10 Best Customer Feedback Tools & Software

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Customer Feedback Tools

Elevate Your Customer Support Standards with Client Feedback Tools

Streamline support processes and improve response times using powerful customer service tools.

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Improved Customer Satisfaction & Loyalty

Customer feedback tools help businesses gather real-time insights, address issues promptly and improve satisfaction, driving stronger customer loyalty.

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Enhanced Product/Service Development

Feedback tools provide valuable data on customer preferences, pain points and desired features, guiding product development to align with customer needs.

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Data Driven Decision Making

Client feedback tools turn raw feedback into actionable insights, helping businesses make data-driven decisions across marketing, sales and customer service.

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Early Identification of Issues

Regular feedback monitoring helps businesses detect and address issues early, enabling swift corrective actions and minimizing negative impacts.

Most businesses lose customers without knowing why because feedback is scattered, siloed and ignored. Customer feedback tools are software designed to capture, organize and analyze customer opinions across channels. Businesses with structured feedback loops reduce churn by up to 25% and make products with greater precision.

Explore the best customer feedback tools based on key features, pricing, tool types and selection criteria to help find the right platform. It converts raw opinions into measurable improvements.

  1. 1 Elevate Your Customer Support Standards with Client Feedback Tools
  2. 2 What is a Customer Feedback Tool?
  3. 3 Top 10 Customer Feedback Tools at a Glance
  4. 4 Important Features of Customer Feedback Tools
  5. 5 10 Best Customer Feedback Software & Tool for Businesses
  6. 6 How to Choose The Best Tool to Collect Customer Feedback?
  7. 7 Why is a Customer Feedback Platform Important for Your Business?
  8. 8 Invest in Customer Feedback Tools & Watch Your Business Thrive
  9. 9 FAQs about Customer Feedback Software

What is a Customer Feedback Tool?

A customer feedback tool is defined as a software solution that helps collect, analyze and manage feedback from customers. These tools come in various forms, including surveys, review platforms, social media monitoring tools and more. Customer feedback tools lie in their ability to bridge the gap between businesses and customers.

Key objectives:

  • Gathering insights: Customer feedback tools allow businesses to gather valuable insights and opinions from customers about their products or services.
  • Improving customer satisfaction: Acting on customer feedback to make improvements to their products for meeting customer needs and increase overall satisfaction.
  • Enhancing customer loyalty: Businesses can build stronger relationships with their customers and increase loyalty.
  • Identifying areas for improvement: Customer feedback tools help businesses pinpoint areas where they can improve overall customer experience.

Top 10 Customer Feedback Tools at a Glance

Collecting and analyzing the feedback can be a daunting task without the right tools. That’s where customer feedback tools come in handy.

Software Key Features Price Trial
Omni24
  1. Advanced survey logic
  2. AI-powered analytics
  3. Multi-channel distribution
  4. Real-time reporting
 Starts at $34/month 14-day free trial
Veemo Survey
  1. User-friendly interface
  2. Customizable templates
  3. Data analysis tools
  4. Customer journey mapping
 Starts at $34/month 14-day free trial
Typeform
  1. Conversational forms
  2. Logic jumps
  3. Custom design options
 Starts at $25/month 14-day free trial
Feedier
  1. Gamified surveys
  2. Automated feedback collection
  3. Customer journey mapping
 Starts at $89/month 14-day free trial
Hotjar
  1. Heatmaps
  2. Session recordings
  3. Feedback polls
 Starts at $39/month Free basic plan available
UserTesting
  1. Video feedback
  2. Targeted audience selection
  3. Usability testing
 Custom pricing Free demo available
Delighted
  1. NPS surveys
  2. CSAT and CES metrics
  3. Multi-platform distribution
 Starts at $224/month 7-day free trial
Survicate
  1. Real-time analytics
  2. Customizable dashboards
  3. Advanced targeting options
 From $53/month/user Free basic plan available
GetFeedback
  1. Multi-channel surveys
  2. Salesforce integration
  3. Custom branding
 From $150/month/user 14 days
Qualtrics
  1. AI-powered analytics
  2. Advanced branching logic
  3. Text analysis
 Custom pricing 30 days

Important Features of Customer Feedback Tools

Customer feedback tools allow companies to identify areas for improvement and make informed decisions based on feedback. Let’s explore some of its key features:

Important Features of Customer Feedback Tools

Survey Creation and Distribution

Customer feedback tools have the ability to create and distribute surveys. Advanced tools offer intuitive drag-and-drop interfaces for survey design, allowing users to easily construct questionnaires without technical expertise. They provide a variety of question types, including multiple choice, rating scales, and open-ended questions, to gather diverse insights.

Customization and Branding

Customization features allow businesses to align surveys with their brand identity. It includes the ability to add logos, adjust color schemes, and customize fonts. Some tools even offer white-labeling options to create a seamless branded experience. Beyond aesthetics, customization extends to survey logic.

Real-time Reporting and Analytics

Real-time dashboards that update as responses come in, allowing businesses to monitor feedback instantly. Some tools also offer predictive analytics, helping businesses anticipate future trends based on historical data.

Integration Capabilities

Top customer feedback tools offer integrations with CRM systems, help desk software, marketing automation platforms, and more. It allows businesses to sync customer feedback data across their tech stack, providing a more holistic view of the customer journey.

Automated Actions and Workflows

Automation features help businesses act on feedback efficiently. Some tools offer more advanced workflow capabilities, allowing businesses to create multi-step processes that are initiated based on specific criteria. It can help ensure that no valuable feedback falls through the cracks and that appropriate action is always taken.

Collaboration and Team Management

As customer feedback often involves multiple departments, tools that facilitate team
Collaboration is invaluable. This includes features like shared dashboards, role-based access controls and the ability to leave internal comments on feedback.

Some tools also offer task assignment and tracking features, helping teams coordinate their efforts in responding to and acting on customer feedback. It can be particularly useful for larger organizations or those with complex feedback management processes.

10 Best Customer Feedback Software & Tool for Businesses

Customer feedback is an essential aspect of any business looking to improve and grow. There are now various software tools available that can help businesses. Consider the tools below:

1. Omni24

Best Customer feedback platform for insight

Omni24 Customer Feedback Tools

Omni24 is an AI-powered omnichannel customer engagement platform that unifies support, sales and marketing across the entire customer lifecycle. It unifies into a single customer data platform, connecting survey responses with real customer conversations, giving businesses an actionable view of customer sentiment.

Omni24’s feedback can be used for everything from gathering post-support satisfaction scores to running deeper market research surveys. AI-powered text analysis surfaces themes and sentiment from open-ended responses to improve the overall quality of insights collected.

Key features:

  • Omnichannel inbox: Centralize all customer inquiries from various channels, providing a seamless customer service experience. Provides a unified customer history for personalized service.
  • Personalization engine: Tailor responses and recommendations based on customer history as well as preferences.
  • Advanced survey logic: Omni24 creates dynamic, personalized surveys that adapt based on respondent answers, ensuring relevance and improving completion rates.
  • AI-powered text analysis: The tools automatically analyzes open-ended responses to identify themes, sentiment and actionable insights.
  • Multi-channel distribution: Omni24 enables survey distribution across various channels including email, SMS, web and mobile apps.
  • Workflows: Streamline business processes by automating repetitive tasks, saving time and increasing productivity. The workflows can automate routine tasks, trigger notifications and ensure compliance with service-level agreements.

Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based. All plans come with 14 days free trial and include a shared inbox, knowledge base along with omnichannel support.

2. Veemo Survey

Excellent customer feedback software for Surveys

Veemo Customer Feedback Tools

Veemo Survey is a customer satisfaction platform that offers businesses to create engaging surveys and collect feedback across various touchpoints. The software provides a conversational interface that improves survey completion rates and gives actionable insights for better decision-making.
Key Features:

  • Instant messaging: Veemo allows users to send and receive instant messages, making it easy to communicate quickly with colleagues, clients or team members.
  • Survey and feedback: The software includes survey and feedback features to collect customer insights as well as measure satisfaction levels. It enables businesses to continuously improve their services.
  • Unified inbox: The platform consolidates all customer communication channels into one unified inbox, making it easy for agents to manage messages from multiple channels in one place.
  • Survey templates: Users can access survey templates within the software to create custom surveys that can be used to collect feedback from customers and measure satisfaction levels.
  • AI-powered chatbots: Veemo uses AI-powered chatbots to provide instant responses to customer inquiries, freeing up agents to handle more complex issues.
  • Ticketing system: The software includes a ticketing system to track and prioritize customer inquiries, ensuring that no message goes unanswered.

Pricing: Veemo’s pricing plans start from $29/user/month and go up to $129/user/month based on the features and add-ons. The software pricing is also customizable as per business requirements.

3. Typeform

Great customer feedback software with conversational UI

Typeform Customer Feedback Tools

Typeform stands out with its visually appealing, conversational approach to surveys. It creates engaging, interactive forms that can boost response rates and provide a better user experience.

Key features include a conversational UI, logic jumps, custom design options, data analysis tools, and various integrations. It also offers features like hidden fields and self-notifications for efficient data collection.

Typeform benefits businesses by creating more engaging surveys, potentially increasing response rates and data quality. Its aesthetically pleasing design aligns well with brand image considerations.

Pricing begins at $25/month for the basic plan. Typeform offers a free trial and a limited free plan.

4. Feedier

Feedier Customer Feedback Tools

Feedier takes a gamified approach to feedback collection, making the process more engaging for respondents. It offers a unique way to incentivize and reward customers for their feedback.

Its key features include gamified surveys, automated feedback collection, customer journey mapping, sentiment analysis, and a reward system. It also offers real-time analytics and customizable survey designs.

Feedier can increase survey completion rates through its gamification approach. It helps businesses collect more feedback and gain deeper insights into customer experiences and preferences.

Pricing starts at $89/month for small teams. Feedier offers a 14-day free trial to test its features.

5. Hotjar

Hotjar Customer Feedback Tools

Hotjar combines quantitative and qualitative feedback tools, offering features like heatmaps and session recordings alongside more traditional survey options.

The key features include heatmaps, session recordings, feedback polls, survey tools, and conversion funnels. It also offers user behavior analytics to provide context to feedback data.

Hotjar benefits businesses by providing visual insights into user behavior alongside direct feedback. This combination can uncover usability issues and improve overall user experience.

Pricing starts at $39/month for small websites. Hotjar offers a free basic plan with limited features.

6. UserTesting

UserTesting Customer Feedback Tools

UserTesting focuses on video-based customer feedback, allowing businesses to watch and listen to real people as they interact with their products or services.

Key features include video feedback, targeted audience selection, usability testing tools, live conversation capabilities, and a metrics dashboard. It also offers template test plans for quick setup.

UserTesting provides businesses with rich, contextual feedback through video. This can lead to deeper insights into customer behavior and more empathetic product development.

Pricing is custom and based on specific needs. UserTesting offers a free trial upon request.

7. Delighted

Delighted Customer Feedback Tools

Delighted specializes in Net Promoter Score (NPS) surveys but also offers other customer experience metrics like CSAT and CES.

The key features include NPS, CSAT, and CES surveys, multi-platform distribution, real-time alerts, trend analysis, and customizable branding. It also offers automation features for ongoing feedback collection.

Delighted helps businesses track customer loyalty and satisfaction over time. Its focus on key metrics provides actionable insights for improving customer experience.

Pricing starts at $224/month for small teams. Delighted offers a 7-day free trial.

8. Survicate

Survicate Feedback Tool

Survicate is a powerful customer feedback and survey platform that helps businesses of all sizes collect, analyze, and act on customer insights. By enabling companies to capture feedback across multiple channels, it empowers teams to improve customer experience and make data-driven decisions with ease.

Key features: Launch surveys via email, website, mobile apps, or in-product widgets. Pre-designed templates for NPS, CSAT, CES, and product feedback. Real-time analytics, customizable dashboards, and advanced targeting options for the right audience at the right moment.

Pricing: Survicate offers a free basic plan with limited responses, making it accessible for startups. Paid plans begin at $53 per month (billed annually).

Read more: Curious how Survicate compares with other survey tools? Dive into our Survicate comparison article.

9. GetFeedback

GetFeedback Customer Feedback Tools

Salesforce-native customer feedback platform that provides seamless integration for collecting and analyzing customer feedback within the Salesforce ecosystem.
Key Features: Multi-channel surveys, CRM integration, automated feedback collection, custom branding, advanced analytics, and real-time alerts.
Pricing: Business plans start at $450/month; custom enterprise pricing available.

10. Qualtrics

Enterprise-grade experience management platform offering comprehensive tools for customer, employee, product, and brand experience research and analysis.
Key Features: Advanced survey logic, predictive analytics, text analysis, statistical analysis, multi-channel distribution, and extensive integration capabilities.
Pricing: Custom pricing based on organization needs; typically starts from $1,500/month for business plans.

Read more: Searching for a better fit than Qualtrics? Here’s our roundup of the best Qualtrics alternatives.

How to Choose The Best Tool to Collect Customer Feedback?

Selecting the right customer feedback tool is crucial for gathering actionable insights and improving your business

How to Select Customer Feedback Tool

1. Define Your Objectives

Defining your objectives is crucial in choosing the best tool for collecting customer feedback. Determine what specific insights you aim to gain—whether it’s understanding customer satisfaction, gathering product feedback, or assessing market trends.
Clear objectives help in selecting a tool that aligns with your goals, ensuring that the features and capabilities of the software directly support your desired outcomes and enhance the effectiveness of your feedback collection efforts.

2. Identify Your Target Audience

Identifying your target audience is key when selecting a feedback tool. Consider who will be providing the feedback, including their demographics, preferences, and preferred communication channels.
Ensure the tool supports these channels, whether through email, mobile surveys, or in-app feedback, to maximize response rates and gather relevant, actionable data. This alignment enhances the relevance and quality of the feedback you receive.

3. Assess Your Technical Capabilities

Assessing your technical capabilities is important for ensuring compatibility with your chosen feedback tool. Evaluate your organization’s existing technical infrastructure, including system requirements and user expertise.
Choose a tool that integrates seamlessly with your current systems and is easy for your team to use. This minimizes technical challenges and facilitates a smooth implementation, ensuring the tool’s effective use within your organization.

4. Consider Integration Needs

Consideration of integration needs is essential when selecting a feedback tool. Ensure the tool can integrate with your existing systems, such as CRM, marketing platforms, or customer support software.
Seamless integration enhances data flow, automates processes, and provides a unified view of customer insights, making it easier to manage and act on feedback. This ensures a more efficient and cohesive feedback management process.

5. Evaluate Key Features

Evaluating key features helps in selecting a feedback tool that meets your specific requirements. Look for features such as customizable surveys, real-time analytics, automated follow-ups, and multi-channel distribution.
Prioritize tools that offer functionalities aligned with your objectives, enhancing your ability to gather, analyze, and act on customer feedback effectively. Ensure the tool’s features support your overall feedback strategy and operational needs.

6. Read User Reviews and Case Studies

Reading user reviews and case studies provides valuable insights into the practical performance of feedback tools. Reviews offer perspectives on ease of use, customer support, and effectiveness, while case studies illustrate real-world applications and success stories.
The information helps assess how well the tool performs in different scenarios, guiding you in making an informed decision based on user experiences and proven results.

7. Analyze Reporting Capabilities

Analyzing reporting capabilities is crucial for making the most of customer feedback. Ensure the feedback tool offers comprehensive reporting features, such as customizable dashboards, detailed data visualization and trend analysis.
Robust reporting capabilities enable you to interpret feedback effectively, track performance against your objectives, and derive actionable insights that drive improvements and strategic decisions.

Why is a Customer Feedback Platform Important for Your Business?

Understanding and responding to customer feedback has never been more important. Here are the reasons why customer feedback platforms are crucial for your business growth.

Importance of Customer Feedback Tools

Uncovering Hidden Opportunities

Customer feedback tools often reveal unexpected insights that may not be apparent through other means. Customers might highlight uses for your product you hadn’t considered or point out features they wish existed. These insights can spark innovation, leading to new product lines or even entirely new opportunities.

Predicting and Preventing Churn

Advanced customer feedback tools can help identify patterns that predict customer churn. The early warning system allows businesses to proactively address issues, potentially saving valuable customer relationships and reducing churn rates.

Empowering Front-Line Employees

Customer service representatives, sales teams, and other customer-facing staff can use this real-time feedback to adjust their approaches more effectively, and personalize interactions. The empowerment can lead to improved employee satisfaction and performance.

Benchmarking Against Competitors

Many customer feedback tools allow businesses to benchmark their performance against industry standards. The data is invaluable for understanding your position in the market, where you’re outperforming and setting realistic improvement goals.

Facilitating Customer Co-Creation

Transform customers from passive respondents into active participants in your business development. It not only leads to products and services that better meet customer needs but also fosters a sense of ownership and loyalty among participating customers.

Invest in Customer Feedback Tools & Watch Your Business Thrive

The best customer feedback tool is the fastest way to close the gap between what your business delivers and what customers actually want. Omni24 combines AI-powered surveys, omnichannel communication and real-time analytics to offer the best balance of depth.

  • Collect feedback across every channel to capture the full customer voice.
  • Use AI-driven analytics and reporting to turn raw responses into priorities.
  • Act on insights tools with automated workflows to reduce the delay between feedback and improvement.

Ready to see it in action? Book a live demo today. The best customer feedback tools drive decisions that build lasting customer loyalty.

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FAQs about Customer Feedback Software

Customer feedback tools allow businesses to gather feedback directly from customers, whether
through surveys, reviews, or social media channels. By understanding customers’ preferences, needs, and concerns, businesses can tailor their products and services to better meet customer expectations. This ultimately leads to increased customer satisfaction and loyalty, as customers feel heard and valued by the business.

Customer feedback tools provide valuable insights into customers’ interactions with products and services across their entire journey. Businesses can identify clear areas for improvement quickly by analyzing this feedback data without relying on internal guesswork or assumptions about customer needs.

The feedback-driven helps teams discover new features to implement and potential product ideas to ensure products truly meet customer needs instead of internal assumptions reducing costly development mistakes down the line.

Integrating customer feedback tools with existing systems helps streamline the entire collection and analysis process. It reduces manual work across departments. Most modern platforms offer flexible integration options that connect with tools your team already relies on daily.

  • CRM software for centralized customer data
  • Email marketing platforms for coordinated outreach
  • Social media channels for broader feedback capture
  • Analytics tools for deeper trend analysis

Customer feedback tools provide businesses with valuable insights into market trends, customer preferences, and competitor positioning within the industry landscape. It helps team to inform smarter strategic decisions over time. This data supports market research in several key ways:

  • Identifying emerging market opportunities early
  • Targeting new customer segments with confidence
  • Developing competitive strategies based on real insights
  • Reducing reliance on outdated assumptions or guesswork

Customer feedback tools level the playing field for small businesses, allowing them to compete with larger corporations in terms of customer satisfaction and product development. By leveraging customer feedback tools, small businesses can better understand their target audience, refine their products and services, and build strong customer relationships. Additionally, customer feedback tools are often cost-effective and easy to implement, making them an ideal solution for small businesses with limited resources.

Customer feedback tools collect data through various channels, such as online surveys, feedback forms, social media monitoring, and review platforms. Once data is collected, these tools use analytical techniques to organize, categorize, and analyze feedback data.

This analysis provides businesses with valuable insights into customer preferences, satisfaction levels, and areas for improvement. By leveraging customer feedback tools, businesses can make data-driven decisions that drive growth and success.

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