16 Best Customer Feedback Tools For SaaS Companies24 min read

Customer feedback is crucial for SaaS growth. It provides user insights that guide product improvements and customer experience strategies. However, there are tons of customer feedback tools in the market, and choosing the right one can be overwhelming. The key is finding the right balance between functionality and cost for your needs.

In this article, we’ll look at the 16 best customer feedback tools for SaaS, helping you find the right fit for your brand.

What are customer feedback tools and why do you need them?

Customer feedback tools are software solutions that help you collect user insights, analyze data, and report the findings.

With customer feedback tools, product teams can identify user pain points, find opportunities for improvement, and implement their findings to enhance customer satisfaction.

What to look for in customer feedback tools?

When selecting a customer feedback tool, focus on looking for the following features as they will be vital for assessing customer sentiment and acting on the insights:

• In-App Surveys: We recommend choosing tools with pre-built templates to set up customer surveys without developer resources.
• NPS Tracking: A robust NPS tracking feature helps you measure customer loyalty and satisfaction. Automated surveys and tracking let you monitor sentiment shifts over time and segment your customer base, enabling you to target promoters and detractors effectively.
• Product Feedback Collection: Look for tools that provide a simple way for users to share suggestions, feature requests, and bug reports directly in the product.
• Triggering Options (Segmentation): Opt for tools that segment users based on user behavior, demographics, or engagement levels to improve the relevance and quality of data.
• Survey Analytics: A good feedback tool should offer comprehensive analytics that help you identify trends, measure satisfaction, and track changes over time.
• Integration with Tech Stack: Choose tools that integrate with your CRM, marketing automation platforms, or project management tools. This ensures smooth data flow and lets you act on feedback without switching platforms.
• Multi-Channel Feedback Collection: Ensure the tool can collect user feedback across various channels, such as email, web, and mobile.

Customer feedback tools comparison

1. Userpilot: Best for product feedback collection

Userpilot is a customer feedback tool designed to help product teams collect and analyze user feedback to enhance product development. It is widely used by product managers, customer success teams, and UX/UI designers, who rely on direct user feedback to drive product improvements.

Userpilot has an intuitive interface and supports collecting product feedback with prebuilt survey templates and customizable triggering options.

Key features

• No-Code Survey Templates: Userpilot offers pre-built, customizable survey templates that require no coding, making creating and deploying surveys easy. Whether you want to collect NPS, feature requests, or general satisfaction feedback, you can set up and distribute surveys with minimal effort.
• Survey Localization: Userpilot allows survey localization to cater to a global user base. You can tailor surveys to different languages and regions, enhancing response rates and ensuring clarity across diverse audiences.
• Contextual Survey Triggering: Set up feedback surveys that trigger based on specific user actions or behaviors within your app to collect highly relevant feedback.
• NPS Dashboard with NPS Response Tagging: Userpilot’s NPS dashboard provides an overview of your scores, while response tagging lets you categorize feedback to understand customer sentiment better.
• Survey Analytics: Our robust analytics features help you interpret your survey data. You can identify trends, track satisfaction over time, and measure how specific product changes impact user sentiment.
• User Profile Analysis: The platform allows you to analyze individual user profiles alongside their feedback, giving you a deeper understanding of each user’s behavior and preferences. This enables more targeted follow-ups and more personalized experiences.
• Multichannel Survey Collection: Userpilot supports user feedback collection across multiple channels, including web and native mobile apps.
• Integrations: Userpilot offers integrations with various tools across your tech stack, including CRM systems, product management platforms, and customer success tools. It ensures a smooth feedback data flow so you can take action without switching between different platforms.

Pricing

Here’s an overview of Userpilot’s pricing plans:

• Starter: The entry-level Starter plan starts at $249/month and includes features such as NPS tracking, product analytics, segmentation, user engagement tools, reporting, and basic customization options.
• Growth: The Growth plan starts at $749/month and includes all Starter features, advanced event-based triggers, resource centers, unlimited feature tagging, AI-powered content localization, EU hosting options, and a dedicated CS manager.
• Enterprise: The Enterprise plan offers custom pricing and includes all features from the Starter and Growth plans, along with additional benefits such as custom roles/permissions, access to premium integrations, priority support, custom contracts, SLA, SAML SSO, activity logs, security audit, and compliance (SOC 2/GDPR).

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2. Qualtrics: Best for enterprise-level feedback and advanced analytics

Qualtrics is a customer feedback platform enterprises use to collect and analyze insights. It supports use cases such as sentiment analysis, employee engagement, and product feedback.

Key Features

• Advanced Survey Creation: Qualtrics provides robust tools for building customizable surveys. It offers a range of question types and advanced logic to tailor each survey to your needs.
• NPS Tracking: Gather customer feedback with NPS surveys, monitor sentiment trends over time, and segment responses to gain deeper insights into customer satisfaction.
• Real-Time Analytics: Access real-time reporting and advanced analytics to interpret large datasets quickly. Features like trend analysis, sentiment tracking, and statistical insights help you make informed decisions.
• Multichannel Feedback Collection: Gather feedback from various sources, including email, mobile, social media, web surveys, and in-store kiosks, ensuring comprehensive data collection.
• Advanced Segmentation: Qualtrics allows precise segmentation of survey responses, enabling you to analyze feedback based on demographics, behaviors, and previous interactions.
• Automation & Workflow Integration: Automate actions based on feedback, such as triggering workflows for low NPS scores.
• AI & Text Analytics: Utilize AI to analyze open-ended feedback and uncover key themes and sentiments, enabling quick, data-driven insights.

Pricing

Qualtrics offers custom pricing based on your organization’s needs, with packages tailored to different business sizes and feedback complexity.

Contact their sales team to get a quote based on your requirements.

3. Typeform: Best for interactive surveys

Typeform is a comprehensive feedback tool that helps businesses create engaging and interactive surveys. You can create user-friendly, one-question-at-a-time surveys that drive higher completion rates and deeper engagement with respondents.

Key Features

• Customizable Templates: Typeform offers a wide selection of fully customizable templates, allowing you to create surveys quickly without compromising design.
• Conditional Logic & Branching: You can add conditional logic to your surveys, guiding respondents down different paths based on their answers.
• Multimedia Support: Enhance the respondent experience by embedding images, videos, and GIFs into your surveys.
• Real-Time Analytics: Typeform provides real-time analytics that allows you to monitor survey responses as they come in.
• Mobile Optimization: Typeform’s surveys are fully responsive and optimized for mobile apps, ensuring a smooth experience for respondents on any device.
• Collaborative Tools: Typeform allows teams to collaborate while working on surveys in real time.

Pricing

Here’s an overview of Typeform’s pricing plans:

• Basic: Starts at $25/month and includes unlimited surveys, basic templates, and response limits.
• Plus: Starts at $50/month and includes advanced logic, custom branding, and increased response limits.
• Business: Starts at $83/month and includes premium integrations, advanced analytics, and team collaboration tools.
• Enterprise: Custom pricing, offering advanced security, dedicated support, and custom features.

4. Hotjar: Best for combining in-app surveys and behavioral analytics

Hotjar is a behavior analytics platform that helps product teams analyze user behavior and optimize user experience based on how users interact by combining qualitative feedback with behavioral data through tools like surveys, heatmaps, and session recordings.

If you’re also looking for a feedback analysis tool that allows you to act on those insights with targeted surveys and workflow integrations, Userpilot offers a more comprehensive solution. It combines surveys with behavioral analytics and provides the tools to take immediate action.

Key Features

• Surveys with Customization: You can design your surveys to suit your brand colors.
• Feedback Polls: Hotjar also supports simple feedback polls that you can deploy on specific website pages or within your app.
• User Segmentation: Segment survey responses by user behavior, demographics, or traffic sources. This enables you to analyze feedback from different segments and prioritize improvements accordingly.

Pricing

• Basic: Free, with limited features, including heatmaps, session recordings, and basic surveys with a low response limit.
• Plus: Starts at $39/month and includes additional features like more session recordings, advanced survey options, and increased data storage.
• Business: Starts at $99/month and includes all Plus features, more powerful tools for team collaboration, greater survey customization, and enhanced data reporting.
• Enterprise: Custom pricing, offering advanced features such as dedicated support, custom integrations, and enhanced security.

5. Survicate: All-in-one customer feedback platform

Survicate is a customer feedback tool that helps businesses collect and analyze insights through multiple channels. It promotes data-driven decisions to improve user experience.

Key Features

• Survey Creation: Survicate allows you to easily create surveys using a drag-and-drop builder, with options for email, website, in-app, and mobile surveys to capture feedback wherever your customers interact with your product.
• Survey Logic: Advanced conditional logic lets you personalize survey flows based on respondents’ answers, ensuring your collected feedback is targeted and relevant to users’ needs.
• NPS Surveys: Survicate provides easy-to-use NPS survey features that allow you to track customer loyalty, segment feedback by promoters, passives, and detractors, and monitor changes.
• Customizable Templates: Survicate offers a variety of pre-built survey templates that can be fully customized to match your brand’s look and feel, ensuring a consistent user experience.
• AI-Powered Insights: The platform leverages AI to categorize and summarize open-text responses, making identifying key patterns from qualitative feedback easier.
• Response Rate Optimization: Survicate helps improve response rates by targeting the right audience with surveys at optimal times, ensuring a higher volume of quality responses.

Pricing

• Free: Includes basic features like up to 100 responses per month, limited survey types, and basic analytics.
• Basic: Starts at $89/month and includes unlimited surveys, advanced targeting, and detailed reporting.
• Pro: Starts at $149/month and offers advanced analytics, NPS survey features, and integrations with third-party tools.
• Enterprise: Custom pricing, offering dedicated support, custom features, and advanced security.

6. SurveyMonkey: Best for versatile survey templates

SurveyMonkey is a customer insight tool that helps businesses create customizable surveys for market research, feedback, and employee engagement.

Key Features

• Survey Creation: Use an intuitive drag-and-drop builder to design surveys, polls, and quizzes, accommodating various question types such as multiple-choice, rating scales, and open-ended responses. ​
• Survey Logic: Enhance the respondent experience by implementing features like Question Skip Logic, Advanced Branching, and Disqualification Logic, ensuring participants encounter relevant questions based on their previous answers.
• Multilingual Surveys: Design surveys in multiple languages, allowing for global data collection and analysis and accommodating diverse respondent demographics. ​
• Collaboration Tools: Share surveys and collaborate with team members in real-time, with options for commenting and feedback, enhancing the survey development process.
• Recurring Surveys: Schedule and manage recurring surveys to conduct better trend analysis. ​

Pricing

• Basic: Free plan with limitations, including 10 questions and 25 responses per survey.
• Standard Monthly: Priced at $99/month, offering unlimited questions and responses and additional features such as survey logic and data export options.​
• Advantage Annual: At $39/month (billed annually), this plan includes all Standard features plus branding customization, advanced data analysis tools, and priority customer support.​
• Premier Annual: For $139/month (billed annually), this plan offers all Advantage features along with advanced collaboration tools, enhanced security options, and dedicated account management.​
• Enterprise: Custom pricing providing enterprise-level features such as centralized billing, user management, and enhanced data security.

7. Intercom: Best for conversational feedback via chatbots and surveys

Intercom is an AI-first customer service platform known for its advanced conversational feedback tools, including chatbots, surveys, and omnichannel support.

The platform allows businesses to deliver personalized, scalable support across various communication channels and gain valuable insights into customer interactions.

Key Features

• Fin AI Agent: Fin is an AI-powered agent that can handle frontline support. It delivers human-like service by using your company’s knowledge base, speaking in your brand’s tone, and adjusting to customers’ unique needs.
• Omnichannel Support: Intercom lets you connect with customers across multiple channels, including live chat, email, SMS, WhatsApp, phone, and social media.
• Multilingual Capabilities: With support for up to 45 languages, Intercom makes it easy to deliver customer support worldwide, offering real-time translation.

Pricing

• Starter: Starting at $74/month, this plan offers core features like live chat, help desk functionality, and basic automation.
• Growth: Priced at $149/month, the Growth plan adds more advanced features, including AI-powered chatbots, workflow automation, and in-depth reporting.
• Pro: At $499/month, the Pro plan includes everything in the Growth plan, plus more advanced customization options, multilingual support, and additional automation features.
• Enterprise: Custom pricing for enterprise-level businesses, offering advanced features like dedicated support, higher security options, and tailored integrations.

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8. Canny: User feedback management platform

Canny is a customer feedback management platform that enables businesses to collect, analyze, and act on customer insights. It facilitates data-driven product development and enhances user satisfaction.​

Key Features

• User Identification: The platform integrates with existing user accounts, providing insights into which users submit feedback, including details like monthly spending and company type.
• Customer Feedback Analysis: Canny offers tools to categorize and filter feedback, allowing businesses to identify trends and prioritize feature requests based on user demand and potential impact. ​
• AI Features: The platform includes Feedback Discovery, Smart Replies, and Comment Summaries to automate feedback capture, enhance user engagement, and streamline analysis.
• Customization: Users can tailor the feedback portal’s appearance to align with their brand, including options for custom domains, logos, and color schemes. ​

Pricing

• Free: $0/month; includes unlimited users, private boards, changelog, one integration, and single sign-on.
• Starter: $79/month; includes all Free features plus unlimited posts, custom domain, prioritization roadmap, two integrations, and content translations. ​
• Growth: $359/month; includes all Starter features plus unlimited integrations, custom board access, advanced AI features, user segmentation, and admin roles. ​
• Business: Custom pricing includes all Growth features, additional permissions, compliance, and customizations.

9. Feedier: Best for feedback collection with customer incentives

Feedier is a customer intelligence platform designed to help businesses collect, analyze, and act on customer feedback, enhancing user experience and driving growth.

Key Features

• Feedback Centralization: Feedier centralizes all customer feedback in one platform, making it easier to track, manage, and analyze insights from multiple sources.
• Digital Touchpoints: Collect feedback across multiple digital touchpoints, from websites, apps, emails, and social media, to capture a comprehensive view of customer sentiment.
• AI Exploration: Use Feedier’s AI tools to explore feedback patterns and trends, identifying key insights that drive decision-making and product improvements.
• Text Insights: Feedier’s text analytics tools analyze open-ended responses, extracting valuable insights and key themes to guide customer experience strategies.
• Anomalies Detection: The platform detects anomalies in feedback data, flagging any unusual patterns or shifts in sentiment that may indicate underlying issues.
• Autopilot: Automate and collect customer feedback with Autopilot, sending surveys or follow-up messages based on predefined triggers, streamlining your processes.

Pricing

Feedier does not charge based on the number of reports or users. Contact Feedier’s sales team for detailed pricing information.

10. HubSpot feedback tools: Best for teams using HubSpot CRM

HubSpot offers customer feedback software integrated within its Service Hub. This software is designed to help businesses collect, analyze, and act on customer insights directly within the HubSpot CRM platform.

Key Features

• Customizable Surveys: Create tailored surveys using a variety of question types and templates to gather specific customer feedback.
• Pre-Built Feedback Surveys: Use ready-made surveys such as NPS, CSAT, and CES to measure customer loyalty and satisfaction at various touchpoints efficiently.​
• Feedback Dashboards: Monitor and analyze customer feedback through built-in dashboards that display survey scores, sentiment trends, and response volumes, enabling data-driven decision-making. ​
• Team Collaboration: Easily share customer insights across your team, fostering collaboration and ensuring that feedback leads to actionable improvements.

Pricing

HubSpot’s customer feedback tools are part of the Service Hub. Contact their sales team for more information.

11. SurveySparrow: Unified customer experience platform with surveys

SurveySparrow is one of the top customer feedback tools that enables businesses to create engaging, conversational surveys to collect valuable customer feedback.​

Key Features

• Conversational Surveys: Engage users with chat-like surveys, improving interaction and response rates.
• Offline Surveys: Collect feedback without internet access, syncing responses once online.
• Spotchecks: Randomly sample survey responses within the product to ensure data quality and identify trends.
• Multi-lingual Surveys: Create surveys in multiple languages to gather feedback from a global audience.

Pricing

• Free Plan: $0/month; includes basic features like up to 100 monthly responses and limited survey creation tools.
• Basic Plan: Starting at $19/month; includes up to 2,500 responses per month, customizable surveys, and basic reporting.
• Starter Plan: Starting at $49/month; includes 15,000 responses per month, up to 20,000 contacts, and advanced features like scheduling surveys and reports.
• Business Plan: Starting at $149/month; includes 50,000 responses, 200,000 contacts, branding options, and password-protected reports.
• Professional Plan: Starting at $299/month; includes 100,000 responses, 200,000 contacts, custom SMTP, two-factor authentication, and priority support.
• Enterprise: Custom pricing with advanced needs like Single Sign-On (SSO), custom data centers, and global throttling.

12. Zonka Feedback: Best for multi-channel feedback collection

Zonka Feedback is a multi-channel customer feedback platform that allows businesses to collect insights across various touchpoints.​

Key Features

• Multi-Channel Surveys: Distribute surveys via tablets, online, email, and SMS to reach customers on their preferred platforms.
• Feedback analytics: Access immediate insights with real-time reporting and analytics and close the feedback loop with actionable insights.
• Customizable Surveys: Design surveys with various question types, themes, and branding options to suit your business needs. ​
• Offline Feedback Collection: Collect user feedback without internet connectivity and sync responses later.
• Website feedback widgets: Instantly launch concise surveys based on user interactions for real time feedback collection.

Pricing

• Free: $0/month; includes basic features like unlimited surveys with a limit of 100 monthly responses and basic survey analytics.
• Standard: Starting at $19/month; includes 200 responses per month, customizable survey templates, basic integrations, and email support.
• Pro: Starting at $39/month; offers unlimited responses, advanced survey logic, integrations with tools like Zapier and Google Sheets, and real-time reporting and analytics.
• Enterprise: Custom pricing; includes advanced features like custom branding, multiple user roles, enterprise-level security, and dedicated support.

13. Medallia: Best for enterprise SaaS with complex feedback needs

Medallia is an enterprise-grade customer experience management platform designed to handle complex feedback requirements for large organizations.​

Key Features

• Comprehensive Feedback Capture: Medallia allows businesses to gather feedback from various sources, including surveys, chat logs, social reviews, CRM, ERP, and digital experiences, enabling a holistic view of customer sentiment.
• AI & Analytics: Medallia’s AI-driven analytics uncover essential insights from direct and indirect feedback, helping businesses understand evolving customer behavior.
• Enterprise Scalability: Designed for large organizations with complex feedback needs, offering scalability and flexibility in managing customer and employee experiences across multiple channels.

Pricing:
Medallia’s pricing is customized based on the enterprise’s needs. Pricing details are typically shared upon request and tailored to specific requirements.

14. AskNicely: Best for conversational feedback collection at key touchpoints

AskNicely is a customer feedback tool that collects real-time feedback through conversational surveys at critical customer journey touchpoints.​

Key Features

• Empowering Responses: Equips your team to take swift, meaningful actions based on feedback, ensuring prompt resolutions and customer satisfaction.
• NPS & CSAT Assessment: Easily run NPS and CSAT measurement programs, keeping the team aligned with customer satisfaction and providing transparency into customer sentiments.
• NiceAI Insights: Uses generative AI to analyze feedback trends, uncover deeper insights, and provide actionable recommendations that drive real-world improvements in customer experience.

Pricing

• Essentials: Starting at $100/month; includes real-time NPS surveys, basic survey distribution, and reporting tools for small teams.
• Pro: Starting at $300/month; includes advanced features like multiple survey types, automated feedback collection, integrations with CRM systems, and detailed reporting.
• Enterprise: Custom pricing; includes all Pro features plus premium support, custom integrations, advanced analytics, and additional customization options.

15. Fider: Best for collecting feedback and prioritizing product updates

Fider is a feedback management platform that helps businesses collect, organize, and prioritize customer feedback to inform product development.​

Key Features

• Feature Voting: Collect and organize user feedback with a feature voting system, allowing customers to submit, vote, and discuss ideas, helping you prioritize the most valuable requests.
• Multi-Language Support: Collect feedback from a global audience with support for over 10 languages, ensuring accessibility for diverse user groups.
• Open Source: Fider is 100% open-source, offering complete flexibility and transparency for users who want to customize the platform.

Pricing

• Fider Cloud: Starting at $30/month; includes all features like unlimited feedback collection, custom branding, multi-language support, and API access. There’s a 15-day free trial available.

16. BugHerd: Best product feedback software for bug tracking

BugHerd is a visual feedback analysis and user testing tool that simplifies the process of collecting and managing customer feedback related to website issues.​

Key Features

• Design Feedback: Capture feedback on designs, prototypes, images, and PDFs from clients directly within BugHerd, streamlining the review and approval process.
• Client Collaboration: Allow clients and team members to direct feedback to specific design parts, eliminating guesswork and improving communication.
• Online Proofing: Share PDFs and images for group review, enabling clients to select, comment, and approve design assets easily.
• Grouped Deliverables: Share multiple design files or documents in one location for quicker client feedback and approval, bypassing traditional file-sharing methods.
• Figma Integration: Upload Figma designs to BugHerd and collect client feedback, ensuring smooth collaboration from design to execution.
• Actionable Bug Reports: Automatically capture technical data to resolve bugs quickly and efficiently, integrating seamlessly with project management tools.

Pricing

• Starter: Starting at $39/month for 1 project and up to 2 users, includes essential feedback collection and annotations.
• Pro: Starting at $99/month for 5 projects and unlimited users, with added features like integrations and advanced task management.
• Enterprise: Custom pricing for unlimited projects, users, and advanced support options.

Choose the best customer feedback tool

As you can see, many customer feedback tools exist out there. Choosing the right one means evaluating your business needs and ensuring it has everything you need. Sign up for a free Userpilot demo today to learn how we can help you make the most of your customer feedback.

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