12 Best Feedback Management Tools Shortlist
I've scrutinized various feedback management tools and picked 12 of the best to help you collect and analyzing feedback to improve your customer experience. Let's dive in!
- UserVoice - Best for comprehensive product feedback management
- Trustpilot - Best for collecting and leveraging customer reviews
- Canny - Best for tracking customer feedback and feature requests
- SurveyMonkey - Best for creating customizable, detailed surveys
- Nicereply - Best for measuring customer satisfaction scores
- UseResponse - Best for omni-channel customer support teams
- Zoho Survey - Best for integrating survey feedback with CRM
- GetFeedback - Best for Salesforce users seeking integrated feedback
- Feedbackify - Best for gathering website-specific customer feedback
- Qualtrics - Best for advanced user experience research
- Typeform - Best for creating engaging, interactive forms
- Google Forms - Best for simplicity and easy sharing of forms
As someone with plenty of experience working with user feedback, I know firsthand how pivotal using the best customer feedback tools can be in curating a seamless customer journey. These tools form the backbone of your feedback loop, enabling you to collect customer feedback and use sentiment analysis to pinpoint areas for improvement, thus enhancing customer experience and, eventually, increasing customer retention.
Customer feedback is about creating a bridge between product management and customer success, making users feel heard and valued. However, each user is different, with different preferences for how they want to submit feedback. The beauty of customer feedback management software therefore lies in its versatility.
For example, some tools can be integrated in-app, providing pop-up feedback widgets that record user behavior, capture screenshots, and even allow for quick follow-up via SMS or email surveys. Others integrate with social media or send surveys through email. Moreover, many tools offer a variety of fundamental back-end features like net promoter score assessment and ticketing. The key to finding the best tool for you lies in identifying which tool best addresses your unique pain points.
What Is a Feedback Management Tool?
A feedback management tool is a digital platform used primarily by businesses and organizations to collect, manage, and analyze feedback data from their stakeholders, usually customers or employees. These tools provide a systematic way of understanding people's opinions, sentiments, and suggestions, and they often play a crucial role in enhancing product development, improving customer service, and fostering customer loyalty.
Feedback management tools offer a range of features, such as surveys, feedback forms, user forums, and analytic dashboards. These features can cater to various needs, including market and product research and customer experience optimization. Overall, whether you're a startup seeking user opinions on a new product or a multinational corporation tracking customer satisfaction across different regions, feedback management tools provide the essential insights needed for your team to make informed decisions and improve your offerings.
12 Best Feedback Management Tools Overviews
1. UserVoice - Best for comprehensive product feedback management
UserVoice is a well-established feedback management tool that specializes in helping businesses capture and understand customer feedback. This platform is particularly adept at managing product feedback, offering a complete set of features to streamline this crucial process.
Why I Picked UserVoice:
In my quest to identify the best feedback management tools, UserVoice stood out for its product-centric approach. I chose this platform because of its unique ability to gather, organize, and prioritize product-related feedback, enabling companies to build better products based on real customer insights. This is why I think it is "best for comprehensive product feedback management".
Standout Features & Integrations:
UserVoice's feature set is designed to simplify product feedback management. The tool offers features like smart vote capturing, customer segmenting, and feedback prioritization. It also has robust reporting capabilities for meaningful insights. In terms of integrations, UserVoice connects seamlessly with popular tools such as Jira, Salesforce, and Microsoft Teams, fostering a collaborative and informed feedback process.
Pricing:
UserVoice pricing starts from $500/user/month (minimum 2 seats).
Pros:
- Smart vote capturing allows for efficient feedback collection
- In-depth reporting provides valuable insights
- Wide range of integrations with popular software
Cons:
- High starting price may deter smaller businesses
- Steep learning curve for first-time users
- Lack of customization options compared to some competitors
2. Trustpilot - Best for collecting and leveraging customer reviews
Trustpilot is a reputable feedback management tool that provides businesses with an efficient way to collect, analyze, and display customer reviews. It excels in helping businesses make the most of customer reviews for building trust and improving service.
Why I Picked Trustpilot:
Trustpilot made it to my list due to its specific focus on customer reviews, a critical area for any customer-centric business. I found its approach to turning customer reviews into marketing and reputation-building opportunities to be unique. Hence, I consider it "best for collecting and leveraging customer reviews"”
Standout Features & Integrations:
Trustpilot offers a robust feature set that includes review invitations, reminders, and an easy-to-use review widget for your website. It also has a strong reporting suite for analyzing review data. Trustpilot integrates well with eCommerce platforms such as Shopify, Magento, and WooCommerce, as well as CRM tools like Hubspot, helping businesses turn reviews into powerful marketing assets.
Pricing:
Trustpilot pricing begins at $200/month (billed annually).
Pros:
- Strong focus on customer reviews
- Wide range of integrations with eCommerce platforms
- Easy to use review widget for websites
Cons:
- Only annual billing available
- Limited customization options in lower-tier plans
- Reporting could be more in-depth
3. Canny - Best for tracking customer feedback and feature requests
Canny is a feedback management tool that specifically aids businesses in capturing and tracking customer feedback and feature requests. It effectively bridges the gap between businesses and their user base, making it an ideal tool for product development and improvement.
Why I Picked Canny:
In my evaluation, Canny distinguished itself with its focus on tracking feedback and feature requests, an essential component in shaping future product development. I selected Canny because of its transparency in managing feedback, enabling businesses and their users to follow the lifecycle of feature requests. This is why I believe it's "best for tracking customer feedback and feature requests"
Standout Features & Integrations:
Canny's core features include feedback boards, voting systems, and roadmap publishing, which allow businesses to organize feedback, prioritize feature requests, and communicate their plans. The tool integrates seamlessly with platforms such as Intercom, Slack, and Jira, making it easy to capture feedback from various sources and manage it all in one place.
Pricing:
Pricing for Canny starts from $50/user/month.
Pros:
- Voting system encourages user engagement
- Roadmap publishing increases transparency
- Smooth integrations with popular platforms
Cons:
- Higher price point than some alternatives
- Limited reporting capabilities
- User interface could be more intuitive
4. SurveyMonkey - Best for creating customizable, detailed surveys
SurveyMonkey is an online survey development platform, which allows users to design and send out customized surveys for data collection. This tool provides a variety of options to design detailed and targeted surveys, making it a great choice for businesses seeking in-depth insights from their customers or audience.
Why I Picked SurveyMonkey:
I picked SurveyMonkey because it stands out with its extensive survey customization options and powerful analytical tools. This flexibility in design and depth of analysis are key reasons why I find it "best for creating customizable, detailed surveys". It lets users dive deep into the data they collect, providing more meaningful insights.
Standout Features & Integrations:
Key features of SurveyMonkey include its intuitive survey builder, a wide array of question types, and strong data analytics capabilities. SurveyMonkey also offers important integrations with tools like MailChimp, Eventbrite, and Salesforce, which can significantly enhance its utility and workflow efficiency for users.
Pricing:
SurveyMonkey pricing starts from $25/user/month (billed annually).
Pros:
- Extensive customization options
- Robust data analysis capabilities
- Broad range of integrations
Cons:
- Higher cost for advanced features
- Steep learning curve for beginners
- Limited customer support in lower-tier plans
5. Nicereply - Best for measuring customer satisfaction scores
Nicereply is a customer satisfaction survey tool that specializes in measuring key customer satisfaction metrics. Its streamlined approach to collecting and analyzing customer feedback ensures businesses get a clear, quick understanding of their customer satisfaction scores, making it an optimal tool for this purpose.
Why I Picked Nicereply:
I selected Nicereply for its primary focus on customer satisfaction measurements. This specificity differentiates it from other feedback tools and aligns with its unique selling point - it's truly "best for measuring customer satisfaction scores". Its dedication to this single purpose brings precision to the task, delivering accurate metrics that businesses can act on.
Standout Features & Integrations:
Nicereply offers features like customizable surveys, target-based scoring, and an intuitive dashboard for feedback analysis. It integrates well with a range of customer support tools, including Zendesk, Help Scout, and Freshdesk, thus amplifying its value by enabling easy access to customer data and ensuring seamless workflow.
Pricing:
Nicereply pricing starts from $39/user/month (billed annually).
Pros:
- Specializes in measuring customer satisfaction
- Highly customizable surveys
- Integrates with popular customer support tools
Cons:
- Higher starting price point
- Limited feature set for users not focusing on satisfaction metrics
- Fewer integrations compared to some competitors
6. UseResponse - Best for omni-channel customer support teams
UseResponse is an all-in-one customer support software that provides a suite of tools designed to manage customer interactions across various channels. The solution enables businesses to consolidate and streamline their customer support efforts, justifying its reputation as best for omni-channel customer support teams.
Why I Picked UseResponse:
I chose UseResponse for this list because of its comprehensive support coverage across multiple channels, including social media, email, and live chat. What makes it stand out is its ability to centralize all customer support interactions, offering a single point of reference for all customer feedback. In my judgment, UseResponse fits the bill for omni-channel customer support teams due to its extensive feature set tailored specifically for this purpose.
Standout Features & Integrations:
UseResponse includes features like multi-channel support, AI-powered chatbots, and a knowledge base for self-service. It integrates with numerous other platforms, including but not limited to Slack, Zoom, Zapier, Jira, and Salesforce, ensuring a smooth flow of data and functionality across different software tools.
Pricing:
Pricing for UseResponse starts from $49/user/month (billed annually).
Pros:
- Offers a comprehensive multi-channel customer support solution
- Features AI-powered chatbots
- Robust integration options
Cons:
- Starting price is higher than some competitors
- Might be overly complex for small businesses
- UI might be challenging for non-tech savvy users
7. Zoho Survey - Best for integrating survey feedback with CRM
Zoho Survey is a powerful survey tool that allows businesses to create detailed surveys for their customers. The key advantage of Zoho Survey is its capability to integrate responses with Zoho's CRM, making it an ideal solution for businesses looking to merge customer feedback with their existing CRM data.
Why I Picked Zoho Survey:
I selected Zoho Survey for this list because of its powerful CRM integration capabilities. It's unique in its ability to directly link survey data with CRM records, which allows businesses to better understand their customers' experiences and needs. My choice was influenced by Zoho Survey's strong CRM integration, making it an exceptional tool for integrating survey feedback with CRM.
Standout Features & Integrations:
Zoho Survey provides a wide variety of survey templates and customizable options, allowing businesses to gather a broad range of customer data. Its standout integrations are primarily with other Zoho products, notably Zoho CRM, but it also supports integration with third-party applications such as Google Sheets, MailChimp, and Zendesk.
Pricing:
Pricing for Zoho Survey starts from $20/user/month (billed annually).
Pros:
- Provides excellent integration with Zoho CRM
- Offers a wide variety of customizable survey templates
- Supports integration with other third-party applications
Cons:
- The user interface can be complex for new users
- The pricing might be higher than some competing survey tools
- Strong focus on Zoho ecosystem could be limiting for those not already using Zoho products
8. GetFeedback - Best for Salesforce users seeking integrated feedback
GetFeedback is a customer feedback platform that connects seamlessly with Salesforce. Designed to capture customer insights in real-time, GetFeedback’s tight integration with Salesforce makes it a prime choice for businesses that utilize Salesforce and are seeking to combine feedback with their CRM data.
Why I Picked GetFeedback:
When determining which tool to pick for Salesforce integration, GetFeedback quickly rose to the top of my list. Its distinct integration with Salesforce, as well as its ability to collect and analyze customer feedback in real time, differentiate it from other tools. Because of its strong Salesforce integration and real-time feedback capabilities, I concluded that GetFeedback is ideal for Salesforce users seeking integrated feedback.
Standout Features & Integrations:
GetFeedback stands out with its real-time feedback collection and analysis capabilities. Users can capture, interpret, and act on customer feedback instantly, making the tool a dynamic component of any Salesforce user’s toolkit. Apart from Salesforce, GetFeedback also integrates with a range of other platforms, such as Slack and Microsoft Teams, allowing users to share feedback across their organization swiftly.
Pricing:
The pricing for GetFeedback starts from $50/user/month (billed annually).
Pros:
- Provides deep integration with Salesforce
- Real-time feedback collection and analysis
- Supports integration with various platforms, such as Slack and Microsoft Teams
Cons:
- Its usefulness may be limited for non-Salesforce users
- The pricing might be steep for small businesses
- The user interface might seem complex to some users
9. Feedbackify - Best for gathering website-specific customer feedback
Feedbackify is a user-friendly tool that allows businesses to collect and analyze customer feedback specifically about their websites. The tool offers customizable feedback forms and caters to businesses aiming to understand user experience directly on their websites, in line with our 'best for' statement.
Why I Picked Feedbackify:
I picked Feedbackify for this list due to its tailored focus on website-specific feedback collection. Unlike some other tools, Feedbackify offers a strong focus on collecting and analyzing feedback about website user experience, which makes it quite distinct. This specialization makes it my preferred choice for businesses that are keen on improving their website based on customer input.
Standout Features & Integrations:
Feedbackify offers customizable feedback forms and an intuitive dashboard for feedback management, allowing businesses to capture valuable insights about their website user experience. While Feedbackify is a standalone tool with no significant integrations, its direct website embedding feature enables businesses to directly incorporate the feedback form on their website, enhancing its utility.
Pricing:
Feedbackify offers straightforward pricing at $19/month for unlimited users and feedback.
Pros:
- Specializes in website-specific feedback
- Offers customizable feedback forms
- Allows unlimited users and feedback
Cons:
- Lacks significant integrations with other tools
- Not ideal for non-website related feedback
- Might lack advanced analysis features found in other tools
10. Qualtrics - Best for advanced user experience research
Qualtrics is a sophisticated customer experience management platform that enables businesses to conduct advanced user experience research. The platform provides robust tools for survey creation, distribution, and analysis, making it an optimal choice for businesses seeking a deep dive into user experience.
Why I Picked Qualtrics:
I chose Qualtrics for its wide range of tools that provide comprehensive user experience insights. Its ability to not only collect feedback but also analyze and present it in a meaningful way differentiates it from other feedback tools. Because of its advanced functionality, it is my selection for businesses that wish to undertake sophisticated user experience research.
Standout Features & Integrations:
Qualtrics offers a vast array of features, including AI-based analytics, a diverse question library, and predictive intelligence capabilities. The platform integrates seamlessly with numerous business tools such as Salesforce, Marketo, and Tableau, thereby enabling smoother data processing and analysis workflows.
Pricing:
Qualtrics uses a quote-based pricing model. Businesses interested in using the platform will have to contact the company for a tailored quote, as public pricing information is not readily available.
Pros:
- Offers a comprehensive suite of feedback tools
- Provides robust data analytics features
- Includes multiple useful integrations
Cons:
- The advanced feature set may be overwhelming for beginners
- Pricing information is not transparent
- May be overkill for smaller businesses or simpler use cases
11. Typeform - Best for creating engaging, interactive forms
Typeform is a unique online platform that specializes in creating dynamic, interactive forms that are not just functional but enjoyable for users to complete. Given its focus on user engagement and interactive design, it's best for businesses aiming to provide their audience with an engaging experience when gathering feedback.
Why I Picked Typeform:
When I was selecting tools for this list, I was particularly drawn to Typeform due to its unique approach to form design. It stands out with its ability to create forms that are not just about data collection but also about creating an engaging user experience. In my judgment, Typeform's unique approach to interactivity and engagement makes it the best choice for creating interactive forms.
Standout Features & Integrations:
Typeform is known for its intuitive interface that allows for the creation of beautifully designed, interactive forms. It offers features like logic jumps, answers piping, and a wide array of question types to keep respondents engaged. Typeform integrates with popular platforms like Google Sheets, Mailchimp, and Zapier, enabling data to be easily sent to other tools.
Pricing:
Pricing for Typeform starts from $35/user/month. This is the cost for their "Essentials" plan, which includes core features like unlimited typeforms and responses, templates, and basic integrations.
Pros:
- Creates highly engaging, interactive forms
- Offers a good range of integrations
- Provides a wide variety of question types
Cons:
- Might be pricier compared to other platforms
- The advanced design features might have a steeper learning curve for beginners
- Some essential features only available in higher-priced tiers
12. Google Forms - Best for simplicity and easy sharing of forms
Google Forms is an uncomplicated, user-friendly tool that allows you to easily create and distribute forms. Its simplicity and seamless integration with other Google apps make it best for users looking for straightforward form creation and easy sharing options.
Why I Picked Google Forms:
Google Forms made it onto this list due to its straightforward, no-frills interface and the ease with which you can share and distribute forms. It is distinctive in its integration with other Google products, making sharing and collaboration effortless. This factor led me to choose it as the best tool for simplicity and easy sharing of forms.
Standout Features & Integrations:
Google Forms allows users to create custom forms with a variety of question types. Its standout features include real-time response information, automatic summaries of collected data, and custom themes. As a part of the Google Workspace, it integrates well with Google Sheets, Google Drive, and Gmail, enabling an easy flow of data across these platforms.
Pricing:
Google Forms is available for free to all users with a Google account. Additional functionality can be unlocked with a Google Workspace subscription, which starts from $6/user/month.
Pros:
- User-friendly and easy to use
- Integrates seamlessly with other Google products
- Free to use with a Google account
Cons:
- Limited customization options compared to other platforms
- Lacks advanced data analysis tools
- No direct integration with non-Google apps
Other Feedback Management Tools
Below is a list of additional feedback management tools that I shortlisted but did not make it to the top 12.
- JotForm - Good for intuitive form design with robust customization options
- Medallia - Good for comprehensive customer experience management across multiple touchpoints
- Survicate - Good for targeted customer surveys across various digital platforms
- Zendesk - Good for integrating customer service and feedback in a single platform
- Reputology - Good for monitoring and managing online reviews
- Feedback Genius - Good for Amazon sellers seeking automated feedback communication
- Feedier - Good for gamified feedback collection to increase response rates
- BirdEye - Good for managing business reputation and customer experience
- HappyOrNot - Good for simple, instant customer satisfaction insights
- Wootric - Good for measuring customer experience metrics like NPS, CSAT, and CES
- AskNicely - Good for real-time customer feedback and automated responses
Selection Criteria for Feedback Management Tools
In my extensive exploration of feedback tools, I've personally tested and researched numerous platforms to find the ones that stand out in terms of functionality, features, and usability. My criteria were specifically tailored toward the unique requirements of feedback collection and customer experience improvement.
Core Functionality
- Enable collection of customer feedback across multiple channels
- Facilitate easy analysis of feedback data to uncover actionable insights
- Allow customization of feedback forms to cater to various customer segments
- Provide a mechanism for real-time customer engagement based on feedback
Key Features
- Customization: The ability to tailor feedback forms or surveys to match the specific requirements of your business or customer demographics
- Integration: The tool should seamlessly work with other software in your workflow, such as CRM or helpdesk systems
- Analytics: Advanced analytics capabilities to transform raw feedback into clear, actionable insights
- Automation: Features that allow for automation in feedback collection and response, to streamline processes and ensure timely engagement
Usability
- User Interface: Feedback tools need to have an intuitive, clean interface. Cluttered or overly complex interfaces can lead to difficulty in setting up surveys and deciphering feedback data.
- Onboarding: Onboarding should be a straightforward process, with resources available to help users understand and navigate the platform.
- Customer Support: The tool should have a responsive customer support team to resolve any issues promptly. Access to resources such as guides, tutorials, and community forums are also beneficial.
- Configuration: Feedback tools should offer easy configuration of surveys, customizable response triggers, and straightforward data analysis options.
People Also Ask
What are the benefits of using feedback management tools?
Feedback management tools offer several benefits:
- They help to systematically collect valuable customer insights, aiding businesses in understanding customer preferences, pain points, and overall experience.
- They allow real-time engagement with customers, thus promoting immediate responses to customer concerns and enhancing customer satisfaction.
- They provide robust data analysis capabilities, turning raw feedback data into actionable insights for business improvement.
- They streamline the process of feedback collection, making it more efficient and less time-consuming.
- They facilitate integration with other business systems like CRM or help desk software, ensuring smooth data flow and comprehensive customer view.
How much do feedback management tools cost?
The pricing of feedback management tools tend to vary significantly depending on the specific features, number of users, and scale of operations. Typically, you can expect to pay anywhere from $10 to over $100 per user per month, depending on the features and functionality you need. Enterprise-level solutions with more advanced features might cost more.
Most feedback management tools operate on a subscription model, where users pay a monthly or annual fee to access the service. The fee often scales with the number of users or volume of feedback data processed. Some also offer a tiered pricing structure, with more advanced features and capabilities available at higher pricing tiers.
What are the cheapest and most expensive feedback management tools?
While pricing can vary and change over time, as of my last update, Google Forms is one of the more affordable options as it is free for basic use. On the other end of the spectrum, tools like Medallia can be more expensive due to their extensive features and enterprise-level capabilities.
Are there any free feedback management tools available?
Yes, there are free feedback management tools available. Google Forms, for instance, offers basic feedback collection and analysis functionalities for free. However, for more advanced features like automation, integrations, and advanced analytics, a paid tool is usually necessary.
Other Software Reviews
If you feel like falling down a customer feedback rabbit hole, feel free to check out some of our other articles on the subject:
What do you think?
I hope you've found this guide helpful as you navigate the process of choosing the right feedback management tool for your needs. These are just a few of the many options out there, and the right choice will always depend on your business needs, usability preferences, and budget constraints. From cost-effective solutions like Google Forms to advanced platforms like Medallia, the market offers a wide array of options suitable for different use cases. There might even be some hidden gems out there that I missed in my roundup.
If you know of a tool that should be on this list or have experience with one that you'd like to share, I'd love to hear from you in the comments below. Your insights can help enrich this resource and provide additional value for others in their search for the perfect feedback management tool.