Customer Feedback Platform: Top 24 Tools Categorized by Types

A good customer feedback platform will help your product, marketing, customer success, and design teams measure customer loyalty and satisfaction, identify unmet user needs, and uncover areas where your product might be lagging behind competitors.

The catch is that there are so many user feedback solutions out there that it’s really difficult to choose the best platform for your needs.

That’s why we’ve created this guide.

In the next 17 minutes or so, you will discover 24 best customer feedback tools (categorized in types) with their key features and pricing information, so that you can make a better, more informed choice.

Customer survey tools

Customer survey tools help businesses understand their customers’ experiences, needs, and pain points. By gathering structured feedback through surveys, you can identify areas for improvement, improve decision-making, and ultimately increase customer satisfaction.

1. Userpilot

Standout features: Survey template library, advanced survey triggering (including event-based) and targeting, and survey localization.

Starting price: $249/month when paid annually.

Userpilot is a product growth platform with excellent customer feedback capabilities.

It allows product teams to gather user feedback via targeted in-app surveys. You can trigger them either at a specific time or contextually when a user completes an action.

Creating the surveys is easy thanks to the survey template library, which includes templates for all major surveys, such as the Customer Effort Score (CES) or Customer Satisfaction Survey (CSAT). Customizing these requires no coding, thanks to the visual editor.

To increase user engagement, you can automatically translate the surveys for users around the globe. This is a big deal in the SaaS space, where the world is your oyster.

Each survey comes with a dashboard where you can easily analyze the results and survey performance. In the case of the Net Promoter Score (NPS) surveys, you can also tag the qualitative responses. This makes it easier to categorize them and find patterns.

2. SurveyMonkey

Standout features: Easy survey customization, question skip logic, and advanced reporting.

Starting price: $25/month/user.

SurveyMonkey is a trusted customer feedback tool. It allows you to gauge user satisfaction and sentiment, and its user-friendly interface makes it accessible to teams with varying technical skills.

SurveyMonkey’s key strength?

Its ability to provide actionable data and easy-to-interpret reports. As a result, your teams can quickly implement changes based on customer input.

3. Typeform

Standout features: Interactive forms, customizable templates, and engaging design.

Starting price: $25/month.

Typeform is known for its visually appealing and interactive feedback forms. Its mission is to create engaging user experiences through conversational surveys.

This makes it a perfect choice for businesses looking to collect customer data in a more personal way. Such an approach translates into higher completion rates and more thoughtful responses.

Moreover, Typeform’s robust integration capabilities allow for seamless data flow between Typeform and other business tools in your tool stack. This improves efficiency and gives you a more complete picture of the customer.

4. SurveySparrow

Standout features: Conversational surveys, cross-channel distribution, and sentiment analysis.

Starting price: $25/month.

SurveySparrow introduces a conversational approach to customer surveys and works well on web and mobile apps alike.

Thanks to omnichannel capabilities, you can reach out to people through the most suitable medium, be it email, text messages, or web apps.

But that’s not all. Once you’ve got your survey answers, SurveySparrow helps make sense of them. Its powerful analytics and detailed reporting help you turn feedback into actionable insights.

And here’s a bonus: it’s not just for collecting customer feedback. You can also use it to gauge your employees’ engagement or carry out 360-degree reviews.

User testing tools

User testing tools are vital for refining user experience. They help you observe real users interacting with your product and collect insights that can inform design improvements, reduce friction, and ensure that your product meets user needs.

5. UserTesting

Standout features: Real-time feedback, video interviews, multiple usability tests, and sentiment analysis.

Starting price: Custom pricing based on usage.

UserTesting is a comprehensive platform that can help you gain actionable insights straight from the users.

Its main strength is its efficiency: you can swiftly recruit test participants and easily conduct remote user tests.

What’s more, the platform’s advanced automation and analytics features streamline the analysis process. As a result, you can quickly pinpoint key themes and pain points in customer feedback to save valuable time and resources.

Additionally, UserTesting offers excellent collaborative capabilities. Its integration features and collaboration tools make the sharing of data across departments seamless. This means that you can smoothly incorporate user feedback into development processes.

6. Lookback

Standout features: Remote interviews, live sessions, user journeys, and screen and face recording.

Starting price: $25/month.

Lookback is a user research platform that allows teams to conduct remote user testing sessions at various product lifecycle stages, from early concept testing to post-launch refinement.

It offers both live and self-guided testing options that allow researchers to observe and interact with participants in real-time or analyze recorded sessions later. Moreover, the platform’s simultaneous screen and face recording feature provides you with a comprehensive view of user reactions and behaviors.

With Lookback’s collaboration tools, your teams can easily share and analyze the research findings, which promotes data democratization across organizations.

7. Maze

Standout features: Rapid prototype testing, in-app analytics, and actionable reports.

Starting price: Free, custom pricing for paid plans.

Maze is a rapid testing platform that allows designers and product teams to quickly validate ideas, test prototypes, and gather actionable insights, which is essential to making data-driven decisions early in the design process.

Moreover, the platform’s integrations with popular design tools streamline the testing workflow. This makes the transition from design to testing and then to development straightforward.

Finally, Maze’s reporting features allow you to present data in an easily digestible format. This facilitates quick decision-making and iterative design improvements.

8. Lyssna

Standout features: Real-time testing, multi-device support, in-depth analytics, and AI-powered analytics.

Starting price: Free, paid plan from $75/month.

Lyssna, formerly UsabilityHub, is a comprehensive user testing platform.

It provides both remote and in-person testing options. You can conduct prototype testing, run surveys, or perform in-depth interviews, all within the same ecosystem. This flexibility makes Lyssna suitable for different types of user research throughout the product lifecycle.

What sets Lyssna apart is its AI-powered analysis. This feature helps extract meaningful insights from user feedback, both quantitative and qualitative. Thanks to that, teams can gain a more complete understanding of user experiences and preferences.

Online review tools

Online review tools are indispensable for building and maintaining your brand’s reputation. They help you gather and manage authentic reviews from customers across various platforms. So that you can improve your products or services and showcase positive feedback to potential buyers.

9. G2

Standout features: Verified reviews, comparison features, and robust analytics.

Starting price: Custom pricing for businesses.

G2 is a peer-to-peer review platform focused on business software and services.

The platform’s verification process ensures the reviews are authentic, which increases user trust. G2’s comparison tools and market presence grid offer a comprehensive view of the competitive landscape and let buyers evaluate multiple solutions side by side.

For growth teams, G2 provides valuable insights into customer activity and market trends to inform product development and marketing strategies.

10. Capterra

Standout features: Software directories, verified user reviews, and comparison charts.

Starting price: Custom pricing for vendors.

Capterra is a software review and comparison platform that helps businesses find the right software solutions.

The platform’s categorization system makes it easy for buyers to discover relevant solutions they might not have been aware of. Capterra’s comparison tools allow users to evaluate multiple products based on features, pricing, and user ratings.

For SaaS companies, Capterra offers various marketing solutions to increase visibility and generate leads. The platform’s rich data on user preferences and market trends provides valuable insights you can use to inform product development and improve customer experience.

11. Yotpo

Standout features: Review generation, loyalty programs, and social media integration.

Starting price: From $79/month.

Yotpo is a retention marketing platform that helps eCommerce businesses collect and leverage user-generated content, like reviews, to drive conversions.

Basically, the platform’s AI-powered review generation system can help you increase the volume and quality of customer reviews which you can then embed in your landing pages.

That’s not all:

You can also use it to showcase user-generated photos and videos to boost social proof and set up loyalty programs to retain customers better.

12. Trustpilot

Standout features: Verified reviews, SEO integration, and review invitation tools.

Starting price: Free plan, paid start from $259/month.

Trustpilot is an open review platform that allows consumers to share their experiences with businesses and products.

It offers tools for businesses to collect, manage, and showcase customer reviews. For example, Trustpilot allows you to send automatic review invitations to collect feedback from customers and respond to them to build trust and improve your online reputation.

Thanks to its integration capabilities, you can then display Trustpilot ratings and reviews across your marketing channels to increase your credibility and influence purchase decisions.

Social listening tools

Social listening tools allow you to monitor online conversations and track brand mentions across digital platforms. By tuning in to what people say about your brand, you can proactively address issues, capitalize on trends, and effectively engage with your audience.

13. Sprout Social

Standout features: Social media monitoring, reporting, and unified inbox.

Starting price: $199 per seat/month.

Sprout Social is an all-in-one social media management platform. It offers excellent social listening features that can help you track online conversations about your brand, competitors, and industry trends.

You can use the tool to gather data from multiple social channels to inform marketing strategies and product development. Sprout Social’s analytics give you in-depth insights into your social media performance. For example, you get metrics on audience engagement, content reach, and sentiment analysis.

These features make it easier for businesses to adapt their strategies based on real-time audience feedback and social trends.

Finally, the platform’s unified inbox makes managing social interactions frictionless and allows teams to respond quickly, regardless of the platform.

14. Brandwatch

Standout features: AI-driven insights, market intelligence, trend analysis, and image analysis.

Starting price: Custom pricing.

Brandwatch is an advanced social intelligence platform with deep social listening and analytics capabilities.

It provides real-time data from millions of online sources to help you understand your audience and identify emerging trends, and the platform’s AI-powered insights let you quickly extract meaningful information from such vast amounts of social data.

Thanks to the platform’s query builder and customizable dashboards, you can tailor the tool to your specific needs and objectives.

15. Brand24

Standout features: Real-time monitoring, influencer tracking, and sentiment analysis.

Starting price: $119/month.

Brand24 is a social media monitoring tool that captures online brand mentions in real-time to help businesses stay informed about their digital presence.

Its features include sentiment analysis, which gauges public perception by categorizing mentions as positive, negative, or neutral. There’s also the Influencer Score, which identifies key opinion leaders who can impact your brand’s visibility.

Moreover, by tracking competitors and industry trends, Brand24 gives you the insights you need to respond to market changes quickly.

Finally, its customizable alerts allow for timely responses to customer feedback. So that you never miss important conversations related to your brand.

16. Mention

Standout features: Social media listening, competitive analysis, and sentiment tracking.

Starting price: $49/month.

Mention is a social media listening and monitoring tool that tracks your brand mentions and competitors across the web, including on social media platforms. This gives you a comprehensive view of their online presence.

Just like the other tools, Mention offers sentiment analysis, which allows you to better understand the public perception of your product.

Mention also includes influencer identification features, which help you find the key figures who can amplify your brand’s message.

Finally, customizable reports give insights into engagement metrics and trends, supporting data-driven decision-making.

Voice of customer tools

Voice of customer (VoC) tools capture and analyze customer feedback data across multiple channels—to give businesses a complete understanding of customer needs, preferences, and sentiments.

These insights can guide product development and marketing materials.

17. Medallia

Standout features: AI-powered feedback analysis, journey mapping, and omnichannel feedback.

Starting price: Custom pricing.

Medallia is an enterprise-level customer experience management platform. It offers solutions for collecting, analyzing, and acting on customer feedback across multiple channels for a complete view of the customer journey.

Medallia’s AI-powered text analytics can process large volumes of unstructured feedback so that you can quickly identify key themes and user sentiment.

Its predictive insights feature helps you anticipate customer needs and potential issues. Thanks to that, you can address them proactively before they erode customer trust, satisfaction, and loyalty.

18. Qualtrics

Standout features: Advanced surveys, real-time feedback, and customer experience management.

Starting price: Custom pricing.

Qualtrics is a comprehensive experience management platform that goes beyond traditional survey tools.

The platform’s sophisticated survey logic enables you to create highly personalized and contextual feedback surveys.

What I really like is that its predictive analytics can help you identify key drivers of customer satisfaction and loyalty. This is exactly what you need to improve customer experience, build better products, and retain customers over the long term.

19. InMoment

Standout features: Sentiment analysis, feedback management, and experience intelligence.

Starting price: Custom pricing.

InMoment is an experience improvement (XI) platform that helps businesses collect customer feedback to drive meaningful improvements.

By collecting feedback across multiple channels, you get a complete picture of customer interactions across various touchpoints.

Its advanced text analytics capabilities can help you uncover deeper insights from qualitative feedback and the strategic planning tools—turn customer insights into actionable improvement initiatives and connect them with business outcomes.

20. Usernsnap

Standout features: Visual feedback, issue tracking, and customizable widgets.

Starting price: $39/month.

Usersnap is a visual feedback and bug-reporting tool that allows your users to capture screenshots, annotate them, and provide contextual feedback. This massively streamlines the feedback collection process for your developers and designers.

There’s more:

Usersnap’s issue-tracking features help users organize and prioritize feedback so that no valuable input is lost. And its integration capabilities with popular project management and development tools like Jira let you seamlessly incorporate feedback into existing workflows.

User behavior tools

User behavior tools gather implicit feedback by tracking how users interact with your product—their clicks, scrolls, and navigation patterns. This data helps businesses identify pain points, optimize user journeys, and increase engagement to ultimately improve the product experience.

21. Userpilot

Standout features: Autocapture, custom-event analytics, heatmaps, industry-standard reports, and custom dashboards.

Starting price: $249/month paid annually.

In addition to feedback capabilities, Userpilot offers powerful analytics features. They allow you to track and analyze user behavior across all touchpoints in the journey.

Thanks to funnels and paths, you can easily find friction points in the user’s journey. You can use the insights to help users overcome potential bottlenecks with tailored in-app experiences.

There are also heatmaps, which provide a visual representation of user engagement with UI features. A quick glance is enough to see where users click or hover and where they don’t.

And to easily track all key metrics and reports from one place, you can create custom analytics dashboards.

What makes it stand out from other similar features is the autocapture feature, thanks to which you don’t need to manually tag events or features to track – that’s how you never miss important insights.

22. Hotjar

Standout features: Heatmaps, session recordings, and conversion funnels.

Starting price: Free plan available, paid plans start at $32/month.

Hotjar is a behavior analytics tool for businesses that want to understand how users interact with their websites or web apps.

Its heatmaps give you a visual representation of click, move, and scroll patterns and highlight the areas of high and low engagement.

With Hotjar’s session recordings, your teams can watch real user interactions with your product UI to gain insights into usability issues. They work great in conjunction with the conversion funnel analysis, which helps identify drop-off points in user journeys.

23. FullStory

Standout features: Session replays, conversion tracking, user segmentation, and ML-powered analytics.

Starting price: Custom pricing.

FullStory is a digital experience intelligence platform that helps businesses understand and improve their digital customer experience. It offers features similar to Hotjar: session replays, heatmaps, and funnel analysis, and powerful search capabilities to help you identify and resolve user experience issues.

The platform’s machine learning-powered insights help surface critical issues and opportunities automatically, which streamlines the analysis process and enables faster responses.

24. Mixpanel

Standout features: Custom-event tracking, cohort analysis, and advanced reports.

Starting price: Free plan available, paid plans start at $24/month.

Mixpanel is a product analytics platform that helps companies understand user behavior and make data-driven decisions.

It offers advanced features for tracking user interactions, analyzing conversion funnels, and measuring the impact of product changes on key metrics.

For example, cohort analysis helps you understand how different user groups behave over time to guide your customer retention strategies, while the user journeys feature provides insights into common paths users take through a product. That’s how you can find the most optimal routes to adoption.

And let’s not forget about Mixpanels experimentation tools: you can run A/B and multivariate tests to identify the best-performing features.

Conclusion

These 24 customer feedback management tools offer a range of capabilities and cater to customers with different use cases. Not all of them will be relevant to your particular needs, so hopefully the guide has helped you narrow down the available options.

What should you do next?

Look at the short-listed tools in more detail: their features, pricing, and scalability. And try them out: sign up for free trials and book demos.

Talking of which… if you’d like to learn more about Userpilot’s feedback and analytics features, grab the Userpilot demo here!

FAQs about customer feedback tools

Let’s wrap up with answers to a few frequently asked questions about customer feedback platforms.

What is customer feedback software?

Customer feedback software is a digital tool designed to help businesses collect, manage, and analyze feedback from customers across various channels. It enables you to gather insights into customer experiences, understand their needs, and pinpoint pain points that may be affecting satisfaction.

By organizing feedback in one centralized platform, you can quickly address concerns, make informed improvements to your product, and create a more positive customer experience.

Useful features of customer feedback tools include:

• Survey creation tools
• Sentiment analysis
• Reporting and analytics
• Multi-channel feedback collection
• Automation
• Integration capabilities
• Real-time alerts

What is the best online feedback platform?

The best online feedback platform depends on your business needs and objectives. Popular options include:

• Userpilot for in-app surveys.
• Typeform for visually engaging forms.
• UserTesting for real-time user feedback on product usability.
• Qualtrics for customer experience management.

At the end of the day, the best tool for your business will align with your specific feedback goals, budget, and the scale at which you need to collect and act on customer insights.

How to choose a customer feedback tool for your company?

To choose the right customer feedback tool, consider criteria like:

• Goals: Decide what kind of data you want to collect and how you’re going to act on it.
• Ease of use: Select a platform that is intuitive and easy for both your team and customers to navigate for a smooth experience throughout the feedback process.
• Customization: Look for tools that offer advanced customization options like personalized survey logic or bespoke templates.
• Multi-channel support: Ensure the tool offers feedback collection through multiple channels, like email, websites, mobile apps, and social media.
• Integrations: Choose platforms that integrate easily with your existing tools, for example, CRM systems or helpdesk software, to streamline data and feedback processes.
• Pricing: Consider tools you can afford not only now but also in the future when your needs grow.
• Analytics: Pick a platform with robust analytics and reporting features so that you can track trends, analyze data, and generate actionable insights from the feedback collected.
• Scalability: Ensure the tool can scale as your business grows.
• Automation: Look for features that automate survey distribution, feedback collection, and follow-ups.
• Security: Prioritize tools that comply with industry security standards and regulations because you’ll be dealing with sensitive customer information.