Looking at starting to measure Customer Satisfaction? Check out the list of top Customer Satisfaction Tools and start your CX journey. 

Remember the last time you purchased on Amazon.com? Got a feedback form after? Or booked a cab via Uber and had to rate your last ride before you could book another? Successful brands didn't just get there by fluke. They continuously focus on enhancing Customer Satisfaction and providing exceptional customer service, and that has its rewards.

Customer Satisfaction is the key to success for any business. By measuring key customer satisfaction metrics like NPS, CSAT and CES, you can understand how your customers feel, know their expectations and build processes to meet and exceed them. 

Measure Customer Satisfaction and Improve Customer Experience🔥

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

The best way to measure Customer Satisfaction is using targeted, in-moment surveys and that's where Customer Satisfaction Tools come in. With a Customer Satisfaction Tool, you can customize your surveys, deliver them to your audiences and customers at the right touchpoints and track CX metrics, performance and score in real-time.

Here are some of the best Customer Satisfaction Tools that you can use for your business to collect Customer Feedback and measure and improve satisfaction.

Let’s learn more about these tools and how you can use them for your business.

1. Zonka Feedback

Zonka Feedback is powerful Customer Satisfaction Tool that enables businesses to measure key CX metrics like NPS, CES and CSAT across all customer touchpoints,  and survey software that businesses use to create and share Customer Feedback Surveys through multiple channels like email, SMS, website, Android tablets, and smartphones, to measure customer satisfaction and loyalty. 

With its ready-to-use customizable survey templates, you can create any type of survey including surveys for various industries and metric surveys like NPS, CSAT, and CES Survey. The software not only collects feedback but with features like real-time alerts and notifications, helps you to get notified in real-time and take instant action on feedback and improve the overall customer experience.

The tool is equipped with an advanced dashboard, and reporting and analytical capabilities that allow you to analyze data with various types of reports like Trends report, Snapshot report, Team Performance repot, and more to track CX. You can also create automated workflows and trigger surveys and actions on survey responses.

Top Features

• Multi-channel feedback collection
• Ready-to-use Survey Templates
• Question Branching
• Skip Logic, Hide Logic and Survey Redirection
• Real-time Feedback alerts and notifications
• Measuring CX metrics like NPS, CSAT, and CES
• Offline feedback surveys
• Anonymous feedback
• Closing the feedback loop
• In-depth analysis and reporting
• Multilingual Surveys
• Powerful Native Integrations, Third-party Integrations, and APIs.

Pricing

• It offers multiple pricing options.
• Professional plan costs $49/month
• Growth plan costs $169/month
• Enterprise plan costs $429/month
• Custom plan is a personalized plan, price of which depends on your business requirements.

It also provides a Free Trial for 7 days.

Score On

• G2: 4.7/5
• Capterra: 4.8/5
• GetApp: 4.8/5

2. Qualtrics

Qualtrics is a Customer Experience Management platform that focuses on delivering exceptional frontline experiences, building high-performing teams, and creating products that customers love. Businesses use it for gathering and analyzing customer feedback, employee feedback, market research data, and other types of business-related data.

The tool is known for its easy-to-use interface and powerful features, such as survey creation and distribution, data analysis and visualization, and automated reporting.

Top Features

• Mobile Surveys
• Multi-channel Survey distribution
• Multi-language Surveys
• Library of 100+ question types and pre-built templates
• Closed Loop Process
• Predictive Analytics
• Third-Party Integrations

Pricing

Pricing starts with $1500 per year (as per Capterra).

Score On

• G2: 4.4/5
• Capterra: 4.7/5
• GetApp: 4.8/5

3. UserTesting

If you are looking for something that measures User Satisfaction and Experience, you can try UserTesting. This tool focuses on UI, UX Research, Design, and using Product Feedback to improve digital experiences. It allows businesses to get feedback on their websites, apps, and other digital products from real users. It is used to conduct remote, unmoderated user testing and collects both qualitative and quantitative data to help companies improve their user experience.

The platform offers features such as screen recording, audio feedback, and survey questions, making it easy to capture and analyze user insights.

Top Features

• Feedback Management
• Multi-channel data collection
• Reporting and Analytics
• Customer Segmentation
• Dashboard

Pricing

It offers three plans, namely Essentials, Advanced, and Ultimate plan. But only customized quotes are provided.

Score On

• G2: 4.5/5
• Capterra: 4.5/5
• GetApp: 4.5/5

4. Medallia

Medallia is a cloud-based Experience Management platform that helps businesses use to capture the voice of the customer by engaging with customers via multiple channels like email surveys, social media, web intercepts, mobile in-app feedback, SMS, call, and chat transcripts. The tool enables you to get a 360-degree view of the customers with social media, transcripts, speech analytics, ticketing systems, and digital behaviour.

Medallia's AI and machine-learning is tailor-made for experience data. It helps to analyze structured and unstructured customer insights.

Top Features

• Engagement Tracking
• Negative Feedback Management
• Reporting and Analysis
• 360-degree feedback
• Activity Dashboard
• Action Management
• Question Library
• Pulse Surveys

Pricing

Medallia offers flexible pricing as per your business requirements.

Score On

• G2: 4.4/5
• Capterra: 4.5/5
• GetApp: 4.5/5

5. Wootric

Wootric by InMoment is a Customer Experience Management software that businesses use to collect feedback from customers through feedback metrics like NPS, CSAT, and CES at critical customer journey touchpoints and the moments that matter and affect Customer Satisfaction.

The tool focuses on maximizing Customer Lifetime Value and is aimed to drive customer retention, engagement, and advocacy. Wootric is also known for its machine learning and artificial intelligence (AI) capabilities, which help companies gain deeper insights into their customers' needs and behaviours.

Top Features

• CSAT, NPS, and CES Surveys
• Sentiment Analysis
• Custom Dashboards
• Automated Survey Triggers
• Closing the Feedback Loop

Pricing

It offers three plans, namely, Professional, Growth, and Voice of the Customer. Their pricing is not provided on the website, however, as per other sources (Capterra), pricing starts from $89/month.

It also provides a free trial.

Score On

• G2: 4.9/5
• Capterra: 4.6/5
• GetApp: 4.6/5

6. Nicereply

Nicereply is a tool that integrates well with your ticketing system and allows you to gauge customers' ticket resolution experience. The tool enables you to create customized one-click feedback and CSAT surveys and trigger them just after a ticket is closed or any action that falls into the criteria set by you.

Top Features

• Post-resolution Surveys
• In-signature Surveys
• Website Popup Surveys
• Mobile Surveys
• URL Customization
• Data Analysis
• Email Marketing
• Leaderboard to rank Agent Performance
• CSAT, NPS, and CES Surveys
• Multichannel Distribution

Pricing

It offers various plans.

• Starter plan costs $59/month.
• Essential plan costs $119/month.
• Growth plan costs $239/month.
• Business plan costs $359/month.

It also offers a free trial.

Score On

• G2: 4.5/5
• Capterra: 4.7/5
• GetApp: 4.8/5

7. SurveyLegend

SurveyLegend is another Customer Satisfaction Survey tool that businesses of all sizes can use to create beautiful and engaging customized surveys, forms, questionnaires, and polls, with its dynamic survey maker, on any device and collect Customer Feedback.

SurveyLegend allows you to create interactive surveys that include images, videos, and other multimedia elements. This helps to make surveys more engaging and increase response rates.

Top Features

• Survey and Poll Management
• Complaint Monitoring
• Customer Segmentation
• Reporting and Analytics
• Drag and Drop Operations
• Phone Voting
• Anonymous Feedback
• Pulse Surveys

Pricing

It offers multiple plans.

• Starter plan is Free.
• Pro plan costs $15/month.
• Business plan costs $25/month.
• Legendary plan costs $65/month.

Score On

• G2: 4.4/5
• Capterra: 4.6/5
• GetApp: 4.6/5

8. Trustmary

Trustmary is a Customer Satisfaction tool that focuses on helping businesses get reviews and testimonials from customers and use them as social proof on company websites for marketing purposes. It possesses all the essential features for measuring and analyzing Customer Satisfaction and sharing surveys with customers via emails and text messages.

Top Features

• Review Request and Monitoring
• Question Branching
• Offline Response Collection
• Mobile Surveys
• Supports Audio, VIdeo and Image
• URL Customization
• Skip Logic

Pricing

It offers multiple plans

• Solo plan is a Free plan.
• Starter plan costs $19/month.
• Business plan costs $59/month.
• Scale plan is a customized plan, price of which depends on your business requirements.

It also offers a Free Trial.

Score On

• G2: 4.6/5
• Capterra: 4.6/5
• GetApp: 4.6/5

9. Lumoa

Lumoa is an intelligent and AI-powered Customer Experience platform which is fast to implement, easy to use, and helps businesses with its GPT Integration, get real-time summaries of what is affecting Customer Satisfaction and making customer journeys better or worse. It brings all feedback in one place from different channels - surveys, phone calls, chat conversations, and online reviews.

With Lumoa, you can see what customers say at different stages of their journey, and compare various products, shops, or service lines.

Top Features

• GPT Integration
• Survey and Poll Management
• Negative Feedback Management
• Multi-channel Data Collection
• Predictive Analysis
• Text Analysis
• Customer Segmentation
• Reporting and Analytics
• Dashboard

Pricing

It offers multiple plans.

• Simple plan costs €549/month.
• Professional plan costs €1099/month.
• Custom plan is a personalized plan, price of which depends on your business requirements.

It also offers a Free Trial.

Score On

• G2: 4.5/5
• Capterra: 4.4/5
• GetApp: 4.4/5

10. SmileBack

SmileBack is a Customer Feedback System designed specifically for MSPs and is focused on Customer Satisfaction. With SmileBack, you can receive instant feedback, optimize your service, and improve your Customer Experience.

Smileback allows businesses to send customer satisfaction surveys via email or directly within support tickets, making it easy for customers to provide feedback. One unique feature of Smileback is its emoji-based feedback system, which allows customers to rate their experience using a series of emojis. This makes the feedback process more engaging and fun for customers and can increase response rates.

Top Features

• CSAT and NPS Surveys
• Survey and Poll Management
• Predictive Analysis
• Customer Segmentation
• Feedback & Negative Feedback Management
• Dashboard
• Reporting and Analytics

Pricing

It offers various plans.

• Starter plan costs $88/month.
• Growth plan costs $123/month
• Pro plan costs $158/month.
• Pro+ plan costs $193/month.
• Enterprise plan costs $228/month.

It also offers a Free Trial.

Score On

• G2: 4.8/5
• Capterra: 4.9/5
• GetApp: 4.9/5

11. Sogolytics

Sogolytics is a comprehensive survey and Experience Management platform that businesses use to create professional-looking surveys and collect feedback from customers. Equipped with an interactive and customizable dashboard, the tool helps businesses to improve Customer Satisfaction and loyalty.

To provide enough support for its customers, Sogolytics offers user guides, training, 24/7 assistance, and much more to help you keep the data flowing. With Sogolytics, you can collect Online Feedback, Enterprise Feedback, Feedback on Social Media, manage Customer Experience, Employee Experience, and Helpdesk Ticketing Experience.

Top Features

• Predictive Analytics
• Email Marketing
• Offline Response Collection
• Skip Logic
• Question Library
• Question Branching
• Supports Audio, video, and images
• Data Analysis Tools
• Customizable Dashboard
• Customer Journey Mapping
• Sentiment Analysis
• Key Driver Analysis

Pricing

It offers multiple plans.

• Plus plan costs $25/month.
• Pro plan costs $66/month.
• Premium plan costs $99/month.
• Enterprise Feedback plan is a customized plan, price of which depends on your business requirements.

It also offers a Free Trial for 10 days.

Score On

• G2: 4.5/5
• Capterra: 4.7/5
• GetApp: 4.7/5

12. Feedbackly

Feedbackly is a Customer Feedback platform that businesses use to uncover customer emotions and find the reasons behind them in order to have a better understanding of Customer Satisfaction and experience. 

Feedbackly specializes in measuring EVI (Emotional Value Index) which is a standardized way of measuring Emotional Experience in a commercial environment. The tool also has its own marketing and sales software that help you improve your sales.

Top Features

• Automated Data Collection
• Seamless Integrations and Metadata
• Reporting and Analytics
• CSAT and NPS Measuring
• Alerts and Notifications
• 360 Degree Feedback
• AI/Machine Learning

Pricing

It offers multiple plans.

• Single plan costs $199/month.
• Pro plan costs $499/month.
• Custom plan costs is a personalized plan, price depends on your business requirements.

It also offers a free trial for 14 days.

Score On

• G2: 4.3/5
• Capterra: 4.2/5
• GetApp: 4.2/5

What to look for in a Customer Satisfaction Tool?

Choosing a Customer Satisfaction Tool is tricky when you have a pool of options available in the market each claiming to be the best. The key is to define your requirements and then ensure that the tool you choose has enough features to fulfil those needs. Here are some features that you should look for in a Customer Satisfaction Tool.

1. Comprehensive & Easy Survey Creation

What questions you ask in your survey, how your survey looks and whether it resonates with your customers or not — all these factors determine how good your survey response rate is and if you're getting the answers you're looking for. Therefore, no guesses here, but it's important to pick a software that allows you to create customized surveys with an easy-to-use survey builder. 

Things you can consider while looking at survey builders include: 

• Does the tool allow you to add your logo, background, theme and colors?
• Are ready-to-use Survey Templates available to create expert surveys in no time?
• How many question types does it have? Are the survey question types that you're looking for available in the tool?
• Is there ability to measure CX Metrics like NPS, CES and CSAT easily? 
• Can you create surveys in multiple languages?
• Does the tool have the ability to add logic in surveys and make them interactive?

2. Survey Distribution Channels 

Getting to deliver your surveys where your customers are is very crucial. If your audiences are active on emails but you're sending them SMS Surveys, it would never give you enough responses and feedback. So when you're picking a Customer Satisfaction Tool, consider the channels where your customers are. 

For instance, for on premises and in-person businesses, it is ideal for your tool to have Offline Surveys that run Android Surveys and iOS Surveys and can also be set up as a Kiosk Survey App. QR Codes are also really popular for offline businesses. For online businesses, eCommerce, products, website surveys and in-product surveys are channels you should consider.

For taking feedback within your app, make sure the platform has in-app Mobile SDKs. Email Surveys and SMS Surveys are also very popular for taking remote feedback from your guests. They work great for deliveries, post purchase, check in surveys and more. When sending Email Surveys, you can also check if the tool has ability to send in-signature surveys and embedded email surveys to ensure you get maximum feedback responses. 

If you're unsure of which channel you're looking at getting started with, or know that your scope will increase eventually, you should look for a Customer Satisfaction Tool that has multichannel survey distribution. 

3. Real-time Reporting & Analytics 

Real-time feedback reporting and analytics enable your business to look at what your customers are thinking, in real-time and give an overall view of the Customer Experience. With effective reporting capabilities, you can get a summary of all your customer responses and do an in-depth analysis the satisfaction level of your customers. An effective tool helps you to get various types of reports.

• Real-time reports help you know in real time what your customers want to convey you through feedback.
• You can filter your reports based on various parameters like date, questions, locations, tags, attributes, variables, and more to get the specific analytical data you want.
• Trends Report helps you to identify the ongoing trends in your CX metrics to know whether your CSAT or NPS is going up or down with time.  This helps to to foster improvement in your products and processes and enhance Customer Satisfaction.
• Word or Text Analysis Reports help you analyze the open-ended feedback you receive. These reports give you a visual and quantitative representation of considerable words or adjectives used by the customers in open-ended responses nd how many times they were used.
• With an effective tool, you also get the ability to save and schedule the reports you wish to receive and store as data like daily, weekly, monthly, or annual reports. 

4. Closing the Feedback Loop

Taking feedback is not enough. In fact, if you're taking feedback, it is imperative that you build a roadmap and checklist on how the feedback would be addressed. When customers share their feedback and opinion, they expect the company to take action, as you should. And this is true for both good and bad feedback. 

So while you're considering a Customer Satisfaction Tool, check if the tool has the ability to do the following. 

• Ability to add your team members? 
• Set notifications for at risk customers or negative feedback?
• Categorize type of feedback and run automation? 
• Ability to create tasks for team members? 
• Capability to auto respond to customers based on their feedback? 

All these capabilities enable you to take instant action on Customer Feedback and Close the Feedback Loop to enhance Customer Satisfaction, improve experience, and prevent churn.

5. Integration with other Tools

To get a complete view of your customers, their experience and their interaction with your team, it is important to connect your Customer Satisfaction Tool to other platforms and softwares you use. For example, when you connect your Feedback Software to your CRM, you're able to give your sales and success teams an insight into how your customers are doing and their current satisfaction scores. Similarly, you can trigger surveys to your customers based on different touchpoints and workflows. 

So look for a tool that integrates with your CRM, Customer Service Tools, Marketing Tools and more to make your work seamless.

Conclusion

These were some of the best Customer Satisfaction Tools available in the market. There are many others too, each having its own unique features, and benefits. The key to select the right software is to look for your business requirements, your budget, and then see what suits you the best. Based on your requirements, you can shortlist some tools that you think can be better than others for your business.

Take free trials of these shortlisted tools, seek support for using the tools, and then make a final decision of selecting the right tool based on your Free Trial Experience.