20 Best Customer Feedback Management Software of 2024

Collecting customer feedback helps businesses get a complete picture of their customer journey. However, it is only through proper measuring and analysis of the feedback that businesses get a better understanding of their customer's needs, anticipate trends, and deliver on their expectations to close the feedback loop. 

And that's where feedback management software comes into the picture.  

Customer feedback management software and platforms help companies gather valuable insights, improve customer satisfaction, and ultimately drive business growth.

This article aims to provide a comprehensive list of the best feedback management software solutions in 2024, highlighting their essential features, benefits, and expert recommendations. Get ready to revolutionize your approach to feedback management!

TL;DR

• Feedback management software is a powerful tool that enables businesses to collect and manage customer feedback from multiple channels. This includes website surveys, email surveys, SMS surveys, offline surveys and kiosks, customer support interactions, and more.
• We've put together a list of leading feedback management platforms, evaluating them based on their distinct features, cost structures, and ratings across various platforms. 
• Some of our top tools include Zonka Feedback, NiceReply, Medallia, SurveyMonkey, and many more.
• In the end, we have also given the top three customer feedback collection and management tools that are largely recommended by industry experts. 
• We have also listed down the top features like user segmentation, multi-platform accessibility, and more that you should definitely look out for when choosing your feedback management platform. 
• Zonka Feedback is a powerful survey software with which you can create custom surveys, distribute them across multiple channels, and manage customer feedback effectively. It offers advanced real-time reports, CX automation, and workflows to help you take the required action. Sign up for a free trial or book a demo with Zonka Feedback. 

Measure Customer Feedback & User Insights 

With Feedback Surveys, understand what customers need and learn ways to delight them.

Top Customer Feedback Management Software in 2024

We’ve curated a list of the top feedback management software solutions in 2024 to guide businesses in identifying the solution that best fits their needs. The following sections will delve into the features and benefits of the best feedback management tools. Exploring these options will enable businesses to make informed decisions and choose the software that helps them to hear the voice of customers and is most aligned with their feedback management objectives.

1. Zonka Feedback

Zonka Feedback is a comprehensive omnichannel feedback collection and analysis system that lets businesses collect and analyze feedback. This tool enables businesses of all scales to measure feedback from their customers, visitors, users, and other target audiences effortlessly. It analyzes the feedback and creates in-depth survey reports and analytics. 

You can collect feedback through various channels like emails, SMS, website, in-product, in-app, QR codes, offline kiosks, and more. It also offers real-time alerts and notifications to help you take instant actions and close the feedback loop. 

Key Features

This feedback management software offers a wide range of features, including:

• Dynamic website and in-product surveys

• Multi-channel feedback management

• Real-time alerts to close feedback loop

• Workflow automation

• Advanced reporting and analytics

• User segmentation and trigger actions

• Compatible with several business applications and platforms like HubSpot, Salesforce, Zendesk, Intercom, and more

• Collect and measure customer satisfaction metrics thourgh CSAT surveys, NPS surveys, CES surveys, and more 

With its comprehensive feature set and flexible pricing options, Zonka Feedback is an excellent choice for businesses looking to enhance their feedback management process and improve satisfaction and experience.

Price: Starts at $49/month. Also offers a free plan.

Free Trial: 7 days free trial available

2. UserVoice

UserVoice is a highly sought-after feedback management software that has gained popularity among businesses of all sizes. With its comprehensive set of features, UserVoice empowers businesses to effectively gather and prioritize customer feedback, interact with customers, monitor feedback progress, and personalize experience, and idea submission.

With these customer feedback tools, businesses can effectively manage feedback and implement improvements based on customer insights, creating a valuable feedback loop.

Key Features:

Here are the key features you get with this tool:

• Gather and prioritize feedback from target audience

• Interact with customers

• Monitor feedback progress

• Personalized customer feedback and idea submission

• In-app feedback widget

• Data aggregation and analysis

Not only does UserVoice assist businesses in understanding their customers’ needs, but it also enables them to track customer satisfaction over time, evaluate the success of their initiatives, provide a straightforward and effective way to gather feedback, and turn feedback into actionable insights. 

Price: Starts at $699/month

Free Trial: 21-day free trial available

3. Survicate

Survicate is a powerful feedback management solution for businesses looking to gather more customer insights and gain a competitive edge in the market. With its user-friendly interface and comprehensive feature set, Survicate enables businesses to collect feedback efficiently and make data-driven decisions to improve their products and services.

Key Features

Survicate offers a wide range of features that make it an ideal choice for businesses seeking an effective feedback management solution. Some of these are:

• Initiating targeted surveys on various website funnels

• Sending out email questionnaires to different customers

• Using digital CX metrics such as NPS, CSAT, CES, and more

• Conversational surveys

• Customizable survey builder

• Various question types

• Survey customization

• Real-time access to reports and responses

• Mobile-friendly forms

• Pre-defined templates

• Data extraction

• Recurring surveys

• Built-in surveys

Overall, Survicate is an excellent choice for businesses seeking an effective feedback management solution. Its comprehensive feature set, ease of use, and ability to gather customer insights make it a valuable tool for businesses looking to improve their products and services based on data-driven decisions. With Survicate, businesses can unlock the power of customer feedback and gain a competitive edge in the market.

Price: Starts at $49/month

Free Trial: No free trial. Free plan with 100 response

4. Qualtrics

Qualtrics is a powerful customer experience software platform. It offers multiple feedback data collection techniques, such as website feedback, email surveys, mobile app surveys, and social feedback. This helps businesses obtain valuable customer, market, and employee insights.

Key Features

Qualtrics comes with advanced features like: 

• Customizable templates
• Advanced targeting mechanisms
• Easy survey setups
• Robust survey creation capabilities

• Artificial Intelligence-based Sentiment Analysis powered by IBM Watson’s Natural Language Processing capabilities, allows businesses to gain deeper insights into customer sentiment and preferences

• Comprehensive feature set

• Suitability for organizations of all sizes

Qualtrics is a top feedback management software choice for businesses looking to enhance their customer experience and optimize their products and services.

Price: Not disclosed

Free Trial: 30-day free trial available

Qualtrics looking too complex and enterprise level for you? Check out the top Qualtrics alternatives that you can switch to. 

5. SurveyMonkey

SurveyMonkey is a CSAT software that is also a well-known feedback management software that enables users to design surveys, gather feedback data, and assess results. Offering a wide range of pre-written questions in its question bank and survey logic features, SurveyMonkey allows businesses to create surveys that accurately capture customer sentiment and provide actionable insights for improving their products and services.

Key Features

In addition to its robust survey creation capabilities, SurveyMonkey also offers the following features:

• Recurring surveys

• Customization options

• Team management

• Integrations and API

• Data control

• Brand control

• Ability to create custom dashboards

These features ensure that businesses have the tools they need to efficiently manage their customer feedback processes and make informed decisions based on the insights gathered.

Price: Starts at $25/month

Free Trial: Information not available. It does offer a free plan with limited features. 

SurveyMonkey might lack the advanced analytics and reports you'd need to manage the feedback from your customers. Check out the top SurveyMonkey alternatives to choose the best fit. 

6. SurveySparrow

SurveySparrow is a comprehensive feedback management software that enables businesses to gather customer insights. By offering an intuitive interface and a wealth of customization options, SurveySparrow allows businesses to tailor their feedback collection methods to their unique needs, ensuring that they gain valuable insights into customer experiences and preferences.

Key Features

SurveySparrow offers a wide range of features, including:

• Conversational surveys

• Customizable survey builder

• Various question types

• Survey customization

• Real-time access to reports and responses

• Mobile-friendly forms

• Pre-defined templates

• Data extraction

• Recurring surveys

• Built-in surveys

With its user-friendly design and plethora of features, SurveySparrow is an excellent choice for businesses seeking an effective feedback management solution to gather customer feedback and insights.

Price: Starts at $19/month

Free Trial: No free trial offered. Free plan with 2500 responses. 

7. AskNicely

AskNicely is a feedback management software that facilitates businesses to collect customer feedback, followed by taking subsequent action. This data collection software has features such as customizable surveys, reporting and analytics, and multi-platform accessibility, AskNicely enables businesses to gather feedback efficiently and make informed decisions based on customer insights.

Key Features

• Seamless data collection
• Great for collecting Net Promoter Score and boosting customer loyalty
• Share feedback across the organization in real-time
• Workflow management and built-in response to close feedback loop

With flexible pricing plans and a range of features designed to improve feedback management, AskNicely is an excellent choice for businesses looking to enhance their customer experience and satisfaction levels.

Price: Need to contact team for custom pricing

Free Trial: No information available

Looking for a tool that lets you capture customer satisfaction and other metrics in addition to customer loyalty? Check out the top AskNicely alternatives that we have covered. 

8. NiceReply

NiceReply is a feedback software service designed to help businesses measure the quality of their customer service. It provides meaningful customer insights and reliable data. With tools that enable businesses to monitor KPIs and generate reports, NiceReply helps companies track customer satisfaction and make informed decisions about how to improve their services.

Key Features

• Measure Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES 2.0)
• CX metrics on a per-agent, team, or company-wide basis
• Track customer engagement
• Automated workflows
• One-click feedback forms

Suitable for businesses of all sizes, NiceReply is an excellent option for companies looking to enhance their process of managing user feedback and driving service improvements.

Price: Starts at $59/month

Free Trial: 14-day free trial available

9. Medallia

By enabling businesses to collect feedback from multiple sources, analyze customer data in a timely manner, and respond to customer responses promptly, Medallia helps companies stay ahead of the curve and continuously improve their products and services. With its powerful features and advantages, Medallia is an optimal choice for businesses seeking to enhance their customer experience management and drive growth.

Key Features

Medallia is a customer experience software platform that offers a range of features, including:

• Feedback management

• Data analysis

• Cross-channel data organization

• Real-time tracking of customer experiences

• Integration with various channels and touchpoints

• Analytics and visualization capabilities

• Customization options

• Generative AI for feedback analysis

With these features, Medallia provides businesses with a comprehensive feedback management tool for enhancing their processes.

Medallia could be too expensive and enterprise-driven for various businesses. You can check out the top Medallia alternatives to find software that fits within your budget and your requirements. 

Price: Starts at $25/month

Free Trial: 14-day free trial available

10. Wootric

Wootric is one of the poplar customer feedback management tools that provides organizations with the tools they need to drive improvement, foster customer-centricity, create custom dashboards, and enrich CRM data with scores and feedback for enhanced customer intelligence. Wootric offers a suite of features, including conversational surveys, a customizable survey builder, various question types, survey customization, real-time access to reports and responses, mobile-friendly forms, pre-defined templates, data extraction, recurring surveys, and built-in surveys.

Key Features

In addition to its robust feature set, Wootric provides businesses with:

• The ability to trigger surveys based on events in their systems of record

• Email and SMS marketing

• Multi-language and multi-channel management

• Data import and export

• Feedback collection

• Analytics

• Closing the feedback loop

With its comprehensive features and benefits, Wootric is an excellent choice for businesses looking to drive improvement, evangelize customer-centricity, and enhance their customer feedback management processes.

Price: Starts at $25/month

Free Trial: 14-day free trial available

Additional Customer Feedback Management Tools to Consider

Although the feedback management software options mentioned earlier rank among the best in 2024, businesses might find it beneficial to explore other solutions. Some additional options include:

• InMoment: It is a customer feedback and analysis tool designed to help businesses gain insights into customer experiences

• Savio: This comprehensive tool helps B2B SaaS Customer Success, Product, and Sales teams to organize and prioritize product feedback and feature requests

• Canny: It helps capture, organize, and measure product feedback to prioritize product development.  

• Qualaroo: It excels in collecting insights through targeted surveys and feedback forms, allowing businesses to make informed decisions based on data.

• Refiner: Helps SaaS and digital products companies get actionable insights from their customers through microsurveys. 

• Sogolytics (SoGoSurvey): This online survey tool offers collaborative feedback management with powerful analytics that informs business decisions.  

• ProProfs Survey Maker: This can be used to deploy multiple survey types and collect feedback from customers across various demographics.

• Feedbackify: It is an easy-to-use software that allows you to create and close feedback loops effectively. 

• GetFeedback: This is an enterprise-level feedback management software that enables businesses to make informed data-driven decisions. 

• Parlor: Known as a powerful user relationship management software, this tool helps capture user feedback and stores it in a centralized dashboard for ease of use. 

Feel like these tools are too complex, or expensive, have fewer features, or have any other reason that's keeping them from serving your purpose? Check out our lists of InMoment alternatives and GetFeedback alternatives to find other tools that can serve your requirements. 

Considering a broad spectrum of feedback management tools and assessing their features and benefits can help businesses find the perfect solution tailored to their needs for effective customer feedback management. Ultimately, the right feedback management software can empower businesses to gain valuable insights, improve customer satisfaction, and drive growth.

Expert Recommendations: Top 3 Feedback Management Software Picks

Experts recommend the following as the top 3 picks for feedback management software:

1. Zonka Feedback: It stands out for its comprehensive survey reports, real-time notifications, and analytics.

2. UserVoice: It is a widely-used solution that enables businesses to gather and prioritize feedback, interact with customers, and monitor feedback progress.

3. Qualtrics: Qualtrics is one of the best tools for collecting, measuring, and acting on customer feedback. Sure, it is a bit pricey and complex, but enterprises or businesses with dedicated CX teams can sure go ahead with it. 

These top 3 selections demonstrate the power and flexibility of feedback management software, providing an array of features and benefits that aid businesses in enhancing customer experience and fostering growth. By considering expert recommendations and evaluating the unique offerings of each software solution, businesses can make an informed decision and choose the best feedback management software that aligns with their needs and goals.

Essential Features of Feedback Management Software

Feedback management software forms a cornerstone of successful digital business strategies by facilitating efficient user feedback collection and management. A customer feedback management tool allows businesses to manage surveys, monitor feedback, and make informed decisions about future projects from a central location, thereby enhancing customer satisfaction.

For feedback management software to be effective, it should encompass key features like:

• Multi-platform accessibility

• Reporting and analytics

• Customizable survey templates

• Effective customer segmentation

Each of these features plays a crucial role in collecting customer feedback, helping businesses gather relevant information, and developing a comprehensive strategy for addressing customer needs and concerns throughout the customer journey.

Multi-Platform Accessibility

Given the variety of platforms through which customers interact with businesses in this digital age, it is critical that feedback management software is accessible across multiple channels. Multi-platform accessibility ensures that businesses can reach a wider customer base and capture diverse feedback, ultimately leading to more accurate and actionable insights.

For example, UserReport is a customer feedback solution that enables users to provide their suggestions on how to enhance a website through feedback forums. By offering a feedback widget and survey widget, UserReport allows businesses to gather feedback across different platforms, ensuring a more comprehensive understanding of user behavior and preferences.

Reporting and Analytics

The effectiveness of a feedback management strategy can be monitored effectively through detailed reports and analytics. By providing a comprehensive method of consolidating feedback data and pinpointing significant impediments and trends, businesses can quickly detect changes in customer satisfaction and address any issues before they escalate.

One such powerful feedback management solution is Survicate, which facilitates businesses in gathering more customer insights and providing an improved customer experience. By offering robust analytics and reporting features, Survicate allows businesses to:

• Track key performance indicators, such as Net Promoter Score (NPS) or Customer Satisfaction (CSAT)

• Measure fluctuations in customer sentiment over time

• Ensure that they stay ahead of the curve and continuously improve their products and services.

Customizable Survey Templates

The use of specific survey templates in feedback management software offers several benefits:

• Streamlines the collection of relevant feedback

• Customizable survey templates allow businesses to tailor their feedback collection methods according to their unique needs

• Ensures that businesses gain valuable insights into customer experiences and preferences

SurveyMonkey, for example, is a voice of customer survey tool that empowers organizations of all sizes to collect feedback through customizable surveys. By offering a wide range of features, including:

• Pre-written questions

• Survey logic

• Customizable design

• Data analysis tools

SurveyMonkey enables businesses to create surveys that accurately capture customer sentiment and provide actionable insights for improving their products and services.

Effective Customer Segmentation

Customer segmentation involves categorizing customers into groups based on attributes like:

• age

• gender

• location

• interests

This method proves crucial in feedback management by enabling companies to target feedback requests to specific customer groups, thereby facilitating a deeper understanding of customer needs and preferences.

Advanced targeting options in feedback management software allow companies to focus on user behavior and actions to prompt surveys, obtaining more precise and pertinent feedback from their customers. For instance, UserReport monitors and documents visitors’ demographic data to gain insight into customer segments, ensuring that businesses can effectively tailor their feedback collection strategies to better understand and address the needs of their customers.

Conclusion

In conclusion, feedback management software is a vital component of any successful digital business strategy, as it enables businesses to effectively collect, manage, and analyze customer feedback. With essential features such as multi-platform accessibility, reporting and analytics, customizable survey templates, and effective customer segmentation, feedback management software can help businesses gain valuable insights, improve user satisfaction, and drive growth.

By exploring the top feedback management software solutions in 2024, such as Zonka Feedback, UserVoice, Survicate, Qualtrics, SurveyMonkey, SurveySparrow, AskNicely, NiceReply, Medallia, and Wootric, as well as considering additional options and expert recommendations, businesses can make an informed decision and choose the best software that aligns with their needs and goals. Ultimately, the right feedback management software can empower businesses to revolutionize their approach to customer feedback management and achieve lasting success.

Frequently Asked Questions

What is the meaning of feedback management?

Feedback management is the practice of collecting customer feedback to identify ways to improve a product or service.

Why is customer feedback management important?

Managing feedback received from your customers is important as it provides insights into customer satisfaction levels, helps identify what to build next, and allows you to build products and services that meet customer needs and preferences. All of this helps reduce customer churn and build loyalty.

What are feedback surveys?

Feedback Surveys are an effective way of measuring customer satisfaction with your product or service. They help to determine how loyal customers are to your business. By collecting customer feedback, you can identify areas of improvement and make changes to better serve your customers. This can help to increase customer loyalty and satisfaction, leading to more sales and

What are some essential features of feedback management software?

Feedback management software provides multi-platform accessibility, reporting and analytics, customizable survey templates, and customer segmentation to give users an effective way of tracking customer feedback.

Can feedback management software integrate with other systems?

Yes, feedback management software can integrate with other systems, such as Google Analytics, Zendesk, Freshdesk, Intercom, and Salesforce.