Top 20 Customer Feedback Software to Use in 2025
By Dayana Mayfield
Last updated on Wed Oct 02 2024
Without customer feedback software, you can’t scale the way that you use feedback. Sure, you might have a system for taking certain customer support tickets and passing them along to QA and engineering, but that’s reactive.
To utilize qualitative and quantitative feedback, you need to proactively and consistently request that feedback, sort it, and implement it.
Relying solely on support tickets or manual systems like spreadsheets can cause you to miss critical insights or fall behind on customer demands. With feedback software, you can proactively capture qualitative and quantitative data, track trends, and identify new opportunities for growth.
Trust us, spreadsheets and Trello boards are not the way to handle this.
Here are the top customer feedback software products for SaaS companies, ecommerce businesses, and large brands.
What can you do with customer feedback software?
Customer feedback software allows you to gather insights directly from your users, helping you make better decisions based on real data. You can collect feedback from surveys, heatmaps, and even session recordings to understand customer behavior. It helps you spot trends, identify issues, and improve the overall user experience. You can also track feature or product requests, so that you can get feedback not only on your existing offerings but learn what customers want you to build next. Ultimately, these tools help you create a continuous feedback loop to keep your product aligned with customer needs.
Quick list of our top 5 winners
Don’t have time to peruse the full list of customer feedback tools?
No problem. Here are the top 5 winners across the most important categories.
1. Best survey platform: SurveyMonkey
SurveyMonkey remains unbeatable because it's user-friendly, versatile, and offers powerful survey customization. Whether you’re looking for quick customer feedback or an in-depth study, it’s got you covered with affordable pricing plans.
2. Best website feedback tool: Hotjar
We chose Hotjar as our category winner for website feedback because it lets visitors submit feedback while collecting data behind the scenes. Its heatmaps and session recordings show how visitors engage with your site, making it perfect for optimizing the customer experience.3. Best feature request tool for SaaS: Frill
Frill is the ideal tool for SaaS companies because it brings product roadmaps, feature requests, and announcements into one place. It helps you capture and prioritize customer ideas, keeping your team aligned and your users informed.
4. Best feedback software for large brands: GetFeedback
GetFeedback stands out with its ability to gather and integrate feedback across multiple channels. It's designed to scale with large brands, helping them stay on top of customer sentiment across various platforms.
5. Best platform for CX insights: FullStory
FullStory takes CX analysis to the next level. You get a deep dive into customer journeys, session replays, and advanced analytics. This is the go-to platform for those wanting a full-picture view of customer interactions.
The 20 best customer feedback software
Dive into the very best customer feedback portals and apps. The tools cover everything from feature requests to customer satisfaction benchmarking.
1. Frill
With Frill, you can both capture and prioritize ideas from customers. Customers submit ideas and add multiple categories to them. (This way, they do the sorting for you.) Then your product team can review and prioritize the ideas, add them to your roadmap, and update customers with your changelog.
Top features:
Capture ideas from your customers
Display a public product roadmap
Send announcements for new feature releases
Create microsurveys for quick feedback
Unlimited feedback widgets
Integration with tools like Slack, Jira, and Trello
Pros and cons:
Frill excels at simplifying customer feedback by combining ideas, roadmaps, and announcements into one platform. And you can save a ton of money with Frill. However, for teams requiring more advanced customization options, it might feel somewhat limited compared to enterprise-focused solutions.
Pricing:
Frill costs $25 per month to get access to all core features (Ideas, Roadmaps & Announcements) and up to 50 tracked ideas at a time.
2. Hotjar
Hotjar is a feedback tool that helps you make sense of your analytics data. For example, you might see a dropoff in conversions on a landing page in Google Analytics, but not understand why. In Hotjar, you can detect rage clicks, watch session recordings, and review heatmaps to help suss out the cause.
Top features:
Heatmaps to visualize user engagement on your site
Session recordings to track user interactions in real-time
Feedback widgets for collecting customer opinions directly on your site
Surveys to capture qualitative feedback from your users
Integration with tools like Google Analytics, Slack, and Jira
AI-driven insights to uncover user behavior trends
Pros and cons:
Hotjar excels at giving a clear visual representation of how users engage with your website, making it a favorite for optimizing user experiences, but it's not the best fit for getting feedback on your products or services.
Pricing:
Hotjar’s costs vary widely based on your website traffic, but you can start off with a free plan. Most small businesses will need to pay between $39 and $99 per month.
3. HappyOrNot
HappyOrNot makes it easy to collect feedback, analyze the data, and make informed decisions. You can collect feedback in person using tablet kiosks, online using a widget on your website, or with physical buttons that can be set on a wall. HappyOrNot uses a simple, smiley-face approach to feedback so you can collect a high volume of data and set customer satisfaction benchmarks.
Top features:
Instant feedback collection with smiley-faced terminals
Real-time data reporting and analytics
Easy-to-use visual dashboard for tracking trends
Customizable surveys for detailed feedback
Integration with email and web platforms for multi-channel feedback
Automated reports and insights for quick decision-making
Pros and cons:
HappyOrNot provides a quick and simple way to capture customer sentiment in real-time, making it ideal for immediate feedback. Due to the smiley-face options, its simplicity might not be enough for businesses needing more in-depth, qualitative insights.
Pricing:
HappyOrNot only offers custom plans, so you'll need to contact their sales team for a quote.
4. Mouseflow
Similar to Hotjar, Mouseflow offers heatmaps and session replays to help SaaS companies analyze the customer experience. You can also use it to collect feedback on certain pages, such as a newly launched feature in a web app.
Top features:
Session replay to watch real user interactions
Heatmaps for tracking user engagement on specific pages
Funnel analysis to identify where users drop off
Form analytics to see where users abandon forms
Feedback collection for direct user input
GDPR and privacy law compliance with enterprise-grade security
Pros and cons:
Mouseflow provides comprehensive tools to visualize and analyze user behavior, making it easier to identify pain points and improve the user experience. However, it's primarily focused on website feedback, so it’s not the best fit for gathering detailed product feedback.
Pricing:
Plans range from free to $299 per month.
5. Usersnap
With Usersnap, you can collect customer feedback in the form of screenshot bug reports and experience ratings. Consider it a mix of customer-driven QA and customer-driven product design.
Top features:
Visual feedback collection with annotated screenshots
In-app feedback widget for real-time customer insights
Integration with tools like Jira, Slack, and Trello
Automatic capture of technical data like browser logs and user agents
Customizable forms for gathering feedback on bugs, features, and general experiences
Pros and cons:
Usersnap lets you collect detailed, visual feedback from users, streamlining communication between teams and customers. But the reporting features are more limited compared to others on our list.
Pricing:
Usersnap costs between $29 and $149 per month.
6. FullStory
FullStory is a tool that helps you view, search, and analyze every piece of the customer journey. The digital experience analytics platform includes funnel testing, session replays, heatmaps, and advanced searches. It’s used by web-based SaaS product teams and large global website teams alike.
Top features:
Session recording and replay to track user interactions in real-time
Heatmaps to visualize user behavior on websites or apps
Funnel analysis to identify where users drop off in their journey
Form analytics to track where users abandon forms and identify problem areas
User segmentation based on demographics or behavior patterns
Conversion and goal tracking to monitor performance metrics
Pros and cons:
FullStory offers detailed insights into user behavior, helping teams optimize the user experience by identifying friction points. However, it is mainly suited for website and app analytics, not for collecting direct product feedback .
Pricing:
As an enterprise-focused solution, FullStory doesn’t display their pricing and only offers custom plans.
7. Mixpanel
As a product analytics suite, Mixpanel was designed specifically for SaaS companies. The software helps you understand your most popular features and identify your best users. While it isn’t a feedback tool per se, it does offer a way to collect analytics on the customer experience inside your app. So consider it the hidden feedback you wouldn’t have gotten otherwise.
Top features:
Funnel analysis to track user behavior throughout the product
Event tracking for in-depth insights into user interactions
User segmentation to create cohorts based on specific actions
Flow analysis to understand where users drop off during processes
A/B testing for optimizing product features
Interactive reports for visualizing data trends
Pros and cons:
Mixpanel offers powerful tools for tracking and analyzing user behavior, making it a great choice for detailed product insights. Keep in mind that it has a steeper learning curve, and some features may require technical support to set up. But when it comes to product analytics, know that no one does it better.
Pricing:
Mixpanel has three plan tiers: free, $24 per month, and custom pricing.
8. Pendo
Pendo is a fully featured product that includes product analytics, customer sentiment surveys, and in-app walkthroughs for onboarding and feature adoption.
Top features:
In-app messaging for onboarding and guiding users
Detailed product analytics, including funnel analysis and user behavior tracking
Session replays to see how users interact with your product
NPS and feedback collection tools to gather customer insights
Product roadmaps to communicate upcoming features and priorities
AI-driven insights to help improve feature adoption and user experience
Pros and cons:
Pendo is great for tracking user behavior and enhancing product decisions through its analytics and in-app guides. But this platform can be pretty expensive, especially for teams that don't need its full range of features.
Pricing:
Pendo has three plans, but doesn’t display pricing on their website.
9. Nolt
Nolt is a simple and effective feedback management platform that helps businesses gather, prioritize, and act on user feedback. It allows customers to submit ideas, vote on suggestions, and engage in discussions, creating a more transparent and democratic product development process. With a clean interface, it seamlessly integrates with tools like Slack and Trello, making it easy for teams to manage feedback workflows.
Top features:
User feedback collection through a customizable feedback board
Voting system to prioritize feature requests
Public roadmaps for transparent product development
Seamless integration with popular tools like Slack and Trello
Single Sign-On (SSO) support for secure feedback access
Real-time notifications to keep users updated on feedback status
Pros and cons:
Nolt is great for small to medium-sized businesses looking for a straightforward way to manage user feedback and feature requests. However, it may not scale well for handling large volumes of feedback, and it lacks some advanced administrative tools.
Pricing:
Nolt costs $29 per month for one board or $69 per month for 5 boards.
10. SurveyMonkey
SurveyMonkey is a very popular tool for surveys. Unfortunately, too many SaaS companies don’t survey their customers as frequently as they should. If you’re not sure what to ask, check out these 15 questions.
Top features:
Multiple question types, including multiple-choice, text responses, and rating scales
Custom survey logic with features like branching, skip logic, and randomization
Real-time analytics and response tracking
Integration with tools like Slack, Salesforce, and HubSpot
Custom reports with advanced filtering and visualization options
Mobile-friendly design and multi-lingual support
Pros and cons:
SurveyMonkey is widely appreciated for its user-friendly interface and extensive customization options, making it suitable for both simple and complex surveys. But some advanced reporting features and custom analytics are only available in higher-tier plans, which can be limiting for users with smaller budgets.
Pricing:
SurveyMonkey offers $25-per-month and $75-per-month plans.
Learn more about SurveyMonkey.
11. Survey Anyplace
SurveyAnyplace can be used for customer feedback surveys as well as assessments and quizzes. It offers multiple choice and open text form fields.
Top features:
Custom report builder for generating personalized feedback reports
Assessment and quiz creation with scoring and calculation features
Integration with tools like Zapier for automating workflows
Offline functionality to collect data without internet access
Custom branding and white-label options for surveys and reports
Pros and cons:
Survey Anyplace offers great flexibility for creating engaging, interactive surveys and assessments with custom outcomes, making it a strong choice for businesses looking to provide tailored experiences. But without feature idea boards, it's not a great fit for SaaS companies or mobile app developers.
Pricing:
SurveyAnyplace has a $33 per month and $50 per month.
Learn more about SurveyAnyplace.
12. Qualaroo
Qualaroo is a user research and customer feedback software. It includes website and app feedback collection, exit surveys, and UX feedback. One of the best features is that you can target specific users for feedback.
Top features:
In-product surveys with customizable nudges
AI-powered sentiment analysis using IBM Watson
Advanced audience segmentation based on user behavior
Built-in templates for NPS, CES, and other survey types
Real-time feedback collection across mobile, web, and apps
Integration with tools like Google Analytics, Zapier, and Slack
Pros and cons:
Qualaroo’s sentiment analysis and advanced audience targeting make it excellent for collecting meaningful, real-time feedback. But the high pricing makes it worth exploring other options on our list.
Pricing:
Qualaroo has a free plan and also charges a fraction of a penny for pageviews of feedback requests.
13. UseResponse
UseResponse offers a customer feedback portal along with their help desk software and customer service portal. With the feedback portal, you can have customers give you ideas and also vote on polls and questions about what features you should build next.
Top features:
Multichannel support, including live chat, email, and social media integration
Scenario automation for custom notifications and actions
Feedback system with customizable forms and surveys
Knowledge base and self-service portal for users
Integrated help desk and ticketing system
Real-time reporting and analytics for performance tracking
Pros and cons:
UseResponse offers strong multichannel communication and automation features, but its pricing can be high for smaller businesses, and it lacks deeper visual customization options.
Pricing:
For the feedback software only, there are two plans: $49 per month and $149 per month.
14. Survicate
Survicate is Survey and NPS software that helps you collect customer feedback. Run surveys to targeted segments of customers and website users. Trigger surveys after users complete certain actions. In addition to surveys, you can also collect feedback on certain product features as well as make it easy for customers to request new features. In line with understanding your product's needs through customer feedback, it's crucial to pair this with creating a robust hub for your users. A well-designed portal not only optimizes user satisfaction but also streamlines communication and service access. Consider exploring the must-have customer portal features that elevate the user experience and ensure seamless interaction within your platform.
Top features:
In-product and email surveys with targeting capabilities
AI-powered insights hub for feedback analysis
Integration with major platforms like HubSpot, Salesforce, and Intercom
Feedback widgets optimized for mobile and desktop
Pre-built templates for NPS, CSAT, and more
Real-time results and advanced analytics with segmentation options
Pros and cons:
Survicate offers powerful survey targeting and integrations with many popular CRMs, making it a great tool for lead generation and customer insights, but its free version is limited, and scaling up can be costly.
Pricing:
Survicate offers a free plan as well as paid plans from $49 to $249 per month.
15. GetFeedback
GetFeedback is a customer experience software that helps you keep track of your average sentiment for every page or product feature so you can detect dips and issues. Most importantly, you can ask for feedback across a variety of communication channels, including SMS, email, websites, and mobile apps. GetFeedback integrates and combines all of these sources and helps you import the feedback into your other business tools.
Top features:
Multi-channel feedback collection, including email, web, and mobile
Real-time analytics and reporting with custom branding options
Seamless integration with Salesforce for data-driven insights
NPS, CSAT, and CES surveys with in-app and email triggers
Flexible survey distribution via websites, social media, and email
Pros and cons:
GetFeedback offers strong integration with Salesforce, making it ideal for companies deeply embedded in the Salesforce ecosystem, but its higher pricing can be a barrier for smaller businesses or those seeking more budget-friendly alternatives.
Pricing:
GetFeedback doesn’t publish their pricing on their site, but they do offer a 14-day free trial so you can check it out for yourself.
16. Podium
Podium is a communication platform that helps you message customers across multiple channels such as video chat and web chat. The tool also includes customer feedback features that are unlike what other products offer. There are no long surveys or links. Instead, there are just two short automated messages that ask a simple question. The product sends the questions when users are most engaged to increase the likelihood of them responding.
Top features:
Unified inbox for managing customer communication across multiple channels (SMS, email, web chat, and phone)
Automated review requests and response management
AI-powered communication tools for generating messages and automating responses
SMS-based payment collection for seamless transactions
Real-time customer segmentation for targeted marketing campaigns
Pros and cons:
Podium offers powerful tools for managing customer communication and reviews in one place, but look elsewhere if you want to send long or dynamic surveys.
Pricing:
Podium only offers custom pricing.
17. UserReport
UserReport offers a survey widget and a feedback widget. The survey widget is a simple bit of code that you can add to your website to start collecting responses. You can gather NPS score ratings and also ask simple questions. Meanwhile, the feedback widget is where users can suggest product features and upvote on the features that other users have suggested.
Top features:
Feedback and survey widgets for collecting user insights directly from your website
Real-time data analytics with demographic breakdowns
Integration with Google Analytics for combined user behavior and feedback insights
Net Promoter Score (NPS) tracking to measure customer loyalty
Customizable feedback forms and dashboards
User-driven voting system to prioritize feature requests
Pros and cons:
UserReport is effective for gathering detailed user feedback and integrating demographic data with analytics, but the complexity makes it an unideal fit for small businesses.
Pricing:
UserReport only has custom pricing plans.
18. AskNicely
As a customer experience platform, AskNicely helps you collect NPS ratings and gather feedback in a conversational way. You can ask users a simple question via webchat and then automate the follow-up questions based on the nature of their response.
Top features:
Automated Net Promoter Score (NPS) surveys
Customizable and branded surveys
Real-time feedback collection with automated workflows
Multi-language support for global use
Integration with platforms like Salesforce, HubSpot, and Zendesk
Reporting and segmentation tools to analyze customer satisfaction across teams or locations
Pros and cons:
AskNicely offers excellent tools for collecting and acting on customer feedback with automated workflows and NPS scoring, but it can be limited in survey customization and detailed analytics beyond NPS.
Pricing:
AskNicely doesn’t publish their pricing on their site and only offers custom plans.
19. CustomerSure
With CustomerSure, collect feedback via NPS, CSAT, and customer effort score. More importantly, there are plenty of features to make it easier to act on what you learn from customer feedback. For example, it automatically flags urgent issues, and includes customer response features, issue prioritization, and feedback sharing with the right teams.
Top features:
Real-time feedback collection and analytics
Customer trait targeting for feedback segmentation
Transparent reporting and feedback sharing tools
Customizable surveys to meet specific business needs
Built-in support for NPS, CSAT, and CES scoring
Integrations with popular CRMs and help desk platforms
Pros and cons:
CustomerSure excels in delivering real-time, actionable feedback with customizable surveys and integration capabilities. There are plans for mid-sized and large businesses, but it's too complex for small business needs.
Pricing:
CustomerSure’s plans range from $259 to $1299 per month.
Learn more about CustomerSure.
20. Typeform
Typeform is a very popular tool that you can use for forms, surveys, and quizzes. It’s well known for having a simple user interface that presents just one question at a time. It’s a great option for collecting feedback from customers with a survey link sent via email.
Top features:
Interactive, conversational survey design
Customizable templates with drag-and-drop functionality
Wide range of integrations, including Zapier, HubSpot, and Google Sheets
Real-time analytics and reporting
Multi-language support for global audiences
Embed options for seamless integration into websites or apps
Pros and cons:
Typeform stands out for its user-friendly interface and interactive surveys that create engaging experiences for respondents. However, it lacks feature request boards and upvoting capabilities, making it a less ideal choice for SaaS companies looking to capture and prioritize product feedback.
Pricing:
With their free plan, you can collect just 100 responses. For more responses consider their paid plans ranging from $35 per month to $70 per month.
Because customer feedback is so important, you should choose a tool that not only makes it easy for customers to give feedback, but also helps you implement that feedback.
Looking for the best customer feedback platform for SaaS companies? Look no further than Frill.