10 Best Customer Feedback Software in 2023

Jotform is an online form builder solution that allows companies to build and publish online forms and record responses. It's well-suited for collecting customer responses since CX teams can create custom forms with different elements like their drag-and-drop form builder and widgets to gather basic customer data and specific customer feedback based on their needs.

Jotform comes with one free plan and four paid plans. The main difference between the five plans is the number of forms you can create per month, the number of monthly submissions and views, the number of form fields per form, and the number of signed documents you can host.

Other features across their plans include customizable forms, flexible form fields, form views, data storage, and payment submissions. Of all their available plans, the Enterprise plan is the one that’s ideal for enterprise CX teams as it's unlimited, plus it includes priority support, a custom domain, local data residency, and white labeling features. Additionally, businesses will have access to offline forms for on-the-go deals and activities, surveys for feedback and employee performance reviews, multiple-user access, approvals for automated workflows, and conditional logic.

Integrations are available with Dropbox, Google Sheets, Hubspot, Mailchimp, PayPal, Slack, and many other systems.

SurveySparrow’s customer feedback survey platform allows you to create and share customer feedback surveys that are conversational in nature. One of its biggest selling points is the fact that it is the world’s first multi-UI platform that offers both chat-like surveys and conversational forms.

Another key feature of SurveySparrow’s customer feedback survey platform is conditional logic branching. It has display logic and skip logic features, which allow you to enable queries based on the respondent’s previous answers. This ensures that only the most relevant questions are given to the audience according to the way they answer questions. All other irrelevant or unnecessary questions will automatically be hidden away.

SurveySparrow supports recurring surveys as well. It is equipped with a feature that lets you share pulse surveys with your customers automatically, based on a predefined trigger and/or frequency. You can set up the platform as to when and how frequently the pulse surveys must be delivered to respondents. The customer feedback survey tool will take care of the rest automatically.

The diverse question types and the reporting module are features that make this customer feedback survey platform a reasonable option for CX teams. If you’re looking to improve customer experience, then having the ability to create surveys with diverse question types to suit your needs is an advantage.

SurveySparrow costs from $99/month and comes with a 14-day free trial.

Hotjar is a tool that provides insight into how users interact with your website. The tool’s standout feature is heatmaps. This visualizes user behavior on your site by showing where users click, move, and scroll on each page on your website. This is powerful insight you can use to optimize your website experience for the actions you want customers to take.

Hotjar is also effective feedback and survey software. Use the latter to collect feedback as people browse your website. You can even ask people to highlight which parts of the page they like or dislike. If a customer provides negative feedback, you can watch a visit recording to see what went wrong in their session and then optimize any pain points.

Survey features allow you to collect more information. You can use on-site surveys to collect answers from customers in real-time. Or you can create surveys and send them via a link. The tool has an easy-to-use survey builder and plenty of survey templates.

If you want survey and feedback features, pricing starts at $59 per month for 250 monthly responses.

Pricing starts at $178 per month if you need the heatmap and session recording tools.

Intercom is a business messaging app with features for collecting customer feedback. The main product is the chat widget you install on your website or app. You can customize this to provide resources relevant to the page the customer is on. You can also use the widget to collect feedback.

Create rules so that users are automatically asked a question at specific points in the customer journey. For example, if a customer uses a feature three times, you can ask them for their opinion of the feature.

All this happens within your product, so customers provide feedback while the experience is fresh. Another cool way to gather feedback via Intercom is with reactions. You can add these to your knowledge base or help articles to let customers quickly tell you how helpful the article was.

If people consistently say an article wasn’t helpful, consider updating it to provide more useful information. Feedback is just one small part of Intercom’s overall package, which contains a ton of features for sales marketing and customer support teams.

The company doesn’t publicize pricing, but you can ask for a demo on the website.

Pendo is product experience software with analytics and feedback tools. This means you can identify how users interact with your app and then gain feedback to see what they think of the tool. This provides a more rounded understanding of the overall experience.

A cool feature is that you can segment your customers and see the type of feedback each one provides. This is useful because it lets you focus on the feedback provided by higher-value segments. There are also features that update customers to show you are taking their feedback seriously.

Tell them you heard their request and then provide updates about which features are being worked on and delivered. The tool has plenty of features beyond feedback. You can create in-app guides you can use to teach users about your tool. Use it for onboarding or to get customers up-to-date with new features.

Pendo also integrates with many tools used by customer service, success, and product teams such as Jira, Hubspot, and Zendesk.

The tool has a free version for up to 1,000 monthly active users.

Contact the team for information about paid plans.

Gainsight is a customer experience tool that provides insight into how customers use your product. This comes through features that track and analyze app usage, as well as the ability to gather customer feedback. You collect feedback from within your app so you can find out how customers feel about features as they use them.

Creating various customer survey types such as multiple-choice, star-ratings, or free text is easy. You can then deploy these surveys at key moments in the customer journey. It’s possible to target these surveys to segments of users based on product usage, location, or even role at the company.

The most powerful thing about Gainsight is that you can use customer feedback alongside product usage data to get a complete overview of the customer experience. You can identify your tool’s most used features and then create surveys to collect data to optimize these features.

Gainsight doesn’t publicize pricing, but you can contact the team for more information.

You can also sign up for a free trial on the website.

Qualaroo is user feedback software that allows you to collect quick feedback from within your website or app. Customers provide insight in real-time while using your product via an unobtrusive popup.

The tool also has features that allow you to target surveys based on how the customer behaves on your website. For example, you can set the tool up to collect feedback after the customer uses a particular feature. Or you also target people based on their location.

Using the tool is easy, and you can install it on websites, mobile apps, and SaaS platforms. Once set up, it’s easy for your team to create new questions without having to redo the installation process.

Pricing starts at $100 per month for up to 100,000 page views on a single domain.

Contact the company for a product demonstration.

Usersnap is customer feedback software built specifically for SaaS tools. It lets you collect feedback from your app to see what customers think of your tool. Customers can add screenshots to their feedback to provide further information about an issue. For example, if a button doesn’t work, the person providing feedback can highlight it to offer context about the problem.

The feature request board is another useful feature. This lets you track what customers want and then focus your update efforts on these activities. Customers can also see your roadmap and upvote the features they want most. This ensures your dev team only focuses on high-impact activities.

The tool’s drag-and-drop interface makes building surveys easy. There’s also a dashboard that lets you assign feedback to team members to ensure you act on the feedback you receive.

Usersnap integrates with over 50 tools including Asana, Jira, and Intercom.

Pricing starts at $19 per month for the basic plan.

You can grab a free trial of the software via the website.

GetFeedback is a tool that helps you collect feedback at important customer journey touchpoints. It’s easy to set up and get feedback from customers as they navigate your website or app in real-time. The tool offers templates for several types of customer surveys, including CES, CSAT, and NPS.

Each one is fully optimized for both mobile and desktop devices. There are also plenty of targeting features to ensure you ask the right people the right questions. The tool has powerful analytics. It shows all feedback within the dashboard so you can see how it changes over time.

This helps you spot trends and see how improvement efforts are paying off. Another cool feature is open text analysis. This tells you how customers feel without you needing to read every message. It does this by showing how often certain keywords are mentioned.

GetFeedback integrates many tools including Salesforce, Slack, Google Analytics, and SAP. And you can collect feedback via email or SMS.

The tool doesn’t publicize pricing, but you can contact the team for more information.

GatherUp is customer experience software with powerful review and feedback features. It aims to make it easy for businesses to gather customer reviews and maximize the benefit they get from each one.

A typical use case is that you send out a survey after a service interaction. If the customer says they had a positive experience, the tool will ask them to leave a review on one of the platforms that is important to your business. These features help you learn about the customer experience and generate more reviews to increase brand awareness.

The tool also monitors over 50 review platforms for new comments. It alerts you if your business receives a new review so you can use this in your marketing, share it on social media, or embed it on your website.

GatherUp starts at $99 per month per location for up to 3,500 new customers and 3,000 email requests.

You can try the tool for free for 14-days.