13 Best Customer Satisfaction Tools & Software for 2024

Customer satisfaction is the key to success for any business, which is why companies worldwide are leaving no stone unturned to deliver the best possible experience to their customers. In fact, understanding what matters most to your customers empowers you to make meaningful improvements that not only keep them returning but also inspire them to recommend your brand to others.

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. 

The most effective way to understand customer satisfaction is through dedicated software. But with so many customer satisfaction tools available, finding the right fit can be tricky.

In this article, we have shared the best 13 CSAT tools with their key features, pros and cons, and pricing to help you collect customer feedback, address dissatisfaction, and improve the overall customer experience. Let's dive in!

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.
• We've put together a list of customer satisfaction platforms and evaluated them based on their distinct features, cost structures, and ratings across various platforms.
• Some of the 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. Start with a free 14-day trial or schedule a demo to see how it benefits your business.

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.

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: Multi-channel Customer Satisfaction Tool

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.

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.

Top Features

• Gather customer feedback across multiple channels.
• Access pre-built templates to quickly create surveys tailored to your needs.
• 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).
• Collect feedback even without internet connectivity and sync data when the connection is restored.
• Enable anonymous responses for more open, honest feedback.
• Gain insights through detailed reports and analysis tools.
• Engage customers in their preferred language for a personalized experience.
• Connect with native, third-party integrations and APIs for seamless data flow across tools.
• G2 Rating 4.7/5

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.

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.

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.

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: 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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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, this platform can help you make your customers happy, elevate customer service relationships, minimize churn rate, and contribute to revenue growth.

Try Zonka Feedback for the 14-day free trial and get started today!

FAQs

1. What are customer satisfaction tools?
Customer satisfaction tools are platforms designed to measure customer satisfaction by gathering customer data from feedback forms and surveys across different touchpoints. These tools help businesses understand customer satisfaction, enhance product and service quality, and improve interactions.

2. How do customer satisfaction tools measure satisfaction?
These tools measure customer satisfaction by tracking metrics like the Customer Effort Score (CES), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS). By gathering customer data through feedback forms, they provide insights into customer loyalty and overall satisfaction.

3. Can customer satisfaction tools be used across different industries?
Yes, they’re adaptable across industries, offering customizable surveys and workflows that help measure customer satisfaction according to industry-specific needs in areas like retail, healthcare, and hospitality.

4. How does AI improve customer satisfaction tools?
AI enhances these tools by automating insights like sentiment analysis and predictive analytics, which improve understanding of customer satisfaction and allow businesses to respond proactively to emerging trends and feedback.

5. Can customer satisfaction tools integrate with CRM systems?
Yes, most tools offer CRM integration, centralizing customer data to improve follow-ups and relationship management, and enhancing the overall experience by tracking satisfaction metrics directly within the CRM.

6. How do I measure ROI from a customer satisfaction tools?
ROI is measured by tracking improvements in metrics such as the Customer Satisfaction Score (CSAT) and Customer Effort Score (CES). An increase in customer loyalty, reduced churn, and overall growth in customer lifetime value contribute to a positive ROI.

7. How does Customer Satisfaction impact revenue growth?
Improving customer satisfaction leads to increased loyalty, referrals, and reduced churn, directly boosting revenue growth by enhancing customer retention and lowering acquisition costs.

8. What’s the best metric to track for service-based industries?
For service-based industries, the Customer Satisfaction Score (CSAT) is ideal, as it provides direct feedback on specific interactions, helping businesses understand customer satisfaction and identify areas for improvement.