Ask Your Visitor’s Hesitation With On-Page Surveys
On-page surveys help you discover a goldmine of insights on why your visitors are behaving a certain way. Simply ask the right questions and get them answered by your visitors.
Customer satisfaction isn’t just a nice-to-have; it’s the lifeblood of any successful business.
According to recent studies, 32% of customers stop doing business with a favorite brand after one bad experience, leading to a loss of potential revenue. This highlights why keeping a pulse on customer satisfaction is crucial for business success.
To keep customers happy and loyal, it’s vital to measure metrics like Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
That’s where customer satisfaction survey tools come in. These tools help businesses track these metrics effectively, ensuring they can gather valuable feedback, monitor satisfaction trends, and address pain points before they become deal-breakers.
In this blog, we’ll explore the top tools for CSAT Surveys for improving customer satisfaction and turning dissatisfaction into loyalty.
What are customer satisfaction survey tools?
Customer satisfaction (CSAT) survey tools help businesses collect, analyze, and manage customer feedback about their experiences with products or services. These tools enable companies to systematically gather insights into customer perceptions, preferences, and pain points through various survey formats, including questionnaires, rating scales, and open-ended feedback forms.
They offer a range of features that make it easier for businesses to gather, analyze, and act on customer feedback. These include:
Customizable survey templates
Multiple distribution channels (email, web, mobile, SMS)
Real-time response tracking
Automated follow-up capabilities
Analytics dashboards to convert raw feedback into insights
Visual reports, trend analysis, and performance metrics
By using these tools, businesses can identify areas of improvement and take data-driven actions to enhance the customer experience.
Customer satisfaction survey tools shortlist
The following are some of the best CSAT survey tools that are highly regarded for helping businesses measure and improve customer satisfaction. We’ll go deeper into each tool in the sections below:
10 Top customer satisfaction survey tools – Detailed review
Here is our curated list of the top 10 customer satisfaction survey tools. Choose the right customer satisfaction survey tool to gain insights into user motivations and boost customer satisfaction.
1. Survicate
Survicate is an easy-to-use customer feedback software designed to help businesses efficiently collect insights across multiple channels, including email, in-app, websites, and chatbots. With customizable customer survey software and templates, companies can quickly gather feedback at critical points in the customer journey.
Survicate’s automation and integration features further enhance its ability to boost response rates and provide valuable insights for improving customer satisfaction and loyalty.
Best features:
Website feedback surveys
In-product surveys
Survey templates
Survey logic and automatic translation
Automated follow-up actions
Free trial & pricing:
Free trial
Starting price
Yes, 10-day free trial (all Business plan features)
$89/month, billed annually for 500 responses
A customer experience as per G2 reviews:
It is very easy to use and implement. Good native integrations (e.g., Mixpanel). Flexible customization for surveys and helpful and responsive customer support.
Lucas M. Head of Design
2. Qualtrics
Qualtrics empowers frontline teams to deliver exceptional customer experiences by capturing real-time feedback. As an experience management platform, it combines survey data with operational insights to provide a complete view of the customer journey.
With an easy-to-use interface, businesses can create surveys across multiple channels, track real-time feedback, and use powerful analytics to improve customer satisfaction and team performance.
The platform is simple to use and intuitive. You can create or update surveys on the fly with a wide range of options and tools for data analysis. Customer service is very helpful and responsive. Qualtrics is also very reliable.
Jeremy W. Database Manager
3. Nicereply
Nicereply is a dynamic, easy-to-use tool that helps businesses effortlessly capture customer feedback. It integrates directly with email and ticketing systems, enabling customized surveys to be sent after critical actions, such as ticket resolutions. Whether you’re measuring NPS, CSAT, or CES, Nicereply provides a comprehensive solution for gathering insights. Robust analytics helps businesses identify areas for improvement and make feedback-driven decisions to enhance the customer experience.
Best features:
Customer effort score
Net promoter score
Customer satisfaction score
Survey distribution channels
Customer feedback analytics
Free trial & pricing:
Free trial
Startingprice
Yes, 14-day free trial with access to all features
$59/month, billed annually, for 100 responses and 3 users
A customer experience as per G2 reviews:
I like best how Nicereply makes it easy to gather and analyze customer feedback, leading to actionable insights.
Andrew A. Call Center Representative
4. SurveySparrow
SurveySparrow’s conversational, chat-like interface brings a fresh approach to customer satisfaction surveys, making feedback collection more engaging and improving response rates. Businesses can capture customer insights at every key touchpoint by offering multi-channel distribution, from websites to email and social media.
Alongside its user-friendly design, SurveySparrow delivers powerful analytics that turn feedback into actionable insights, helping companies improve the overall customer experience.
Best features:
Reputation management
Ticket management
Offline surveys
Mobile-first surveys
Smart surveys
Survey themes
Free trial & pricing:
Free trial
Starting price
Yes, 14-day free trial
Basic – $19/month Starter – $39/month Business – $79/month Enterprise – $249/month Custom quotes available
A customer experience as per G2 reviews:
The tool is very simple for us to collect feedback from our clients about our EOR services. The surveys look nice, more like chat, so the clients actually reply. We also like that we can change the design to match our brand. The background and everything looks good and interactive, and it’s really easy to use and create surveys.
Vijay S. Customer Success Manager
5. Lumoa
Lumoa is an intelligent, AI-driven customer satisfaction platform that leverages Generative AI to provide real-time insights based on customers’ voices. Asking the right questions enables businesses to swiftly gather actionable feedback and make data-driven decisions that enhance the customer experience.
Best features:
GPT integration in surveys
Multi-channel data collection
Text analysis and predictive insights
Customer feedback analytics
Free trial & pricing:
Free trial
Starting price
Yes, free trial available
€525/month, billed annually
A customer experience as per G2 reviews:
Lumoa is great at collecting the data, and its platform does allow for a thorough analysis of results. Their new GPT feature can summarize text inputs and give an overview of sentiment. This is a great feature that we use in our team. Their support is generally helpful, but we have had some contact with their support that is below the expected level. It seems very person-dependent. We use the tool every day to evaluate customer feedback.The integration of Lumoa: I’d rate it 7/10. We had some hickups, but all in all it did what we needed.
Matias H. Enterprise
6. Medallia
Medallia is an enterprise experience platform that captures and analyzes billions of signals from voice, video, digital, IoT, social media, and more. Leveraging AI and machine learning, it reveals predictive insights to help businesses reduce churn, boost customer loyalty, and drive revenue-impacting decisions, delivering solid returns on investment.
Best features:
Customer experience management
Agile research with pre-built surveys
Conversation intelligence
Consumer intelligence
Free trial & pricing:
Free trial
Starting price
Information not available
Customizable pricing upon request
A customer experience as per G2 reviews:
The thing that stands out for Medallia Customer Experience is that it combines customer feedback from different channels into a single dashboard. It is easier for us to find out the trends and take action on them. One instance is that we could spot a common problem with our delivery service and set it right, which will positively enhance our customer satisfaction scores. Also, the customizable surveys are a game-changer. This helps us to ask questions that are relevant for a particular customer segment, to give us the most relevant information.
Affonso C. Customer Experience Analyst
7. SurveyMonkey
SurveyMonkey is a well-recognized survey platform that helps businesses collect valuable customer data and feedback to improve their overall experience. It offers an easy-to-use interface, various survey templates, and powerful analytics to make data-driven decisions, making it ideal for gathering insights into customer satisfaction.
SurveyMonkey provides AI-powered surveys, which we can create and launch Surveys on the fly in mobile apps and websites. It helps get instant feedback for the product and features of the software.
Aman G. Lead Software Engineer
8. AskNicely
AskNicely is a customer feedback platform that empowers teams to deliver exceptional service through real-time feedback and automated workflows. For businesses with multiple locations, it helps capture customer insights, automate actions, and run NPS and CSAT programs.
With AskNicely, companies can drive growth, improve team performance, and enhance customer satisfaction through seamless feedback loops and efficient case management.
Best features:
Assess: NPS/CSAT Programs
Collect: Gathering customer feedback
NiceAI: Use AI for deeper insights
Respond: Closing feedback loop effectively
Free trial & pricing:
Free Trial
Starting Price
No free trial, but demo available
$449/month, billed annually
A customer experience as per G2 reviews:
Each member of the team has supported me in getting the most value out of AskNicely. I have biweekly calls checking in on my initiatives using customer feedback, and get additional ideas and support on how to leverage the tool. Many ideas are ones I wouldn’t have thought of and aids in the business seeing the value of all of the customer input. Questions are answered quickly and there hasn’t been a time I didn’t feel up to date about the product, even with AskNicely constantly coming out with new features and functionality!
Audrey A. Senior User Experience Researcher
9. VWO
VWO Surveys enable businesses to capture real-time feedback directly from visitors as they interact with the website. You can ask various questions, ranging from macro-level feedback about your brand to more focused inquiries about user interactions, product features, or any friction encountered. This provides 360-degree insights into all aspects of the customer experience.
By collecting insights during the visitor’s session while the experience is fresh, businesses gain more accurate data to understand and address customer needs. This immediate feedback helps companies stay on top of customer preferences and make informed decisions, improving user experience and boosting overall customer satisfaction.
Best features:
1. Custom triggering options: Online surveys can be triggered based on specific visitor actions, such as time spent on a page, scroll depth, or exit intent, ensuring that feedback is collected at crucial moments in the user journey.
For instance, an exit-intent survey is activated when a user is on the verge of leaving the site, providing a final opportunity to capture feedback. These surveys help businesses understand why visitors leave without completing a purchase or desired action, offering valuable insights for improvement.
2. Multiple question formats: To gather qualitative and quantitative feedback, you can create various question types, including open-ended, multiple-choice, or ratings. This flexibility allows you to tailor surveys to specific business objectives.
Interested in understanding how your visitors rate your product or service? Get an auto-calculated Net Promoter Score through convenient VWO’s on-page surveys.
3. Survey segmentation: Surveys can target specific visitor segments based on behavior, traffic source, or demographics. This way, businesses can collect precise feedback from different groups, such as new visitors or returning customers, ensuring personalized insights.
4. AI-powered survey creation and analysis:AI-driven features enable the automatic generation of questions based on specific goals, ensuring targeted and relevant feedback. Additionally, AI analyzes responses and provides concise summaries, identifying key trends and actionable insights. This process simplifies question creation and data analysis, delivering essential insights quickly and efficiently.
5. Multilingual surveys: You can set surveys in multiple languages, making gathering feedback from global audiences easier. This feature helps businesses cater to a diverse customer base and ensures that language barriers do not hinder feedback collection.
6. Integration with other behavioral analytics tools and A/B testing: Surveys integrate seamlessly with heatmaps, session recordings, and form analytics, providing a holistic view of user behavior. These tools let you monitor user interactions and spot drop-off points. As A/B testing is also a capability within the same platform, you can test and measure how insights-driven changes impact customer satisfaction and conversion rates.
Pro Tip!
To gain deeper insights into survey responses, analyze session recordings of respondents on VWO. This feature lets you click and watch their interactions, revealing the reasons behind their answers and enhancing your understanding of user behavior.
Real results: How customer feedback drove conversion growth
ShopClues used VWO to optimize its home and category pages, aiming to increase conversions. By analyzing behavior with heatmaps and gathering feedback via on-page surveys, they identified critical areas for improvement, including quicker access to filters like “new arrivals” and “best selling.” These changes led to a 26% increase in visits-to-order from the home page and 48% from the category page, demonstrating how customer feedback can effectively drive improvements and boost conversions.
Control
Variation
Free trial & pricing:
Free trial
Starting price
30-day comprehensive trial with full access to all VWO products
Starter plan: Free for up to 5K MTU with website survey feature. All survey features: $199/month for up to 10K MTU (billed annually)
Our client’s words:
VWO consists of a complete set of tools and features, using which I was able to infer how visitors use the site (heat maps, visitor-recording,s etc) and even how they feel (surveys). Gleaning insights from these data, I could strategize and easily launch A/B tests, multivariate tests, personalization triggers, and more to optimize our funnel. The complete process of “data-driven” optimization through this tool is self-explanatory and easy to set up.
Zonka Feedback is a customer experience platform streamlining feedback collection with engaging, customizable surveys. It gathers insights from various touchpoints, uses AI analytics to understand customer needs, and helps businesses act by closing the feedback loop within one unified platform.
Best features:
CX & survey software
In-product feedback
Offline & Kiosk surveys
Free trial & pricing:
Free trial
Starting price
Yes, 14-day free trial on all paid plans
$49/month, billed annually
A customer experience as per G2 reviews:
Zonka Feedback has been a fantastic addition to our retail business. We use it to collect customer feedback at checkout and post-purchase via SMS surveys. The real-time dashboard gives us valuable insights into what customers love and where we need to improve.Since implementing the platform, we’ve seen an improvement in our customer experience and retention rates. The NPS tracking has been particularly useful in understanding brand loyalty.
Rajat G. Manager
Additional tools for measuring customer satisfaction
Below is a list of other customer satisfaction survey softwares that offer valuable solutions for capturing and analyzing customer feedback:
Measuring customer satisfaction with dedicated CSAT software is essential for enhancing customer experiences and boosting business growth. These tools offer advanced features for collecting, analyzing, and acting on feedback, providing key benefits:
1. Streamlined data collection
CSAT software automates survey distribution and response collection, ensuring timely feedback while reducing errors.
2. In-depth data analysis
Advanced analytics turn feedback into actionable insights, allowing businesses to track trends and prioritize improvements across various touchpoints.
3. Customization and flexibility
CSAT tools offer customizable surveys with features like conditional logic. These allow you to ask the right follow-up questions and ensure relevant, high-quality responses.
4. Real-time feedback
Get instant feedback through customizable surveys triggered by events like purchases or support interactions. This enables quick action to address customer concerns and boost satisfaction.
5. Integration with existing systems
Seamless integration with CRM, marketing, and helpdesk systems allows for a unified view of customer interactions, streamlining the feedback process.
6. Scalability and continuous improvement
CSAT tools scale with your business, managing increased feedback volumes while tracking customer satisfaction. This ensures businesses can adapt to evolving customer needs and make long-term improvements.
7. Data-driven decisions
Measuring NPS and CSAT scores provides valuable data that informs strategic decisions. This quantitative data is complemented by qualitative feedback, offering a clearer understanding of customer preferences and sentiments.
Wrapping up
Now that you’ve explored the top tools, the next step is choosing one that matches your goals. Exploring free trials or demos is the best way to test performance in real-world scenarios and see how well it fits your workflow.
With VWO Surveys, you can capture real-time feedback as visitors interact with your website. Hearing directly from customers helps you understand satisfaction levels and identify opportunities to improve their experience with your site, product, or services.
VWO connects feedback with behavioral insights and experimentation, unlike many standalone survey tools. This means you don’t just collect responses, you can validate them with A/B testing and even deliver personalized experiences based on what you learn.
VWO’s 30-day free trial gives you the chance to explore these survey capabilities before committing, helping you choose with confidence.
FAQs
Q1. What are customer satisfaction survey tools?
Customer satisfaction survey tools are software platforms that enable businesses to collect customer feedback, typically through surveys. These tools help measure various customer satisfaction metrics, including CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), and CES (Customer Effort Score).
Q2. What do customer satisfaction survey tools measure?
They measure customer satisfaction in product quality, service interactions, ease of use, and overall experience. Typical metrics include CSAT, NPS, and CES.
Q3. What is a CSAT survey?
A CSAT survey is one type of customer experience survey that measures customer satisfaction with a specific interaction, typically using a scale (e.g., 1 to 5 stars or 1 to 10 ratings). It’s a quick way to gauge customer satisfaction after a purchase, support call, or service interaction.
Q4. What are the types of customer satisfaction surveys?
The three main types of surveys are:
CSAT (Customer Satisfaction Score): Measures customer satisfaction with an interaction. NPS (Net Promoter Score): Gauges loyalty by asking customers if they’d recommend your brand. CES (Customer Effort Score): Assesses how effortless it is for customers to complete tasks or resolve issues.
Q5. What are the seven different ways to measure customer satisfaction?
Here are seven different ways to measure customer satisfaction:
a. Customer satisfaction surveys and forms b. Social media networks and online reviews c. Customer churn rate d. Live chat interactions e. Email campaigns f. Web pop-up surveys g. SMS surveys
Q6. What is a CSAT score?
A CSAT score (Customer Satisfaction Score) is a metric used to measure customer satisfaction with a specific interaction, product, or service. It is typically gathered through a simple survey that asks customers to rate their satisfaction on a scale, often from 1 to 5 or 1 to 10.
The CSAT score is expressed as a percentage, ranging from 0% to 100%, where higher percentages indicate greater satisfaction.
Q7. How to collect CSAT?
To collect CSAT, identify critical touchpoints in the customer journey for measurement, and design a simple survey with direct questions. Distribute the survey through various channels, calculate the CSAT score based on responses, and act on the feedback to drive improvements.
I'm a branding enthusiast, marketer, and B2B content professional with over 20 years of experience. I'm also a certified native advertising expert and trained in strategic thinking. Author of 'Managing Modern Brands: Cult Theory and Psychology', and three other books in diverse genres. I generally write on marketing trends, optimization, brand strategy, consumer psychology, CRO, cult theory, data, personalization, and content strategy. With a strong expertise in building and leading teams and cross-functional collaboration, I have driven demand through content creation, data, digital media, content marketing, and technology.
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