According to Customer Experience Magazine, Only one out of every 26 customers is likely to bring up their complaints. The other 25 customers will simply take their business elsewhere without a word.

These 25 customers will shift to other businesses and spread bad word-of-mouth for your brand to others. Negative publicity subsequently reduces your customer retention and acquisition rate and ultimately hits your business growth.

It’s no revelation then that listening to the customers’ voices is important. You must listen to your customers’ voices and understand their painpoints and requirements to serve them what they want. It ultimately improves the customer experience that encourages your customers to stay at your business.

With the Customer Feedback Software, measuring and managing feedback becomes a breeze for your teams. In this article, we explore some best Customer Feedback Software.

Points to ponder while choosing the best customer feedback software

Before we list down some best feedback software, let’s take a quick look at what you should look for in Customer Feedback Software (this is a cheat sheet to help you find the right Customer Feedback Tool for your company).

1. Ability to add your questions

   While standard feedback forms are great, but all companies are different. Pick a software that allows you to modify your questions easily.

2. Ability to personalize your surveys

   You invest largely in representing your brand in the market. Why not do it with surveys too? So, choose software that enables you to White-label your surveys with your logo, company branding, and theme. If you’re sending email or SMS surveys, it should get triggered from your email ID or customized SMS header. It is a great way for your customers to instantly be reminded of your brand and create a long-lasting impression.

3. Ability to measure CX Metrics

   Business leaders use three popular metrics when measuring overall customer satisfaction and experience - CSAT - Customer Satisfaction Score helps you measure Customer Satisfaction, NPS - Net Promoter Score helps you measure Customer Loyalty and Experience, and CES - Customer Effort Score helps you measure customers’ effort with the customer support team to solve their queries. While not all CX metrics may be important to you right away and ideally aren’t used in the same survey, but pick software that allows you to use these and has good analytics for them.

4. Ability to provide real-time reports

   Choose a survey tool that allows you to see your responses in real-time, access your reports, even schedule your reports, and so on.

5. Ability to collaborate with team

   Always choose a feedback tool that allows you to collaborate with your team seamlessly. It allows your team to create surveys, manage them, view reports and analytics in real-time, and quickly take actions.

6. Ability to Integrate

   Choose a survey tool that allows you to connect your business system to other tools and apps. Additionally, survey integrations automate the trigger of the schedule of the survey.

1. Zonka Feedback

• Price: $39/mo
• Review Score (Capterra): 4.9/5                                                                          
• Ease of Use (g2): 9.4/10
• Free Trial: 15 days             

Zonka Feedback is comprehensive survey software that works as a customer feedback system and a customer experience management platform. From gathering feedback to analyzing responses to taking actions for enhancing satisfaction and the overall customer experience, Zonka Feedback enables you to do all these things on a single dashboard.

In addition, it works offline for weeks and automatically syncs all data once your device is connected to the internet. Powerful integrations of Zonka Feedback helps you to connect your business system to other tools and apps to automate your workflow, like triggering surveys at a relevant touchpoint.

• Create and Customize Surveys - Even a survey can reflect your brand image. How? By white labeling your surveys - you can customize your survey by adding the company’s logo, background image, font color, theme, survey logic, language, and more. In the Zonka Feedback Survey Builder, you can manage all this and more with absolutely no coding involved.

• Measure CX Metrics - Zonka Feedback offers popular CX metrics - Net Promoter Score (NPS) to measure customer loyalty, Customer Satisfaction Score (CSAT) to measure customer satisfaction, and Customer Effort Score (CES) to gauge customer efforts to get their queries solved.

• Distribute Surveys via multiple channels - Zonka Feedback provides different survey channels to distribute your surveys - Offline channels (Kiosk Surveys, Android Surveys, iPad Surveys), Online channels (SMS, Email, Survey Links, QR Codes), and Web channels (Web Embedded Surveys, Popover Surveys, Website Feedback Button).

• Manage Survey Responses - Zonka Feedback enables you to set up instant email and SMS alerts and notifications for feedback responses. For instance, you’ll be notified in real-time about negative feedback so that you can take action immediately to address customer issues and concerns.

• Analyze Survey Responses - With powerful analytical capabilities, Zonka Feedback enables you to access real-time analysis reports and compare feedback across multiple locations.

2. SurveySensum

• Price: $49/mo

• Review Score (Capterra): 5/5 [Could we remove this?]

• Ease of Use (g2): 9.3/10

• Free Trial: All features are free for a lifetime for 100 responses every month

SurveySensum is a Feedback Management Platform that helps you make customer feedback actionable. They help you decide when to launch the survey, what questions to ask, how to analyze results, and prioritize actions to drive your business and CX goals. Their platform provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions.

Moreover, their CX consultants and implementation teams help you run your CX program so you focus on driving results, guide you on which touchpoints to capture feedback on and which metric is suitable for your objectives such as NPS, CES, CSAT, train you or your teams on how to close the loop and guide you on how to combine business data and CX data to get buy-in from your management to take action.

3.  piHappiness

• Price: Available on request
• Review Score (Capterra): 4.0/5    
• Ease of Use (G2): 9.0/10
• Free Trial: 7 Days

piHappiness’ makes a lasting impression by developing a truly unique experience that would enchant your customers. Uncover those insights about your customers, identify what would motivate them, and further accelerate your results. Customer experience using piHappiness is engaging as it helps tracking customer interactions plus feedback with one easily navigable interface that would enable all the users to view customer reviews, chat history, analytics plus note solicited feedback. 

Analyze the survey responses with powerful analytical abilities, where piHappiness Feedback helps you to access the real-time analysis reports plus compare the feedback throughout multiple locations. 

4. ProProfs Survey Maker

• Price: $10/mo

• Review Score (Capterra): 5/5

• Ease of Use (g2): 8.8/10

• Free Trial: 15 Days

ProProfs Survey Maker is commonly used in various SaaS-based companies, retailers, schools, universities, event management firms, and other consumer-based businesses. ProProfs Survey Maker enables you to create beautiful surveys, polls, forms, quizzes, and tests & assessments.

It also offers 1000+ ready-to-use professional survey templates. You can also create white-label surveys by adding logos, themes, background colors, skip logic, and more. ProProfs also supports integration with Mailchimp, Campaign Monitor, Zendesk, Salesforce, custom API, etc.

5. Qualaroo

• Price: Available on request

• Review Score (Capterra): 4.5/5

• Ease of Use (g2): 9.0/10

• Free Trial: 14 Days

This user-friendly feedback software caters to all your feedback needs, right from measuring CX Metrics to analyzing survey responses. This SaaS-based software captures different types of feedback such as Website & App, Product, and UX by surveying customers with Qualaroo-Nudges. Qualaroo also assists you in performing sentiment analysis of survey responses based on positive, negative, neutral, and other attribute expressions like anger, disgust, sadness, fear, and joy. It also helps you get actionable customer insights based on targeting choices such as their visit history, identity, duration on-page, clicking an element, etc.

6. HubSpot

• Price: $400/mo

• Review Score (Capterra): 4.5/5

• Ease of Use (g2): 8.6/10

• Free Trial: 30 days

Seek what your customers expect from your business and understand their requirements with the help of HubSpot. It helps you tailor the look and feel of your survey as per your business needs. HubSpot will help you choose the best survey template and best survey questions out of a diverse array of survey question types. It offers pre-built CX Metrics survey templates for Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) to gauge overall customer satisfaction and experience. HubSpot’s response inbox tracks every survey response and notifies you quickly. Subsequently, it helps you take significant actions to boost customer experience and satisfaction over time.

7. SurveyMonkey

• Price: $25/mo

• Ease of use: 4.3/5

• Review Score: 4/5

• Free Trial: No information available

SurveyMonkey helps you to create mobile-responsive surveys, polls, quizzes. It allows you to collect customer feedback via chat, weblink, email, and more. SurveyMonkey provides Survey Builder that enables you to create white-label surveys by adding company logos, themes, colors, and survey logic. SurveyMonkey provides free surveys with 10 questions and 100 responses (in the free version). It includes different question types - Rating, Likert Scale, Emoticons, MCQs, open comment box, etc. The analytics capabilities of SurveyMonkey enable you to analyze survey data in a snap and provides insights in the form of cheats and summaries. It also supports various features like filters, tags, data trend reports to turn your survey response into insightful data.

8. Usabilla

• Price: $25/mo

• Ease of use: 4.3/5

• Review Score: 4/5

• Free Trial: No information available

Usabilla enables you to collect Net Promoter Score®(NPS) feedback effectively through widgets (buttons). You can easily customize the look and feel of your survey by personalizing the widget’s appearance and behavior. Usabilla can easily customize your surveys by adding logos or using white-labeled surveys, skip-logic surveys, etc. It further personalizes the experience of the survey and drives maximum responses.

Usabilla supports secure integrations that enable you to automate the trigger of the website surveys in different situations. Usabilla ensures responsive web surveys that can be attended on any device (mobile, tablets, iPads, and Desktop).

9. Hotjar

• Price: $25/mo

• Review Score (Capterra): 4.6/5

• Ease of Use (g2): 9.0/10

• Free Trial: No, but a free version is available

Hotjar is an NPS feedback tool that works as a testing and behavior analytics tool. It provides instant feedback from various channels like Web, Email, and SMS. Hotjar has interactive heatmaps, conversion funnels, form analytics, and visitor recording. Hotjar automates the trigger of surveys across your website as per your requirements.

10. Delighted

• Price: $224/mo

• Review Score (Capterra): 4.9/5

• Ease of Use (g2): 9.0/10

• Free Trial: 7 Days

Delighted offers a user-friendly customer experience management platform that allows you to create beautiful customer surveys in 37 different languages. You can also customize your surveys or white-label surveys with the button style, colors, subject line, logo, etc. Delighted helps you to capture actionable CX metrics feedback - NPS, CSAT, and CES to measure customer loyalty, satisfaction, and efforts. Delighted’s survey builder ensures better survey questions like the Likert scale, rating, emoticons, and Thumbs surveys. Delighted offers detailed analytics and real-time survey reports that help you to identify customer issues in-depth and take concrete actions to improve customer experience.

11. Qualtrics

• Price: Available on request

• Review Score (Capterra): 4.8/5

• Ease of Use (g2): 8.5/10

• Free Trial: No Free Trial

Qualtrics, a reliable customer experience management system allows you to measure and optimize the customer experience. With 50+ expert crafted survey templates, 100+ survey question types, you can make your surveys audience appealing and help you to drive responses quickly. Qualtrics is also known for its core analytics capabilities. It provides you AI tools to analyze the survey responses via a wide range of visual data, including 30+ graph types. Moreover, it turns your complex customer data into valuable information.

12. Retently

• Price: $99/mo

• Review Score (Capterra): 4.9/5

• Ease of Use (g2): 9.3/10

• Free Trial: 7 Days

Retently, an automated survey platform collects, understands, and tracks Net Promoter Score® NPS customer feedback to prevent churn and turn detractors into promoters. This NPS tool comprises lots of features like an advanced in-built survey builder, professional survey templates, different survey question types, multilingual surveys, multi-channel survey distribution, automatic survey scheduling, response inbox, advanced filters, and advanced analytics modules. These features will help you to close the feedback loop.

13. Medallia

• Price: Available on request

• Review Score (Capterra): 4.4/5

• Ease of Use (g2): 8.6/10

• Free Trial: No Free Trial

Medallia is an award-winning SaaS-based experience management platform that captures experience by triggering surveys on SMS, Emails, and digital channels, over video and social media. Medallia provides AI technology, machine, and human learning to simplify the task of analyzing the survey responses. It subsequently enables you to collaborate with your team members and take concrete actions to resolve issues.

14. Zoho Survey

• Pricing: Starts from $29/mo

• Review Score (Capterra): 4.6/5

• Ease of Use (g2): 8.8/10

• Free Trial: 7 days 

Get a free customer survey app at Zoho. It provides a wide range of survey templates, 200+ customized survey themes, 25+ survey question types, surveys in 30+ languages to create audience-appealing customer surveys. Zoho Survey facilitates you with white-label survey settings where you can add a custom theme, backgrounds, logo, and more to your survey. It also offers skips logic branching and piping features that give your survey a personal touch. Zoho survey provides an extensive array of survey reports that enable you to analyze your survey responses based on Sentiments, TURF, and Word Cloud.

15. WINHMS Feedback

• Pricing: Provided by Vendor

• Review Score (Capterra): 4.8/5

• Ease of Use (g2): NA

• Free Trial: Yes

If you are dealing in the hospitality industry and looking for a feedback system, you are in the right place. WINHMS Customer Feedback Software enables you to collect real-time guest feedback. Besides collecting guest feedback, it generates various analyses based on the feedback that helps you take corrective actions.

16. GetFeedback

• Price: Available on request

• Review Score (Capterra): 4.8/5

• Ease of Use (g2): 9.0/10

• Free Trial: 14 Days

With GetFeedback you can quickly create engaging and mobile-responsive surveys to listen to your customers’ voices. The tool is packed with several features like inbuilt survey templates, NPS, CSAT, and CES metrics, collaborative response inbox, powerful survey analytics & reports. These features enable you to create, capture, manage, and determine the potential objections and gaps that lead to bad experiences or customer churn. GetFeedback supports Salesforce integration that automates your workflow.

17. SurveySparrow

• Price: $19/mo

• Review Score (Capterra): 4.5/5

• Ease of Use (g2): 8.8/10

• Free Trial: No, but a free plan is available (collects 2500 responses)

SurveySparrow is an omnichannel experience management software that facilitates businesses to create, collect, manage, and analyze customer and employee feedback. It offers a fully automated Chatbot for the website that simulates surveys through applications, tablets, apps, or websites. To ease down the creation of surveys, SurveySparrow provides a conversational interface with features like survey templates, 20 font families, 8 question types, survey logics, 1500+ integrations, GDPR compliant, etc. It also automates the schedule of the follow-up NPS surveys by integrating it with the apps you already use.

18. SurveyLegend

• Price: $19/mo

• Review Score (Capterra): 4.6/5

• Ease of Use (g2): 9.1/10

• Free Trial: Yes a free plan is available

Create responsive surveys for websites with SurveyLegend. Having lots of features like an extensive array of survey question types, including MCQs, test-based, visual-based, and more can make your survey interactive and response-driven. SurveyLegend personalizes your survey experience for your customers by adding survey logic flows and branching. In addition, you can also white-label your surveys and add a logo, brand theme, color, and so on. SurveyLegend allows you to export data to Google Drive, PDF, Microsoft Excel and share it via a public or private link.

19. Fynzo Survey

• Price: $17/mo

• Review Score (Capterra): NA

• Ease of Use (g2): NA

• Free Trial: 30 Days

Fynzo offers a smart customer feedback software system that helps you gauge customer satisfaction and improve the customer experience to grow your business. This tool offers mobile cloud technologies like flagship feedback applications that facilitate you to evaluate your product and services. With well-designed templates and more than enough integrations, users face no trouble while making surveys. It has a free trial version before the subscription.

20. Mopinion

• Price: $229/mo

• Review Score (Capterra): 4.1

• Ease of Use (g2): 8.5

• Free Trial: 14 Days 

Mopinion is a Voice of Customer (VoC) tool that enables you to create, collect, and analyze real-time visual feedback from websites with just a click of a button. Mopinion is equipped with different features like audience segmentation, collaborative response inbox, advanced analytics & reporting module. Moreover, these features make Mopinion a comprehensive website feedback tool.

21. Typeform

• Price: $35/mo

• Review Score (Capterra): 4.7/5

• Ease of Use (g2): 9.1/10

• Free Trial: Yes, No information available on the website regarding no. of days

Typeform enables you to create beautiful and audience-centric customer feedback forms, surveys, quizzes, and polls. It provides various survey designing features like - stunning templates, different question types, ready-to-use themes, the user-friendly drag-n-drop interface that helps you to design effective surveys. Typeform provides different website survey distribution methods like buttons, on-site pop-ups, and push notifications. Typeform simplifies the workflows through powerful integrations with HubSpot, Mailchimp, Google Drive, Slack, and more.

22. Wootric (InMoment)

• Price: $89/mo

• Review Score (Capterra): 4.6/5

• Ease of Use (g2): 8.8/10

• Free Trial: 7 Days

If you want to create and conduct micro surveys to collect customer feedback, Wootric (now InMoment) is a great option for you. Wootric is renowned for providing an advanced NPS data analytics system. It not only collects NPS data but also automates the process of data analysis through AI-driven and sentiments analytics. Wootric is supported with other features like custom filters, response alerts, and real-time reports.

23. SurveyGizmo (Now Alchemer)

• Price: $25/mo

• Review Score (Capterra): 4.5/5

• Ease of Use (g2): 8.8/10

• Free Trial: 7 Days

Survey Gizmo (Now Alchemer) is enterprise-level survey software that has good automation capabilities, such as sending emails/notifications based on numerous responses. It comes with a wide variety of questions and filtering options that ensure that proper questions are added to the questionnaire. With Survey Gizmo, it’s easy to improve the customer experience at every touchpoint and reduce customer churn.

24. Airfocus

• Price: $15
• Review Score (Capterra): 4.5/5
• Ease of Use (G2): 9.0/10
• Free Trial: 14 Days

If you are trying to figure out how to manage customer feedback then Airfocus is an all-inclusive solution for any product team. It allows Centralized feedback from various channels, reduces the noise, and arranges feedback as it comes in. It helps you highlight and develop insight from the feedback and connects them to opportunities and ideas to aid your research while keeping customers at the center of your product.