Customer Satisfaction Software

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Showing 1 - 20 of 148 products
Showing 1 - 20 of 148 products

monday sales CRM

Built on top of monday.com Work OS, monday sales CRM is a no-code, customizable solution that empowers managers and sales teams to take control of their entire sales cycle - from lead capturing and sales pipeline management to pos...Read more about monday sales CRM

Simplesat

Simplesat is an intuitive and engaging survey tool for service businesses to collect insightful and actionable customer feedback. Simplesat is a cloud-based customer satisfaction survey solution that allows users to set up one-c...Read more about Simplesat

4.77 (61 reviews)

LiveAgent

LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals, and change and license management, all...Read more about LiveAgent

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 about GetMoreReviews

Survicate

Survicate is a cloud-based customer relationship management (CRM) solution for small to midsize businesses in a variety of industries. It offers a variety of ways to collect customer feedback. Survicate feedback can be prompt...Read more about Survicate

4.46 (28 reviews)

SurveyLegend

FrontRunners 2022

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. S...Read more about SurveyLegend

HelpDesk

HelpDesk is a cloud-based ticketing software that helps small to large businesses deliver customer support services. The platform enables users to manage client communication, queries, tickets, feedbacks and surveys. HelpDesk...Read more about HelpDesk

4.53 (36 reviews)

Custify

Custify is cloud-based customer success software that helps businesses capture data from multiple sources to retain customers, reduce churn rate and improve revenue, contract renewals, product adoption and more. The platform allow...Read more about Custify

5.00 (84 reviews)

Zonka Feedback

FrontRunners 2022

Zonka Feedback offers feedback forms and customer satisfaction surveys in various formats, such as on a tablet or on a kiosk, designed for companies to gather and analyze the data. The solution can be utilized by hotels and other ...Read more about Zonka Feedback

4.82 (61 reviews)

Typeform

FrontRunners 2022

Typeform is a cloud-based survey management solution designed for companies of all sizes. It offers survey design, configuration, distribution and analytics within a suite. Typeform features survey design, where users can des...Read more about Typeform

Tidio

Tidio Chat is a cloud-based live chat platform suitable for integration into any company’s website. It includes a customizable interface that lets companies make the live chat interface match the look and feel of existing online a...Read more about Tidio

SurveySparrow

FrontRunners 2022

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 i...Read more about SurveySparrow

4.40 (60 reviews)

Froged

FROGED was designed with your growth in mind. This means you are in the driver seat from your customer success and product teams to your marketing touch points. Our focus is on the entire customer journey from Onboarding and ret...Read more about Froged

4.71 (42 reviews)

Canny

Canny is a feedback management platform designed to help businesses collect and analyze insights from customers and account holders, plan roadmaps and announce product updates. Administrators can automatically link feedback to exi...Read more about Canny

4.65 (34 reviews)

Nicereply

Nicereply is a customer experience management platform used to measure Customer Satisfaction, Customer Effort Score (CES) and Net Promoter Score (NPS). The platform helps businesses solve various problems such as fewer customer fe...Read more about Nicereply

Listen360

Listen360 is a cloud-based customer engagement solution that enables businesses in the healthcare, franchise, fitness and service industry to collect clients' feedback using surveys and analyze received results. Executives can uti...Read more about Listen360

4.79 (43 reviews)

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Callexa Feedback

Callexa Feedback is a customer satisfaction solution that enables businesses to measure, analyze and evaluate clients' sentiments using surveys. Managers can customize the survey template by adding text blocks, salutation and corp...Read more about Callexa Feedback

No reviews yet

nixi1

nixi1 is a cloud-based chat management solution, which helps small businesses, contact centers and travel agencies streamline communication across multiple channels including WhatsApp, Facebook Messenger, SMS and Telegram. Organiz...Read more about nixi1

5.00 (5 reviews)

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 cam...Read more about CustomerGauge

4.82 (11 reviews)

EvaluAgent

EvaluAgent is a quality assurance solution for customer service organizations designed to evaluate and coach agents. This solution unifies customer feedback and agent performance data. It provides automated scoring for all custome...Read more about EvaluAgent

4.63 (19 reviews)

Buyers Guide

Last Updated: May 06, 2021

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.

Customer satisfaction software is designed to help businesses understand customer needs to prevent churn and make sure their customers have the best experience possible.

Measuring customer satisfaction is important to ensure customer loyalty, increase word-of-mouth, reduce customer churn, improve online reviews, and increase overall revenue.

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 ensures businesses develop and foster healthy relationships with their customers which increases overall revenue and reduces churn. This software is often used by sales, marketing, and customer service teams. The primary function of customer satisfaction software is to enable businesses to monitor their customers’ satisfaction by providing formalized reports based on, primarily, customer satisfaction surveys.

analyzing customer feedback trends in Zendesk
Analyzing customer feedback trends in Zendesk Help Desk (Source)

Customer satisfaction software is closely related to customer experience software, customer relationship management software, customer service software, and survey software, but the key differentiator is that customer satisfaction software is focused primarily on providing businesses with more robust survey tools from recommending questions to complete 360-degree feedback of results.

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:

Analytics Analyze customer feedback and patterns to determine which customers are at the highest risk of churn so that your team can make preventative plans instead of reacting to unhappy customers.
Automation Automate key processes such as call scheduling, sending reminder emails, and assigning accounts to employees in order to save time on tedious tasks.
Complaint monitoring Identify potential at-risk customers with complaint monitoring so that you can intervene earlier in order to prevent churn.
Feedback collection Collect feedback from a variety of sources in one place so that you can get a more holistic view of what your customers like and don’t like about your current business practices.
Survey management Create and distribute surveys to collect feedback from customers to better understand their wants and needs so that you can provide the best customer service possible.

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): Small businesses will almost never need the full suite of customer satisfaction solutions used by larger organizations. Instead, you should focus on narrowing down your feature shortlist to determine exactly what your business needs from the software. The last thing you want is to pay for features you won’t need or use, so going into vendor demos with a clear idea of what you need from the software to improve your business is crucial.
  • 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): Very large businesses will often utilize larger suites of software that will include some sort of customer satisfaction software built into it or will employ a comprehensive customer experience software solution which has a large focus on customer satisfaction as well. These larger software suites can monitor the customer journey completely across the institution to facilitate personalized experiences for their customers. These solutions come with a ton of functionality and are only really necessary for businesses that will get the most out of the robust feature selection.

Benefits of customer satisfaction software

We’ve already talked about some of the benefits customer satisfaction software provides above, but here are some of the most notable ones.

  • Better retention rate: Customer satisfaction software helps you run and analyze surveys to determine what issues your customers are facing during their interactions with your business. Understanding what makes customers happy or unhappy will help you develop strategies to improve overall customer satisfaction and reduce churn.
  • Survey analytics at your fingertips: Running surveys is one thing, but understanding how to use the data you receive is another thing. In fact, Gartner has found that many organizations do not have a clear plan for what to do with survey data once it’s gathered (full content available to Gartner clients). One of the key benefits of using software for customer satisfaction is the robust analytics offered which enable you to see trends in the survey data. Easily pinpoint problem areas or areas of success to improve customer satisfaction.

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.