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10 Top Customer Satisfaction Survey Tools for Business Growth
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.
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:
- VWO
- Survicate
- Qualtrics
- Nicereply
- SurveySparrow
- Lumoa
- Medallia
- SurveyMonkey
- AskNicely
- Zonka Feedback
10 Top customer satisfaction survey tools
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.
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:
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.
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.
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.
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.
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.
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.
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.
Is a free trial available?
Yes, a comprehensive 30-day free trial granting full access to all VWO products.
Starting price:
- The starter plan is free for up to 5K MTU and includes a website survey feature.
- All survey features start at $199/month for up to 10K MTU, billed annually.
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, and Automated follow-up actions.
Is a free trial available?
Yes, a 10-day free trial includes all Business plan features, such as native integrations and multilingual surveys.
Starting price:
- $89/month, billed annually for 500 responses.
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.
Best features:
Website & App Feedback, Behavioral Analytics, Omnichannel Reputation & Review Management.
Is a free trial available?
- No information on the website.
Starting price:
- Pricing starts at $1500 per year (as per Zonka)
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
Is a free trial available?
- Yes, a 14-day free trial with access to all features.
Starting price:
- $59/month, billed annually, for 100 responses and three users.
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, and Survey Themes
Is a free trial available?
- Yes, a 14-day free trial option is available to explore the tool.
Starting price:
- Basic – from $19 per month
- Starter – from $39 per month
Team plans –
- Business – from $79 per month
- Enterprise – from $249 per month
- A customized quote based on requirements can be requested.
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, and Customer Feedback Analytics.
Is a free trial available?
- Yes, you can access a free trial option.
Starting price:
- €525/month, billed annually.
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, and Consumer Intelligence
Is a free trial available?
- Information is not available on the website.
Starting price:
- You can request customizable pricing from Medallia to match your specific business requirements.
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.
Best features:
SurveyMonkey Genius to create AI-powered surveys, Multi-survey analysis, and SurveyMonkey Audience for targeted insights.
Is a free trial available?
- Free signup is available.
Starting price:
- Team plans: $25/user/month, billed annually, beginning at three users.
- Individual plans: $39/month, billed annually.
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, and Respond: Closing feedback loop effectively.
Is a free trial available?
- Due to the tailored nature of the solutions, a free trial is not available. However, a personalized demo can be arranged to showcase how the plans meet specific business needs while ensuring security and customization.
Starting price:
- $449/month, billed annually.
Zonka Feedback
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, and Offline & Kiosk Surveys.
Is a free trial available?
- Yes, all paid plans offer a 14-day free trial, allowing you to explore all features in detail before deciding on a subscription.
Starting price:
- $49/month, billed annually.
CSAT tools – summary
| S.No | Tool Name | Features | Free-Trial | Pricing |
| 1 | VWO | Custom triggering options, Multiple question formats, Real-time feedback, AI-powered survey creation, Multilingual surveys, A/B testing integration | Yes, 30-days | Free starter plan for up to 5K MTU, Paid plans from $199/month |
| 2 | Survicate | Website Feedback Surveys, In-Product Surveys, Survey Templates, Survey logic, and automatic translation, and Automated follow-up actions | Yes, 10-days | $89/month, billed annually for 500 responses |
| 3 | Qualtrics | Website & App Feedback, Behavioral Analytics, Omnichannel Reputation & Review Management. | No information | Pricing is available upon request; may start at $1500/year |
| 4 | Nicereply | Customer Effort Score, Net Promoter Score, Customer Satisfaction Score, Survey Distribution Channels, Customer Feedback Analytics | Yes, 14-days | $59/month, billed annually |
| 5 | SurveySparrow | Reputation Management, Ticket Management, Offline Surveys, Mobile-first Surveys, Smart Surveys, and Survey Themes | Yes, 14-days | Plans start at $19/month, Business plan from $79/month |
| 6 | Lumoa | GPT integration in surveys, Multi-channel data collection, Text analysis and predictive insights, and Customer Feedback Analytics | Yes | €525/month, billed annually |
| 7 | Medallia | Customer Experience Management, Agile Research with pre-built surveys, Conversation Intelligence, and Consumer Intelligence | No information | Custom pricing upon request |
| 8 | SurveyMonkey | SurveyMonkey Genius to create AI-powered surveys, Multi-survey analysis, and SurveyMonkey Audience for targeted insights. | No, but free signup is available | Team plans from $25/user/month, Individual plans from $39/month |
| 9 | AskNicely | Assess: NPS/CSAT Programs, Collect: Gathering customer feedback, NiceAI: Use AI for deeper insights, and Respond: Closing feedback loop effectively. | No, but a personalized demo is available | $449/month, billed annually |
| 10 | Zonka Feedback | CX & Survey Software, In-Product Feedback, and Offline & Kiosk Surveys. | Yes, 14 days | $49/month, billed annually |
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:
Do businesses need specific software for CSAT?
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:
Streamlined data collection
CSAT software automates survey distribution and response collection, ensuring timely feedback while reducing errors.
In-depth data analysis
Advanced analytics turn feedback into actionable insights, allowing businesses to track trends and prioritize improvements across various touchpoints.
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.
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.
Integration with existing systems
Seamless integration with CRM, marketing, and helpdesk systems allows for a unified view of customer interactions, streamlining the feedback process.
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.
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.
How can VWO help you measure customer satisfaction?
VWO Surveys capture real-time customer feedback during website interactions. These surveys allow you to hear directly from customers, helping you meet their satisfaction and enhance their experience with your site, product, or services.
Paired with behavioral analytics, you can also watch how users interact with your website. This combination of watching and listening provides deeper insights.
Ultimately, A/B testing in VWO helps make data-driven changes, while personalization delivers tailored experiences based on insights.
The AI features simplify the process of collecting and analyzing customer satisfaction. You get AI-generated survey questions based on your goals and AI-summarized survey reports with actionable insights, saving you from manual work. You can also segment and filter reports to focus on specific customer groups, making it easier to spot trends and customize improvements for targeted audiences.
Conclusion
After clearly understanding the top tools, key features, and pricing, the next step is choosing one that aligns with 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.
VWO’s 30-day free trial offers surveys with features like real-time feedback and customer insights, giving you time to evaluate before committing. Use these trials to ensure you choose the right tool for your business growth.
We hope this guide helps you find the perfect customer satisfaction tool, empowering you to delight customers and build lasting connections!
FAQs
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).
They measure customer satisfaction in product quality, service interactions, ease of use, and overall experience. Typical metrics include CSAT, NPS, and CES.
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.
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.
Here are seven different ways to measure customer satisfaction:
Customer satisfaction surveys and forms
Social media networks and online reviews
Customer churn rate
Live chat interactions
Email campaigns
Web pop-up surveys
SMS surveys
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.
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.
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