20 Best Customer Satisfaction Software of 2024: Reviewed & Compared
10 Best Customer Satisfaction 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.
With so many different customer satisfaction software solutions available, finding the right one for your needs is tough. You know you want software to help you analyze your customer feedback so you can improve the quality of your products and services, but you need to figure out which system is best. In this article, I'll help you make your choice easier by sharing my insights on the best customer satisfaction software to help you understand your customers' needs, experiences, and expectations so you can keep them satisfied and engaged.
What is Customer Satisfaction Software?
Customer satisfaction software is a tool businesses use to collect, analyze, and respond to customer feedback. They're designed to achieve two main tasks: measure customer satisfaction and improve it. They achieve this through features such as feedback collection, sentiment analysis, and integrated analytics.
The purpose of customer satisfaction software is to gain insights that help you refine your products or services while also improving customer experience. Other benefits include increased customer retention and loyalty, improved brand reputation, and better data-driven decision-making.
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.
CRM Creatio is a no-code platform designed to automate workflows and manage customer relationship management (CRM) processes. It's designed for businesses of all sizes, from SMBs to large enterprises, allowing users of varying levels of technical expertise to customize the platform.
Why I picked CRM Creatio: I chose CRM Creatio for its comprehensive suite of features designed to enhance customer engagement and simplify service processes. One of the standout features is the Customer SATisfaction (CSAT) scale, which allows businesses to evaluate service quality through automated feedback requests sent to customers after case resolution.
For instance, cases marked as 'Poor' can be automatically reopened, ensuring that customer issues are addressed promptly. The ability to customize the CSAT scale, including different point systems and color schemes, further adds to its flexibility and effectiveness in measuring customer satisfaction.
CRM Creatio Standout Features and Integrations:
Standout features include customer service automation capabilities, which leverage AI and machine learning to provide intelligent case resolution, optimized case routing, and sentiment analysis. It also offers customizable dashboards and a 360-degree customer view for comprehensive insights into customer profiles and interaction histories.
Integrations include Accelo, Act!, ActiveCampaign, Acumatica, Adobe Analytics, Asana, Microsoft Exchange, Excel, Mailchimp, HubSpot Marketing Hub, Google Calendar, and Tableau.
Pros and cons
Pros:
- Scalable and flexible for growing businesses
- No-code platform
- Extensive customization options for tailored workflows
Cons:
- Learning curve for new users
- Customization can be time-consuming
Brand24 is a powerful AI social listening tool that helps businesses monitor and analyze their online presence and reputation. The tool also provides resources and support to help businesses make the most of their social media and online marketing efforts, ultimately aiming to improve customer satisfaction and brand reputation.
Why I picked Brand24: Brand24 helps businesses to track brand mentions across various online platforms, providing real-time alerts and sentiment analysis. The tool is designed for marketing professionals and companies of all sizes, offering features such as influencer scoring, competitor analysis, and customizable reports.
The platform provides data for brand reputation, marketing, influencer marketing, market research, and public relations. Overall, Brand24 is praised for its immediacy in data relay and nuanced sentiment analysis, making it particularly suitable for businesses that prioritize immediate customer engagement.
Brand24 Standout Features and Integrations:
Standout features include advanced sentiment analysis to segment online mentions into positive, negative, or neutral categories, automated reporting features, and reach tracking, which helps users to evaluate their marketing efforts and benchmark against competitors by tracking the reach of their brand mentions. Users can also measure and report their PR coverage by creating reports that provide powerful and reliable metrics.
Integrations include Slack, Trackdesk, LinkedIn, Spotify, Telegram, Instagram, Facebook, Reddit, TikTok, YouTube, X (formerly known as Twitter), and Tripadvisor.
Pros and cons
Pros:
- Provides multi-language support
- Provides real-time alerts and customizable filters
- Easy to set up and use
Cons:
- May not be affordable for small businesses
- Mobile app can be difficult to use
Sogolytics is an experience management platform designed to enhance how organizations gather and analyze feedback. It offers a comprehensive solution for creating surveys, collecting responses, and generating actionable insights.
Why I picked Sogolytics: Sogolytics excels as a customer satisfaction software because of its advanced survey design capabilities. Users can easily create professional and engaging surveys using a variety of question types and logic, ensuring the collection of high-quality data. Features such as piping, which allows for the dynamic display of questions based on previous answers, and the ability to customize the survey's look and feel, make it a robust tool for understanding customer needs and preferences.
Additionally, Sogolytics supports multi-channel distribution, enabling organizations to reach respondents via email, social media, websites, and more, which helps in maximizing response rates. The platform also offers real-time data analysis with a variety of charts and tables, allowing users to quickly interpret results and identify trends.
Sogolytics Standout Features and Integrations:
Standout features include automated reminders to boost survey completion rates, sentiment analysis to gauge the emotional tone of open-ended responses, and word clouds to visualize common themes in feedback. These features collectively enhance the user’s ability to understand and act on customer feedback effectively.
Integrations include Salesforce, Microsoft Dynamics, HubSpot, Zapier, Google Analytics, Tableau, Slack, and Mailchimp.
Pros and cons
Pros:
- Variety of survey question types
- Multi-channel distribution options
- Robust data collection and analysis
Cons:
- Advanced analytics require a deeper level of technical knowledge
- Free version may be too basic for some users
Product Fruits is a comprehensive platform designed to facilitate user onboarding for web-based applications. It provides a variety of tools such as tours, walkthroughs, checklists, hints, surveys, and feedback mechanisms to guide users through the application.
Why I picked Product Fruits: I selected Product Fruits as a customer satisfaction software due to its personalized onboarding experiences which can significantly improve product activation rates, conversions, and NPS scores, while reducing the number of support tickets.
Product Fruits enables businesses to collect feedback from customers, track feature requests, and analyze data to make data-driven decisions. The tool provides a collaborative platform where teams can create and share surveys, engage in discussions, and evaluate feedback to understand customer needs and preferences.
Product Fruits Standout Features & Integrations
Features include interactive tours and walkthroughs, onboarding checklists, and hints and tooltips, all of which guide users through an application and highlight its main functionalities. The tool also provides a feedback widget and in-app survey functionalities (including NPS surveys), allowing businesses to gather user feedback and measure satisfaction.
Integrations include pre-built connections to mixpanel, Heap, Google Analytics, Slack, Smartlook, Segment, customer.io, and HubSpot.
Pros and cons
Pros:
- Can be implemented without a developer
- The product is GDPR compliant
- You only pay on monthly active users
Cons:
- Only a subset of features works with the Chrome extension
- No support for native iOS/Android apps
Velaris is a comprehensive customer success platform designed to help SaaS businesses thrive by proactively engaging with customers and ensuring they achieve their desired outcomes. The tool offers features like data and analytics, automation, and collaboration to provide actionable insights for customer success teams.
Why I picked Velaris: Velaris offers AI-powered analytics, providing deep insights into customer behavior and satisfaction. The platform's ability to consolidate all customer data into a single, intuitive interface allows businesses to gain a 360-degree view of their customers.
The inclusion of sentiment analysis further allows businesses to gauge customer feelings and address issues before they escalate, ensuring a more personalized and effective customer service experience. Additionally, Velaris offers customizable success plans and playbooks, which standardize processes and ensure consistency in customer interactions.
Velaris Standout Features and Integrations:
Standout features include an automation builder, which allows businesses to create flexible automation workflows with an intuitive drag-and-drop interface. Additionally, the AI Copilot leverages AI to provide proactive customer success management, including sentiment analysis and auto-creation of high-impact tasks.
Integrations include Slack, Microsoft Teams, Intercom, MailChimp, Outlook, Google Drive, HubSpot, Jira, and Salesforce.
Pros and cons
Pros:
- AI-powered analytics to provide valuable insights
- Collaboration features to engage with customers
- Allows users to manage all customer information in one place
Cons:
- Initial setup may be complex
- Could offer more integrations
Survicate is a survey software tool designed to collect feedback from customers and website visitors. Its aim is to help businesses understand customer preferences, improve products and services, and make informed decisions based on collected feedback.
Why I picked Survicate: I selected Survicate for this list because allows businesses to conduct surveys across multiple channels, including email, web, mobile, and in-app, to gather insights from customers and website visitors. Overall, the platform boasts an average online survey response rate of 30%, capturing survey responses even from partially completed surveys.
Survicate surveys can be used to measure key satisfaction metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). They can also be tailored using various templates, and can feature custom logos, brand colors, and messages to maintain brand consistency across surveys.
Survicate Standout Features and Integrations
Features include a drag-and-drop creator for survey creation, a centralized feedback hub, automated feedback collection, real-time analytics to understand survey responses at a glance, and email embedding. I also like that Survicate uses advanced targeting to show surveys when users are most likely to answer, such as after a certain action is taken on a website or at a specific point in the customer journey.
Integrations include ActiveCampaign, Drip, Amplitude, HubSpot, Intercom, Mailchimp, Salesforce, FullStory, Zendesk, and Microsoft Teams.
Pros and cons
Pros:
- Provides real-time feedback collection
- Able to capture partial responses
- Easy to set up and use
Cons:
- Limited maximum response limit per month
- Survey visuals can be inconsistent
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 and cons
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
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 and cons
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
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 and cons
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
HubSpot is an all-in-one customer relationship management (CRM) platform that helps you collect customer feedback with a variety of tools. The solution offers ready-made templates that allow you to assess different customer satisfaction metrics at different points in the customer journey.
Why I picked HubSpot: I picked HubSpot because it enables you to create dedicated surveys, fast. The platform offers templates for a variety of questionnaires, each dedicated to assessing specific metrics, such as net promoter score (NPS), customer effort score (CES), or customer satisfaction (CSAT).
The variety of templates HubSpot offers makes the platform ideal for novice CX specialists because it allows them to collect feedback and gain valuable insights without previous experience.
HubSpot Standout Features and Integrations:
Standout features include NPS surveys, a customer feedback dashboard, and customer segmentation. I’m a fan of HubSpot’s customer feedback dashboard because it creates a central location for all the feedback you collect from customers and allows you to track how customer satisfaction changes over time.
Integrations include analytics, communication and collaboration tools, such as Zoom, Salesforce, WhatsApp Business, Supermetrics, Lucky Orange, OneSignal, Tableau, Amplitude, Make, and Unbounce. You can access more tools via Zapier. HubSpot also offers a REST API for setting up additional custom integrations.
Pros and cons
Pros:
- Smooth learning curve
- Proactive support
- Multiple survey templates available
Cons:
- The platform’s many features can seem overwhelming to some users
- Survey templates could be more customizable
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.
| Tools | Price | |
|---|---|---|
| CRM Creatio | From $25/user/month | Website |
| Brand24 | From $79/month (annually) | Website |
| Sogolytics | From $25/month (billed annually) | Website |
| Product Fruits | From $89/month | Website |
| Velaris | Pricing upon request | Website |
| Survicate | From $59/month | Website |
| SurveyMonkey | From $25/user/month (billed annually) | Website |
| Totango | From $249/month (2 users + 200 customer accounts) | Website |
| Pendo | Pricing upon request | Website |
| HubSpot | From $45/user/month (billed annually) | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareOther 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:
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?
There’s no denying that there’s some overlap between these types of solutions. However, the main difference between them is what they’re designed to measure:
- Customer satisfaction software is designed to measure how happy your user base is with your product while they’re using it.
- Customer experience software is designed to measure the user’s feelings regarding your product across the customer journey – from the moment they heard of your solution, to acquisition, onboarding, usage, and eventual churn or becoming an evangelist.
- Customer success software is designed to measure how well your customers can use your product to achieve their goals – so it’s more about measuring if your solution is a good enabler for customer success (hence the name).
What key metrics should you track to monitor customer satisfaction?
While there are multiple customer satisfaction metrics you can track, you can’t go wrong if you stick to the KPIs most customer success teams use:
- Customer satisfaction score (CSAT)
- Net Promoter Score (NPS)
- Customer churn rate
- Customer lifetime value (CLV)
How do you conduct a customer experience audit?
Conducting a customer experience audit is a complex process that involves multiple steps, such as:
- Defining your goals: You should have specific goals in mind, such as reducing churn or increasing the number of promoters.
- Collecting data: Send surveys, interview your clients, follow keywords on social media, and so on to collect a lot of user data.
- Data analysis: Look for trends and outliers. Find out what your customers expect from your product and where you fall short of providing value.
- Choose your improvement areas: No company in the world can fix everything at once. Select the improvement areas you want to tackle based on your needs – significance, time limitations, budget, team availability, and so on.
- Measure your results: Keep track of how your changes affected customer experience and take detailed notes.
- Reevaluate: A single customer experience audit is valuable, but that value diminishes over time. You should always reevaluate and find new improvement opportunities with more audits.
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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