likert scale surveys, and many others.
The large variety of surveys is a great aspect of Survicate, and once you add many placement options (website, product, mobile app, emails), it makes for an attractive offer for businesses looking for a versatile feedback tool.
It looks great and integrates with a lot of useful software too. The entry plan is $65 per month which isn’t a whole lot, and it gives you 250 responses, which also isn’t a whole lot. If budget is your main concern, look elsewhere.
This tool does a lot of things in terms of collecting customer experience. In terms of feedback, it can be used for NPS, CSAT, and CES scores.
It allows you to send out surveys, but not just one-time or recurring ones. Instead, you can create full campaigns and determine who gets to see your surveys and when. Add your entire user base to Retently and send feedback surveys to everyone or a custom segment of your audience.
While it is powerful, Retently is not cheap. The most affordable plan will run you $224 per month, getting you just 10 survey campaigns per month.
This tool is a good fit for eCommerce website owners and anyone who sells something through their site. For SaaS companies, you’ll be better off checking out something else.
There are plenty of feedback tools within this app to get you started: NPS, CSAT, and CES surveys for one. You can also run product-market fit surveys, 5-star surveys, thumbs up and down surveys, and many others. For each of these, there are templates available to point you in the right direction.
The pricing is a bit different for Delighted - the cheapest plan is $224 paid per year, which gets access for up to 10 members and allows you 10,000 monthly surveys. Overall, a pretty good deal when you consider the monthly price you end up paying. The only downside is that you immediately get locked into an annual plan even if you might end up disliking the product as soon as you start using it.
Widgets for surveys and feedback
This platform allows you to add different types of surveys as part of your app or website. It has the standard bells and whistles: NPS, CSAT, and CES surveys. You can distribute them on a variety of channels, such as your website, mobile app, Intercom, email, or even SMS.
You may be wondering about the pricing. You cannot find it on the InMoment website so you’ll be forced to book a demo or get in touch with sales. However, our research says that plans start at $89 per month, which puts it on par with the competition.
With Hotjar, you don’t have to ask your customer for feedback because they’ll give it to you without even lifting a finger. This is arguably the most popular UX testing tool in the world and for a good reason.
The first exciting aspect of Hotjar is the user session recordings. You can dial down into individual recordings of real customers visiting your website to see what they do. This can reveal gaps in your user interface and experience that you can work on immediately.
Another feature that made Hotjar famous is the heatmaps. These are interactive displays of your pages with the “hotter” colors showing where customers spend more time and “colder” colors displaying parts that don’t get any attention.
Hotjar is incredibly useful and at $31 per month, it’s not that expensive either for what it brings to the table. However, you’ll have to opt for the Business plan (at $79 per month) if you want to capture a meaningful sample size.
Promising to combine qualitative and quantitative feedback into one, Fullstory most closely resembles Hotjar - or the other way around, if you prefer so. They focus on something called “digital experience”, which is essentially Google Analytics on steroids.
You can track all your data in real time, using a dashboard that shows you conversions and visits, as well as errors such as slow and broken pages. You can also visualize the paths that your customers take from the first moment they see your website until they purchase, by using journeys.
Like Hotjar, it lets you record and view user sessions while providing you with a detailed dashboard chock-full of useful data.
The biggest downside is the pricing. Although not publicly available on the website, a variety of sources state that the cheapest plans start at $800 per month, which is more than most companies can stomach for a feedback tool.
Like Hotjar with a twist, Smartlook is a tool that gives you a full overview of what your customers do on your website. It comes packed with user experience-oriented features such as user session recordings, heatmaps, events, and funnels.
You can determine what makes for an event or a funnel and watch as your customers take these paths. Analyze the results of your campaigns and watch exactly where your customers “get stuck” to find bottlenecks in your UX.
The Startup plan begins at 31EUR per month, giving you 5,000 sessions per month, along with 10 heatmaps. It’s enough to get you started and it’s a decent price for a full-fledged UX tool.
Join more than 160,000 users already in love with Mouseflow when you sign up for this user experience tool. Like the previously mentioned competitors, it too records user sessions, allowing you to single out those that have some sort of an issue, such as broken scripts, compatibility issues, rage clicks, and more.
Also, like the competition, it has a pretty useful heatmap tool that functions similarly to Hotjar. It also lets you select custom date ranges and even run split tests. Similarly to Smartlook, you can add events and funnels as well.
The starter plan is a mere 24EUR per month, which gets you 5,000 recordings on one website. The only downside is that your data is stored on Mouseflow’s servers for only 3 months.
Collecting feedback has never been easier than now. Thanks to a variety of different feedback tools, you can choose the kind of goal you want to achieve and along with it, the ideal feedback tool to meet that goal.
Are you looking for that one tool to engage with your customers, create a great feedback culture and close the loop with your requests? Try out FeedBear today and find out why there is no easier way to collect, manage, store and share your feedback!