13 Best Customer Feedback Collection Tools for SaaS in 2024

Attention all SaaS superheroes!

Are you ready to unleash the power of customer feedback and take your SaaS business to new heights?

In this action-packed article, I present to you the 13 best customer feedback collection tools for SaaS. These mighty customer feedback tools will equip you with the superhuman ability to understand your customers, enhance your products, and soar above your competition.

These online feedback tools are:

1. UserGuiding
2. Qualtrics
3. SurveyMonkey
4. Typeform
5. Zendesk
6. Hotjar
7. Usabilla
8. UserVoice
9. UserTesting
10. Delighted
11. Getfeedback
12. Nicereply
13. Wootric

With these feedback collection superheroes by your side, you'll harness the strength of advanced survey capabilities, mind-bending user insights, and lightning-fast feedback analysis.

From dynamic form builders to intuitive visual feedback tools, these tools will revolutionize the way you listen to your customers.

So, chop chop!

1- UserGuiding

UserGuiding is an innovative customer onboarding and user experience (UX) tool that helps businesses create interactive product tours, onboarding flows, and feature adoption campaigns.

It empowers companies to guide their users step-by-step through their software, ensuring a smooth and engaging user experience.

And that's not all. 

UserGuiding now offers advanced (but super easy-to-use) surveying capabilities. 

You can give UserGuiding a shot, store and filter your data in-app, and publish a survey in under 5 minutes, making the surveying process more seamless than ever for your product team, success, support teams, and small-business founders.

With UserGuiding, you can easily come up with multiple NPS surveys, adjust the themes and segments for maximum response rate, and see the NPS score flying high. 

Different scenarios and situations need different app surveys, and most onboarding tools solely offer NPS.

UserGuiding provides you with the opportunity to create tailor-made surveys for all necessary occasions.

In that sense, by helping you segment different user groups, UserGuiding lets you enhance your entire process for a better customer journey and also ensures you are doing well through the surveys.

Here is the UserGuiding Emoji rating survey on the dashboard:

Creating surveys with UserGuiding is easier than ever.

You simply type in your question types while you see the survey preview on the same screen, and set the rules for it. Then, you are good to go with the platform's brand new engagement element – aka, surveys.

Also, UserGuiding doesn’t restrict the number of replies you get so that you can get actual insights about what your users think and do.

Pricing

UserGuiding's pricing is based on the number of active users you have. When billed annually:

• Basic Plan: Starting from $69/month.
• Professional Plan: Starting from $199/month.
• Corporate Plan: Custom quote.

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Use Cases

User onboarding, feature adoption, user engagement and customer success, and product improvement. And feedback collection! 

Pros

✅ User-friendly & simple interface,

✅ Improved user onboarding,

✅ Dashboard & reporting,

✅ Custom surveys,

✅ Increased user engagement,

✅ Analytics and insights,

✅ Flexibility, and

✅ Integration. 

Cons

❌ Dependency on internet connection.

2- Qualtrics

Qualtrics is a comprehensive experience management platform that offers advanced survey campaigns and feedback collection capabilities.

It is widely used thanks to the fact that it enables all sizes of organizations and researchers to gather, analyze, and make data-driven decisions based on feedback from the customer journey, employees, and other stakeholders. It provides a full pact of tools for creating, distributing, and analyzing surveys and other data collection instruments. 

Pricing

Custom pricing based on requirements.

Use Cases

Customer satisfaction surveys, market research, survey response, employee feedback, and product feedback.

Pros

✅ Advanced survey features,

✅ Dashboard & reporting,

✅ Robust analytics,

✅ Micro surveys,

✅ Survey customization options, and

✅ Integration options.

Cons

❌ Higher pricing for enterprise-level features,

❌ A steeper learning curve for complex app surveys.

3- SurveyMonkey

SurveyMonkey is a widely used online survey tool that enables businesses to create and distribute online reviews and survey campaigns to collect customer insights.

It provides a range of features to design and administer surveys, collect responses, and derive insights from the data.

Pricing

Individual Plans:

• Basic: Free forever
• Standard Monthly: €39 / month
• Advantage Annual: €38 / month
• Premier Annual: €99 / month

Team Plans:

• Team Advantage: €30 / month
• Team Premier: €75 / month
• Team Enterprise: Custom

Use Cases

Customer feedback surveys, survey response, market research, event registrations, and employee feedback. 

Pros

✅ User-friendly interface,

✅ Pre-built survey templates,

✅ Reporting capabilities,

✅ Survey customization options,

✅ Extensive integrations, and

✅ Dashboard & reporting options.  

Cons

❌ Basic features in the free plan,

❌ Limited customization options in lower-tier plans. 

4- Typeform

Typeform is a popular online survey and form-building platform known for its visually appealing and interactive user interface.

It provides a unique and engaging approach to collecting feedback and data by offering a conversational and interactive experience for respondents. 

Pricing

Free plan available; the basic plan starts at $35 monthly. 

Use Cases

Customer feedback forms, lead generation forms, quizzes, and event registrations. 

Pros

✅ Interactive and engaging form design,

✅ App survey widget,

✅ Real-time dashboard & reporting,

✅ Survey customization options,

✅ Conditional logic,

✅ Seamless user experience, and

✅ Data analysis options. 

Cons

❌ There are limited features in the free plan; pricing can be high for advanced features. 

5- Zendesk

Zendesk is a customer service and support platform that offers several features and tools that help businesses gather and utilize both positive and negative feedback effectively.

The platform uses ticket surveys, CSAT (Customer Satisfaction) Ratings, feedback collection channels, and detailed reporting. 

Pricing

The basic plan starts at $49 per user per month.

Use Cases

Customer support ticketing, help desk management, and collecting feedback from support interactions.

Pros 

✅ Centralized customer support platform,

✅ Segments with custom reports,

✅ Follow-up emails,

✅ Custom integrations with other Zendesk products,

✅ Ticket management, and

✅ Bug reports.

Cons

❌ Can be expensive for your smaller product team and medium businesses.

6- Hotjar

Hotjar is a tool that provides heatmaps, session recordings, and product feedback to help you understand how visitors interact with your website or SaaS product.

It provides a range of features designed to gather insights into user behavior and customer loyalty, improve website usability, and increase conversion rates.

Pricing

The basic plan starts at $29 per month.

Use Cases

Website and product usability testing, dynamic action planning, user behavior analysis, and customer feedback collection.

Pros 

✅ Heatmaps,

✅ Session recordings,

✅ Dashboard & reporting,

✅ Survey customization options,

✅ CSAT & customer effort score,

✅ Marketing solutions,

✅ Feedback polls,

✅ Feedback buttons,

✅ Funnel analysis, and

✅ User behavior insights.

Cons

❌ Limited features in lower-tier plans,

❌ The complex learning curve for advanced analytics.

7- Usabilla

Usabilla is a customer feedback management platform that enables businesses to collect, analyze, and act upon user feedback.

It offers various tools and features designed to gather feedback from website visitors, mobile app users, and email recipients.

Usabilla offers several products to facilitate different aspects of the feedback process.

Pricing

Custom pricing based on requirements.

Use Cases

Collecting feedback on website user experience, and mobile app feedback, and gathering insights for UX improvements.

Pros 

✅ User-friendly feedback collection,

✅ Visual feedback options,

✅ User demographics,

✅ Feedback widgets,

✅ Numerous feedback widgets,

✅ Targeted feedback campaigns, and

✅ Sentiment analysis.

Cons

❌ Pricing can be higher for advanced features and may require some technical implementation.

8- UserVoice

UserVoice is a customer survey and product management platform that helps businesses collect, prioritize, and act upon customer feedback.

It provides tools and features to engage with customers, gather feedback, and streamline the product development process.

Pricing

Custom pricing based on requirements.

Use Cases

Collecting and managing customer feedback, idea management, and prioritizing product improvements.

Pros 

✅ Feedback voting system,

✅ Predictive analytics,

✅ Follow-up emails,

✅ Idea submission and tracking,

✅ Unlimited surveys,

✅ Feedback widgets, and

✅ Integration with project management tools.

Cons

❌ Customization options may be limited and may require additional integrations for full functionality.

9- UserTesting

UserTesting is a platform that provides businesses with access to a diverse panel of real users who can test their websites, mobile apps, prototypes, and other digital experiences.

The platform offers a range of features to conduct user testing and gather valuable insights.

Pricing

Custom pricing based on requirements.

Use Cases

Remote usability testing, user interviews, and gathering qualitative feedback.

Pros 

✅ Real-time user testing,

✅ Video recordings,

✅ Real-time customer feedback,

✅ Customer care,

✅ Unlimited surveys,

✅ Feedback buttons,

✅ User insights and feedback, and

✅ Usability benchmarking.

Cons

❌ Higher pricing for advanced features may require a separate budget for user incentives.

10- Delighted

Delighted is a customer survey platform that helps businesses collect and analyze feedback from their customers. It is a simple yet powerful customer feedback platform that specializes in Net Promoter Score (NPS) surveys.

It provides tools and powerful features to measure customer satisfaction, track trends, and gather actionable insights.

Pricing

The basic plan starts at $399 per month.

Use Cases

Net Promoter Score (NPS) surveys, customer satisfaction measurement, product roadmap, and feedback analytics.

Pros 

✅ NPS survey automation,

✅ Feedback forms,

✅ Customizable surveys,

✅ Follow-up emails,

✅ Service analytics,

✅ Feature requests,

✅ Real-time feedback analysis, and

✅ Dashboard & reporting.

Cons

❌ Higher pricing for advanced & powerful features,

❌ Limited features in lower-tier,

❌ Personal plans.

11- Getfeedback

GetFeedback is a customer feedback and survey platform that helps businesses collect and analyze feedback from their customers.

It provides tools and features to create and distribute surveys, analyze responses, and gain actionable insights.

Pricing

Custom pricing based on personal plans.

Use Cases

Customer satisfaction surveys, feedback forms, improvements in widgets, product roadmap, and collecting feedback at various 

Pros

✅ Easy survey creation,

✅ Email surveys,

✅ Custom surveys,

✅ Enhanced security,

✅ Built-in data analytics,

✅ Multi-channel distribution,

✅ Feature requests,

✅ Real-time reporting, and

✅ Integration capabilities. 

Cons

❌ Limited survey customization,

❌ Pricing,

❌ Learning curve, and

❌ Limited question types.

12- Nicereply

Nicereply is a customer feedback software and satisfaction survey platform that allows businesses to measure and analyze customer feedback across various channels.

It offers powerful features and tools to create and distribute surveys, monitor feedback in real-time, and gain valuable insights to improve customer experience and satisfaction.

Pricing

Mini plan: $39 / month

Start plan: $79 / month

Grow plan: $159 / month

Business plan: $239 / month

Use Cases

Customer satisfaction surveys, customer support evaluation, dashboard & reporting, product and service feedback, employee satisfaction surveys, and feedback monitoring and analysis.

Pros

✅ Multi-channel feedback collection,

✅ Email surveys,

✅ Customizable templates,

✅ Follow-up emails,

✅ NPS surveys,

✅ Customizable surveys, and

✅ Real-time feedback monitoring. 

Cons

❌ Limited advanced survey features.

13- Wootric

Wootric is a customer feedback and Net Promoter Score (NPS) platform that helps businesses measure customer satisfaction, gather feedback, and drive customer-centric growth.

It provides tools and features to collect real-time feedback, analyze customer sentiment, and take action based on the insights obtained.

Pricing

Wootric offers different pricing for personal plans based on the number of monthly responses and additional features required. They have a basic plan suitable for small businesses as well as enterprise-level organizations.

Use Cases

Customer experience management, dashboard & reporting product development, and improvement, customer success and support, and NPS benchmarking. 

Pros 

✅ Specialization in NPS,

✅ Multi-channel feedback collection,

✅ Unlimited surveys,

✅ Feedback widgets,

✅ Feature requests,

✅ Real-time feedback analysis, and

✅ Integration capabilities.

Cons

❌ Limited survey customization,

❌ Advanced reporting limitations, and

❌ Pricing structure.

Final Word

In conclusion, customer feedback tools for SaaS are like super-powered sidekicks for businesses.

They help you listen, understand, and impress your customers like never before!

From smart surveys to mind-reading sentiment analysis, the given customer feedback software gives you the insights you need to level up your customer experience and build strong customer relationships in order to create room for customer loyalty.

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