Feedback has become a go-to tool for UX designers. But do we actually know how to gather it? Do we understand what kind of information is provided with each tool? What types of data can be used?
Customer feedback products are a new and exciting way to gather user feedback, learn about their preferences and opinions. Brands can use them in service design and product development, so let’s look at them in more detail.
Customer feedback tools: what are they?
The internet and mobile devices have transformed the way we do business. It is more important than ever for consumers to access information about products and services. However, only some brands are prepared for this new reality.
You can use these data points to improve your product or service, ultimately increasing sales and customer satisfaction.
Companies now use technology to connect with their customers and remain competitive as the landscape rapidly changes. User feedback tools such as surveys, questionnaires, or comment boxes can provide valuable information about how people use your products or services. This will make it easy for you to improve your product, ultimately increasing sales and satisfaction among your customers.
Customer feedback tools enable businesses to gather information about their consumers. The insights gathered can then be used to implement changes that will improve customer satisfaction with the given product.
The importance of customer feedback tools
Have you ever wondered if there is a place where you can show your customers how their buying experience was going? For us to be able to evaluate and measure the product’s success, we need feedback from users.
Customer feedback is something that every business should look at. It will allow you to learn more about how people use your products, leading to better design and ultimately improving a company’s growth.
The importance of customer feedback in UX design cannot be overstated. It allows you to understand your customers better, and enables you to keep improving the product. A good customer feedback system will help you analyze and collect feedback effectively.
Customer feedback tools are a great way to engage and help your customers.
The best customer feedback tools will provide an easy way to collect and analyze all your customer data. They should also provide you with a platform to share this information with other departments within your company, such as sales and marketing teams.
How to choose the right customer feedback tool
No doubt your customer feedback system is the heart of your customer relations. It’s a vital component in building a positive brand while at the same time ensuring you receive valuable information to improve your service.
But how do you choose a customer feedback software that works best for you?
User-friendliness
Customer feedback tools should be easy to use. Your customers will be using it every day, so you want to make sure that it’s easy for them to get started with and use. Some tools are easier to get started with than others, but once you’ve gotten past the initial learning curve, you want your customers to be able to jump right in without any trouble at all.
Adaptable features and capabilities
Adaptability is the second thing to consider when choosing a customer feedback tool. You want your program to be free of one place, but instead, have it available wherever your employees need it. You may also like the ability to add new features as time passes, so make sure that whatever software platform you choose can accommodate those needs.
A software stack that integrates your customer feedback tools
Another thing to look for when choosing the right customer feedback tool is integration with other parts of your business. This can mean anything from integrating with UCAAS platforms, social media platforms like Facebook or Twitter so that you can share customer feedback directly on their pages or integrating with CRMs (customer relationship management) systems to use them seamlessly.
The price
In choosing the right customer feedback tool, price plays a critical role. You want something that will provide value and not cost too much money. You can try most companies for free these days to decide whether they’re worth your time. But before signing up for a free trial, be sure to do some research to know what you’re getting into.
Personalized service
Your feedback widget or form should match your brand’s design as much as possible. It is essential to check the original appearance of these products, whether they are clean and subtle, and whether they also offer self-serve customization. The majority of enterprise-level user feedback tools provide customization.
2023’s top 6 customer feedback tools
The best customer feedback tool is the one you choose to meet your innermost needs as a designer, app developer or business owner. When considering how to truly get your customers to leave their opinions on your product, you should take in many factors, including quality, cost, and how much control you will have.
We have compiled a list of the top 6 customer feedback tools for 2023, together with information about each one’s features, benefits, and disadvantages.
Usersnap
Usersnap is a user feedback tool that allows you to capture screen snapshots of your website visitors. You can then analyze these screen snapshots and use them for better customer service, product development, sales and marketing.
Usersnap allows you to create and manage a library of the screen easily captured from your website. The library will enable you to store all captured screenshots in one place where you can access them anytime. This saves you from browsing through your email inbox whenever you need to view a screenshot.
Features
- flexible assistance and feedback Menu to obtain client happiness swiftly.
- Link this device to more than 2,000 solutions.
- Short surveys are conducted on a website using targeted website visitors.
- Easy responses with thumbs-up/down rating
- A public board is in place to gather community opinion.
Advantages
- Its customisable dashboard provides reports on the number of visitors and page views per day on each page of your site.
- Testing pages can be launched and shared with existing users through Usersnap.
- Affordability and ease of use
Disadvantages
- The user management system could be improved.
Pricing
Prices for Usersnap start at $69 per month. The customer feedback software also offers a free 15-day trial, so you can check it out and decide whether it’s right for you.
Want to know what your customers think? Usersnap can collect data from any website or app, including surveys and reviews.
NiceReply
Nicereply is one of the most intuitive tools to champion customer experience. Customers use this tool to rate their satisfaction after interacting with your staff, give feedback on your products, evaluate the latest newsletter, and many other uses.
You can integrate the app with plenty of support tools, including Zendesk and Front, so it is easy to plug surveys into existing conversations.
It is possible to select from three industry standards: CSAT, CES, or NPS surveys, and three ways of distribution.
Features:
- 3 different metrics (CSAT, CES, NPS) and 3 ways of distribution (email template and post-resolution survey, website pop-up surveys)
- 15+ high-quality integrations.
- 3 different CSAT scales
- Detailed reports and analytics
Advantages:
- Highly customizable surveys (design and content of the surveys).
- Ability to add tags and good tag management
- Great customer support.
- Intuitive UI and design.
Disadvantages:
- No multilingual support.
Pricing:
You can try all Nicereply features on a free 14-day trial (no credit card is required). The basic plan (Mini) starts at $39 per month. The other plans ($79 Start, $159 Grow, $239 Business) are based on the team size and expected response rate. We recommend taking an annual plan when you get additional 2 months for free.
Champion your customer experience thanks to measuring customer satisfaction with Nicereply.
UXtweak
UXtweak is a customer feedback platform that can help business owners get feedback on their product’s design and functionalities thanks to it’s numerous tools. They allow you to not only find out what customers think about the product with a Survey, but also discover their pain points, hidden wants and needs, and turn them into opportunities for improvement.
UXtweak offers you access to card sorting, tree testing, mobile testing, prototype testing, competitive usability testing, complicated website testing, session recording, and more. Using these tools, you may examine a website from the users’ perspective and learn what matters to them most.
With the help of UXtweak, you can evaluate a website’s whole lifecycle, from prototyping to testing the finished product, assessing competition, and sketching out specific features.
Features
- A customizable Survey tool
- Various questionnaire types
- PDF reports
- Preference testing
- First Click test
- Five Second test and other features.
Advantages
- Multi-operation dashboard with all-in-one functionality
- Fields & graphics can be customized
- Detailed analytics and an easy-to-use interface
- Multi-functional Features
- Responsive Customer support
Disadvantages
- Mobile testing only for IOS.
Pricing
You can access amazing features for free. There is also the solo plan which goes for $80 monthly, and a business plan for $144.
Customer feedback tool UXtweak offers comprehensive solutions to optimize your customer’s experience.
SurveySensum
SurveySensum is an all-inclusive feedback management application that enables you to start surveys, including NPS, CES, CSAT, onboarding, and feature adoption. And if that weren’t enough, their CX team assists you in selecting the appropriate survey questions for each touchpoint and timing their distribution on the channels your target audience prefers.
Customer feedback tools are used to collect customer feedback on an ongoing basis. Customer feedback can be collected in several ways, such as surveys, in-person conversations and comments on social media platforms.
Features
- Customisable survey templates
- A complete feedback management process
- Streamlined integrations
- A text analytics tool
Advantages
- Wide range of features and simple to use
- full-service response for client professionals
- outstanding client service
Disadvantage
- Additional integrations are needed.
Pricing
The basic package for SurveySensum is $69 per month. They also offer customisable plans where you can pay for the responses you want.
SurveySensum is the tool for you if you’re looking to enhance your customers’ overall experience.
Typeform
Typeform is a perfect combination of design and functionality. Customer interaction can be made to appear like a real conversation. Creating surveys without coding is easy with this web-based customer feedback software. It allows you to create engaging forms, surveys, quizzes, and more.
Features
- Conversion tracking
- Logic Jumps
- Conversational touch and human-friendly interactions
- Video tutorials and media assistance.
Advantages
- Great UI and design
- Endless inquiries
- Superb template alternatives and designs
Disadvantages
A dashboard for analysis is not available
Pricing
The basic plan has a starting price of $25/month for an annual plan and $29/month for a monthly plan.
This tool is best for engaging surveys, quizzes, and forms.
Qualtrics
One of the most well-known experience management services, Qualtrics, offers a variety of sophisticated methods for gathering user feedback. It lets you get input at each significant touchpoint and quickly analyze the responses. With Qualtrics, you can engage with consumers on every channel and turn their feedback into insights that advance client loyalty and contentment.
Features
- Analyses and predictions based on innovative technologies
- The listening engine enables direct communication with customers
- Provides the right teams with recommended actions
- An easy way to create block-based questionnaires.
Advantages
- Simple to use
- Flexibility in how to use questions
- Comprehensive real-time analytics
Disadvantages
Upgrades are expensive for small businesses
Pricing
Qualtrics can provide you with detailed pricing information.
This tool allows you to gather feedback at every meaningful touchpoint and instantly interpret the feedback you receive.
Conclusion
Customer feedback is essential when it comes to running a business so take your time and choose one of these customer feedback tools to have your back when it comes to gathering user data. All these user feedback tools offer a host of features that all companies should consider evaluating.
UXtweak offers free tools that your brand can use to collect, store and analyze customer feedback. Create a free UXtweak account to track customers’ feedback!
