13 Best Customer Satisfaction Tools & Software for 2023

Customer satisfaction is the key to success for any business. By measuring key customer satisfaction metrics like Net Promoter Score, CSAT Score, and Customer Effort Score, you can understand how your customers feel, know their expectations, and build processes to enhance their overall customer experience. 

The best way to measure customer satisfaction is using customer satisfaction software but with so many tools in the market, choosing the most suitable one for your business can be tricky. In this article, we will explore some of the top customer satisfaction tools that you can use for your business to collect customer feedback and measure and improve satisfaction with dissatisfied customers.

TL;DR

• Customer satisfaction tools are software applications and solutions designed to measure, analyze, and improve customer satisfaction and overall customer experiences.

• These tools help businesses gather feedback and collect customer insights, enabling them to better understand customer sentiments, identify areas for improvement, and enhance the quality of their products, services, and interactions.

• We've put together a list of customer satisfaction platforms and evaluated them based on their distinct features, cost structures, and ratings across various platforms.

• Some of the popular customer satisfaction tools include Zonka Feedback, Qualtrics, UserTesting, Nicereply, and SurveyLegend and more. 

• To collect customer feedback and measure customer satisfaction, you can utilize Zonka Feedback which has free feedback form templates for customer satisfaction surveys and helps to analyze results, take action, and close the feedback loop effectively. You can try it for free for 7 days and or schedule a demo to see how it works for your business.

13 Best Customer Satisfaction Software

Let's directly jump into the top customer satisfaction software solutions and how you can use them for your business.

1. Zonka Feedback

Zonka Feedback is one of the best customer satisfaction software that enables businesses to measure key CX metrics like NPS, CES, and CSAT across all customer journey touchpoints. Through this tool, you can create and send surveys through multiple survey channels like email, SMS, website, in-app, etc. to measure customer loyalty and other customer satisfaction metrics.

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 survey, CSAT survey, and CES Survey. With an advanced dashboard, automated workflows, and report options, it's not just a survey tool but a comprehensive solution for meeting customer expectations.

Top Features

• Multi-channel feedback collection

• Ready-to-use survey templates

• Survey logic and branching, hide logic, and survey redirection

• Real-time feedback alerts and notifications

• Measuring CX metrics like Net Promoter Score, Customer Satisfaction Scores, and Customer Effort Score

• Offline feedback surveys

• Anonymous feedback

• In-depth analysis and reporting

• Multilingual surveys

• User segmentation for personalized experiences

• Powerful native integrations, third-party integrations, and APIs

Pricing

It offers multiple pricing options.

• Starter plan costs $49/month.

• Professional plan costs $99/month.

• Growth plan costs $199/month.

• Free plan available.

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 unified customer experience platform that focuses on delivering exceptional frontline experiences, building high-performing customer service teams, and creating products that customers love. Businesses use it as market research tool for gathering and analyzing customer feedback, employee feedback, and collect other types of business-related data. You can survey your customers at the moment across multiple channels and see all your data in real-time on a single platform.

This customer satisfaction software is known for its easy-to-use interface and powerful features, such as survey creation and distribution, data analysis and visualization, and automated reporting which come in handy in mapping the customer journey.

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 at $1500 per year (as per Capterra).

Score On

• G2: 4.4/5

• Capterra: 4.7/5

• GetApp: 4.8/5

If you think Qualtrics is on the higher end of the price point, you can check out Qualtrics alternatives that can be the most value for money among customer satisfaction survey tools.

3. UserTesting

UserTesting is a customer feedback software that focuses on UI, UX research, design, and using product feedback to improve digital experiences. 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

Pricing

It offers three plans, namely Essentials, Advanced, and Ultimate plan. However, 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 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 behavior.

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

If you think Medallia won't serve your purpose, you can check out Medallia alternatives for your consideration.

5. Wootric

Wootric by InMoment is a customer experience platform that businesses use to collect feedback from customers through customer surveys at critical customer interactions and identify factors that affect satisfaction among customers. This tool focuses on maximizing customer lifetime value and drives customer retention, engagement, and advocacy.

Top Features

• Online surveys like NPS, CES, and CSAT survey

• 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 customer satisfaction software that integrates well with your ticketing system and allows you to send straightforward surveys to gauge customers' ticket resolution experience. As a leading customer satisfaction survey software, Nicereply 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 software 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, smileys & emojis, a 1 to 5 rating scale, and other multimedia elements. This helps to make surveys more engaging and increase survey 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 survey tool that focuses on helping businesses get reviews and testimonials from satisfied customers, and use them as social proof on company websites for marketing purposes. It possesses all the essential features to measure, analyze, and improve 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, the 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 satisfaction platform that is fast to implement, easy to use, and helps businesses with its GPT integration, get real-time summaries of what is affecting overall customer satisfaction. It brings all feedback in one place from different channels - surveys, phone calls, chat conversations, and online reviews.

Counted as one of the top customer satisfaction tools, you can use Lumoa to effortlessly manage online reputation 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

Pricing

It offers multiple plans.

• The simple plan costs €549/month.

• Professional plan costs €1099/month.

• Custom plan is a personalized plan, the 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 designed specifically for MSPs and helps you receive instant feedback, optimize your service, and improve your customer experience. It allows you 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 and negative feedback management

• Robust analytics and reporting

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. It also offers user guides, training, 24/7 assistance, and much more to help you keep the survey data flowing.

With this customer satisfaction survey software, you can share survey responses, 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 and branching

• Question library

• 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, the 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 satisfaction survey tool that businesses use to uncover customer emotions and find the reasons behind them in order for business leaders to get a better understanding of customer feedback.

Feedbackly specializes in measuring EVI (Emotional Value Index) which is a standardized way of measuring emotional experience in a commercial environment. The customer satisfaction software also has its own marketing and sales platform that helps 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 actionable 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, the 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

13. ProProfs Survey Maker

ProProfs Survey Maker is a versatile customer satisfaction survey tool that offers an easy-to-use interface with customizable templates and a vast library of questions. The tool also offers advanced features like skip logic branching, multilingual support, file upload, and survey re-invites/reminders to enhance the survey-taking experience.

The tool provides real-time reporting, data export, and visualization options. It also offers features like survey scheduling, data segregation, automatic follow-up, and white-labeling/customization options to tailor surveys to match a brand's identity.

Top Features

• Ready-to-use templates
• Customizable surveys
• Skip logic branching
• Multiple sharing options
• Multilingual support
• File upload capability
• Survey re-invites/reminders
• Powerful reporting/analytics

Pricing

• Free Plan: Free unlimited surveys with up to 100 responses per survey.
• Essentials Plan: Priced at $19 per month (billed annually).
• Business Plan: Priced at $69 per month (billed annually).
• Premium Plan: Customizable plan with additional features and services tailored to enterprise-level needs.

Score On

• G2: 4.3/5
• Capterra: 4.8/5
• GetApp: 4.8/5

What to Look for in a Customer Satisfaction Tool?

Choosing customer satisfaction software 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 key features to fulfill those needs.

Here are some features that you should look for in customer satisfaction software.

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 determine how good your survey response rate is. Therefore, it's important to pick the customer survey software tool that allows you to create and customize surveys with an easy-to-use survey builder. 

Things you can consider while looking at survey builders include: 

• Can you add your logo, background, and colors?

• Are ready-to-use survey templates available?

• Does it offer the question types you need?

• Can you easily measure NPS, CES, and CSAT?

• Can you create surveys in multiple languages?

• Does it support interactive surveys?

2. Survey Distribution Channels 

Choose a customer satisfaction tool that matches your customers' preferred communication channels.

• For in-person businesses, look for Offline Surveys, Kiosk Survey Apps, and QR Codes.

• Online businesses benefit from eCommerce, website surveys, and in-product surveys.

• For in-app feedback, ensure mobile SDKs are available.

• Email and SMS surveys work well for remote feedback, including deliveries and check-ins.

Consider tools with in-signature and embedded email surveys. If you're uncertain or anticipate the customer base expanding, opt for a tool with multichannel survey distribution.

3. Real-time Reporting & Analytics 

Real-time feedback reporting and analytics provide instant actionable insights into customer sentiments and the overall customer experience. A good tool offers various report types:

• Real-time reports offer immediate feedback interpretation.

• Filters allow you to refine data by date, questions, locations, and more.

• Trends reports track market trends over time.

• Word/Text analysis reports visually analyze open-ended feedback.

With effective survey tools, you also get the ability to save and schedule the reports you wish to receive and store them as data like daily, weekly, monthly, or annual reports.

4. Closing the Feedback Loop

Collecting feedback from unhappy customers is just the beginning. It's essential to have a plan for addressing it. When choosing a customer satisfaction tool, ensure it can:

• Add team members.

• Set notifications for at-risk or negative feedback.

• Categorize feedback and run automation.

• Create tasks for team members.

• 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 customers' experience, and prevent customer churn.

5. Integration with Other Tools

For a holistic customer view, integrate your customer satisfaction platform with other software like CRM, customer service, and marketing tools. This enables insights for your company's success and sales teams and automates surveys based on touchpoints and workflows. Choose a tool that seamlessly integrates with your existing software stack.

Conclusion

Now that you have learned about the best customer satisfaction tools along with their unique features and pricing plans, it is essential to finalize the one that suits your business needs. A recommended way is to experiment with their free or trial versions, thoroughly evaluating both pricing and features across different platforms.

In case you remain uncertain about the most suitable CSAT software for your business, consider trying out Zonka Feedback. In addition to enhancing your business processes, this platform can help you make your customers happy, elevate customer service relationships, minimize churn rate, and contribute to revenue growth.

Try Zonka Feedback for the 7-day free trial and get started today!