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74 Listings in Customer Feedback Available
Qualtrics is an enterprise experience management (XM) platform that helps organizations collect, analyze, and act on feedback across the experiences that matter, customer (CX), employee (EX), product, and brand. At its core is a powerful survey and research engine (CoreXM) with advanced question types, sophisticated logic, and rigorous methodology, but Qualtrics goes far beyond surveys: it captures feedback from many channels, applies AI-driven text and sentiment analytics (Text iQ), and routes insights to the right teams to close the loop with action. The platform is organized into XM suites. Customer Experience gathers and analyzes feedback across the journey with dashboards and automated actions; Employee Experience runs engagement, lifecycle, and 360 programs; and market research and brand tools support studies, panels, and conjoint analysis. Predictive analytics (iQ), role-based dashboards, ticketing/workflow to assign follow-ups, and deep integrations connect Qualtrics to CRM, HR, and communication systems, while its AI increasingly summarizes open-text feedback and recommends actions at scale. Qualtrics serves mid-market and enterprise organizations that run structured experience programs rather than ad-hoc surveys. Pricing is not published and is quote-based, structured by seats, response/contact volume, and the XM modules licensed; real-world contracts commonly range from roughly $25,000 to well over $100,000 per year, with CoreXM as the entry point. It competes with SurveyMonkey (Momentive), Medallia, SAP Qualtrics rivals, and Microsoft/Sprinklr solutions, differentiating on research rigor, XM breadth, and analytics.
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SurveyMonkey (part of Momentive) is one of the most widely used online survey platforms, letting anyone create surveys and forms, distribute them, and analyze responses without special training. A large template library, question types, logic (skip/branching), and customization make it fast to build professional surveys for customer feedback, market research, employee engagement, event feedback, and more, while multiple distribution channels, email, web link, social, and embed, reach respondents wherever they are. The platform pairs ease of use with analysis and scale. Real-time results, filtering and cross-tabulation, sentiment analysis, and exportable reports help teams turn responses into decisions, and features like A/B testing questions, quizzes, and multilingual surveys extend its range. SurveyMonkey also offers audience panels for buying survey responses from target demographics, integrations with tools like Salesforce, HubSpot, and Slack, and AI features that help generate surveys and summarize results. Enterprise plans add SSO, admin controls, and governance. SurveyMonkey serves individuals, teams, and enterprises across marketing, product, HR, and research. Pricing includes a free plan (limited questions/responses), individual plans (Advantage around $39/month and Premier around $139/month, billed annually), and team plans priced per user (Team Advantage around $30 and Team Premier around $92 per user per month, with a three-user minimum), plus Enterprise. It competes with Typeform, Jotform, Qualtrics, Google Forms, and SurveySparrow, differentiating on ubiquity, ease of use, and research features.
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What is Trusted Shops? Trusted Shops is trustmark and reviews software offering a trustmark, buyer protection and reviews solution for European online shops. Based in Cologne, Germany, Trusted Shops helps European online shops work more efficiently and achieve better outcomes. Key features of Trusted Shops Trustmark Buyer protection Shop and product reviews Widgets Analytics and reporting Integrations with Shopify, Magento, Salesforce Commerce Cloud and more Who uses Trusted Shops? Trusted Shops is built for European online shops. It suits teams that want trustmark without spreadsheets and disconnected tools. Why choose Trusted Shops? Compared with alternatives like eKomi, Trusted Shops differentiates on trustmark. Pricing is quote-based and scoped to your usage and team size.
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What is Endorsal? Endorsal is testimonial automation software offering software that automates testimonial and review collection and display. Endorsal helps small businesses work more efficiently and achieve better outcomes. Key features of Endorsal Automated requests Testimonial widgets Review import Campaigns Analytics and reporting Integrations with Shopify, Magento, Salesforce Commerce Cloud and more Who uses Endorsal? Endorsal is built for small businesses. It suits teams that want automated requests without spreadsheets and disconnected tools. Why choose Endorsal? Compared with alternatives like Shapo, Endorsal differentiates on automated requests. Pricing is quote-based and scoped to your usage and team size.
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What is Yelp for Business? Yelp for Business is local business marketing software offering tools for local businesses to manage their Yelp page, respond to reviews, advertise and take requests. Founded in 2004 and based in San Francisco, California, USA, Yelp for Business helps local businesses and restaurants work more efficiently and achieve better outcomes. Key features of Yelp for Business Business page management Review responses Yelp ads Request-a-quote leads Analytics and reporting Integrations with QuickBooks, DoorDash, Uber Eats and more Who uses Yelp for Business? Yelp for Business is built for local businesses and restaurants. It suits teams that want business page management without spreadsheets and disconnected tools. Why choose Yelp for Business? Compared with alternatives like Google Business Profile, Yelp for Business differentiates on business page management. Pricing is quote-based and scoped to your usage and team size.
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What is Fera? Fera is reviews and social proof software offering a product review and social proof app for ecommerce stores. Founded in 2017 and based in Victoria, British Columbia, Canada, Fera helps ecommerce stores work more efficiently and achieve better outcomes. Key features of Fera Photo and video reviews Review requests Social proof widgets Google Shopping Analytics and reporting Integrations with Shopify, BigCommerce, Wix and more Who uses Fera? Fera is built for ecommerce stores. It suits teams that want photo and video reviews without spreadsheets and disconnected tools. Why choose Fera? Compared with alternatives like Judge.me, Fera differentiates on photo and video reviews. Pricing is quote-based and scoped to your usage and team size.
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What is Retently? Retently is NPS and CSAT software offering a customer feedback platform for NPS, CSAT and CES surveys with automation and analytics. Founded in 2014 and based in Chisinau, Moldova, Retently helps SaaS and ecommerce companies work more efficiently and achieve better outcomes. Key features of Retently NPS, CSAT and CES surveys Automated survey campaigns Topic and sentiment tagging CRM integrations Analytics and reporting Integrations with Zendesk, Intercom, Gong and more Who uses Retently? Retently is built for SaaS and ecommerce companies. It suits teams that want NPS, CSAT and CES surveys without spreadsheets and disconnected tools. Why choose Retently? Compared with alternatives like Delighted, Retently differentiates on NPS, CSAT and CES surveys. Pricing is quote-based and scoped to your usage and team size.
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What is Revuze? Revuze is consumer insights from reviews software offering AI consumer insights from ecommerce reviews and social conversations. Based in Israel, Revuze helps CPG and consumer brands work more efficiently and achieve better outcomes. Key features of Revuze Review analysis Competitive benchmarking Product insights Trends Analytics and reporting Integrations with Zendesk, Intercom, Salesforce and more Who uses Revuze? Revuze is built for CPG and consumer brands. It suits teams that want review analysis without spreadsheets and disconnected tools. Why choose Revuze? Compared with alternatives like Yogi, Revuze differentiates on review analysis. Pricing is quote-based and scoped to your usage and team size.
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What is Caplena? Caplena is open-ended feedback analysis software offering AI software for coding and analyzing open-ended survey responses and reviews. Based in Zurich, Switzerland, Caplena helps market researchers and CX teams work more efficiently and achieve better outcomes. Key features of Caplena Automatic coding Theme detection Multilingual analysis Dashboards Analytics and reporting Integrations with Zendesk, Intercom, Salesforce and more Who uses Caplena? Caplena is built for market researchers and CX teams. It suits teams that want automatic coding without spreadsheets and disconnected tools. Why choose Caplena? Compared with alternatives like Thematic, Caplena differentiates on automatic coding. Pricing is quote-based and scoped to your usage and team size.
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What is ResellerRatings? ResellerRatings is merchant reviews software offering a merchant reviews platform for online retailers with Google Seller Ratings. ResellerRatings helps online retailers work more efficiently and achieve better outcomes. Key features of ResellerRatings Merchant reviews Seller ratings Review widgets Customer service Analytics and reporting Integrations with Shopify, WooCommerce, BigCommerce and more Who uses ResellerRatings? ResellerRatings is built for online retailers. It suits teams that want merchant reviews without spreadsheets and disconnected tools. Why choose ResellerRatings? Compared with alternatives like Shopper Approved, ResellerRatings differentiates on merchant reviews. Pricing is quote-based and scoped to your usage and team size.
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What is GatherUp? GatherUp is review and feedback management software offering review generation and customer feedback software for local businesses and agencies. GatherUp helps local businesses and agencies work more efficiently and achieve better outcomes. Key features of GatherUp Review requests NPS surveys Review monitoring Widgets Analytics and reporting Integrations with Google Business Profile, Facebook, Yelp and more Who uses GatherUp? GatherUp is built for local businesses and agencies. It suits teams that want review requests without spreadsheets and disconnected tools. Why choose GatherUp? Compared with alternatives like Grade.us, GatherUp differentiates on review requests. Pricing is quote-based and scoped to your usage and team size.
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Jotform is a long-running, feature-rich online form builder used to create everything from simple contact forms to complex applications: surveys, registrations, order forms, job applications, and approval workflows. Its drag-and-drop editor, thousands of ready-made templates, and huge library of form fields and widgets make it possible to build almost any form without code, which is why it is popular across education, healthcare, nonprofits, and business. Beyond basic forms, Jotform includes conditional logic, payment collection through many gateways, e-signatures, PDF generation, approval workflows, tables and reports to manage submissions, and an app builder to turn forms into simple apps. It has added AI features (an AI form generator and AI agents) to speed up building. Pricing is based primarily on the number of monthly form submissions (with limits on forms and storage), and a free plan makes it easy to start. Jotform suits businesses, educators, nonprofits, and teams that need flexible forms, surveys, and data collection with payments and workflows, especially those wanting breadth and templates over a minimalist tool. Plans run Free (Starter), Bronze, Silver, Gold, and Enterprise, so cost scales with submissions, forms, and storage needs.
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Deployment
Customer feedback software helps organizations collect, analyze, and act on what customers think across surveys, reviews, support interactions, and product usage, turning scattered opinions into a structured signal that guides decisions. This guide explains what customer feedback software is, how it works, the features that matter, and how to choose the right platform.
Customer feedback software helps organizations collect, analyze, and act on what customers think across surveys, reviews, support interactions, and product usage, turning scattered opinions into a structured signal that guides decisions. This guide explains what customer feedback software is, how it works, the features that matter, and how to choose the right platform.
Customer feedback software is a platform for systematically gathering customer opinions and experiences, then analyzing them to understand satisfaction, sentiment, and needs. It captures feedback through surveys (NPS, CSAT, CES), in-app prompts, reviews, support tickets, and other channels, and consolidates it into actionable insight.
The purpose is to replace guesswork and anecdote with a continuous, structured understanding of how customers feel and what they want. Instead of feedback sitting in disconnected inboxes, survey tools, and review sites, the platform centralizes it, quantifies it, and routes it to the teams who can act.
The category spans dedicated survey and experience-management platforms, in-product feedback tools, and review-management solutions, increasingly unified under the banner of customer experience (CX) management. Companies adopt it because experience is a key differentiator, and acting on feedback drives retention, loyalty, and better products.
Feedback is collected at relevant moments through the right channel, a post-purchase survey, an in-app prompt after a key action, an NPS email, or a review request. Responses flow into a central system that scores, categorizes, and analyzes them, often using AI to detect themes and sentiment.
Core components include survey building and distribution, multichannel collection, sentiment and text analytics, dashboards and reporting, alerting, and closed-loop workflows that route issues to owners. Integrations with CRM, support, and product tools connect feedback to customer records and trigger action.
For example, a SaaS company sends an NPS survey after onboarding, automatically tags detractors' comments by theme, alerts the success team to follow up with at-risk accounts, surfaces recurring complaints to product, and tracks whether scores improve after changes ship, closing the loop from feedback to action to outcome.
Tools to create NPS, CSAT, CES, and custom surveys and distribute them via email, in-app, SMS, or web at the right moments. Flexible, well-timed surveys are the primary way structured feedback is captured, and timing strongly affects response quality and rate.
Gathering feedback from surveys, in-app prompts, reviews, support, and social in one place. Consolidating every source gives a complete picture rather than a fragmented one, which is essential for trustworthy insight.
AI analysis of open-ended responses to detect themes, sentiment, and emerging issues at scale. Text analytics turn thousands of comments into quantified, actionable themes that humans couldn't process manually.
Real-time views of scores, trends, and segments for different teams and stakeholders. Clear reporting makes feedback visible and actionable across the organization and tracks whether experience is improving.
Automated alerts and routing so detractors or critical issues reach the right owner for follow-up. Closing the loop, actually responding to and resolving feedback, is what turns measurement into retention and trust.
Connections to CRM, support, and product tools that tie feedback to customer records and trigger action. Integration makes feedback part of the operational workflow rather than a standalone report nobody acts on.
Structured, ongoing feedback replaces guesswork with a clear, current picture of satisfaction, sentiment, and needs.
Identifying and following up with dissatisfied customers before they leave protects revenue and improves retention.
Aggregated feedback reveals what customers actually want, guiding the roadmap toward changes that matter.
Themes and trends pinpoint where experience breaks down, so teams fix root causes rather than react to one-offs.
Shared feedback data gives product, support, and leadership a common, customer-centric basis for decisions.
| Type | Best for | Ideal size | Pros | Limitations |
|---|---|---|---|---|
| NPS & survey platforms | Relationship and transactional survey programs | SMB to enterprise | Easy to deploy, strong benchmarking | Survey-centric; may miss other signals |
| In-product feedback tools | Contextual feedback inside apps and products | SMB to enterprise | High-context, timely signals | Limited to digital product users |
| Experience management (CX) suites | Enterprise-wide voice-of-customer programs | Enterprise | Deep analytics and omnichannel reach | Complex and costly to deploy |
| Review & reputation tools | Collecting and managing public reviews | SMB to enterprise | Builds social proof and local SEO | Focused on public reviews, not deep analytics |
SaaS & Technology: Tech companies use customer feedback software to scale go-to-market motions, align teams, and operate efficiently as they grow.
Manufacturing: Manufacturers apply customer feedback software to manage complex, multi-stakeholder processes across long cycles and distributed operations.
Healthcare: Healthcare and life-sciences organizations use customer feedback software where accuracy, security, and compliance are non-negotiable.
Retail: Retailers use customer feedback software to manage high volumes, personalize engagement, and react quickly to demand.
Financial Services: Banks, insurers, and fintechs rely on customer feedback software for control, auditability, and regulatory compliance.
Education: Institutions and edtech firms use customer feedback software to manage stakeholders and scale programs efficiently.
Real Estate: Real-estate and property teams use customer feedback software to manage long cycles and high-value relationships.
Professional Services: Agencies and consultancies use customer feedback software to deliver client work profitably and forecast accurately.
E-commerce: Online retailers use customer feedback software to unify data across channels and grow customer lifetime value.
Clarify whether you need relationship NPS, transactional CSAT, product feedback, or reviews, the right platform depends on your primary objective.
Ensure the platform captures feedback through the channels and moments that fit your customer journey, from email to in-app to support.
Evaluate text and sentiment analytics, since the ability to turn open-ended comments into themes at scale is what separates insight from raw data.
Confirm the platform supports alerts and workflows to act on feedback, not just collect it, since action drives the value.
Check connections to your CRM, support, and product tools so feedback ties to customer context and triggers follow-up.
Favor tools non-technical teams can use to build surveys and read dashboards, since adoption across teams determines impact.
Look for benchmarks and the ability to segment feedback by customer, product, or journey stage for sharper insight.
Understand how pricing scales with responses, contacts, or features so it remains viable as your program grows.
AI text analytics extract themes, sentiment, and intent from open-ended feedback at scale, surfacing what customers care about without manual tagging.
Predictive models link feedback signals to churn and lifetime value, helping teams prioritize the customers and issues that matter most.
Generative AI summarizes feedback into clear narratives and even drafts personalized responses for closed-loop follow-up.
Expect AI to unify and interpret feedback across every channel into a continuous voice-of-customer signal; prioritize vendors with strong analytics and integrations, since the value is in action, not collection.
Customer feedback software is a platform for systematically collecting, analyzing, and acting on customer opinions and experiences. It gathers feedback through surveys like NPS, CSAT, and CES, in-app prompts, reviews, support interactions, and other channels, then consolidates and analyzes it to reveal satisfaction, sentiment, and needs. The purpose is to replace guesswork with a continuous, structured understanding of how customers feel and what they want, and to route that insight to teams who can act. Modern platforms include survey building, multichannel collection, AI-powered text and sentiment analytics, dashboards, and closed-loop workflows. By turning scattered opinions into an actionable signal, customer feedback software helps organizations reduce churn, improve experience, and build products customers actually want.
Net Promoter Score (NPS) is a widely used loyalty metric based on one question: how likely a customer is to recommend a company or product on a 0–10 scale. Respondents are grouped into promoters (9–10), passives (7–8), and detractors (0–6), and the score is the percentage of promoters minus the percentage of detractors, ranging from -100 to +100. NPS is popular because it's simple, benchmarkable across companies, and correlates with growth. Most platforms pair the score with an open-ended 'why' question whose comments are often more valuable than the number itself. NPS works best as part of a broader feedback program, tracked over time, segmented, and followed up through closed-loop processes, rather than treated as a single vanity number.
These are three common feedback metrics measuring different things. NPS (Net Promoter Score) measures overall loyalty and likelihood to recommend, making it a relationship metric. CSAT (Customer Satisfaction) measures satisfaction with a specific interaction or product, usually on a 1–5 scale, making it transactional. CES (Customer Effort Score) measures how easy it was to accomplish something, such as resolving a support issue, on the premise that low effort drives loyalty. They're complementary: NPS gauges the broad relationship, CSAT checks satisfaction at key touchpoints, and CES pinpoints friction in specific tasks. Good feedback programs use the right metric for each purpose, NPS for relationship tracking, CSAT after transactions, CES after support or onboarding, rather than relying on any one alone.
Closed-loop feedback is the practice of acting on feedback and following up with the customer, rather than just collecting and reporting it. The 'inner loop' is responding to individual feedback, reaching out to a detractor to resolve their issue, while the 'outer loop' is using aggregated feedback to fix systemic problems and improve products and processes. Customer feedback software supports this with alerts that route negative or critical feedback to the right owner, workflows to track follow-up, and analytics to surface recurring themes for systemic action. Closing the loop is what turns feedback from a passive measurement into a driver of retention and trust, because customers who see their feedback acted on feel heard. Collecting feedback without closing the loop wastes the effort and can even frustrate customers.
Feedback software reduces churn primarily by identifying dissatisfied or at-risk customers early and enabling timely follow-up. When a customer gives a low NPS or CSAT score or leaves a negative comment, the system can alert the account or success team to reach out, resolve the issue, and rebuild the relationship before the customer leaves. Beyond individual saves, aggregated feedback reveals the systemic problems driving churn, confusing onboarding, missing features, poor support, so teams can fix root causes and reduce future attrition. Some platforms also link feedback signals to churn prediction. The combination of early warning, closed-loop follow-up, and systemic improvement makes feedback one of the most direct tools for retention, since the customers most likely to leave often tell you why if you listen and act.
Survey fatigue happens when customers are asked for feedback too often or with surveys that are too long, lowering response rates and skewing results toward the very motivated. To avoid it, ask less but better: keep surveys short and focused, trigger them at meaningful moments rather than constantly, and respect frequency limits so the same customer isn't repeatedly surveyed. Use sampling rather than surveying everyone for every interaction, and make sure customers see that feedback leads to action, which sustains willingness to respond. Many platforms include fatigue controls and global frequency caps. The goal is a sustainable feedback program that gathers representative, high-quality responses over time, not one that burns out your customers with constant requests and then suffers declining, biased participation.
AI transforms feedback analysis by processing open-ended responses at scale. Text analytics automatically extract themes, detect sentiment, and identify emerging issues across thousands of comments that no team could read manually, turning unstructured feedback into quantified, actionable insight. AI can also link feedback signals to churn and lifetime value to prioritize the most important customers and issues, and generative AI can summarize feedback into clear narratives and even draft personalized follow-up responses. This shifts teams from drowning in raw comments to acting on synthesized insight. When evaluating platforms, scrutinize the quality of their text analytics, since naive keyword approaches produce misleading themes. Strong AI analytics are increasingly the difference between a feedback program that generates reports and one that drives real decisions and improvements.
The right channels depend on your business and customer journey, but a complete program usually spans several. Email and SMS surveys work for relationship NPS and post-transaction CSAT; in-app or website prompts capture contextual feedback at the moment of an action; support interactions yield CES and satisfaction signals; reviews provide public feedback and social proof; and social media surfaces unsolicited sentiment. Collecting from multiple channels gives a fuller, less biased picture than any single source. The key is to match the channel and timing to the moment, surveying right after a relevant experience while it's fresh, and to consolidate everything into one system so the signals combine rather than fragment. Start with the channels that cover your most important touchpoints and expand from there.
A basic survey tool focuses on creating and distributing surveys and tabulating responses. Customer feedback software is broader: it collects feedback from many channels beyond surveys, applies sentiment and text analytics to understand open-ended responses, provides dashboards and benchmarking, and, crucially, supports closed-loop workflows that route feedback to owners and track action. In other words, a survey tool helps you ask questions, while feedback software helps you build an ongoing program that consolidates, interprets, and acts on customer signals to improve experience and retention. For simple one-off surveys, a survey tool suffices, but for a continuous voice-of-customer program tied to business outcomes, the analytics, integrations, and closed-loop capabilities of dedicated feedback software deliver far more value.
Measuring feedback ROI means linking feedback activity to business outcomes rather than just response counts. Track whether closed-loop follow-up with detractors improves their retention, whether segments with rising NPS or CSAT show higher renewal and expansion, and whether product changes driven by feedback reduce related complaints and churn. Connecting feedback data to your CRM lets you correlate scores with actual revenue, retention, and lifetime value. You can also quantify saved accounts from inner-loop follow-up and reduced support volume from fixing systemic issues. The key is deliberate measurement: establish baselines, tie feedback to outcomes you care about, and report the connection. Programs that demonstrate links between acting on feedback and retention or revenue earn continued investment, while those that only report scores struggle to prove their worth.
Pricing varies with scope and scale. Simple NPS or survey tools start affordably, often priced by responses, contacts, or seats, while enterprise experience-management suites with omnichannel collection, advanced analytics, and closed-loop workflows cost substantially more. Common models charge by survey responses or monthly contacts, by feature tier, or per user, sometimes with separate fees for advanced text analytics. Total cost should include program design, integration with CRM and support tools, and the team time to run closed-loop follow-up. When budgeting, estimate your response volume and required channels and features, then map them to each vendor's model, watching for limits and overages. The right choice balances capability against cost at your scale, since value comes from acting on feedback, not just collecting more of it.
Customer feedback software is used across teams and industries. Customer experience and success teams run NPS and CSAT programs and lead closed-loop follow-up; product teams use feedback to prioritize the roadmap; support teams measure satisfaction and effort after interactions; marketing uses reviews and sentiment for reputation and messaging; and leadership tracks experience trends as a strategic metric. Industries range from SaaS and e-commerce to financial services, healthcare, retail, and hospitality, essentially anywhere customer experience affects retention and growth. Within organizations, it's valuable from startups validating product-market fit to enterprises running large voice-of-customer programs. The common thread is any team that needs to understand and act on what customers think systematically rather than relying on anecdotes, intuition, or the loudest voices in the room.
