Customer Service

20 best customer feedback tools in 2024

Ufuoma Uvomata
January 27, 2024
Contents

Ever wished you could read your customers' minds and create products they'd go crazy for? Well, that's exactly what customer feedback tools are for. 

Think back to the days of handing out paper surveys and collecting comment cards. Well, fast forward to the tech era, and we have customer feedback tools that do way more than just collect data. They're your direct way to get customer insights, and they're about to become your secret weapon for success.

Customer feedback is an invaluable asset for businesses looking to enhance their products, services, and user experiences. 

As customer feedback software evolves, you need to find the right customer feedback tool that helps you collect customer feedback, organize it, and can also take care of analyzing customer feedback. 

In this comprehensive guide, we present the 20 top customer feedback tools for 2024, each offering unique features and benefits to help you unlock actionable insights and drive growth.

20 best customer feedback tools for 2024.

1. Simpu

Simpu Nigeria
Source

Best for: Improving customer satisfaction, email marketing and analytics.

Overview: Simpu is a prominent customer experience management software that stands out for its built-in analytics capabilities. It offers a comprehensive suite of tools to streamline email campaigns while providing real-time insights through user-friendly dashboards.

You can use it to easily send customer feedback surveys at different stages of the customer journey. It handles feedback management by helping you track customer feedback and measure customer loyalty with accurate customer satisfaction metrics.

Simpu's A/B testing feature enables experimentation with different email variations, and its analytics dissect the results, highlighting effective strategies.

Key features:

  • Survey customization.
  • Send customer satisfaction surveys.
  • Collect feedback.
  • Analyze customer feedback.
  • Robust email marketing tools.
  • Real-time performance tracking.
  • A/B testing for email variations.
  • In-depth analytics for informed decision-making. 

2. TrustPilot

Trustpilot website

Best for: Reputation & review management.

Overview: TrustPilot is one of the best tools for customer feedback. Its reputation management service uses consumer feedback to improve brand reputation, increase conversions, and gain audience insights. It has an embeddable feedback widget and support for Google Seller Ratings to enhance online visibility.

Key features:

  • Gather customer feedback
  • Management of customer reviews and reputation
  • Embeddable widgets for review display
  • Google Seller Ratings support
  • Conversion enhancement through consumer feedback

3. SurveyMonkey.

Best for: Versatile online surveys.

Overview: SurveyMonkey is a versatile platform for creating and distributing online surveys. It offers a wide range of question types, customization options, and analytics to gather insights and understand user preferences.

Key features:

  • Diverse question types for versatile surveys.
  • Customization options for personalized feedback.
  • Analytical tools for comprehensive insights.
  • Integration with other tools for streamlined data usage.

4. Zendesk

Zendesk Alternative
Zendesk

Best for: Integrated customer support and feedback.

Overview: Zendesk combines customer support and feedback management into one platform. It offers a centralized hub for tracking feedback, engaging with customers, and resolving issues, enhancing overall customer satisfaction.

Key features:

  • Integration of customer support and feedback management.
  • A centralized hub for feedback tracking and resolution.
  • Multichannel communication for customer engagement.
  • Analytics and reporting for continuous improvement.

5. UserVoice

Best for: Idea management and collecting customer feedback.

Overview: UserVoice streamlines idea management and feedback collection through its platform. It enables customers to suggest ideas, vote on them, and engage in discussions, fostering collaboration and prioritization.

Key features:

  • Collect ideas and manage them.
  • Idea voting and discussion for engagement.
  • Integrate with business tools for holistic insights.
  • Prioritize ideas based on user feedback.

6. Usersnap

Best for: Capturing customer feedback for web-based products & services.

Overview: Usersnap combines bug tracking and gathering customer feedback for SaaS and e-commerce businesses. Its in-browser screenshots and issue-tracking solution streamline troubleshooting and problem-solving.

Key features:

  • Issue and bug tracking solution
  • In-browser screenshots for visual feedback
  • Collaboration and communication features
  • Integration with various business tools.

7. Instabug

Best for: Finding and reporting bugs.

Overview: Instabug offers bug and crash reporting, app performance monitoring, and in-app surveys and chats. Its comprehensive toolkit aids in identifying issues, gathering feedback, and improving overall app quality.

Key features:

  • Bug and crash reporting for issue detection
  • App performance monitoring for optimization
  • In-app surveys and chats for user engagement
  • Integration with popular business tools for seamless workflow

8. Podium

Best for: Reputation & customer experience management for local businesses.

Overview: Podium is one of the top customer feedback solutions that specializes in reputation management by centralizing customer reviews and feedback. It offers live chat, video chat, and payment collection features. Designed for local businesses, Podium enhances customer engagement and drives growth through improved experiences.

Key Features:

  • Reputation management and review aggregation
  • Live chat and video chat functionalities
  • Payment collection integration
  • Local business-focused customer engagement

9. UserReport

Best for: Understanding customer behavior & preferences.

Overview: UserReport offers a two-widget approach – a survey widget and a feedback widget – to capture real-time insights. It enables tracking user satisfaction, demographics, and feature requests. UserReport's interactive widgets facilitate direct user interaction and actionable survey responses.

Key features:

  • Survey widget for user satisfaction and demographics
  • Feedback widget for feature requests and improvements
  • Interactive user engagement for valuable insights
  • Voting on feature requests for prioritization

10. Typeform

Best for: User surveys.

Overview: Typeform simplifies survey creation with interactive, one-question-at-a-time forms. Its pre-built templates and conditional logic enhance user engagement and completion rates. Typeform offers conversational experiences, making it a top choice for gathering insights and feedback.

Key features:

  • Create surveys
  • Intuitive, conversational form builder
  • Send customer surveys
  • Conditional logic for dynamic forms
  • Interactive editor and multimedia integration
  • Survey analytics and insights 

11. Retently

Best for: NPS surveys.

Overview: Retently specializes in measuring customer satisfaction and loyalty through Net Promoter Score (NPS) surveys. Its advanced analytics and data segmentation provide in-depth insights into customer sentiment and satisfaction.

Key features:

  • Create surveys
  • NPS survey campaigns
  • Cross-channel survey distribution
  • Advanced analytics and data segmentation
  • Integration with third-party apps for enhanced functionality
  • Accurately measure NPS, CSAT, and CES 

12. Hotjar

Best for: Visualizing consumer behavior.

Overview: Hotjar excels in visual behavior tracking, offering heatmaps, scroll maps, clicks, and more to bridge the gap between customer feedback and actual behavior. It aids in understanding the "why" behind user comments and identifying areas for improvement.

Key features:

  • User behavior visualizations through heatmaps and more
  • Conversion funnel tracking for insights
  • Form analysis to optimize user interactions
  • Recordings to understand user navigation
  • improve customer satisfaction 

13. Bazaarvoice

Best for: Scaling your UGC strategy.

Overview: Bazaarvoice is a go-to platform for online retailers, facilitating customer review and user-generated content aggregation. It enhances marketing strategies, product performance, and organic search visibility through user feedback and reviews.

Key features:

  • Aggregation of customer reviews and user-generated content
  • Insights for product performance enhancement
  • Utilization of user-generated content for marketing
  • Boosting organic search visibility through reviews
  • Customer retention

14. Qualaroo

Best for: Actionable customer insights.

Overview: Qualaroo excels at capturing contextual insights through pop-up surveys and questionnaires. Its Nudges tool ensures targeted, qualitative responses, while AI-enabled sentiment analysis adds depth to open-ended survey feedback.

Key features:

  • Contextual pop-up surveys and questionnaires
  • Distribute customer surveys
  • Nudges tool for specific insights
  • AI-powered sentiment analysis
  • Qualitative, actionable feedback collection
  • Analyze feedback data 

15. Medallia

Best for: Comprehensive customer experience management.

Overview: Medallia is one of the best user feedback tools that provides a holistic approach to customer experience management. It captures feedback, analyzes sentiment, and offers actionable insights to improve experiences, enhance loyalty, and drive business growth.

Key features:

  • Comprehensive customer experience management
  • Sentiment analysis for understanding emotions
  • Actionable insights for informed decision-making
  • Focus on enhancing customer loyalty and satisfaction

16. Feedbackify

Best for: Gathering private, real-time user feedback.

Overview: Feedbackify is an online feedback tool that offers a private, real-time feedback collection process. It enables instant feedback collection from anonymous site visitors, safeguarding consumer privacy while enhancing response rates.

Key features:

  • Customizable feedback forms for privacy
  • Unlimited surveys
  • Real-time reporting for immediate insights
  • Anonymous user feedback collection
  • Enhanced response rates through privacy measures

17. Parative Voice of the Customer (VoC)

Best for: User relationship management.

Overview: Parative's VoC supports end-to-end user feedback management, aggregating insights from various sources into one system. It syncs with business tools, allowing measurement across channels and prioritization of feature requests. The platform aids contextual user research, providing critical insights in real-time to enhance user engagement.

Key Features:

  • Unified user feedback loop
  • Integration with various business tools
  • Real-time user research and insights
  • Prioritization of feature requests

18. Feedier

Best for: Interactive feedback collection.

Overview: Feedier provides interactive feedback collection through engaging surveys and gamified experiences. It uses smart forms, rewards, and real-time analytics to gather insights, making feedback a more enjoyable process for users.

Key features:

  • Interactive and gamified feedback collection
  • Smart forms and engaging survey experiences
  • Real-time analytics for immediate insights
  • Reward system for user participation

19. Usabilla

Best for: Collecting user feedback for digital experiences.

Overview: Usabilla is an online survey software that specializes in gathering user feedback for digital experiences, including websites and apps. Its customizable feedback forms and in-page surveys enable businesses to understand user sentiments and improve usability.

Key features:

  • Feedback collection for digital experiences
  • In-page surveys and user-friendly forms
  • Usability insights and sentiment analysis
  • Data-driven improvements for enhanced experiences

20. Nicereply

Best for: Measuring customer satisfaction metrics.

Overview: Nicereply focuses on measuring customer satisfaction metrics through NPS, CSAT, and CES surveys. It helps businesses understand customer sentiment, prioritize improvements, and foster loyalty.

Key features:

  • NPS, CSAT, and CES survey measurement.
  • Customer sentiment analysis.
  • Prioritizing improvements based on feedback.
  • Enhancing customer loyalty through satisfaction.

Best practices for collecting customer feedback.

In today's business world, listening to customers is like finding treasure. The feedback they give can guide companies to make better products and services that people really love.

Collecting this feedback isn't as simple as just asking a few questions. There are smart ways to do it that make customers happy and help businesses grow.

Let's explore some tips for gathering customer feedback the right way:

  • Choose the right channels.

Everyone has their favorite way of talking, and customers are the same. Some like to fill out surveys online, while others prefer to talk on social media.

Make sure you offer different ways for people to give their feedback so everyone can choose what's most comfortable for them.

Read: Communication channels: which one is best for you?

  • Timing is important.

Ever tried to remember what you had for breakfast yesterday compared to what you ate on Monday three weeks ago? It's easier to remember things right after they happen and it's the same with feedback.

Ask customers their opinions right after they buy something or talk to your team. That way, they remember the details and can give better answers.

  • Keep it short and simple.

Imagine getting a long, boring survey that feels like homework – you’ll probably not want to fill it.

Short surveys with questions that match what the customer did or saw keep things interesting. Use simple words to help everyone understand and answer quickly.

  • Try NPS and CSAT surveys.

There are two special kinds of surveys that tell you how much customers like your stuff.

NPS checks if customers would recommend you to others, and CSAT asks if they were happy with their experience. These scores show if you're doing great or need to improve.

  • Say thanks with gifts.

Imagine getting a surprise gift after helping someone. It feels good, right? Businesses can do that too.

Giving small rewards like discounts or special treats to customers who share their thoughts can make them feel appreciated.

  • Make changes happen.

The most important part of getting feedback is actually using it. Look at what customers say and find patterns.

If lots of people ask for the same thing, it's a clear sign that you should make that change. Then, let customers know you're listening and making things better.

  • Pay attention to negative feedback.

Sometimes people say things that are not so nice. But those words can be super helpful.

When customers tell you what's not working, it is an opportunity for you to fix it and show them that you really care.

  • Be honest and open.

Tell customers why you want their feedback and how you'll use it.

Sharing what you've learned from their feedback is like telling a cool story. It shows that you're a team that’s working together to make things better.

  • Keep learning.

The world changes, and so do people's likes and dislikes. Remember to try new ways of getting feedback, like asking new questions or trying new ways to chat.

When you learn more about what your customers want, you can keep growing and making them happy. 

To conclude,

Customer feedback tools have revolutionized the way businesses gather insights, refine products, and deliver exceptional experiences to their customers. 

As technology advances, online customer feedback have evolved from simple data collectors to powerful platforms that offer actionable insights, enhance customer relationships, and drive growth.

The tools we've explored in this article act as guides, helping companies understand what people think about their products and services.

Remember, choosing the right tool can help your business gain insights, solve issues, and create offerings that truly satisfy customers. Just like having a meaningful conversation, businesses and customers can collaborate to enhance each other's experiences.

By using these tools thoughtfully, you can show your customers that their opinions matter. When businesses and customers team up, both sides benefit – businesses grow, and customers receive products and services that meet their needs.

So, continue to listen, improve, and contribute to a better business-customer partnership that benefits everyone. Get started here.

Ufuoma Uvomata
Content Writer
Ufuoma is a writer who creates website copy, SEO articles, scripts, blog posts, and short stories for companies in several industries. If you meet her, ask about her plants.

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