20 Best Customer Feedback Software of 2025 : Reviewed & Compared
10 Best Customer Feedback Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Understanding what your customers truly think can feel like solving a puzzle. Customer feedback software makes it easier by collecting, organizing, and analyzing their input, so you can take meaningful action.
In this article, I’ll highlight the best customer feedback software available today. Each tool has been reviewed with CX professionals in mind, ensuring you get the insights you need to improve experiences, build trust, and drive loyalty.
Why Trust Our Reviews
We’ve been testing and reviewing customer feedback software since 2021. As CX professionals ourselves, we know how critical and difficult it is to make the right decision when selecting software.
We invest in deep research to help our audience make better software purchasing decisions. We’ve tested more than 2,000 tools for different customer experience use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & our software review methodology.
10 Best Customer Feedback Software Comparison Chart
This comparison chart summarizes basic details about each of my top customer feedback software selections. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best software for your budget and business needs.
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 |  SurveySparrow SurveySparrow’s customer feedback software allows you to create surveys with diverse question types like rank order, MCQ, and opinion scales. | Best flexible customer surveys with conditional logic branching | 14-day free trial + free plan available | From $19/month | Website |
| 2 |  Product Fruits Allow your users to report feedback in an image or video format for additional context. | Best for its feedback widget and in-app survey feature | 14-day free trial | From $89/month | Website |
| 3 |  Sogolytics Sogolytics' reporting tools offer various formats and visualization options to present data effectively. | Best for custom survey design with question branching | 10-day free trial + free plan available | From $25/month (billed annually) | Website |
| 4 |  Canny Collect feedback from customers and prioritize feature requests in one place with Canny. | Best for tracking customer feedback and feature requests | Free plan available | From $79/month | Website |
| 5 |  Survicate Survicate allows businesses to create feedback forms that can be embedded on websites to collect ongoing visitor insights. | Best for gathering customer insights | 10-day free trial | From $59/month | Website |
| 6 |  LiveAgent The feedback and suggestions panel within LiveAgent allows you to collect feedback from customers directly from your website. | Best for turning feedback into tickets | 30-day free trial | From $15/agent/month (billed annually) | Website |
| 7 |  ReviewFlowz ReviewFlowz collects feedback from multiple platforms so you can gain new insights about your customers' experiences. | Best for SaaS review generation | 14-day free trial available | From $29/month | Website |
| 8 |  Jotform Jotform’s form builder lets CX teams easily create custom forms using different elements and a drag-and-drop builder. | Best customizable digital forms for feedback collection | Free plan available | From $34/month (billed annually) | Website |
| 9 |  Hotjar Customers can provide feedback about specific website features. | Best user analytics tool with feedback & survey features | 15-day free trial + free plan available | From $59/month | Website |
| 10 |  Intercom Reactions are a quick way to see if customers find knowledge base articles useful. | Best business messaging with feedback built in | 14-day free trial | From $74/month (billed annually) | Website |
Best Customer Feedback Software Reviews
Here are brief descriptions of my top 10 customer feedback software solutions that showcase each tool’s best use case and noteworthy features, plus screenshots to give a snapshot of their user interface. I’ve also included 10 additional bonus solutions below if you’d like even more options to consider.
Best flexible customer surveys with conditional logic branching
SurveySparrow is a survey software that caters to businesses looking to gather customer feedback through customizable surveys. It primarily serves marketing teams, customer service departments, and product managers, allowing them to collect, analyze, and act on user feedback effectively. Its core business function is to enable the creation of engaging surveys that can be tailored to specific user needs.
Why I picked SurveySparrow: This tool excels in offering flexible survey options, particularly with its conditional logic branching feature. You can create dynamic surveys that adapt based on respondents' answers, ensuring that each participant only answers the most relevant questions. This improves the user experience and the quality of data collected. Additionally, SurveySparrow provides a conversational user interface that makes surveys more interactive and engaging, setting it apart from traditional survey tools.
Standout features & integrations:
Features include recurring surveys that allow you to collect feedback at regular intervals, survey sharing via multiple channels like email and social media, and real-time reporting that helps you analyze survey data instantly. These features work together to ensure you can effectively reach your audience and gather actionable insights.
Integrations include Slack, Zapier, HubSpot, Intercom, Salesforce, Google Sheets, Mailchimp, Microsoft Teams, Trello, and Asana.
Product Fruits is a user onboarding platform designed for product teams to enhance user engagement through customized onboarding experiences. Its primary users include product managers and customer success teams seeking efficient ways to guide users through their web applications. The tool focuses on onboarding checklists, in-app help, and feedback collection to boost user retention.
Why I picked Product Fruits: Product Fruits enables you to create interactive guides and surveys with conditional logic, allowing your team to tailor the user journey to individual needs. Unique features like AI-driven insights and dynamic personalization set it apart from other solutions. Its straightforward pricing based on monthly active users means you only pay for what you use, without hidden fees. The software's flexibility in offering unlimited seats and domains provides scalability for growing teams.
Standout features & integrations:
Features include onboarding checklists that guide users through your application, in-app announcements for timely updates, and feedback widgets for collecting user input directly within the app. The software also offers a comprehensive knowledge base and AI-powered insights to enhance user experience. You can integrate feedback into your product development process seamlessly with its intuitive tools.
Integrations include HubSpot, Salesforce, Intercom, Zendesk, Slack, Google Analytics, Segment, Mixpanel, Zapier, and Amplitude.
Sogolytics is a customer feedback software designed for organizations looking to gather insightful data through flexible surveys. It is primarily used by customer experience teams and researchers who need advanced survey logic and branching capabilities.
Why I picked Sogolytics: This tool excels in providing conditional logic branching, which allows users to create personalized survey paths based on respondents' answers. You'll find Sogolytics particularly beneficial for its flexible survey design and in-depth data analysis features. In my experience, the ability to customize questions and logic makes it stand out from other tools. It also offers real-time reporting that helps your team make informed decisions swiftly.
Standout features & integrations:
Features include a mobile-friendly survey design that ensures your surveys are accessible across devices. You can also take advantage of their multi-channel distribution, enabling you to reach your audience wherever they are. Additionally, Sogolytics offers advanced data analysis tools that help you derive actionable insights from your survey results.
Integrations include Salesforce, Google Analytics, HubSpot, Microsoft Dynamics, Slack, Zapier, Mailchimp, Constant Contact, Oracle, and Zendesk.
Canny is a customer feedback management tool designed for product teams. Its main user base includes product managers and customer success teams. The tool helps in collecting, organizing, and managing feedback and feature requests to make data-driven decisions.
Why I picked Canny: It provides a streamlined way to gather and prioritize customer feedback. With Canny, you can create public boards where your users can submit and vote on feedback, making it transparent and easy to identify what matters most to your audience. Canny allows you to track the status of feature requests and keep your users updated, which enhances engagement and trust. Additionally, its ability to integrate feedback directly into your product strategy is a key differentiator.
Standout features & integrations:
Features include a public feedback board where users can post and vote on ideas, making it easy for your team to see what's most requested. You can track feature requests through a customizable roadmap, providing transparency to both your team and your users. Canny also offers a changelog feature that lets you update users on new features, keeping them informed and engaged.
Integrations include Jira, Slack, Intercom, Salesforce, HubSpot, Zapier, Segment, and GitHub, and Trello.
Survicate is a customer feedback platform tailored for digital businesses, facilitating the collection of user insights through a variety of survey types, including email, website, and mobile in-app surveys. It is primarily used by product teams, marketing teams, and customer experience teams to assess metrics like NPS, CSAT, and CES.
Why I picked Survicate: Survicate allows you to gather customer insights effectively through its intuitive drag-and-drop survey creator, enabling you to design customized surveys swiftly without any coding. What makes Survicate exceptional is its ability to automate feedback collection with advanced targeting, ensuring you capture feedback at the optimal time. Additionally, it integrates seamlessly with popular tools like HubSpot and Salesforce, enriching your data with valuable customer feedback. Its features, such as the ability to capture responses from partially completed surveys, ensure continuous and valuable insights, aligning perfectly with its USP of gathering customer insights.
Standout features & integrations:
Features include an intuitive drag-and-drop survey creator that lets you customize surveys quickly. You can automate feedback collection with recurring surveys and advanced targeting to capture insights at the optimal moments. Survicate also supports embedding the first question of a survey in email previews to boost engagement.
Integrations include HubSpot, Salesforce, Google Analytics, Intercom, Slack, and Mailchimp, allowing you and your team to enrich customer data effortlessly.
LiveAgent is a comprehensive customer support platform that brings together various communication channels into a single interface. It offers tools like live chat, ticketing, and a customer portal to help your team manage and respond to customer inquiries efficiently.
Why I Picked LiveAgent: LiveAgent provides a dedicated feedback and suggestions feature. This allows your customers to submit ideas and feedback directly through your website, fostering open communication and continuous improvement. Once this feedback is submitted, the platform creates a ticket, allowing you to respond if needed. Customers can also vote on suggestions, allowing you to easily identify which features or changes are most important to your user base.
Standout features & integrations:
Features include a feedback button that is customizable, allowing you to tailor its appearance and placement on your website to align with your brand. This encourages more customer engagement and makes it simple for users to share their thoughts. The integration process is straightforward, requiring only a small code snippet to be added to your site, so you can start collecting feedback without extensive technical effort.
Integrations include WhatsApp, WordPress, Shopify, Mailchimp, Pipedrive, Slack, Facebook, Twitter, Google Analytics, Stripe, PayPal, and Salesforce.
ReviewFlowz is a review and testimonial generation software primarily aimed at businesses seeking to enhance their customer feedback collection. Its key functions include generating reviews through surveys and monitoring reviews across multiple platforms.
Why I picked ReviewFlowz: It excels in generating reviews by offering over 1000 incentives for reviewers, which sets it apart from other solutions. You'll find the review monitoring feature particularly useful, as it aggregates top reviews from different platforms. The software's customizable widgets let you showcase these reviews in multiple languages, enhancing your global reach. Moreover, integration with Slack facilitates seamless feedback analysis, making it a comprehensive tool for review management.
Standout features & integrations:
Features include dynamic widgets that let you showcase top reviews from various platforms, enhancing your ability to present customer feedback effectively. You can use the software's survey tools to boost review collection rates and reward your reviewers with incentives. Additionally, ReviewFlowz offers a review link generator and CSV export functionality, providing useful resources for managing your reviews.
Integrations include Slack, Google My Business, Trustpilot, Yelp, Facebook, Amazon, Shopify, WooCommerce, and Google Analytics.
Jotform is a versatile digital form creation tool designed for businesses of all sizes. Its primary users are organizations looking to collect feedback through customizable digital forms, serving key functions in data collection and analysis.
Why I picked Jotform: Jotform allows you to fully customize your feedback forms to meet your specific needs, making it stand out among other customer feedback solutions. With its drag-and-drop form builder, you can easily create complex forms without needing any coding skills. The tool also offers conditional logic, enabling your team to show or hide questions based on user responses. Additionally, Jotform supports multiple form field types, providing flexibility in how you gather and organize feedback.
Standout features & integrations:
Features include advanced form analytics, which help you understand how users interact with your forms. You can also benefit from mobile responsiveness, ensuring your forms work well on any device. The option to include payment integrations directly within your forms simplifies transaction processes for your team.
Integrations include Google Sheets, PayPal, Dropbox, Salesforce, Slack, Google Drive, Stripe, Mailchimp, HubSpot, Trello, and Airtable.
Hotjar is a user analytics tool designed for businesses seeking to understand user behavior and improve user experiences. Its primary users are digital marketers and UX designers who utilize its features like heatmaps, session recordings, and user feedback tools to make informed decisions and enhance website performance.
Why I picked Hotjar: Hotjar effectively combines tools like heatmaps and session recordings to visualize user interactions, providing insights into user behavior. Its feedback and survey features allow you to gather real-time user opinions and create AI-assisted surveys, making it stand out among customer feedback solutions. This integration of behavioral analytics with direct user feedback offers a comprehensive view of user motivations, aiding in targeted improvements. You can quickly identify user issues and gather actionable insights, making it a valuable tool for enhancing user experiences.
Standout features & integrations:
Features include heatmaps that show user interactions, session recordings with console tracking for JavaScript errors, and feedback tools that capture real-time user opinions. You can also conduct user interviews with scheduling and transcription support, which helps in gathering qualitative insights.
Integrations include platforms like Google Analytics, Slack, Shopify, WordPress, and more, allowing for streamlined workflows and enhanced data analysis.
Intercom is a customer communication platform designed for businesses looking to connect with customers through messaging. Its main user base includes sales, marketing, and support teams who utilize the tool for live chat, customer feedback, and engagement. The tool primarily aids in improving customer relationships by facilitating real-time communication and gathering actionable insights through feedback.
Why I picked Intercom: It combines business messaging with integrated feedback tools. This integration allows your team to engage with customers and gather their feedback without switching platforms. Features like in-app messaging and custom bots help in real-time customer engagement. Additionally, Intercom's feedback system enables you to track customer satisfaction and make informed decisions.
Standout features & integrations:
Features include automation of chat responses to ensure customer queries are handled promptly. You can also use Intercom's targeted messaging to send personalized messages based on user behavior. In my experience, the tool's feedback collection is seamless, providing insights that help refine customer service strategies.
Integrations include Salesforce, Slack, Shopify, HubSpot, Stripe, Zendesk, Google Analytics, Marketo, Mailchimp, and Facebook.
Other Customer Feedback Software
Here are a few more worthwhile options that didn’t make it into my top 10 list of the best customer feedback software, but are still worth checking out:
- Gainsight
Feedback for product usage analytics & reports
- Pendo
Feedback software for customer segments
- GatherUp
Customer feedback for company reviews
- AskNicely
For third-party review platform connectors
- InputKit
Automated surveys for customer service feedback
- UserGuiding
For its customer microsurveys with real-time insights
- PathPro
For a feature voting system
- Usersnap
For a feature request board
- Qualaroo
Behavior-based automated surveys
- Lumoa
Customer feedback platform with automated insight generation
Related Customer Feedback Software
If you still haven't found what you're looking for here, check out these related customer feedback software that we've tested and evaluated.
- Customer Service Software
- Help Desk Software
- Call Center Software
- Customer Messaging Platform
- Digital Experience Platform
- Sentiment Analysis Tools
Selection Criteria for Customer Feedback Software
Selecting customer feedback software requires a detailed analysis of its functionality and how well it meets specific use cases. My approach is rooted in extensive personal experience, having tried and researched numerous customer feedback tools. Here’s how I evaluate these solutions, broken down into specific criteria, each with its own set of weightings to reflect their importance in the overall selection process.
Core Customer Feedback Software Functionality: 25% of total weighting score
To be considered for inclusion on my list of the best customer feedback software, the solution had to support the ability to fulfill common use cases. These include:
- Collecting feedback across multiple channels (e.g., email, web, mobile).
- Analyzing feedback for actionable insights.
- Integrating with other CX and CRM tools to enrich customer profiles.
- Automating the collection and analysis of feedback.
- Personalizing follow-up actions based on feedback received.
Additional Standout Features: 25% of total weighting score
- Advanced analytics capabilities that go beyond basic sentiment analysis, such as predictive analytics for customer behavior.
- Unique feedback collection methods, like video feedback or interactive polls, that enhance engagement.
- Seamless integrations with a wider range of business tools not commonly supported by competitors.
- Customizable feedback loops that allow businesses to tailor the feedback process to specific customer segments.
- Innovative use of AI and machine learning to automatically categorize and prioritize feedback.
Usability: 10% of total weighting score
- A clean and intuitive interface that makes it easy for both customers and CX teams to navigate.
- The balance between powerful features and ease of use to ensure teams can leverage the tool without extensive training.
- Drag-and-drop functionality for survey creation and template customization, facilitating quick deployment.
Onboarding: 10% of total weighting score
- Comprehensive training materials, such as video tutorials, templates, and interactive product tours.
- Availability of dedicated support during the onboarding phase, including chatbots and webinars.
- A straightforward setup process that allows teams to start collecting and analyzing feedback promptly.
Customer Support: 10% of total weighting score
- Responsive support teams are available through multiple channels (e.g., live chat, email, phone).
- The presence of a knowledgeable community or forum where users can exchange tips and solutions.
- Proactive support, including regular updates and guidance on new features.
Value For Money: 10% of total weighting score
- Pricing structures that offer flexibility for businesses of all sizes.
- The range of features available in relation to the price ensures businesses pay only for what they need.
- Availability of free trials or freemium plans that allow businesses to test the software before committing.
Customer Reviews: 10% of total weighting score
- Consistency in positive feedback regarding usability, support, and functionality.
- How the tool has helped businesses improve their customer feedback management processes.
- Any reported drawbacks or limitations and how they might impact your specific needs.
By applying these criteria, you can confidently select customer feedback software that not only meets your immediate needs but also supports your long-term customer experience goals.
How to Choose Customer Feedback Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
|---|---|
| Scalability | Ensure the software can grow with your business. It should handle increased data and user numbers without performance issues. |
| Integrations | Look for software that connects with existing tools your team uses, like CRM systems or email platforms, to streamline workflows. |
| Customizability | The software should allow personalization to fit your processes, like modifying feedback forms or dashboards to meet specific needs. |
| Ease of Use | Choose a platform that's intuitive for all team members. A steep learning curve can slow down adoption and effectiveness. |
| Budget | Consider not just the initial cost but also ongoing expenses. Ensure it fits within your financial plans without hidden fees. |
| Security Safeguards | Verify robust security measures are in place to protect sensitive customer data from breaches and comply with regulations like GDPR. |
| Reporting Tools | Ensure the software offers comprehensive reporting features that help analyze feedback efficiently, turning data into actionable insights. |
| Customer Support | Opt for a provider with strong support services to assist your team during implementation and troubleshooting. |
Trends In Customer Feedback Software
The evolution of customer feedback software is marked by several distinct trends that reflect a shift towards more engaging, integrated, and insightful approaches to capturing customer feedback.
Here's a distilled overview of the key trends:
- Holistic Feedback Collection and Analysis: The industry is moving toward comprehensive solutions that gather feedback across multiple touchpoints. This holistic approach aims to capture a full spectrum of customer experiences, providing businesses with a more detailed and nuanced understanding of their customers.
- Enhanced Engagement and Response Rates: There's a noticeable pivot towards making feedback mechanisms more engaging and interactive. The use of conversational interfaces and the automation of feedback collection at critical moments are efforts to increase response rates by making the process more intuitive and less intrusive for customers.
- Prioritizing Accessibility and User-Friendly Design: The emphasis on accessibility and ease of use in feedback software highlights the recognition of diverse user needs. By ensuring that these tools are straightforward and accessible to all users, businesses can broaden their reach and ensure that no valuable feedback is lost due to technological barriers or design oversights.
- Decreasing Importance of Traditional Surveys: A shift away from traditional, lengthy surveys towards more dynamic and engaging feedback forms indicates a changing landscape. This trend reflects a broader recognition of customer time constraints and the need for feedback processes that are not only efficient but also capable of capturing high-quality insights.
Together, these trends point towards a future where customer feedback mechanisms are more integrated, responsive, and user-focused. This evolution suggests that businesses will have access to deeper, more actionable insights, enabling them to foster stronger, more informed relationships with their customers.
What is Customer Feedback Software?
Customer feedback software is a tool that helps businesses collect, manage, and analyze feedback from their customers. This software enables companies to gather insights through surveys, reviews, and ratings, allowing them to understand customer satisfaction and identify areas for improvement.
By using customer feedback software, businesses can make informed decisions, enhance products and services, and improve overall customer experience.
Features of Customer Feedback Software
The best customer feedback tools make creating surveys and collecting and analyzing feedback easy. Here are the key features to look out for:
- In-app feedback: Allows immediate feedback within your product. This feature is crucial because it captures users' thoughts and experiences in real-time, leading to higher engagement and more accurate feedback. These surveys are typically short and specific, which can help decrease abandonment rates.
- Automated surveys: Facilitates automatic feedback collection post-interaction. It's essential for gathering immediate, unbiased customer reactions without additional effort from your team, ensuring a consistent feedback loop.
- Survey builder tools: Enable the creation of custom surveys, quizzes, and questionnaires. These tools are a backbone for collecting specific insights, offering flexibility to tailor questions directly to your needs, saving time with templates and drag-and-drop interfaces.
- Analytics: Provides a deep dive into feedback data. Analytics turn raw feedback into actionable insights, allowing you to understand trends, sentiments, and areas needing improvement, aligning your product closer to customer needs.
- Segmentation: Allows feedback analysis based on user demographics or behavior. Segmenting users ensures that feedback is contextual, making it easier to tailor responses and improvements to specific user groups.
- Workflows: Helps in automating responses to feedback. Setting up workflows ensures that no piece of feedback goes unnoticed, allowing your team to act swiftly on customer insights.
- Feature requests: Tracks and prioritizes suggestions for product improvements. This feature is a goldmine for innovation, enabling you to align product development with what users genuinely want and need.
- Form Builder: Lets you design custom feedback forms. This flexibility ensures you can craft questions that probe precisely the areas you're interested in, from post-purchase opinions to service satisfaction.
- Sentiment analysis: Analyzes the emotional tone behind feedback. Understanding sentiment helps you grasp the nuances of customer satisfaction, guiding you to address issues or areas of delight more effectively.
- Added extras: Includes additional tools like product analytics, messaging, or sentiment analysis. These bonus features enrich your understanding of the user experience, offering more angles to engage with and learn from your customers.
Benefits of Customer Feedback Software
By leveraging customer feedback software, businesses can directly tap into the pulse of their customer base, gaining invaluable insights that inform product development, service enhancements, and customer experience strategies. Here are five primary benefits of customer feedback software:
- Insights into customer needs and preferences: Allows precise tailoring of products and services. This direct line to customer feedback illuminates what users truly want, enabling businesses to refine their offerings and ensure they meet the market's demands effectively.
- Identifying areas for improvement: Pinpoints specific challenges within the customer experience. By systematically analyzing customer feedback, businesses can identify and address issues promptly, enhancing the overall quality of their service and product offerings.
- Data-driven decision-making: Supports informed strategic choices. Customer feedback provides a solid foundation of data, helping businesses to move beyond guesswork and make decisions that are anchored in real user experiences and preferences.
- Improved customer satisfaction and loyalty: Builds stronger relationships with customers. Acting on feedback demonstrates to customers that their opinions are valued, fostering a sense of belonging and loyalty. This can lead to increased customer retention and positive word-of-mouth.
- Staying competitive: Ensures relevance in a fast-paced market. Regular feedback helps businesses stay aligned with customer expectations and ahead of evolving trends, enabling them to adapt swiftly and maintain a competitive edge.
With these tools at your disposal, enhancing customer satisfaction and loyalty while steering your offerings to meet the exact needs of your market becomes not just a goal, but an ongoing reality.
Costs And Pricing For Customer Feedback Software
Customer feedback software is an essential tool for businesses aiming to gather, analyze, and act upon feedback from their customers. This type of software helps companies improve their products, services, and customer experiences by collecting valuable insights directly from their users.
Whether you're running a small startup or a large enterprise, there's a wide range of customer feedback software options available, each with its own set of features, capabilities, and pricing plans. These solutions can range from simple survey tools to comprehensive feedback management platforms, catering to different business needs and budgets.
For those with little to no experience in using such software, understanding the various plan options and their pricing can be a crucial step in selecting the right tool for your business.
| Plan Type | Average Price | Common Features |
|---|---|---|
| Free | $0 | Basic surveys, Limited responses, Email support, Basic analytics |
| Basic | $10 - $50/month | Advanced survey options, Unlimited responses, Email and chat support, Basic analytics, Custom branding |
| Professional | $50 - $200/month | Comprehensive feedback tools, Advanced analytics, Multi-user access, Integration with CRM systems, Priority support |
| Enterprise | $200+/month | Customizable feedback channels, Full analytics suite, Dedicated account manager, Custom integrations, 24/7 support |
When considering customer feedback software, it's important to assess both your current and future needs, as well as your budget. Start with a plan that offers the essential features you need today, knowing you can upgrade as your business grows and your requirements become more sophisticated.
Customer Feedback Software FAQs
Here are a few questions I wanted to address while writing on what tool provides feedback on the customer experience.
Why is customer feedback important?
By using customer feedback software, businesses can make data-driven decisions to improve their products, services, and customer experiences, ultimately leading to increased customer satisfaction and loyalty.
Customer feedback software is a type of platform that helps businesses collect, manage, and analyze feedback from their customers. It typically includes features such as surveys, feedback forms, and analytics tools to help companies gather insights into customer needs, preferences, and opinions.
How do I create a customer feedback system?
To create a customer feedback system, start by designing engaging pre and post-purchase surveys using free survey tools or other online survey software. Customize these surveys to be interactive and enjoyable, with multimedia elements if possible. Place them strategically after a purchase or service delivery to capture immediate experiences.
- Incorporate Instagram story polls to gather casual feedback and gauge customer sentiment. This method is less formal and can provide quick insights into how customers view your products or services.
- Utilize Facebook polls to engage with your broader audience. This can help identify areas of interest or concern among your followers, guiding content and business strategies.
- Monitor social media for mentions of your brand. Use listening tools to catch discussions about your products or services. This real-time feedback can be crucial for addressing concerns swiftly and adjusting strategies accordingly.
- Implement chatbots on your website or social media channels for instant feedback collection. Program these bots with specific questions related to customer satisfaction and experience to gather meaningful insights.
- Lastly, employ Messenger surveys for a direct feedback loop. Use SurveySparrow, one of the tools listed above, to create conversational feedback surveys that feel personal and engaging, encouraging more customers to participate.
Throughout the process, ensure feedback collection is a mix of direct questions and interactive engagement. Offer incentives where appropriate and always thank customers for their feedback. By prioritizing customer feedback through an effective system, you ensure continuous improvement and enhance customer satisfaction.
How do these customer feedback tools handle data privacy and GDPR compliance?
When it comes to data privacy and GDPR compliance, customer feedback tools are designed with a strong emphasis on protecting user information and adhering to legal standards. These platforms ensure compliance by implementing features such as consent forms, data anonymization, and secure data storage practices. They provide options for customers to opt-in or out of data collection, making sure that customer data collection processes are transparent and respect user privacy. Additionally, they often offer tools for data management, allowing businesses to easily comply with user requests for data access, rectification, or deletion, as mandated by GDPR.
Can customer feedback software help in identifying customer trends over time?
Absolutely! Customer feedback software is incredibly effective in spotting trends and patterns in customer behavior over time. These tools are equipped with analytics and reporting capabilities that track and analyze feedback across various touchpoints, allowing businesses to discern shifts in customer preferences, satisfaction levels, and expectations.
What other user feedback resources do I need?
If you’re in the market for customer feedback software, these resources might also be of assistance:
- How To Ask Customers To Fill Out A Survey
- 6 Clever Ways To Get Customer Feedback
- Customer Satisfaction Metrics: Key Terms & Examples
- How to Be Buzzworthy: Proactive Strategies to Boost Customer Sentiment
- Reduce Customer Churn Now: 13 Practical Ways to Move the Needle
- The Customer Centric Strategy Playbook: 5 Tactics to Transform CX
What other software should be in my CX toolkit?
In addition to the tools listed above, your CX toolkit could benefit from including:
- Customer Satisfaction Software: Measures how products or services meet or surpass customer expectations.
- Voice of Customer (VOC) Software: Captures customer feedback and insights to inform decision-making.
- Net Promoter Score Software & NPS Survey Tools: Assesses customer loyalty and predicts business growth potential.
- Customer Loyalty Software: Enhances customer retention through rewards and personalized experiences.
- Customer Review Management Software: Monitors and responds to customer reviews to improve brand reputation.
- Complaint Management Software: Streamlines the process of handling customer complaints to increase satisfaction.
- Customer Experience Management Software: Provides a holistic view and management of the entire customer journey.
- Qualitative Data Analysis Software: Analyzes unstructured data to uncover customer insights and trends.
What Do You Think About This List?
Up to 74% of customers will switch to a competitor if your path to purchase is too difficult for them to navigate. Collecting feedback is the best way to discover the information you need to build top-notch CX products. That's where customer feedback software can help. This list contains some of the best options available for collecting that feedback.
Some of the tools are dedicated to this single task, while others have more complex features. Choose the best one for you by considering what you need and then trying out a few of the tools that offer this functionality.
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