Top 10 customer feedback management platforms
With the customer satisfaction industry on the rise, it can be daunting to choose a feedback management platform for your business. Customer feedback management (CFM) involves integrating feedback gathered from multiple channels to improve your product or service.
A good CFM platform will collect, analyse and implement feedback to give valuable insights into the things that matter to your business. As well as that, it should integrate seamlessly with your CRM platform to make monitoring and reporting for customer satisfaction as simple as possible.
You also need to consider the type of metrics you want your CFM platform to track. Most CFM platforms can track net promoter scores (NPS), customer effort scores (CES) and customer satisfaction (CSAT) but there might be some additional metrics to keep an eye out for. It’s a good idea to find a platform that suits your immediate needs but is also adaptable if those needs ever change.
As you can see, finding a CFM platform to tick all your boxes isn’t a simple task, so we’ve put together a list of the top 10 options. So keep reading to find out more about the favourite CFM tools used around the world, and which one could be a good fit for your customer feedback strategy.
Ask Nicely is a well-known CFM platform with bases in Portland, Amsterdam and Auckland. It connects with customers in real-time and uses the NPS metric which has been used globally for over 20 years. NPS is used in many successful businesses because it tracks the overall customer experience by asking how likely a customer is to recommend a business to someone else. While focusing on NPS, Ask Nicely also measures CES, CSAT and 5-star metrics. The surveys can be generated through email, SMS and websites.
Ask Nicely integrates with a range of CRM platforms including MailChimp, Hubspot and Salesforce. Unfortunately, they don’t have any pricing listed on the website, but you can book a demo to see if it works for you.
Retently offers automation for NPS, CES and CSAT metrics to make customer feedback management easy. With Retently you can distribute surveys through various channels including email, webpage popups and messenger apps. After that, the software brings all cross-channel feedback together, organises it and extracts meaningful insights.
Retently integrates with Salesforce and offers payment plans starting from $50USD a month.
Based in the Czech Republic, Survio is a CFM designed to make surveys more attractive and customer-friendly to increase the response rate from users. The software is easy to use and offers filtering, real-time evaluations and survey dashboard statistics. Getting started is easy because you can use their expert-written survey templates and built-in analytics to track feedback.
If your business uses Google Disc, OneDrive or Dropbox, Survio can integrate with these tools through the Cloud. If you are interested in working with Survio, their payment plans start at $18.33USD per user per month.
With Survey Monkey you can connect with customers through email, web pages and social media, and use their expert pre-written survey templates. This platform is designed to make survey-based customer feedback as straightforward as possible, while still bringing valuable insights through NPS, CES and CSAT metrics. There is also a useful range of surveys focused on the internal processes of a business, such as employee satisfaction.
Survey Monkey integrates with a range of CRM platforms including Salesforce, Marketo and Tableau which makes data analytics and feedback tracking very easy. If Survey Monkey sounds like a good fit for your business, you can look into their payment plans that start from $35NZD per user per month.
Hotjar helps users discover, communicate, and consolidate their feedback data visually. One of the features that sets Hotjar apart from other CFM platforms is that it uses heatmaps to indicate what is and isn’t working on a webpage. A heatmap is an effective way to detect problems in your customer experience and address them sooner. While heatmaps are the star of the show, Hotjar can also send surveys through webpage popups and links.
Hotjar integrates with a wide range of platforms including Shopify, Slack and Hubspot. Beyond the basic free subscription, the pricing plans start from $39USD per month.
Like Survio, Typeform is designed with minimalism in mind, which means using it is simple and appealing, but also very effective. With Typeform you can create forms, surveys and quizzes that customers find engaging, which significantly improves your response rate. The Typeform software can equip businesses with appealing surveys, a personable chatbot and video conversations to maximise customer interaction.
Typeform is built to integrate with a range of CRM platforms including Asana, Slack and Google Analytics. It’s free to get started, and the pricing plans beyond start from $25USD per month.
Qualaroo is a customer and user feedback software that claims to be 10 times more valuable than email surveys. That’s because their surveys target users at the relevant time in their customer experience, and ask insightful questions. The platform also offers built-in AI-powered analytics and reports to track your CX and conversion rates.
Qualaroo can integrate with a range of platforms including Hubspot, Slack and Zapier. If this CFM suits you, you can get started with a free 15-day trial, or start a payment plan starting from $80USD per month.
Survey Sparrow is a US-based CFM that offers surveys, automation, case management and business intelligence. The all-in-one platform uses CES, CSAT, NPS and Customer exit surveys to track the customer experience and give businesses useful information for optimising their processes.
You can integrate Survey Sparrow with a range of platforms including Zapier, Google and Hubspot. If you have a small team, pricing plans are $99USD and for large enterprises, it’s $499USD.
GetFeedback is an intuitive CFM that gives users access to survey templates to track customer satisfaction through the NPS, CES and CSAT metrics. With real-time alerts, you can closely monitor your customer experience, and fix problems as soon as they arise.
GetFeedback integrates with a wide range of platforms including Salesforce, Google Analytics and Slack. You can choose from three plans, including Essentials, Pro, and Ultimate, but prices are not given on the website.
Survicate is a CFM designed to automate customer feedback for online businesses. The software uses surveys to track NPS, CES, CSAT and more, making feedback analytics easy and valuable. With Survicate you can distribute surveys across multiple channels including email, links, webpages and mobile apps which raises response rates and improves customer satisfaction data.
Survicate offers integrations with a whole host of platforms including Hubspot, Mailchimp and Slack. The pricing plans start from $65 a month or you can customise your plan to suit your feedback strategy.
So there you have it, our top 10 customer feedback management platforms available right now. Of course, the customer feedback industry is evolving constantly so you’ll need to keep an eye out for any new platforms emerging, and what the latest tools are for enhancing your customer feedback.
If you want to improve your business's customer feedback management, a good place to start is with software that can adapt to your specific needs. Whether you want built-in analytics, a specific CRM integration or customisable surveys, choosing the right CFM platform is crucial.
By signing up to Review Tui updates you can find out all about how a CFM platform can be set up for success and when we launch later this year, you'll be one of the first to know what sets our software apart from the rest. Why not begin by downloading our guide on creating a great customer feedback strategy. It had helpful insights that might help you work out which CFM is the best fit for you.