Top CSAT Tools to Gauge Customer Satisfaction

Did you know that organizations that focus on satisfaction are shown to be 60% more profitable than others?

Now, that’s a pretty big number, highlighting the focus on this key CX metric – CSAT score.  If you’re not already prioritizing this aspect, it’s never too late to start, and a robust and efficient CSAT tool can help you with it!

CSAT tools help you measure your customer satisfaction levels and provide you insights on how you can improve your products and services to better meet customer expectations. 

But the key is getting it absolutely right. It can be very difficult to choose a CSAT tool that perfectly fits your specific requirements, as the cost-effective ones might not have all the required features and the ones with the best set of features might be pricey. 

So to help you make an informed decision, in this blog, we will discuss the top 15 CSAT tools, their key features, and their individual pros and cons. 

So without much ado, let’s jump straight into the list of top CSAT tools you can use to measure satisfaction. 

Best CSAT Survey Tools in 2024

Following is a quick overview of the pricing of each CSAT survey tool and the user rating we got from the G2 platform. 

1. SurveySensum

If you are looking for a CSAT tool that can help you in not just creating surveys but sharing actionable insights that actually impacts your business revenue, then SurveySensum is the tool for you.

SurveySensum is one of the best CSAT tools that helps you from creating CSAT surveys with in-built templates (or from scratch), sharing them on multiple channels, to analyzing thousands of feedback with AI. 

The cherry on the top is that it’s not just a SaaS product. Their dedicated CX experts help you at every step of the way to make your feedback actionable and achieve business objectives and KPIs.

Designed for small to medium-level enterprises, this is one of the most affordable CSAT tools in the market that caters to multiple industries such as SaaS, Retail, B2B, Automotive, BFSI, and more.

Key Features:

• 2-hour SLA support guaranteed
• AI-enabled text analytics 
• Affordable pricing (No hidden charges)
• Advanced Reporting 
• Integrations (along with data import)
• Real-time analytical dashboard
• On-site support
• Closed-loop capabilities with a real-time ticketing system

Pricing:

The tool offers a free version with unlimited users, surveys, and questions. The paid plans start from $49 per month. 

G2 Rating: 4.8/5

2. Qualtrics

Qualtrics is a leading CX platform known for its robust features. It empowers enterprises to gather feedback across various touchpoints (customer, product, brand, employee) and translate that data (X-data) into actionable insights. This rich functionality makes Qualtrics a popular choice for Fortune 500 companies and large organizations with complex CX needs.

However, Qualtrics’ pricing structure can be a barrier for small and medium-sized businesses (SMBs). Its higher costs make it not an ideal CSAT tool for SMBs with limited budgets.

Key Features:

• Access a multitude of test surveys before launching 
• Advanced survey analytics features
• Online survey customization with targeted variables

Pricing:

Though it offers a free version, the features are limited. The basic plan starts at $120 per month for one user.

G2 Rating: 4.2/5

3. SurveyMonkey

SurveyMonkey is another customer feedback survey tool you can try while researching your customer base. The tool has AI-powered features and offers actionable insights by analyzing survey data. Users mostly use SurveyMonkey for market research and insight gathering, but it can also assist organizations in understanding their customer satisfaction. 

Key Features:

• Includes a visual no-code editor 
• Provides sentiment analysis tool
• Supports custom charts and graphs

Pricing:

The pricing of its basic plan starts at $20 per user per month.

G2 Rating: 4.4/5

4. GetFeedback

The next on the list of CSAT survey tools is GetFeedback. It’s a comprehensive CX management tool designed to help businesses understand their customers. It is a cloud-based platform and can be connected with any of the third-party tools. This has a variety of features that can help you achieve your surveying goals.

Key Features:

• Provides seamless integration 
• Has advanced analytics features
• Supports feedback widgets

Pricing:

GetFeedback doesn’t provide a clear view of its pricing plans but offers a 14-day free trial.

G2 Rating: 4.6/5

5. Nicereply

Nicereply is a customer feedback tool that helps organizations collect feedback quickly and efficiently. It offers one-click surveys that provide insights into customer satisfaction, loyalty, and advocacy. In addition, its dashboard is easy to navigate and visualizes all your CSAT, CES, and NPS data.

Key Features:

• Robust CRM integration 
• Supports in-signature surveys 
• Customizable branding elements 

Pricing:

Nicereply doesn’t offer a free version but provides a 14-day trial for all its paid plans. The plans start at $59 per month for 3 users. 

G2 Rating: 4.7/5

6. NICE Satmetrix

NICE Satmetrix is a customer experience management software you can use to measure customer satisfaction. It combines customer feedback and data analytics to provide a complete view of the customer journey. 

The tool was purpose-built for managing the customer experience management process. You can effectively close the feedback loop with customers and enhance customer experience. 

Key Features:

• Map the entire customer journey 
• Advanced trends and pattern analytics 
• Offers real-time customer feedback analysis 

Pricing:

The pricing details of the tool are available upon contact. 

G2 Rating: 4.3/5

7. InMoment

InMoment is another customer satisfaction tool that helps you understand and improve your customer interactions. It provides a wide range of features that helps to collect, analyze, and act on customer feedback across multiple channels. 

Key Features:

• AI-enabled Experience Intelligence platform 
• Action XI program 
• Seamless Integration

Pricing:

Contact InMoment for pricing-related information..

Capterra Rating: 4.4/5

8. Jotform

Jotform is an online form builder and survey tool that simplifies survey creation and sharing. The CSAT tool is user-friendly and has robust customization options. It allows you to run, collect, and analyze customer feedback to understand how satisfied your customers are. 

Key Features:

• Has a simple drag-and-drop feature to create forms and surveys
• Vast library of pre-designed templates
• Conditional logic feature for dynamic surveys

Pricing:

The free version offered by Jotform is limited to 100 monthly submissions for 1 user. The paid plans start from $34 per month.

G2 Rating: 4.7/5

9. Formstack

Formstack is an intuitive customer feedback platform that offers its users a range of tools to transform how you collect and analyze data. The tool is flexible and provides secure data collection. This allows you to accelerate your business operations without sacrificing security and compliance. 

Key Features:

• Customizable surveys with an easy-to-use form builder feature
• Integration with over 40 third-party tools 
• Offers high data security 

Pricing:

The tool offers a free trial for its paid plans, and the pricing starts from $50 per month.

G2 Rating: 4.4/5

10. Survicate

Survucate is a powerful customer feedback tool that you can use to get valuable insights from your customer base and improve your customer experience. It is an efficient CSAT survey tool to measure your customers’ satisfaction level. The platform’s interface is user-friendly and allows you to create and manage surveys easily. 

Key Features:

• Offers mobile, email, and link surveys
• Includes advanced targeting features
• Offers more than 400 survey templates

Pricing:

The pricing starts at $89 per month for 3 users. 

G2 Rating: 4.6/5

11. Delighted

Delighted is a customer feedback platform that helps you gather actionable insights and measure customer satisfaction. The platform offers a range of templates to create surveys, and collect feedback. It has a drag-and-drop option that makes it easier and more accessible. It also provides Slack integration, making it easier to communicate with the team. 

Key Features:

• Supports multi-channel survey distribution 
• Wide customization options 
• Supports CSAT, CES, and NPS surveys

Pricing:

They offer a free version of the tool but no free trials. The basic plan starts at $224 when billed yearly. Contact the Delighted team to learn about monthly pricing. 

G2 Rating: 4.7/5

12. Google Forms

Google Forms is a free customer satisfaction survey tool used to gauge customer satisfaction. With this tool, you can create surveys, quizzes, and questionnaires easily. The tool also allows you to access, create, and edit surveys through websites, mobiles, or tablets. 

Key Features: 

• Offers easy-to-use visual survey builders 
• Includes features to collaborate with your team 
• Offers integration with tools like Asana, Trello, and Google Suite

Pricing:

The tool is completely free for personal use. For business purposes, the pricing is $12 per user per month. 

G2 Rating: 4.5/5

So we talked about the best CSAT tools in the market right now, but there are also some tools that don’t essentially help you with surveys & analysis but do provide some necessary additional features needed for CSAT measurement & analysis, let’s talk about them a bit.

Top CSAT Tools

The tools we discuss in this section are not essentially survey tools, nor can they measure CSAT scores. But these tools have unique features that help you understand touchpoints where customers are feeling dissatisfied and aid in improving it. 

Following is a brief overview of these CSAT tools, their pricing, and the G2 user rating. 

13. MS Clarity

Microsoft Clarity is a free user behavior analytics tool that captures how customers use your site. It helps you understand how users interact with your website and the areas of friction experienced by the users. 

You can improve the overall experience of your website/app by identifying where, when, and why users are bouncing off.

Key Features:

• Offers a unique heatmap feature
• Offers replays of user sessions 
• Has a unified dashboard  

Pricing

The tool is completely free. 

G2 Rating: 4.5/5

14. Hotjar – they were built for website analytics primarily

Hotjar, like MS Clarity, is another non-survey tool you can use to understand your customer satisfaction levels. This user behavior analytics tool provides insights into how users interact with your website/app. 

The tool uses both analytics and customer feedback to help you understand user behavior at a granular level. By understanding how users interact with your business, you can optimize accordingly to improve the user experience. 

Key Features:

• Heatmaps feature allows visualization
• Access to customer conversion funnel data
• Provides non-intrusive polls. 

Pricing

Hotjar offers a free version of the tool and free trials for its paid plans. The paid plan starts at $32 per month. 

G2 Rating: 4.3/5

15. Hootsuite

Hootsuite is actually a social media management platform. It helps you manage, schedule, and analyze social media interactions across multiple platforms. 

So, how can it help in measuring customer satisfaction? For instance, you can run a quick survey on all social media channels. You can customize the survey questions to measure the customers’ satisfaction level. 

It supports various social networks, including Facebook, Instagram, Twitter, LinkedIn, and YouTube.

Key Features:

• Robust sentiment analytics feature
• Great monitoring and tracking
• In-depth analytical reports

Pricing: 

Hootsuite doesn’t offer any free version but offers a free trial for its paid plans. The pricing starts at $99 per user per month.

G2 Rating: 4.2/5

Conclusion

Measuring customer satisfaction is, without a doubt, a necessity for all businesses. And it is essential to choose the right CSAT tool to measure it. 

By leveraging these tools, you can gauge customer sentiments, identify pain points and make necessary improvements to enhance your overall CX. In addition, these tools can empower your business to listen to the voice of the customers and take steps to meet their expectations. 

Now, remember there are several factors to consider before choosing a CSAT tool. This includes your specific requirements, budget, scalability of the tool, and more. You can make use of the free versions and trials offered by these tools to check whether they are best suited for you. 

Just keep in mind that a satisfied customer is a loyal customer. With that said, try out the free version of SurveySensum and see if it fits your business. The free version offers a large number of free surveys and questions. Try the tool now!

FAQs

A CSAT (Customer Satisfaction) tool is a software or platform designed to measure and analyze customer satisfaction levels. It typically includes features such as surveys, feedback collection mechanisms, and data analysis tools to assess how satisfied customers are with products, services, or experiences. 

A tool commonly used to trigger CSAT surveys is an email survey platform or a customer feedback management system. These tools can automate the process of sending out CSAT surveys to customers after specific interactions, such as making a purchase, receiving support, or completing a service. 

Tools for customer satisfaction encompass a range of software and platforms designed to measure, analyze, and improve customer satisfaction levels. These tools include the best customer satisfaction survey tools such as SurveySensum, SurveyMonkey, Qualtrics, and SurveyGizmo, which enable businesses to create and distribute customer satisfaction surveys efficiently. 

CSAT programs refer to initiatives and strategies aimed at measuring and improving customer satisfaction levels within an organization. These programs typically involve the use of surveys, feedback collection mechanisms, and data analysis tools to assess how satisfied customers are with products, services, or interactions with the company.