Nicereply has long been a reliable choice for customer support and CX teams that want a simple way to measure CSAT, CES, and NPS—especially within helpdesk-driven workflows. It’s widely used for tracking agent performance, capturing post-ticket feedback, and monitoring service quality across support channels like Zendesk and Freshdesk. For teams focused primarily on support satisfaction, that simplicity has been a strength.

However, as customer experience programs mature, many organizations find that traditional, support-centric survey tools are no longer enough. Modern CX teams need to collect feedback across the entire customer journey—not just after support interactions—while also analyzing large volumes of qualitative responses in real time. Limitations around omnichannel feedback, advanced automation, AI-powered insights, and flexibility in reporting often become apparent as teams scale.

That’s why many businesses are now evaluating Nicereply alternatives that go beyond basic surveys. Today’s leading platforms combine AI-driven text analytics, sentiment detection, workflow automation, and unified feedback intelligence to help teams understand not just what customers are saying, but why—and what actions will drive the biggest impact.

In this updated 2026 guide, we’ve analyzed the most credible Nicereply competitors based on analytics depth, AI capabilities, automation, integrations, pricing flexibility, and real-world CX use cases—so you can confidently choose a tool that grows with your customer experience strategy. Let's get started!

TL;DR

• Nicereply is a reliable tool for post-support CSAT and NPS surveys, but many teams outgrow it as they need deeper analytics, AI-driven insights, omnichannel feedback collection, and stronger automation beyond basic support metrics.
• We evaluated the best Nicereply alternatives based on criteria such as AI-powered text analytics, actionable CX insights, omnichannel survey distribution, workflow automation, scalability, and suitability for modern support and CX teams.
• Based on our 2026 analysis, the top Nicereply competitors include Zonka Feedback, AskNicely, Delighted, Survicate, SurveyMonkey, GetFeedback, Userback, Jotform, and SurveySparrow, each excelling in different CX and support use cases.
• Zonka Feedback stands out as the most comprehensive Nicereply alternative with its AI Feedback Intelligence platform—offering real-time sentiment and theme detection, impact analysis on CSAT/NPS, omnichannel feedback, and closed-loop automation that turns support feedback into measurable CX improvements. Schedule a demo to explore about it.

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Top 9 Nicereply Alternatives Compared 

What are the Best Nicereply Alternatives and Competitors in 2026?

Some of the best Nicereply alternatives in 2026 include Zonka Feedback, Survicate, Delighted, Qualtrics, GetFeedback, and Medallia. These platforms go beyond helpdesk CSAT by offering omnichannel feedback collection, AI-powered text analytics, workflow automation, and deeper CX reporting—making them better suited for scalable, modern customer experience programs across support, product, and operations teams. Let us now look at each of them and other Nicereply alternatives in detail. 

1. Zonka Feedback: Best All-in-One AI-Powered CX Platform for Mid-Market Businesses

• Best for: Mid-market and enterprise CX teams that need more than post-support CSAT—including omnichannel feedback, AI-driven analysis, and closed-loop automation.
• Use case: CSAT, CES, and NPS surveys across support, product, and operations; AI-powered sentiment and theme analysis; multi-location performance tracking; churn prediction; workflow automation and case management.
• G2 Rating: 4.6/5

What Makes Zonka Feedback the Best Nicereply Alternative in 2026?

If Nicereply helps teams collect post-support feedback, Zonka Feedback takes it several steps further — transforming feedback into real-time, AI-powered insights that drive measurable action. Unlike Nicereply’s basic CSAT and NPS tracking, Zonka Feedback’s AI Feedback Intelligence goes beyond ratings to uncover why customers feel the way they do. Its AI engine automatically identifies themes, detects sentiment and emotion, and pinpoints the exact areas—agents, products, or processes—impacting customer experience.

The platform’s omnichannel flexibility allows you to collect feedback through email, SMS, WhatsApp, web, or in-app, and instantly analyze it in a unified dashboard. You can compare team performance across locations, spot recurring issues, and even quantify how each theme affects NPS or CSAT.

What makes Zonka Feedback stand out as the top Nicereply alternative is its actionability. With role-based dashboards for CX leaders, support heads, and executives, it ensures every team can turn insights into improvement. From detecting customer pain points to predicting churn, Zonka Feedback gives businesses a complete view of customer sentiment—something Nicereply’s manual reports and static dashboards can’t match.

AI Features in Zonka Feedback

• Thematic Analysis: Auto-discover themes and trends in feedback
• Entity & Aspect Detection: Recognize product features, policies, agents, etc. in feedback.
• Sentiment & Emotion Analysis: Sentence-level polarity and emotional intensity, with urgencies detected.
• Sentiment & Emotion Analysis: Sentence-level polarity and emotional intensity, with urgencies detected
• AI Impact Analysis: Quantify how themes/entities drive NPS, CSAT
• Ask AI (Natural-language Q&A / Co-Pilot): Ask questions like “What’s driving churn in EMEA?” and get insights + verbatims
• Role-Based Dashboards: Curated views for leadership, product, CX, support with drill-downs

Zonka Feedback Features

• Gain amazing insights with Zonka Feedback’s Real-time survey reports

• Get analysis and comparison of team member performance on each question and metrics

• Effortlessly measure feedback from employees or teammates

• Measure CSAT, CES, and NPS with real-time feedback, and in-depth insights

• Create surveys for all touchpoints with online survey software

• Set up feedback channels for everyone - in-office on tablets, through email surveys and SMS surveys, and WhatsApp surveys

• Measure employee satisfaction and loyalty

• Get notified for miffed employees and identify recurring issues

• View employee feedback trends

• Compare teams' performance at various locations

• Measure metrics like Employee Satisfaction and Employee Net Promoter Score (eNPS)

Price

Zonka Feedback offers free trial of paid features on request. There is a custom paid plan based on business requirement that offers features like Customer experience management and white-labeling, offline surveys, survey logic, location-based CX surveys, and more.

2. Userback: Best for Collecting In-App Product Feedback and Bug Reports

• Best for: Product and engineering teams collecting in-app feedback, bug reports, and feature requests tied directly to development workflows.
• Use case: Contextual in-product feedback, bug tracking with screenshots, AI-assisted feedback classification, routing feedback to Jira/GitHub, and closing the product feedback loop.
• G2 Rating: 4.7/5

What Makes UserBack a Strong Nicereply Alternative?

Nicereply focuses on collecting post-support CSAT and NPS scores, but it offers limited visibility into why users are frustrated. Userback fills this gap by capturing in-product, contextual feedback—including bug reports, screenshots, annotations, and feature requests—right at the moment users face issues.

Unlike Nicereply’s survey-led approach, Userback is built for product and engineering teams. Feedback is automatically categorized using AI and routed directly into tools like Jira or Linear, reducing manual triage and speeding up resolution. This makes Userback especially valuable for teams that want to move beyond satisfaction scores and focus on fixing problems faster and improving product experience.

AI Features in Userback

• AI-Assist in Feedback Widget: Auto classify feedback (bug/idea/general), suggest titles, detect sentiment, flag if user expects a response
• Feedback Automation: Use AI to route feedback, assign due dates, reopen tickets on follow-up
• Smart Categorization & Sorting: Incoming feedback is auto-tagged, organized, and triaged for teams

Userback Features

• Collect bug reports, feature requests, and general feedback, together

• Create and deliver feedback quickly without sacrificing any detail

• Keep users in the loop and build a more engaged product community

• Connect user insights with software teams throughout the software delivery lifecycle

• Create better an employee experience and speed internal collaboration

• Easily route information to the right team

Pricing: The startup plan starts at $59/month, billed annually.

3. SurveyMonkey: Best for Quick, Scalable Survey Creation and Analysis

• Best for: Teams that want quick, scalable surveys with reliable analytics for customer satisfaction and internal feedback programs.
• Use case: CSAT and NPS surveys, agent performance benchmarking, employee engagement surveys, basic text analysis, and cross-location comparisons.
• G2 Rating: 4.4/5

What Makes SurveyMonkey a Good Alternative to Nicereply?

Nicereply is primarily built for collecting post-support CSAT and NPS feedback, but it offers limited flexibility beyond support-focused surveys. SurveyMonkey is a strong Nicereply alternative for teams that need broader survey coverage, faster deployment, and scalable analysis across multiple use cases.

Unlike Nicereply, SurveyMonkey supports a wide range of survey types—customer satisfaction, employee engagement, product feedback, and market research—making it ideal for organizations that want one platform for multiple feedback programs. Its AI-powered survey builder and automated text analysis help teams quickly interpret open-ended responses and surface recurring themes without manual effort.

For businesses that value speed, simplicity, and flexibility, SurveyMonkey provides a more versatile way to collect and analyze feedback at scale—especially when CX extends beyond customer support interactions.

AI Features in SurveyMonkey

• AI Survey Builder: Generate survey questions from a prompt
• AI Analysis Suite: Type questions (e.g. “What’s the main issue?”) to get charts + summaries
• Automated Theme Extraction: Detect themes in open-text responses
• Sentiment Classification: Identify tone of replies and flag negative feedback

SurveyMonkey Features

• Easily interpret your survey results

• Assess agent performance metrics accurately

• Identify best practices in your industry

• Keep tabs on your competition

• Set strategic goals for your organization

• Collect information and feedback from almost anywhere

Pricing: The starter plan starts at $55/month, billed annually for a minimum of three users.

4. GetFeedback: Best for Automated Customer Experience Workflows

• Best for: CX and support teams running Salesforce-centric customer experience workflows with real-time alerts and escalations.
• Use case: Automated post-interaction surveys, CSAT and NPS tracking, Slack/Jira/Salesforce-triggered workflows, and real-time action on negative feedback.
• G2 Rating: 4.5/5

What Makes GetFeedback a Good Alternative to AskNicely?

GetFeedback is a customer experience software platform for teams that want surveys and feedback forms tied to real CX workflows—especially when feedback needs to drive action inside Salesforce. Compared to Nicereply’s lighter reporting approach, GetFeedback is built for automation and enterprise routing—so negative feedback can trigger alerts, escalations, and follow-ups across teams. If your program depends on closing the loop through CRM-driven workflows, GetFeedback’s Salesforce CX program makes it a more scalable option than support-only survey tools.

AI Features in GetFeedback

• AI-Driven Text Analysis: Interpret free-text feedback across channels
• Smart Alerts & Escalations: Trigger workflows on negative sentiment or urgent feedback
• Unified Feedback Intelligence: Combine survey, chat, email feedback into AI-driven insight

GetFeedback Features

• Improve employee retention by taking the right actions

• Create custom notifications for your team to act on feedback based on customer attributes, sentiment

• Set up workflows and alerts based on role, so the right individuals in the organization can quickly take action

• Quickly notify product, web, or other teams about issues in real-time

• Ensure the right teams take action on time

• Socialize insights and drive internal collaboration with custom dashboards

Pricing: You need to first sign in, and then connect with the sales team to learn about pricing plans.

5. Jotform: Best for Team Collaboration and Customizable Form Building

• Best for: Teams that need collaborative form and survey creation across departments with flexible permissions.
• Use case: Internal and external feedback forms, customer surveys, data collection workflows, shared workspaces, and lightweight analytics without heavy CX tooling.
• G2 Rating: 4.7/5

What Makes Jotform One of the Best Nicereply Alternatives?

Nicereply is purpose-built for post-support CSAT and NPS, but Jotform is a stronger alternative when you need highly customizable forms + team workflows beyond support surveys. It’s ideal for teams that want to collect feedback (or internal QA inputs) through flexible form experiences, route submissions to the right owners, and collaborate in shared workspaces.

Compared to Nicereply’s fixed CX-survey approach, Jotform stands out with workspace-based collaboration, role/permission controls, and the ability to build everything from support feedback forms to operational checklists and intake workflows. If your feedback program spans multiple departments—and you want forms that plug into broader processes—Jotform is a more versatile choice.

AI Features in Jotform

• AI Form Suggestions: Suggest questions based on topic context
• Smart Field Logic: Auto-skip logic or conditional branching recommendations
• Text Analytics (beta): Basic sentiment or keyword summary of open responses

Jotform Features

• Create shared workspaces for teams within your organization

• Set different roles and permissions to stay in control of your data

• All team assets in one place to give access and edit

• Assets added to shared workspaces are owned by the entire team

• Customize permission settings for each user

Pricing: The essential plan price starts at $34/month; however, you can even start with a free plan.

6. Survicate: Best for Targeted Customer Feedback Across Channels

• Best for: Product, growth, and CX teams running targeted, in-app and web-based feedback programs.
• Use case: Microsurveys, agent performance surveys, website and in-app feedback, sentiment tracking, and trend monitoring across touchpoints.
• G2 Rating: 4.6/5

What Makes Survicate One of the Best Nicereply Alternatives?

Survicate is a popular customer experience platform that plays a great role for businesses to increase customer satisfaction, win clients’ hearts, and get brands recognized within the industry. While Nicereply focuses on support feedback, Survicate gives you targeted feedback collection across multiple touchpoints—not just after a ticket closes. Survicate helps teams run NPS/CSAT/CES and microsurveys via email, web, in-app, and links, making it a stronger alternative when feedback needs to be captured throughout the customer journey.

Where Survicate stands out versus Nicereply is targeting + segmentation—you can trigger surveys based on user behavior, pages visited, or lifecycle stage. For CX and product teams that want continuous feedback (not only support QA), Survicate gives more flexibility without the heavy enterprise overhead.

AI Features in Survicate

• Sentiment Scoring: Automatically detect positive, negative, neutral tone
• Theme / Tag Suggestions: Auto-suggest tags or themes for open responses
• Trend Alerts: Notify when sentiment or theme volumes shift

Survicate Features

• Evaluating the effectiveness of service agents

• Communicate with your brand through your customer service representatives or agents

• Constantly evaluate the performance of your service agents

• Uncover your customers’ pain points via surveys and use these insights to train your agents

• Share Survicate customer service agent surveys using your favorite customer service software

• Add agent-specific parameters to the survey link to gather feedback on the agent's performance

Pricing: The starter plan starts at $53/month, billed annually.

7. AskNicely: Best for Frontline Team Motivation and Real-Time NPS Insights

• Best for: Frontline-heavy organizations focused on real-time NPS and team motivation.
• Use case: NPS-driven feedback for frontline staff, daily performance visibility, employee recognition workflows, and location-based CX tracking.
• G2 Rating: 4.7/5

What Makes AskNicely a Strong Nicereply Alternative?

Nicereply is focused on capturing service ratings; AskNicely goes further by operationalizing feedback for frontline performance and coaching—especially in multi-location or service-driven businesses. It’s designed to help teams take daily action, recognize top performers, and improve service behavior using real-time customer feedback. It helps you quickly send a message, and set personal goals for frontline employees based on customer satisfaction ratings whether it be through NPS surveys or CSAT surveys.

Where AskNicely typically beats Nicereply is its emphasis on team execution and accountability—turning NPS into habits, follow-ups, and performance improvement loops. If your goal is not just measuring CSAT, but driving consistent frontline service improvement across locations, AskNicely is often the stronger fit.

AI Features in Asknicely

• Dynamic Surveys (NiceAI): Surveys adapt in real time using respondent context (history, attributes)
• Generative Questioning: Follow-up questions tailored to prior responses
• AI Summaries & Moderation: Generate key takeaways and moderate negative language (from their AWS partnership

AskNicely Features

• Connect your frontline to the bottom line

• Help your managers to quickly see who needs support, who needs recognition

• Understand what separates your best performers from the rest

• See at a glance how every location is performing

• Quickly see who needs support and who deserves a shoutout

• Build better connections with your team

Pricing: You may either book a demo or request an estimate to learn about pricing plans.

8. Delighted: Best for Simple, Omnichannel Customer Feedback Collection

• Best for: Teams that want simple, fast CSAT, CES, and NPS surveys with minimal setup.
• Use case: Post-support surveys, omnichannel CSAT collection, basic sentiment analysis, QA leaderboards, and quick pulse checks.
• G2 Rating: 4.7/5

What Makes Delighted One of the Best Nicereply Alternatives?

Delighted is a notable alternative tool to Nicereply, offering users the means to create a great work environment and boost productivity while enhancing the entire customer journey and service experience. This Nicereply alternative empowers the customer service team with top tools and a robust customer service survey solution to track teams' performances.

Nicereply is mainly focused on post-support CSAT tracking, while Delighted is a better fit for teams that want simple, fast, and omnichannel customer feedback across the entire customer lifecycle. Delighted makes it easy to launch NPS, CSAT, CES, and PMF surveys in minutes—without complex setup or heavy configuration.

What makes Delighted stand out as a Nicereply alternative is its ease of use combined with broader survey coverage. It supports email, SMS, in-app, web, and link-based surveys, helping teams capture feedback beyond support tickets. Its built-in sentiment analysis, theme grouping, and real-time alerts allow teams to quickly identify unhappy customers and take action—without needing advanced CX expertise.

AI Features in Delighted

• AI Sentiment & Emotion scoring for feedback comments
• Theme Extraction: Automatic grouping of recurring topics
• Alerting: Trigger notifications when key sentiment or topic thresholds are crossed

Delighted Features

• Quickly raise the bar for exceptional customer service standards

• Empower your support teams with a robust customer service survey solution

• Capture real-time CSAT and CES feedback anywhere with omnichannel post-support assistance

• Support quick and effective QA with powerful leaderboards and reactive dashboards

• Track customer satisfaction after a support interaction and collaborate with teams

Pricing: The initial plan starts at $17/month, billed annually. However, you can also start with a free plan.

9. SurveySparrow: Best for Conversational Surveys and Support Workflows

• Best for: Support and CX teams that prefer conversational surveys combined with ticketing workflows.
• Use case: Chat-style CSAT and NPS surveys, ticket-based feedback handling, AI-driven text analytics, shared inbox management, and support workflow optimization.
• G2 Rating: 4.4/5

What Makes SurveySparrow One of the Best Nicereply Alternatives?

Nicereply is built mainly for post-support surveys, while SurveySparrow is often chosen when teams want more engaging survey experiences and stronger workflows for handling responses. It combines conversational surveys with automation and support-style workflows, which makes it useful for teams that want feedback to turn into trackable actions.

Compared to Nicereply’s simpler survey model, SurveySparrow stands out with conversational design, flexible distribution, and ticket-style handling of responses—helping teams manage feedback and follow-ups in a more structured way. If you want better engagement plus workflow structure, SurveySparrow can be a more modern alternative.

AI Features in SurveySparrow

• AI Survey Builder (AI Wings): Create full surveys from prompts, build workflows
• CogniVue (Text Analytics): Turn open-text feedback into themes, sentiment drivers, and actionable insight
• Generative & Contextual Insights: Use advanced AI to suggest improvements, detect root drivers

SurveySparrow Features

• Turn voices into actionable solutions

• Empower your customers with streamlined support

• Channel responses into tickets, ensuring prompt resolution

• Streamline teamwork, assign experts, and accelerate feedback closure

• Enable your experts to focus on customers and offer seamless support

• Shared inbox for all communications

• Streamline support across the globe

• All-in-one ticketing dashboard

Pricing: You can enter your personal details to learn about the pricing plan.

Wrapping Up

Now that you have a clear idea about the top Nicereply alternatives, you can choose the one that best suits your business in terms of quality of customer service, team performance, employee engagement, and customer experience.

Each of these alternatives highlighted in this piece has its own strength and unique key features. As we conclude this article, we hope that it has provided you with ample information to select the Nicereply alternatives that best align with the specific requirements of your business.

If you are still not sure which platform to choose, you can schedule a demo with Zonka Feedback. Discover how our cost-effective solution can help you gather meaningful feedback, analyze insightful reports, take actionable steps, and enhance your customer satisfaction strategies today!