Seven Tools for Customer Feedback

feedback-1213042_1280Customer feedback is critical for customer satisfaction and hence customer retention. Depending on which study you believe, and what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing customer.

There are many tools now that help you add customer feedback into your business processes. Here is a quick comparison of seven of the best customer feedback tools, most of which are suited for medium to large businesses. They will be compared and differentiated against a common set of attributes.

Reputada

Reputada is a micro-feedback platform to collect immediate feedback in a consistent manner.

Typical customers: B2B services (IT services, managed service providers, marketing and advertising, business services).
Customer size: Medium to large businesses.
End-of-engagement vs On-going feedback: On-going.
Audience: C-suite, Implementation Teams and Managers, Marketing, and Sales.
Analytics and Reporting: Dashboard to compare feedback ratings of all customers/segments(configurable) and track feedback ratings over time.  Individual employee level reporting.
Integrations: Project/Task/Ticket management systems (Jira, Basecamp, Asana, Connectwise, Wrike)
Plans and pricing:
Free trial available.
Paid plans starts from $35 per month.

Wootric

Wootric provides an In-App Web & Mobile Net Promoter Score® (NPS) survey.

Typical customers:Web and Mobile App based businesses.
Customer size: Medium to large businesses.
End-of-engagement vs On-going feedback: End-of-engagement.
Audience: C-suite, Marketing, Sales.
Analytics and Reporting: NPS based reporting.
Integrations: CRMs, ticketing systems, enterprise messaging services (Salesforce, Zendesk, Slack, Intercom).
Plans and pricing:
Free trial available.
Starting from $89/month.

Delighted

Delighted sends out Net Promoter Score® (NPS) surveys to gather feedback.

Typical customers: Retail, food services, software product companies.
Customer size: Small to large businesses.
End-of-engagement vs On-going feedback: End-of-engagement.
Audience: C-suite, Marketing, Sales.
Analytics and Reporting: Dashboard to compare NPS of all product lines and track NPS over time.
Integrations: CRMs, ticketing systems, store builders, enterprise messaging services (Salesforce, Zendesk, Shopify, Slack).
Plans and pricing:
Free trial available.
Starts from $25/month.

SurveyMonkey

A platform to create surveys.  A wide variety of templates are available, including for Net Promoter Score® (NPS).

Typical customers: Generic – B2B and B2C
Customer size: Small to large businesses.
End-of-engagement vs On-going feedback: In-between to end-of-engagement.
Analytics and Reporting: Simple analytics on survey results are available.  More sophisticated analytics (statistical significance, text analysis) are available on higher plans.
Integrations: CRMs, mailer services, task/ticket management systems (Salesforce, Mailchimp, Trello, Freshdesk).
Plans and pricing:
Free version with basic features.
Paid plans starts from $20 per month.

Cons: No features to track and monitor changes from one survey period to the next.

Typeform

A platform to create surveys.  It focuses more on branding and personalization.

Typical customers: Startups, software product companies, financial services, local government.
Customer size: Small to large businesses.
End-of-engagement vs On-going feedback: In-between to end-of-engagement.
Analytics and Reporting: Simple reports and charts on survey results.
Integrations: Available via Zapier.
Plans and pricing:
Free version with basic features.
Paid plans starts from $35 per month.

Cons: No features to track and monitor changes from one survey period to the next.

Google Forms

Google Forms is a platform to create surveys.  Survey templates are available since Feb 2016.

Typical customers: Generic – B2B and B2C.
Customer size: Small to large businesses.
End-of-engagement vs On-going feedback: In-between to End-of-engagement.
Analytics and Reporting: Simple visualizations of survey results.
Integrations: Available via 3rd party tools such as Zapier.
Plans and pricing: Free.

Cons: No features to track and monitor changes from one survey period to the next.

Medallia

Captures customer feedback across various channels such as web, social, mobile, and contact center channels.

Typical customers:Hotel chains, retail chains, financial services, cloud services.
Customer size: Large businesses and brands.
End-of-engagement vs On-going feedback: On-going.
Audience: C-suite, Implementation Teams and Managers, Marketing, and Sales.
Analytics and Reporting: Delivers action work-flows to executive, central and front-line teams for customer satisfaction.
Integrations: CRMs (Salesforce, Siebel, SAP).
Plans and pricing: Available on request.

What customer feedback tools or strategies do you use?

Please share your thoughts in the comments below.

 

2 Comments:

  1. There are also some tools where feedback is collected in the form of Reviews and these Reviews can also be made public. E.g., – https://www.trustpilot.com/

  2. Tools like Zen Desk (https://www.zendesk.com/) and PHP Back (http://www.phpback.org/ which is open-source) which act like support+feedback for web-based tools is missing in this list. Otherwise it covers a wide variety of tools.

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