
SurveyMonkey
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
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
monday.com, an award-winning collaboration and project management platform, helps teams plan together efficiently and execute complex projects to deliver results on time. monday.com team management and task management tool allows ...Read more
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
Millions of product reviews are written every day. Wonderflow is the simplest AI-based solution to analyze them and turn this extremely vast stream of customer feedback into winning decisions. Unified VoC analytics help B2C compa...Read more
SurveyMonkey Enterprise is a 360-degree feedback solution designed to help businesses in education, healthcare, IT and other sectors conduct surveys to collect feedback. The GDPR and HIPAA compliant platform enables teams to encry...Read more
Startquestion is a professional survey software designed to help businesses of all sizes, freelancers, nonprofits, educational institutions and more create online questionnaires for researching employees, clients and community. Ke...Read more
Home Care Pulse is a customer satisfaction solution designed to help home care agencies collect feedback from clients or caregivers and manage reviews to improve online reputation across the web. Professionals can analyze net prom...Read more
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
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
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
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
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:
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.
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.
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. |
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:
We’ve already talked about some of the benefits customer satisfaction software provides above, but here are some of the most notable ones.
While purchasing customer satisfaction software, observe these two considerations closely:
Below are some of the market trends that buyers of customer satisfaction software should be mindful of:
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.