13 Best Customer Feedback Collection Tools for SaaS in 2023Β 

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 in 2023. 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 customer feedback tool

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.

customer feedback tools userguiding

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:

userguiding feedback tools

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

Basic Plan: $89/month when billed annually with up to 2,000 MAUs

Professional Plan: $389/month when billed annually with up to 2,000 MAUs

Corporate Plan: $689/month when billed annually with custom MAUs

UserGuiding also offers free migration services for your in-app content created using other software to minimize your switching costs.

Schedule a demo with one of our experts or start your free trial now:

in-app survey

Learn what your users think in seconds.

Create the perfect survey fast and easy with UserGuiding,
and enjoy the freedom of limitless responses.

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Use Cases

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

Pros

βœ… User-friendly & simple interface,

βœ… Improved user onboarding,

βœ… Dashboard & reporting,

βœ… Custom surveys,

βœ… Increased user engagement,

βœ… Analytics and insights,

βœ… Flexibility, and

βœ… Integration. 

Cons

❌ Dependency on internet connection.

2- Qualtrics

qualtrics customer feedback tools

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. 

qualtrics dashboard customer feedback tools

Pricing

Custom pricing based on requirements.

Use Cases

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

Pros

βœ… Advanced survey features,

βœ… Dashboard & reporting,

βœ… Robust analytics,

βœ… Micro surveys,

βœ… Survey customization options, and

βœ… Integration options.

Cons

❌ Higher pricing for enterprise-level features,

❌ A steeper learning curve for complex app surveys.

3- SurveyMonkey

surveymonkey customer feedback tools

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.

customer survey software surveymonkey

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

βœ… User-friendly interface,

βœ… Pre-built survey templates,

βœ… Reporting capabilities,

βœ… Survey customization options,

βœ… Extensive integrations, and

βœ… Dashboard & reporting options.  

Cons

❌ Basic features in the free plan,

❌ Limited customization options in lower-tier plans. 

4- Typeform

customer feedback software 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. 

customer feedback tools typeform

Pricing

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

Use Cases

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

Pros

βœ… Interactive and engaging form design,

βœ… App survey widget,

βœ… Real-time dashboard & reporting,

βœ… Survey customization options,

βœ… Conditional logic,

βœ… Seamless user experience, and

βœ… Data analysis options. 

Cons

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

5- Zendesk

zendesk customer feedback platform

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. 

customer feedback tools zendesk

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 

βœ… Centralized customer support platform,

βœ… Segments with custom reports,

βœ… Follow-up emails,

βœ… Custom integrations with other Zendesk products,

βœ… Ticket management, and

βœ… Bug reports.

Cons

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

6- Hotjar

hotjar customer feedback software

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.

hotjar customer feedback software

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 

βœ… Heatmaps,

βœ… Session recordings,

βœ… Dashboard & reporting,

βœ… Survey customization options,

βœ… CSAT & customer effort score,

βœ… Marketing solutions,

βœ… Feedback polls,

βœ… Feedback buttons,

βœ… Funnel analysis, and

βœ… User behavior insights.

Cons

❌ Limited features in lower-tier plans,

❌ The complex learning curve for advanced analytics.

7- Usabilla

usabilla customer feedback tools

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.

usabilla customer feedback software

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 

βœ… User-friendly feedback collection,

βœ… Visual feedback options,

βœ… User demographics,

βœ… Feedback widgets,

βœ… Numerous feedback widgets,

βœ… Targeted feedback campaigns, and

βœ… Sentiment analysis.

Cons

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

8- UserVoice

uservoice customer feedback software

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.

uservoice customer feedback tools

Pricing

Custom pricing based on requirements.

Use Cases

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

Pros 

βœ… Feedback voting system,

βœ… Predictive analytics,

βœ… Follow-up emails,

βœ… Idea submission and tracking,

βœ… Unlimited surveys,

βœ… Feedback widgets, and

βœ… Integration with project management tools.

Cons

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

9- UserTesting

usertesting customer feedback platform

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.

usertesting customer feedback software

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 

βœ… Real-time user testing,

βœ… Video recordings,

βœ… Real-time customer feedback,

βœ… Customer care,

βœ… Unlimited surveys,

βœ… Feedback buttons,

βœ… User insights and feedback, and

βœ… Usability benchmarking.

Cons

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

10- Delighted

delighted customer feedback tool

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.

delighted customer feedback software

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 

βœ… NPS survey automation,

βœ… Feedback forms,

βœ… Customizable surveys,

βœ… Follow-up emails,

βœ… Service analytics,

βœ… Feature requests,

βœ… Real-time feedback analysis, and

βœ… Dashboard & reporting.

Cons

❌ Higher pricing for advanced & powerful features,

❌ Limited features in lower-tier,

❌ Personal plans.

11- Getfeedback

getfeedback customer feedback software

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.

getfeedback customer feedback software

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

βœ… Easy survey creation,

βœ… Email surveys,

βœ… Custom surveys,

βœ… Enhanced security,

βœ… Built-in data analytics,

βœ… Multi-channel distribution,

βœ… Feature requests,

βœ… Real-time reporting, and

βœ… Integration capabilities. 

Cons

❌ Limited survey customization,

❌ Pricing,

❌ Learning curve, and

❌ Limited question types.

12- Nicereply

nicereply customer feedback software

 

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.

nicereply customer feedback software

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

βœ… Multi-channel feedback collection,

βœ… Email surveys,

βœ… Customizable templates,

βœ… Follow-up emails,

βœ… NPS surveys,

βœ… Customizable surveys, and

βœ… Real-time feedback monitoring. 

Cons

❌ Limited advanced survey features.

13- Wootric

wootric customer feedback software

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.

wootric customer feedback platform

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 

βœ… Specialization in NPS,

βœ… Multi-channel feedback collection,

βœ… Unlimited surveys,

βœ… Feedback widgets,

βœ… Feature requests,

βœ… Real-time feedback analysis, and

βœ… Integration capabilities.

Cons

❌ Limited survey customization,

❌ Advanced reporting limitations, and

❌ Pricing structure.

Final Word

In conclusion, customer feedback tools for SaaS in 2023 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.


Frequently Asked Questions


What is the best way to collect feedback for SaaS apps?

The best way to collect feedback for SaaS apps is to implement in-app feedback tools or surveys that allow users to provide feedback directly within the application’s interface, making it easy and convenient for them to share their thoughts and suggestions.


What tools do you use to get feedback from customers?

Using tools like Qualtrics, Nicereply, and Userguiding is currently helping many teams to receive precious feedback. The given tools in this list are waiting for you to give them a chance!


What are 5 methods of obtaining feedback from customers?

You can try surveys, interviews, reviews & ratings, feedback forms, and customer panels.


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Suay Γ‡akΔ±rca

Suay Γ‡akΔ±rca

I'm one of UserGuiding’s creative content writers that work hard every day to come up with πŸ’― content. I usually write about UX, onboarding, and growth. If you like what you read, let’s connect on LinkedIn to talk more about it! I’ll be replying with my cat on my lap and will most probably pause a movie, but hey, I don't mind at all!