15 Best Customer Feedback Tools For SaaS Companies in 2024

Will you ever choose a company that doesn’t listen to your best interests in mind?

Customer feedback plays a key role in any company’s long-term success, and getting it is vital for both maintaining and increasing customer satisfaction and patronage.

Discover the right customer feedback tool for your company! Here are 15 of the best customer feedback tools for SaaS companies in 2024!

TL;DR

• Customer feedback tools measure the overall sentiment towards the product. Tools do this by collecting customer feedback, analyzing data, and reporting insights.
• There are many benefits to using customer feedback tools. They include, but are not limited to: discovering pain points, identifying detractors and promoters, and increasing customer satisfaction.
• These are the best survey tools to collect customer feedback.

1. Userpilot.
2. Refiner.
3. Formsite.
4. SurveySparrow.
5. Zonka Feedback.
6. AskNicely.

• These are the best customer feedback tools for UX research and product discovery.

1. Canny.
2. Fider.
3. UserTesting.
4. Hotjar.
5. UserZoom.
6. Bugherd.

• These are the best customer feedback tools for AI-powered analysis.

1. InMoment.
2. Qualtrics.

• These are the best customer feedback tools for brand monitoring.

1. KiyOh.
2. Sprout Social.

• Sign up for a free Userpilot demo today and dive into the wondrous world of customer feedback!

What are customer feedback tools and why do you need them?

Customer feedback tools are software solutions that assist you with collecting user insights, analyzing data, and reporting the findings.

With customer feedback tools, product teams can identify user pain points, find opportunities for improvement, and implement their findings to enhance customer satisfaction.

Best survey tools to collect customer feedback

The most common and simple way of collecting customer feedback is through surveys.

Survey tools allow you to create good-looking feedback forms and distribute them via different channels without writing a line of code.

Below is our selection of the best survey tools to collect customer feedback.

1. Userpilot

Userpilot is a product growth platform that helps software businesses improve product metrics at each stage of the user journey.

The platform offers a comprehensive set of features that allow you to collect, analyze, and act on user feedback.

Key features

Here’s a brief overview of Userpilot’s customer feedback tools:

• Microsurvey templates. You can customize and use a wide range of microsurvey templates offered by Userpilot, including product-market fit, customer effort score, and customer satisfaction score. If you can’t find a template that meets your needs, you can create your own survey from scratch with a drag-and-drop editor.

• Survey localization. Userpilot’s localization feature auto-translates survey content based on users’ location, improving survey experiences for global audiences and facilitating more accurate insights.

• Contextual survey triggering. Userpilot enables you to collect timely and highly relevant feedback with event triggering. For example, you can trigger a CSAT survey right after the user interacts with a newly launched feature so that the user’s memory is still fresh and they can give more detailed feedback.

• Survey Analytics. The survey analytics tool lets you study customer responses to spot trends, patterns, and similarities. Analyze responses at a glance and generate visual insights to communicate them to teams and stakeholders.

• User profile analysis. With the user profile feature, you can get granular insights into each user’s sentiment data, see all the survey answers users have given, and compare how they changed over time.

• NPS dashboard. You can view your NPS score for each survey and your performance over time using an NPS dashboard. This allows you to track progress and determine whether user sentiment is improving.

• NPS response tagging. Userpilot has a response tagging feature that allows you to group open-ended NPS responses to identify recurring patterns. With color-coded tags, you’ll be able to quickly identify answers correlating with low or high scores, so you can prioritize solutions.

Pricing

Here’s an overview of Userpilot’s pricing plans:

• Starter: The entry-level Starter plan starts at $249/month and includes features like segmentation, product analytics, reporting, user engagement, NPS feedback, and customization.
• Growth: The Growth plan starts at $749/month and includes features like resource centers, advanced event-based triggers, unlimited feature tagging, AI-powered content localization, EU hosting options, and a dedicated customer success manager.
• Enterprise: The Enterprise plan uses custom pricing and includes all the features from Starter + Growth plus custom roles/permissions, access to premium integrations, priority support, custom contract, SLA, SAML SSO, activity logs, security audit, and compliance (SOC 2/GDPR).

2. Refiner

Refiner is a customer feedback platform that allows its customers to create shareable surveys, distribute them to different channels, and centralize feedback in one place.

Key features

Here’s a rundown of Refiner’s customer feedback tools:

• Shareable surveys. Shareable surveys are perfect for reaching people who are outside of your application. Refiner offers shareable surveys using URL links, perfect for passing to people via SMS, emails, social media messaging, or wherever.
• Segmentation. Refiner allows you to group users on a number of attributes to send personalized surveys and collect targeted feedback.
• Survey analytics. The admin panel contains custom dashboards that display survey results, such as the number of respondents, response rates, common answers, etc.

Pricing

Refiner offers two paid plans (Starting at Essential’s $79/month billed annually for up to 5,000 MAUs, up to Growth’s $199/month billed annually for up to 5,000 MAUs) and a separate enterprise plan available on request.

3. Formsite

Formsite is a form-building platform where users can create different forms without writing a line of code. It’s not specifically a feedback tool, but is useful in building simple customer surveys.

Key features

Here’s a summary of Formsite’s feedback collection functionalities.

• Website feedback collection. Create your form, customize the style to make it blend well with your website’s design, and then copy the code provided onto your website.
• Item types. Formsite provides over 50 item types for you to use, anywhere from text answers, radio buttons, dropdowns, checkboxes, file uploads, and more.
• Survey for web and mobile. Formsite’s forms and surveys are automatically tablet and mobile-friendly. Also, they dynamically adjust dimensions and formats for mobile, allowing for a more pleasant survey experience for mobile apps.

Pricing

Formsite offers five paid plans (starting at Deluxe’s $21/month billed annually, up to Enterprise’s $209/month billed annually) and a 14-day free trial for its Pro 1 Plan.

Formsite also has separate pricing tiers for Enterprises starting at $249/month.

4. SurveySparrow

SurveySparrow is a unified customer experience platform and an exceptional customer feedback tool for creating custom surveys.

Key features

• Conversational surveys. The conversational surveys tool rephrases survey questions to be more human-like, driving engagement upward. Make your surveys personal with over 600+ customizable surveys, 30+ question types, localization, and other personalization tools.
• Smart surveys. Make surveys more dynamic with SurveySparrow’s smart surveys tool. For instance, skip logic dynamically passes over irrelevant questions, display logic shows content based on survey answers, and piping carries over previous answers into current survey questions.
• Survey share. The platform enables multi-channel feedback collection through solutions like QR codes, survey links, and niche picks like SMS share, social share, and embedded email surveys.

Pricing

SurveySparrow offers four paid plans for its survey suite (starting at Basic’s $19/month billed annually, up to Professional’s $249/month billed annually) that scale according to the volume of expected responses annually.

SurveySparrow also offers a separate enterprise plan that is available upon request.

5. Zonka Feedback

Zonka Feedback is a customer feedback management platform providing robust customer survey tools.

Key features

Here’s a summary of Zonka Feedback’s customer feedback collection tools:

• No-code survey builder. You can use pre-built templates, rephrase or customize questions, and use the survey preview to see how it looks before it’s launched.
• Feedback button. The feedback widget/button always hovers on the sidebar and is designed to capture customer feedback at any time.
• Survey apps and offline surveys. Transform Android or iPad tablets into a portable customer feedback tool. When offline, use the kiosk survey app to turn your tablets into offline kiosk surveys.

Pricing

Zonka Feedback offers three paid plans (beginning at Starter’s $49/month billed annually, up to Growth’s $199/month billed annually) and a separate enterprise plan available on request. Zonka Feedback also offers a 14-day free trial.

The offline surveys suite uses a separate pricing plan: Essential’s $15/device/month billed annually for 2 devices or more and Power’s $17/device/month billed annually for 3 devices or more.

6. AskNicely

AskNicely is a specialized customer feedback app designed to collect and respond to feedback during strategic touchpoints.

Key features

Here’s a rundown of AskNicely’s customer feedback platform features:

• Multi-channel function. Collect feedback data through SMS, email, or embedded surveys.
• Chat-style surveys. Customer feedback surveys in AskNicely are presented like a chatbox, utilizing a personalized, conversational approach to gather customer feedback data.
• Real-time customer feedback. Get feedback straight to your dashboard without waiting for top-of-hour. View real-time feedback on the web, mobile, Slack, or Microsoft Teams, and respond to them directly from your dashboard.

Pricing

AskNicely employs a quote-based model for all of its pricing tiers. You can get a quote by contacting their sales team.

Best user feedback tools for UX research and product discovery

Feedback tools in this category help come up with new product ideas, pinpoint usability issues, and prioritize items for the product development process.

Here are our picks for the best user feedback tools for UX research and product discovery:

7. Canny

Canny is a product management tool specializing in collecting feature requests and product ideas and profiting from them.

Key features

Here’s a summary of Canny’s tools for analyzing customer feedback:

• Feature voting. Users can submit and vote on feature ideas they want to receive in the product’s next update. Additionally, product teams can comment on feature requests to clarify user preferences.
• Product changelog tracking. After implementing feature requests on your newest version, inform your users about the update with product changelogs. Close the feedback loop by automatically updating users about the changes.
• Segmentation. The segmentation tool lets you filter feature requests from specific segments to find the features in order, enabling you to focus on features requested by your most valued customers.

Pricing

Canny offers two paid plans (Beginning at Starter’s $79/month billed annually, up to Growth’s $359/month billed annually), a free plan, and a 14-day free trial for the enterprise tier Business Plan. The Business Plan is also available for enterprises upon request.

Canny also offers discounts for early-stage startups and companies in the non-profit, healthcare, or education industry.

8. Fider

Fider is a simple customer feedback analysis tool and discussion portal for collecting feature suggestions and prioritizing product ideas.

Key features

Here’s a rundown of Fider’s product discovery tools:

• Suggestions and voting. Companies can receive and review comments and feature suggestions with Fider’s discussion portal. Users can leave suggestions on new or advanced features. Other users can upvote on suggestions they like and add comments.
• Feedback updates. Tell users when you start, complete, or decline a feature suggestion. Users who subscribe to a suggestion are immediately notified once there’s an update to a feature suggestion’s status.
• Tags. Fider provides a simple way of organizing user suggestions with tags. Tags can be set to either public or private. Teams can put tags to group similar ideas or make suggestions readily searchable.

Pricing

Fider has a single subscription plan called Fider Cloud Subscription. Users can subscribe monthly for $49/month or pay annually to get two months off for free. Fido also offers a 14-day free trial.

9. UserTesting

UserZoom (now merged with UserTesting) is a robust enterprise-level UX research platform offering a broad range of user testing and feedback collection methods.

It’s an ideal fit if your company needs in-depth analysis, multiple testing capabilities, and larger-scale research initiatives.

Key features

Here’s a brief overview of UserTesting’s customer experience research tools:

• Audience solutions. Find users to test your tools and prototypes with UserTesting’s large pool of live testers and affiliate partner networks. UserTesting handles all administration matters for their live testers, letting you focus on test insights.
• Live conversations. The live conversations tool lets you book face-to-face interviews with testers from your customer base or UserTesting’s network within a few hours.
• Qualitative data documentation. UserTesting logs diverse qualitative data from live or recorded video, audio recordings, screen captures, clickstream data, and responses to tasks and questions.

Pricing

UserTesting employs quote-based pricing for all three of its subscription plans.

10. Hotjar

Hotjar is a behavior analytics and user experience research software with a direct feedback tool in surveys as well as a passive customer feedback tool via heatmaps.

Key features

Here’s a summary of Hotjar’s feedback collection tools:

• Heatmaps: Hotjar generates visual heatmaps that showcase where users click, scroll, and hover on your website pages. This uncovers areas of high or low engagement and also reveals potential friction points.
• Session recordings: Hotjar’s superb session recording tool can also be used to collect passive feedback without asking a single question. The platform lets you view recordings of individual user sessions to see exactly how they navigate and interact with your product.
• Embedded feedback forms. Embed feedback directly on your pages for users to immediately comment on their user experience. Correlate their feedback with a session recording of their time with the product. You can embed different feedback forms depending on the page.

Pricing

Hotjar offers three paid plans for its heatmaps and session recordings tools under Observe Suite, starting at Plus’ $32/month billed annually up to Scale’s $171/month billed annually.

The subscription plans come with a basic plan for its Ask Suite, which houses its feedback and survey tools, and Engage Suite, which houses its live interviews tool.

Hotjar offers a free customer feedback tool for all three Suites and a 15-day free trial for all its paid plans.

11. UserZoom

UserZoom is a user experience research tool under the UserTesting platform, featuring feedback collection tools like surveys, live video interviews, click tests, tree tests, and card sorts.

Key features

Here’s a rundown of UserZoom’s best customer feedback tools:

• Live transcript. When conducting a live interview, UserZoom will transcribe the session to a chosen language and annotate it for insights gathering. Teams can search the transcript for relevant keywords and get to key moments of the interview that uncover actionable insights.
• Schedule studies. Once you’ve planned your usability test, UserZoom can automatically send invites and reminders to your participants. With moderated studies, you can invite other team members to collaborate on the spot — out of view of the test participants.
• Global participant recruitment. Get your tests answered by people from around the globe with UserZoom’s vast network of testers. Get country-specific insights from over 100 countries in more than 20 languages.

Pricing

UserZoom operates a quote-based pricing model for all their pricing tiers. Contact the sales team for more information regarding pricing plans and offers.

12. Bugherd

Bugherd is the best customer feedback tool for bug-tracking. It allows you to track and log bugs directly from your web browser.

Key features

Here’s a brief overview of Bugherd’s feedback collection tools:

• Bug reporting. As a bug-tracking tool, Bugherd is exceptionally quick. Feedback and complaints can be made on the spot with its feedback widget overlayed on top of the website — no additional tools or separate tabs are needed. Screenshots are taken automatically to give context to issues.
• Website annotations. With Bugherd’s website annotations tool, reviewers can pin their comments directly onto UI elements. This helps direct debuggers to the issue and provides context to the issue being encountered.
• Video feedback. Reviewers can utilize Bugherd’s video feedback tool to fully explain the impending issue. Reviewers can narrate with audio and demonstrate with screen capture the steps before encountering the bug. Feedback is capped at one minute to keep things concise.

Pricing

Bugherd offers four paid plans (Starting at Standard’s $33/month billed annually, up to Deluxe’s $191/month billed annually), a separate enterprise plan available on request, and a 14-day free trial.

Best customer feedback tools for AI-powered analysis

Customer feedback analysis tools employ the best AI models, such as NLP, to analyze large sets of data and extract valuable customer insights.

Below are our picks for the best customer feedback tools that utilize AI-powered analysis

InMoment

InMoment is an AI-powered customer experience solution to manage customer feedback.

Key features

Here’s a summary of InMoment’s AI-powered feedback management tools:

• Smarter text analysis. InMoment’s smarter text analysis is built on the bleeding edge of machine-learning models. The AI is versatile in gathering customer insights anywhere with omnichannel listening, understanding conversations with natural language understanding, sentiment detection, and more.
• Intent detection. InMoment can predict user behavior after reading their customer feedback. The AI can detect intent, effort, and emotions in the message and can advise about future actions to either encourage or discourage the predicted behavior.
• Impact prediction. With impact prediction, AI can analyze the impact a specific action plan can have on customer experience, projecting how the customer satisfaction score, Net Promoter Score, or customer effort score will perform.

Pricing

InMoment uses a custom pricing model for all of its subscription plans.

Qualtrics

Qualtrics is an experience management software featuring AI, dubbed “Humanized Intelligence,” for its customer feedback analysis.

Key features

Here’s a rundown of Qualtrics’ AI-powered feedback management tools:

• Omnichannel listening. Qualtrics can track and manage feedback from customers across multiple communication channels. From online reviews and posts to audio calls and chats, Qualtrics logs them all and brings them to a single platform where it’s analyzed and utilized.
• Conversational analytics. The text analytics engine in Qualtrics helps deliver more quality responses and solutions to frustrated users via customer support tools. It can detect sentiments and emotions and tries to measure customer satisfaction even from brief customer interactions.

Pricing

Qualtrics employs a quote-based model for all of its pricing plans.

Best customer feedback tools for brand monitoring

Customer feedback tools specializing in brand monitoring track social media and review sites to collect unsolicited feedback the customers left.

Here are the best customer feedback tools for brand monitoring.

KiyOh

KiyOh is a review system for webshops that aims to increase your visibility on Google.

Key features

Here’s a brief overview of KiyOh’s brand management tools:

• Shop reviews. KiyOh makes you visible with shop reviews. These are reviews that talk about who you are as a seller. KiyOh will find the perfect review that you can use to build your brand reputation and increase new website visitors’ traffic.
• Product reviews. Product reviews are KiyOh’s bread and butter, utilizing millions of reviews to entice people to purchase your product. KiyOh scours through reviews to find the most marketable one for your product found on Google.
• Review alarm. Get notified when new reviews pop up, whether good or bad. You can also respond to customers directly from KiyOh.

Pricing

KiyOh offers three paid plans, starting at Go’s $35.33/month and going up to Premium’s $105.99/month. Optional modules are also available at separate prices.

Sprout Social

Sprout Social is a social media management software that specializes in social media marketing.

Key features

Here’s a summary of Sprout Social’s social media management tools:

• Brand damage management. Sprout Social notifies you when there’s a spike in your engagements and @mentions and helps you navigate through anomalous user behavior. Mark crises with high-priority tags and get suggested solutions to mitigate losses before it gets too big.
• Sentiment research. AI scours the entire social media landscape to collect customer insights on sentiments, feelings, and opinions on specific topics you can position your brand to take advantage of. Find the niche you can fill and stay there.
• Reporting and analytics. You can create custom reports and dashboards to track feedback trends, emerging issues, frequently discussed topics, and influencer activity related to your product or brand.

Pricing

Sprout Social offers three paid plans (Starting at Standard’s $199/seat/month billed annually, up to Advanced’s $399/seat/month billed annually) and a separate enterprise plan available upon request. Sprout Social also offers a 30-day free trial.

Sprout Social’s Social Listening feature is a separate module but is available to purchase for all plans.

Conclusion

Customer feedback tools may be diverse in their functionalities — anything from running short surveys to lengthy user interviews — but they are all united in doing one thing: elevating your business to be the best for both you and your user base.

Are you ready to take full advantage of customer feedback tools? Sign up for a free Userpilot demo today and dive into the wondrous world of customer feedback!