Top 22 Customer Feedback Tools You Can Use In 2024

Today, customer feedback has become of utmost importance as it reveals how customers perceive your product, their experience, and pain points. It's like a mirror reflecting areas for improvement to drive product growth and innovation. 

While there are many reliable survey tools out there that allow you to create surveys and collect feedback, choosing the top survey maker could be a hassle.

In this blog, we have covered the best customer feedback tools, evaluating them based on various criteria such as their offerings, key features, limitations of their free plans, and ratings on platforms like G2. Let's dive into the list to find the perfect feedback tool for your needs. 

TL;DR

• Customer feedback tools help businesses understand customer sentiment, identify areas for improvement, measure customer satisfaction, and make data-driven decisions to enhance the overall customer experience.
• Some of the best customer feedback tools include Zonka Feedback, Chisel, Typeform, SurveyMonkey, ProProfs, Survicate, and Alchemer among others, each possessing unique strengths. 
• We have created a list of top customer feedback tools offering insights into their features, pros and cons, user ratings and if they provide free version or just trial.
• Selecting the right feedback tool involves defining your feedback goals, evaluating features, considering budget, assessing ease of use, checking reviews and ratings, and ensuring data security.
• Zonka Feedback is one of the most popular customer feedback tools that lets you capture and close the feedback loop effectively with real-time alerts and digests. You can sign up for the free version or schedule a demo to learn how the tool can help you create targeted surveys. 

Fuel Growth with Customer Feedback

Collect real-time, in-moment feedback at all touchpoints in customer journey and leverage insights to transform the customer experience.

What are Customer Feedback Tools?

To get a grasp on the mechanism behind customer feedback tools, one would need to understand what customer feedback is. Any feedback, information, opinions, or insights that customers provide regarding their experiences with a product, service, or overall interaction with a business is called customer feedback.

It helps businesses understand their customers' perspectives, preferences, and satisfaction levels, which helps businesses make informed decisions to improve and enhance their offerings.

In simple terms, customer feedback tools are simple products that help businesses capture their customer feedback, extract actionable insights from them, and help deliver a more enhanced customer experience.   

💡Customer feedback tools streamline the process of gathering insights from customers at different touchpoints in the customer journey. They unlock valuable insights to improve customer experiences, drive satisfaction, and fuel data-driven business decisions.

With customer feedback tools, you can:

• Collect feedback: This can be done through surveys, in-app feedback buttons, website intercepts, email requests, social media monitoring, and more.
• Analyze feedback: Tools often categorize and analyze feedback using features like sentiment analysis, text analytics, and qualitative coding.
• Provide actionable insights: They summarize and present the feedback in a digestible way, often with dashboards, reports, and actionable recommendations.

While these are some of the key functionalities of a feedback tool, here are some of the benefits that come with using them:

• Get better customer insights: Understand what your customers think and feel.
• Identify areas for improvement: Pinpoint pain points and opportunities to enhance your offerings.
• Make data-driven decisions: Base your strategy on real customer feedback.
• Improve customer satisfaction and measure customer loyalty: Address concerns and provide a better experience.
• Track progress over time: Measure the impact of changes and initiatives.

Best Customer Feedback Tools at a Glance

Let us look at the comparison of the best free customer feedback tools and their key features for a quick overview:

Top Customer Feedback Tools you can use

A quick search in Google, and one can find tons of free feedback tools offering unlimited features and capabilities for businesses of all scales. But only some are there that let you create and send targeted surveys and gather feedback. And that's what we've covered below. Let's have a look at them.

1. Zonka Feedback

Zonka Feedback is one of the most helpful customer feedback software which is designed for customer-centric businesses, both small and large scale. It is an omnichannel customer feedback platform that enables seeking feedback, looping in the team, and closing the feedback loop – all on the same platform.

Its AI features including text and sentiment analysis help you analyze the sentiments in your feedback whether you are collecting guest satisfaction feedback, employee feedback, product feedback, facilities feedback, or any other.

Zonka Feedback goes beyond measuring feedback across the standard metrics NPS, CSAT, and CES. You can create short as well as long surveys based on the feedback platform and customer touchpoints. 

You can use this customer feedback tool to add a rating scale, MCQs, and even open-ended survey questions to collect qualitative feedback.

Key Features

• Collect feedback through various channels such as email, SMS, website, and kiosks and more for customers to provide their input

• Use the code-free survey builder or choose from 100+ templates with 30+ question types including MCQs, rating scales, emoji scales, etc.

• Create customizable surveys with images, videos, GIFs, and more

• Utilize a free website feedback widget, including popup surveys, feedback buttons, polls, etc.

• Leverage multilingual surveys to cater to diverse audiences across the globe

• Analyze feedback with tools like sentiment analysis, text analysis, and thematic analysis

• Get detailed reports and analytics, including real-time dashboards, trend analysis, and drill-down reports, to visualize feedback data

• Automate task assignments based on responses for streamlined processes by team members

• Receive real-time notifications to stay updated on feedback responses and follow up with customers to close the feedback loop

Below is a free market research product survey questionnaire that allows customers to share feedback on the product quality, innovation, requirements at the moment, and value for money. It also consists of an NPS rating scale to let participants share their likeliness of recommending your brand.

Similar to this, you can find tons of other survey templates when you start using Zonka Feedback as your customer feedback tool for collecting start collecting actionable insights. 

Pros 

• Versatile survey distribution channels like SMS, email, website, offline, kiosk, and more
• Easy-to-use intuitive interface
• Real-time data collection with immediate feedback and response tracking
• AI-powered features like text analytics, sentiment analysis and workflow automation
• Wide range of survey templates with question types
• Data security with ISO 27001:2022 certification
  

Cons

The feedback tool may not integrate with every software out there but the team can build custom integrations to fit your specific needs

Rating

4.8

Free Option

Lifetime free customer feedback version is available

A free trial for paid plans is also available for 14 days

2. Chisel

Chisel is one of the most innovative customer feedback software today. Being the top-notch product management tool, Chisel knows that customer feedback analysis is the only path to your success. 

In addition to providing an exclusive Product Feedback Pillar, Chisel has also incorporated the transformative capabilities of artificial intelligence, aiming to redefine how companies engage with and comprehend the insights from their customers. 

Key Features

• Idea Box, is a central repository to organize all user ideas in one place. 
• Auto-labeling with AI for streamlined ticket organization
• Feedback Portal to save and manage customer feedback with just a single link.
• Build surveys from scratch or use templates
• Tailor audience panels as needed
• Roadmap prioritization based on user feedback

Pros 

• AI-powered organization through auto-labeling 
• Centralized user feedback through Idea Box 
• Translates feedback into actionable roadmaps by connecting feedback to specific features

Cons

• Occasional lag times within the platform
• It lacks features for specific use cases 

Rating

4.9/5

Free Option

Chisel offers a free forever version. You can also enjoy a ‘Premium’ trial that lasts for 15 days and has no subscription charges.

3. TypeForm

TypeForm has to be one of the most interactive and best customer feedback tools if you are looking for surveys that engage your target audience. You can embed images, videos, icons, etc, in your survey forms. Moreover, you can create unique survey flows and tones in order to capture the most relevant customer feedback.

TypeForm also allows you to accept payment through its free customer feedback app. You can also schedule your surveys if you wish to clearly define a process.

Key Features

Here are the main features offered by TypeForm:

• Unlimited surveys with 10 questions and 10 responses per month
• Skip logic and hidden fields
• Templates
• Downloadable survey data
• Integration with business tools like Zapier, Slack, Mailchimp, HubSpot, etc.

Pros 

• Visually appealing surveys

• Advanced features like survey logic and AI integration

• Seamless integration with other tools

Cons

• Limited customization for branding needs

• Fewer options for highly structured questionnaires

Rating

4.7

Free Option

Lifetime Free Account Available

4. forms.app

forms.app is one of the easy-to-use customer feedback tools that help you to create surveys, forms, quizzes, and questionnaires quickly, thanks to its pre-made templates and AI form generator.

It offers a variety of free features, including signature collection, payment acceptance, conditional questions, quiz creation with auto calculations, workflow automation, and advanced customization options.

Key Features

Here are the main features offered by forms.app:

• AI form generator
• +500 third-party integrations
• Various customization options
• Advanced data analytics and reports
• Accessible from everywhere thanks to its mobile application

Pros 

• User-friendly interface
• Customizable forms
• Responsive design
• Integrations with popular platforms

Cons

• Limited features in free version
• Basic analytics
• Less advanced customization options

Rating

4.5

Free Option

Free forever plan available 

5. QuestionPro

QuestionPro is a community feedback tool that manages all kinds of feedback through a centralized customer feedback platform. You can collect the most accurate customer feedback data – both qualitative and quantitative – with the help of its branching feature.

You can also customize your surveys with your brand theme to improve brand recall.

Key Features

Here are the primary features you can enjoy with the QuestionPro free customer feedback tool:

• Unlimited free surveys with up to 300 responses per survey
• Access to 1 member
• 30+ question types
• Customized surveys for branding
• Skip logic
• Integration with Google Sheets
• Export feedback to CSV and XLS

Pros 

• Extensive design customization options, including accessible themes
• Comprehensive analytics for in-depth insights

Cons

• Experience delays or slow loading times when switching between features or applying filters to data
• May not be cost-effective for smaller organizations

Rating

4.7

Free Option

Free Customer Feedback Platform Version Available

6. SoGoSurvey

SoGoSurvey is among the top free customer feedback tools ideal for businesses of all sizes. So, if you’re using SoGoSurvey for your small business, you can continue using it even after you expand. The tool is known for its short learning curve.

However, you cannot access integration benefits with the free plan. 

Key Features

Here are the main features offered by SoGoSurvey:

• Template bank with customizable reports
• Social media sharing
• One-click reports
• Built-in data analytics (Predictive Analytics)
• SSL encryption

Pros 

• User-friendly interface to create and deploy surveys
• Conditional logic to personalize survey experience
• Multilingual surveys to reach a wider audience

Cons

Rating

4.7/5

Free Option

Lifetime Free Plan Available with this customer feedback tool

7. Qualaroo (now Proprofs)

Qualaroo is a powerful online survey tool that helps you collect feedback from your target audience. It is designed to make survey creation easy and supports multi-channel targeting.

You can create hidden survey Nudges™ for your website, mobile app, Android Survey App and SaaS product to collect in-the-moment feedback from the target audience. You can also launch surveys in your prototypes to collect feedback during development.

Qualaroo also has a powerful AI-based sentiment analysis engine that analyzes the customer feedback data in minutes to share the sentiments behind the feedback.

It can help save time and allow you to focus on closing the feedback loop rather than picking valuable insights manually.

Key Features

• Visual builder to design various online survey types.
• Pre-built survey templates and 12+ question types to create surveys in minutes.
• Skip and branching logic
• Survey customization, rebranding, and white-labeling. 
• Support for 70+ languages.
• Built-in advanced targeting options to trigger surveys at a specific time, under particular conditions.
• Visual NPS dashboard and automatic NPS calculation
• Advanced reporting section.
• Integration with tools like Slack, Hubspot, etc.

Pros 

• Multiple feedback channels including pop-up surveys, NPS surveys, on-site polls, etc.
• Advanced targeting based on behavior, demographics, etc.
• AI-Powered sentiment analysis
• Advanced reporting and analytics

Cons

• The click-to-edit interface can be limiting for rearranging question order or complex layouts
• Might not be cost-effective for smaller organizations

Rating

4.4

Free Version

Free version and free trial is available for 15 days with this customer feedback tool

8. SurveyMonkey

SurveyMonkey is one of the best customer feedback tools out there that doubles as the voice of customer survey tool as well. You can use SurveyMonkey's free customer feedback platform with some limited features. However, the tool is excellent when it comes to data management.

For example, you can access all your survey data on a single dashboard and analyze it with the help of graphs and charts.

Moreover, it is one of the easiest free customer feedback tools since it allows creating surveys without any coding required.

Key Features

Here are some of the primary features offered by SurveyMonkey:

• Up to 3 team members and 10 questions per survey
• 40+ short survey templates
• Real-time notifications
• 1 survey report filter

Pros 

• Wide customization option to design surveys that match your brand 

• Variety of survey-sharing options

• Ability to get responses from outside of your existing audience 

Cons

• Lacks visual logic map 
• Limitation for personalization for complex surveys

Rating

4.6

Free Version

Lifetime Free Customer Feedback Version Available

9. HubSpot

HubSpot Service Hub is an all-in-one customer service solution with excellent feedback management functionalities. The customer feedback tool allows you to set up CSAT, NPS, and CES surveys through numerous customizable templates, but you also have the option to create your own feedback surveys from scratch. 

You can deploy feedback forms via web links and email while you can monitor key metrics, like satisfaction scores, total form views, and responses through an intuitive dashboard.

Key Features

Here are some of the primary features offered by HubSpot Service Hub:

• Access to numerous integrations through HubSpot’s App Marketplace
• Access to an ample set of other customer service features
• Monitor survey results in real-time
• Customizable templates
• Automated surveys

Pros 

• You can handle social media customer service through HubSpot’s social media tools

• Easy-to-digest analytics dashboards

• Highly intuitive interface 

Cons

• Large pricing differences between paid plans make scalability a challenge

Rating

4.4

Free Version

HubSpot Service Hub does not offer a free version

10. Formsite

Formsite is a simple and best customer feedback tool for small businesses that allows creating of professional HTML survey forms. However, you can simply drag and drop to create your surveys from scratch or use readymade survey templates. You can also customize your surveys to match your branding theme.

You can share Formsite customer surveys through email or a link, or you can also directly embed customer surveys into your website.

Key Features

Here are the top features offered by Formsite:

• 5 surveys
• 10 responses per survey
• 100+ customizable templates
• Survey branding
• Real-time email notifications or alerts

Pros 

• Drag-and-drop interface makes building forms and surveys simple
• Cost-effective solution compared to custom development.
• Secure submissions with SSL/TLS encryption and compliance with HIPAA and GDPR

Cons

•  Might not have all features for highly specialized use cases 
• Some users report occasional lag times within the platform

Rating

4.5

Free Option

14-Day Free Trial Available with Formsite customer feedback tool

11. Alchemer

Alchemer is one of the well-established free customer feedback tools that small businesses can use for their voice of customer surveys. There are several free templates available that you can customize to achieve your purpose and create unlimited surveys.

There is, however, a disadvantage of using the free version of Alchemer. You cannot download your old reports and data.

Also, you will be able to only view the recent 12 hours of data.

Key Features

Here are the primary Alchemer features:

• Up to 5 contacts in email surveys
• API - 60 requests per minute
• Survey sharing through links and other platforms

Pros 

• Advanced customization options
• Comprehensive survey features
• Robust reporting and analytics
• Excellent customer support

Cons

• Higher pricing tiers
• Some users find the interface overwhelming
• Limited design flexibility

Rating

4.5

Free Option

Lifetime Free Account Available

12. ProProfs Survey Maker

If you want to design engaging surveys to gather real-time customer feedback, then ProProfs Survey Maker is the best option. The free customer feedback tool offers free 100+ ready-to-use survey templates that you can customize using colors, fonts, and your brand logo designs to create a fully personalized experience.

You can share surveys via email or social media or embed them directly on your website using feedback widgets to collect customer feedback from customer survey tools like this. 

Key Features

• Unlimited surveys with up to 10 responses
• Library of ready-to-use questions
• Integrations with WordPress, Salesforce, and Zendesk
• Skip Logic
• 20+ question types
• Advanced reporting with intelligent analytics

Pros 

• User-friendly interface with drag-and-drop functionality
• Wide range of question types
• Customizable templates

Cons

• Limited customization compared to high-end tools
• Basic analytics features

Rating

4.8

Free Option

Lifetime Free Version Available

13. Survicate

Survicate is your all-in-one customer feedback tool designed to empower businesses with valuable insights into their customers' thoughts and opinions. With this free feedback tool, you can unlock the potential to understand, engage, and improve your customer experience like never before.

This customer feedback platform comes with an intuitive interface, integrations with popular business tools, and affordable pricing plans. 

Key Features

• Drag and drop builder to create custom surveys effortlessly
• Multiple ways to collect customer feedback collection through email, on your website, within your app, or via social media
• Advanced targeting and user segmentation options to send targeted surveys at the right moment and to the right audience
• Unobtrusive feedback widgets to engage visitors in real-time
• Set up automated follow-ups, alerts, and notifications

Pros 

• Customization options for brand consistency
• Supports surveys in multiple languages 
• Collaboration features

Cons

• Occasional lag within the platform's backend
• Fewer integrations compared to competitors

Rating

4.7

Free Option

Offers free version for lifetime with limited features

14. SurveySparrow

SurveySparrow is a dynamic customer feedback tool that offers unique and interactive survey experiences. With its conversational interface, SurveySparrow allows you to engage your target audience in a more personalized and conversational manner and collect customer feedback.

You can create surveys that feel like natural conversations, making it easier for participants to provide valuable feedback.

You can use this free customer feedback app to take your feedback to the next level by creating engaging and interactive surveys that capture valuable insights. Whether you're looking to collect feedback on your products, services, or overall customer experience, SurveySparrow provides the tools and features to make it happen. 

Key Features

• Conversational surveys with chat-like interfaces
• Conditional branching and skip logic
• Customizable survey themes and branding options
• Multilingual surveys to cater to a global audience
• Integration with popular business tools like Slack, Salesforce, and HubSpot
• Real-time analytics and reporting
• Mobile-friendly surveys and offline data collection

Pros 

• Conversational user interface 

• Logic jumps to create dynamic surveys

Cons

• Restrictive reporting features
• Smaller range of integrations compared to some competitors

Rating

4.4

Free Option

Offers a free trial with no obligations for 14 days.

Need more than just conversational and chat-like surveys for customer feedback requirements? Check out some of the top SurveySparrow alternatives that you can switch to for a more comprehensive customer feedback tool with advanced analytics. 

15. InMoment

InMoment is a comprehensive customer feedback tool that provides businesses with valuable insights into their customers' experiences. With InMoment, you can gather feedback from various channels and touchpoints, allowing you to gain a holistic view of your customers' thoughts and opinions.

This is one of the best customer feedback platforms out there that lets you gather and analyze customer feedback.

It combines data, technology, and industry expertise to help you gather customer feedback in the moment and take action to improve customer satisfaction. 

Key Features

• Capture feedback in real-time
• Gather customer feedback from your customers through surveys, social media, or even voice recordings
•  Advanced analytics and reporting capabilities for analyzing customer feedback
• Customizable dashboards and visualizations to track trends, identify areas for improvement, and measure the impact of your customer experience initiatives
• Engage with your customers and close the feedback loop
• Automated follow-ups to personalized responses
• Works great as an enterprise feedback management software

Pros 

• Advanced analytics features like sentiment analysis, journey mapping, and text iQ for deep insights
• Enterprise-grade scalability with the ability to handle large volumes of data and complex analysis 
• Data data security to industry compliance standards like HIPAA and GDPR

Cons

• High price point compared to simpler feedback tools
• No free plan
• Extensive customization for reports and dashboards might require technical expertise

Rating

4.7

Free Plan

Offers a free trial for microsurveys with its CoreCX. 

Looking for a simpler tool with a less complex UI to create your customer feedback surveys? We have compiled a list of the top InMoment alternatives that you can explore as your feedback tools. 

16.  Qualtrics

Qualtrics is a great customer feedback tool that offers a comprehensive range of features to help businesses gather valuable insights from their customers. With Qualtrics, you can create customized surveys and collect feedback through various channels, including email, website, and social media.

Key Features

• Advanced analytics capabilities with powerful data analysis tools
• Generate reports and visualizations for a deeper understanding of your customers' thoughts and opinions
• Integrations with popular business tools, such as CRM systems and customer support platforms to streamline your customer feedback management process
• Robust survey customization options, including the ability to create personalized survey themes and branding
• Complete customer experience management platform that lets you collect feedback on 125+ channels
• Automatically deliver recommended actions based on the feedback received

Pros 

• Comprehensive suite of features for managing and improving brand experiences
• Role-based access and filtering for personalized experience management
• Offers exceptional data analysis capabilities
• Prioritizes data security with compliance certifications like HIPAA and GDPR

Cons

• Some advanced features may require additional training or expertise to use effectively
• Expensive for smaller businesses

Rating

4.4

Free Plan

There is no pricing information available for Qualtrics.  

For several startups and small organizations, Qualtrics might seem too weighed down by features that they don't need. Here are some of the popular Qualtrics alternatives that you can explore as your customer feedback tools. 

17.  GetFeedback

GetFeedback is one of the most comprehensive and best customer feedback tools that offers a range of features to help businesses gather valuable insights from their customers. With this feedback tool, you can easily create interactive and engaging surveys that capture the true sentiment of your customers.

This customer feedback app offers the agility businesses need to enhance their customer experience across every touchpoint in the customer journey through feedback-driven decision-making and close the feedback loop. 

Key Features

• Drag-and-drop survey builder with customizable templates
• Real-time feedback collection through email, websites, and mobile apps
• Advanced reporting and analytics to visualize trends and track customer satisfaction
• Seamless integration with popular CRM systems and customer support platforms
• Multi-channel feedback collection for a holistic view of the customer experience
• Automated follow-ups and personalized responses to close the feedback loop

Pros 

• Drag-and-drop interface makes building professional-looking surveys straightforward
• Customize surveys with themes, logos, and branching logic to match your needs
• Sentiment analysis to analyze the sentiment of open-ended feedback to understand customer emotions 

Cons

Limited customization available 

No free plan

Rating

4.5

Free Option

Offers a free trial with no obligations for 14 days.

GetFeedback might look too complex and Salesforce-driven to many. If you are looking for a more intuitive customer feedback platform, here are some of the top GetFeedback alternatives that you can try. 

18.  Marker.io

Marker.io is a versatile customer feedback tool designed to streamline the process of visual bug reporting and feedback collection for web development projects. It stands out as a user-friendly platform that empowers teams to effortlessly report and manage issues directly from the website interface for which it also makes its place in best product survey tools.

Key Features

• Visual bug reporting with screenshots
• Easily installable website widget
• Supports a simple and efficient two-way sync with popular apps
• Offers complete customization & white-labeling

Pros 

• Easy visual feedback with screenshots and annotate them directly on webpages 
• Integrates with popular project management tools like Trello and Jira

Cons

• Focussed more on website bug reporting and feedback
• Free plan not available 

Rating

4.9

Free Option

Marker.io offers a 15 days free trial for users to explore its features and capabilities. 

19. Jotform

JotForm stands as a robust and versatile customer feedback tool, offering a comprehensive set of features to streamline the process of creating, distributing, and analyzing surveys and forms. Tailored for businesses of all sizes, JotForm empowers users to effortlessly collect valuable insights and feedback from their audience, providing a user-friendly and customizable platform.

Key Features

• Simplifies the survey creation process with its intuitive drag-and-drop form builder for NPS, CES, and CSAT surveys
• Real-time feedback collection through various channels, including emails, websites, and mobile apps
• Advanced reporting and analytics 
• Facilitates automated follow-ups and personalized responses

Pros 

• Extensive integrations

• Intuitive and easy-to-use interface

• Wide range of templates, widgets, and add-ons

Cons

• Limited features on the free plan
• Conditional logic constraints

Rating

4.7

Free Option

This feedback tool offers a free starter pack with a limit of 5 forms and 100 monthly submissions

20. AskNicely

AskNicely is a specialized customer feedback app and CX platform designed to elevate businesses' understanding of customer sentiment and satisfaction through the implementation of Net Promoter Score (NPS) surveys. With a focus on simplicity and effectiveness, this feedback tool empowers organizations to collect, analyze, and act upon customer feedback in a way that fosters lasting customer loyalty.

Key Features

• Specializes in Net Promoter Score (NPS) surveys for measuring customer loyalty
• Automates the process of sending NPS surveys to customers at strategic touchpoints
• Real-time notifications
• Mobile responsive surveys
• Complete customer journey mapping
• Intelligent reporting and analytics

Pros 

• Automated workflows to send follow-up emails
• Sentiment analysis to understand feedback sentiment
• Integrates with popular CRM platforms for centralized customer data management
• Offers basic data visualization and reporting tools to track NPS scores over time

Cons

• Primarily focused on NPS surveys, limiting its use for ther types of surveys
• Customization options for surveys and reports limited compared to some survey platforms

Rating

4.7

Free Option

To get pricing estimate from AskNicely, one would need to talk to their sales team

21. Retently

Retently is an all-encompassing customer feedback tool that excels in delivering a comprehensive suite of features tailored to enhance customer satisfaction and loyalty. This feedback tool positions itself as a comprehensive solution, covering the entire spectrum of customer feedback management. Its emphasis on integration, analytics, and personalized experiences makes it an ideal choice for businesses committed to elevating their customer satisfaction strategies.

Not only does it help analyze customer feedback but is also one of the best customer feedback tools enabling businesses to capture and make the most of user insights. 

Key Features

• NPS, CSAT & CES Omnichannel Surveys
• Feedback Management & Collaboration
• Integrations with CRM, Customer Success & Email Marketing
• Advanced Reports & Analytics
• Provides industry benchmarks, allowing businesses to contextualize their performance against industry standards
• Automation and routing capabilities, streamlining the feedback collection process

Pros 

• Offers sentiment analysis to analyze customer feedback
• Segmentation and targeting to target specific customer groups
• Automates actions like sending follow-up emails based on survey responses

Cons

• Limited survey types with primary focus on NPS, CES, and customer satisfaction surveys
• Customization options for surveys and reports are limited

Rating

4.6

Free Option

The tool offers a 7-day free trial to all its users. However, there are no free plans. 

22. Refiner

Refiner is a dynamic customer feedback tool designed to empower businesses with actionable insights and a deeper understanding of customer sentiments. With a focus on flexibility and ease of use, Refiner enables organizations to implement diverse feedback strategies, measure customer satisfaction, and drive continuous improvements across the customer journey.

This customer feedback platform offers a range of features to cater to diverse customer feedback needs. Its emphasis on flexibility, integration, and advanced analytics makes it an ideal choice for businesses committed to elevating their customer satisfaction strategies.

Key Features

• NPS, CSAT & CES surveys
• Seamless feedback management & collaboration
• Integrations with CRM and marketing tools
• Cross-channel feedback collection
• Automation & routing
• Personalized experiences & follow-up

Pros 

• Helps to build an admin panel where survey data can be visualized and managed
• Custom dashboards within the admin panel to display survey results
• Efficient workflows for internal teams

Cons

• Limited customization options for survey design
• Some users report issues with the user interface being less intuitive
• Pricing can be on the higher side for smaller businesses or those with limited budgets

Rating

4.5

Free Option

The tool offers a free trial with major basic features for a month. 

How to Choose The Best Tool to Collect Customer Feedback?

When choosing the best customer feedback tool, it’s vital to think beyond just software features. The right tool should align seamlessly with your business objectives, ensure ease of use for both your team and your customers, and deliver actionable insights. A well-chosen feedback tool empowers you to collect, analyze, and act on customer input effectively.

This section will guide you through evaluating tools based on integration capabilities, customization options, and data analysis power, ensuring you select a solution that drives measurable outcomes for your business.

Here are some key factors to consider when selecting a customer feedback tool:

1. Analyze your Needs and Goals

Clearly define your goals and objectives for collecting customer feedback. Identify the specific insights you want to gather, such as measuring customer satisfaction, understanding pain points, or gauging product/service improvements.

• What type of feedback do you want to collect? (Surveys, website feedback, in-app feedback, etc.)
• What are your specific goals for using feedback? (Improve product features, understand customer sentiment, identify pain points, etc.)
• Who will be using the tool? (Marketing team, customer service team, developers, etc.)

2. Identify the Features and Functionality they offer

Some of the key features and functionalities that every feedback tool must possess are:

• Survey builder: Is it easy to use and does it offer the question types you need?
• Reporting and analytics: Can you easily understand and analyze the feedback you collect?
• Targeting and segmentation: Can you target specific groups of customers for feedback?
• Customization: Can you personalize the tool to match your brand?
• Omnichannel Capabilities: Does it allow you to gather feedback from various touchpoints, including email, website, mobile apps, and social media?
• Automation and Follow-Up Capabilities: Can you set up follow-up actions based on customer feedback with personalization?

3. Prepare your Budget and Pricing

The next step is to compare the tools based on their pricing and assess them based on your budget.

• How much are you willing to spend on a customer feedback tool?
• What pricing model does the tool offer? (Subscription, pay-as-you-go, etc.)
• Are there any free plans or trials available?

4. Assess their Ease of Use and Support

A lot of customer feedback tools have a longer learning curve and might not be suitable for smaller businesses looking for instant solutions.

Make sure to check the following in order to ascertain support:

• Is the tool easy to learn and use?
• Does the vendor offer good customer support?

5. Additional Factors to Consider

Other than the ones mentioned above, you should also check out for these features as it would enhance your feedback collection process.

• Security and privacy: Is the tool secure and does it comply with relevant data privacy regulations?
• Scalability: Can the tool grow with your needs?
• Reputation and reviews: What do other users say about the tool?
• Integration: Does it integrate with your CRM (Customer Relationship Management), customer support, and marketing tools?
• Trial Period & Demo: Take advantage of trial periods or demos offered by feedback tool providers. Testing the tool within your specific business context allows you to assess its suitability and ease of integration.

By carefully considering these factors and aligning them with your business requirements, you can choose a customer feedback tool that enhances your understanding of customer needs, drives improvements, and fosters lasting customer loyalty and customer retention.

Conclusion

There is no dearth of free customer feedback tools in the market today.

What businesses need is to find a tool that they can upgrade and continue using even after their requirements increase with the business growth. So, do not look for the number of free surveys or the number of responses available with each survey. Rather, look for a feedback system that you can see using in the long term.

Zonka Feedback is a powerful tool to create and send customer satisfaction surveys, customer service surveys, and other surveys to capture customer feedback effectively. This free feedback platform offers an intuitive UI and user-friendly interface to create surveys for all kinds of products and services.  

You can try it for free or schedule a demo to explore the product.  

FAQs About Customer Feedback Tools 

This section answers common questions about customer feedback tools to help readers make informed decisions:

1. What is a customer feedback tool?

A customer feedback tool is software that allows businesses to gather, analyze, and act on customer opinions, suggestions, and complaints. Think of it as your go-to tool for understanding what your customers are thinking.

It’s software that helps you ask questions, listen to your customers’ thoughts, and figure out how to make their experience with your business better. Whether it’s through surveys, feedback widgets, or text messages, these tools are like the bridge between you and your customers.

2. How much do customer feedback tools typically cost?

Costs vary based on features, scale, and customization needs:

• Free Plans: Basic features, often with limited responses or surveys.
• Subscription Models: $20–$200/month for small to medium-sized businesses, offering advanced analytics, integrations, and larger response limits.
• Enterprise Pricing: Tailored solutions for large-scale usage, often requiring custom quotes.

3. What are the key ROI indicators for customer feedback tools?

Track these metrics to measure the tool's return on investment:

• Improved Customer Retention Rates: Use feedback to reduce churn by addressing customer pain points.
• Increased NPS/CSAT Scores: Measure improvements in satisfaction over time.
• Reduction in Support Costs: Identify and fix recurring issues using insights from feedback.
• Revenue Growth: Enhanced loyalty often translates into repeat purchases and higher customer lifetime value (CLV).
• Operational Improvements: Use feedback to streamline processes and reduce inefficiencies.

4. How do I choose the right customer feedback tool?

To select the right tool:

• Identify your goals: Are you collecting feedback for improving products, measuring satisfaction (CSAT, NPS), or streamlining customer service?
• Check features: Look for survey customization, analytics, and integration options with existing systems like CRM or email marketing platforms.
• Consider usability: Ensure the tool is easy for both your team and customers to use.
• Test scalability: Select a tool that grows with your business needs.
• Evaluate customer support: Choose a provider with reliable support and onboarding resources.

5. Are customer feedback tools easy to integrate with existing systems?

Yes, most modern feedback tools offer seamless integration with platforms like CRMs (e.g., Salesforce, HubSpot), email marketing tools, and customer support software. Before choosing a tool, ensure it integrates with your key systems for efficient workflows.

6. What types of feedback can I collect using these tools?

You can collect various feedback types, including:

• Transactional Feedback: Post-purchase or post-support surveys.
• Product Feedback: Input on features, usability, and enhancements.
• Website Feedback: Usability surveys and bug reports.
• Employee Feedback: Insights on internal processes and satisfaction.
• Brand Perception: Understand customer loyalty through NPS.