Customer feedback is the cornerstone of product development and business success. By actively seeking and responding to feedback, businesses gain a deeper understanding of their customers’ needs, preferences, and pain points.
However, it’s not your customer’s job to give you feedback. Which is why you need to make it your job to simplify the feedback process as much as possible for your customers. Starting with user-friendly tools to collect feedback, customer feedback then needs to be analyzed and acted upon swiftly to improve customer experience and your overall product success.
This is where choosing the right customer feedback tool for your SaaS business becomes essential.
TL;DR
- Customer feedback is critical for product improvement and business success.
- Effective feedback collection requires user-friendly customer feedback tools.
- Customer feedback tools come in different shapes and sizes and can be categorized into customer feedback platforms, survey tools, and review tools.
- Key benefits of customer feedback include better understanding of customer needs, improving products, and increasing customer satisfaction.
- Essential features to look for: user-friendly feedback tools, integration capabilities, detailed analytics, enriched user feedback with metadata, and customization customer feedback tool options.
What are Customer Feedback Tools?
Customer feedback tools are software solutions designed to collect, analyze, and manage feedback from your customers. These tools help businesses understand their customers’ experiences and needs by gathering insights through various methods such as surveys, reviews, and direct feedback platforms. The collected data can then be used to make informed decisions to enhance products, services, and overall user experience.
Types of Customer Feedback Tools
There are three primary types of customer feedback tools that businesses can use to get feedback and gather valuable insights. Each type caters to different aspects of the feedback process, ensuring a comprehensive approach to customer feedback management.
Customer Feedback Platforms
These platforms provide a comprehensive suite of customer feedback software for collecting, analyzing, and managing feedback from multiple channels. They offer features such as customizable surveys, real-time analytics, and sentiment analysis to ensure that businesses can capture valuable insights from customers, employees, and other stakeholders. Additionally, they often integrate with other business tools, such as CRM systems, email marketing software, and social media platforms, to streamline the feedback process and ensure that all data is consolidated in one place. This holistic approach not only enhances the efficiency of feedback management but also enables businesses to make informed decisions based on a complete understanding of their audience’s needs and preferences.
Online Survey Tools
These tools are designed to create and distribute surveys to gather specific feedback from customers. They are versatile and can be used to gather customer feedback of various types, including product satisfaction, market research, and customer experience management. By utilizing these tools, businesses can tailor their surveys to meet their unique needs, ensuring that they collect relevant and actionable data. Many of these tools now support QR code integration, allowing businesses to share surveys with customers effortlessly. Customers can quickly access surveys on their devices by scanning a QR code, enhancing participation rates and convenience. This data can then be analyzed to gain insights into customer preferences and behaviors, allowing companies to make informed decisions that enhance their products and services. Furthermore, these tools often offer features such as customizable templates, real-time reporting, and integration with other platforms, making the process of collecting feedback and analysis both efficient and effective.
Customer Review Tools
These tools focus on collecting and managing customer reviews and ratings, often used to build trust and credibility by showcasing positive feedback and addressing negative reviews effectively. They provide businesses with valuable feedback tools to collect customer insights and identify areas for improvement. By aggregating reviews from multiple platforms, these tools help create a comprehensive overview of customer sentiment. Additionally, they offer features such as automated review requests, sentiment analysis, and review response templates, enabling businesses to gather feedback and engage with their customers more efficiently.
Benefits of Customer Feedback Tools
Understanding the advantages of using customer feedback tools is crucial for any business aiming to enhance its products and services. These tools provide a direct line to the voice of your customers, offering a wealth of data that can drive meaningful improvements. By leveraging the insights gathered from customer feedback tools, businesses can make informed decisions that improve customer experience, increase loyalty, and ultimately, greater success.
Improved Product Development: Gain insights into what customers like and dislike about your product to guide future improvements.
Enhanced User Experience: Addressing feedback promptly can lead to higher customer satisfaction and loyalty.
Informed Decision Making: Data-driven insights help make better business decisions.
Increased Customer Retention: Showing customers that their feedback matters can improve retention rates.
Competitive Advantage: Staying attuned to customer needs keeps you ahead of the competition.
Efficient Problem Resolution: Quickly identify and resolve issues affecting customer experience.
Essential Features of Customer Feedback Tools
Selecting the best customer feedback tool hinges on understanding the critical features that drive its effectiveness. A robust feedback tool should not only facilitate the easy collection of user feedback but also integrate seamlessly with existing systems and provide in-depth analytics. This ensures that the gathered insights are not just data points but actionable items that can directly influence business strategies.
User-friendly Interface: Easy to navigate for both customers and team members.
Integration Capabilities: Seamless integration with other tools like CRMs, project management, and marketing platforms.
Detailed Analytics: In-depth reports and feedback analysis to understand trends and insights.
Real-time Feedback Collection: Instantly collect customer feedback and notify stakeholders.
Customization Options: Ability to customize surveys, feedback data, and user interfaces.
Multi-channel Feedback Collection: Collect product feedback through various channels like web, mobile, email, and social media.
Automated Workflows: Automatically collect customer feedback and close the feedback loop with automated processes.
User Segmentation: Segment feedback based on user demographics or behavior.
Response Management: Efficiently manage and respond to feedback.
Security and Privacy: Ensure customer data is protected and comply with relevant regulations.
Best Customer Feedback Tools in 2025
Without further ado, let’s explore our list of the top customer feedback tools. To help you find the right customer feedback tool for your business, we’ve sorted them into their categories.
01. Userback
Userback is a comprehensive customer feedback tool that excels in collecting visual feedback, making it easy for users to provide annotated screenshots and videos. It enables customers to communicate their experiences and issues more effectively, ensuring that feedback is clear and actionable. Beyond visual feedback, Userback offers tools for collecting text-based comments, surveys, and bug reports, all integrated into a user-friendly interface. This makes it one of the best customer feedback platforms for gathering insights across websites and web applications. Additionally, Userback’s integration capabilities with popular project management and communication tools streamline the process of addressing and resolving feedback, driving continuous improvement and enhancing customer satisfaction.
Key Features:
- Visual user feedback (screenshots, video, annotations)
- Real-time notifications and collaboration
- Integrations with project management and CRM tools
- Customizable feedback forms and survey tools
- Survey templates for Net Promoter Score, Customer Effort Score and many more
- In-depth analytics and reporting
Best For: Product managers and development teams looking to collect user feedback, improve customer satisfaction, and create a seamless feedback loop to enhance the overall customer experience.
What We Like Most: Userback is a versatile feedback tool that simplifies the feedback process for product teams and end-users alike. It’s intuitive interface and powerful visual feedback features make it the best tool to collect more feedback, understand it with ease, and act on it faster. If you’re looking to improve customer success and build products your customers love, then Userback is the best customer feedback tool for you.
Start now with Userback.
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02. Hotjar
Hotjar is an all-in-one analytics and feedback tool that offers heatmaps, session recordings, and surveys.
Key Features:
- Heatmaps and session recordings
- Feedback polls and surveys
- User behavior analysis
- Integration with popular tools like Slack and Zapier
Best For: Businesses looking to understand user behavior and analyze customer feedback across all stages of the customer journey
What We Like Most: The combination of behavioral analytics and customer feedback tools in one platform.
03. Survicate
Survicate offers a suite of customer feedback tools including surveys, NPS, and website feedback widgets.
Key Features:
- Website feedback widgets
- Email and link surveys
- NPS and CSAT surveys
- Integration with marketing and CRM tools
Best For: Companies seeking versatile user feedback surveys
What We Like Most: The flexibility in deploying surveys across various channels.
04. Qualaroo
Qualaroo provides AI-powered feedback solutions with advanced targeting and sentiment analysis.
Key Features:
- AI-powered feedback and sentiment analysis
- Advanced targeting options
- Customizable survey templates
- Integration with analytics tools like Google Analytics
Best For: Companies focusing on precise and targeted feedback
What We Like Most: The AI-driven insights and robust targeting capabilities.
05. UXArmy
UXArmy is a user research platform designed to gather feedback across all stages of your product development with both unmoderated and moderated testing options.
Key Features:
- Test prototypes, live websites, and apps across various platforms
- Utilize heatmaps, mouse flow, and Figma full-path tracking
- AI-powered summaries with sentiment analysis
- Customizable templates that can be tweaked to suit your needs
Teams of all sizes who need to collect insights and make fast decisions
What We Like Most: The ability to conduct tests in local languages and gather feedback from diverse user groups.
Online Survey Tools
06. SurveyMonkey
SurveyMonkey is a popular survey tool offering a wide range of survey templates and customization options.
Key Features:
- Extensive survey templates
- Customizable survey design
- Advanced analytics and reporting
- Integration with various project management tools
Best For: Companies of all sizes looking for versatile survey options to capture customer feedback
What We Like Most: The user-friendly interface and variety of survey templates.
07. Typeform
Typeform offers an interactive and engaging survey experience with a focus on conversational forms.
Key Features:
- Conversational survey forms
- Customizable templates
- Integration with over 500 apps
- Advanced logic and branching
Best For: Businesses looking to create engaging and interactive surveys
What We Like Most: The interactive and visually appealing survey design.
08. Google Forms
Google Forms is a free and easy-to-use customer survey tool integrated with the Google Workspace.
Key Features:
- Simple survey creation and distribution
- Integration with Google Sheets for data analysis
- Customizable survey templates
- Real-time response tracking
Best For: Small businesses and individuals
What We Like Most: The seamless integration with other Google Workspace tools.
09. Zoho Survey
Zoho Survey offers comprehensive survey solutions with robust customization and reporting features.
Key Features:
- Customizable survey templates
- Advanced reporting and analytics
- Integration with Zoho CRM and other customer support tools
- Multilingual support
Best For: Businesses looking for advanced survey features and CRM integration
What We Like Most: The extensive customization options and robust reporting features.
10. JotForm
Zoho Survey offers comprehensive survey solutions with robust customization and reporting features.
Key Features:
- Customizable survey templates
- Advanced reporting and analytics
- Integration with Zoho CRM and other customer support tools
- Multilingual support
Best For: Businesses looking for advanced survey features and CRM integration
What We Like Most: The extensive customization options and robust reporting features.
Customer Review Tools
11. Trustpilot
Trustpilot is a widely used review platform that helps businesses collect and manage customer reviews.
Key Features:
- Verified customer reviews
- Customizable review invitations
- Review analytics and insights
- Integration with various tools
Best For: Businesses looking to build trust through customer reviews
What We Like Most: The credibility and visibility that Trustpilot reviews offer.
12. Yotpo
Yotpo provides review and rating solutions with additional features for user-generated content and programs to measure customer loyalty.
Key Features:
- Review collection and management
- User-generated content integration
- Loyalty and referral programs
- Advanced analytics and insights
Best For: E-commerce businesses seeking to leverage customer reviews and loyalty
What We Like Most: The comprehensive suite of tools for reviews, UGC, and loyalty programs.
13. Bazaarvoice
Bazaarvoice offers review and rating solutions with a focus on driving sales and customer engagement.
Key Features:
- Review and rating collection
- Syndication across retail partners
- Advanced analytics and insights
- Integration with e-commerce platforms
Best For: Retail and e-commerce businesses
What We Like Most: The syndication feature that amplifies review visibility across multiple retail sites.
14. Trustmary
Trustmary combines traditional feedback collection with social proof collection and showcasing.
Key Features:
- 3-in-1 survey templates that measure customer satisfaction, collect feedback, and customer reviews.
- Review widgets to showcase reviews on the website.
- Customer feedback reporting.
- Automation and integration possibilities.
Best For: Service-oriented businesses in traditional industries looking to collect customer feedback and build trust with testimonials.
What We Like Most: Trustmary creates one automated process for an operation that would traditionally require multiple tools and lots of manual effort.
15. PowerReviews
PowerReviews provides review and rating solutions with advanced analytics and syndication options.
Key Features:
- Review and rating collection
- Review syndication
- Advanced analytics and insights
- Integration with e-commerce platforms
Best For: Businesses looking to enhance their online presence through reviews
What We Like Most: The robust analytics and syndication capabilities that enhance review reach.
16. G2
G2 is a business software and service review platform that helps companies collect and manage reviews.
Key Features:
- Verified software and service reviews
- Review management tools
- Competitive analysis
- Integration with marketing and CRM tools
Best For: SaaS companies and software providers. See Userback’s profile on G2 for example.
What We Like Most: The comprehensive review management and competitive analysis features.
17. Capterra
Capterra is a review platform focused on software and business solutions, providing detailed reviews and comparisons.
Key Features:
- Detailed software reviews
- Comparison tools
- Review management
- Integration with various tools
Best For: Businesses looking for detailed software reviews and comparisons
What We Like Most: The detailed review and comparison tools that aid in software selection.
18. Sitejabber
Sitejabber helps businesses collect and manage customer reviews to build online credibility.
Key Features:
- Verified customer reviews
- Customizable review widgets
- Review management tools
- Analytics and insights
Best For: Businesses looking to enhance online credibility through reviews
What We Like Most: The customizable review widgets that enhance website credibility.
19. ResellerRatings
ResellerRatings offers review and rating solutions for e-commerce businesses, focusing on customer feedback and ratings.
Key Features:
- Verified customer reviews
- Rating and customer satisfaction
- Advanced analytics and insights
- Integration with e-commerce platforms
Best For: E-commerce businesses seeking reliable customer reviews
What We Like Most: The focus on verified reviews and detailed analytics.
20. ReviewTrackers
ReviewTrackers provides a comprehensive solution for managing online reviews and customer feedback across multiple sites.
Key Features:
- Multi-site review management
- Review monitoring and alerts
- Detailed analytics and reporting
- Integration with business tools
Best For: Businesses looking to manage reviews across multiple platforms
What We Like Most: The centralized review management and monitoring features.
How to Manage Customer Feedback Faster with Userback
Userback helps product teams collect, understand, and act on feedback with speed and clarity through its powerful visual feedback capabilities. Here’s how:
1. Collect user feedback
Userback allows users to provide detailed visual feedback through annotated screenshots and videos, making it easier to pinpoint specific issues and suggestions.
2. Easily understand it
The platform offers robust analytics and reporting tools that help teams identify trends and patterns in the feedback, leading to better understanding of customer needs.
3. Act and resolve issues faster
Integration with project management and CRM tools ensures that feedback is seamlessly incorporated into workflows, enabling teams to act on feedback promptly and efficiently.
With Userback, customer feedback management becomes an integral part of the product development process, leading to continuous improvement and higher customer satisfaction. See for yourself by signing up for a free 14-day trial.
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Discover why Userback is the #1 customer feedback tool.
