Customer Feedback Software: The top 19 For Customer-Centric Brands [Review]

Today we’re going to look at the best customer feedback software, how much they cost, and the pros and cons of each.

Want to improve your conversion rates, lead generation, and customer retention?

Choose any of these customer feedback management platforms!

Customer feedback is becoming the secret ingredient to improved personalization, understanding consumers better, making customers feel important, and identifying market trends. Microsoft informs that 77% of consumers would choose brands that encourage and respond to customer feedback. 

With such a large portion of customers desiring feedback and with so many customer feedback benefits, it would be an expensive mistake not to consider the best customer feedback tools.

Let’s look at what these tools offer, the importance of customer feedback, and how to choose the best customer feedback software for your brand. 

    The Importance of Customer Feedback 

    Businesses can Make Their Customers Feel Important 

    When customers have a negative experience with a business, they don’t always feel like they have a voice. How could one customer take on a large organization? But with customer feedback, you can prove to your consumers that your business wants and values their opinion.

    According to Khoros, 83% of consumers feel more loyal to brands that respond and resolves their issues. From this report, it’s safe to say that responding to your consumers not only ramps up customer appreciation but also solidifies loyal consumers. Using free customer feedback tools or paid ones can help you increase customer loyalty. 

    It’s Easier to Understand What Your Consumers Like and Don’t Like

    Preferences among customers are constantly changing, and thanks to customer feedback software, you can understand what your consumers prefer. If your business offers products that consumers want, they are more likely to return to your business. 

    However, if you fail to offer your customers what they want, they will quickly find a business that does. Through feedback tools like surveys, polls, and forms, you can get a clear understanding of what your consumers are looking for. Doing this will eliminate the costs of using products that don’t sell or deploying marketing tactics that don’t engage your consumers. 

    Brands Have a Better Insight into Market Trends

    Let’s say you’re selling technology software, but after a few years, the software is outdated. In this case, you need to find out what your competitors are selling and how consumers respond to the new product. There’s no easier way to do this than using customer feedback software.

    SingleGrain states that artificial intelligence is one of the top market trends today. This is because 84% of businesses believe that AI gives them a competitive advantage. Through customer feedback tools, you can stay ahead of this information and determine how well certain market trends work for your business and customers. 

    Feedback Allows Businesses to Deliver Better Customer Experience and Products 

    A study by TreasureData and Forbes confirms that 74% of customers are willing to support a brand based on the customer experience alone. This means that if your business delivers an excellent customer experience, there are already 74% of customers who would consider buying your products.

    But how do you create a customer experience that wows your audience? You use customer feedback software! The best customer feedback tools can help you find insights into where your customer experience needs improvement. You can also use the available data and analytics to create a brand experience personalized to your consumers. 

    How To Evaluate A Customer Feedback Tool

    1. Clear user interface: Your customer feedback tool must have a clear user interface that’s easy to navigate. This is essential because you want to be able to access your information quickly and clearly. Having a clunky user interface makes each task take longer. It will also require more effort to train employees on the customer feedback tool. 
    2. The number of available integrations: While tonnes of integrations might not be necessary for all businesses, choose a tool that offers the integrations you need. Without doing this, you might have to change the platforms you use or complicate your sales funnels. 
    3. The quality of customer support: Ideally, the customer support of your software should respond quickly and offer helpful services. If anything goes wrong, or you find difficulty using the tool, a responsive customer support team makes all the difference. 
    4. How many customization options exist: You want to add as much personal branding to your feedback as possible. By choosing a tool that allows you to customize the styles, colors, font, and so forth, you can successfully create a customer-centric strategy for feedback.
    5. The tracking and analytics functions: The depth of tracking and analytics functions are crucial for any tool. You want your customer feedback tool to deliver a wide range of valuable data while making it easy to interpret. 

    The Best 19 Customer Feedback Tools 

    5 Best Voice of the Customer (VoC) Software

    Qualtrics

    Qualtrics offers features to enhance customer, brand, product, employee, and design experience. You can capture real-time feedback, identify trends to drive brand loyalty, segment consumers, and identify at-risk consumers. It’s also possible to set targets, build surveys, test ad campaigns and perform in-depth market and product research. 

    This software combines over 100 data sources and predictive analytics to help you understand how consumers feel about your brand. Qualtrics also has functions to measure employee satisfaction, and this software offer suggestions to improve workplace morale. 

    Pricing:

    • Pricing is available upon request. 

    Pros:

    • The tracking and analytics functions are in-depth and easy to access.
    • Building a survey requires no technical knowledge.
    • You have ample customization options for forms and surveys.
    • This software is easy to configure and requires minimal training. 

    Cons:

    • The vast range of options can become overwhelming.
    • The customer support could be more helpful. 
    • The functions for data cleaning are limited. 

    Capterra score: 4.8/5 stars (354 reviews) 

    G2 score: 4.4/5 stars (2313 reviews)

    Website: https://www.qualtrics.com/uk/

    Medallia

    Medallia
    Source: medallia.com

    Using Medallia, you can create interactive surveys, integrate multi-channel feedback, uncover detailed insights and collect real-time feedback across numerous channels. This software also allows you to use a speech-to-text engine, identify knowledge gaps, and maintain your online reputation on several social media platforms. 

    Medallia offers various functions for tracking data like text analytics, cross-channel buyer journey analytics, and customer experience data. The AI-powered actions notify you of at-risk consumers and potential detractors. 

    Pricing:

    • Pricing is available upon request.

    Pros:

    • The surveys are highly customizable.
    • There are sufficient features and functions for call centers.
    • Learning how to use this software is simple.
    • You can view how other teams from different companies in your area perform, provided they also use Medallia. 

    Cons:

    • Users report that this software is expensive to run.
    • The data and analytics functions could use improvement. 

    Capterra score: 4.4/5 stars (25 reviews) 

    G2 score: 4.5/5 stars (85 reviews)

    Website: https://www.medallia.com/

    Clarabridge

    Clarabridge gives brands all they need for optimal digital customer experience. Some of their features include surveys, text analytics, and omnichannel feedback via SMS, social media, email, forums, reviews, ratings, calls, and chats. You can also access insights for department performance, product performance, and marketing campaigns.

    This VoC tool is also an employee feedback software. Consequently, you can keep your team happy while promoting customer feedback. Clarabridge supports real-time conversions too, and you can manage all your communications from a one-view inbox. 

    Pricing:

    • Pricing is available upon request. 

    Pros:

    • Users report quick and helpful customer service.
    • The voice-to-text feature is accurate.
    • There is an alert system for trending topics to keep your business updated.
    • It’s simple to tune the natural language processor. 

    Cons:

    • The user interface needs improvement.

    Capterra score: N/A

    G2 score: 4.5/5 stars (85 reviews)

    Website: https://www.clarabridge.com/

    InMoment

    Inmoment
    Source: inmoment.com

    InMoment is one of the most popular customer feedback management platforms around, and that’s for a good reason. This software offers omnichannel feedback in real-time, a survey builder, and an active listening studio. InMoment also gives you suggestions to resolve consumer cases and coaching tools for maximum customer experience. 

    To keep your employees satisfied, you can collect employee feedback at several touchpoints and use predictive analytics to reveal unhappy employees. You can also unlock detailed industry insights and consumer analytics from an intuitive dashboard. 

    Pricing: 

    • Pricing is available upon request.

    Pros:

    • The reports are highly detailed.
    • The coaching tools are intuitive and valuable to teach employees about customer service.
    • You can view all the relevant information from one dashboard.
    • The real-time suggestions make case management quick and effective. 

    Cons:

    • The support time can take a while to respond.
    • This software lacks customization. 

    Capterra score: N/A

    G2 score: 4.7/5 stars (267 reviews)

    Website: https://inmoment.com/

    Feedier

    Feedier_customer feedback software
    Source: feedier.com

    Specializing in customer feedback, Feedier offers tools to create interactive surveys, collect feedback at several touchpoints, and run an SMS and email campaign. You can capture feedback in websites and apps and use business intelligence tools to get context from customer feedback.

    Businesses can organize clusters, surveys, and data according to the teams that need them. There is also an action workflow that triggers live alerts to the relevant teams, and robust case management functions. 

    Pricing:

    • Pricing is available upon request. 

    Pros:

    • The customer engagement features are not intrusive.
    • Configuring this software is simple.
    • The survey templates are attractive.
    • Businesses can offer rewards to consumers who complete surveys. 

    Cons:

    • The vast amount of functions can be overwhelming.
    • Limited customization for surveys. 

    Capterra score: 4.7/5 stars (117 reviews)

    G2 score: 4.5/5 stars (23 reviews)

    Website: https://feedier.com/

    3 Best Visual Feedback Tool

    Userback

    Userback
    Source: userback.io

    With Userback, employees and consumers can give you visual feedback from any webpage. Consumers can review your brand through videos, images, and PDF docs. Users can add comments to feedback, create multiple feedback projects, and use custom branding to provide branded feedback to your consumers.

    Pricing:

    • 14-day Free trial 
    • The Basic plan is $9 p/m
    • The Standard plan is $39 p/m
    • The Growth plan starts from $79 p/m 
    • Contact Userback for a quote on the Premium plan. 

    Pros:

    • The automation tools are powerful and easy to use.
    • Non-technical clients won’t find trouble submitting feedback.
    • There are ample customization options.
    • This software is quick and easy to configure. 

    Cons:

    • Clients must create an account to submit feedback.
    • The design of feedback is quite clunky. 

    Capterra Score: 4.9/5 stars (50 reviews) 

    G2 Score: 4.8/5 stars (109 reviews)

    Website: https://www.userback.io/

    Usersnap

    Usersnap_customer feedback software
    Source: usersnap.com

    Usersnap allows businesses to add feedback buttons to their websites, take screenshots and video recordings and build surveys. You can also create customizable forms, sort feedback with labels, and view all customer feedback from a one-view inbox. There are security features too, and you can pause projects and add custom branding to feedback. 

    Pricing:

    • The Basic plan is $19 p/m
    • The Startup plan is $79 p/m
    • The Company plan is $149 p/m

    Pros:

    • The screenshot and video recording functions are helpful and unique.
    • With custom tags, prioritizing and sorting feedback is easy.
    • Customers don’t need to be tech-savvy to submit feedback. 
    • The project management features are robust. 

    Cons:

    • Uploading screenshots and video recordings take a while.
    • The dashboard interface needs improvement. 

    Capterra Score: 4.7/5 stars (43 reviews) 

    G2 score: 4.4/5 stars (37 reviews)

    Website: https://usersnap.com/

    BugHerd 

    Bugherd
    Source: bugherd.com

    BugHerd provides several tools for visual feedback while offering intuitive bug tracking capabilities too. You can collect website feedback, use automated screenshots and pin them to website feedback, and leverage real-time comments too. This software also you to create unlimited projects and invite unlimited clients and stakeholders to those projects. 

    Pricing:

    • The Standard plan is $39 p/m 
    • The Studio plan is $59 p/m 
    • The Premium plan is $109 p/m 
    • Contact BugHerd for a quote on the Enterprise plan. 

    Pros:

    • The user interface is simple to use and powerful.
    • Tracking feedback is straightforward.
    • Dealing with bugs for website applications requires no coding knowledge.
    • The automatic screenshots feature is helpful. 

    Cons:

    • Sometimes users don’t get promptly notified about bugs.
    • There is no integrated screen recording feature. 

    Capterra Score: 4.7/5 stars (54 reviews) 

    G2 score: 4.4/5 stars (16 reviews)

    Website: https://bugherd.com/

    4 Best Customer Satisfaction/NPS Software

    HubSpot Customer Feedback Software

    Hubspot_customer feedback software
    Source: hubspot.com

    This NPS software is part of HubSpot’s “Service Hub”. With this customer feedback software, you can create and share NPS and loyalty surveys and access various templates for your surveys. HubSpot also recommends templates based on customer satisfaction. You can view, analyze and compare all your data from an intuitive dashboard too. 

    Pricing:

    • Starter plan is $45 p/m.
    • Professional plan is $360 p/m. 
    • Enterprise plan is $1200 p/m. 

    Pros:

    • This software is super easy to use.
    • The analytics provide enough tracking information.
    • The template suggestions are useful and tailored to your consumers. 

    Cons:

    • Businesses might not want the other tools from the Service Hub. 

    Capterra Score: N/A 

    G2 score: 4.4/5 stars (629 reviews)

    Website: https://www.hubspot.com/

    Zonka Feedback

    Zonka Feedback allows you to build customer loyalty through multilingual surveys, email surveys, and SMS surveys. Businesses can collect feedback through websites, track devices when they’re offline, and receive feedback alerts. You can also access essential customer metrics and real-time analytics. 

    Pricing:

    • The Professional plan is $99 p/m 
    • The Growth plan is $199 p/m 
    • The Enterprise plan is $499 p/m 
    • Contact Zonka Feedback for a quote on the Custom plan. 

    Pros:

    • The functions and tools are versatile.
    • You can swiftly create surveys by using their templates.
    • The NPS surveys are attractive.
    • The tool for offline surveys is and unique. 

    Cons:

    • The reports for surveys are not detailed.
    • The features accommodate mobile more than desktop. 

    Capterra Score: 4.8/5 stars (36 reviews) 

    G2 score: 4.8/5 stars (39 reviews)

    Website: https://www.zonkafeedback.com/

    Simplesat

    Simplesat_customer feedback software
    Source: simplesat.io

    With Simplesat, you can create customizable surveys that work perfectly on every device, and you can use branding. This software focuses on surveys through email, so you can upload contacts via CSV and choose your sending frequency. Plus, Simplesat allows you to apply rich formatting to your emails and set automated reminders. 

    Pricing:

    • 14-day Free trial
    • The Standard plan is $99 p/m
    • The Pro plan is $249 p/m 

    Pros:

    • This software is intuitive and easy to use. 
    • The customer support team is speedy and helpful.
    • There are countless email templates available.
    • You can create multi-question surveys. 

    Cons:

    • The reporting features are limited.
    • The dashboard needs improvement. 

    Capterra Score: 4.8/5 stars (59 reviews) 

    G2 score: 4.9/5 stars (56 reviews)

    Website: https://www.simplesat.io/

    Startquestion 

    This NPS software provides offers 50 survey templates. You can add images. Frames, buttons, and messages to your surveys, and add your logo and headlines. You can also set limits for answers and questions and use rules for survey transitions. Businesses don’t have to add Startquestion’s name on the footer of websites either. 

    Pricing:

    • The Start plan is $49 p/m
    • The Business plan is $99 p/m 
    • The Team plan is $199 p/m 
    • Contact Startquestion for a quote on the Enterprise plan. 

    Pros:

    • The designs are up-to-date.
    • This software requires minimal training.
    • Startquestion often releases new updates.
    • You can create automation for reports and workflows. 

    Cons:

    • Limited online resources for this software.
    • The features are overwhelming. 

    Capterra Score: 4.9/5 stars (69 reviews) 

    G2 score: 4.8/5 stars (19 reviews)

    Website: https://www.startquestion.com/

    4 Best User Experience Testing Software

    UserTesting

    UserTesting specializes in providing insights for marketing, products, and consumers. You can create custom tests from scratch, perform A/B testing and mobile validation, create marketing campaigns and track consumers’ journeys online and offline. There is also a prototype testing function and a powerful research platform for product research.  

    Pricing:

    • Pricing is available upon request. 

    Pros:

    • The functionality is smooth and easy to learn.
    • The customer support team is fast and helpful.
    • The payment for taking tests is quick.

    Cons:

    • Users don’t always receive notifications when tests are available.
    • Sometimes users upload prototypes that don’t work.

    Capettera Score: 4.5/5 stars (88 reviews) 

    G2 score: 4.4/5 stars (528 reviews)

    Website: https://www.usertesting.com/

    Hotjar

    Hotjar
    Source: hotjar.com

    Hotjar offers heatmaps that identity where user attention starts and drops and enables you to perform A/B testing. You can create surveys to measure your NPS and prevent churn. There are also features for capturing real-time feedback, setting benchmarks, and targeting visitors. Hotjar supports all devices. 

    Pricing:

    • The Business plan is from $99 p/m
    • The Scale plan is from $389 p/m 

    Pros:

    • The tools are comprehensive and easy to use.
    • The data and analytics is detailed and pulls valuable insights.
    • The heatmapping functions offer in-depth behavioral analysis.
    • Configuring this tool is quick and easy. 

    Cons:

    • The pricing is expensive for small businesses
    • There are no cross-domain tracking functions. 

    Capettera Score: 4.7/5 stars (394 reviews) 

    G2 score: 4.3/5 stars (203 reviews)

    Website: https://www.hotjar.com/

    Crazy Egg

    Crazyegg_customer feedback software
    Source: crazyegg.com

    Crazy Egg provides heatmapping functions, campaign segmentation, behavior tracking, visitor tracking, and you customize the reports. You can also perform A/B testing, create surveys, set goals, and target profitable consumers. There are customizable templates for surveys, and you can get real-time notifications too. 

    Pricing:

    • 30-day Free trial
    • Pricing is available upon request 

    Pros:

    • The insights and tracking functions are insanely informative.
    • The heatmapping features are robust.
    • This software is easy to use.
    • The customer support is quick and helpful. 

    Cons:

    • Installing this software requires a learning curve.
    • The video recording tool needs improvement. 

    Capettera Score: 4.5/5 stars (71 reviews) 

    G2 score: 4.2/5 stars (96 reviews)

    Website: https://www.crazyegg.com/

    Inspectlet

    Offering dynamic heatmaps, A/B testing functions, and feedback surveys, Inspectlet is a simple customer feedback software. You can collect form analytics, record sessions, tag users, and access user behavior insights. There are also powerful filtering features.

    Pricing:

    • The Free plan is available.
    • The Micro plan is $39 p/m
    • The Startup plan is $79 p/m
    • The Growth plan is $149 p/m
    • The Accelerate plan is $299 p/m
    • The Enterprise plan is $499 p/m

    Pros:

    • A/B testing and heatmaps features are robust.
    • This software is easy to use and learn.
    • There are many pricing plans to accommodate different businesses.
    • Users can track web visitors’ IP addresses. 

    Cons:

    • Users report that the customer service is not quick or helpful.
    • The admin features are clunky. 

    Capettera Score: 4/5 stars (27 reviews) 

    G2 score: 4.2/5 stars (24 reviews)

    Website: https://www.inspectlet.com

    3 Best Customer Survey Software

    Typeform

    Typeform_customer feedback software
    Source: typeform.com

    Typeform is all about creating high-converting quizzes, surveys, polls, and similar forms. You can collect customer feedback through an intuitive dashboard with analytics and built-in media. Businesses can conduct market research by creating mobile-optimized forms and using easy-to-share reports. There are also features for lead generation and form templates. 

    Pricing:

    • The Basic plan is $29 p/m
    • The Plus plan is $59 p/m
    • The Business plan is $99 p/m

    Pros:

    • Users can build professional, attractive surveys.
    • The user interface is clean.
    • Extracting data is easy and convenient.
    • There is a good deal of integration options. 

    Cons:

    • The pricing is expensive for small businesses.
    • Some functions in the user interface don’t work.
    • The data visualizations are basic. 

    Capterra Score: 4.7/5 stars (441 reviews) 

    G2 score: 4.5/5 stars (438 reviews)

    Website: https://www.typeform.com/

    SurveyMonkey

    This customer feedback software offers features to engage your audience, improve customer experience and collect consumer feedback. You can conduct market research, build interactive surveys, track management, use dedicated phone support, and train employees on products. 

    Pricing:

    Personal plans:

    • The Standard monthly plan is $37.50 p/m
    • The Advantage annual plan is $400 annually 
    • The Premier annual plan is $975 annually 

    Business plans:

    • The Team advantage plan is $27 p/m
    • The Team premier plan is $61 p/m
    • The Contact SurveyMonkey for a quote on the Enterprise plan 

    Pros:

    • There are ample customization options.
    • Building and replicating a survey is quick and easy.
    • The data visualizations are simple to interpret.

    Cons:

    • The templates for poll surveys are very limiting.
    • The pricing is expensive for some businesses.

    Capterra Score: 4.6/5 stars (8326 reviews)

    G2 score: 4.4/5 stars (17,027)

    Website: https://www.surveymonkey.com/

    SurveySparrow

    SurveySparrow supports omnichannel marketing by offering features like a survey builder, data and analytics, and marketing automation. You can use survey themes, craft attractive surveys, build conversation forms, develop automated workflows, and use real-time data. There are also features to manage your audience and extend your reach. 

    Pricing:

    Personal plans:

    • The Free plan is available.
    • The Basic plan from $39 p/m
    • The Premium plan from $59 p/m

    Business plans:

    • The Business plan is $149 p/m.
    • The Enterprise plan is $549 p/m.
    • Contact SurveySparrow for a quote on the Elite plan.

    Pros:

    • Creating and sharing surveys takes minimal time and effort.
    • The support team is quick and helpful.
    • There are countless templates to get you started.
    • The reporting tools are in-depth. 

    Cons:

    • There is a lack of email marketing functions.
    • Some features are buggy.
    • There are limited customization options available. 

    Capterra Score: 4.4/5 stars (51 reviews) 

    G2 score: 4.5/5 stars (674 reviews)

    Website: https://surveysparrow.com/

    Conclusions And Our Picks

    If you want to offer your customers what they want, make your consumers feel heard while keeping ahead of market trends, opt for customer feedback software. There are so many brands, experiences, and product feedback software available. Your business can use this guide to choose which customer feedback software suits you best.

    To making choose your ideal customer feedback tool, easy, we have our top picks for small and large businesses. Clarabridge is our top choice for small businesses. This customer feedback software can help you build surveys, collect real-time data, and omnichannel feedback. 

    Small businesses can also use Clarabrige’s features as employee feedback software to improve workplace conditions. For large businesses, our top pick is Medallia. Large enterprises can track product, employee, brand, and customer feedback all from one tool. You can also build interactive surveys and access real-time analytics.

    Medallia allows large businesses to use omnichannel feedback too, access AI functions and customer insights, all available from the dashboard. 

    References and Sources:

    1. Microsoft: State of Global Customer Service Report
    2. Khoros: Must-know customer service statistics of 2021 (so far)
    3. SingleGrain: 42 Digital Marketing Trends You Can’t Ignore in 2021
    4. Treasure Data: New Study Finds Data Key to Unlocking Superior Customer Experience
    5. Qualtrics
    6. Medallia
    7. Clarabridge
    8. InMoment
    9. Feedier
    10. Userback
    11. Usersnap
    12. BugHerd
    13. HubSpot Customer Feedback Software
    14. Zonka Feedback
    15. Simplesat
    16. Startquestion
    17. UserTesting
    18. Hotjar
    19. Crazy Egg
    20. Inspectlet
    21. Typeform
    22. SurveyMonkey
    23. SurveySparrow

    Frequently Asked Questions

    Why is customer feedback important?

    It's important to collect customer feedback as your audience want's to feel like they have a voice. Customer feedback will give your business a better understanding of what customers like and don't like, and you can stay ahead of market trends. With customer feedback, brands can also improve their products and services to attract consumers and provide them value. Read this article for more details on the benefits of customer feedback and the top customer feedback software.

    What are the best customer feedback tools?

    The best customer feedback software for small businesses is Clarabridge, for large businesses, it's Medallia. However, these customer feedback tools might not work for your business. So, read this article for more details on the best customer feedback tools, how much they cost, and the pros and cons of using them.

    What are customer feedback tools?

    Customer feedback software helps businesses generate, collect and analyze customer feedback. This is essential to gain an understanding of consumers' experience with your business and where you need to make improvements. Read this article to find out the best customer feedback software in 2021 and why customer feedback is crucial for every business.

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