Choosing the best customer feedback software for your needs depends on several factors, such as your budget, the size of your business, and the types of feedback you want to collect.
However, here are 20 of the most popular and well-regarded options in 2024.
Top Customer Feedback Management Software in 2024
We’ve compiled a selection of the leading feedback management software solutions for 2024, providing businesses with a roadmap to identify the most suitable solution for their requirements. In the upcoming sections, we will explore the features and advantages of the top feedback management tools.
By examining these choices, businesses can make well-informed decisions and select software that not only allows them to capture the voice of customers but also aligns seamlessly with their feedback management objectives.
Zonka Feedback
Description:
Zonka Feedback is a multi-channel customer experience (CX) management platform that helps businesses gather feedback from customers, users, employees, and more.
It empowers organizations to gain insights into their CX, identify areas for improvement, and close the feedback loop to drive customer satisfaction and business growth.
Key Features:
- Omnichannel Surveys: Collect feedback through various channels like SMS, web intercepts, emails, kiosks, and more.
- CX Metrics: Measure and track important metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
- Survey Customization: Create tailored surveys with 40+ question types, customizable templates, themes, and logic branching.
- Real-time Insights: View and analyze feedback as it comes in, allowing for immediate action on critical issues.
- Actionable Reports: Generate detailed reports with actionable insights to guide your CX strategy.
- CX Automation: Automate tasks like sending reminders, closing the feedback loop, and triggering actions based on responses.
- Integrations: Integrate with popular tools like CRM, ticketing systems, and marketing platforms.
Pricing:
Zonka Feedback offers various pricing plans to fit different needs and budgets. The basic plan starts at $49 per month for 3 users and includes essential features like surveys, reports, and integrations.
Free Trial:
Zonka Feedback offers a 14-day free trial that allows you to test all features and experience the platform firsthand. No credit card is required to sign up.
UserVoice
Description:
UserVoice is a customer feedback platform that helps businesses capture, organize, and prioritize user ideas, needs, and requests.
It aims to bring your users’ voices directly into your product development process, resulting in products customers truly love.
Key Features:
- Idea Portal: Create a branded feedback portal for users to submit, upvote, and discuss ideas.
- Feedback Channels: Gather feedback from various sources like in-app widgets, website forms, email, and even social media.
- Community Engagement: Encourage discussions and foster customer relationships through comments, voting, and status updates.
- Prioritization Tools: Analyze upvote count, sentiment analysis, and tags to prioritize the most impactful ideas.
- Roadmapping: Build product roadmaps informed by user feedback, keeping your stakeholders aligned.
- Integrations: Connect with popular tools like CRMs, project management platforms, and analytics solutions.
Pricing:
- Essentials: Starts at $799/month for up to 200 unique users, offering basic feedback collection and prioritization features.
- Pro: Starts at $999/month for up to 1000 users, adding functionalities like in-app feedback widgets and advanced analytics.
- Premium: Starts at $1499/month for up to 5000 users, providing additional features like custom branding, user segmentation, and advanced integrations.
Free Trial:
UserVoice offers a 21-day free trial of any plan, allowing you to test all features and experience the platform before committing. No credit card is required.
Survicate
Description:
Survicate takes the complexity out of collecting valuable customer feedback with its user-friendly survey platform.
It empowers businesses of all sizes to build engaging surveys, gather insights, and make data-driven decisions to improve customer experience and business outcomes.
Key Features:
- Drag-and-drop Survey Builder: Create professional surveys in minutes with a user-friendly interface and no coding required.
- Diverse Question Types: Choose from 40+ question types, including multiple-choice, rating scales, open-ended questions, and more.
- Branding & Customization: Apply your brand colors, logo, and custom messages to surveys for a consistent on-brand experience.
- Advanced Logic & Branching: Tailor the survey flow based on respondent answers for a personalized experience.
- Multi-channel Distribution: Share surveys via email, website popups, social media, SMS, and QR codes.
- Real-time Reporting & Analytics: Get instant insights into your data with visual dashboards and detailed reports.
- Actionable Recommendations: Receive data-driven suggestions to improve your surveys and gain deeper customer understanding.
- Integrations: Connect Survicate with popular tools like CRM platforms, email marketing services, and more.
Pricing:
- Free Account: A forever-free option with limited features, ideal for basic surveys and up to 25 responses per month.
- Business: Starts at $59/month for 1000 responses and unlocks all core features.
- Pro: Starts at $117/month for 5000 responses and adds advanced features like logic branching and integrations.
- Enterprise: Custom plans for high-volume users with tailored features and support.
Free Trial:
Survicate offers a 10-day free trial of the Business plan, allowing you to test all features before committing. No credit card is required.
Qualtrics
Qualtrics is a comprehensive experience management (XM) platform that goes beyond simple surveys. It empowers businesses to gather and analyze feedback from a variety of sources, including customers, employees, and brand advocates.
With its powerful tools and extensive features, Qualtrics helps organizations understand their audiences, improve their products and services, and drive business growth.
Key Features:
- Survey creation: Build engaging surveys with a drag-and-drop interface, featuring 40+ question types and customizable templates.
- Omnichannel distribution: Reach your audience through multiple channels, including email, web intercepts, mobile apps, social media, and kiosks.
- Advanced data analysis: Gain actionable insights from your data with sophisticated analytics tools, including text analysis, sentiment analysis, and statistical modeling.
- Feedback management: Close the feedback loop by automatically routing responses to the right people and taking action on key issues.
- CX metrics: Track and measure key customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
- Employee experience: Improve employee engagement and satisfaction with dedicated surveys and pulse checks.
- Brand tracking: Monitor brand sentiment and track brand awareness across social media and online communities.
- Integrations: Connect Qualtrics with your existing tools and workflows, such as CRM platforms, marketing automation platforms, and data warehouses.
Pricing:
The basic plan starts at $49 per month for 3 users and includes essential features like surveys, reports, and integrations.
Free Trial:
Qualtrics offers a 30-day free trial of their CoreXM product, which gives you access to all of the platform’s features. No credit card is required to sign up.
SurveyMonkey
SurveyMonkey is a popular online survey tool that lets you create surveys, send them to your target audience, and collect responses.
It’s used by businesses of all sizes, from small startups to large enterprises, to collect feedback from customers, employees, and other stakeholders.
Features:
- Easy-to-use survey builder: SurveyMonkey’s drag-and-drop interface makes it easy to create surveys, even if you’ve never done it before.
- Customizable templates: If you’re short on time, you can use one of SurveyMonkey’s pre-written templates.
- Data analysis and reporting: Once you’ve collected your responses, SurveyMonkey makes it easy to analyze your data and generate reports.
- Branching logic: Branching logic allows you to show different questions to respondents based on their answers to previous questions.
- Logic jumps: Logic jumps allow you to skip certain questions or sections of your survey based on respondents’ answers.
- Piping: Piping allows you to insert the answers from one question into another question. This can save you time and make your surveys more dynamic.
Price:
Paid plans start at $26 per month.
Free Trial:
SurveyMonkey offers a 14-day free trial of its Premier plan. This plan gives you access to all of SurveyMonkey’s features, including unlimited surveys, questions, and responses.
SurveySparrow
SurveySparrow is an online survey platform that takes a unique approach to collecting feedback. Instead of traditional, static surveys, SurveySparrow lets you create conversational surveys that feel more like a natural dialogue.
Features
- Conversational interface: Surveys flow like a chat, making them more engaging and interactive for respondents.
- Omnichannel reach: Share surveys via email, social media, web links, embedded options, scannable QR codes, and even Slack.
- Advanced branching logic: Create personalized survey paths based on respondents’ answers, making the experience more relevant.
- Rich question types: Go beyond multiple choice with gamified elements, image-based questions, and NPS scoring.
- Real-time data analysis: Get instant insights into your data with visual dashboards and reports.
- Actionable feedback: Close the feedback loop by setting up automated actions based on responses.
SurveySparrow also offers a variety of features to help you manage your surveys:
- Team collaboration: Work together on surveys and analyze data collaboratively.
- Custom branding: Customize the look and feel of your surveys to match your brand.
- Data security: Your data is safe and secure with industry-standard security measures.
Pricing:
- Essentials: $49 per month for unlimited surveys, 1000 responses per month, and basic features.
- Business: $99 per month for unlimited surveys, 10,000 responses per month, and advanced features.
Free Trial:
SurveySparrow offers a 14-day free trial of any paid plan, so you can try out all the features before you commit.
AskNicely
AskNicely is a customer experience (CX) software platform that helps businesses actively collect and respond to customer feedback in real time.
It goes beyond traditional surveys by offering engaging, automated feedback loops that spark conversations and drive improvement.
Features
- Trigger-based surveys: Send surveys automatically at key touchpoints (e.g., after purchase, support interaction) for timely and relevant feedback.
- Conversational interface: Encourage open-ended responses with chat-like surveys that feel less intrusive and more natural.
- Real-time sentiment analysis: Understand your customers’ emotions and identify hot topics instantly with AI-powered analysis.
- Actionable insights: Turn feedback into action with automated workflows, targeted follow-ups, and closed-loop reporting.
- NPS (Net Promoter Score) tracking: Measure customer loyalty and benchmark your performance against industry standards.
- Employee engagement tools: Improve internal communication and gather employee feedback for a holistic view of your organization.
Key features:
- Drag-and-drop survey builder: Create engaging surveys with ease, even if you’re not a design expert.
- Multiple survey channels: Send surveys via email, SMS, web pop-ups, or embedded widgets.
- Branded surveys: Customize the look and feel of your surveys to match your brand identity.
- Integrations: Connect AskNicely with your CRM, helpdesk, and other business tools for a seamless workflow.
Pricing:
- Basic: $199 per month for limited features and surveys.
- Professional: $XXX per month for advanced features, automated workflows, and higher survey volume.
- Advanced: Custom pricing for large enterprises with extensive needs and integrations.
Free Trial:
AskNicely offers a 14-day free trial of any paid plan
NiceReply
NiceReply is a customer experience (CX) platform that helps businesses collect and analyze feedback through convenient and automated surveys. Its focus lies on reducing customer effort and providing actionable insights.
Features
- Frictionless surveys: Trigger surveys seamlessly after key interactions like purchases, support resolutions, or website visits.
- Multiple survey types: Choose from email surveys, pop-up surveys, or in-app surveys for optimal reach and context.
- Personalization and branching logic: Tailor the survey experience to individual users based on their responses and actions.
- Automated follow-ups: Close the feedback loop automatically by sending pre-configured emails based on survey responses.
- Built-in reporting and analytics: Gain instant insights into customer sentiment, satisfaction levels, and key metrics like CSAT (Customer Satisfaction Score).
- Integrations: Connect NiceReply with your CRM, helpdesk, and other business tools for a unified customer view.
Key features:
- Drag-and-drop survey builder: Create visually appealing surveys in minutes, even with no design experience.
- Mobile-friendly surveys: Ensure a seamless experience for customers on any device.
- Customizable reports: Generate actionable reports with various filters and drill-down options.
- Team collaboration: Share and discuss feedback with colleagues easily within the platform.
- Data security: Rest assured knowing your data is protected by industry-standard security measures.
Pricing:
- Starter: $59 per month for 100 responses and 3 user accounts.
- Essential: $119 per month for 250 responses and 10 user accounts.
- Growth: $239 per month for 1000 responses and 25 user accounts.
- Business: $359 per month for 2500 responses and 50 user accounts.
Free Trial:
NiceReply offers a generous 14-day free trial for any paid plan
Medallia
Medallia is a powerful Experience Management Platform (EMP) that goes beyond customer experience (CX) to encompass the entire employee and market research experience.
It helps businesses collect, analyze, and act upon feedback from various touchpoints throughout the customer journey and employee lifecycle.
Features
- Holistic approach: Covers CX, EX (employee experience), and market research for a complete view of your operations.
- AI-powered insights: Uncovers hidden patterns and trends in feedback data to guide strategic decisions.
- Actionable intelligence: Provides actionable insights and recommendations for closing the feedback loop.
- Omnichannel reach: Collects feedback from various channels like surveys, social media, conversations, and more.
- Centralized platform: Unifies all feedback data for a single source of truth and streamlined analysis.
- Robust integrations: Connects with existing CRM, HR, and other business systems for seamless workflow.
Key features:
- Comprehensive feedback capture: Capture feedback from surveys, emails, social media, calls, chats, and more.
- Advanced analytics and reporting: Gain insights into trends, sentiment, and key drivers of satisfaction.
- Role-based dashboards and reports: Access tailored reports and visualizations relevant to your role.
- Actionable workflows: Automate follow-up actions and issue resolution based on feedback.
- Predictive analytics: Anticipate customer needs and proactively improve experiences.
- Employee engagement tools: Gather employee feedback and drive improvements in the workplace.
Pricing:
Medallia offers custom pricing plans based on your specific needs and the number of experience data records (EDRs) you expect to collect.
Free Trial:
Medallia offers a 14-day free trial of its platform
Wootric
Wootric is a cloud-based customer experience (CX) management platform that helps businesses of all sizes measure and improve customer satisfaction through simple, AI-powered surveys.
Features
- Net Promoter Score (NPS) focus: Built around the powerful NPS framework for measuring customer loyalty and advocacy.
- Easy-to-use surveys: Single-question micro-surveys at key touchpoints minimize customer effort and maximize response rates.
- Real-time insights: Get instant analysis of feedback with sentiment analysis and AI-powered insights.
- Actionable intelligence: Prioritize improvement efforts with automatic issue identification and actionable recommendations.
- Churn prediction: Proactively identify at-risk customers and take preventive measures.
- Integrations: Connect with popular CRM, helpdesk, and marketing tools for a seamless workflow.
Key features:
- NPS surveys: Send automated NPS surveys via email, SMS, in-app, or website pop-ups.
- Sentiment analysis: Understand the emotional tone behind customer feedback.
- Customizable dashboards: Track key metrics and trends in real-time with easy-to-digest visuals.
- Closed-loop reporting: Close the feedback loop with automated actions and follow-ups.
- Custom branding: Make surveys and reports match your brand identity.
- Team collaboration: Share and discuss feedback with colleagues seamlessly.
Pricing:
- Free: Limited features, 100 responses per month.
- Starter: $89/month, 1000 responses per month, basic features.
- Pro: $299/month, 5000 responses per month, advanced features, integrations.
- Enterprise: Custom pricing, high volume usage, dedicated support.
Free Trial:
Wootric offers a 14-day free trial of any paid plan
Conclusion
In summary, feedback management software plays a crucial role in the success of any digital business strategy by facilitating the effective collection, management, and analysis of customer feedback.
With indispensable features like multi-platform accessibility, robust reporting and analytics, customizable survey templates, and efficient customer segmentation, feedback management software becomes a tool for businesses to gather valuable insights, enhance user satisfaction, and stimulate growth.