The 6 best customer satisfaction survey tools

If it seems like there’s a software solution available for every business activity, that’s because there is.

Customer satisfaction software is no exception.

How do you conduct a customer satisfaction survey?

Before you choose customer satisfaction survey software for your business, it’s important to understand how to measure and analyze customer satisfaction in the first place: through short, concise, convenient customer satisfaction surveys.

Asking your customers to complete a customer satisfaction survey will make them feel valued by your company, which will help you build brand awareness and loyalty as well as increase the likelihood your customers will refer you to others.

Once you receive feedback from your respondents, you can identify areas of improvement and market trends, better understand your customer base and improve your relationship with them, and ultimately, improve your overall brand so that your business can grow and scale.

What is a customer satisfaction survey tool?

As more businesses understand the importance of collecting, analyzing, and acting upon customer feedback, more tools are coming onto the market to support these capabilities. (After all, the more satisfied your customers are, the more likely they’ll stay loyal, refer friends, and purchase from your company time and again.)

Like all types of software, competition among customer satisfaction survey tools is high, and they compete with each other to provide the best functions, user interface, and pricing.

While there is no one right or wrong customer satisfaction survey tool — a business looking for real-time feedback on a product in development will have different software needs than a company sending feedback surveys once a month to different customer groups — some are better than others based on your specific needs and budget.

Top 6 customer satisfaction survey tools

Here are six popular customer satisfaction survey tools to consider:

Jotform

One of the biggest challenges of customer feedback is categorizing, assigning, and acting on it smoothly and quickly. Fortunately, with online form builder Jotform, you can do this easily, for free.

Jotform is intuitive, powerful, code free, and, best of all, includes 280-plus fully customizable survey templates that you can embed in a website or share with a link. So whether you want to build your customer satisfaction survey from scratch or use one of Jotform’s ready-made templates, you can create a survey to specifically match your brand — from colors to fonts.

And because Jotform is more than just a survey tool, you can manage and analyze responses from your customer satisfaction survey using the same platform.

Pricing: A free Starter plan is available.

SurveyMonkey

Small business owners love SurveyMonkey because it allows them to quickly and easily create customer feedback surveys with a simple user interface that doesn’t demand much tech knowledge. In addition to SMBs, big-name brands use SurveyMonkey for everything from customer satisfaction surveys to feedback following brand events and employee engagement initiatives.

SurveyMonkey is suitable for more basic, straightforward surveys. It doesn’t really provide room for complex and detailed questionnaires, but it does offer plenty of templates and expert-written sample questions to get you started.

Customer Satisfaction Survey Template
SurveyMonkey Customer Satisfaction Survey Template

The tracking and reporting functions play a big part in creating effective surveys, and integrations with customer relationship management systems (CRMs), social media accounts, and e-commerce platforms support seamless feedback processes for any type of business.

Pricing: A basic Freemium plan is available.

SurveyLab

A popular alternative to SurveyMonkey, SurveyLab provides similar functionality, such as customer satisfaction survey and questionnaire creation and distribution, aggregation of responses, and robust analytics and reporting. The software supports multiple languages, branded surveys, a question library, and mobile surveys as well as audio, video, and image support.

SurveyLab IT Help Desk Survey Template
SurveyLab IT Help Desk Survey Template

SurveyLab works for businesses of all sizes, and it grows with you, offering a generous professional package that supports unlimited survey responses for a reasonable monthly fee. With a decent range of software integrations and data upload capabilities, SurveyLab can streamline existing business operations, no matter what stage of growth the business is at.

Pricing: A free trial is available, and paid plans start at $29 per month.

Hellonext

Gathering feedback during the product development process is a powerful way to boost your chances of long-term success. Hellonext is feedback software designed to do just that.

Hellonext Dashboard
Hellonext Dashboard

A best friend to product managers everywhere, Hellonext enables them to collect customer votes on product ideas and features, share product roadmap updates after implementing feedback, and publish “changelogs” that show customers the updates and improvements made to products on an ongoing basis.

Hellonext supports feedback crowdsourcing that turns the product development process into a collaboration between a business and the target audience. It integrates with more than 100 workspace and business platforms.

Pricing: A free trial is available, and paid plans start at $25 per month.

HubSpot

HubSpot offers customer satisfaction software, which is very handy for companies already using the well-known software platform for inbound marketing and sales.

HubSpot’s customer feedback solution enables you to create online surveys and distribute them via email or on the company website. It also includes live chat functionality, chatbots, and customer issue ticketing.

One powerful feature is the knowledge base, built from the most commonly asked customer questions. A robust goals-based reporting system helps businesses turn feedback into actionable insights, and the software supports auto-routing of feedback and assignment of feedback tasks, making it a solid tool for collaboration on customer feedback too.

HubSpot’s customer feedback software doesn’t stand alone, so it only makes sense for existing HubSpot customers or those who are looking for a much wider marketing software solution that includes a customer feedback module.

HubSpot Dashboard
HubSpot Dashboard

Pricing: The Starter package is $50 per month.

UseResponse

Managing customer service and support operations is easy with UseResponse. The customer satisfaction software provider paints itself as a one-stop solution for managing customer complaints, running a help desk and knowledge base, and assigning customer support tickets for quick handling by team members.

The functionality of UseResponse is impressive given its affordable pricing. It integrates with a wide range of channels to communicate with customers, including Facebook Messenger, Skype, WhatsApp, and Telegram.

UseResponse does a great job of automating and centralizing customer support requests and tasks. The handy roadmap board, which is accessible to all team members in real time, provides a clear picture of the current feedback situation, and facilitates smooth teamwork and quick response times.

Useresponse Dashboard
Useresponse Dashboard

Pricing: There is a 14-day free trial. Plans begin at $49 per month.

Which customer satisfaction survey tool will you choose?

Customer feedback isn’t an option. It’s essential to boost business performance. The only question is which customer satisfaction survey tool is best for your business, performance goals, and available budget.

With low-cost and even free software options on the market, there’s no reason to delay. Make the choice to level up your customer feedback processes today.

This article is originally published on Feb 17, 2021, and updated on Mar 28, 2022.

Send Comment:

Jotform Avatar
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Comment:

Podo CommentBe the first to comment.
Get a special deal on Jotform.<br/>Today only!

Get a special deal on Jotform.
Today only!

Sign Up Now Not Now