13 Best Customer Satisfaction Tools & Software for 2025

In 2025, customer satisfaction isn’t just a metric—it’s a make-or-break differentiator. With customers expecting faster resolutions, hyper-personalized experiences, and seamless interactions across channels, businesses are turning to customer satisfaction tools to understand what truly drives loyalty.

By measuring key customer satisfaction metrics like Net Promoter Score (NPS), CSAT Score, and customer effort score, you can understand how your customers feel, know their expectations, and build processes to enhance their overall customer experience. But today’s leading customer satisfaction software goes beyond collecting feedback; it uses AI-powered analytics to uncover emotions, predict churn, and deliver insights that help brands act instantly.

To help you choose the right fit, we’ve curated this list of best customer satisfaction tools and software for 2025, evaluated based on their latest AI features, automation capabilities, integrations, and real-world usability. Whether you want to measure satisfaction in real time, analyze open-ended feedback with AI, or close the feedback loop automatically, these tools are built to elevate your customer experience (CX) from reactive to proactive. So, let's dive in and explore which platform fits your business best.

TL;DR

• Customer satisfaction tools are software applications and solutions designed to measure, analyze, and improve customer satisfaction and overall customer experience.
• These tools help businesses gather feedback and collect customer insights, enabling them to better understand customer sentiments, identify areas for improvement, and enhance the quality of their products, services, and interactions.
• In this updated 2025 article, we’ve curated the best customer satisfaction tools and software after evaluating them on the latest AI capabilities, automation workflows, multi-channel feedback options, integration strength, usability, scalability, and pricing. 
• Some of the most popular customer satisfaction tools include Zonka Feedback, Qualtrics, UserTesting, Nicereply, SurveyLegend, and more. 
• Try Zonka Feedback to collect customer feedback and measure customer satisfaction effectively. Access free feedback form templates for customer satisfaction surveys, analyze results, take action, and close the feedback loop seamlessly. You can schedule a demo to see how it benefits your business.
  

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13 Best Customer Satisfaction Tools for Your Business

Here’s a curated list of the 13 best customer satisfaction tools to help your business gather customer data, understand customer satisfaction, and build lasting loyalty through an enhanced customer experience.

1. Zonka Feedback: Best AI-Powered Customer Satisfaction Platform for Feedback Management

Zonka Feedback is one of the best customer satisfaction platforms that enables businesses to measure key CX metrics like NPS, CES, and CSAT across all customer journey touchpoints. Through this tool, you can create and send surveys through multiple survey channels like email, SMS, website, in-app, etc. to measure customer loyalty and other customer satisfaction metrics. By unifying feedback into a single platform in real time, it helps you analyze qualitative and quantitative feedback, identify friction points and take immediate action to close the feedback loop.

With its ready-to-use customizable survey templates, you can create any type of survey including surveys for various industries and metric surveys like NPS survey, CSAT survey, and CES Survey. With an advanced dashboard, automated workflows, and report options, it's not just a survey tool but a comprehensive solution for meeting customer expectations.

Zonka Feedback also integrates seamlessly into every stage of the customer lifecycle. During onboarding, it helps you collect first impressions and identify friction points early. In the engagement stage, it enables contextual in-app or email surveys to understand feature satisfaction and usability. At support and retention, its automated workflows and instant alerts help customer success teams act proactively on negative feedback, reducing churn. And when customers turn into advocates, Zonka Feedback’s reporting and segmentation capabilities help identify promoters and leverage their loyalty for reviews or referrals.

At the heart of Zonka Feedback lies its latest innovation — AI Feedback Intelligence. Powered by advanced AI sentiment analysis, theme detection, and automatic summarization, it interprets customer responses at scale, uncovering what truly drives satisfaction or dissatisfaction. It goes beyond metrics to identify emotion, urgency, and intent—helping you prioritize action and align teams around real customer needs. The system’s predictive analytics and trend detection capabilities also helps organizations anticipate satisfaction dips, empowering data-backed decisions that enhance customer loyalty and retention. For businesses seeking a 360° customer feedback solution that blends AI intelligence, automation, and human insight, Zonka Feedback is built to deliver results. 

AI Features

• Unified Multi-Source Analysis: Consolidates feedback from surveys, chats, support tickets, and reviews into one AI-powered dashboard.
• Sentiment, Emotion & Intent Detection: Analyzes tone, emotion, and urgency at a sentence level to uncover what truly drives satisfaction or churn.
• Thematic Analysis & Auto-Tagging: Automatically groups feedback into recurring themes and applies smart tags for faster analysis.
• AI Summaries & Predictive Insights: Summarizes trends and forecasts NPS or churn shifts, highlighting areas that need attention.
• AI Translations & Smart Replies: Instantly translates feedback across languages and suggests empathetic, contextual responses.
• Adaptive Learning Models: Continuously improves detection accuracy and contextual understanding with every new response.
• AI-Powered Workflows: Automates next steps — such as routing negative feedback, escalating cases, or launching loyalty campaigns.
• Executive Dashboards: Surfaces sentiment trends, churn risks, and satisfaction drivers by team, product, or location for leadership visibility.

Top Features

• Gather customer feedback across multiple channels.
• Access pre-built templates to quickly create surveys tailored to your needs.
• AI Feedback Intelligence for sentiment analysis, theme detection, and automated summaries.
• Advanced survey logic to create customized survey experiences.
• Receive instant alerts on customer feedback to respond proactively.
• Measure critical metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
• Offline data collection with sync-on-connectivity
• Role-based access controls and user management
• In-depth analytics with dashboards, trend reports, and text analysis
• Enable anonymous responses for more open, honest feedback.
  
• Engage customers in their preferred language for a personalized experience.
• Engage customers in multiple languages for global reach and inclusivity.
• Connect with native, third-party integrations and APIs for seamless data flow across tools.
• G2 Rating 4.6/5

Best For: All types of businesses seeking a comprehensive customer satisfaction solution.

2. Qualtrics: Customer Satisfaction Tool for Large Enterprises

Qualtrics is a unified customer experience platform that focuses on delivering exceptional frontline experiences, building high-performing customer service teams, and creating products that customers love. Businesses use it as a market research tool for gathering and analyzing customer feedback, employee feedback, and collect other types of business-related data. You can survey your customers at the moment across multiple channels and see all your data in real-time on a single platform.

This customer satisfaction tool is known for its easy-to-use interface and powerful features, such as survey creation and distribution, data analysis and visualization, and automated reporting which come in handy in mapping the customer journey.

AI Features

• Omnichannel Discover Analytics: Consolidates feedback from surveys, social, reviews, chats, and call transcripts into one AI-powered view via XM Discover.
• Sentiment, Emotion & Intent Analysis: Uses Clarabridge-derived NLP to detect emotion, effort, and intent across unstructured customer comments.
• Text iQ Thematic Modeling: Automatically clusters open text into topics with recommended themes and tagging for faster CSAT/NPS analysis.
• AI Summaries & Churn Prediction: Generates executive-ready summaries and predicts churn or NPS shifts using Predict iQ deep learning.
• Speech Analytics for Contact Centers: Analyzes call audio and transcripts to surface driver themes, compliance risks, and effort hotspots.
• Role-Based, Executive Dashboards: Delivers driver analysis and risk indicators to leaders and frontline teams with tailored, role-based views. 
  
• AI-Triggered Workflows (xFlow): Routes at-risk feedback, opens tickets, and pushes alerts into systems like ServiceNow and Slack.
• Predictive, Actionable Insights: Combines X-data and O-data to model satisfaction drivers and trigger time-bound retention actions.

Top Features

• Conduct surveys seamlessly on mobile devices, reaching respondents wherever they are.
• Distribute surveys across email, SMS, web, and social media for maximum reach.
• Engage a diverse audience by offering surveys in multiple languages.
• Access over 100 question types and pre-built templates to design surveys quickly and effectively.
• Capture, analyze, and act on feedback with a streamlined closed-loop system.
• Leverage predictive insights to anticipate trends and improve decision-making.
• Connect seamlessly with external platforms for smooth data flow and enhanced functionality
• G2 Rating 4.4/5

Best For: For large enterprises and organizations that require a comprehensive, multi-functional platform for gathering and analyzing customer and employee feedback

If you think Qualtrics is on the higher end of the price point, you can check out Qualtrics alternatives that can be the most value for money among customer satisfaction survey tools.

3. UserTesting: Customer Satisfaction Tool for Real-Time UX Insights

UserTesting is a customer feedback software that focuses on UI, UX research, design, and using product feedback to improve digital experiences. It is used to conduct remote, unmoderated user testing and collects both qualitative and quantitative data to help companies improve their user experience.

The platform offers features such as screen recording, audio feedback, and survey questions, making it easy to capture and analyze user insights.

AI Features

• Omnichannel Research Hub: Centralizes feedback from tasks, tests, videos, and notes in an Insights Hub to analyze experience data end-to-end.
• Sentiment & Intent Analysis: Uses AI/ML to detect sentiment and intent across spoken and written feedback, speeding up CSAT-relevant insight discovery.
• AI Insight Summary: Automatically summarizes key learnings from verbal, text, and behavioral signals to deliver executive-ready takeaways.
• Friction Detection & Path Flows: Highlights moments of struggle and maps interaction paths so teams can pinpoint UX issues driving low satisfaction.
• Multimodal Analysis: Combines screen/video recordings and behavioral cues to surface patterns in what users say and do during tests.
• Benchmarking with QXscore™: Measures and tracks digital experience quality over time to benchmark improvements that influence CSAT/NPS.

Top Features

• Feedback management streamlines collection, organization, and response to user feedback.
• Multi-channel data collection enables gathering insights across web, mobile, email, and more.
• Reporting and analytics provide in-depth insights to track trends and measure performance.
• Customer segmentation allows personalized insights by categorizing users into distinct groups.

• G2 Rating 4.5/5

Best For: Ideal for UX and product teams in mid-sized to large organizations looking to conduct real-time user testing and gather in-depth insights on user experience and interface design.

4. Medallia: A Comprehensive Customer Satisfaction Tool for 360-Degree Feedback

Medallia is a cloud-based experience management platform that helps businesses capture the voice of the customer by engaging with customers via multiple channels like email surveys, social media, web intercepts, mobile in-app feedback, SMS, call, and chat transcripts. The tool enables you to get a 360-degree view of the customers with social media, transcripts, speech analytics, ticketing systems, and digital behavior.

AI Features

• Omnichannel Insights (XM Discover): Unifies surveys, social, reviews, chats, and call transcripts into one AI-powered view for holistic CSAT analysis.
• Sentiment, Emotion & Effort Detection: Applies Medallia AI (Athena) and text analytics to detect emotion, urgency, and effort across unstructured feedback.
• Thematic Analysis & Auto-Tagging: Clusters comments into topics and drivers, accelerating root-cause discovery for CSAT/NPS.
• AI Summaries & Predictive Signals: Produces executive-ready summaries and early warnings for churn or satisfaction dips with prescriptive next actions.
• Speech & Conversation Intelligence: Analyzes call audio/transcripts to surface sentiment, compliance risks, and effort hotspots impacting satisfaction. 
  
• AI-Powered Workflows (Action Intelligence): Routes at-risk feedback, escalates cases, and automates engagement in systems like Slack/ServiceNow.
• Role-Based Executive Dashboards: Delivers driver analysis and risk indicators by product, team, or location for leadership and frontline action.

Top Features

• Engagement tracking monitors user interaction and engagement levels.
• Negative feedback management identifies and addresses issues promptly.
• Reporting and analysis provide detailed insights and performance tracking.
• 360-degree feedback gathers input from multiple sources for a holistic view.
• Activity dashboard centralizes data for easy monitoring and management.
• Action management streamlines follow-up actions on feedback received.
• Question library offers diverse, ready-to-use questions for easy survey creation.
• Pulse surveys collect real-time feedback to gauge experience quality or sentiment digitally.
• G2 Rating 4.4/5

Best For: Large enterprises and hospitality businesses focused on comprehensive customer experience management and brand reputation tracking.

If you think Medallia won't serve your purpose, you can consider Medallia alternatives.

5. Wootric (InMoment): A Customer Satisfaction Tool to Boost Retention and Lifetime Value

Wootric by InMoment is a customer experience platform that businesses use to collect feedback from customers through surveys at critical interactions and identify factors that affect satisfaction. Known for its seamless integration with Salesforce survey tools, Wootric allows feedback to be directly channeled into your CRM, enhancing data accessibility and actionability. This tool focuses on maximizing customer lifetime value and drives customer retention, engagement, and advocacy.

AI Features

• Sentiment & Emotion NLP: Applies machine learning to open-ended comments to detect sentiment and effort drivers behind scores.
• Thematic Clustering & Auto-Tagging: Groups similar feedback into topics to accelerate root-cause discovery and prioritization.
• Predictive Signals (InMoment AI): Uses the XI platform’s predictive layer to surface churn and satisfaction risks from experience data.
• Intent Detection (Lexalytics): Identifies next-best action from language cues—e.g., repurchase vs. churn intent—to guide follow-ups.
• AI-Triggered Workflows: Routes at-risk feedback, opens tickets, and pushes alerts into downstream tools (e.g., Salesforce).

Top Features

• Online surveys, including NPS, CES, and CSAT, measure customer satisfaction and experience.
• Sentiment analysis interprets feedback to gauge customer emotions and opinions.
• Custom dashboards provide a centralized view of key metrics and insights.
• Automated survey triggers streamline feedback collection at crucial touchpoints.
• Closing the feedback loop ensures timely follow-up and resolution on feedback received.
• G2 Rating 4.9/5

Best For: Customer Success teams and small to mid-sized businesses focused on improving customer retention and advocacy through regular feedback collection.

6. Nicereply: Customer Satisfaction Tool for Seamless Ticket Resolution Feedback

Nicereply is a customer satisfaction platform that integrates well with your ticketing system and allows you to send straightforward surveys to gauge customers' ticket resolution experience. As a leading customer satisfaction survey software, Nicereply enables you to create customized one-click feedback and CSAT surveys and trigger them just after a ticket is closed or any action that falls into the criteria set by you.

AI Features

• Trigger-Based CSAT Hub: Centralizes post-resolution and in-signature survey responses with help desk triggers (e.g., Zendesk, Freshdesk, Front) for fast CSAT/CES/NPS collection.
• Lightweight Analytics & Trends: Provides score trends, response histograms, agent/team breakdowns, and exports from the Analytics Overview for simple satisfaction tracking.
• Agent/Team Performance Views: Basic role-oriented insights help operations leads spot low satisfaction by queue or agent and prioritize coaching.
• Note: Public docs and reviews indicate no native NLP sentiment or auto-tagging; teams needing deeper AI often pair Nicereply with external analytics.

Top Features

• Post-resolution surveys gather feedback immediately after issue resolution.
• In-signature surveys collect insights through surveys embedded in email signatures.
• Website popup surveys engage visitors directly on-site.
• Mobile surveys capture feedback on any mobile device.
• URL customization allows branded, personalized survey links.
• Data analysis provides in-depth insights for informed decision-making.
• Email marketing integrates surveys within email campaigns.
• Leaderboard ranks agent performance based on feedback.
• CSAT, NPS, and CES surveys measure customer satisfaction and experience.
• Multichannel distribution reaches audiences across email, web, SMS, and more.

• G2 Rating 4.5/5

Best For: Small to mid-sized businesses looking for simple, effective feedback collection and analysis without extensive customization or advanced reporting.

7. SurveyLegend: Customer Satisfaction Platform with Interactive, Multimedia Surveys

SurveyLegend is another customer satisfaction tool that businesses of all sizes can use to create beautiful and engaging customized surveys, forms, questionnaires, and polls, with its dynamic survey maker, on any device and collect customer feedback.

SurveyLegend allows you to create interactive surveys that include images, videos, smileys & emojis, a 1 to 5 rating scale, and other multimedia elements. This helps to make surveys more engaging and increase survey response rates.

AI Features

• AI-Assisted Question Generation: Enables quick creation of survey questions using AI-powered frameworks to improve relevance and reduce design time.
• Live Analytics & Word Cloud Visualization: Offers real-time analytics and visualisations like word clouds that aid rapid insight from open-ended feedback — supporting semi-automated interpretation of sentiment.
• Thematic Clustering (via pending AI features): While not fully branded as native “auto-tagging” AI, the platform indicates future capability for grouping feedback into themes using AI logic.
• Export-Ready Data for External AI/NLP Workflows: While native AI analytics are modest, SurveyLegend supports robust API/exports so teams can pipe data into external AI/NLP platforms for deeper sentiment, intent, or predictive modelling.
• Note: The vendor acknowledges future/“AI survey” enhancements (e.g., question-generation, automation) though full native AI sentiment and predictive modules remain less mature compared to top-tier CSAT platforms.

Top Features

• Survey and poll management simplifies the creation and distribution of surveys and polls.
• Complaint monitoring tracks and addresses customer complaints effectively.
• Customer segmentation organizes audiences for tailored insights and actions.
• Reporting and analytics deliver data-driven insights to monitor performance.
• Drag and drop operations enable easy survey design and customization.
• Phone voting allows feedback collection via call-in responses.
• Anonymous feedback encourages open, honest responses.

• G2 Rating 4.5/5

Best For: Small to mid-sized businesses and marketers who need an easy-to-use, visually engaging survey tool with customization options.

8. Trustmary: Customer Satisfaction Tool for Capturing Reviews and Building Credibility

Trustmary is a customer satisfaction survey tool that focuses on helping businesses get reviews and testimonials from satisfied customers, and use them as social proof on company websites for marketing purposes. It possesses all the essential features to measure, analyze, and improve customer satisfaction and sharing surveys with customers via emails and text messages.

AI Features

• AI Sentiment Scoring: Uses an AI Score trained on 500k+ multilingual reviews to rate sentiment (0–100) and surface the most impactful testimonials.
• Thematic Analysis & Auto-Tagging: Supports automatic tags on survey forms and categorized feedback views to speed up analysis across large response sets.
• AI Summaries & Action Hints: AI Summary (BETA) condenses large volumes of feedback into overall sentiment, key themes, and actionable suggestions for CX improvements.
• AI-Assisted Reports: Builds shareable, executive-ready reports with AI-assisted insights and renewed/custom reporting options.
• Role-Based Insight Delivery: Custom and pinned review widgets plus report exports (PDF/PNG) help leaders monitor satisfaction drivers and proof points across pages and teams.

Top Features

• Review request and monitoring gathers and tracks customer reviews.

• Question branching personalizes survey paths based on responses.

• Offline response collection captures feedback without internet access.

• Mobile surveys enable feedback collection via smartphones and tablets. Supports audio, video, and image for richer response options.

• URL customization creates branded and personalized survey links.

• Skip logic enhances survey flow by skipping irrelevant questions.

• G2 Rating 4.6/5

Best For: Businesses needing customer feedback system to collect feedback, website integration, and smart survey tools for customer satisfaction.

9. Lumoa: AI-Powered Customer Satisfaction Tool

Lumoa is an intelligent and AI-powered customer satisfaction platform that is fast to implement, easy to use, and helps businesses with its GPT integration, get real-time summaries of what is affecting overall customer satisfaction. It brings all feedback in one place from different channels - surveys, phone calls, chat conversations, and online reviews.

Counted as one of the top customer satisfaction tools, you can use Lumoa to effortlessly manage your online reputation and compare various products, shops, or service lines.

AI Features

• Sentiment, Emotion & Effort Detection: Uses text analytics to classify polarity and emotions by topic/subtopic to reveal drivers of delight or friction.
• Thematic Analysis & Auto-Tagging: Groups open-ended comments into topics and keywords, exposing root causes across large datasets.
• AI Summaries & Predictive Signals: Delivers real-time, shareable summaries and weekly AI reports; GPT-driven analysis highlights impact on KPIs and emerging issues.
• AI Translations & Multilingual Insight: Uses Bing/LLM translation so multilingual feedback can be analyzed in a common language without losing context.
• Adaptive LLM Workflows: Combines Lumoa AI with GPT to refine categorization and clarity of insights beyond vanilla LLM outputs.
• AI-Powered Operations: Returns “reason for contact” and “root cause” in real time from support conversations to speed issue resolution and close the loop.
• Executive Dashboards: Surfaces trends, drivers, and risk signals by product, segment, or location for leadership-ready decision making.

Top Features

• GPT integration enhances surveys with AI-powered insights and responses.
• Survey and poll management simplifies creation and distribution.
• Negative feedback management identifies and resolves issues promptly.
• Multi-channel data collection gathers feedback across multiple platforms.
• Predictive analysis forecasts trends and customer behaviors.
• Text analysis interprets open-ended feedback for deeper insights.
• Customer segmentation enables targeted insights by grouping users.
• Reporting and analytics provide comprehensive data visualization and tracking.

• G2 Rating 4.5/5

Best For: Businesses seeking real-time, AI-driven customer feedback analysis across multiple channels for enhanced satisfaction and reputation management.

10. SmileBack: Customer Satisfaction Tool with Emoji-Based Feedback for MSPs

SmileBack is designed specifically for MSPs and helps you receive instant feedback, optimize your service, and improve your customer experience. It allows you to send customer satisfaction surveys via email or directly within support tickets, making it easy for customers to provide feedback.

One unique feature of SmileBack is its emoji-based feedback system, which allows customers to rate their experience using a series of emojis. This makes the feedback process more engaging and fun for customers and can increase response rates.

AI Features

• Feedback Hub for Help Desks: Centralizes post-ticket CSAT and periodic NPS responses with tight PSA/help-desk integrations (ConnectWise, Autotask, Zendesk, Freshdesk).
• Automated Alerts & Workflows: Pushes notifications to Slack/Teams and updates tickets so ops teams can react quickly to detractor feedback and close the loop. 
  
• Data Pipeline & API Access: Offers a replication/API layer so CSAT/NPS data can feed BI stacks or external AI/NLP tools for deeper sentiment/theming.
• Role-Based Reporting: Surfaces performance views for leaders and technicians to drive coaching and service improvements.
• Note: Official materials emphasize survey, reporting, and workflow features; native AI sentiment/auto-tagging isn’t documented.

Top Features

• CSAT and NPS surveys assess customer satisfaction and loyalty levels.

• Survey and poll management simplifies the design and distribution process.

• Predictive analysis forecasts customer behavior and satisfaction trends.

• Customer segmentation enables targeted insights for different user groups.

• Feedback and negative feedback management quickly identifies and resolves issues.

• Robust analytics and reporting offer comprehensive data insights and performance tracking.

• G2 Rating 4.8/5

Best For: Managed Service Providers (MSPs) seeking a simple, effective tool for instant customer feedback and team performance insights, with easy integration and automated alerts.

11. Sogolytics: All-in-One Customer Satisfaction Tool for Multi-Channel Feedback Management

Sogolytics is a comprehensive survey and experience management platform that businesses use to create professional-looking surveys and collect feedback from customers. It also offers user guides, training, 24/7 assistance, and much more to help you keep the survey data flowing.

With this customer satisfaction survey software, you can share survey responses, collect online feedback, enterprise feedback, feedback on social media, manage customer experience, employee experience, and helpdesk ticketing experience.

AI Features

• Sentiment & Effort Detection: Runs AI-driven sentiment analysis on open-ended text to reveal polarity and effort drivers behind satisfaction.
• Thematic Analysis & Auto-Tagging: Clusters unstructured responses into topics/keywords so teams can spot root causes at scale.
• AI Summaries & Predictive Insights: Uses AI analytics and a VoC engine to generate decision-ready insights and anticipate churn/NPS shifts for proactive CX.
• Adaptive Models (Continuously Trained): Text analysis models are “continuously training” to improve topic and sentiment accuracy over time.
• AI-Powered Workflows: Connects insights into CRM and other systems to trigger follow-ups and close-the-loop actions from real-time feedback.
• Executive Dashboards: Delivers role-ready analytics and reporting across CX products (SogoCX/Core) for leaders to track trends and drivers.

Top Features

• Predictive analytics forecasts trends to optimize customer engagement strategies.

• Email marketing integrates surveys within campaigns for targeted feedback.

• Offline response collection captures data without an internet connection.

• Skip logic and branching create personalized survey paths based on responses.

• Question library offers a wide range of question types for diverse needs.

• Supports audio, video, and images for richer, multimedia feedback.

• Data analysis tools provide in-depth insights from collected responses.

• Customizable dashboard centralizes key metrics for easy monitoring.

• Customer journey mapping visualizes customer interactions across touchpoints.

• Sentiment analysis interprets feedback to gauge customer emotions.

• Key driver analysis identifies factors impacting satisfaction and loyalty.

• G2 Rating 4.5/5

Best For: Businesses needing a user-friendly survey tool with strong customer support.

12. Feedbackly: Customer Satisfaction Tool with Emotional Value Index for Deeper Insights

Feedbackly is a customer satisfaction survey tool that businesses use to uncover customer emotions and find the reasons behind them in order for business leaders to get a better understanding of customer feedback.

Feedbackly specializes in measuring EVI (Emotional Value Index) which is a standardized way of measuring emotional experience in a commercial environment. This tool also has its own marketing and sales platform that helps you improve your sales.

AI Features

• Contextual Sentiment & Emotion Analytics: Feedbackly IQ applies AI to open-text comments to identify sentiment and emotional cues that drive satisfaction or churn.
• EVI® Emotion Modeling: Measures emotional experience with a standardized framework; EVI® is positioned as a KPI with stronger correlation to sales than traditional CX metrics.
• Thematic Analysis & Smart Tagging: AI groups related verbatims into topics and drivers, speeding root-cause discovery across large, unstructured datasets.
• AI Insight Summaries: Surfaces key themes and takeaways from free-text feedback to create decision-ready findings for CX teams.
• Journey-Level Emotion Insights: Links emotions to stages in the customer journey to reveal experience hotspots and growth opportunities. 
  

Top Features

•  Automated data collection streamlines feedback gathering without manual effort.

• Seamless integrations and metadata ensure smooth data flow across platforms.

• Reporting and analytics provide comprehensive insights and performance tracking.

• CSAT and NPS measuring assess customer satisfaction and loyalty effectively.

• Alerts and notifications enable real-time response to key feedback.

• 360-degree actionable feedback offers a complete view for improvement across touchpoints.

• AI/Machine learning enhances data analysis and provides predictive insights.

• G2 Rating 4.3/5

Best For: Businesses focused on understanding customer emotions and requiring a multilingual, multi-channel feedback collection tool.

13. ProProfs Survey Maker: Flexible Customer Satisfaction Tool with Customizable Templates

ProProfs Survey Maker is a versatile customer satisfaction survey tool that offers an easy-to-use interface with customizable templates and a vast library of questions. The tool also offers advanced features like skip logic branching, multilingual support, file upload, and survey re-invites/reminders to enhance the survey-taking experience.

The tool provides real-time reporting, data export, and visualization options. It also offers features like survey scheduling, data segregation, automatic follow-up, and white-labeling/customization options to tailor surveys to match a brand's identity.

AI Features

• AI Survey Builder: Generates survey questions and full surveys with AI to speed setup and improve relevance.
• Instant Analytics & Dashboards: Provides real-time reporting with stats, trends, and visual summaries for faster CSAT/NPS insight.
• Built-In CX Metrics: Supports ready-made NPS surveys and automation so teams can measure loyalty alongside CSAT/CES programs.
• Auto Notifications & Workflow Hooks: Sends response/ticket alerts and connects to other tools via API to trigger follow-ups and close-the-loop actions.
• Executive-Friendly Reporting: Centralizes key metrics and response activity so leaders can monitor satisfaction programs at a glance.

Top Features

• Ready-to-use templates simplify survey creation with pre-built options.
• Customizable surveys allow the personalization of brands.
• Skip logic branching tailors survey paths based on respondent answers.
• Multiple sharing options reach audiences via email, SMS, web, and more.
• Multilingual support engages respondents in their preferred language.
• File upload capability enables respondents to submit documents or images.
• Survey re-invites and reminders boost response rates for higher engagement.
• Powerful reporting and analytics provide in-depth insights and data visualization.

• G2 Rating 4.3/5

Best For: Businesses and educators focused on understanding customer satisfaction through flexible surveys and real-time analytics.

What are Customer Satisfaction Tools?

Customer satisfaction tools are essential software solutions that help businesses truly understand and improve customer happiness. You’ve likely seen these in retail stores and malls—kiosks and tablets that ask about your in-store experience.

These tools don’t just gather feedback—they dig deep into the customer experience at every stage, capturing real-time insights through surveys and feedback forms. Key metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) allow companies to track satisfaction in actionable ways.

With these insights, businesses can uncover what customers love and what’s causing frustration enabling them to make targeted improvements that enhance satisfaction, and loyalty and drive growth.

Why Use Customer Satisfaction Tools?

Customer satisfaction tools are essential for businesses aiming to thrive by improving customer satisfaction and loyalty. By using these tools, companies gain actionable insights that help refine products, services, and support systems, resulting in stronger customer relationships and increased retention. Here are the reasons why you should use customer satisfaction tools:

• Measure Satisfaction Across the Customer Journey: Track satisfaction at each touchpoint to understand and improve the entire customer experience.

• Enhance Customer Insights: Gather detailed feedback on customer preferences and pain points, leading to a better understanding of their needs.

• Improving Customer Service: These tools pinpoint areas for enhancement, from response times to issue resolution, allowing teams to implement CSAT-driven improvements across all departments.

• Turn Unhappy Customers into Satisfied Ones: Convert detractors into promoters by using feedback for targeted follow-ups, addressing concerns effectively to enhance loyalty.

• Boost Retention and Loyalty: Addressing customer pain points fosters stronger relationships, leading to improved satisfaction and higher retention.

• Real-Time Feedback and Action: Capture immediate insights, allowing businesses to act quickly and adapt services to customer demands.

Using customer satisfaction tools enables businesses to identify, prioritize, and address customer needs comprehensively, paving the way for continuous growth and success.

What to Look for in a Customer Satisfaction Tool?

Choosing a customer satisfaction platform is tricky when you have a pool of options available in the market each claiming to be the best. The key is to define your requirements and then ensure that the tool you choose has enough key features to fulfill those needs. Here are some features that you should look for in the customer satisfaction tool:

1. Comprehensive & Easy Survey Creation

What questions you ask in your survey, how your survey looks, and whether it resonates with your customers or not determine how good your survey response rate is. Therefore, it's important to pick the customer survey tools that allows you to create and customize surveys with an easy-to-use survey builder. 

Things you can consider while looking at survey builders include: 

• Can you add your logo, background, and colors?

• Are ready-to-use survey templates available?

• Does it offer the question types you need?

• Can you easily measure NPS, CES, and CSAT?

• Can you create surveys in multiple languages?

• Does it support interactive surveys?

2. Survey Distribution Channels 

Choose a customer satisfaction tool that matches your customers' preferred communication channels.

• For in-person businesses, look for Offline Surveys, Kiosk Survey Apps, and QR Code Surveys.

• Online businesses benefit from eCommerce, website surveys, and in-product surveys.

• For in-app feedback, ensure mobile SDKs are available.

• Email and SMS surveys created with email and SMS survey software work well for remote feedback, including deliveries and check-ins.

Consider tools with in-signature and embedded email surveys. If you're uncertain or anticipate the customer base expanding, opt for a tool with multichannel survey distribution.

3. Real-time Reporting & Analytics 

Real-time feedback reporting and analytics provide instant actionable insights into customer sentiments and the overall customer experience. A good tool offers various report types:

• Real-time reports offer immediate feedback interpretation.

• Filters allow you to refine data by date, questions, locations, and more.

• Trends reports track market trends over time.

• Word/Text analysis reports visually analyze open-ended feedback.

With an effective survey platform, you also get the ability to save and schedule the reports you wish to receive and store them as data like daily, weekly, monthly, or annual reports.

4. Closing the Feedback Loop

Collecting feedback from unhappy customers is just the beginning. It's essential to have a plan for addressing it. When choosing a customer satisfaction tool, ensure it can:

• Add team members.

• Set notifications for at-risk or negative feedback.

• Categorize feedback and run automation.

• Create tasks for team members.

• Auto-respond to customers based on their feedback.

All these capabilities enable you to take instant action on customer feedback and close the feedback loop to enhance customer satisfaction, improve customers' experience, and prevent customer churn.

5. Integration with Other Tools

For a holistic customer view, integrate your customer satisfaction platform with other software like CRM, customer service, and marketing tools. This enables insights for your company's success and sales teams and automates surveys based on touchpoints and workflows. Choose a tool that seamlessly integrates with your existing software stack.

Elevate Your CX With Zonka Feedback Customer Satisfaction Tool

Choosing the right tool involves aligning features and functionality with your specific goals and customer needs. To make an informed choice, consider testing each platform’s free or trial versions—this allows you to assess both functionality and pricing firsthand, ensuring you choose a tool that fits seamlessly into your operations.

In case you remain uncertain about the most suitable CSAT software for your business, consider trying out Zonka Feedback. In addition to enhancing your business processes through its power AI Feedback Intelligence, this platform can also help you make your customers happy, elevate customer service relationships, minimize churn rate, and contribute to revenue growth.

Schedule a demo with our experts to explore more about the tool and get CSAT tool curated for your business.

Enhance Customer Satisfaction Effortlessly

Measure, analyze, and elevate the customer experience. Uncover valuable insights from partial responses and build a smarter, more effective feedback strategy.