22 Best Feedback Management Tools For 2024
10 Best Feedback Management Tools Shortlist
Here's my pick of the 10 best software from the 25 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Sifting through countless feedback management tools to find the perfect fit can be daunting. You want to capture detailed customer feedback and use insights to inform your customer experience strategy - and need the right tool for this project. I've got you covered! Leveraging years of experience as a CX specialist working with some of the biggest thought leaders in this space, I've evaluated multiple platforms to share my list of the most effective feedback management tools.
What Is a Feedback Management Tool?
A feedback management tool is a digital platform used by businesses and organizations to collect, manage, and analyze feedback data from their stakeholders, usually customers or employees. It provides a systematic way of understanding people's opinions, sentiments, and suggestions, and often plays a crucial role in enhancing product development, improving customer service, and fostering customer loyalty.
By offering a range of features, such as surveys, feedback forms, user forums, and analytic dashboards, these tools cater to various needs, including market and product research and customer experience optimization. For 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.
The 10 Best Feedback Management Tools Overviews
Sprig
Best for capturing and analyzing customer feedback at scale with AI
Sprig is a product experience platform designed to help CX teams capture, analyze, and act on customer feedback. By integrating advanced AI into tools like in-product surveys, feedback widgets, heatmaps, and session replays, Sprig provides a comprehensive platform to collect and analyze in-the-moment insights directly from users. This real-time feedback loop helps identify customer pain points, preferences, and behavior patterns, providing actionable insights and driving data-backed optimizations to the customer experience.
Why I picked Sprig: Sprig helps your team continuously gather and analyze feedback at scale, allowing you to focus on implementing changes rather than managing the feedback process and manually sifting through high volumes of data. With in-product surveys, heatmaps, and session replays, it enables you to collect hyper-relevant experience data directly from your users while they’re engaging with your product.
Additionally, Sprig's AI-powered analysis tool automatically summarizes and categorizes user feedback and behavior data, making it easy for CX teams to understand and prioritize issues without needing to spend hours manually sifting through every user response themselves. Its ability to automate complex feedback flows makes it an efficient solution for busy teams managing high volumes of customer feedback.
Standout Features & Integrations:
Features include in-product surveys, unmoderated feedback collection, heatmaps, session replays, and video interviews to capture user insights. You can set up automated workflows to collect feedback at various touchpoints, and easily analyze results through Sprig’s AI-powered reporting.
Integrations include Mixpanel, Amplitude, Jira, Slack, Segment, Google Analytics, and Optimizely.
Pros and cons
Pros:
- Surveys built into the product
- Video interviews for rich feedback
- In-product testing for quick insights
Cons:
- Limited customization for surveys
- Requires some technical setup
Sogolytics is an advanced feedback management tool designed to help organizations of all sizes gather, analyze, and act on critical feedback from various stakeholders. The platform's intuitive design and robust features make it a good choice for anyone needing reliable and insightful data collection and analysis tools.
Why I Picked Sogolytics: One of the reasons Sogolytics excels as a feedback management tool is its powerful analytics capabilities. The platform provides live reports and response trend analysis, allowing users to gain immediate insights into their data. Advanced reporting features like cross-tab analysis and conditional formatting help in identifying patterns and trends within the feedback, making it easier to draw meaningful conclusions. Additionally, Sogolytics' Omni report offers a comprehensive view of all feedback data.
Another standout feature is the platform's ability to personalize survey experiences. Sogolytics includes tools such as automated reminders and personalized survey invitations. It also has advanced branching and skip logic to ensure that respondents are only presented with relevant questions.
Standout Features & Integrations:
Features include ready-to-use survey templates that cater to various purposes, from customer satisfaction to employee engagement. It also supports anonymous surveys and has an intuitive drag-and-drop interface that simplifies survey creation, allowing users to design professional surveys without extensive technical knowledge.
Integrations include Google Drive, HubSpot, Mailchimp, Microsoft Teams, Salesforce, Slack, SurveyMonkey, Trello, Webhooks, and Zendesk.
Pros and cons
Pros:
- Supports multiple languages
- Variety of templates and design options for surveys
- Advanced metrics and custom KPIs
Cons:
- Some advanced features may come with a learning curve
- The free version has limited features
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. In particular, I selected Canny because of its transparency in managing feedback, enabling businesses and their users to follow the lifecycle of feature requests.
The platform offers various channels for customers to submit their requests, such as a public feedback board, in-app widgets, and integrations with tools like Intercom and Slack. Canny then helps businesses categorize and tag feature requests based on different criteria, such as product area, customer segment, or priority level.
Standout Features & Integrations:
Features include feedback boards, roadmap publishing, and voting systems that allow users to vote on feature requests, enabling businesses to gauge the popularity and demand for specific ideas or enhancements. These features can help businesses to organize feedback, prioritize feature requests, and communicate their plans.
Integrations include Intercom, Slack, GitHub, HubSpot, Discord, Microsoft Teams, Google Workspace, Okta SSO, Google Analytics and Jira.
Pros and cons
Pros:
- Voting system encourages user engagement
- Roadmap publishing increases transparency
- Easy to set up
Cons:
- Limited advanced reporting capabilities
- User interface could be more intuitive
PathPro is a cloud-based product management tool focused on enabling businesses to gather and prioritize customer feedback and suggestions. It offers features such as community-driven feedback and feature voting, allowing companies to integrate these insights directly into their product development processes.
Why I Picked PathPro: I picked PathPro because its system allows customers to submit suggestions and vote on ideas, helping prioritize the most requested features for development. By aggregating user feedback into actionable insights, PathPro simplifies product management, ensuring that the most critical and popular features are addressed first.
Another notable feature is PathPro's interactive roadmaps. This allows you to manage feedback and sort them into actionable plans. You also have the option to make these roadmaps public, fostering more transparency across the entire development cycle.
Standout Features & Integrations:
Features include task assignments, to-do lists, feature and idea submission tools, interactive release notes, contributor shoutouts, news and announcements, public timelines, and customer analytics.
Integrations are not currently listed on PathPro's website.
Pros and cons
Pros:
- Interactive release notes
- Good feature voting system
- Public roadmaps to enhance transparency
Cons:
- Lacks other feedback tools, like surveys
- Could offer more robust project management features
Survicate is a multi-channel user survey platform that helps your teams collect feedback and insights from customers, users, and website visitors. Surveys conducted through the software boast an average 30% response rate, compared to an average 5% response rate for other online surveys.
Why I picked Survicate: This platform made it onto my list because it makes it easy to gather feedback from multiple sources. Because of this, it can provide insights across user touchpoints, helping to form a complete picture of the customer journey. It can even capture data from partially completed surveys, making sure no bit of feedback goes untapped.
Surveys can measure key customer satisfaction metrics including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Custom branding can be added to provide a consistent user experience, and multiple question types can be configured.
Standout Features & Integrations:
Features include pre-built, customizable templates that cover common areas of customer satisfaction. You can also set up the surveys to appear only when key actions are taken, targeting users when they’re most likely to engage. The software also has AI features that support the faster creation and analysis of surveys.
Integrations include ActiveCampaign, Drip, Amplitude, HubSpot, Intercom, Mailchimp, Salesforce, FullStory, Zendesk, and Microsoft Teams.
Pros and cons
Pros:
- Ability to create targeted surveys
- Quick and helpful customer support
- Easy-to-use interface and widget design
Cons:
- Limited maximum response limit per month
- Integrations not available in freemium plan
UseResponse is an all-in-one customer support software that provides a suite of tools designed to manage customer interactions across various channels. This omni-channel solution enables businesses to consolidate and streamline their customer support efforts.
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 into a robust ticket management system, offering a single point of reference for all customer feedback.
Additionally, UseResponse provides threaded discussions and notification systems that enable real-time communication among team members. This allows support agents to collaborate on tickets, assign tasks, and share internal notes or knowledge base articles, ensuring more efficient issue resolution.
Standout Features & Integrations:
Features include multi-channel support, AI-powered chatbots, multilingual support, CSAT surveys, extensive brand customization, and a knowledge base for self-service. UseResponse also allows businesses to create community forums for customers to ask questions, share ideas, and engage in discussions with other users and company representatives.
Integrations include Slack, Zapier, Jira, Confluence, HubSpot, Azure DevOps, Zoho CRM, and Salesforce.
Pros and cons
Pros:
- Responsive customer support team
- Features AI-powered chatbots
- Simple, functional, and intuitive user interface
Cons:
- UI might be challenging for non-tech savvy users
- Might be overly complex for small businesses
- Individual conversations with the same customer can't be merged
SurveyMonkey is an online survey development platform that 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 for its extensive customization options that allow teams to create detailed, well-branded surveys. For example, SurveyMonkey gives you control over the layout and structure of your survey questions and pages. You can rearrange questions, group them into sections or pages, and control the flow and order of questions. This flexibility allows you to design surveys that follow a logical progression and are easy for respondents to navigate.
SurveyMonkey also offers advanced logic features such as skip logic and branching, which enable you to create dynamic surveys that adapt based on respondents' previous answers.
Standout Features & Integrations:
Features include its intuitive survey builder, a wide array of question types, survey invitations and thank you messages, brand customization features. It additionally has strong data analytics capabilities that can help you generate customized charts and graphs.
Integrations include MailChimp, Eventbrite, Google Drive, Microsoft Teams, Zoom, Microsoft OneDrive, CleverX, and Salesforce.
Pros and cons
Pros:
- Intuitive user interface
- Robust data analysis capabilities
- Extensive customization options
Cons:
- Limited customer support for lower-tier plans
- Steep learning curve for beginners
- Higher cost for advanced features
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 focus on customer satisfaction measurements. Its dedication to this single purpose brings precision to the task, delivering accurate metrics that businesses can act on, including net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES).
Nicereply also provides reporting and benchmarking features to help businesses analyze and compare their customer satisfaction metrics. The platform offers visual dashboards and reports that display key metrics, trends, and performance over time. Additionally, Nicereply provides benchmarking data that allows businesses to compare their customer satisfaction scores against industry averages or other companies in their sector.
Standout Features & Integrations:
Features include customizable surveys, omni-channel feedback collection, target-based scoring, and automated follow-ups and reminders. Nicereply also incorporates gamification elements, such as leaderboards and achievements, to motivate teams to consistently deliver exceptional customer service.
Integrations include Zendesk, Help Scout, Front, Outlook, Gmail, Mailchimp, LiveAgent, Gladly, Dixa, and Freshdesk.
Pros and cons
Pros:
- Customers can review and rate interactions
- Highly customizable surveys
- Specializes in measuring customer satisfaction
Cons:
- Fewer integrations compared to some competitors
- Limited feature set for users not focusing on satisfaction metrics
- Daily CSAT calculations can bring down your overall CSAT average
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. Its unique ability to gather, organize, and prioritize product-related feedback enables companies to build better products based on real customer insights. For example, UserVoice offers automated notifications and Slack updates that can alert teams of product launch issues and bugs, allowing teams to respond to and solve problems more efficiently.
UserVoice additionally makes it easy to create and collect validation studies and guided microsurveys so users can continuously provide actionable product feedback.
Standout Features & Integrations:
Features include smart vote capturing, customer segmenting, and feedback prioritization. It also has robust reporting capabilities that allow you to view both real-time and historical data to provide a more comprehensive view of customer feedback and its impact on product development.
Integrations include Jira, Salesforce, Slack, Zendesk, Azure DevOps, Fullstory, Gainsight, and Microsoft Teams.
Pros and cons
Pros:
- Includes a customer-facing product-request tracking system for transparency
- In-depth reporting provides valuable insights
- Smart vote capturing allows for efficient feedback collection
Cons:
- Lack of customization options compared to some competitors
- Steep learning curve for first-time users
- High starting price may deter smaller businesses
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.
Why I Picked Feedbackify: I picked Feedbackify for this list due to its tailored focus on website-specific feedback collection. Feedbackify enables businesses to target specific pages or sections of their website for feedback collection. This feature allows businesses to gather feedback from visitors who interact with specific parts of their website, such as landing pages, checkout processes, or support pages. By targeting feedback collection, businesses can focus their efforts on improving specific areas of their website and gather actionable insights for optimization.
Feedbackify also provides real-time monitoring of feedback submissions, allowing businesses to promptly address customer concerns.
Standout Features & Integrations:
Features include customizable feedback forms and feedback widgets that can be placed on websites to collect feedback from visitors. Combined with its intuitive dashboard for feedback management, Feedbackify allows businesses to capture valuable insights about their website user experience. It also offers multilingual support as well as feedback routing and automation.
Integrations: Feedbackify is a standalone tool with no significant integrations
Pros and cons
Pros:
- Allows unlimited users and feedback
- Offers customizable feedback forms
- Specializes in website-specific feedback
Cons:
- Might lack advanced analysis features found in other tools
- Not ideal for non-website related feedback
- Lacks significant integrations with other tools
| Tools | Price | |
|---|---|---|
| Sprig | From $175/month (billed annually) | Website |
| Sogolytics | From $25/month (billed annually) | Website |
| Canny | From $79/month | Website |
| PathPro | From $29/month | Website |
| Survicate | From $59/month | Website |
| UseResponse | No price details | Website |
| SurveyMonkey | From $25/user/month (billed annually) | Website |
| Nicereply | From $39/month/up to 100 responses | Website |
| Uservoice | from $500/month (min 5 seats) | Website |
| Feedbackify | From $19/month for unlimited users and feedback | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareOther Feedback Management Tools
Below is a list of additional feedback management tools that I shortlisted but did not make it to the top 10.
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, usability and user interface. My criteria were also specifically tailored toward the unique requirements of feedback collection and customer experience improvement.
Core Functionalities
I required all tools included on this list to meet a basic set of requirements. They must:
- 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
In order to make sure I was only recommending the best of the best, I also required each tool to have the following 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 help desk 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
I also assessed each tool's usability. Essentially, I looked at how easy it was to learn how to use the system and how much customer support is available. For example, the tool should include a straightforward onboarding process, with resources available to help users understand and navigate the platform.
The tool should also have a responsive customer support team to resolve any issues promptly. Access to resources such as guides, tutorials, and community forums are also beneficial.
User Interface
Next, I went through each tool to make sure that it had an intuitive, clean interface. Cluttered or overly complex interfaces can lead to difficulty in setting up surveys and deciphering feedback data for internal teams, and poorly-designed UI can easily confuse your respondents and cause an increase in survey abandonment rates.
Feedback tools should therefore offer easy configuration of surveys, customizable response triggers, and straightforward data analysis options as well as simple, attractive, and comprehensible form designs.
People Also Ask
Here are some answers to commonly asked questions about feedback management tools:
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:
Final Thoughts
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.
Finally, if you want to stay up-to-date on feedback management tools, or anything else from the world of customer experience, please sign up for our newsletter to get the latest insights from industry experts!