Best 18 Customer Feedback Tools & Software in 2024

Best 18 Customer Feedback Tools & Software in 2024

Customer feedback tools help businesses collect, analyze, and sort customer feedback through various channels through which customers interact with your online business.

The product or service you provide your customers will need to improve to stay relevant in this market constantly. For that, you need the best customer feedback tools to help you gather customer feedback and make sense of it.

But first, let’s take a quick look at the factors that make collecting customer feedback an integral part of running a successful business these days.

What is a Customer Feedback Tool?

A customer feedback management tool is software designed to help businesses collect, analyze, and organize customer feedback across various channels. Later, you can use the collected data to drive informed decisions based on the feedback.

A customer feedback tool helps businesses understand customers' thoughts about their products or services. With these feedback tools, one can gain insight into what customers think about the company's services and use that information to make positive changes to improve customer satisfaction.

Customers feel like they’re being heard when they give their opinion on a product or service, which creates loyalty and goodwill towards the company.

Top Customer Feedback Software & Tools in 2024

Choosing the right customer feedback tool for your company can be daunting. We've listed the best customer feedback software tools for SaaS companies and product teams. Each with its top features use cases, and pricing. Let’s take a look at some of our favorite customer feedback tools.

1. Rapidr

Rapidr is a customer feedback management software and feature tracking tool that helps manage the entire feedback lifecycle, from capturing feature requests to prioritizing features, informing product roadmap, and sharing product updates with changelog.

Rapidr allows you to capture and track all user feedback and organize and analyze them under one roof in a centralized location. Then, inform your roadmap with the most critical feedback and notify users of what's new with release notes.

Pricing: Starts at $49/month.

Use case: Best for feature request tracking, idea management, feature voting, roadmapping, and product changelog.

Features of Rapidr

  • Rapidr is an end-to-end user feedback management solution, so you don't have to glue multiple apps together. With it, you get a customer feedback management tool, feature request collection software, road mapping software, and release notes software.
  • Rapidr is one of the most affordable and cost-effective solutions that offer excellent value for money stacked against the other enterprise options on this list. Rapidr's pricing is based on the value you derive from the software instead of per-seat pricing.
  • Rapidr's hosted feedback portal and feedback widgets are lightweight, easy to use, and customizable, fitting perfectly with your existing workflows and brand design.
  • Rapidr is built to support varying workflows and to match different product development terminology across companies. It's built to be customizable from day one.
  • Rapidr can be fully white-labeled on high-end plans. White-labeling removes the "Powered by Rapidr" link from your feedback portal and emails, which means no visible branding from Rapidr.
  • Rapidr is relatively new in the market, and they track feedback on their public feedback board. But with features rivaling other options at a much lower price and in the hands of trusted people, it's an excellent option for anyone looking for a lean, simple, and clean feature voting tool.

2. UserVoice

UserVoice was launched in 2008 and has many customers worldwide It caters to enterprise companies that want to gather customer feedback, process support requests, and increase customer satisfaction. UserVoice allows companies to create feature request voting boards for customers to share their ideas, opinions, and votes.

Pricing: UserVoice is enterprise software that starts at a whopping $799/ user /month with an annual agreement billed quarterly, but you'd have to contact their sales team to get a quote.

Use case: Best for product feedback management.

Features of UserVoice

  • UserVoice provides feedback software that gathers data from their customer base, analyzes it, and then presents it to them to make informed decisions about what should be improved or changed.
  • UserVoice creates a feedback loop by providing forum software enabled with roadmap functionality.
  • UserVoice has streamlined communication with customer-facing and product teams and keeps all product feedback in one location to increase transparency.
  • They allow product teams to see how many customers requested a particular feature and its importance to their business goals. They allow segmentation and create cohorts for different types of users.
  • UserVoice was built in 2008, and the user interface shows. Every simple task is complicated, hard to navigate, and has a steep learning curve.
  • It is not a cheap option when compared to other UserVoice alternatives.
  • Time-consuming and complicated onboarding requires much learning to understand the functionality, complete the setup, and collect user feedback.

3. Typeform

TypeForm is a survey software solution for handling customer feedback management processes that allow the creation of intuitive forms, surveys, and questionnaires. Typeform supports the survey design process with a wide range of templates offered, and the surveys can be built for business-centric purposes, such as lead generation.

Pricing: Starts at $35/month.

Use Case: Best for user & online surveys

Features of Typeform

  • Typeform is handy when embedding additional elements such as videos and images, and the interactive, one-question-at-a-time format of the survey experience has many fans.
  • Typeform offers unlimited feedback questions and answers, many themes, and a user-friendly interface, survey analytics, and integrates with a wide variety of business tools.
  • Its customers mention that Typeform may not be the most robust solution in terms of functionality as it only has a couple of options for how your forms will look and have a few integrations for what your forms can do... and that is mainly by design.
  • It's pretty expensive for a survey tool. The pricing structure needs work. Even though entry-level is free, $35 a month can be difficult for some starting businesses.

4. Aha

Aha is a roadmapping software. It allows to set strategy and KPIs, crowdsource, and manage ideas and features with a Kanban board and Gantt charts. In addition, it helps to crowdsource, engage with the community, capture feedback directly from customers, and promote the features with the most votes directly to the product roadmap.

Pricing: Starts at $39/month for three users.

Use Case: Best for project management, roadmapping, and idea management.

Features of Aha Idea

  • Aha provides all product management facilities in one tool: requirement gathering, epic and user story breakdown, roadmap, backlog management, etc.
  • Aha can be a sophisticated tool that's very flexible and configurable, so it requires a little while to get fluent with everything it may do and be aware of the best workflow patterns.
  • Aha, roadmaps work way better as a roadmapping tool than Aha ideas used for idea management. It is excellent for creating Kanban boards and Gantt charts.
  • Aha is a roadmap tool first and a customer feedback management tool second as compared to other alternatives. As a result,  configuring it feels like a chore.
  • They have per-seat pricing, so you'd need to pay for each teammate you bring to the platform compared to Rapidr pricing. They offer scaled plans to larger businesses and provide multiple product managers access.

5. Productboard

Productboard is a project management tool that helps product managers understand what customers need, prioritize what to build next, and rally everyone around the roadmap. It consolidates customer feedback into a prioritized roadmap based on data.

Pricing: Starts at $39/month per teammate

Use Case: Best for project management and roadmapping.

Features of Productboard

  • Productboard is a project management tool that combines a user feedback voting board and inbox with prioritization methods and roadmaps.
  • Key features include collecting product feedback from email, prioritizing features with a set of frameworks, various product roadmap templates, etc.
  • Many integrations such as Slack, Zapier, and Salesforce are supported to manage projects and customer feedback.
  • Productboard feels like an overly complex project management tool, much less a feature-tracking tool. No doubt, it's great, consisting of all the customizations, but configuring the right setting for managing user feedback feels like a chore.
  • It is expensive. At the time of writing, prices start from $20 a month for one admin and five contributors with limited admin rights and restricted features compared to other feedback management tools.

6. Qualaroo

Qualaroo is a survey feedback platform that helps to gain qualitative insights through website surveys. Its key features include sentiment analysis, cookie targeting, data streaming, custom properties, and responses.

Pricing: starts at $100 per month.

Use Case: Best for website and UX feedback and surveys.

Features of Qualaroo

  • The platform provides a proprietary insight capture tool that helps you ask the right questions at the right time so that you don’t have to create in-app, link, or web surveys from scratch whenever you want to collect customer feedback.
  • Qualaroo helps users engage with customers based on their actions on the website and segment customers based on geographies.
  • This is your best bet if you are looking for an advanced survey tool. Still, a customer feedback management tool requires collecting, prioritizing, and managing feedback under one roof to close the feedback loop, and Qualroo doesn't have the necessary features to do that.
  • It is expensive compared to other feedback management alternatives. Customers quote the price of the tool to be on the higher side.

7. Feedbackify

Feedbackify is a platform that allows users to design custom feedback forms using a built-in drag-and-drop editor and collect instant feedback from anonymous site visitors to increase response rates and protect consumer privacy.

Pricing: Starting at$19 per month

Use Case: Best for real-time website feedback.

Features of Feedbackify

  • Form-based customer feedback solution to collect real-time feedback from your website visitors.
  • It provides a drag-and-drop form editor and supports real-time reporting, used mainly by startups for feedback management.
  • Feedback forms with lots of questions get on the nerves of those customers who want to give positive feedback.

8. Mopinion

Mopinion empowers its users to create customizable online feedback forms, including various CX metrics such as NPS, CES, and CSAT, and trigger them based on rules such as mouse movement, exit intent, etc.

It also includes visualization in customizable dashboards, text analysis, and labels. Users can use proactive alerts and role-based views to act upon feedback.

Pricing: Starting at $229/month.

Use Case: User feedback forms, NPS, and CSAT forms.

Features of Mopinion

  • It allows you to create, design, and configure feedback forms and embed them directly into the site.
  • It also offers reporting, analytics, and sentiment analysis to gauge customer sentiment.
  • Mopinion also helps you collect and organize customer feedback across multiple channels, including in-app feedback.
  • It also supports customer segmentation to target selected customer demographics like Rapidr but doesn't support feature request voting boards like Rapidr.
  • Being expensive, it is unsuitable for startups and small businesses compared to its alternatives.

9. Survicate

Survicate is a survey and NPS software that helps you capture more customer feedback and deliver a better experience. Send surveys by email, link, or chat. Run targeted surveys on websites to collect customer feedback.

Pricing: Starts at $129 per feature per month

Use Case: Best for customer experience and NPS surveys.

Features of Survicate

  • The UI and interface are easy to use and user-friendly, and the widget design is delightful. You can easily preview surveys before launching with various customization options for survey visualization.
  • It is an on-site survey tool that supports many integrations, especially Intercom, and allows customers to create surveys easily - from scratch or a template.
  • Being an online survey tool, it doesn't provide advanced functionality to analyze and manage customer feedback or provide a feedback forum or updates about new features to customers.
  • Survicate does not offer a free trial to try it out before buying a subscription.

10. Hotjar

Hotjar is a game-changing analytics tool for page view and user session recordings. It offers analysis and feedback, including heatmaps, conversion funnels, form analytics, and visitor recording. With these analysis tools, companies can monitor and measure user behavior. In addition, Hotjar provides visual representations of website visitors and their usage behavior.

Pricing: Starts at $39/month

Use case: Best for user behavior visualizations and tracking.

Features of Hotjar

  • Hotjar has a user-friendly user interface. It's lightweight and straightforward to use, doesn't go overboard with complicated functionality and is plenty robust to provide critical insights.
  • Hotjar helps you track customer journeys on your website to improve your customers' onsite experiences and engagements. Hotjar provides its data as visual representations called heatmaps.
  • Hotjar is an analytics tool with heatmaps, but feedback is an afterthought. It is more focused on analytics and user behavior rather than being a full feedback solution.
  • Hotjar does not have a voting mechanism or a feedback portal.
  • Hotjar lacks the functionality to group similar feedback and ways to categorize the feedback received to make sense of it. They do not provide an exclusive feedback-focused dashboard, just polls and surveys to collect feedback.

11. SurveyMonkey

SurveyMonkey is an all-in-one survey tool that helps run customer satisfaction surveys(CSAT) and NPS to get product feedback and ask customer feedback questions to users. It also supports employee engagement surveys to understand employee satisfaction within the company.

SurveyMonkey Pricing: Starting from $25/month

Features of SurveyMonkey

  • It is user-friendly and has an easy-to-use interface for creating and sending feedback surveys.
  • It provides a wide range of survey customization options, like the ability to collect data from many respondents, integrate with other tools, etc.
  • SurveyMonkey offers advanced reporting and data analysis capabilities as well.
  • Limited customization options for some of the survey templates. It also does not provide public product roadmaps and changelog functionality like Rapidr.
  • Higher pricing for advanced features, such as skip logic and data export, doesn't support different types of customer feedback.

12. UseResponse

UseResponse is an integrated customer support application that combines the functions of a support ticketing center, feedback communities, live chat, and knowledge database in a single package.

Pricing: Starts at $124/month

Use Case: Best for customer support, idea management, and roadmapping.

Features of UseResponse

  • UseResponse is a cloud-based support solution that provides users with customer service tools and feedback solutions.
  • UseResponse helps companies improve customer support with the help of smart automation, chatbots, public communities, and embeddable knowledge base functionality.
  • It is a pricey software with pricing starting at $124/month for two agents that offer all Enterprise features.

13. GetFeedback

GetFeedback lets you create beautiful, mobile-friendly surveys that improve response rates. It helps measure and improve key customer satisfaction metrics, like Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Pricing: Starting at $29 per month

Use case: Best for bug tracking, website feedback tracking, and UX feedback.

Features of GetFeedback

  • It supports feedback management with customizable surveys and reporting altogether.
  • It also provides mobile surveys, predictive analysis, and multi-channel communication.
  • It doesn't support different types of customer feedback, user permissions, or multi-party survey collaborations.
  • It's a bit higher priced than other options and unsuitable for small businesses and startups.

14. UserReport

UserReport helps you identify users and track customer satisfaction while visiting your website. UserReport is an online survey and feedback management system that offers a platform to collect user feedback.

Pricing: Contact to get a quote.

Use Case: Best for online surveys and understanding customer behavior and engagement.

Features of UserReport

  • Userreport provides a survey widget that tracks user satisfaction, net promoter scores (NPS), and audience demographics in one tool.
  • It also provides a feedback widget to collect feature requests, feedback, insights, and voting functionality to help prioritize feature requests.
  • Userreport is more of an online survey management platform, more suitable for data collection, and less for managing and analyzing user feedback.
  • Receiving and sending customer feedback surveys feels like a chore. Survey fatigue reduces response rates, as surveys are long and questionary, compared to a dedicated customer feedback platform, where users provide feedback on their own choice & time.

15. Usersnap

Usersnap is a feedback and bug tracking tool that allows screenshots of the current browser content to communicate effectively about issues and share feedback between developers, customers, and everyone involved. Usersnap is a visual feedback platform that helps measure user experience.

Pricing: Starts at $69/month

Use Case: Best for customer feedback and surveys.

Features of Usersnap

  • Usersnap is easy to set up and quickly collects bugs and feature requests. As its users mentioned, submitting feedback - text, screenshots, and video is super easy.
  • It provides powerful on-screen annotation functionality, ease of labeling and delegating tasks to users, recording for debugging, and browser details in submission while creating feedback.
  • Usersnap is more of a bug-tracking and issue-management tool than a feature request-tracking software that facilitates collaboration between developers and users using in-browser screenshots for bug reporting.
  • It mandates installing a Google Chrome extension to capture screenshots to submit feedback and does not provide feedback boards to manage feature requests. No product changelog as well.

16. Saber Feedback

Saber is a visual feedback tool that allows users to “draw” on your website to point out specific problem areas, which you’ll then receive a screenshot you can use as a reference point for performing the fix.

Pricing: Starting at $29 per month

Use case: Best for bug tracking, website, and UX feedback.

Features of Saber

  • Visual feedback tools work directly on your website to simplify your feedback process. Hear directly from your users without the need for endless email chains.
  • Saber also supports customizable feedback forms and custom feedback triggers.
  • It's more of a bug-tracking and website feedback management tool than a user feedback tool, as there are no advanced options to manage and prioritize feedback once captured.  
  • Difficult to customize and set up the tool as well.

17. Qualtrics

Qualtrics is an online survey and questionnaire tool offering nearly many question types and templates. Qualtrics helps understand customers at every meaningful moment and take actions that deliver breakthrough customer experiences with feedback surveys.

Qualtrics Pricing: Custom Pricing

Use case: Online surveys.

Features of Qualtrics

  • Creating a survey is quick and easy, and the interface is user-friendly and easy to navigate.
  • It supports pre-built survey templates with several question types to design surveys and supports predictive analysis, reporting, and crosstab functionality.
  • Adding customization or more complex logic could also be challenging if you don't know any scripting languages.
  • Comparatively difficult to integrate APIs and other tools with Qualtrics.

18. Trello

Trello is a collaboration and project management tool that provides a kanban style roadmap to arrange and manage project tasks. Your team could also create a public board where customers can log in, submit their feedback as comments on existing cards, and vote for their favorite features.

It is a simple task management tool that provides a drag-and-drop feature to tasks and projects with the help of boards, lists, and cards, which many teams use as a feature voting tool.

Pricing: Starts at $5/month per user

Use case: Best for project management, roadmapping, and to-do list.

Features of Trello

  • Trello allows you to create closed boards with a limited group of members within the company and public boards that anyone can view, including your customers.
  • Basic functionality in Trello is free, including unlimited boards, cards, and users. Still, as for adding more team members, it charges per seat and extra charges for power-up features.
  • Trello is built for project management purposes, including a Kanban Board to keep track of todos and other tasks. However, when you manage customer feedback on a larger scale, you’ll be held back by its generic user interface and lack of extensibility.
  • Trello is free, but once you use advanced features or power-ups, the per-seat pricing won’t scale with your team and quickly becomes costly.
  • It is suitable for smaller projects. However, feedback tracking becomes complex with limited functionality as the user base and the team grows.
  • Closing the user feedback loop becomes a tad harder in Trello as you can’t quickly contact customers for more feedback, and there are no notifications for any update on feature status.

Rapidr: Best Customer Feedback Management Tool

While there are many tools to help you capture, organize, and prioritize feedback, you should consider the one that helps you uncover the insights from the feedback without jumping through hoops.

The ideal software should do all the basics and take all the other housekeeping off your plate. It should notify customers about new releases, thus completing the feedback loop, providing actionable insights, and rallying everyone around the roadmap.

Rapidr does all that and even more.

Rapidr helps SaaS companies be more customer-centric by consolidating feedback across different apps, prioritizing requests, having a discourse with customers, and closing the feedback loop. Try Rapidr and keep customer feedback management at your fingertips.

Best 18 Customer Feedback Tools & Software in 2024
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