9 Best Voice of Customer (VoC) Tools in 2025: Reviews, Pricing, Comparison

Understanding what customers truly think has never been more critical, yet most businesses still struggle with fragmented feedback spread across surveys, emails, support tickets, social media, and frontline interactions. 

And after evaluating VoC programs across retail, healthcare, hospitality, finance, D2C brands, and service organizations, one truth consistently stands out:

Your customer experience is only as strong as the Voice of Customer tool you use to capture, analyze, and act on feedback.

Over the years, I’ve worked with teams implementing VoC systems at different levels of CX maturity—from first-time adopters collecting basic CSAT to large enterprises unifying multi-channel feedback across millions of customer touchpoints. Some platforms delivered rich, real-time insights that transformed their CX strategy. Others created data silos, overcomplicated workflows, or failed to capture enough meaningful feedback to drive decisions.

Industry research backs this up: companies with structured VoC programs outperform competitors in retention, loyalty, and experience quality yet most organizations still rely on disconnected feedback tools that miss critical customer signals. That gap is exactly why this article exists.

In this article, I’ve curated the 9 best Voice of Customer (VoC) tools for 2025, evaluated on real-world criteria like feedback coverage, analytics depth, integrations, usability, scalability, and how effectively they help teams close the loop. Whether you’re a growing business or an enterprise aiming to build a unified customer listening program, this list will show you what each tool does best, who it’s ideal for, and how it fits into a modern CX strategy.

Let’s get into the top VoC tools that can help you genuinely hear your customers and act on what matters.

TL;DR

• Voice of Customer software helps businesses capture and analyze customer feedback from various channels, enabling enterprises to enhance customer satisfaction, drive loyalty, make informed decisions, and achieve higher profitability through actionable insights.

• Our top VoC tools for 2025 includes Zonka Feedback (Overall Best), Medallia (Enterprise), CustomerGauge (B2B Account Feedback Programs), and AskNicely (Best for SMBs & Frontline Teams).

• We evaluated each VoC platform using a 5-criteria scoring rubric that considers Analytics & Insights (AI sentiment, reporting depth), Integrations (CRM, helpdesk, BI, omnichannel), Customization (survey logic and workflows), Ease of Use (UI and setup), and Pricing & Value (feature-to-cost efficiency).
  

• At Zonka Feedback, we’ve helped global enterprises actively listen to their customers and enhance their experiences through our comprehensive VoC and feedback management platform. Want to see how Zonka Feedback can work for your business? Schedule a demo with our experts 

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Comparison Table for Best Voice of Customer (VoC) Platforms in 2025 

Jump to the best Voice of Customer Tools directly here.

What are Voice of Customer Tools?

Voice of Customer (VoC) tools are powerful resources that enable enterprises to capture and analyze customer feedback from diverse demographics and geographical areas to enhance their overall customer experience. These tools allow companies to engage with customers across various online channels like email, SMS, websites, and mobile apps, as well as offline touchpoints such as kiosk booths and tablets.

Enterprises can leverage different VoC methodologies to effectively listen to their customers, including:

• Surveys, customer feedback forms, and questionnaires
• Customer reviews and ratings
• Text and sentiment analysis
• Net Promoter Score
• Social media monitoring 
• Customer journey mapping
• Email surveys and feedback requests
• In-app feedback and ratings

At Zonka Feedback, we have multiple survey templates that can help you get started with listening to the voice of your customer based on a specific use case, industry, or customer engagement metric you want to measure. 

To get started, you can view and customize this voice of customer survey template. 

Why Use Voice of Customer Software?

In an increasingly competitive market, enterprises must go beyond merely providing products or services; they need to deliver exceptional customer experiences. Voice of customer companies leverage specialized tools to collect and analyze customer feedback, enabling data-driven improvements in customer satisfaction and retention.

Using Voice of Customer (VoC) software offers unique and transformative benefits in measuring and enhancing their CX. Here’s why VoC software is essential:

• Pinpoint Weaknesses: Identify areas where customer experience needs improvement.

• Meet Customer Expectations: Understand what your customers truly want and expect.

• Drive Innovation: Discover new opportunities for product or service improvements.

• Boost Satisfaction and Loyalty: Turn dissatisfied customers into loyal advocates by acting on their feedback.

Businesses that actively listen to and act on customer feedback can experience substantial benefits, such as increased customer loyalty, positive brand reputation, and revenue growth.

A prime example is Starbucks.

The company implemented the "My Starbucks Idea" platform, allowing customers to share suggestions and feedback. Many of these customer-driven ideas, like free Wi-Fi and mobile payment options, were implemented, contributing to Starbucks' growth and customer satisfaction.

Benefits of the Voice of Customer Tools for Your Business

Voice of Customer (VoC) tools provide businesses with the ability to gather customer feedback from multiple channels, analyze customer sentiment, and turn insights into actionable improvements. These tools help businesses enhance customer satisfaction, drive customer loyalty, and create data-driven strategies to improve the overall customer experience. Here's how VoC software helps your organization:

1. Create a Predictive Customer Experience Strategy

Advanced analytics and machine learning in VoC software predict future customer behaviors, enabling proactive design of customer experiences to anticipate needs and address issues before they arise, ensuring a seamless journey.

2. Get a Unified and In-Depth View of Customer Insights

VoC tools provide a comprehensive, unified view of customer feedback, consolidating data from various touchpoints into a single platform, and turning fragmented feedback into strategic assets. 

3. Reduce Churn & Improve Retention

Acting on customer feedback promptly boosts satisfaction and loyalty, reducing churn rates and improving retention, as customers feel valued and heard. Businesses using voice of customer tools show significant improvements in these areas.

4. Real-time Alerts & Reports for Continuous Improvement

VoC software enables continuous improvement through real-time analytics and alerts, helping enterprises address issues early, mitigate risks, and maintain customer satisfaction and loyalty. Detailed insights into customer needs drive customer-centric innovation for successful product development.

5. Data-Driven Approach for Informed Decision Making

VoC tools enable data-driven decisions by analyzing customer feedback, ensuring strategies align with customer desires and market demands.

6. Closing the Feedback Loop for Customer Delight

Voice of the customer software ensures customer feedback is collected, acted upon, and communicated back to customers, enhancing satisfaction, and loyalty, and driving positive referrals, thus, closing the feedback loop.

What are the Best Voice of Customer (VoC) Software in 2025?

Let us look at the best voice of customer tools that are most chosen by organizations in 2025:

1. Zonka Feedback: Best for AI-Driven, 360° Multi-Channel VoC Programs

Zonka Feedback is one of the best choices for Voice of Customer tools as it unifies feedback from every channel and applies advanced AI—sentiment analysis, thematic clustering, text intelligence, and automated summaries—to turn scattered customer comments into clear, prioritized CX insights teams can act on immediately.

• Best for: Organizations across industries (retail, healthcare, SaaS, hospitality, financial services, education, B2B, and multi-location brands) that need a centralized, AI-driven VoC system with multi-channel listening, cross-functional dashboards, and fast, actionable insight generation.
• Use Case: End-to-end VoC programs, multi-channel CSAT/NPS/CES collection, post-transaction and post-support feedback, journey-level listening, AI-driven sentiment and theme detection, operational issue discovery, churn-risk identification, closed-loop CX workflows, and leadership reporting.
• G2 Rating: 4.6/5 (out of 79 reviews)

What Makes Zonka Feedback One of the Best VoC Software in 2025?

Zonka Feedback is a comprehensive Voice of Customer (VoC) software designed to elevate customer experience management for businesses of all sizes and industries. This powerful VoC platform allows organizations to capture feedback at key touchpoints and empowers teams to listen and act on customer voices effectively.

With its AI-driven VoC tools, Zonka Feedback excels at gathering and analyzing feedback through multiple channels, including web, in-app, email, SMS, and offline methods. The recent release of Zonka Feedback 3.0 introduced advanced AI capabilities, offering deeper insights into customer emotions and automating CX workflows for smarter, faster decision-making.

Brands like PSIPL, Damas, and Simpl use Zonka Feedback’s voice of customer system to streamline their VoC programs, enhancing customer satisfaction and loyalty through actionable insights.

Key Features of Zonka Feedback

• AI Survey Creator: Easy-to-use, no-code, AI-powered survey builder + more than 100 survey templates.
• Multi-Channel Feedback Collection: Listen to the voice of the customer through diverse channels, such as website, in-app, email, SMS, QR codes, links, offline, and kiosks.
• CX Metrics and Sentiment Analysis: Track key metrics like CSAT, NPS, and CES, alongside AI-driven sentiment analysis to understand customer emotions and intentions.
• No-Code Mobile Form Platform: Create offline and field surveys with real-time data sync without needing any coding skills.
• Intelligent Workflows: Automate feedback collection, set up real-time alerts, notifications, and auto-responders.
• Unified Response Inbox: Manage feedback through a comprehensive inbox and collaborative action center.
• Advanced Voice of Customer Analytics: Access in-depth survey insights, data trends, page and content reports, and location-based analysis.
• Secure Access Control: Utilize Single Sign-On (SSO) and detailed roles and permissions management.
• Seamless Integrations: Sync data with customer relationship management tools like Salesforce survey tools, helpdesk, marketing platforms, webhooks, APIs, and more with one-touch integration.
• Feedback Loop Closure: Effectively close the feedback loop via feedback routing, automatic follow-ups, etc., to improve CX.
• G2 Rating: 4.6

2. AskNicely: Best VoC Tool for NPS-Led Frontline & Service Teams

AskNicely is one of the best choices for frontline-focused VoC programs as it turns customer feedback—primarily NPS and CSAT—into daily coaching, performance insights, and simple action loops that motivate service teams and improve on-the-ground experience quality.

• Best for: SMBs, franchise networks, multi-location businesses, home services, fitness, hospitality, retail, and any service-driven team that needs daily customer feedback to motivate staff, improve frontline performance, and deliver consistently great experiences.
• Use Case: NPS- and CSAT-driven VoC programs, frontline performance coaching, daily feedback loops, service quality improvement, post-visit or post-job surveys, customer follow-up workflows, and simple experience scorecards for teams and managers.
• G2 Rating: 4.7/5 (based on 1000+ reviews)

What Makes AskNicely a Top Choice for VoC Tool in 2025?

AskNicely is a dynamic Voice of Customer software designed to elevate CX by leveraging real-time feedback. This platform specializes in capturing customer sentiments through NPS surveys, helping businesses understand and enhance their customer relationships.

Featuring a 'leaderboard,' it provides insights into customer interactions and team performance. This helps in assessing employee engagement performance in delivering memorable customer experiences. The tool's insights can be used to coach the frontline team for improved customer service interactions and customer effort score.

Key Features of AskNicely

• Streamlined CX Data Collection: Gather customer experience data effortlessly across all channels.
• Multi-Channel Feedback Collection: Capture feedback through email, SMS, web/mobile embedded surveys, and in-store kiosks.
• Real-Time Dashboards: Access centralized dashboards with real-time trends and insights.
• Performance Tracking: Track location and team performance to maintain consistent service quality.
• Enhanced Customer Insights: Gain deep insights into customer emotions, intent, and behavior.
• Sentiment & Text Analysis: Analyze feedback text to understand customer sentiment.
• Data Segmentation: Segment feedback data for targeted analysis and insights.
• Scorecard Tracking: Create and monitor scorecards for frontline teams to improve performance
• G2 Rating: 4.7 

3. InMoment: Best Enterprise VoC Platform for Deep CX & Experience Intelligence

InMoment is one of the best choices for enterprise-level VoC programs as it delivers deep experience intelligence—combining advanced text analytics, predictive modeling, and multi-source data ingestion to help large organizations diagnose complex customer issues across every touchpoint.

• Best for: Large enterprises, multi-department CX teams, contact centers, financial institutions, telecom, healthcare networks, and global brands that need high-volume analysis, multi-journey visibility, and sophisticated insights at scale.
• Use Case: Enterprise VoC strategy, predictive churn modeling, text and sentiment analytics, speech and contact center intelligence, operational CX insights, multi-channel journey analytics (digital + in-location), and centralized enterprise reporting across departments and regions.
• G2 Rating: 4.7/5 (based on 319+ reviews)

What Makes InMoment a Top Choice for Voice of Customer Software?

InMoment, an enterprise survey software, provides a sophisticated blend of advanced analytics and intuitive usability, making it an indispensable asset for organizations looking for experience improvement.

Excelling as a Voice of Customer (VoC) software, InMoment captures and analyzes feedback from surveys, social media, and direct interactions. This customer experience software platform offers real-time data processing, sentiment analysis, and AI-driven recommendations, enabling swift trend identification and proactive customer issue resolution. By leveraging InMoment, businesses can foster stronger customer relationships and achieve consistent service excellence.

Key Features of InMoment

• Unified Data Collection: Listen to customers across channels like email, SMS, social media, web, mobile apps, and in-store and get unified data into one platform.
• Real-Time Text and Speech Analytics: Use AI to analyze text and voice feedback, capturing nuanced customer emotions and sentiments.
• Predictive Analytics: Use machine learning to predict customer behaviors and outcomes from feedback data.
• Experience Improvement Score (EIS): This VoC software also tracks the effectiveness of CX initiatives with a proprietary improvement score.
• Journey Mapping and Touchpoint Analysis: Visualize and analyze the entire customer journey to identify key touchpoints and issues.
• Role-Based Dashboards: Provide customized insights and analytics tailored to different roles within the organization.
• G2 Rating: 4.9 

Zonka Feedback vs AskNicely vs InMoment: Which VoC Platform is Right for You?

Here’s how Zonka Feedback, AskNicely, and InMoment differ when it comes to real-world use cases and decision-making.

a. If You Need an AI Powered End-to-End, Multi-Channel VoC Platform → Choose Zonka Feedback

Zonka Feedback is built for teams that need a true, end-to-end Voice of Customer platform, not just a survey tool or a feedback collector. It unifies all customer touchpoints (web, in-app, email, SMS, kiosk, offline, support tickets, conversations) into one intelligent, insight-ready system.

What sets Zonka apart in this comparison is its AI Feedback Intelligence, which automatically converts raw feedback into structured, decision-ready insights. Its AI engine performs advanced sentiment analysis (with polarity + emotion detection), runs text analysis to identify customer intents, clusters feedback into themes & categories, highlights root causes of dissatisfaction, generates AI-powered summaries for leadership, prioritizes insights based on impact and flags at-risk customers using behavioral + textual signals. 

This makes Zonka Feedback not just a listening tool — but a real-time decision support system for CX, product, support, and operations teams. Add to that role-based dashboards, workflow automation, closed-loop alerts, and multi-team visibility, and you have a VoC engine that scales across the organization without becoming overwhelming.

Choose Zonka Feedback if:

• A 360° customer listening platform instead of a single-channel tool
• AI-powered insights that reduce analysis time and increase clarity
• Unified dashboards for CX, product, support, operations, and leadership
• Multi-channel feedback across physical + digital experiences
• Enterprise-level capability with a faster, smoother learning curve
• A VoC system that improves as your team matures, not one that stalls

b. If You Want Simple, NPS-driven Frontline Motivation → Choose AskNicely

AskNicely shines for businesses that rely heavily on frontline interactions—hospitality, home services, fitness centers, retail associates, field service teams, etc. It’s intentionally built around NPS and CSAT, not full VoC program management.

The platform helps frontline staff see how their service impacts customer experience in real time, and gamifies performance with daily scorecards, simple dashboards, automated recognition, frontline coaching tools. It’s less suited for multi-channel, enterprise-wide VoC efforts, but perfect for teams who want a lightweight, motivational, feedback-in-the-moment tool.

Choose AskNicely if:

• You primarily need NPS and CSAT
• Most insights you care about happen in frontline interactions
• You want a simple system that doesn’t require complex setup
• You run SMB or mid-market teams focused on service quality

c. If You Need Advanced Enterprise Analytics & Deep CX Intelligence → Choose InMoment

InMoment is an enterprise-grade Experience Intelligence (XI) platform designed for large organizations with massive data volumes, multiple departments, and highly complex customer journeys. Its biggest strength is the depth of its analytics ecosystem, including advanced text & sentiment analysis,  predictive modeling, contact center intelligence, voice & speech analytics, structured + unstructured data ingestion.

But with this depth comes operational load, it typically requires longer onboarding, larger CX teams, and enterprise-level budgets.

Choose InMoment if:

• You’re an enterprise with heavy data needs
• You need predictive modelling, speech analytics, or large-scale text mining
• Your CX program spans many channels, departments, and customer journeys
• You have the resources to manage a sophisticated VoC stack

4. Medallia: Best Voice of Customer Platform for Global Enterprise CX Programs

Medallia is one of the best choices for enterprise-wide VoC programs as it centralizes customer, employee, digital, and contact center feedback into a unified experience platform—using AI, journey analytics, and operational data to orchestrate large-scale CX improvements across global organizations.

• Best for: Large enterprises, multi-country brands, telecom, banking, hospitality, transportation, and retail giants that need governed VoC programs, multi-department alignment, and deep visibility across complex customer journeys.
• Use Case: Enterprise CX orchestration, multi-channel VoC listening (digital, mobile, in-location, call center), operational + experience data fusion, real-time service recovery, journey analytics, employee experience measurement, and organization-wide governance for CX programs.
• G2 Rating: 4.5/5 (based on 169 reviews)

What Makes Medallia a Top Choice for Voice of Customer Software?

Medallia is an enterprise feedback management solution with speech analytics that collects customer sentiments at scale from diverse channels including email, website, SMS, and phone. This voice of customer tool engages with customers through both solicited and unsolicited feedback, using advanced text analytics to derive insights in real-time.

Medallia's innovative Voice of the Customer (VoC) program is designed to bring the voice of every customer into your organization.  It achieves this by generating feedback, transforming that feedback into actionable insights, and making these insights accessible to everyone—from the C-suite to the frontline. This enables immediate action and continuous improvement in customer experience. By making customer feedback accessible and actionable, Medallia helps organizations enhance customer satisfaction, loyalty, and overall performance.

Key Features of Medallia

• Experience Signals Capture: Listen to customer voices wherever they matter, including direct and indirect feedback sources like chat logs, social reviews, operational data such as CRM, HRIS, POS, ERP data, and digital behavior observations.
• Personalized Surveys: Customizable surveys, questions, designs, translations, and distribution through multiple channels like email, SMS, and social media.
• Action-oriented analytics: AI and machine learning-powered approach that prioritizes actions and anticipates behaviors on a large scale
• Evolving Experience Programs: Create VoC programs with self-serving capabilities that deliver role-based reports and alerts, release management controls, and more. 
• Athena AI Integration: Utilizes unsupervised learning to enhance human workflows and augment decision-making processes.
• Unified Cross-Channel Data: Organizes data from social, operational, and direct feedback into one platform with robust APIs and integrations for accessible insights.
• G2 Rating: 4.5 

Medallia can be too complex for many smaller businesses. If you are looking for a simpler tool to capture the voice of the customer you are targeting, check out our list of top Medallia alternatives. 

5. Qualtrics: Best VoC Solution for Research-Grade Surveys & Advanced CX Insights

Qualtrics is one of the best choices for research-driven VoC programs as it combines enterprise-grade survey logic, multi-channel distribution, and advanced analytics to help organizations collect structured feedback at scale and uncover deep customer insights across journeys, products, and experiences.

• Best for: Large enterprises, academic institutions, government organizations, healthcare systems, and research-heavy teams that require complex survey design, cross-channel feedback programs, and highly customizable reporting frameworks.
• Use Case: Research-level VoC surveys, large-scale customer studies, digital experience feedback, employee + customer experience alignment, journey benchmarking, product research, advanced survey logic programs, and structured data analysis across multiple channels.
• G2 Rating: 4.4/5 (based on 2900+ reviews)

What Makes Qualtrics the Best Voice of Customer Software?

Qualtrics is a powerful voice of customer software that prioritizes understanding customer expectations, needs, and product improvement through natural language processing and provides transformational results. It facilitates survey distribution across various channels and offers insights into the voice of the customer, helping in identifying obstacles to delivering a great user experience.

The tool is designed to empower everyone within the team, from executives to frontiline workers, with key customer insights to make informed decisions. This VoC software also unlocks customer sentiments and emotions from operational and experience data. 

Key Features of Qualtrics

• Collect Feedback at Every Touchpoint: Gather feedback from customers across all touchpoints, including in-store, online, mobile apps, and social media. 
• Predictive Intelligence Engine: Identify trends and patterns in customer feedback, enabling businesses to anticipate customer needs and proactively address potential issues.
• Role-Based Dashboards: Customizable, role-based dashboards that provide relevant insights to different teams within the organization, ensuring that actionable customer data reaches the right stakeholders.
• Pre-Configured Reports: The VoC tool provides pre-configured reports that simplify the analysis process, allowing businesses to quickly generate and share customer insights with minimal effort.
• Closed Feedback Loop: Address customer feedback promptly and effectively. This VoC system tracks feedback, assigns tasks, and monitors resolutions to enhance satisfaction and loyalty.
• Text and Voice Analytics: Transcribe and analyze customer feedback from open-ended text responses and voice recordings, providing a comprehensive understanding of customer sentiments.
• G2 Rating: 4.4

Zonka Feedback vs Medallia vs Qualtrics: Which VoC Tool is Right for You?

Here’s how Zonka Feedback, Medallia, and Qualtrics differ when it comes to real-world use cases and decision-making.

a. If You Need a Flexible, AI-first VoC Platform that Matches Enterprise Capabilities without the Complexity  → Choose Zonka Feedback

Zonka Feedback stands out in this comparison because it delivers enterprise-grade VoC intelligence in a platform that teams can actually adopt quickly and scale easily — something that both Medallia and Qualtrics struggle with due to steep learning curves and heavy operational requirements.

Unlike traditional VoC systems that rely on manual data crunching, Zonka’s AI Feedback Intelligence suite does the heavy lifting automatically. It synthesizes customer feedback from every channel using multi-layer sentiment analysis (emotion + polarity), advanced text analytics (intent, topics, themes),  thematic clustering that evolves as feedback volume grows, automated insight summaries tailored for leadership, priority scoring highlighting what needs immediate action, role-based dashboards for every function, auto-alerts & recommendation engines for closing the loop.

Where Medallia and Qualtrics are often chosen for depth, Zonka Feedback matches that depth while adding speed, usability, and cross-functional alignment—making it powerful for enterprises while still accessible for mid-size organizations.

Choose Zonka Feedback if you want:

• An AI-driven VoC platform that simplifies insight discovery
• Multi-channel listening across all digital + physical touchpoints
• Enterprise-grade analytics without enterprise-level operational overhead
• Fast deployment across departments and locations
• Workflows and dashboards that adapt to teams, not the other way around
• Better ROI through a modern, flexible VoC architecture

In this comparison, Zonka Feedback becomes the best fit for organizations that want the intelligence of Medallia/Qualtrics but with greater agility, smoother onboarding, and far better value without sacrificing depth or sophistication.

b. If You Need an Enterprise-Grade Global CX Ecosystem → Choose Medallia

Medallia is the go-to solution for large enterprises, especially those operating across multiple countries, departments, and customer touchpoints. It excels at combining operational data (O-data) with experience data (X-data) to give leaders a high-level view of customer experience across massive ecosystems. Its strengths include enterprise workflow orchestration, sophisticated text analytics,  real-time operational feedback loops, industry-specific CX modules (retail, airline, hospitality, telecom), massive integration ecosystem.

But because of its complexity, Medallia requires multi-team coordination, longer implementation cycles, enterprise budgets, and dedicated CX operations teams.

Choose Medallia if:

• You’re a large enterprise with multi-department CX needs
• You need strong governance and advanced orchestration
• You need global rollouts across intricate customer journeys

If You Need Powerful Research-Grade Surveying + Scalable CX Insights → Choose Qualtrics

Qualtrics is the strongest choice if your VoC program involves research-heavy, multi-channel feedback, advanced survey logic, and deep reporting needs. It’s used widely in enterprises, universities, government, and large research teams.

Where Qualtrics stands out is its unmatched research depth, strong distribution options, enterprise workforce and customer experience modules along with robust dashboards and insights.

However, it can feel heavy for teams who want plug-and-play VoC without deep configuration.

Choose Qualtrics if:

• You need advanced research and enterprise-grade survey capabilities
• You run cross-functional VoC programs at scale
• Analytics depth and customization matter more than ease of use

6. SurveyMonkey: Best Entry-Level VoC Tool for Small & Mid-Sized Businesses

SurveyMonkey is one of the best choices for businesses starting their Voice of Customer journey, offering easy-to-build surveys, broad distribution channels, and basic analytics to gather feedback quickly and at scale.

• Best for: Small and mid-sized businesses, startups, and teams needing a simple, cost-effective VoC or feedback tool — including customer surveys, employee feedback, market research, and small-scale CSAT/NPS/CES collections.
• Use Case: Customer satisfaction surveys, post-purchase or post-service feedback, employee engagement surveys, market research questionnaires, event feedback, quick polls, or any scenario where you need to collect structured feedback fast without a complex setup.
• G2 Rating: 4.4/5 (based on 23,000+ verified reviews)

What Makes SurveyMonkey the Best VoC Tool in 2025?

SurveyMonkey's Voice of Customer (VoC) solution is designed to help businesses capture, understand, and act on customer feedback. This voice of customer software enables organizations to collect customer feedback, identify key areas for improvement, and enhance overall satisfaction. The platform supports real-time feedback collection and provides actionable data to improve customer experience and drive business growth.

Beyond customer feedback, it serves as a robust market research tool, supporting a wide range of surveys including market research surveys and event surveys. Its user-friendly interface and powerful analytics capabilities make SurveyMonkey an invaluable tool for capturing and understanding the voice of the customer, driving improvements in customer experience and satisfaction.

Key Features of SurveyMonkey

• Customizable Survey Templates: SurveyMonkey offers a wide range of pre-built templates that can be tailored to specific needs, allowing for quick survey creation.
• Multi-Channel Feedback Collection: The platform supports feedback collection via web, email, and mobile, ensuring you can reach your audience wherever they are.
• Real-Time Response Collection and Notifications: Receive instant notifications and monitor responses as they come in, enabling swift action on customer feedback.
• CRM Integration: Seamlessly integrates with popular CRM systems, enabling a holistic view of customer interactions and more effective follow-up actions.
• Automated Follow-Ups: Automate follow-up emails based on survey responses to maintain engagement and address customer concerns promptly.
• Mobile-Optimized Surveys: Ensures that surveys are easy to complete on any device, improving response rates.
• Multi-Language Support: Reach a global audience with surveys available in multiple languages.
• Data Security and Compliance: Complies with major privacy regulations, ensuring that customer data is handled securely.
• Rating: 4.4 

Finding SurveyMonkey's free plan too limiting? Check out SurveyMonkey alternatives with greater offerings to use as your voice of customer tool.  

7. Forsta: Best VoC Platform for Advanced Text, Emotion & Journey Analytics

Forsta is one of the best choices for research-heavy Voice of Customer and experience management programs, combining advanced survey capabilities, multi-channel feedback collection, and strong analytics to help enterprises understand customers, employees, and market audiences in one place.

• Best for: Enterprises, market research agencies, CX/EX teams, and regulated industries (like financial services and healthcare) that need flexible survey design, complex VoC programs, and consolidated experience data across customers, employees, and research panels.
• Use Case: Large-scale VoC and EX programs, longitudinal and tracker studies, multi-channel feedback (web, mobile, phone, in-person), advanced survey programming, text and sentiment analysis, and executive dashboards that bring together customer, employee, and market insights.
• G2 Rating: 4.2/5 (based on 331+ reviews)

What Makes Forsta the Best Voice of Customer Tool?

Forsta, previously known as Confirmit, is a comprehensive voice of customer platform that integrates advanced experience and research technology to help organizations understand their customers better as individuals and drive cultural change.It offers a 5-part VoC program that includes defining business needs, designing a VoC program that fits the needs, listening to the voice of customers, collecting feedback data through a multi-channel platform, and analyzing feedback to respond to customer queries and complaints. 

Forsta is designed to comprehend human intelligence, visualize the real impact of insights, and act swiftly to resolve customer issues. This makes Forsta an effective VoC tool for measuring various experiences, including customer experience, product experience, employee experience, local listings, and market experience.

Key Features of Forsta

• Collects Survey Data: Gather customer data and feedback online, over the phone, via intercepts, web, and paper.
• Intuitive Dashboard Designs: Provides user-friendly and visually appealing dashboards for easy data interpretation.
• Case Resolution Management: Simplifies the management of case resolutions.
• Action Workflows: Streamlines permissions and automates processes to enhance efficiency.
• Text Analytics and Emotion Detection: Leverages advanced text analytics, emotion detection, and voice sentiment analysis to understand customer sentiments deeply.
• Data Storytelling: Utilizes infographics and industry benchmarks for effective data storytelling.
• Automated Feedback Routing: Ensures instant and automated routing of feedback to the relevant teams for timely action.
• G2 Rating: 4.2 

8. CustomerGauge: Best B2B & CPG VoC Platform for Account-Based Revenue Growth

CustomerGauge is one of the best choices for B2B companies running account-based VoC programs, combining NPS®, account health scoring, and revenue-linked insights to help organizations reduce churn, expand accounts, and drive measurable growth from customer feedback.

• Best for: B2B organizations, SaaS companies, manufacturing, logistics, distributors, and account-heavy industries that need VoC programs tied directly to revenue, account health, and customer lifecycle management.
• Use Case: Account-based NPS, B2B customer health scoring, churn-risk identification, revenue retention analysis, account feedback loops, executive dashboards, and VoC programs that combine survey data with financial impact and expansion alerts.
• G2 Rating: 4.6/5 (based on 50 reviews)

What Makes CustomerGauge the Best VoC Tool in 2025?

Unleash the power of your B2B value chain with CustomerGauge, the pioneering VoC platform designed specifically for CPG success. Move beyond traditional methods and embrace a digital-first approach that captures customer feedback across multiple channels, including email, SMS, popups, call centers, and even WhatsApp. This always-on feedback loop delivers real-time customer insights, enabling you to identify opportunities and address concerns swiftly, fostering stronger customer relationships and driving growth.

Key Features of CustomerGauge

• Multi-Channel Feedback Collection: Capture feedback through various channels such as email, SMS, popups, call centers, and WhatsApp
• Automatic Customer Follow-Up Systems: Implement automated follow-up actions based on customer feedback, ensuring timely responses and enhancing customer satisfaction.
• Personalized Dashboards for Every Team: Provide each team with customized dashboards that display relevant data, making it easier to act on valuable insights and drive improvements.
• Internal & External CPG Benchmarking: Benchmark your performance against internal goals and industry standards, leveraging over 6 million global CPG benchmarks to identify areas for improvement.
• Real-Time Feedback and Analytics: Monitor feedback in real-time and access advanced analytics to uncover actionable insights quickly.
• 360-Degree Account Views: Gain a comprehensive view of your account base, identifying at-risk and high-value accounts to enhance retention and growth strategies.
• G2 Rating: 4.2 

9. CustomerHero: Best AI-Led VoC Solution with Expert-Guided Implementation

CustomerHero is one of the best choices for organizations that want a guided, AI-powered Voice of Customer program, combining multi-channel feedback collection with sentiment and topic analysis, real-time dashboards, and close-the-loop workflows to turn survey data into CX and revenue improvements.

• Best for: Organizations of all sizes—including retail, restaurants, insurance, banking, and services—that need an affordable yet powerful VoC/CX platform with AI analytics and hands-on support to design, run, and scale effective feedback programs.
• Use Case: Customer experience programs, NPS and CSAT surveys, multi-channel feedback (web, email, in-store), AI-driven sentiment and topic categorization, real-time CX dashboards for teams, churn and retention monitoring, and actionable VoC workflows that help prioritize fixes and improvements.
• G2 Rating: 4.8/5 (based on 19 reviews)

What Makes CustomerHero the Best Voice of Customer Tool?

CustomerHero is a comprehensive Voice of Customer (VoC) platform tailored for organizations that want to capture, understand, and act on customer feedback across every touchpoint. Designed with scale and flexibility in mind, the platform supports omnichannel feedback collection and AI-powered insight analysis, making it ideal for businesses aiming to elevate customer satisfaction and loyalty.

Developed by the creators of Webankieta and Startquestion, CustomerHero leverages over two decades of experience in feedback management. It combines powerful tools with expert services, enabling teams to build and operate end-to-end VoC programs that are actionable and aligned with business goals.

Key Features of CustomerHero

• Omnichannel Feedback Collection: Gather customer feedback via surveys on websites, mobile apps, emails, SMS, QR codes, and physical locations.
• Close the Feedback Loop: React quickly to customer concerns by routing feedback to the right teams and tracking resolution through status updates.
• Real-Time Dashboards: Role-based dashboards provide instant visibility into customer sentiment across departments, regions, or branches.
• AI Sentiment Analysis: Automatically categorize and interpret open-text responses to uncover emotion and key themes.
• Custom Surveys: Create tailored CSAT, NPS, CES, or branded questionnaires to fit unique needs and touchpoints.
• Seamless Integrations: Sync with CRM, contact center, analytics, and collaboration tools like Salesforce, HubSpot, Slack, and more.
• Data Security & Compliance: GDPR-compliant with local data storage and enterprise-level protections.

How We Picked the Best Voice of the Customer (VoC) Tools: Our Criteria

Choosing the best VoC platforms requires more than scanning feature lists. We evaluated each Voice of Customer software tool based on a comprehensive set of criteria that reflect the realities of modern customer experience programs—spanning feedback collection, analysis, automation, AI intelligence, and business impact. Here’s the framework we used to assess every VoC tool:

• Multi-Channel Feedback Coverage: We prioritized platforms that capture feedback across web, mobile, in-app, email, SMS, kiosks, call centers, social channels, and offline touchpoints to ensure a complete, unified customer view.

• AI & Analytics Capabilities: VoC tools with advanced AI engines—sentiment analysis, text analytics, thematic clustering, emotion detection, predictive insights, automated summaries, and actionable recommendations—ranked highest, as these eliminate manual analysis and enable faster decision-making.
• Problem-Solving Strength & Real-World Usefulness: We assessed how effectively each platform solves core VoC challenges, including feedback silos, low response visibility, unclear customer sentiment, and long insight cycles.
• Ease of Use Across Teams: We looked for platforms intuitive enough for frontline and operational teams, yet powerful enough for CX leaders, analysts, and product managers.
• Integrations & Tech Ecosystem Compatibility: CRMs, helpdesks, BI tools, collaboration platforms, CDPs, and marketing systems are essential components of VoC workflows. Tools that integrated smoothly—and supported APIs/automation—ranked higher.
• Customization & Flexibility: We evaluated whether each tool allows organizations to customize surveys, workflows, dashboards, role-based views, and automation rules to fit their operating model and CX maturity.
• Speed From Feedback to Action: Platforms offering closed-loop workflows, automated alerts, action triggers, escalation steps, and cross-team collaboration scored higher for their ability to turn feedback into measurable improvements.
• Scalability & Reliability: We reviewed how well platforms scale from small teams to global deployments, including performance under high feedback volume and suitability for multiple departments.
• Outcome-Driven Features: Tools that help measure CSAT, NPS, CES, churn risk, loyalty drivers, and journey-level improvements—with reporting that ties back to business outcomes—ranked higher.
• Cost, Value & Long-Term ROI: We compared the feature-to-price ratio, licensing flexibility, total cost of ownership, onboarding effort, and the overall value each tool delivers to organizations at different stages. 

Checklist for Selecting Your VoC Platform

Choosing the best Voice of Customer software for enterprises involves evaluating a wide range of features and capabilities that align with your business goals and customer engagement strategies.

By considering unique points such as integration capabilities, scalability, advanced analytics, real-time feedback, sentiment analysis, and data security, you can select a VoC tool that empowers your organization to effectively listen to, analyze, and act on customer feedback, driving continuous improvement and customer satisfaction. There are many survey tools available that can help you create an effective VoC program and listen to the voice of customers but before selecting one, ensure these below mentioned points:

1. Strategic Alignment

Clearly define their strategic objectives for implementing VoC software. Are you aiming to enhance satisfaction, reduce churn, improve product offerings, or gain deeper insights into customer needs? Defining these goals will ensure the VoC tool aligns with your overall business strategy and delivers measurable results.

• Define Objectives: Clearly outline your business goals (e.g., improve customer satisfaction, reduce churn, enhance product offerings).
• Measure Impact: Ensure the platform can provide valuable insights that directly impact your strategic initiatives.

2. Integration Capabilities

Seamless integration with existing enterprise systems is crucial. Ensure the VoC software can integrate with your CRM, ERP, helpdesk, and marketing automation tools. Robust integration capabilities facilitate the flow of customer feedback into your existing workflows, enabling a unified view of customer interactions and more effective decision-making.

• CRM Integration: Check for seamless integration with your existing CRM systems.
• ERP and Helpdesk Integration: Ensure compatibility with your ERP and helpdesk solutions.
• Marketing Tools: Verify integration with your marketing automation tools.

3. Advanced Analytics and Reporting

Advanced analytics and reporting capabilities are essential for enterprises. Look for features such as AI-powered sentiment analysis, predictive analytics, and real-time reporting. These tools help you understand customer sentiments, identify trends, and make data-driven decisions that drive strategic initiatives.

• Sentiment Analysis: Look for AI-powered sentiment analysis tools to understand customer emotions.
• Predictive Analytics: Ensure the platform offers predictive analytics for forecasting customer behaviors.
• Real-Time Reporting: Verify real-time reporting capabilities to make timely decisions.

4. Multi-Channel Feedback Collection

Ensure the VoC software supports collecting feedback across the channels that your target audience frequents. Multi-channel feedback collection allows you to capture a comprehensive view of the customer experience across different interactions.

• Email Surveys: Confirm the ability to collect feedback via email.
• SMS Surveys: Ensure SMS feedback collection is supported.
• Web and Mobile Apps: Check for web and mobile app feedback collection options.
• Offline Touchpoints: Verify the ability to collect feedback through kiosks and in-store surveys.

5. Real-Time Feedback and Alerts

Real-time feedback collection and instant alerts are crucial for promptly addressing customer issues. Look for software that provides real-time notifications and alerts to relevant teams, enabling quick response times and enhancing satisfaction.

• Instant Notifications: Ensure the platform provides real-time alerts to relevant teams.
• Quick Response: Verify capabilities for quick response to customer issues.

6. Feedback Loop Closure

Effective VoC software should facilitate closing the feedback loop. This means not only collecting and analyzing feedback but also implementing changes and communicating those improvements back to customers. Tools that support automated follow-ups, task assignments, and tracking resolutions ensure that feedback is acted upon.

• Automated Follow-Ups: Look for automated follow-up features to engage customers post-feedback.
• Task Assignments: Ensure the platform can assign tasks based on feedback for resolution.
• Tracking Resolutions: Verify the ability to track and report on feedback resolution progress.

7. Data Security and Compliance

Data security and compliance with regulations such as GDPR, CCPA, and HIPAA are critical when handling customer feedback. Ensure the VoC software has robust security measures, including data encryption, access controls, and compliance certifications.

• Regulatory Compliance: Ensure compliance with GDPR, CCPA, HIPAA, and other relevant regulations.
• Data Encryption: Verify robust data encryption measures.
• Access Controls: Check for detailed access control and permission management.

8. Customer Support

Reliable customer support is vital, especially during the initial setup and as you scale your VoC program. Evaluate the vendor's support options, including availability, response times, and support channels (e.g., email, phone, chat). Robust customer support ensures you can quickly resolve any issues and make the most of the software's features.

• Availability: Check the availability of customer support (e.g., 24/7 support).
• Response Times: Ensure quick response times from the support team.
• Support Channels: Verify multiple support channels (e.g., email, phone, chat).

Listen to the Voice of Your Customers with Zonka Feedback

Depending on how far along you are in your VoC program, you can choose a VoC survey tool and make great strides. Voice of customer tools that offer your preferred distribution channels, easy integrations, and powerful analytics capabilities can significantly enhance your feedback program.

Zonka Feedback is an all-encompassing VoC platform that lets you listen to the voice of your customers at each touchpoint in the customer journey to paint a holistic picture.

The software is equipped with AI-powered features like Sentiment Analysis and Text Analysis that help to analyze your feedback data and bring out meaningful information. Its voice of customer analytics enables you to actually listen to the voice of customers and take appropriate actions at the right time to close the feedback and build amazing experiences for your customers.

Our teams have created VoC programs for enterprises in various industries like retail, healthcare, restaurant, hospitality, e-commerce, and more, and have helped me measure and improve customer experiences and boost their overall business growth.

Schedule a demo and give us a chance to help you transform CX and boost your business growth.