Top 5 CSAT platforms
Customers who are satisfied with a product or service are more likely to recommend it to others, which makes them a powerful marketing tool for businesses. On the other hand, an unhappy customer can be detrimental to a business's reputation which is why it’s so important to measure your customers’ satisfaction and adjust your processes to suit them better. The best way to do that is to use a Customer Satisfaction survey (CSAT) to collect data from customers along their customer journey and use your findings to make positive changes.
A CSAT question asks a customer how satisfied they are with a brand or specific interaction, and the answer is usually ranked on a scale from 1-5 or 1-10. Depending on the score, you’ll be able to see what you’re doing well, and any areas that need more attention.
However, choosing a CSAT platform can be overwhelming because each platform offers slightly different features. If you’re wanting to implement a customer feedback strategy with CSAT surveys, we recommend choosing a platform that is intuitive, visually appealing and integrated with your chosen CRM platform. To help you get started, we’ve put together a list of our top 5 platforms for CSAT surveys, so keep reading to find the best fit for you.
BirdEye is a messaging platform built to collect reviews, convert leads, run surveys and get referrals. With BirdEye you can custom-build automated CSAT surveys that are easy to use and more likely to get a response. By distributing these surveys across any channel, you can maximise how many responses you get, and the quality of the results.
Birdeye uses a Natural Language Processing (NLP) engine to analyse the responses, and give you the insights you need to improve your customer experience. It also comes with a benchmarking tool so that you can see how your business stacks up against competitors, and what you can do to get ahead.
With Qualaroo, you can survey customers on your website or app while they’re using it. By targeting customers in the relevant moment, response rates are raised, and you’ll receive more actionable insights. Qualaroo offers AI-powered analytics and reports so that you can understand exactly what each response means for your business and what you can take from it.
The Qualaroo CSAT surveys are designed to be used across the customer experience, from product reviews to customer service interactions. That means you can get a deeper understanding of the customer experience, rather than just a vague overview of it.
Survey Monkey is an all-in-one platform for customer feedback surveys and is a popular choice for generating valuable customer insights. Along with the management software, you can get access to a range of survey templates written by customer feedback experts to gather the most helpful feedback from your customers.
Many marketers find that extracting insights from data is a challenge, but with Survey Monkey, it’s all done for you. With their automation, implementing an ongoing feedback strategy is easy to set up, and brings in consistent, applicable data so that you can make informed decisions. They also have the tips and expertise to guide you through the process, including how to develop a good CSAT survey, and what pitfalls to avoid.
Qualtrics is a popular customer feedback management (CFM) platform, with 85% of the Fortune 100 using it to track their customer feedback. Qualtrics makes it easy to understand your customers, by creating flexible dashboards and personalised reports to track customer feedback. By using these tools, you can easily fix any problems in your customer’s experience, and create a customer-focused culture in your business. With 2 million users across 100+ countries, it’s clear Qualtrics delivers valuable customer insights.
Using the Qualtrics platform, you can choose to hone in on your customer’s satisfaction with a product, customer service interaction or other aspects of their customer experience. This makes it easy to identify sticking points in the customer experience and focus in on the problems that are driving them away from your business.
Typeform is a CFM platform designed to be user-friendly, appealing and effective. With their attractive survey templates and automation, your surveys are more likely to get useful responses. The Typeform surveys can even have personalised flows triggered by previous answers so that customers won’t have to answer anything irrelevant.
Following the survey, you can program the platform to redirect customers to personalised ‘Thank You’ screens to make them feel valued and heard. Details like this can make all the difference for customers and keep them loyal to your brand. It can also integrate with more than 120 tools making the process as seamless as possible.
The main thing to remember when implementing CSAT surveys into your feedback strategy is this, all customer feedback is valuable. Whether your responses are positive or negative, you can use your CSAT results to improve and refine your processes. In doing this, your customer's satisfaction will rise, and they’re far more likely to recommend your brand to others.
Now that you have the top 5 CSAT survey platforms, which one will you be choosing? Whichever you opt for, make sure it suits your CRM, customer persona and feedback strategy so that you can optimise your customer’s experience, and retain them for longer.
At Review Tui, we’re preparing to launch our intuitive customer feedback software later this year. You can join us for the journey and get tips on how to use CSAT and other tools to make promoters out of your customers. Sign up to Review Tui for updates and you’ll be the first to know all the exciting details.
Join the waiting list for early access. Or download our free guide to begin working on your customer feedback strategy.