Customer Satisfaction Software

Finding software can be overwhelming.

Showing 1-20 of 17 products

Medallia

Medallia is a text analytics solution that uses AI and machine learning technologies to enhance customer, employee and product experiences by detecting user patterns, needs and behaviors. It allows administrators to set up organizational... Read more

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Deployments: Cloud
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Qualtrics CustomerXM

Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. Its key features include net promoter score (NPS)... Read more

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Thematic

Thematic is a text analytics solution that helps enterprises collect and analyze customer feedback from various sources using artificial intelligence (AI) technology. Professionals can utilize the sentiment analysis tool to identify... Read more

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Deployments: Cloud
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Zendesk

Zendesk Suite is a cloud-based solution that helps customer service agents manage and resolve clients’ queries via ticket management, chats, voice calls or user guides. With its omnichannel dashboard, managers can update the status... Read more

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MaritzCX

MaritzCX is a cloud-based customer and employee experience solution that assists large-sized enterprises with data collection and customer satisfaction tracking. Its key features include a survey builder, data mining, forecasting and... Read more

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Podium

Podium is a customer interaction platform that utilizes text messaging to help businesses manage customer relationships and build an online reputation on a variety of websites. Podium’s platform consolidates customer interactions... Read more

Platforms: MacWinLinux
Deployments: Cloud
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Bold360

Bold360 is a cloud-based live chat platform that allows users to communicate and manage reports online. Bold360’s key features include live chat, messaging, mobile engagement, agent productivity management, AI self-service, reporting... Read more

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SightMill

SightMill is a cloud-based survey management solution designed to help businesses create and conduct net promoter score (NPS) surveys. It allows users to generate and deliver surveys to customers via SMS, emails or by embedding it... Read more

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GetMoreReviews

GetMoreReviews is a cloud-based reputation management solution that helps businesses of all sizes manage and generate reviews of the customers across the web. It allows users to maintain brand value by receiving alerts on negative... Read more

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Deployments: Cloud
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Genesys Cloud

Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use, and... Read more

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Deployments: CloudOn premise
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SurveySparrow

SurveySparrow is a cloud-based customer experience solution that enables businesses of all sizes to create engaging feedback surveys. It comes with a centralized dashboard, which allows users to import contacts and organize them in... Read more

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SurveyLegend

SurveyLegend is a cloud-based survey solution for individuals and businesses of all sizes. The solution enables users to create mobile-friendly surveys, manage survey questionnaires, customize questions and track responses. SurveyLegend... Read more

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SoGoSurvey

The world's top companies use SoGoSurvey to gather game-changing business intelligence through its Customer Experience, Employee Experience, Survey and Assessment platforms.  SoGoSurvey's Employee Experience (EX) platform helps you... Read more

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BirdEye

BirdEye is a cloud-based reputation management solution which caters to businesses of all sizes across multiple industries. Key features include review management, web-based chat, issue management, social media management and more. BirdEye... Read more

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Swell CX

Swell CX is a cloud-based solution that enables businesses of all sizes to gain insights into customer experience through real-time feedback, online reviews, customer satisfaction surveys and net promoter scores. Key features include... Read more

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Delighted

Delighted is a cloud-based customer experience (CX) management solution designed to help small to large enterprises gather and analyze customer feedback by conducting surveys across multiple platforms. Users can evaluate customer satisfaction... Read more

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CustomerGauge

CustomerGauge is a customer experience solution, which helps businesses calculate net promoter score (NPS), predict churn rates and collect and organize customer feedback. It enables CX teams to embed review requests in survey campaigns,... Read more

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Buyers guide

Customer satisfaction is a crucial metric every business should track and analyze because satisfied customers are likely to become loyal clients who can even bring new customers by spreading word of mouth. On the flipside, dissatisfied customers can damage brand reputation and hurt revenue.

However, gathering data and measuring customer satisfaction is not easy, especially if you’re doing it manually, such as with spreadsheets or pen and paper surveys. 

A more efficient way is to use a software tool that centralizes all the related processes and automates most of the tasks. But with so many options out there, it can be confusing to make the right choice. 

To help you get started, we have done the research on key features, benefits, customer groups, and other considerations you should have in mind while evaluating customer satisfaction software.

Here’s what we’ll cover:

What is customer satisfaction software?

Customer satisfaction software is a tool that helps in collecting customer feedback, monitoring feedback trends, and analyzing overall satisfaction metrics to understand customers’ perceptions toward a business’s products and services.

The solution is essential for businesses looking to understand the pain points of their customers and identify opportunities for improvement.

A key point here is that customer satisfaction software is different from customer service software. The latter is designed to offer more immediate assistance to customers and may lack the analytical features to help understand customer sentiment comprehensively.

nalyzing customer feedback trends in Zendesk

Analyzing customer feedback trends in Zendesk Help Desk (Source)

Common features of customer satisfaction software

Customer satisfaction software offers features that help you gather and analyze customer feedback. Here’s a closer look at the common features:

Feature

Description

Feedback collection

Automate the collection of feedback from customers using forms and surveys that can be sent as emails or shared on websites and social channels.

Survey creation

Create different kinds of surveys, such as NPS surveys or product feedback surveys.

Survey customization

Customize the design elements (logo and colors) and settings (scoring, A/B testing, logic, etc.) of surveys. 

Analytics

Track customer satisfaction scores and analyze metrics on a visual dashboard. 

What type of buyer are you?

To find the customer satisfaction software that is right for your business, you have to be aware of some basic things buyers like you look for in such a tool. Below are the three common buyer groups and their chief concerns: 

  • Small businesses (annual revenue < $50 million): These buyers typically have a few clients, which doesn’t make the feedback collection process complex. For such buyers, the chief concern is the cost of the software, and the best option for them is cloud-based solutions that generally require lesser upfront investment than on-premise tools. 
  • Midsize businesses (annual revenue $50 million to $1 billion): These are growing companies that are looking to expand their customer base. As a result, they want a tool that has all the features that can help them effectively track, analyze, and capitalize on customer satisfaction.
  • Large businesses (annual revenue > $1 billion): These buyers will benefit from advanced systems that not only offer deep insights and extensive customizability but also integrate with their existing solutions to create a cohesive infrastructure for seamless data exchange.

Benefits of customer satisfaction software

Customer satisfaction software, as the name suggests, helps you to understand your customers better. Let’s look at the two key benefits of using the tool: 

  • Reduce customer churn: Customer satisfaction software allows you to understand if and why your customers are happy/unhappy with your product or service. Armed with this knowledge, you can create effective strategies to strengthen customer loyalty and create cross-selling opportunities.
  • Differentiate your brand: Another importance of gathering feedback is that it helps you understand customer pain points. This enables you to identify opportunities to improve your products and services and stand out from your competitors.

Key considerations when selecting customer satisfaction software

While purchasing customer satisfaction software, observe these two considerations closely:

  • Additional modules: While customer satisfaction software can be effective in gathering and analyzing feedback, there are other related tools such as customer service software and customer engagement software that can be useful for building a holistic understanding of your customers.

Check the integration options across different solutions of each kind to ensure seamless data flow between them.

  • Additional software costs: The cost of software is not always limited to a one-time fee or recurring subscription. There is an array of costs mentioned in the fine print, which could include phone support charges, data migration fees, and integration costs.

Read the terms and conditions closely and clarify with the vendor to fully understand the true cost of using the tool.

Market trends

Below are some of the market trends that buyers of customer satisfaction software should be mindful of:

  • AI-powered programs: One of the most popular AI-powered tools that can help in faster data collection is a chatbot. Embedding a chatbot on your website or within a software interface can allow customers to quickly fill surveys and let you know how they feel about your product or service. 
  • Real-time analytics: An example of real-time analytics is a quick poll that helps in recommending products to customers when they are browsing your website. This ensures that customers are getting solutions and answers faster, which improves their overall satisfaction. 

Note: The application selected in this article is an example to show a feature in context and isn’t intended as an endorsement or a recommendation. It has been obtained from sources believed to be reliable at the time of publication.