Customer feedback has outgrown Excel sheets, and with more data, insights are harder to find. That’s where customer feedback tools come in.
These tools do everything from in-app NPS and CSAT surveys to decoding unstructured data.
But how do you choose? More surveys, better user bandwidth, or AI-powered solutions?
With endless options and limited time, here’s a list of 11 top tools to help you find the right one, plus a quick definition to get you started.
What is a customer feedback software?
A customer feedback software or tool helps brands collect, analyze, and turn customer feedback into practical insights.
Simply put, it helps you find problems and tell you what you should do with the data.
It does this in real-time via surveys both in-app, email, etc. While it does inform you about the feedback, it also helps you understand the why behind the problems. This is thanks to the open-ended responses.
It’s first-hand so you know if the feedback is authentic. To top it all, it helps prioritize issues that are more alarming and affect a large segment of users.
12 Customer Feedback Tools for Faster Insights
1. Blitzllama
Blitzllama is a customer feedback tool with two core offerings, namely:
- Pulse - a suite of feedback collection tools like in-app surveys and link surveys
- Eureka - AI-driven analytics to uncover insights from all customer data sources
It helps you run targeted surveys that record feedback on the go by segmenting users based on cohorts with shared attributes.
It can help product teams save 35+ hours every week with AI that analyzes feedback. This includes your AI survey creator which creates questions that users will love to use.
With this, you can improve your survey response rates by 10x.
Blitzllama takes some of the load off your back by analyzing large volumes of data into easy-to-implement insights. This way you get 60% higher quality feedback.
What does it offer
- Customer Feedback Surveys: NPS, CSAT, CES, and rating surveys to measure customer satisfaction, loyalty, task efficiency, and overall feature quality
- Feedback Categorization: Sentiment, thematic, and emotion analysis to categorize feedback by key topics and user emotions
- Feedback Analysis and Recommendations: Summarizes feedback, detects anomalies, analyzes trends, and provides actionable recommendations
- Custom Visualizations: Custom charts and dashboards for visualizing feedback trends and user behavior
- Data Export Options: Supports data export in formats like CSV for further analysis
- User Segmentation Insights: Segment feedback by cohorts with integrations for targeted insights
Pros
- Offers feedback analytics and feedback collection tools on a single platform
- Compatible with web and mobile surveys
- Offers multilingual support in 14 languages
- Easy-to-use UX and UI that makes it easy to embed in your product
- Blitzllama can process millions of pieces of feedback every month—each piece of sentiment gets tagged in minutes
- Ability to analyze input from various sources including surveys, Play Store, and customer support tickets
- Scores 95% in accuracy in sentiment analysis
- We’re now SOC2 compliant—your data is in safe hands
- Always available support
Cons
- The feedback widget (passive feedback buttons on websites) is not supported yet.
- Support for limited feedback sources, eg. G2 and call transcripts are not supported
Integrations
- Survey Platforms: Google Tag Manager, Web, React Native, Flutter, iOS, and Android
- Feedback sources: Play Store, Appstore, CSVs, surveys, Intercom, Freshchat, Zendesk
- Analytics: Export API, Webhook, Backend Trigger, Zapier, and more.
- Collaboration: Slack
Pricing
- Pulse pricing plans start with a free starter plan and paid plans start at $100/month (capture feedback)
- Eureka pricing plans with a free starter plan and $75/month (analyze feedback)
2. Dovetail
Dovetail is a user and research analysis tool that doubles up as a feedback tool. It helps you collect feedback from surveys, customer interviews, documents, and specifically videos.
It’s an ideal tool for designers, researchers, product managers, and even salespeople. It prides itself on saving you 38+ hours every week by letting AI do the hard work.
What does it offer
- Analyze Sentiment, Themes, and Emotions: Categorize feedback by sentiment, recurring themes, and emotions like happiness or frustration
- Summarizations, Anomalies, Trends, Recommendations, Chatbot: Gain insights with summarized feedback, anomaly detection, trend tracking, actionable recommendations, and chatbot-based feedback collection
- Visualizations, Export Data, Segment/Filter: Analyze data with visual charts, export options, and segmentation/filtering by demographic or feedback type
Pros
- Ideal for researchers and non-researchers to get the job done
- Makes for a research repository backed by drag-and-drop UX
- Life-saver thanks to its tagging feature—centralizes all quotes under one tag
- Facilitates easy collaboration between clients and stakeholders throughout the touchpoints in the customer journey
Cons
- Doesn’t offer feedback collection tools like link surveys, in-app surveys
- Has a steep learning curve and may challenge your existing techniques
- Prone to errors when translating feedback from foreign languages to English
Integrations
Dovetail offers 24 integrations such as Zapier, Zoom, Slack, Productboard, OneDrive, Notion, Atlassian, Asana, and more.
Pricing
Dovetail offers a Free plan and a Professional plan starting at $39 followed by an Enterprise plan with custom pricing.
3. Sprig
Sprig is a customer feedback tool that helps brands build better products via onboarding, nurturing, and retention. It is used by product managers, user researchers, customer experience folks, and engineering teams.
What does it offer
- In-Product Surveys: Allows companies to gather real-time user feedback within their product interface
- Session Replay: Enables teams to watch recordings of user interactions with the product
- Prototype Testing: Facilitates testing of new product concepts and designs before full implementation
- AI-Powered Analysis: Utilizes artificial intelligence to analyze user behavior and sentiment data, generating insights to improve conversion and retention
Pros
- Helps you get immediate feedback via in-product surveys from users right after completing or dropping off workflows
- Heatmaps that help do session replays to identify pain points
- The platform is designed to be user-friendly and easy to use for product teams, researchers, and product designers
- An exceptional support team that helps you with quick resolution
- AI survey creator and templates to design surveys each use
Cons
- Doesn’t offer analytics of external feedback like support conversations, calls, or app store reviews
- Super high pricing—smaller firms can commit to a 12-month plan with just 2 studies per month
- The low resolution of Figma prototypes embedded in recorded tasks, even when designed for desktop
Integrations
- CSV import, Segment, Census, RudderStack, LaunchDarkly, and Optimizely
Pricing
Sprig offers a free plan, a starter plan at $175, and a custom Enterprise plan
4. Survicate
Survicate is a customer feedback and survey platform that can help build, implement, and analyze survey feedback data. They offer tailored solutions for product teams, CX teams, and marketing teams.
What does it offer
- Feedback Collection Channels: Survicate collects feedback via in-app, website, email, SMS, and shareable link surveys
- Survey Types: It includes NPS, CSAT, CES, and rating surveys to gauge loyalty, satisfaction, and ease
- Analytics and Categorization: The platform analyzes feedback by sentiment, themes, and emotions
- Insights and Analysis: Survicate delivers insights through summarizations, anomaly detection, trends, and visualizations, and offers data export and segmentation, plus chatbot integration for enhanced engagement
Pros
- Intuitive UX and UI that make it user-friendly
- Hassle-free integration with internal systems
- Easy branding and customization
- Proactive customer support
Cons
- Partially completed surveys can’t be analyzed with transfer requires support intervention
- Inability to calculate the average conversion rate for multiple surveys with limited data presentation
- Occasional survey launch failure or compulsion to show one response
- Price revisions—features part of a lower plan are moved to the higher tier
- The backend can be slow
- Delay between launching and editing the survey hampers UX
- Integrations with other tools aren’t seamless eg. Hubspot
Integrations
- Offers a wide of integrations including Slack, Asana, Hubspot, Intercom, Trello, Zapier, Airtable, Segment, and Amplitude
Pricing
Survicate offers four monthly pricing plans with the starter plan at $99, $149, $249, and $299.
5. Zonka Feedback
Zonka Feedback is a customer feedback platform helping brands collect product feedback, customer experience, and offline and kiosk surveys. In addition, they collect patient and employee feedback as well.
What does it offer
- Multichannel surveys: In-app surveys, survey links via email, SMS, or social media, website embedding, SMS, email campaigns, and WhatsApp
- Feedback Collection: NPS, CSAT, and CES for ease of interaction, and ratings and reviews for qualitative feedback
- Feedback Analytics and Categorization: Advanced analytics include sentiment analysis, theme detection, and emotion analysis to effectively categorize and understand feedback
- Feedback Insights Tools: Include summarizations of feedback trends, anomaly detection, trend analysis, actionable recommendations, and AI-driven chatbot integration
- Feedback Analysis and Visualization: Visualize data with charts and dashboards, export in formats like CSV, and analyze by segmenting users based on demographics, behavior, and interactions
Pros
- User-friendly interface supported by an intuitive survey builder
- Detailed reporting and analytics to improve product experience
- Multichannel feedback collection—emails, SMS, widgets, mobile apps, and offline surveys
- Customize survey templates to suit one’s needs
Cons
- Outdated user interface
- Slow platform with minor bugs
- Huge learning curve due to multiple features
- Limited customization in terms of colors, fonts, and fewer background options for survey elements
- No undo functionality retrieve accidentally deleted data
Integrations
- API, Slack, Google Sheets, and Mailchimp
Pricing
Zonka Feedback offers 4 monthly pricing plans starting with a free plan, a starter plan at $49, a growth plan for $199, and a custom Enterprise plan
6. CleverTap
CleverTap is primarily an engagement and retention platform that helps collect customer feedback. It’s mainly used by marketers with product teams to track user behavior, segment audiences, and engage customers across in-app, web, and mobile channels.
What does it offer
- Feedback Collection Channels: In-app surveys, links, website surveys, SMS and email campaigns, and WhatsApp for comprehensive feedback collection
- Survey Types: Includes NPS, CSAT, and CES for ease of use, and ratings for quick feedback
- Feedback Analytics: Provides sentiment analysis, emotion categorization, summarization, anomaly detection, improvement recommendations, and chatbot integration for engaging feedback
- Analytics and Analysis: Provides visualizations (charts and dashboards), data export options, and segmentation and filtering to tailor insights
Pros
- Helps you understand the user journey up close
- Easy to use
- Targeted surveying enables you to target specific user segments for feedback based on various factors
- NPS scores and rating prompts allow you to identify satisfied users and encourage them to leave positive app store reviews; It also helps uncover unhappy users before they leave negative reviews
- Quick customer support
Cons
- Offers no feedback analytics capabilities
- Limited feedback collection capabilities eg. no support for most question types, can’t auto stop surveys on receiving a response, no configurations to limit how many times a user gets surveys
Integrations
- Email Platforms: Amazon Simple Email Service, SendGrid, Postmark, Mandrill, Gmail/Google Apps, Generic SMTP
- Attribution: Adjust, Airbridge, AppsFlyer, Branch, Singular
- Customer Data: mParticle, Segment, Rudderstack
- SMS Platforms: Twilio, Exotel, Netcore, MSG91, TextLocal, Nimbus SMS, Plivo, BulkSMS, SMSINDIAHUB
Pricing
CleverTap offers the Essentials at $75(starter plan) with two custom pricing plans
7. Hotjar
Hotjar is a product insights tool that offers surveys and feedback as additional features. It’s widely popular as a heatmap and recording tool used by marketers and product managers alike.
What does it offer
- In-App & Website feedback: Collect feedback through embedded widgets on your website or app; survey links can also be used
- Survey Types: Includes NPS, CSAT, CES, and ratings through feedback widgets
- Analysis Tools: Analyze feedback through sentiment analysis and qualitative theme identification
- Insights and Tracking: View aggregated feedback scores, track sentiment trends, and use insights for product improvements
- Visualization & Data Handling: Visualize feedback with charts, export data for further analysis, and filter feedback by specific criteria
Pros
- Helps with valuable user insights via heatmap, session recordings, and conversion funnels
- Easy to set thanks to Google Tag Manager
- Surveys plus feedback polls make it a potent combo
- Data visualization to easily interpret feedback and trends
Cons
- Doesn’t have support for mobile
- No feedback analytics so can’t get insights from support conversations, etc.
- Many features locked behind high-pricing plans
Integrations
Slack, Microsoft Teams, Google Analytics, JIRA, HubSpot, Zapier, Mixpanel, Amplitude, Rudderstack
Pricing
Hotjar offers four monthly pricing plans starting with the free starter plan, the Plus plan at $32, the Business plan at $80, and the Scale plan at $171.
Don't forget to read In-Depth: Hotjar vs. Blitzllama
8. Pendo
Pendo is an all-in-one product experience tool offering feedback collection, analytics, and insights. It is built for product teams to understand customer needs and improve user experience.
What does it offer
- In-app and multichannel surveys: Allows users to embed surveys and feedback forms in the application with link surveys that are shared on various channels; website feedback widgets and email platform integration to collect feedback
- Feedback surveys: Offers NPS, CSAT, and CES with different rating scales and ratings
- Feedback analysis: Offers basic sentiment analysis for open-ended responses with the ability to identify common themes; the sentiment analysis is limited to identifying emotions to a certain extent
- Analytics: Provides a summary of feedback data with the ability to identify anomalies, trends, and other tools to provide insights
- UI: Access to dashboard charts for visualization with provision to export data and segment filtering options to analyze feedback based on user type, feature usage, and demographics
Pros
- User-friendly interface that helpful to non-technical users
- An integrated product that makes it easy for product managers to run engagement campaigns and behavioral analytics
- Ease of creating and sandbox testing brand guides
Cons
- No feedback analytics so can’t get insights from your Play Store reviews, support conversations, etc.
- Expensive for small businesses
- Outdated resource center
Integrations
- Salesforce, Slack, Qualtrics, Segment, Zapier, Zendesk, Catalyst, JIRA, Webhooks
Pricing
Pendo offers custom pricing for all of its plans
9. Typeform
Typeform is an online form and survey tool with diverse features including quizzes and questionnaires.
What does it offer
- Survey builder: Intuitive survey and form builder with multichannel support including in-app surveys, website forms, email surveys, social media
- Feedback surveys: Offers NPS, CSAT, and CES including open-ended and multiple choice question templates
- Analysis: Offers a summary of responses with basic visualization without sentiment analysis
- Real-time data syncing: Responses are automatically sent to Google Sheets or Excel
Pros
- Very user-friendly interface to create visually appealing surveys
- Chat interface that allows one response at a time
- Interactive surveys supporting images and videos
- Extensive branding
- Mobile responsive
Cons
- No feedback analytics to get insights from your Play Store reviews, support conversations, etc.
- Expensive for small businesses—cost-to-benefit ratio is low
- Need to combine another tool for sentiment analysis
- No restriction on multiple responses by a single user
- Doesn’t store partial responses
Integrations
- Zapier, Slack, Hubspot, JIRA, Zendesk, Chattermill, Intercom
Pricing
- Typeform offers 4 pricing plans with the basic plan starting at $25, the Plus plan at $50, the Business plan at $83
You might want to read In-Depth: Typefrom vs. Blitzllama
10. Chattermill
Chattermill is a customer feedback and analysis tool that offers CX solutions that uncover customer insights. It is used by product teams, support teams, and customer experience teams.
What does it offer
- Product surveys: Chattermill offers in-app surveys including NPS and CSAT to capture customer feedback
- Multichannel feedback: It unifies feedback from 50 channels including online reviews, support tickets, surveys, and chat messages, and breaks it down into insights
- Sentiment analysis: Auto-categorization of comments from surveys, product reviews, support tickets, and social media and detects anomalies
- Prioritization: Prioritize issues based on emerging issues or trends that can identified by proactive real-time reporting
- Analytics: Intelligent filtering options to filter customer segments by date, product, customer type
Pros
- User-friendly interface
- Analyzes large volumes of data and saves time on manual analysis and tagging
- Great tool for collecting VOC data
- Helpful customer support
- Shareability of data
Cons
- Lacks feedback collection and requires external sources
- Creating dashboards can be difficult
- Expensive for smaller firms—advanced features and custom themes available in higher plans
- Accuracy could be an issue since phrasal analysis needs improvement
Integrations
- Intercom, Sprinklr, Medallia, Typeform, Survicate, Salesforce, Slack, Zendesk
Pricing
Chattermill offers custom pricing plans
11. Enterpret
Enterpret is a customer feedback management tool that is purely for analysis. It can analyze unstructured data into meaningful insights from numerous channels.
What does it offer
- Unified Feedback Collection: Aggregates feedback from multiple channels including audio, providing a consolidated view along with flexible metadata and cohorts
- Custom taxonomy: Create a structured taxonomy that groups feedback into categories, uncover underlying reasons, plus important keywords
- Insights: Identifies trends immediately, identifies anomalies, prioritizes issues via dashboard, and finally recognizes sentiments
- Analytics: Custom dashboards that help you identify segments based on requests, problems backed by behavioral data
Pros
- One-stop feedback analytics dashboard for all kinds of feedback
- Customizable AI models that adapts to the growing volume
- Customer-centric product building that takes product requests seriously
Cons
- Doesn’t have feedback collection tools like surveys
- Complex features make it difficult to use for first-timers with no analytics knowledge
Integrations
- Gong, Slack, Salesforce, Mixpanel, Zapier, Webhook, CSV Upload, Zendesk, Play Store, Appstore, Segment, Amplitude, Snowflake, Census
Pricing
Enterpret offers custom pricing
12. UXArmy
UXArmy is an all-in-one user research platform that empowers you to gather in-depth user feedback throughout your product development. With flexible testing options—both moderated and unmoderated—and AI-powered insights, UXArmy makes it easier than ever to understand your users' needs and optimize your designs accordingly.
What Does It Offer
- Flexible Testing Options: Collect feedback with ease using moderated or unmoderated testing, with or without video recording
- Multi-Platform Testing Capabilities: Test on prototypes, live websites, and apps across various platforms
- In-Depth User Interaction Tracking: Access detailed user interaction data through heatmaps, mouse flow, and Figma full-path tracking
- AI-Powered Insights: AI-driven summaries and sentiment analysis for English tests, offering quick and actionable insights
- Customizable Templates: That can be tailored to your specific research needs
- Analysis Space for Smooth Collaboration: Enhance collaboration with team comments, annotations, and highlight reels during analysis
- Support for Local Languages: Conduct tests in local languages to ensure inclusivity and gather diverse user insights
Pros
- All-in-one user testing platform that serves both small and large teams
- Video recordings of user feedback help you understand what users really think
- AI summaries and insights make analyzing results faster and easier
Cons
- Limited AI features, mostly focused on English language tests
- Not designed for one-off surveys or simple feedback collection
Pricing
Pricing is custom and depends on your specific requirements, providing flexibility based on your team's needs and scale
Wrapping Up
Selecting the customer feedback tool is time consuming. Before you consider investing in one, here are a couple of tips that’ll help you.
- Ability to integrate without your existing existing tech stack
- User-friendly to both customers and teams
- Data analysis and reporting features
- Easy customization to brand and specific needs
- Pricing and scalability as your business grows
With these pointers, you’ll come closer to buying the right customer feedback. Yet, if you still are looking for such tools, we recommend signing up for a demo, our team might just be able to help you.
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