Top 13 CSAT Software to Measure Customer Satisfaction

Satisfied and happy customers are bound to come back and even refer your business to their friends and family. Unsatisfied or unhappy customers, on the other hand, are more likely to spread negative word-of-mouth about your brand, product, or services.

No wonder more and more businesses are prioritizing implementation of CSAT surveys and feedback forms to measure and improve customer satisfaction using effective surveys and feedback forms. 

To conduct a customer satisfaction survey, you need the best customer satisfaction software that streamlines the process and offers essential features to improve customer retention and enhance customer satisfaction analysis.

In this blog, we'll explore the best CSAT software designed to facilitate the collection of customer feedback and measure the satisfaction levels of your customer base. We'll also delve into the essential features your chosen tool should have. So, without further ado, let's dive in.

TL;DR

• CSAT software is designed to collect, analyze, and report on customer satisfaction data. They help businesses gauge the satisfaction level of customers with the product, service, or business as a whole.
• We've compiled a list of CSAT software, assessing them based on their features, pros, cons, pricing, and ratings across various platforms. It includes names like Zonka Feedback, SurveyMonkey, Qualtrics, Typeform, and many more. 
• Further, we've talked about the key features you should look for in a CSAT software.
• Zonka Feedback is a powerful CSAT survey software that lets you collect customer feedback and measure customer satisfaction across the customer journey. You can try it for free for 14 days or schedule a demo to see how it works for your business.

Measure Customer Satisfaction and Improve Experience🔥

Create customized CSAT surveys and take real-time feedback from your customers at all touchpoints.

What is CSAT Software?

A customer satisfaction survey software is a platform that helps you create CSAT surveys, distribute it across different touchpoints in the customer journey, collects the feedback, analyzes the results, and give accurate CSAT score and rating. 

It streamlines everything for you to measure and improve your customer experience and boost retention in the long run. 

Customer satisfaction survey tool is essential for your businesses if you are looking to continuously assess and improve customer satisfaction, enhance overall customer experiences, and drive growth. It also helps gather actionable, data-driven insights to make informed decisions about your product development, customer relationship, service strategies, and marketing efforts.  

Best CSAT Survey Software to Enhance Customer Satisfaction

Choosing the right CSAT survey tool depends largely on your business requirements, the channels you wish to cover, type of CSAT survey you want to conduct, budget, and much more. 

Let us dive into the world of CSAT survey tools and explore the top contenders on our list. 

1. Zonka Feedback

Zonka Feedback is one the best customer satisfaction software that offers a versatile multi-channel feedback system designed to provide actionable insights and real-time reporting for businesses seeking to gauge and enhance customer satisfaction. With its feedback capabilities, user-friendly interface, and collaborative inbox, it facilitates measuring real-time feedback and analyzing customer satisfaction levels using CSAT surveys.

It also provides emotional intelligence by helping businesses dive into the sentiments, intent, urgency, and other aspects of the customer's moods through the feedback. It's AI feedback analysis capabilities deliver advanced insights and analytics, uncovering emotions behind the satisfaction score. 

Key Features

• 100+ ready-to-use, customizable survey templates that cater to various industries and specific metrics like NPS, CSAT, and CES surveys.

• Distribute customer satisfaction surveys through multiple channels, including email, SMS, website, and in-app, providing a flexible approach to measuring customer loyalty and satisfaction.

• Customize the look and feel of a customer satisfaction survey with your brand's logo, theme, and image with its powerful survey builder.

• Add follow-up questions based on customer satisfaction scores, allowing customers to express their feelings in their own words.

• Monitor and analyze real-time customer feedback using the dashboard, which provides various options for filtering responses, tagging themes, searching by name, comments, and more.

• Automate personalized messages and emails with workflows to streamline processes for managing survey responses and interactions with customers.

• Collaborate with your team and interact with customers to address concerns, gather insights, and improve your services.

• Access real-time, in-depth CSAT reports like CSAT meter reports, trends reports, location-based CSAT reports, text analytics, and more.

• G2 Rating: 4.7/5

Here is a customer satisfaction survey template that you can use to capture CSAT score. 

2. SurveyMonkey

SurveyMonkey, a widely recognized CSAT software, empowers you to create customer feedback surveys, collect feedback data, and analyze customer insights afterward. With a diverse array of pre-written questions available in its question bank and advanced survey logic features, this data collection app equips businesses to create surveys that accurately capture customer sentiment and provide sentiment analysis and insights for enhancing their products and services. 

Key Features

• Create recurring customer satisfaction survey surveys to collect feedback on a regular basis.

• Customize surveys to align with your brand identity and specific data collection needs.

• Collaborate effectively with your team and share survey projects effortlessly.

• Integrate with third-party applications and automate workflows, making data exchange smooth.

• Maintain control over your collected data to ensure privacy and security.

• Keep your branding consistent in surveys to reinforce your company's image.

• Create your own dashboards to view survey data and CSAT survey results in a way that suits you best.

• G2 Rating: 4.4/5

SurveyMonkey as a CSAT software may not provide the advanced analytics and reporting capabilities necessary for handling customer feedback effectively. You can check out the top SurveyMonkey alternatives to find the one that could best meet your requirements.

3. Qualtrics

Qualtrics is another powerful and one of the best CSAT tools tailored to measure and enhance customer satisfaction through effective surveys. With a wide array of features, including a diverse library of survey templates like post-transaction evaluations, periodic satisfaction surveys, NPS survey, and advanced analytics, it enables you to collect and transform customer data into actionable insights. It offers multiple feedback collection methods, making it a go-to solution for acquiring valuable customer, market, and employee insights.

Key Features

• Access a variety of survey templates and over 100 question types that can be tailored to your specific survey needs.

• Use precise targeting to reach the right audience with your customer satisfaction survey.

• Benefit from artificial intelligence-powered sentiment analysis, courtesy of IBM Watson's Natural Language Processing, to understand how customers feel.

• Create surveys optimized for mobile devices to reach customers wherever they are.

• Distribute surveys across various channels, ensuring a wide reach.

• Conduct surveys in multiple languages to engage with a diverse audience.

• Leverage predictive analytics to anticipate trends and make data-driven decisions.

• Integrate with third-party applications to enhance functionality and streamline workflows.

• G2 Rating: 4.4/5

If you think this CSAT survey software will not serve your purpose, you can check out top Qualtrics alternatives that would meet your needs in a better way.

4. SurveySensum

SurveySensum is a powerful CSAT tool that helps businesses improve customer satisfaction the right way.  It's an AI-powered tool that helps businesses of all kinds design, launch, and analyze CSAT surveys.  This goes beyond industries like B2B, retail, insurance, automotive, and SaaS - it works for everyone. What makes SurveySensum unique is that it helps turn those surveys into real action that boosts your bottom line.

Unlike typical CSAT tools, SurveySensum offers free CX expert advice. These CX consultants help you with everything, from writing great surveys to figuring out what the results mean and how to use them to improve your business.  They even connect your actions to specific goals, so you know you're on the right track.

SurveySensum goes beyond the essentials. While it offers the standard features you'd expect, like cross-tab analysis, analytical dashboard, WhatsApp surveys, and survey customization, it also offers advanced capabilities.  These include a real-time ticketing system, AI-powered text analysis, and improved data visualization tools.  

This CSAT platform gives you insights right at your doorstep and helps you prioritize and take action that directly impacts your business growth.

Key Features

• 2-hour SLA support guaranteed

• Text analytics software

• Integrations (along with data import)

• On-site support

• CX Consultation

• Closed-loop capabilities 
• Transparent and affordable pricing
• G2 Rating: 4.8/5

5. Delighted

Delighted is among the most popular customer satisfaction tools that offer to create microsurveys NPS and Customer Effort Score surveys besides CSAT surveys. Delighted's survey builder ensures better survey questions for surveys like Likert scale surveys, 1 to 7 rating scale surveys, smiley face surveys, and more. Delighted software is known for business performance and its wide collection of useful integrations.

Key Features

• Leverage 8+ question types for creating surveys with features like survey branching, question randomization, and survey design customizations

• Utilize a user-friendly dashboard to track and gain insights from feedback data.

• Perform segmentation using filters for gender, custom tags, customer type, and location.

• Gauge Net Promoter Score performance with a dedicated score tracker.

• Monitor user emotions with built-in sentiment analysis, which generates Pivot table reports to provide deeper insights.

• Seamlessly integrate with popular platforms like Slack, HubSpot, Heap, and more, streamlining your workflow and data management.

• G2 Rating: 4.7/5

If you're having second thoughts about this CSAT tool, you can check out top Delighted alternatives that can offer better customer experience and help in gauging satisfaction levels.

6.Typeform

Typeform is one of the best CSAT survey tools that makes your surveys user-friendly and interactive with its drag-and-drop feature. You can effectively trigger surveys to calculate CSAT score on your website through buttons, on-site pop-ups, and push notifications. This survey tool provides a variety of survey question types like MCQs, 1 to 5 rating scale, picture-based questions, open-ended questions, and more.

Key Features

• Create a variety of surveys including multiforms and quizzes and enhance surveys with icons, photos, and videos, making them engaging and informative.

• Design personalized surveys and templates tailored to your branding, whether for lead generation, research, or for collecting CSAT feedback.

• Easily track feedback and user insights with straightforward analytics tools, helping you quickly make data-driven decisions.

• Utilize the Live Preview mode to see changes in real-time, ensuring your surveys look and function exactly as intended.

• Benefit from an AI-based chatbot website wizard, enhancing user interactions and engagement on your site.

• G2 Rating: 4.5/5

Typeform can be a little expensive if you have a larger organization or are looking for advanced needs. Check out Typeform alternatives to find the survey tool that fits your needs.

7. QuestionPro

QuestionPro, popular among text survey tools, is a versatile and user-friendly CSAT software that helps you create, distribute, and analyze customer satisfaction surveys with ease. With a lot of features, including customizable survey creation, multiple survey distribution opportunities, and advanced data analysis tools, QuestionPro helps you gather valuable insights to enhance customer satisfaction and drive business growth.

Key Features

• Easily create and customize CSAT surveys using 250+ templates along with various question types to match your branding and data collection needs.

• Use advanced data analysis tools to gain insights from feedback data and create reports.

• Monitor and analyze customer satisfaction survey responses in real-time, helping you make timely decisions.

• Create surveys optimized for mobile devices, ensuring a user-friendly experience for respondents.

• Implement survey logic, branching, and skip patterns to ensure a personalized and efficient survey-taking experience.

• G2 Rating: 4.5/5

8. Zoho Survey

With an intuitive platform and a range of features, Zoho Survey is a customer satisfaction survey tool that enables you to create, distribute, and analyze surveys effortlessly. Whether you're aiming to assess customer experiences or enhance your products and services, Zoho Survey empowers you to make data-driven decisions for continuous improvement and customer retention.

You can analyze the CSAT survey responses through an extensive array of survey reports that enable you to analyze your survey responses based on Sentiments, TURF, and Word Cloud.

Key Features

• Create customer satisfaction survey by using 200+ customized survey themes and 25+ question types matching your requirement

• Distribute surveys through various channels, such as email, websites, social media, and mobile apps, ensuring broad reach.

• Utilize real-time advanced data analysis tools to monitor and derive insights from feedback data and generate reports.

• Seamlessly integrate with other tools and platforms, including Zoho CRM and Zoho Analytics, to streamline your workflow and data management.

• Implement conditional logic and branching to create personalized surveys and route respondents based on their responses.

• Conduct offline surveys and sync the data when you're back online, ensuring flexibility in data collection.

• G2 Rating: 4.4/5

9. Jotform

Jotform is another powerful online survey tool popularly used by educational institutions, nonprofit organizations, and small businesses to create CSAT feedback forms. Jotform enables you to share online surveys like the CSAT survey via links, website embeds, QR codes, and social shares. It provides hundreds of integrations to automate the workflow.

This web-based CSAT platform is very popular for its forms and data collection software to measure CSAT as your customer engagement metric.  

Key Features

• Create various types of forms, including CSAT survey, registration forms, contact forms, and more, with a user-friendly drag-and-drop interface.

• Customize customer surveys to match your branding and specific data collection needs, including themes, templates, and form fields.

• Collect payments through forms using integrations with payment gateways like PayPal, Stripe and Square.

• Access real-time reports and analytics to gain insights from CSAT survey responses, and create visual reports for data visualization.

• Use workflow automation features to automate processes and notifications based on form submissions.

• G2 Rating: 4.7/5

Looking for advanced features that are well within your budget? Check out these Jotform alternatives and explore the tools that can fit your requirements.

10. NiceReply

Nicereply is a customer survey software that simplifies customer feedback collection and analysis, seamlessly integrating with your ticketing system. This leading customer satisfaction survey software allows you to create personalized one-click feedback and CSAT surveys, which can be triggered immediately after ticket resolution or specific actions.

There are different question types like thumbs up/down, yes/nom etc., that you can use for measuring CSAT. 

Key Features

• Collect feedback right after a ticket is resolved, capturing real-time customer sentiment.

• Embed the CSAT survey in email signatures for convenient customer responses.

• Engage with website visitors through customizable popup surveys.

• Customize survey URLs for branding and tracking purposes.

• Use survey responses for targeted email marketing campaigns and customer engagement.

• Rank agent performance with a leaderboard to motivate and improve customer service.

• Distribute surveys through various channels, including email, websites, and mobile apps, to reach a wider audience.

• G2 Rating: 4.5/5

11. Qualaroo     

Qualaroo is a customer experience platform that enables you to capture CSAT feedback with Qualaroo-Nudges. It helps designers, developers, and project managers quickly conduct CSAT surveys at a transactional level to gauge real-time customer satisfaction.

The tool assists in performing sentiment analysis based on positive, negative, neutral, and other attribute expressions like anger, disgust, sadness, fear, and joy.

Key Features

• Create personalized microsurveys using various question types and ready-to-go survey templates.

• Utilize the analytics dashboard for feedback mining, keyword and emotion identification, and semi-automatic feedback closure.

• Tailor your surveys with question branching, white-labeling, and design customization to collect actionable feedback effectively.

• Segment your users based on their history and engagement, enabling you to send CSAT surveys to distinct customer groups.

• Seamlessly integrate with other tools and platforms, allowing you to incorporate valuable information into your existing workflows and applications.

• G2 Rating: 4.4/5

12. forms.app

forms.app is among the most popular CSAT tools that allow you to create CSAT surveys easily and quickly with its expert-created survey and form templates. From a great number of field types to powerful features, it offers a great experience for its users. You can add star ratings, text fields, choice questions, and more.

Plus, you can hide or show some fields according to the answers of the respondents. 

Key Features

• Easily build forms and surveys with a user-friendly drag-and-drop interface.

• Access a library of pre-designed form templates to kickstart your form creation process.

• Share forms through various channels, such as email, websites, social media, and QR codes.

• Export form data in various formats and integrate with popular third-party applications, such as Google Sheets, Slack, and more.

• Create CSAT surveys that adapt to user responses through conditional logic, ensuring a personalized user experience.

• Allow respondents to upload files or attachments through the form for document submissions.

• G2 Rating: 4.5/5

13. SurveySparrow

SurveySparrow has a dedicated customer experience module to manage CSAT surveys with ease. The conversational form of surveys helps you connect with your customers across the globe. Its CSAT surveys enable you to set up customized follow-up emails to acknowledge your customers.

The custom reports and widgets will help you gain rich insights from the collected customer data.

Key Features

• Create interactive, chat-like NPS, CSAT, and CX surveys that engage respondents in a conversational manner.

• Share surveys through various channels, including email, SMS, web links, and in-app.

• Collect survey responses even when an internet connection is not available, with data syncing when connectivity is restored.

• Implement conditional branching and skip logic to create dynamic surveys tailored to each respondent's answers.

• Utilize a variety of question types, including multiple choice questions, CSAT rating scales, NPS, and more, for comprehensive data collection.

• Integrate with popular third-party applications like CRMs, email marketing tools, and productivity apps.

• G2 Rating: 4.4/5

You can also check out Surveysparrow alternatives if you want a tool that has more survey question types with a robust data analytics system.

How to Choose the Best Customer Satisfaction Survey Software?

There are tons of features available in a CSAT tool. So much so that a lot of the times, it can create confusion in your mind, and you cannot make a precise decision.

To solve this issue, the best is to know the key features that you should look eye for in a CSAT application.

Below, we've compiled some noticeable features that should be there in your software:

1. Customize your CSAT surveys - An ideal CSAT software gives you the ability to personalize the look and feel of your CSAT surveys. You can customize and white-label your CSAT surveys with logos, branding, background, and more questions.

2. Add Follow-up Questions - Besides asking the CSAT question, you can also add a follow-up question to your survey to ask reasons for the CSAT scores.

3. Add Logics & Branching - Choose a CSAT tool that enables you to display different questions based on the selected score using Survey Logic in your CSAT surveys.

4. Real-time Alerts for Team - Set real-time alerts for the team based on the customer satisfaction score or other custom parameters to keep them updated.

5. User Segmentation - A CSAT tool should offer the capability to segment your customer feedback data based on various criteria, such as survey score, demographics, purchase history, etc. so that you can gain deeper insights into different customer segments and tailor your survey accordingly.

6. Automated Notifications for Respondents - An ideal CSAT tool lets your team engage with customers with automated notifications based on their scores.

7. Access in-depth CSAT Reports - Choose a CSAT software that gives you the ability to access real-time, in-depth CSAT reports like CSAT meter reports, trends reports, location-based CSAT, text analytics, and more.

8. APIs & Third-Party Tools Connection - Choose a tool that allows you to trigger CSAT surveys by integrating your business system APIs into your favorite tools.

9. Close the Feedback Loop - A good CSAT tool helps you create tasks for your team, take action & close the loop. It further prevents your miffed customers from churning. 

Conclusion

As you explore these CSAT software options, it's essential to consider your unique needs, budget, and the specific features that matter most to your business. Each of these customer satisfaction software offers something unique, so take the time to evaluate which one aligns best with your customer satisfaction goals.

Alternatively, you can try Zonka Feedback to collect customer feedback, analyze reports, take action, and close the feedback loop. This customer survey tool has all the essential features that can help you improve customer satisfaction, reduce churn rate, and spread positive word of mouth through happy customers.

Try Zonka Feedback for the 14-day free trial and get started today!