9 Best Customer Feedback Tools To Use In 2024 (Compared)

A survey by Bain & Company found that customers are four times more likely to switch to a competitor because of customer-related issues.

Therefore, collecting customer feedback and making the most out of it becomes absolutely essential if you're a critical part of a company today.

After all, 77% of customers would recommend your brand to a friend only after having a positive experience.

But what are the best customer feedback tools? How do you choose one?

In this guide, I'll recommend 9 customer feedback tools and compare their features and pricing plans.

The goal is to give you the best software for your need.

Best Customer Feedback Tools Compared

1. Famewall

Famewall simplifies collecting customer feedback by offering customizable collection pages.

A collection page is a standalone web page that you can email or text your customers, and they can provide you feedback through text, video, and social media mentions.

You can even add a 5-10 minute long video on this page asking for feedback

Some companies prefer to add this feedback collection page to their site. At Famewall, I decided to add it to our footer.

3000+ startups, entrepreneurs, large companies, creators, and freelancers use Famewall to provide top-notch customer satisfaction.

But let me tell you more about Famewall in the features section below.

Key Features

Feedback Wall Collection

With Famewall, you can import feedback from social media sites like X, Instagram, and LinkedIn, as well as 30+ feedback platforms like Google, Capterra, Yelp, Amazon, Trustpilot, etc.

You just need to add a link to the customer feedback platform, and Famewall will import all available data.

Advanced Feedback Analytics

Famewall divides analytics into three sections:

— Collection Page: This shows your feedback collection page's views,  engagement, and engagement rate over 30 days.

— Feedback Widget: This shows the number of views your feedback widget (a collection of the positive feedback which you can display as testimonials on your website) has.

— Wall of Fame Page: This indicates the number of page views, clicks, and average click rates the testimonial or feedback page received over 30 days.

Customer Feedback Management

Famewall wouldn’t be the best customer feedback tool if it didn’t allow you to view, organize, and manage input. You can edit, highlight, delete, archive, and share feedback.

It also allows you to generate subtitles or download your videos that you can store to your local system.

Customer Feedback Display

Customer feedback has the power to convert more customers, hence the reason for showcasing it.

Famewall allows users to create and embed a Wall of Fame page on their site. This page will display text, video, and social media feedback.

Chrome Extension

Now, this is a very unique feature that Famewall offers. A Chrome extension that allows you to collect feedback from anywhere on the web.

Let’s say you want to gather user reviews from a private group chat and use it as social proof. 

You can open the chat on your browser and click on Famewall’s Chrome extension to collect the feedback on that page.

The Chrome extension collects customer comments and allows you to input information, such as their avatar, the text review they left, and even their rating.

These features (and more) make Famewall the best customer feedback software.

Best For:

• Businesses that need text and video feedback to build social proof and improve customer satisfaction.

Pricing:

• Free Plan: $0/month
• Standard: $9.99/month
• Professional: $24.99/month
• Business: $79.99/month

2. TextRequest

Text Request is a mass texting service businesses use to create SMS and MMS marketing campaigns.

You create campaigns that allow you to organize their feedback requests.

For example, you can have one campaign for Facebook feedback requests and one for Google reviews.

Next, you select the customers from whom you want to collect feedback. Finally, you compose and personalize the email to improve the chances of getting a reply.

It’s not limited to text messages, though. Users can also request, track, and respond to customer feedback through SMS and platforms like Google and Facebook.

TextRequest’s custom contact lists, detailed message analytics, and real-time reporting make it one of the best customer feedback software.

Key Features

Send Customer Feeback Requests:

You can create and send custom messages with a direct link to your Google Business or Facebook review pages.

SMS campaigns or marketing have a 98% open rate and a 10.66% click-through rate - much higher than email.

That’s why businesses use Text Request to compose the message, select the campaign, enter the customer’s number, and send the request.

Respond to Customer Feedback:

Text Request allows users to reply to customer feedback directly from the dashboard.

When you receive customer opinions, the tool will indicate if it’s from Google, Facebook, or a direct message from the customer.

Click the feedback to write and send your reply.

Customer Feeback Analytics and Performance:

The customer feedback tool offers an analytics dashboard where you can see the

• Number of feedback requests sent
• Total number of customer feedback received
• Average feedback score (Google, Facebook, and SMS)

Best For:

• Businesses that want a CRM platform and collect marketable reviews.

Pricing:

• Basics: $59/month
• Starter: $139/month
• Corporate: $279/month
• Enterprise: $549/month

3. ProProfs By Qualaroo

ProProfs By Qualaroo is a customer feedback tool businesses use to gather real-time customer feedback from website or app visitors through targeted surveys.

Note that it collects real-time customer feedback.

This means it collects and analyzes insights from customers shortly after they interact with your product or service.

Let's have a look at its features in more detail.

Key Features

Qualaroo Nudges for Feedback:

The Nudge system is my favorite feature from Qualaroo. It determines how and when you present surveys to trigger them at the right moment.

My favorite out of all these nudges is the sidebar form. You can create one from scratch or use one of Qualaroo's templates.

I like the sidebar form because it displays a pop-up when a user clicks on specific tabs.

So you get feedback but in a non-obtrusive way.

Advanced Targeting:

This feature allows you to ask specific questions based on user actions, behavior, demographics, or level of engagement. 

For example, it can trigger a survey when a user is about to exit the website or when viewing the pricing page.

I like the extensive personalization options.

You can choose where, who, when, and how often you place a survey or a nudge.

Detailed Analytics Report:

I love reports because they indicate a business's strengths and weaknesses. Qualaroo goes a step further when it comes to reporting.

You can see survey responses, impressions, response rates, and more.

Best For

• Companies that want to collect customer feedback by controlling who, when, and where to target.

Pricing

• Free: $0/month
• Business: $39.99/month

4. SurveyMonkey

SurveyMonkey is one of the best survey tools, and it mainly stands out for its intuitive drag-and-drop survey builder, 250+ templates, targeting, and analytics.

It also provides advanced integration and automation with popular tools such as Zapier, Hubspot, Salesforce, and Mailchimp.

Using a simple prompt, SurveyMonkey Genius can create your survey from scratch.

These advanced features make SurveyMonkey one among the best customer feedback tools on the market.

Key Features

Question Types:

I was impressed to find 10+ question types to help collect customer feedback.

For example, “Multiple Choices” lets customers select more than one answer, while “File Upload” lets them upload files.

My preferred question type was a matrix/rating scale.

It allows you to create a survey in which customers can rate your service from 1 to 10 or indicate their satisfaction.

You can then view these responses in your SurveyMonkey dashboard.

250+ Survey Templates:

As mentioned in my SurveyMonkey description, the tool is known for its 250+ templates divided into categories: Customer Feedback, Employee Feedback, Market Research, etc.

Best For:

• Businesses looking for comprehensive solutions to collect user feedback through surveys.

Pricing:

• Advantage Annual: $34/month
• Premier Annual: $99/month
• Advantage Monthly: $35/month
• Team Advantage: $25/user/month
• Team Premier: $75/user/month
• Enterprise: Custom Price

5. Typeform

Typeform is a customer feedback tool that helps you build forms, quizzes, and surveys with no coding skills required.

Since it focuses on form creation, Typeform offers about 28 question types, including picture choice, multiple choice, and yes/no questions.

This allows for diverse engagement and makes it a leading choice for businesses.

Key Features

Customizable Survey Templates:

Typeform has pre-built templates designed to collect feedback and reviews. Select your template of choice and the questions you want to add.

Even though the templates are pre-designed, you can use extensive design options to customize the form to suit your brand's look and voice.

You can make a question “required,” add an image or video, add more content to the template, use your logo, etc.

Multimedia in Surveys:

Apart from text surveys, you can add images, GIFs, and even video surveys to your forms.

You can record a webcam video or upload as long as a 5-minute video. Adding a well-branded video to a survey would make it visually appealing and interactive.

Typeform Integrations:

Typeform integrates with several tools from various tools you already use.

Think about Stripe, Zoho CRM, Google Analytics, Notion, Dropbox, or Calendly.

Out of its many integrations, Typeform’s integration with Hubspot is unique. 

It quickly sends form data — contact, company, deal — to HubSpot so you can update contacts, track leads, and improve marketing with personalized information.

Best For:

• Businesses that want to collect survey data from customers through forms.

Pricing:

• Basic: $25/month
• Plus: $50/month
• Business: $83/month
• Enterprise: Custom Pricing

6. Google Forms

Google Forms is a popular software for creating feedback forms, surveys, or quizzes.

Thanks to its integration with Google Workspace, you can automatically store survey responses in a Google Sheet where you can analyze and create reports.

Google Forms provides a unique summary dashboard where you can see:

— The list of responses collected

— Any links provided by customers

— Reports (Dates, charts, etc)

Key Features

Create Online Forms:

Setting up surveys, quizzes, or queries has never been easier.

Customize your forms however you want and apply your preferred settings.

You can edit the questions (multiple-choice, short answer, checkboxes, linear scales, etc.) and change the colors and text styles.

Multiple Integrations:

I was not surprised by the insane number of tools Google Forms can integrate with.

First, it integrates perfectly with Google Sheets.

Then, you can use a third-party tool like Zapier to integrate it with 7,000 more tools.

These include:

• HubSpot for marketing automation
• Zoho CRM for sales management
• Pipedrive for lead tracking
• Airtable for project management
• Clio for legal practice management
• Agile CRM for small business sales and marketing

Best For

• Businesses that want a straightforward solution to collect data from customers.

Pricing

• Free: $0/month

7. Zonka

Zonka helps businesses collect customer feedback through email, SMS, and web surveys. 

Most notable with Zonka is its Response Inbox feature, which collects responses from surveys and forms.

You can sort this feedback by tag or status to prioritize important ones.

Read, unread, and archived surveys are tagged clearly. 

With a simple click on a survey, you can export responses in various formats, like CSV or Excel.

This makes it easy to analyze data offline or share it with other team members. 

Zonka is one of the best customer feedback tools thanks to these unique features.

Key Features

Customizable Popular Survey Templates 

I love how Zonka lets you easily customize surveys in multiple languages using ready-made templates.

You can see templates for Net Promoter Score and Customer Satisfaction Score.

There's an interface that allows users to add or edit questions to match the surveys with their brand's style.

You can even use some of the templates to measure customer loyalty.

The templates have a wide range of options available to fit user preferences. You can edit the Questions, Design, Variables, and Languages.

Offline Feedback Collection

Zonka has an offline feedback collection feature that lets you gather responses without internet access.

It saves feedback on smartphones, iPads, or Android tablets and then syncs the data automatically once you’re back online.

This is useful for locations with inconsistent Wi-Fi connections or limited internet connection.

Quick Filters 

Zonka's Quick Filter feature helps you quickly narrow down survey responses. You can apply filters based on criteria like:

• Date ranges
• Response types and
• Question categories.

So you don’t need to go through every response to find the one you need.

It also speeds up the process of understanding feedback and improves decision-making by providing targeted insights.

Contacts and Segment 

You can use Zonka’s All Contacts feature to view and organize all contact information in one place. This makes tracking interactions and accessing details much easier.

You can track customers who responded, those who did not, and those who have unsubscribed. 

Apart from simply adding contacts to a list, this feature allows you to include user details such as email addresses and mobile numbers.

Best For:

• Best for businesses of all sizes looking to improve customer experience through feedback collection.

Pricing:

• Free: $0
• Starter: $49/month
• Growth: $199/month
• Enterprise: Custom Price

8. Trustpilot

Trustpilot is one of the most popular review and feedback platforms, collecting data for local and international businesses like Slack, HubSpot, and Coolie Nation.

Over 100 million people visit Trustpilot monthly (102.45M in August 2024 for instance).

Regarding feedback collection, Trustpilot For Business offers you the whole package.

You can collect, manage, showcase, and analyze customer input.

Trustpilot also has Trustbox widgets you can embed into your site, automatically showing visitors the number of user reviews, the star average (e.g., 4.8 out of 5 stars), etc.

The biggest downside is that it can get quite expensive

Key Features

Get Reviews:

Trustpilot makes customer insights collections simple with pre-made invitation templates and prompts.

All you need to do is upload your customer list to get responses from existing customers.

You can also set it up so that once customers purchase or complete a service, they are notified to leave their opinion. 

Manage Reviews:

You can also manage your profile, respond to client opinions, and watch the insights you receive.

For example, if your customers leave feedback about the service they received, you can read, respond, and share it in Trustpilot.

Showcase Reviews:

After you collect and respond to customer evaluations, Trustpilot allows you to show them off!

You can select several templates to build a review wall where you showcase your products in different categories.

That’s not all; you can also showcase Trustpilot widgets in your emails, website, and social media. 

Integrations:

Trustpilot integrates with a vast number of other software tools and apps.

The list includes e-commerce, payment and CRM, customer service platforms, and marketing platforms.

Best For:

• Larger businesses that want to improve and maintain their brand image and get trustworthy feedback.

Pricing:

• Plus: $259/month
• Premium: $629/month
• Advanced: $1,059/month
• Enterprise: Custom pricing, contact sales

9. Yotpo

Yotpo is an e-commerce marketing, review, and UGC (User-Generated Content) platform.

One of its key features allows you to send feedback requests, follow-ups, and discount emails through email or SMS.

You can personalize each message's subject line and body by adding variables like the shopper's, product’s, or store’s name.

The tool is good that I also added it to my list of the best Google feedback management tools.

Key Features

Review Overview 

The Review Overview feature serves as a dashboard that displays all collected feedback.

You can also view the number of customer feedback, import feedback, and export them to CSV.

You can sort the feedback by date and star rating.

You can even sort those that contain images or videos.

Advanced Filter Reviews 

The Advanced Filter feature allows users to show a specific feedback group according to date, media, star rating, etc.

Unlike the “Sort” feature, which can only show input based on one selection (e.g., date), “Filter” allows you to view information using many criteria (e.g., date + 1-star ratings + images).

Import Reviews 

This 'Import Review' feature lets you easily transfer customer feedback from other platforms into Yotpo.

This is especially useful if you have already collected reviews or feedback before signing up for Yotpo. First, click on the “Import reviews” button. 

Then click on the Select Provider button to select your provider.

Customize Review Requests

Yotpo’s “Customize Email Request” feature allows businesses to personalize the emails or SMS they send customers when requesting feedback.  

This lets you tweak the design, wording, and timing to fit your brand’s voice and style. For example, I could automate emails to be sent after 14 days.

Automate Follow Up Emails and SMS:

Businesses can also customize and automate follow-up emails in Yotpo.

They can set the days after which the follow-up email will be sent if customers have still not left feedback.

Best For:

• E-commerce businesses desiring to improve their conversion rates and brand image and expand their customer base.

Pricing:

• Starter: $79/month
• Pro: $169/month
• Premium: Contact sales

How To Choose The Best Customer Feedback Tool

Consider the following aspects when choosing a customer feedback tool:

1. Look for key customer feedback features
2. Check integrations
3. Evaluate customer support

Let’s discuss each point in more detail.

1. Look For Key Customer Feedback Features

You should assess what you need and see the tool that offers it.

Is it that you want to conduct more surveys? Or you want to want to get reviews and ratings? Or you want personalized feedback and testimonials?

The tools listed in this article can offer you one or more of these features. 

Take Famewall, for example. It is ideal for reviews, ratings, testimonials, or personalized and private feedback.

Use collection pages to gather user feedback and use them to your advantage.

The best part is that you can easily arrange them into testimonial walls.

A feature to display your customer feedback as social proof on your website and social media is also essential. Then, you can boast about the feedback from your customers.

The social share feature serves that purpose.

You must ensure you also get analytic features to evaluate if your feedback strategy and tool are practical.

And, of course, Famewall has detailed analytics available on the dashboard.

2. Check Integrations

Integrations are non-negotiable. You will need integrations to connect to other tools you work with, save data, and share feedback.

Famewall is integrated into most 3rd party review sites to collect feedback easily.

You can integrate the review tool into your workspace through Zapier or Webhook. This allows you to automate your work and makes collecting customer feedback easier.

Here are a few integrations you can perform in Famewall with the Zapier Automation apart from a Webhook Automation

• Send a gift card/discount when someone sends you a video testimonial
• Automatically send real-time event updates happening on Famewall to your other tools & systems
• Send a thank you email when a customer submits a testimonial
• Save to Google Drive when you receive a new testimonial
• Import testimonials into Famewall when there's a new entry in your no-code database like Notion, Softr, etc.
• When you resolve a customer query in social media/emails, send a request for a testimonial.

3. Assess Customer Support

If you didn’t care about your customers, you wouldn't be reading this article.

So at this point you would need to choose a tool with excellent customer service.

You can check out their testimonials and reviews. See if they have good reviews concerning their customer support.

I'm so proud to be the founder of Famewall because many customers praise our impressive customer support.

Conclusion

There you have it!

This article showed you the 9 best customer feedback, survey, and review tools. You also learned to choose the best software to fulfill your business needs.

Now is the time to take action.

Remember that customer feedback is critical for your business to thrive, and evolve.

Try Famewall for free to collect reviews from customers & add them to your website in minutes without writing a single line of code!