10 Best Customer Feedback Tools in 2024 – Comparison | Updated List

Did you know that a staggering 77% of consumers hold brands in higher regard when they actively seek and apply customer feedback? This number clearly shows how important customer feedback is.

But don’t worry, there is no need to stress about how to design surveys, send them, analyze them, etc. There are tons of tools for customer feedback collection that can provide you with customer feedback solutions and enable you to manage survey campaigns effectively.

However, merely having a customer feedback tool is NOT enough.

To truly benefit from it, the customer feedback tool must

• provide customization capabilities
• provide multiple survey-sharing channels
• gather feedback in real-time, 
• enable real-time ticketing management to close the feedback loop, and many more!

But how will you ensure that your customer feedback collection tool is perfect for your business? Well, let’s find out!

Here are the 10 best customer feedback tools. Let’s dive deeper to analyze each customer feedback platform and decide which is the best tool for customer feedback management for your business.

What is a Customer Feedback Tool?

A customer feedback tool helps you to understand your customers’ experiences with your products, services, or overall brand. It enables you to gather feedback through various surveys such as NPS, CES, and CSAT. These tools not only help in collecting feedback but also provide analytical capabilities to interpret the data and generate actionable insights. By using customer feedback solutions, businesses can identify areas for improvement, enhance customer satisfaction, and make informed, data-driven decisions to refine their offerings.

Some of the key features of a customer feedback platform are:

• Survey Creation and Distribution: Allows businesses to create customized surveys with various question types and distribute the survey via multiple channels like SMS, WhatsApp, etc.
• Feedback Collection: Enables businesses to gather feedback from customers in real-time and also support different feedback types, including text comments, ratings, NPS, CSAT, CES, etc.
• Data Management and Integration: Facilitates the organization of feedback data in a centralized system and also enables integration with other business systems.
• Advanced Analysis: Offers tools for analyzing feedback data, identifying trends, and uncovering insights.
• Analytical Reporting: Provides visual reports, survey dashboards, and data export options for further analysis.

Now let us look at how to choose the right customer feedback tool for your business.

How to Choose the Right Customer Feedback Tools?

With a myriad of tools for customer feedback, it becomes more and more difficult for businesses to choose the right tool for their business needs.

Well, the right feedback tool depends on your business goals and needs. No matter what tool you pick, it should help you better understand gaps in customer experience and improve it.

Here are a few things to look for in customer feedback tools:

1. Ease of Use

Choose a tool that will make the survey process easy and cut the hours spent in designing a survey by half with simple navigation, easy UI, and pre-designed survey templates. 

2. Multi-Channel Feedback

Did you know that 90% of customers who expect interactions across multiple channels report positive experiences with multichannel marketing?

Opt for a platform that allows feedback collection from various channels such as email, website forms, SMS, social media, etc. This ensures that you capture feedback from diverse customer touchpoints.

3. Integrations

According to the Gartner 2023 Global Software Buying Trends report, for companies globally, integrations are the #3 most important factor for buyers.

So, look for tools with integration capabilities with your existing tools and systems, such as CRM software, helpdesk platforms, or project management tools. Seamless integration streamlines workflows and enhances data sharing by saving up to 4 hours a week that was spent on switching in between different apps and websites. 

4. Pricing

Consider your budget and evaluate pricing plans offered by different feedback apps. Ensure that the features provided align with your requirements and offer good value for money. 

Also, read the fine lines. Choose a tool with transparent pricing with no hidden pricing because more often than not there are many hidden costs that come with these tools.

For example, for downloading certain reports or for certain third-party integrations. 

5. In-built Survey Templates

Look for a feedback app that provides pre-built survey templates tailored for different industries or feedback types. With these in-built survey templates, you can save time and effort in survey design and can launch surveys within 5 minutes as you don’t have to create them from scratch.

6. One-on-one Expert Consultation for CX Implementation

Creating surveys and analyzing reports is not an easy task and you might require some help and guidance in this journey. So, choose a customer feedback tool that offers end-to-end CX consultation to help you effectively implement your customer experience strategies based on the feedback. This personalized guidance can be valuable for optimizing your feedback process.

7. Closing the loop

Well, taking feedback is of no use if you won’t close the loop on it. So, choose a feedback app that facilitates closing the feedback loop with customers by enabling you to respond to feedback in a timely manner. Features like real-time ticketing systems or automated workflows enable you to get instant detector alerts, assign tasks to concerned agents, and automatically escalate the ticket if action is not taken within the given time period.

8. Text Analytics Software

Choose a tool that has advanced Text Analytics capabilities to help in extracting valuable insights from unstructured feedback data such as comments or reviews. This feature will help eliminate weeks of manual analysis efforts into a few minutes and streamline your analysis and reporting process efficiently. 

As discussed above, customer feedback plays a critical role in decision-making and gauging customer satisfaction. But all of this is possible if the Customer Feedback Tool that you are using gathers all the customer feedback efficiently, creates an in-depth analysis, and offers all the required information to make the changes in time. 

So, to help you out, we have compiled a list of the 10 best customer feedback tools in 2024 with their features, pros, cons, and more. 

Now that we know how to choose the right tool let’s take a look at 10 customer feedback tools.

A Detailed Overview of 6 Best Customer Feedback Tools

As discussed above, customer feedback plays a critical role in decision-making and gauging customer satisfaction. But all of this is possible if the Customer Feedback Tool that you are using gathers all the customer feedback efficiently, creates an in-depth analysis, and offers all the required information to make the changes in time. 

So, to help you out, we have compiled a list of the 10 best customer feedback tools in 2024 with their features, pros, cons, and more. 

1. SurveySensum

SurveySensum is one of the best customer feedback tools that is quickly gaining popularity in the CX industry. This AI-powered customer feedback tool helps you gather, analyze, and take action on customer feedback – and is known for taking relevant action on the feedback that actually drives revenue. 

Unlike other CX tools in the market, SurveySensum provides free CX consultation and end-to-end implementation support. A CX consultant comes along to provide end-to-end support – from the very basics of creating the survey and analyzing the feedback. But that’s not all, they will also help you with what to do next, and what actions to take so that you identify the gaps and achieve your business goals.

It serves as a balance between basic and advanced survey settings and features that are suitable for organizations of all sizes. Unlike most CX tools that offer either basic features or highly advanced ones, SurveySensum strikes a balance with its user-friendly interface and advanced features. It enables beginners to easily create advanced surveys in just 5 minutes while also providing advanced analytical features like text and sentiment analysis, cross-tab analysis, etc for experts to dive deep into the data.

Best Features

• Text Analytics software to give you top customer trends and sentiments 
• Transparent and affordable pricing with no hidden charges
• Real-time customizable dashboards
• Advanced Reporting 
• Integrations (along with data import)
• End-to-end CX consultation and implementation support
• Industry-specific built-in templates
• Historical NPS 
• 24*7 customer support with a 2-hour SLA guaranteed
• Journey-based dashboard for comprehensive analysis

Pricing: The basic plan starts at $99/month.

Listening to the voice of customers is essential to understanding them and improving your business and you can do that effectively with robust customer feedback tools like SurveySenusm! Sign up here!

2. Qualtrics

Qualtrics is a customer experience management tool and one of the top-rated customer feedback software. It has intelligent user feedback tools in its array. It allows you to collect feedback at every meaningful touchpoint and instantly interpret customer’s comments. Using Qualtrics, you can start conversations with customers on any channel and convert their feedback into insights that help improve customer satisfaction and loyalty.

Our View: Qualtrics is ideal for big organizations with seasoned CX professionals who have years of experience in handling end-to-end implementation of survey campaigns and analysis, as the platform doesn’t provide CX consultation.

Let’s explore these pros and cons and the best features, in detail.

Best Features

• It offers innovative predictive intelligence and analytics for a better quality of operations.
• You can directly listen and respond to customers using the Listening engine
• Qualtrics app automatically sends recommended actions to the right teams.
• It offers the ability to add block-based questionnaire designs with a click.

*Source: G2, Qualtrics Reviews, Aug 31, 2023

G2 Review: 4.4/5

Pricing: Contact Qualtrics for detailed pricing.

3. Nicereply

Nicereply is one of the popular customer feedback tools that helps you share customized surveys easily at every interaction helping you improve your CES, CSAT, and NPS scores. The tool also allows you to track KPIs and generate reports with ease.

Our View: Nicereply is a great tool when it comes to designing and launching different types of surveys. But when it comes to analyzing and exporting data, the process requires a learning curve and be a bit laborious if you are a beginner.

Let’s explore these pros and cons and the best features, in detail.

Best Features

• Nicereply offers well-built CES, CSAT, and NPS surveys to help enhance customer experience.
• Post-resolution surveys help survey customers automatically after closing a ticket or conversation.
• This customer feedback tool also offers in-signature surveys that ask customers for feedback at the bottom of every email.
• Instant ratings help record customer answers, the moment they click the survey.

*Source: G2, Nicereply Reviews, Jun 21, 2022

G2 Review: 4.5/5

Pricing: The basic plan starts from $39/month (Annually)

4. Zonka Feedback

Zonka Feedback is one of the powerful customer feedback tools that gather feedback through surveys on multiple platforms (web, email, in-product, SMS, kiosks, etc.). The survey tool analyzes this data with industry metrics like CSAT, NPS, and CES to help businesses improve customer experience. Its advanced reporting and analytics enable businesses to get actionable insights, take action, and close the feedback loop.

Our View: The tool is great for creating micro as well as long surveys. Also, the tool is easy to use and set up making it beginner-friendly.

Best Features

• 100+ ready-to-use templates with 30+ survey question types
• Omnichannel feedback collection across different channels like emails, website, in-product/in-app, SMS, QR codes, kiosks, survey apps, and more
• Seamless integrations with other business applications like HubSpot, Salesforce, Zendesk, Slack, and more

G2 Review: 4.7/5

Pricing: Starts at $49 per month. Free trial and Free plan available

5. Retently

Retently is one of the popular customer feedback tools that concentrates primarily on measuring and improving customer satisfaction and loyalty through NPS surveys. The software drives in-depth NPS insights, delivering advanced analytics & reporting tools and audience segmentation. 

It also allows users to split customers into different groups to discover how customer satisfaction breaks down by demographic. It is one of the best real-time customer feedback tools out there.

Our View: The tool can be a great option for seasoned CX professionals and probably those who don’t need free trials to explore features, but if you are a beginner, who is not used to these tools and features, then the tool is not ideal for you as it doesn’t come with a free trial.

Let’s explore these pros and cons and the best features, in detail.

Best Features

• It has an activity dashboard for easy monitoring.
• You can utilize Reporting and Statistics to analyze and improve customer satisfaction.
• You can derive important insights from customer feedback using text and sentiment analysis.
• It offers an advanced survey template editor to customize your surveys.

*Source: G2, Retently Reviews, Jan 11, 2024

G2 Review: 4.6/5

Pricing: The basic plan starts from $25/month (Annual Invoicing)
Collect Customer Feedback With SurveySensum! Sign up here!

6. Typeform

Typeform is one of the robust customer feedback tools that businesses can use to interact with customers individually, making it look like a real conversation. It is a web-based customer feedback software that allows you to create surveys without writing any code. This tool helps you create engaging forms, surveys, and quizzes that people love to answer.

Our View: This is a beginner-friendly tool that can help you launch simple surveys with not many customization options

Let’s explore these pros and cons and the best features, in detail.

Best Features

• It can set up conversion tracking by adding Google Tag Manager or Facebook Pixel ID code snippets.
• By using Logic Jumps, you can create multiple question paths to tailor the survey to your customers and visitors.
• Typeform has human-friendly interactions and a conversational touch to its forms and surveys. This prompts people to complete the forms quickly. 
• The tool also supports video and media interactions. This exquisite experience helps get better and faster feedback from the people being surveyed.

*Source: G2, Typeform Reviews, Dec 19, 2023

G2 Review: 4.5/5

Pricing: The basic plan starts from $25/month (Annual Invoicing)

7. InMoment

InMoment is an excellent customer feedback tool designed to optimize your customer’s experience with comprehensive customer feedback solutions. It features three clouds – Customer Experience Cloud, Employee Experience Cloud, and Market Experience Cloud. 

Our View: The tool is ideal for large organizations with large numbers of employees access to seasoned CX professionals and a big budget. But if you are a small business then the tool is not for you as the tool doesn’t come with a free version for users to explore features.

Let’s explore these pros and cons and the best features, in detail.

Best Features

• The app features self-serve NPS, CSAT, and CES micro-surveys that can be deployed on multiple channels.
• It has data exploration to determine unstructured feedback easily.
• It offers reporting and dashboards to enable action and monitor trends.

*Source: G2, InMoment Reviews, Feb 07, 2023

G2 Review: 4.7/5

Pricing: Contact InMoment for detailed pricing.

Gather & analyze feedback in real-time and take action on negative feedback in time with SurveySensum!

8. UserReport

UserReport gauges usability and shows you where different kinds of visitors connect to your website. This customer feedback platform also allows users to voice their suggestions on improving their products and services through feedback forums. Moreover, its survey widget helps you conduct NPS surveys, while its feedback widget helps you collect ideas to fix errors. 

Our View: The tool is a great option for large-scale businesses with CX experts with access to huge budgets as the tool charges fees if you want to use certain features. So, not ideal for small-scale businesses.

Let’s explore these pros and cons and the best features, in detail.

Best Features

• UserReport has a dedicated feedback widget to collect feedback about products/services from users.
• The survey widget is dedicated to knowing and researching your audience.
• The demographic feature offered by UserReport helps gather insights based on the demographics of the users.

*Source: G2, UserReport Reviews, Mar 10, 2023

G2 Review: 4.5/5

Pricing: Contact UserReport for detailed pricing.

9. Chisel

Customer feedback is essential for continuously improving products but managing it can feel overwhelming. That’s where Chisel steps in to be the all-star assistant product teams need. Within minutes, you can have feedback forms integrated across the entire platform. 

Feedback management software allows teams to automate feedback collection and routing. But where this tool shines is how it intelligently analyzes and surfaces actionable insights from the input. There’s no more wasting hours digging – the critical themes float to the top instantly.

The idea box is perfect for teams to stay connected with what matters most to users. Moreover, Chisel generates actual specs from what it learns! Also, a free, essential plan also caters to startups and small teams so it is a great customer feedback tool for small businesses.

Our View: The tool is beginner-friendly and ideal for users who want to launch surveys and are not looking for in-depth analytics features as this tool lacks enhanced reporting features with advanced analytics, including user activity, feature usage, and overall product performance.

Let’s explore these pros and cons and the best features, in detail.

*Source: G2, Chisel Reviews, Dec 12, 2023

G2 Review: 4.8/5

Pricing: The plans start from $ 49 per month.

10. Qualaroo

Qualaroo is one of the unique customer feedback tools. It is powered by IBM Watson’s Natural Language Processing abilities and features a powerful AI-driven sentimental analysis. The app helps you ask the right question to the right user using its innovative proprietary survey widget. And also offers feature-rich & customizable templates for easy survey setups.

Our View: The tool is great for businesses wanting to conduct simple surveys, but it may not meet the needs of those seeking industry-specific templates or a highly customizable dashboard with nuanced filters and sorting options.

Let’s explore these pros and cons and the best features, in detail.

Best Features

• Qualaroo allows you to deploy surveys on your website, mobile app, emails, etc, or share them using direct links.
• It offers a visual survey editor with pre-built survey templates and question types. 
• The customer feedback tool has innovative AI features like Sentiment Analysis Engine and Word cloud generator to extract helpful insights from feedback.
• It offers pop-up surveys to check the pulse of customers instantly.

*Source: G2, Qualaroo Reviews, Apr 12, 2023

G2 Review: 4.3/5

Pricing: The basic plan starts from $79/month.

11. CrowdSignal

Formerly known as PollDaddy, CrowdSignal can build surveys and polls for your website, blog, and social network profiles. It offers simple and adaptable polls that enable you to customize their styles to match your social networking profile or email campaign and discover what your visitors are thinking today.

Our View: If you are someone who is looking for a simple tool to design surveys, then it is a great tool for you. However, if you are looking for a tool that has aesthetically pleasing survey templates with customization options then this tool is not for you as it is a simple platform with limited customization features.

Let’s explore these pros and cons and the best features, in detail.

Best Features

• The drag-and-drop form builder allows you to add titles, explanations, and form questions.
• You can create rules to display questions based on a user’s response using the branching tab.
• Crowdsignal allows you to select the date and time you want your form to be available for users to fill in.
• The customer feedback tool offers powerful 360-degree feedback functionality.

*Source: G2, CrowdSignal Reviews, Jul 20, 2018

G2 Review: 4.2

Pricing: The basic plan starts from $15/month (Annual Billing)

Create powerful customer feedback surveys and gather feedback the right way with SurveySensum

12. Survicate

Survicate is one of the popular customer feedback tools designed to help businesses gather insights from their customers. It offers a variety of features to collect feedback across different channels, analyze responses, and take action based on the feedback received. Features include seamless integrations, specific survey targeting and triggering, comprehensive analysis, and survey customization.

Our View: This tool is perfect for beginners who are learning the world of CX and don’t require many advanced features as this tool lacks features like a complex dashboard and also the mobile experience of the tool is not very seamless.

Let’s explore these pros and cons and the best features, in detail.

Best Features

• With the tool, users can create surveys effortlessly using an intuitive drag-and-drop creator, and no coding is required.
•  You can automate the feedback collection process with recurring surveys for a constant stream of valuable insights.
• You can customize the survey by using your own logo, brand colors, and personalized messages to make each survey an extension of your brand.

*Source: G2, Survicate Reviews, Aug 24, 2023

G2 Review: 4.6/5

Pricing: The basic plan starts from $59.00/per month.

13. Mopinion

Mopinion is a feedback analytics software that specializes in collecting and analyzing customer feedback from various digital channels. Users can create custom feedback forms and surveys tailored to their specific needs using Mopinion’s intuitive drag-and-drop editor. 

Our View: The tool is simple which makes it easy to use and beginner-friendly. But if you are a seasoned CX professional who is looking for a more intuitive tool with advanced features and customization options then this tool is not ideal for you.

Let’s explore these pros and cons and the best features, in detail.

Best Features

• Mopinion is relatively simple to implement on your website, especially if you have Google Tag Manager already set up on the website.
• It is easy to configure with drag and drop ability
• The tool has different types of forms, elements, and combinations which give users a lot of freedom to create an engaging survey.

*Source: G2, Mopinion Reviews, Jun 22, 2022

G2 Review: 4.1/5

Pricing: The basic plan starts from €259.00/per month.

14. Formstack

Formstack is a versatile online form builder and data collection platform that allows businesses to create custom forms, surveys, and workflows to collect information from customers, employees, and other stakeholders. It offers a wide range of features such as in-built survey templates, an intuitive and easy-to-use interface, and seamless integration with third-party apps.

Our View: If you are someone who is looking for a simple and beginner-friendly tool with not many design and styling options, then this is a great option for you as this tool has limited design capabilities and field styling options.

*Source: G2, Formstack Reviews, Oct 24, 2023

G2 Review: 4.4/5

Pricing: Contact Formstack for detailed pricing.

15. Usersnap

Usersnap is a customer feedback platform designed for product teams to gather product-specific insights, accelerate user testing, and improve stakeholder feedback loops. It helps capture, organize, respond to, and scale user feedback for agile product testing and instant feature validation.

Our View: This tool is ideal for simple survey creation and analysis and for someone who isn’t looking for CRM integrations as this tool lacks direct interaction with CRM systems.

Let’s explore these pros and cons and the best features, in detail.

Best Features

• The tool is very easy to set up.
• The tool is simple and flexible, which is particularly evident in its workflow design. 
• It excels in bug tracking and customer feedback collection, offering clear and actionable insights.

*Source: G2, Usersnap Reviews, Jan 14, 2024

G2 Review: 4.5/5

Pricing: The basic plan starts from $69/per month.

Conclusion

Customers are the undisputed factor that drives your business growth. Luckily, today there are plenty of user feedback tools to collect and analyze customer feedback. Working on this, you can easily create long-term relationships, develop more sales, and enhance your products and services by gathering customer feedback properly.

And the right customer feedback software makes all of this easy for you!

FAQs on Customer Feedback Tools

1. What are the methods of customer feedback?

There are multiple methods to collect customer feedback. The 6 ways of collecting feedback from customers are

1. Surveys
2. Social media
3. Online reviews
4. Free-Text Feedback 
5. Customer interviews
6. Focus groups

2. How do you track customer feedback?

To track customer feedback and make the best out of it, you need user feedback tools like SurveySensum. You use the feedback management solution to understand where your feedback comes mostly from in the first phase. Then determine the intervals when you want to collect them. Generate reports on who said what and understand what feedback matters to your business. Collect the feedback in a central location and create insightful action plans out of it. To do all these processes with ease, you need to invest in customer feedback software that automates the processes.

Customer feedback tools are software solution that enables businesses to collect, analyze, and act upon feedback from their customers. It helps companies gather insights into customer opinions, preferences, and experiences through surveys, reviews, and other feedback channels.

Customer feedback in CRM refers to the process of collecting and managing feedback from customers within the CRM system. It allows businesses to track customer sentiment, preferences, and satisfaction levels, helping them improve customer relationships and tailor their products or services to meet customer needs.

There are many tools available in the market that enable you to search through customer’s verbatim comments and one of the up-and-coming tool is SurveySenusm. The tool’s AI-enabled text and sentiment analysis software automates the process of analyzing open-ended responses and segmenting them into different relevant categories. The software also presents the report in a detailed manner for you to analyze.