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With so many different customer feedback software solutions available, finding the right one for your needs is tough. You know you want software to help you understand your customer needs better so you can improve your services and increase customer satisfaction, but you need to figure out which option is best. In this post, I'll help you make your choice easier by sharing my insights on the best customer feedback software to collect, manage, and analyze customer opinions, based on my own CX experience.

What is Customer Feedback Software?

Customer feedback software is a platform that helps businesses collect, manage, and analyze feedback from their customers. This software typically includes features such as surveys, feedback forms, and analytics tools to help companies gather insights into customer needs, preferences, and opinions.

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 brand loyalty.

Overviews of the 10 Best Customer Feedback Software Solutions 

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.

1

Jotform

Best customizable digital forms for feedback collection

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.7
2968 reviews

Free plan available

From $39/user/month

Jotform Enterprise 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 Enterprise 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. Jotform Enterprise 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.

2

UserGuiding

Best for its customer microsurveys with real-time insights

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.7
97 reviews

14-day free trial

From $89/month (billed annually)

UserGuiding is a product walkthrough and user onboarding software designed to facilitate the creation of interactive product walkthroughs and user onboarding processes. It stands out for its code-free approach, allowing companies to design and implement onboarding experiences without the need for technical programming skills, which is a significant advantage for businesses looking to onboard users efficiently.

UserGuiding provides a comprehensive suite of features that facilitate the collection of user insights through NPS surveys and in-app surveys. What makes UserGuiding different is its emphasis on micro-surveys that can collect feedback from the customer and display the resulting data in real time within the tool.

You can select the ready-to-use templates or create the survey you need from scratch in under 5 minutes. Once you have collected enough information, you can download the data to your computer so you can manipulate it in other software.

NPS surveys let you collect feedback that is more related to customer sentiment. An analytics page will display the resulting information and you can dig deep to find specific customer behaviors with the user-specific activity feed. Additionally, you can leverage its Slack integration to receive in-app notifications with responses.

Integrations include Mixpanel, Segment, Intercom, Slack, Google Analytics, Google Tag Manager, Woopra, and HubSpot.

3

SurveySparrow

Best flexible customer surveys with conditional logic branching

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
1903 reviews

14-day free trial + free plan available

From $39/month

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.


4

Product Fruits

Best for its feedback widget and in-app survey feature

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.7
66 reviews

14-day free trial

From $89/month

Product Fruits is a user onboarding platform that provides a variety of features to assist users in navigating applications. These features include tours, walkthroughs, checklists, hints, surveys, and feedback tools, as well as in-app announcements, a knowledge base, and AI writing capabilities.

Its comprehensive suite of features facilitates easy feedback submission and bug reporting. It stands out for its user-friendly feedback widget that requires no coding, making it accessible to users of all technical levels. This widget can be customized for visibility on specific pages or URLs, providing flexibility in its application.

Where deployed, this widget allows users to submit a screenshot or video recording of their screen. Additionally, the backend allows you to program if you want to push feedback submissions to a specific support inbox or as messages in Slack.

If you need to collect feedback other than bug reports and issues, Product Fruits has an easy-to-use survey builder that you can visually customize to fit your brand and deploy in minutes. The system makes it easy for users to submit their feedback and sends all information in real time to dashboards that you can look at anytime.

Integrations for this software include pre-built connections to mixpanel, Heap, Google Analytics, Slack, Smartlook, Segment, customer.io, and HubSpot.

5

Hotjar

Best user analytics tool with feedback & survey features

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
251 reviews

15-day free trial + free plan available

From $59/month

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.

6

Intercom

Best business messaging with feedback built in

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
2116 reviews

14-day free trial

From $74/month (billed annually)

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.

7

Qualaroo

Best behavior-based automated surveys

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.5
59 reviews

15-day free trial

From $99/month

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.

8

Pendo

Best feedback for customer feature wishlists

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
1387 reviews

14-day free trial + free plan available

Pricing upon request

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.

9

Gainsight

Best feedback for product usage analytics & reports

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
861 reviews

Free demo available

Pricing upon request

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 demo on their website.

10

Usersnap

Best customer feedback for SaaS products

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.5
50 reviews

15-day free trial

From $99/month

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.

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Other Customer Feedback Options

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:

  1. AskNicely

    Best for third-party review platform connectors

  2. GetFeedback

    Best customer feedback for NPS surveys

  3. InputKit

    Best automated surveys for customer service feedback

  4. GatherUp

    Best customer feedback for company reviews

  5. Survicate

    Best for gathering customer insights

  6. Lumoa

    Customer feedback platform with automated insight generation

  7. VAIL Feedback

    Collect and analyze customer and employee feedback

  8. Idiomatic

    Customer intelligence platform with AI

  9. Frill

    Customer feedback with free version for small websites

  10. Confirmit Horizons

    Powerful tool for measuring customer experience

Selection Criteria for Customer Feedback Software

If you're wondering how I selected the best customer feedback software, here's where I'll break it all down for you. First of all, I started with customer feedback software that has numerous user reviews and high satisfaction ratings. Then, using my experience in CX, I discerned what key criteria were most important for customer feedback software and compiled those details into the list below. I then used this list to compare how each feedback system stacked up against the rest.

I empathize with how much time it takes to source the right software for a job. That's why I do this work, so that you don't have to. I've been using and reviewing customer feedback programs for years so you can trust me to do the heavy lifting and compile all the facts you need to make your final decision.

After careful consideration, I've determined that these are the most important criteria when selecting a tool to collect feedback on your customer experience. Below is a brief list outlining the whats and whys of my selection criteria.

Key Features

The best customer feedback tools make creating surveys and collecting and analyzing feedback easy. Here are the key features I assessed:

  • In-app feedback: This lets customers provide feedback while interacting with your product, such as a feedback widget on a website or within an app. These surveys are typically short and specific, which can help decrease abandonment rates.
  • Automated surveys: These let you collect feedback straight after service interactions without requiring agent input to follow up with the customer. 
  • Workflows: Some tools let you set up workflows to ensure you act upon all feedback. 
  • Analytics: Analytics features help you understand your feedback and track how it changes over time. These actionable insights can help you see things from the customer's perspective and are an important part of monitoring customer satisfaction over time.
  • Survey builder tools: These tools let you design surveys, questionnaires, and quizzes that collect the information you need. Look for templates and drag-and-drop builders to save you a lot of time. 
  • Feature requests: Some tools can help you track and prioritize feature requests. This is especially useful if you're trying to collect product feedback to improve an item's design for a better user experience.
  • Segmentation: Look for tools that allow you to segment users and collect feedback based on different criteria such as location, role, behavior, or other demographics. 
  • Added extras: Many of the tools on this list come with extra features—for example, product analytics, messaging, or sentiment analysis
  • Form Builder: Design your own feedback questions for customers to fill out post-purchase/service.

User Interface (UI):

The tool’s UI should be user-friendly and intuitive for both your customers and your CX team. If the tool has in-app feedback features, they should blend in with your product via feedback widgets.

Usability:

Feedback management software needs to be easy for your team to use and easy for the customer to use. I look for usability features that make creating and collecting feedback easy. Templates and drag-and-drop functionality will help. On the customer end, I look for simple rating systems, survey automations, and personalized invites.

Integrations:

I look for user feedback tools that integrate with other product analytics and customer service tools. Feedback management software should be able to connect with all your beta test software, call center software, chatbot software, CRM software, customer engagement software, customer experience software, customer tracking software, and anything else you use on a day-to-day basis.

Pricing:

The tools on this list come at various price points to satisfy the business needs of small businesses all the way up to large data collection teams. To make sure the one you choose offers value, I recommend getting your hands on a free trial first. That way, you'll get a hands-on taste of how well the software will or won't work for you. If a free trial isn't available, several systems offer free plans (a.k.a. freemium plans) which start you off with limited features to get your foot in the door on their platform.

People Also Ask

Here are a few questions I wanted to address while writing on what tool provides feedback on the customer experience.

What are the benefits of customer feedback software?

Customer feedback software provides a range of benefits for businesses, including:

  • Insights into customer needs and preferences: Customer feedback software allows businesses to gather feedback directly from their customers, providing insights into their needs and preferences. This information can help businesses improve their products, services, and customer experiences.
  • Identifying areas for improvement: Customer feedback software can help businesses identify areas where they need to improve. By analyzing feedback, businesses can pinpoint specific issues that customers are having and take action to address them.
  • Data-driven decision-making: By using customer feedback software, businesses can make data-driven decisions. They can rely on customer feedback to guide their decision-making processes, reducing the risk of making assumptions or relying on gut instinct.
  • Improved customer satisfaction and loyalty: By listening to and acting on customer feedback, businesses can demonstrate that they value their customers’ opinions. This can lead to improved customer satisfaction and loyalty, as customers feel that their voices are being heard.
  • Staying competitive: By continuously improving their offerings based on customer feedback, businesses can stay ahead of industry trends and remain competitive in their market.

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:

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.

 

More Customer-Centric Software Reviews

If you're in the market for customer feedback software, these resources might also be of assistance:

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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