Understanding what people are saying about your brand, both positive and negative, is a necessary part of customer experience management. While it's vital to have a robust help desk ticketing system for addressing customer questions and concerns, it's also crucial to seek out customer feedback from customers who don't contact your support team directly. Customer surveys, feedback forms, and testimonials remain useful tools for measuring customer feedback and identifying areas for improvement.
One of the biggest challenges for customer service teams today is making sense of the incredible amount of available customer data. Research from IBM estimates that 80% of the world's data is unstructured, meaning that it is unorganized and not structured in a pre-defined or standard way. Luckily, there are a ton of useful tools customer service teams can use to take advantage of AI, filters, visualizations, and other technology to streamline the research and analysis process.
To help you find the most useful tools to collect and analyze customer feedback, we've created this list of the 50 best customer feedback tools for customer service teams. This list includes free and paid tools that are among the best options available for conducting quality customer research, along with leading usability testing tools for collecting valuable user feedback. The customer feedback tools below are listed in alphabetical order in the following categories:
- Customer Survey Tools
- Online Review Tools
- Sentiment Analysis Tools
- Social Listening Tools
- Usability Testing Tools
Customer Survey Tools
1. AskNicely
AskNicely is a customer experience platform that includes some excellent features for conducting surveys. The software lets you send simple feedback surveys to customers after each interaction they have with your brand. These surveys will capture important ratings that can be used to identify improvement areas to help make your customer experience truly engaging and effective.
Key Features:
- Real-time coaching feedback for team members
- Automated workflows and notifications
- Integrations with 40+ platforms
Cost: Contact for a quote
Client Heartbeat is a simple customer feedback tool for measuring customer satisfaction. Each personalized survey can be designed using built-in questions, or you can supply your own. The software will automatically analyze past scores and identify any particularly unsatisfied customers to develop an action plan for addressing their issues.
Key Features:
- Industry performance benchmarks
- Display testimonials instantly with a supplied widget
- Integration with CRM software platforms
Cost: $29 - $599/month
3. JotForm
JotForm is an online form builder that can be used to create and publish customer surveys quickly. A free plan is offered with basic features, and you can fully customize the survey designs to match your desired branding. Some of the more advanced features include mobile forms, smart PDF forms, and conditional logic that can be used to display particular messages or questions based on previous answers.
Key Features:
- Conditional logic
- A report builder for advanced data analysis
- Translate forms into 130+ languages
Cost:
- Free - $99/month
- Contact for an Enterprise quote
4. KeySurvey
KeySurvey is a questionnaire tool and completely integrated online survey platform. It's an excellent resource for capturing the voice of the customer, enterprise feedback management, and market research. This software collects all survey responses in a centralized database, and the central dashboard uses easy-to-read charts and graphs to display real-time data based on the most recent responses.
Key Features:
- Multi-channel survey distribution
- Support for offline surveys
- Closed-loop automation and workflows
Cost: Contact for a quote
ProProfs Survey Maker is a popular choice for sharing polls, quizzes, popups, and surveys. Users can access the survey creator for free, and ProProfs uses a “per response” pricing plan, so you only pay for the surveys completed. This platform also supports useful survey formats such as sidebar forms, in-app surveys, and NPS surveys.
Key Features:
- Build NPS surveys
- 100+ free survey templates
- Over 1 million ready-to-use questions
Cost: Free - $0.10/response per month
6. SoGoSurvey
SoGoSurvey is a secure and comprehensive enterprise feedback management platform. There are four main modules, including tools for managing customer experience, employee experience, online surveys, and online quizzes. It's easy to get started with over 50 different survey templates, and each survey can be customized with your preferred survey questions and corporate branding.
Key Features:
- Fully customizable survey templates
- Real-time analytics
- Integrations with over 100 platforms
Cost:
- $25 - $99/month (personal plans)
- Contact for a business quote
7. SurveyGizmo
SurveyGizmo helps companies gather customer data that can help them take meaningful action based on the findings. This software can be integrated with popular platforms, such as Salesforce and HubSpot, creating a cohesive way to engage with your customers and capture feedback directly into your existing systems. Every SurveyGizmo plan offers unlimited surveys, questions, and responses.
Key Features:
- Create self-branded surveys
- Built-in collaboration tools
- Export data in 4 formats
Cost: $25 - $240/month
8. SurveyMonkey
SurveyMonkey is a source for enterprise-grade market research, customer experience, and customer survey solutions. Customer satisfaction surveys are one of the most popular features. Surveys are simple to design, share, and measure. You can also create employee satisfaction surveys, compliance quizzes, and a wide range of other surveys that are tailor-made to your needs.
Key Features:
- In-the-moment user feedback
- Market research surveys
- Extensive personal and business plans
Cost:
- $25 - $75+/user per month (business plans)
- $32 - $99/month (personal plans)
9. Surveyplanet
Surveyplanet is a simple online survey platform that's popular with universities, businesses, and individuals. Many of the tools are included in the free plan, and the user interface is responsive and very easy to navigate. There is support for over twenty different languages, and you can use skip logic to design surveys that will guide users to particular questions based on their ongoing responses.
Key Features:
- 10 customizable survey themes
- Responsive layouts optimized for all devices
- 100+ pre-written question templates
Cost:
- Free - $20/user per month
- Bulk discounts available for additional users
Typeform’s survey maker can be used to design engaging surveys and questionnaires. The free plan makes designing surveys easy with a form builder, and paid plans are available with pricing based upon the number of responses received. Some of the popular survey categories include employee engagement, brand awareness, customer satisfaction, and product feedback.
Key Features:
- Mailchimp and Airtable integrations
- A customized thank you screen
- Team collaboration tools available as an add-on
Cost: Free - $70/month
11. Zoho Survey
Zoho Survey is an online survey provider that's well-suited for businesses of all sizes. The generous free plan offers unlimited surveys, with some limitations on the number of questions and respondents allowed. All surveys are optimized for viewing from any device, and users can select from over 250 pre-built templates covering subjects like customer feedback, marketing, and education.
Key Features:
- A menu of over 25 question types
- Buy responses using research panels
- Secure and private SSL protection
Cost: Free - $89/month
Online Review Tools
12. BirdEye
BirdEye is an online review management program for collecting user reviews, improving online outreach, and connecting with customers. A recent addition to BirdEye is the Interactions feature, which allows companies to contact customers directly through text messages and live chat. This software truly provides a complete picture of your online presence by consolidating feedback from over 150 different review sites.
Key Features:
- Generate review windows to collect feedback
- Feedback from 150+ review sites
- Integration with Google’s private API
Cost: Contact for a quote
13. FeedCheck
FeedCheck is a customer feedback and review monitoring tool that can collect data from a bunch of sites. It offers several useful analytical tools, including data-rich dashboards, advanced reporting, and real-time widgets. All reviews are organized into a single view, and it's easy to create customized alerts for new reviews and message customers directly from the interface.
Key Features:
- Create alerts for new reviews
- Perform detailed competitor analysis
- Respond to customers directly from the platform
Cost: $59 - $129/month
14. NiceJob
NiceJob is a review management tool that can help you get more reviews for your business. The software is easy to set up and connect with existing review sites. It's structured to help increase review volumes and convert more visitors to paying customers. Users can create custom campaign templates to save time and send review invites to prospects by email or SMS text message.
Key Features:
- Facebook reviews and marketing tools
- Connect 10+ review sites
- Website publishing
Cost: $45 - $75/month
15. Podium
Podium is an online reputation management platform that includes a powerful tool for collecting and managing online reviews. With Podium Reviews, you can create a pipeline of new reviews that will help you improve search rankings and create new leads. After integrating this software with your targeted review sites, it is easy to generate review replies and automatically send review invites to customers.
Key Features:
- Comparisons with competitive benchmarks
- Automated review invites
- Comprehensive online reputation reporting
Cost: Contact for a quote
16. Reputation
The Reputation Experience Management (RXM) platform is a single source for managing feedback across the customer journey. Tools are broken down into three major categories: search, sentiment, and action. Some of RXM's key features are competitive analysis, review management, and listing management.
Key Features:
- Receive a reputation score for your business
- Manage individual pages and listings
- Hundreds of third-party integrations
Cost: Contact for a quote
17. ReviewPush
ReviewPush is a multi-location online review monitoring service that connects with Google, Foursquare, Yellow Pages, and many other review sites. It's easy to set up email alerts when new reviews are posted, and your team can respond directly to those reviews from within the email message. You can set up an unlimited number of locations, and the flexible pricing plans are based on the number of independent sites you're monitoring.
Key Features:
- Receive store-by-store rankings
- Multi-level dashboards and reporting
- An integrated review request tool
Cost: Free - $89/location per month
18. Rize
Rize Reviews is a done-for-you online reputation management service that lets you outsource your review development plan. This platform is great for small businesses, independent contractors, and large enterprises, as Rize can scale the offering to match your specific needs. The Rize support team is available at any time with all plans, including unlimited email and text requests.
Key Features:
- Multi-location support
- Customized and in-depth reporting
- A free website review widget
Cost: Contact for a quote
19. ShopperApproved
Shopper Approved helps businesses automate their online review management and increase their influence with buyers. The platform gives you tools that will convert more of your customers into active reviewers – up to 33% of your customer base, in many cases. Shopper Approved also verifies that reviews are authentic, which will improve the quality and trust associated with your online feedback.
Key Features:
- The largest syndication network online
- The lowest Cost-Per-Review (CPR) in the industry
- Collect seller ratings, product reviews, and video reviews
Cost: Contact for a quote
20. Swell
Swell is a customer experience growth platform that helps teams connect with customers, generate reviews, and develop a more extensive online business presence. The intuitive software can be set up in only 30 minutes and have you ready to explore the many features of the program. A WebChat tool makes it easy to communicate directly with customers, and you can also send payment reminders for faster bill processing.
Key Features:
- Message customers directly with WebChat
- Customizable, automated text requests for reviews
- Integration with CRM, POS, and EMR systems
Cost: $199 - $249/year
21. Trustpilot
Trustpilot is one of the most popular sites for collecting, managing, sharing, and analyzing online reviews. The software can automatically generate review invitation emails and send them to customers after a purchase to increase the number of reviews you receive. You can claim your company profile page and perform basic tasks with a free account, and paid plans are available for access to advanced tools such as automated review invitations.
Key Features:
- Share star ratings across 8 TrustBoxes
- Detailed customer analysis
- Automated review invitations
Cost: Free - $199+/month
22. Yext Reviews
Yext Reviews helps you monitor and respond to customer reviews across hundreds of review sources. You'll get notifications when Yext detects a new review and tools for crafting effective responses to acknowledge positive feedback and address negative reviews.
Key Features:
- Monitors reviews across the Knowledge Network
- Schedule updates for new reviews according to your schedule
- Create personalized, on-brand responses to engage customers
Cost: Contact for a quote
Sentiment Analysis Tools
23. Awario
Awario is a brand monitoring and social listening tool for tracking mentions across websites, blogs, and social media platforms. These real-time social insights capture important comments, discussions, and data that you can use to make more informed business decisions. Some of the most useful metrics reported by the Awario analytics feature are mention volumes and sentiment analysis.
Key Features:
- Monitor keywords in any language
- Track sentiment analysis across multiple platforms
- Set up automated email alerts
Cost: $24 - $299/month
24. Brand24
Brand24 is a media monitoring platform that collects brand mentions from popular sources such as social media channels, news sites, forums, podcasts, and review sites. The main user interface is intuitive and can display important information for each project with just a few clicks. Users can also automate sentiment analysis.
Key Features:
- Hashtag tracking and influencer monitoring
- Engage with your audience from the platform
- Automated reporting and KPI tracking
Cost: $49 - $199/month
25. Brandwatch
Brandwatch is a consumer research and brand monitoring tool currently used by over 2,200 major brands, including Walmart and Twitter. The Consumer Research module collects data from over 100 million different sources that can be used to analyze consumer trends, viral topics, and brand mentions. This software also filters through the large majority of data using AI to show you only the most relevant messages.
Key Features:
- A flexible and customizable user interface
- Integrated AI for identifying trends
- Access to over 1.2 trillion posts
Cost: Contact for a quote
26. Clarabridge
Clarabridge is a complete customer experience and digital engagement platform with integrated AI and an innovative text analytics engine. The software analyzes text from popular online sources and creates a complete summary of the conversation content. With immersive charts and extensive data, Clarabridge is a helpful solution for companies that plan to perform comprehensive market research studies.
Key Features:
- Accurate listening using text analytics
- Facilitates quick and timely customer responses
- Omnichannel listening and integration
Cost: Contact for a quote
27. Khoros
Khoros offers a suite of digital tools for optimizing customer care, social community, and marketing activities. The marketing intelligence module uses social data collected from popular sources to help users understand their audience, brand, and competition. This on-demand social listening platform is a valuable tool for gaining more insight into audience interests and how content is performing.
Key Features:
- Customizable dashboards
- Real-time analytics
- Develop competitive benchmarks
Cost: Contact for a quote
28. Mention
Mention is an on-demand social media management and monitoring platform. In addition to monitoring and listening tools, this software also allows users to publish content directly to social media channels. Mention supports all major social channels, including Twitter, Facebook, and Instagram.
Key Features:
- An extensive list of online sources
- Track audience insights
- An editorial calendar for social media scheduling
Cost: Free - $450+/month
29. Repustate
Repustate is a leading provider of sentiment analysis services with some advanced text analysis tools. Repustate uses a combination of techniques, including part-of-speech tagging, lemmatization, and prior polarity analysis. Users can set rules based on these parameters and customize the sentiment engine and sentiment analysis dashboard to best fit their needs.
Key Features:
- Perform scopes or customized analysis
- A flexible and responsive API
- Multilingual sentiment analysis
Cost: Contact for a quote
30. Sentigem
Sentigem is a recognized sentiment analysis engine that can be used on English language documents or text blocks. Visitors can paste text from any source into the box on the main page to receive a basic sentiment analysis, but the real power comes from the API available for commercial use. Companies can sign up with Sentigem and connect this service with various data sources for rapid sentiment analysis to support just about any project.
Key Features:
- Support for English language text from any source
- SHA2 128-bit encryption
- A powerful API
Cost: Contact for a quote
This free sentiment analyzer, developed by Daniel Soper, uses text mining and computational linguistics to approximate a text selection's tone. Users can paste any English-language text into the form and see a real-time approximation of the sentiment from a score of -100 to +100. Negative scores indicate a more serious tone, with positive scores appearing for more positive or enthusiastic sentiment.
Key Features:
- Receive a measurable sentiment score
- Analyze any snippet of English-language text
- Completely free and easy to use
Cost: Free
32. SentiStrength
SentiStrength is an automatic sentiment analysis tool that supports over 15 different languages. Users can run a quick sentiment test from the main page or download a Windows program or Java version. The software rates each piece of text from a scale of -5 (extremely negative) to 5 (extremely positive) and will report both a positive and negative sentiment score so you can detect mixed emotions.
Key Features:
- Human-level sentiment accuracy
- Analyze up to 16,000 social texts per second
- Report binary, trinary, or single scale results
Cost:
- Free
- £1000 for a commercial license
33. Talkwalker
Talkwalker is a social media analytics and monitoring platform for measuring brand health and audience sentiment. Interactive charts make it easy to analyze data and compare your performance to competitors and industry benchmarks. The Quick Search feature can be used to identify trending topics and locate influencers and potential collaborators who share content related to your niche.
Key Features:
- KPI frameworks for accurate data comparison
- Supports 187 languages
- Free personalized demos
Cost:
- $9,600/year
- Contact for corporate or enterprise quotes
Social Listening Tools
34. Agorapulse
Agorapulse is a complete suite of social media monitoring tools suitable for businesses of any size. One of the best ways to utilize the listening tool is by defining parameters to focus your research on specific locations, feeds, or languages. You can also quickly add tags to content for later retrieval and save an unlimited number of custom searches.
Key Features:
- Easily label and bookmark items
- Mobile apps for Android and iOS
- Unlimited saved searches
Cost: $79 - $499/month
35. BrandMentions
BrandMentions is a useful tool for monitoring competitors, websites, and social media feeds. Conducting research with BrandMentions is a straightforward process. You can monitor content on all the critical platforms, including LinkedIn, Foursquare, and Facebook. Comprehensive sentiment analysis provides real-time feedback on the tone of monitored conversations, and you can configure notifications to alert you of any major changes.
Key Features:
- Quick and accurate competitive analysis
- Comprehensive sentiment analysis
- Notifications for new links
Cost: $49 - $299/month
36. Buffer
Buffer offers two distinct social media management programs, Publish and Analyze, that can be combined or used separately. The Analyze module offers social media performance management, reporting, and a detailed analytics dashboard. One useful feature is the ability to compare organic versus paid search results for particular posts to measure your advertising campaign's value.
Key Features:
- Story and post analytics
- Design white-label reports
- Audience demographic data
Cost: $28 - $50/month
Hootsuite Insights is part of the Hootsuite social media management platform and is an excellent tool for navigating web content to identify important trends. The software is powered by Brandwatch and simplifies the consumer research process by automatically analyzing millions of conversations for you. Hootsuite provides a number of intuitive graphs and charts to help you identify the most important findings.
Key Features:
- Filter searches by demographics and locations
- Create and analyze content from one platform
- An intuitive and user-friendly dashboard
Cost: $29 - $599/month
38. Keyhole
Keyhole is a hashtag tracking tool for Twitter, Instagram, and Facebook that provides accurate and real-time data. This software has a professional reporting feature agencies can use to prepare client reports and campaign summaries. Tracking metrics such as reach, engagement, and followers is convenient, with streamlined visuals and easy-to-follow charts.
Key Features:
- Monitor real-time data for campaigns
- Backfill up to 5 years of historical data
- Create unlimited custom PDF reports
Cost: Contact for a quote
39. Socialbakers
Socialbakers is a social listening and intelligence tool for monitoring important behaviors among your audience and the broader markets. With integrated AI, this software can automatically tag and label every post without the need for tedious manual entries. The sentiment analysis will clearly show you positive, negative, and neutral trends among your campaigns based on the number of mentions identified by the program.
Key Features:
- Compare interests of influencers and marketing personas
- Instantly identify important trends
- View clear sentiment trends for each campaign
Cost: $200 - $480/month
40. Social Mention
Social Mention is a social media search engine that can perform detailed sentiment analysis for any searched content. To use it, simply enter any keyword, and the software will search over 80 different sites, including Facebook, Twitter, and YouTube. Data provided by Social Mention will show you the estimated reach of the search term, a sentiment score, and a passion score.
Key Features:
- Data from 80+ social media platforms
- Create daily social media alerts
- API available for personal or commercial use
Cost:
- Free for personal use
- Contact for a commercial quote
41. Social Searcher
Social Searcher provides real-time social media monitoring and a powerful search engine. It uses social analytics to help brands develop actionable insights based on their coverage on social media. Users can track social mentions, view audience insights, and receive immediate email alerts for relevant social media activity.
Key Features:
- Explore popular hashtags
- Sentiment analysis
- Premium brand monitoring
Cost: Free - € 19.49/month
42. Sprout Social
Sprout Social is a complete social media management platform with tools for publishing, listening, engagement, and analytics. After connecting social media feeds, it's easy to monitor them by reviewing relevant industry and brand keywords and hashtags. The software also makes it easy to identify and connect with potential influencers to engage in influencer marketing campaigns.
Key Features:
- Monitor trending themes and keywords
- Automated improvement insights based on listening data
- Performance and conversion-based metrics
Cost: $99 - $249/user per month
43. Tweetreach
Tweetreach is part of Union Metrics, which offers subscriptions that can give you insights into performance and engagement on Twitter, Instagram, and Facebook. Real-time monitoring is possible across all platforms, along with in-depth analytics and reporting. Data such as reach, content performance, and competitive analysis are easy to review and help you make more informed decisions.
Key Features:
- Support for Twitter, Facebook, and Instagram
- Automated insights based on feed activity
- Detailed competitive analysis tools
Cost:
- $49 - $99/user per month
- $199/month for the team plan (up to 5 users)
44. YouScan
YouScan is a powerful social media intelligence platform created for advanced marketing research. Going far beyond traditional social listening tools, YouScan uses visual insights to help users understand more about individual social media posts in the context of overall trends. This program will also monitor text discussions from forums and image files for a truly detailed summary of your online presence.
Key Features:
- Integrated machine learning
- 95% accuracy in sentiment detection
- Numerous integrations with third-party platforms
Cost: $12,000 - $36,000/year
Usability Testing Tools
45. Optimizely
Optimizely is a progressive delivery and experimentation platform that helps teams develop a more user-friendly online presence. Marketers and customer service teams can use Optimizely to personalize campaigns, craft targeted messaging, and test what messaging, imagery, and offers resonate most with their audiences. Optimizely's algorithms are modern, innovative, and capable of providing insightful data summaries and charts.
Key Features:
- UX and API experiments
- Remotely update apps and experiments
- A/B and multi-page testing
Cost: Contact for a quote
46. TryMyUI
TryMyUI offers a comprehensive set of website and user testing tools based on a credit system. The remote user test is the basic offering in which a user analyzes a submitted website as they explore the content, navigation, and features. This testing can be fully customized to meet your needs, and TryMyUI also supports testing for mobile experiences, wireframes and prototypes, and impressions.
Key Features:
- Perform tests with your own users
- Demographic curation
- Quick first impression tests
Cost: $99 - $8000/month
47. Userfeel
Userfeel is an easy-to-use and responsive remote usability and user testing service. Results are shared within 24 hours as a color-coded report that's easy to navigate. You can download all the testing data for later review. Userfeel uses a comprehensive System Usability Score (SUS) that allows you to have a standardized rating and make comparisons between split-tested websites.
Key Features:
- Over 110,000 testers
- Support for over 40 languages
- Run tests on any device
Cost: $59 per credit
48. UserTesting
UserTesting is a customer experience management service that lets you set up tests for prototypes, websites, and apps in minutes. Users can select from three different versions of UserTesting called Insight Core, Product Insight, and Marketing Insight. These offerings are built on the same framework, with tools for audience targeting, live conversations, transcripts, and approval workflows.
Key Features:
- Secure prototype hosting
- Highlight reels
- Integrations with Trello and Slack
Cost: Contact for a quote
49. UXtweak
UXtweak is a UX research platform with excellent tools for usability testing, content optimization, and website navigation design. It's easy to set up task-driven usability studies based on a website or prototype. The RePlay Visitors tool records and replays the entire visitor journey for each person who comes to your website so you can quickly identify those who experienced issues.
Key Features:
- View user heatmaps and statistics
- Unlimited data storage with all plans
- GDPR ready
Cost: Free - 140€+/month
50. Validately
Validately is a comprehensive user testing solution that includes all the basic capabilities you need to conduct well-designed research. Key features include automated reporting, recruiting services, and moderated testing. It's a dedicated testing platform that supports screen sharing, video sharing, and note-taking, all from the centralized user interface.
Key Features:
- Perform testing on desktop and mobile systems
- Support for an unlimited number of testing observers
- Share Insights Reports with stakeholders
Cost: $299 - $999/month
