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.
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.
- Comprehensive customer database management
- Many out-of-the-box integrations
- Product usage tracking/analytics for each customer
- Learning curve for advanced features
- More in-app tutorials/guidance welcomed
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.
- Can be implemented without a developer
- The product is GDPR compliant
- You only pay on monthly active users
- Only a subset of features works with the Chrome extension
- No support for native iOS/Android apps
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.
- Good branding options
- Allows you to invite team members to analyze feedback
- Flexible, customizable tool
- Setting up surveys with advanced logic could be easier
- The free survey templates offer limited design customization options
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.
- Easy to create visually-appealing surveys
- Great user segmentation capabilities
- Robust in-app feedback collection features
- Manual data uploads can take a long time
- Reporting uses many rows with jargon labels
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.
- Detailed reports help you learn more about your users
- Rich library of training materials
- Helps you create personalized experiences for different customer segments
- Exporting your findings can be time-consuming
- Steep learning curve
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.
- Makes it easy to embed surveys in web pages
- Simple onboarding
- Visually appealing surveys
- Platform can lag when processing a lot of data
- The survey distribution feature can seem complicated
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.
- Smooth learning curve
- Good keyword filtering options
- Saves you time by automatically collecting social feedback
- Platform can lag when processing large datasets
- While the tool is not difficult to use, the onboarding process could be more detailed
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.
- Easy onboarding
- Simple and clean dashboards
- Proactive customer support
- Reporting feature could be more granular
- UI can feel clunky at times
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.
- Allows you to personalize your surveys with images
- Allows you to collect feedback in real-time across multiple channels
- Simple implementation and onboarding
- Changing questions in live surveys can mess up your results
- Some survey templates can fail to load properly at times
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.
- Great customer support team
- Multiple survey templates available
- Drag and drop interface to create surveys
- Reports could be more detailed
- Customizing where in-app surveys should show up can be time-consuming
Qualtrics XM Frontline Digital
Best for automated dropoff detection
Best for managing unsatisfied customers
Best for novice CX specialists
Best for high-response user surveys
Best for simple survey creation and distribution
Best for tracking health and churn
Best for personalized customer experiences
Best for sentiment analysis
Best for identifying unsatisfying customer interactions
Best for fast survey creation
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:
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.
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.
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.
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.
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.
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.
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?
- 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
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.”
Subscribe to the CX Lead newsletter if you want to receive tips on how to optimize your product for customer satisfaction directly in your inbox.