Best Customer Satisfaction Software Shortlist
After examining dozens of software solutions that measure customer satisfaction, here are the tools that earned their spots in my top 10 list:
- 1. Churn360 — Best for enhancing customer satisfaction through predictive analytics and engagement tools
Read my review to gain insights on the best customer satisfaction software available today. My assessment includes brief descriptions of each tool’s standout elements, an explanation of why they made the top 10 list, a screengrab of their interface, and a chart that helps you compare the solutions and determine which tool would be right for your organization.
What is Customer Satisfaction Software?
Customer satisfaction software is a type of platform that enables you to achieve two main tasks – measure customer satisfaction and improve it. The goal of using this type of software is to gain insights that help you refine your products while also improving customer experience.
Overviews of the 10 Best Customer Satisfaction Software
Here’s my evaluation of the best customer satisfaction software you can use today, plus short descriptions of their key features, and a brief explanation of why they’re on the list.
Churn360
Best for enhancing customer satisfaction through predictive analytics and engagement tools
Churn360 is a SaaS product that's all about understanding and reducing customer churn. It's a tool that uses AI and machine learning to analyze customer behavior and predict which customers are most likely to leave.
The platform uses machine learning to analyze your customer data and predict who's at risk of churning. This means you can take action before it's too late. It also gives you a clear picture of why customers are leaving, so you can address the root causes. It's not just about putting out fires - it's about preventing them in the first place.
Churn360 Standout Features and Integrations
Features include their predictive analytics engine, which is top-notch. It helps you identify at-risk customers and provides insights into why they might be churning. This is super helpful because it allows you to address the root causes of churn and take action before it's too late. Second, Churn360 offers personalized customer engagement tools, like email campaigns and in-app messaging, to help you connect with your customers and keep them engaged. And finally, their dashboard is super intuitive and easy to navigate, making it simple to track your progress and see the impact of your efforts.
Integrations include Chargebee, Stripe, Pipedrive, Intercom, Hubspot, Canny, Jira Software, Cloudtalk, Freshdesk, Recurly, Gmail, Outlook, Segment, Zoho CRM, Zendesk, and other options, plus more integrations in the works.
Pros
- Comprehensive customer database management
- Many out-of-the-box integrations
- Product usage tracking/analytics for each customer
Cons
- Learning curve for advanced features
- More in-app tutorials/guidance welcomed
SurveyMonkey
Best for small businesses
SurveyMonkey is a survey and feedback management solution that enables you to collect and interpret feedback in order to improve your product. The platform offers a wide variety of survey templates, allowing you to start collecting customer information with ease.
Why I picked SurveyMonkey: I picked SurveyMonkey for my top 10 list because it offers a free plan and a selection of customer satisfaction survey templates, making it ideal for small businesses who are just starting to collect customer feedback. The platform has a clean interface and is easy to use, so you don’t need to be an experience CX specialist to identify actionable insights.
Despite its playful design, SurveyMonkey is a robust feedback collection tool that can help businesses of all sizes learn more about their users.
SurveyMonkey Standout Features and Integrations:
Standout features include online polls, a CSAT score assessment, multi-channel response collection, and advanced survey logic. I like the fact that SurveyMonkey allows you to export your results in data formats that are compatible with presentation programs such as Microsoft PowerPoint or Google Slides because this makes it so much easier for novice users to showcase their work.
Integrations include CRM systems, email marketing platforms, and marketing automation solutions, such as Salesforce, HubSpot, Microsoft Dynamics, Mailchimp, Constant Contact, Marketo, Pardot, Tableau, Power BI, and Google Analytics. SurveyMonkey also offers a REST API so you can set up additional custom integrations as needed.
Pros
- Good branding options
- Allows you to invite team members to analyze feedback
- Flexible, customizable tool
Cons
- Setting up surveys with advanced logic could be easier
- The free survey templates offer limited design customization options
Pendo
Best for in-app customer satisfaction assessment
Pendo is a product experience platform with powerful customer satisfaction features. The software enables you to assess customer satisfaction in-app or on your website.
Why I picked Pendo: I selected Pendo because it allows you to understand the relationship between NPS and mobile app usage volume. The solution enables you to assess NPS by user segment across your entire product or on specific pages or features, making it really valuable for teams who want to understand their core target audience.
Pendo helps you measure customer satisfaction over time so you can identify trends that promote or hurt user retention and app usage. The platform also helps you spot promoters so you can reach out and ask them for public online reviews you can use as social proof.
Pendo Standout Features and Integrations:
Standout features include feedback and sentiment capture, in-app communication, and automated surveys. I like Pendo’s AI-powered features. You can use the platform’s AI to summarize qualitative user feedback, dive deep into retention metrics, and generally learn more about your users in a short amount of time. Pendo AI is still in beta testing, but it will be released to the general public soon.
Integrations include CRMs, customer support, and collaboration tools, such as HubSpot, Intercom, Jira, Breadcrumbs, Catalyst, LogRocket, Okta, ChurnZero, Figma, FullStory, and Optimizely. Pendo also offers a REST API, enabling you to set up more custom integrations as needed.
Pros
- Easy to create visually-appealing surveys
- Great user segmentation capabilities
- Robust in-app feedback collection features
Cons
- Manual data uploads can take a long time
- Reporting uses many rows with jargon labels
Totango
Best for SaaS scale-ups
Totango is a modular customer success platform that helps you understand customer satisfaction. Thanks to its modular build, the solution is highly customizable, making it ideal for SaaS scale-ups who want to improve their product based on customer feedback.
Why I picked Totango: Totango made my list thanks to the wide variety of features dedicated to customer satisfaction it offers. The product helps you map out the customer journey and identify key touchpoints where you can collect customer feedback to improve your customer experience and reduce your churn rates.
Totango allows you to segment your audience and deliver personalized experiences for each segment so you can improve retention by addressing each segment’s needs.
Totango Standout Features and Integrations:
Standout features include surveys, email campaigns, and task & touchpoints. I’m a fan of Totango’s NPS tracker. The tracker creates an early warning system that enables you to identify at-risk customer segments so you can take action before they churn.
Integrations include product management, collaboration, and communication tools, such as Jira, monday.com, Microsoft Outlook, Netsuite, Microsoft Teams, Intercom, HubSpot, Google BigQuery, Dropbox, and Gong. Totango also offers a REST API you can use to set up additional custom integrations too.
Pros
- Detailed reports help you learn more about your users
- Rich library of training materials
- Helps you create personalized experiences for different customer segments
Cons
- Exporting your findings can be time-consuming
- Steep learning curve
SoGoCX
Best for multichannel feedback collection
SogoCX is a customer experience platform that enables you to gather and analyze customer feedback so you can identify improvement opportunities. The software allows you to collect customer information via social media, surveys, and chatbots.
Why I picked SogoCX: I picked SogoCX because it makes it easy to reach your users. The solution allows you to meet your customers where they spend their time, whether that’s on social media, using your product, or on your website.
SogoCX breaks down the data you collect from respondents and helps you identify trends and different areas of your product that could be improved.
SogoCX Standout Features and Integrations:
Standout features include multilingual surveys, mobile-first survey creation, and customizable templates. I like that SogoCX enables you to take your surveys beyond the online environment. The platform enables you to share surveys via QR codes, so you can print them on brochures and gather feedback from offline audiences.
Integrations include collaboration tools, communication providers, and social media platforms, such as Zoom, Workday, Slack, Marketo, Salesforce, HubSpot, Facebook, Asana, Twitter, and Trello. SogoCX also offers a REST API to enable additional custom integrations.
Pros
- Makes it easy to embed surveys in web pages
- Simple onboarding
- Visually appealing surveys
Cons
- Platform can lag when processing a lot of data
- The survey distribution feature can seem complicated
InputKit
Best for managing unsatisfied customers
InputKit is a customer experience platform with good feedback-gathering features. The software enables you to combine passive social listening with active data collection to learn more about your audience’s needs.
Why I picked InputKit: I chose InputKit because it has a powerful customer dissatisfaction detection feature. This feature sends you real-time notifications when a dissatisfied customer gives you feedback, and opens a detailed description of the customer’s history so you can check previous interactions and spot the moment when they decided to churn.
InputKit enables you to act quickly when you detect an unsatisfied customer by offering them complementary products or services through its cross-selling functionality.
InputKit Standout Features and Integrations:
Standout features include automated surveys, SMS surveys, email surveys, and KPI tracking. I like InputKit’s automation features because they enable you to send out your surveys at specific moments, maximizing your chances of getting a response from the recipient.
Integrations include CRM solutions and productivity tools, such as Microsoft Dynamics, Google Sheets, Citrix Podio, Acomba, Shopify, Microsoft Outlook, Stripe, Xero, Salesforce, and HubSpot. You can access more apps through Zapier. InputKit also offers a REST API for additional custom integrations too.
Pros
- Detailed reports on your survey activity
- Saves you time with survey automation features
- Proactive customer support
Cons
- Questionnaires could be more customizable
- Customers can leave only one review, even if they used multiple products
GetFeedback
Best for feedback tracking
GetFeedback is a customer experience platform that enables you to gather customer feedback on different channels. The software centralizes and tracks your data so you can easily identify trends and take action to improve your customer experience.
Why I picked GetFeedback: GetFeedback made my top 10 list thanks to its ability to centralize and track customer feedback. The solution organizes your customer data and shows you how your NPS changes over time, allowing you to spot trends and understand what drives those changes.
GetFeedback sends you custom notifications when a customer is unsatisfied and recommends a follow-up period so you can prevent them from churning. The software makes it easy to share your findings with your team, so you can take preventive action to improve your retention rates.
GetFeedback Standout Features and Integrations:
Standout features include in-app surveys, SMS surveys, and social feedback gathering. I enjoy GetFeedback’s Key Driver of NPS scorecard. The scorecard helps you understand at a glance which business aspects or product features have the most significant impact on your users’ satisfaction levels, allowing you to identify improvement opportunities.
Integrations include analytics solutions, CRM systems, and communication providers, such as Google Analytics, Salesforce, Slack, ContentSquare, Jira, Adobe Analytics, Decibel, Optimizely, and A/B Tasty. You can access more integrations through Zapier. GetFeedback also offers a REST API for additional custom integrations too.
Pros
- Allows you to personalize your surveys with images
- Allows you to collect feedback in real-time across multiple channels
- Simple implementation and onboarding
Cons
- Changing questions in live surveys can mess up your results
- Some survey templates can fail to load properly at times
Simplesat
Best for easy-to-follow dashboards
Simplesat is a cloud-based feedback survey tool that enables you to collect and interpret customer data. The solution’s surveys have fun designs that make them feel more personal and encourage users to leave feedback.
Why I picked Simplesat: Simplesat made my list thanks to its clean and simple dashboards. The software automatically interprets the data you gather through customer feedback surveys and allows you to visualize the results in dashboards.
I like that you can break down the online survey responses with filters, so you can identify insights regarding specific metrics, such as your customer satisfaction score, NPS, or CSAT moving average.
Simplesat Standout Features and Integrations:
Standout features include feedback reporting, real-time notifications, and customer surveys. I’m a fan of Simplesat’s questionnaires because they’re customizable, bold, and fun. You can use large emoticons to gauge your audience’s opinions and schedule personalized email campaigns with automated follow-ups for increased response rates.
Integrations include analytics solutions, help desk tools, and CRM platforms, such as PowerBI, Q360, Klaviyo, Mailchimp, Bullhorn, Zendesk, Salesforce, Slack, Freshdesk, ActiveCampaign, and Dropbox. Simplesat also offers an OPEN API to allow for additional custom integrations.
Pros
- Easy onboarding
- Simple and clean dashboards
- Proactive customer support
Cons
- Reporting feature could be more granular
- UI can feel clunky at times
Delighted
Best for mobile-first CSAT surveys
Delighted is a customer experience management platform that enables you to gather and analyze user feedback. The software creates CSAT surveys that look and work great on mobile devices.
Why I picked Delighted: Even though Delighted doesn’t offer the eye-catching features of other solutions that make this list, it excels at creating mobile-first CSAT surveys. Some platforms create surveys that take up the entire screens of mobile devices, affecting the user’s experience. But Delighted manages to make this experience good and encourages mobile users to submit their feedback.
Delighted allows you to send thank-you messages to survey respondents and encourage them to leave reviews on social media. The tool’s testimonial widget enables you to publish customer comments on your website with ease.
Delighted Standout Features and Integrations:
Standout features include smart trends, analytics and reporting, and customer sentiment tracking. I like Delighted smart trends feature because it uses AI to examine customer feedback and highlight trends or patterns.
Integrations include e-commerce platforms, website builders, and CRMs, such as Shopify, Squarespace, Zendesk, Salesforce, Square, Heap, Gladly, Stitch, Freshdesk, HubSpot, and Chatdesk. You can access more apps via Zapier. Delighted also offers a REST API to support additional custom integrations.
Pros
- Great customer support team
- Multiple survey templates available
- Drag and drop interface to create surveys
Cons
- Reports could be more detailed
- Customizing where in-app surveys should show up can be time-consuming
Kimola Analytics
Best for external feedback gathering
Kimola Analytics is a social listening platform with good customer satisfaction features. The solution enables you to gather and analyze customer feedback that shows up on social media, forums, blogs, and news sites.
Why I picked Kimola Analytics: I selected Kimola Analytics because it helps you collect user feedback outside your organization’s assets. This enables you to fill your database with unbiased reviews and feedback, allowing you to improve your product based on customer needs.
Kimola Analytics is also great for competitor tracking. You can collect data about your competitors and react quickly when they launch a product or feature that has the potential to appeal to your target audience.
Kimola Analytics Standout Features and Integrations:
Standout features include keyword tracking, link tracking, reports, and analytics. I like Kimola Analytics’ keyword tracking feature because it enables you to get instant notifications when conversations on specific topics show up on social media, forums, and websites. The platform analyzes the conversations and draws up insights regarding its sentiment and participant demographics.
Integrations include CRM systems, helpdesk software, and marketing automation platforms, such as HubSpot, Microsoft Dynamics, Salesforce, Zendesk, Marketo, Pardot, Totango, Pendo, Yelp, Trustpilot, and Facebook.
Pros
- Smooth learning curve
- Good keyword filtering options
- Saves you time by automatically collecting social feedback
Cons
- Platform can lag when processing large datasets
- While the tool is not difficult to use, the onboarding process could be more detailed
The 10 Best Customer Satisfaction Software: Quick Comparison Chart
This comparison chart summarizes basic details about each of my top customer satisfaction 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 | Free Option | Price | ||
---|---|---|---|---|
1 | Churn360 Best for enhancing customer satisfaction through predictive analytics and engagement tools | Free demo available | From $199/month | Visit Website |
2 | SurveyMonkey Best for small businesses | Free plan available | From $25/user/month (billed annually) | Visit Website |
3 | Pendo Best for in-app customer satisfaction assessment | 14-day free trial + free plan available | Pricing upon request | Visit Website |
4 | Totango Best for SaaS scale-ups | 14-day free trial | From $249/month (2 users + 200 customer accounts) | Visit Website |
5 | SoGoCX Best for multichannel feedback collection | 10-day free trial + free plan available | From $25/month | Visit Website |
6 | InputKit Best for managing unsatisfied customers | Free demo available | Pricing upon request | Visit Website |
7 | GetFeedback Best for feedback tracking | 14-day free trial | Pricing upon request | Visit Website |
8 | Simplesat Best for easy-to-follow dashboards | 14-day free trial + free plan available | From $119/month | Visit Website |
9 | Delighted Best for mobile-first CSAT surveys | 7-day free trial + free plan available | From $224/month (billed yearly) | Visit Website |
10 | Kimola Analytics Best for external feedback gathering | 7-day free trial | From $59/month | Visit Website |
Other Options
Here are some other great customer satisfaction solutions I came across during my research. Even though they didn’t make it into my top 10 list, you should check them out as well:
- Hubspot
Best for novice CX specialists
- Qualtrics XM Frontline Digital
Best for automated dropoff detection
- SurveySparrow
Best for simple survey creation and distribution
- Survicate
Best for automated surveys across the customer journey
- ChurnZero
Best for tracking health and churn
- Zendesk
Best for personalized customer experiences
- Keatext
Best for sentiment analysis
- AskNicely
Best for measuring the satisfaction potential of customer interactions
- NICE Satmetrix
Best for uncovering churn blind spot
- Momentive
Best for identifying unsatisfying customer interactions
Selection Criteria for Customer Satisfaction Software
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best customer satisfaction software for this article:
Core Functionalities
All the tools I included in this review help you measure customer satisfaction so you can spot improvement opportunities. Other core functionalities include:
- Feedback collection: You can’t improve customer satisfaction if you don’t have enough data to set your benchmark. As a result, these tools should enable you to gather customer data in one way or another.
- Feedback analysis: Manually going through all the data you collect can be difficult and time-consuming. The solutions should enable you to examine the information without wasting your time.
Key Features
Customer satisfaction software solutions offer many features, but the following are essential. I also assessed these points in fine details as I decided which tools to feature in this list:
- Automation: Creating automated workflows for your team can save a huge chunk of your time. The solutions should enable you to automatically send surveys to each individual user at different points in their customer journey.
- Survey templates: As a rule of thumb, the more templates you can access, the better. Ideally, you should be able to create and save custom templates as well.
- Dashboards: Plug-and-play dashboards can be huge time savers. Dashboards become even more valuable if you can customize them to track the metrics you’re most interested in.
Usability
Improving customer satisfaction is no easy task – but that doesn’t mean that the app you rely on should be difficult to use as well. I selected software that are easy to use, so you and your team can collect and act on feedback without hiccups.
Software Integrations
It’s almost impossible to assess your customer’s satisfaction while relying on the data provided by a single tool. As a result, the solutions I picked offer multiple integrations and API access so you can include them in your app ecosystem.
Reporting & Actionable Insights
Having a tool that’s great at gathering customer data is good, but it’s not enough for an accurate customer satisfaction assessment. However, the tools I included in my review take your data and interpret it in neat reports, so you can get actionable insights and start implementing solutions fast.
Sentiment Analysis
Being able to detect the sentiment behind a user’s feedback can be a huge help in lowering your churn rates because it enables you to spot unsatisfied customers quickly and take actions to remedy their situation.
Pricing
Customer satisfaction software comes in different price ranges. However, I only included tools I feel confident will help you achieve your goals and offer you a good return on your investment.
People Also Ask
Want to find out more about customer satisfaction software? Here are some common questions people ask – answered, of course:
What’s the difference between customer satisfaction software, customer experience software, and customer success software?
What key metrics should you track to monitor customer satisfaction?
How do you conduct a customer experience audit?
Other Customer-Centric Software Reviews
Here are some other types of customer-centric software you may want to consider if you’re serious about improving your customer satisfaction:
- Customer Experience Management Software
- Customer Success Software
- Customer Feedback Software
- Customer Intelligence Platforms
- Customer Engagement Platforms
Final Thoughts
Customer satisfaction software can help you gain a deeper understanding of your customers, which, in turn, can lead to a happier user base and a more profitable product. As Bernard Marr, internationally best-selling author and strategic business & technology advisor to governments and companies said:
“The data technology available today gives businesses unprecedented abilities when it comes to understanding their customers. By combining transactional, demographic, and attitudinal data from internal and external sources, we can predict what customers want more accurately and make sure we're in the right place at the right time to provide them.”
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