Top 14 Customer Feedback Management Tools in 2024 [Reviewed]
Priyanka
October 7, 2024
•
5 min read
Introduction to feedback & customer satisfaction
Did you know that 73% of consumers worldwide expect companies to understand their unique needs and expectations? But how do you as a company get to know your unique customer's needs?
While you can get qualitative data by conducting market research on user needs & desires, the only way to derive actionable & real insights is via talking directly with your customers. Nothing is more valuable than the insight that comes directly from your customers.
Customer feedback tools facilitate in collecting user’s opinions, suggestions and complaints through various channels like surveys, social media, reviews, feedback boards and in-app survey mechanism.
When you understand more about the users and their thoughts, you create experiences that can directly speak to their needs & desires.
What is a feedback management tool?
Like I mentioned above, Feedback can be given and received via many channels. Specially in the current digitization era, there are a number of ways via which customers can share heir experience and thoughts when interacting with your product/ service. Social media is notoriously known for sharing poor customer experience and gaining the attention of the company.
But why would a customer need to post on social media to gain the attention of the company. This is because most companies are unable to handle the influx of feedback that comes across various channels. This leads to customers not getting responded in a imely manner and eventually missed opportunities which lead to poor customer experiences.
A feedback management tool will help centralize all the feedback received and enable you to respond and act on these feedback in a timely manner. Customers will find their feedback valued and this will increase the life expectancy of the customer with your company who can be your brand ambassadors.
Problems with customer feedback tools
There are various feedback tools that enable you to collect feedback through various methods and channels. Tools like trustpilot, enable you to collect reviews, SurveyMonkey enable you to collect feedback via survey forms and analyse customer satisfaction scores, emails to collect to ideas & suggestions & bug reports. However maintaining, managing, and analysing feedback from all these tools can be a time consuming & costly affair. In addition to the above there are other major problems too which companies face. Let’s see what they are:
Data Silos and Integration Issues: Feedback is often spread across multiple platforms (email, social media, support tickets), making it difficult to consolidate and analyze. Lack of integration with other systems (CRM, project management tools) leads to incomplete customer profiles and poor context for feedback.
Complexity and Learning Curves: Many tools are complex and require extensive training, leading to inconsistent usage and data entry. Teams may struggle to adopt and effectively use these tools, resulting in fragmented and low-quality feedback data.
High Costs: Maintaining multiple feedback tools can be expensive, straining resources, especially for smaller organizations. The cost of integrating and managing these tools often outweighs the benefits, leading to underutilization.
Response Delays and Inefficiencies: Slow response times due to the manual handling of feedback from various sources. Inefficient categorization and prioritization of feedback lead to delayed actions and missed opportunities for improvement.
Lack of Actionable Insights: Tools often fail to provide actionable insights from the collected data, leaving teams with raw feedback that is hard to interpret.Automated analysis and reporting features are either lacking or inadequate, making it hard to derive meaningful conclusions.
These issues collectively result in inefficient handling and response to customer feedback, undermining the potential benefits of such tools.
What should an ideal feedback management tool have?
Now that we have discussed some of the common problems the existing feedback collection tools have. Let’s take a look as to how we can solve them:
A good feedback management tool should not only be able to help you collect customer feedback from relevant sources but should also empower you to manage & analyse customer feedback collected from different sources. It should be a single source of truth for your company and should be able to close the feedback loop for your customers
Let’s look at some of the features that a feedback management software should have:
Integrate multiple feedback channels (email, social media, in-app)
Set up unified dashboard for all feedback data
Sync with CRM and project management tools
Implement AI-powered categorization and tagging
Create customizable reports and prioritization tools
Enable team collaboration features
Set up automated customer engagement tools
Ensure data security and compliance
These features ensure a comprehensive, efficient, and effective feedback management process.
Now that we have covered what is a feedback management tool and why do you need one. Let’s look into some of the best tools that are available today that you can use to manage your customer feedback efficiently.
Top 14 customer feedback management tools in 2024
There are a number of feedback management softwares. Depending on the stage where your company is, it's ideal to reveiw and chose the most relevant & appropriate tool. So I have divided the list in to stages of company, these tools are best suited for:
Best for Early Stage Companies
Productlogz
Productlogz is an all in one feedback management software that helps you not only collect feedback from various sources but also enables you to communicate with you customer feedback in a centralised space. You customers can see the different feedback recieved and engage with other's feedback as well. Productlogz also helps you improve customer experience with real-time nudges and also close the feedback loop with timely announcements and user notifications on their feedback
Some key features include:
Centralised feedback board
Upvotes & comments on feedback by users
Nudges to improve activation & retention
Roadmaps that can be shared with users
Detailed analytics & reporting
Integration with top CRM, Project Management & support tools
Announcements & in-app notifications with changelog
Weighted Scoring
In-app feedback surveys with NPS & CSAT scorings
Pros:
Best in class UI & intuitive user interface
Nudges help you collect feedback with in-app surveys when users are most active
Ease of collecting feedback from different sources
Cost effective & great for early stage companies
Different workspaces to manage multiple product feedbacks in a single dashboard
Very quick & responsive support
Cons: Some integrations may be missing but are in our Roadmap
Pricing:
Starts at 19$/ month with a generous free plan
Frill
Frill is a customer feedback management software designed to help businesses collect, manage, and act on customer feedback. It offers features like idea boards, roadmaps, and changelogs to streamline the feedback process and enhance product development. Frill's user-friendly interface and comprehensive feedback management tool make it a popular choice among businesses looking to improve customer satisfaction.
Pros:
Clean, intuitive, and visually appealing user interface
Easy to set up and use
Ability to merge similar ideas and consolidate votes
Embeddable widget for collecting feedback
Interconnected ideas, roadmap, and announcements sections
Regular updates and new feature releases
SSO and white-labeling options
Integrations with tools like Slack, Pabbly, and Integrately
Cons:
Limited ability to disable or pre-approve comments
Slow email-only support (no chat support)
Lack of social login options
Some desired features only available in higher-priced tiers and you might hav eto purchase add-ons which is not lucrative
No built-in tour or extensive tutorials for new users
Some integrations are less polished
Limited layout customization options
Customer Ratings:
The majority of reviews gave Frill a 5-star rating. Overall out of 26 reviews analysed it has a 4.7 rating
The overall sentiment of users is positive
Pricing:
Starts at $25 per month.
Add ons and Scales based on features and user requirements.
Upvoty
Upvoty is a user feedback tool that helps businesses gather and prioritize customer feedback. It provides a centralized platform for collecting ideas, voting on features, and creating a public roadmap to keep users informed about upcoming developments. Upvoty is designed to enhance product management by incorporating user input directly into the decision-making process.
Key Features
Centralized feedback collection.
Voting system for feature prioritization.
Public roadmap for transparency.
Integration with various project management tools.
Pros:
Easy to implement and use for both teams and users
Custom domain and branding options
User authentication and account syncing
Centralized place to capture and prioritize user feedback
Embeddable in existing applications
Regular updates based on user feedback
Simple interface without unnecessary feature bloat
Good customer support
Cons:
Limited number of custom statuses (at the time of some reviews)
Admin interface can be confusing, especially for managing boards and different status types
Room for improvement in messaging to customers when using SSO
Some desired features still on Upvoty's own roadmap
No free plan available
Customer Ratings:
Out of 7 reviews reviews Upvoty has been given a 5-star rating
The overall sentiment is very positive
Pricing:
Starts at $15 per month. Has a free trial.
Pricing scales based on features and user volume.
Rapidr
Rapidr is a comprehensive feedback management tool designed to help businesses collect, manage, and prioritize user feedback efficiently. It provides a centralized platform for gathering feedback, feature requests, and bug reports, with robust integration capabilities. Rapidr supports a voting system to prioritize feedback and customizable feedback forms to fit various needs.
Key Features
Centralized feedback and feature request collection.
Voting system for prioritizing feedback.
Integration with project management and communication tools.
Customizable feedback forms.
Pros:
Easy to set up and use
Flexible for various use cases (customer feedback, internal ideas, sprint prioritization)
Slack integration for team alerts
Affordable pricing
Helpful for prioritizing product roadmap
Automatic user notifications when feedback status changes
Visible roadmaps for users
Cons:
As a newer tool, it may lack some features of more established competitors
Limited widget options for capturing feedback beyond text fields
Pricing may be high for non-multi-tenant products
Some desired features still in development
Customer Ratings
Out of 4 reviews Rapidr has been given a 5-star rating overall
The overall sentiment is positive
Pricing:
Starts at $49 per month.
Pricing scales based on features and user requirements.
FeatureOS
FeatureOS is a customer feedback management platform designed to help businesses gather, manage, and prioritize feedback from users. It offers a comprehensive suite of tools for collecting feature requests, bug reports, and user ideas, with a focus on making feedback actionable. FeatureOS includes powerful analytics and integration capabilities to streamline product development.
Key Features
Centralized feedback collection.
Voting system for feature prioritization.
Detailed analytics and reporting.
Integration with popular project management tools.
Pros:
Ease of use for both the company and customers
Intuitive interface
Constant addition of new features and improvements
Excellent customer support
Helps prioritize product development based on user feedback
Integration with tools like ClickUp and Intercom
White-labeling options and custom subdomain
Cost-effective compared to competitors
Responsive to feature suggestions and bug fixes
Cons:
Some AI improvements for managing similar requests are still in development
May lag behind some competitors in terms of certain features
No free plan available
Limited customization for feedback forms.
Pricing
Starts at $50 per month.
Pricing varies based on features and user needs.
FeatureBase
Featurebase is a comprehensive feedback management platform designed to help businesses efficiently gather, organize, and prioritize user feedback. It offers tools like feedback portals, in-app widgets, voting systems, and public roadmaps to streamline product development and enhance customer satisfaction.
Key Features
Centralized feedback collection through portals and in-app widgets.
Voting system for feature prioritization.
Public roadmaps and changelogs.
AI-powered duplicate feedback detection.
Integration with tools like Intercom, Slack, and Jira.
Pros:
Easy to set up and use
Sleek, customizable user interface
Effective for collecting user feedback
Popup changelog widget for user updates
Good integrations, especially with Linear and Intercom
Responsive customer support
More affordable than some competitors
Helps build a community around product improvement
Easy creation of feature and bug requests
In-app chat functionality
Cons:
Pricing may be high for indie developers or solo projects
Some users miss specific features from competitors (e.g., upvoting within Slack)
Customer Ratings:
Out of 10 reviews FeatureBase has been given a 4.9 -star rating overall
The overall sentiment is positive
Pricing:
Free plan available.
Paid plans start at $40 per month.
Best for Mid-Stage Companies
Canny
Canny is a comprehensive idea management software designed to collect, manage, and evaluate product feedback. It features a product roadmap with idea ranking to prioritize projects and monitor development stages. Canny's centralized system for feature requests and public voting board enhances transparency and customer engagement. Integrating seamlessly with tools like HubSpot, Salesforce, and Jira, it helps track the revenue impact of feature requests, ensuring informed decision-making.
Key Features
Centralized feedback collection from multiple sources.
Product roadmap with public voting and idea ranking.
Integration with popular tools (HubSpot, Salesforce, Google Workspace, Jira).
Customer profiles and demographic insights.
Public roadmap and feedback lifecycle tracking.
Pros:
Clean, intuitive user interface
Easy to set up and integrate with existing systems
Effective for collecting and organizing user feedback
Helps prioritize feature requests based on user votes
Good integrations, especially with Intercom, Slack, and JIRA
Transparent roadmap sharing with customers
Changelog feature for showing product progress
Responsive customer support
Regular updates and improvements
Cons:
Pricing may be high for small businesses or startups
Limited customization options for some features (e.g., email notifications)
Search functionality could be improved (lack of global search)
Some users reported minor usability issues
Limited user roles/permissions (at the time of some reviews)
Widget lacks a dark theme option
Customer Ratings:
Overall rating: 4.7 out of 5 stars (based on 44 reviews on Capterra)
Ease of Use: 4.8/5
Customer Service: 4.8/5
Features: 4.5/5
Value for Money: 4.8/5
Pricing
Starts at $79/month
Free forever plan with limited features.
Savio
Savio is a robust customer feedback management tool designed to centralize and streamline feedback collection across various channels, including email, support tools, CRMs, and more. It offers automation capabilities, segmentation, and prioritization features, making it easier to understand and act on customer needs. Savio fosters collaboration between teams and ensures the feedback loop is closed, enhancing customer satisfaction and retention.
Key Features
Centralized feedback collection from multiple channels.
Powerful segmentation and filtering options.
Collaboration tools for different teams.
Automation for feedback gathering.
Public voting board (optional).
Feedback loop closure with follow-up capabilities.
Pros:
Easy to set up and integrate with existing systems (e.g., Intercom, Salesforce, Segment)
Slack integration for easy ticket filing
Chrome extension for capturing feedback from various sources
Customizable template for feature enhancement requests
Ability to centralize customer feedback from multiple channels
Segmentation of feedback based on customer attributes (e.g., MRR, plan)
Daily email summaries of new feedback
Feature to notify customers when their requested feature is built
Helpful for prioritizing features based on customer demand
Cons:
Search functionality in the web application could be improved
Tagging system can be repetitive and could benefit from better organization
Web application can be slow and cumbersome at times
Lacks voting boards for feedback
No Kanban-style roadmap (only list-based)
Free plan could be more generous
Customer Ratings:
Overall rating: 4.7 out of 5 stars (based on 5 reviews on G2)
Pricing:
Starts at $39 per month.
Free trial available.
Beamer
Beamer is a versatile customer feedback tool that offers a user-friendly interface and multi-channel feedback collection, including NPS surveys, in-app feedback, comments, and reactions. Its powerful analytics feature sentiment analysis and comprehensive reporting tools. Beamer integrates seamlessly with popular business platforms, providing actionable insights to improve customer satisfaction and product development.
Seamless integrations with popular business platforms.
User-friendly interface for ease of use.
Pros:
Ease of use and setup
Good customer support
Effective for sharing product updates and announcements
Customizable widget that blends well with websites/apps
Useful analytics features
Ability to schedule and expire posts
Multilanguage support
Integrations with platforms like Intercom and Zapier
Cons:
Limited native integrations (relies heavily on Zapier)
Some users find it expensive
Occasional integration issues reported
Limited audience segmentation capabilities
Some users want more features like multiple products per account, roadmap boards, etc.
Customer Ratings:
Ease of Use: 5/5
Customer Support: 3/5
Engagement: 3/5
Customer Engagement: 2/5
Pricing:
Free plan with limited features.
Paid plans start at $49 per month, scaling based on features and user volume.
Aha!
Aha! is a leading product management platform designed to help teams strategically plan, develop, and deliver products. It provides tools for defining product vision, creating roadmaps, managing releases, and collaborating with team members and stakeholders, ensuring a streamlined workflow from ideation to delivery.
Key Features:
Strategic Planning: Define product vision, goals, and conduct SWOT analysis.
Roadmapping: Create customizable roadmaps, timelines, and Gantt charts.
Idea Management: Collect, prioritize, and manage customer ideas and feedback.
Feature Prioritization: Use scorecards and manage dependencies.
Release Management: Plan and track releases with detailed timelines and milestones.
Collaboration: Facilitate teamwork through comments, notifications, and integration with development tools.
Reporting and Analytics: Generate custom reports and visual roadmaps.
Integration and APIs: Connect with third-party tools and utilize Aha! APIs.
User and Access Management: Define roles, set permissions, and use single sign-on (SSO).
Highly customizable and flexible to fit various business needs
Strong integration capabilities, especially with Jira
Excellent for strategic planning and aligning work with company goals
Powerful roadmapping and release planning features
Great for collecting and managing customer feedback through idea portals
Robust reporting and analytics capabilities
Exceptional customer support
Cons:
Steep learning curve due to the software's complexity
Can be overwhelming for new users due to the abundance of features
Some users find the interface and navigation challenging
Pricing can be expensive, especially for smaller teams or companies
Occasional issues with software updates disrupting workflows
Some desired features are only available in higher-tier plans
Customer Ratings:
Overall rating: 4.7 out of 5 stars (based on 535 reviews on Capterra)
Ease of Use: 4.4/5
Customer Service: 4.9/5
Features: 4.7/5
Value for Money: 4.6/5
Pricing
No Free plan
Paid plans start at $39 per month, has different pricing for different suite of products
Productboard
Productboard is a comprehensive product management and roadmapping platform that integrates customer feedback with sophisticated roadmapping tools. It features built-in frameworks for prioritizing features and templates for creating visual roadmaps, making it a robust solution for product managers.
Key Features
Integrated customer feedback repository.
Sophisticated roadmapping tools.
Built-in prioritization frameworks.
Templates for visual roadmaps.
Pros:
Intuitive and user-friendly interface
Excellent for aggregating and organizing customer feedback
Strong feature prioritization capabilities
Helps align product strategy with company objectives
Good integration with external tools (e.g., Jira, Slack)
Customizable views and roadmaps
Effective for communicating product plans to stakeholders
Helpful for tracking the origins of feature ideas
Cons:
Steep learning curve for some users due to numerous customization options
Limited integrations with some project management tools (e.g., Asana, Clubhouse)
Search functionality could be improved
Some users find it expensive, especially for smaller teams
Occasional issues with data structure and organization
Limited reporting capabilities in some areas
Customer Ratings:
Overall rating: 4.7 out of 5 stars (based on 152 reviews on Capterra)
Ease of Use: 4.4/5
Customer Service: 4.7/5
Features: 4.3/5
Value for Money: 4.3/5
Likelihood to recommend: 8.5/10
Pricing
Starts at $20 per month per "Maker" (user who creates, edits, and prioritizes feedback or roadmap).
Best for Entreprise Grade Companies
UserPilot
Userpilot is a user onboarding and product adoption platform designed to help SaaS companies enhance user experiences and drive product engagement. It enables teams to create personalized in-app experiences without requiring coding, helping users quickly understand and derive value from the product.
Key Features
Onboarding Flows: Create interactive onboarding flows to guide new users through key features and functionalities.
In-App Messaging: Deliver personalized messages, tips, and announcements directly within the app.
Product Tours: Build product tours to highlight important features and help users navigate the product.
User Segmentation: Segment users based on behavior, attributes, and usage patterns to deliver targeted experiences.
Analytics and Insights: Track user interactions, measure engagement, and analyze the effectiveness of onboarding and product adoption efforts.
A/B Testing: Experiment with different in-app experiences to determine the most effective approaches.
No-Code Interface: Design and implement experiences without needing any coding skills.
Feedback Collection: Gather user feedback through surveys and in-app prompts to understand user needs and improve the product.
Pros:
Easy to use and intuitive interface
Powerful user onboarding and feature adoption tools
Customizable experiences and flows
Effective for reducing churn and support tickets
Good integration with existing tech stacks
Helpful customer support team
Checklist functionality is highly appreciated
Flexible segmentation options
Chrome plugin for easy implementation
Cons:
Some users experienced slight lag at high loads
Initial learning curve for advanced features
Limited integration options compared to some competitors
Occasional glitches or freezes reported by some users
Analytics features could be improved
Pricing considered high by some users
Time zone differences can affect support response times for some regions
Customer Ratings:
Overall rating: 4.6 out of 5 stars (based on 57 reviews on Capterra)
Ease of Use: 4.5/5
Customer Service: 4.7/5
Features: 4.6/5
Value for Money: 4.7/5
Likelihood to recommend: 8.8/10
Pricing
Starts at $249 for basic features.
Pendo
Pendo is a product analytics and user engagement platform designed to help companies understand user behavior, improve product experiences, and drive user adoption. It provides insights into how users interact with software, enabling teams to make data-driven decisions and deliver personalized in-app experiences.
Key Features
Product Analytics: Track user behavior, feature usage, and engagement metrics to gain insights into how users interact with your product.
In-App Guidance: Create in-app messages, tooltips, and walkthroughs to guide users and highlight key features.
User Feedback: Collect feedback through in-app surveys, polls, and NPS (Net Promoter Score) to understand user sentiment and areas for improvement.
Segmentation: Segment users based on behavior, attributes, and feedback to deliver targeted and personalized experiences.
Roadmaps: Plan and share product roadmaps to align teams and communicate upcoming features and initiatives.
A/B Testing: Test different in-app experiences to determine which approaches are most effective in driving user engagement and adoption.
Integrations: Integrate with various third-party tools to enhance workflows and data sharing.
No-Code Interface: Design and implement in-app experiences without the need for coding skills.
Pros:
Powerful analytics and user behavior tracking
Easy-to-use interface for creating in-app guides and walkthroughs
Effective for product adoption and user onboarding
Helpful for collecting and managing user feedback
Good NPS (Net Promoter Score) functionality
Integrates well with other tools (e.g., Salesforce)
Retrospective tagging of pages and features
Customizable dashboards and reports
Excellent customer support
Cons:
Initial setup and tagging can be time-consuming
Learning curve for some advanced features
Limited customization options for dashboards
Occasional bugs or glitches reported
Some users find it expensive, especially for smaller teams
Advanced analytics may require some technical knowledge
Inconsistencies between web and mobile functionality
Customer Ratings:
Overall rating: 4.5 out of 5 stars (based on 215 reviews on Capterra)
Ease of Use: 4.1/5
Customer Service: 4.5/5
Features: 4.3/5
Value for Money: 4.3/5
Pricings :
Custom, based on request
UserVoice
UserVoice is a customer feedback management platform that helps companies collect, analyze, and act on user feedback to improve their products and services. It enables teams to understand customer needs, prioritize features, and enhance user satisfaction by integrating feedback into the product development process. Despite its limited features, it remains a popular choice, previously used by companies like Microsoft. While it may not be the most sophisticated tool for tracking feature requests, its simplicity and widespread recognition make it noteworthy.
Key Features
Feedback Collection: Gather user feedback through multiple channels, including web widgets, mobile apps, and emails.
Idea Management: Allow users to submit ideas, vote on suggestions, and discuss potential features, creating a community-driven feedback loop.
Prioritization: Use customizable scorecards and prioritization tools to identify the most valuable features and improvements.
Roadmapping: Share product roadmaps with users to communicate upcoming features and gather feedback on planned developments.
Insights and Analytics: Analyze feedback data to uncover trends, measure sentiment, and gain actionable insights.
User Segmentation: Segment feedback by user demographics, behavior, and other criteria to better understand different user groups.
Integration: Integrate with various third-party tools such as CRM systems, project management software, and development platforms to streamline workflows.
Customizable Surveys: Create and distribute surveys to gather targeted feedback on specific features or user experiences.
Pros:
Easy to integrate into web applications
Effective for collecting and organizing user feedback
Voting system helps prioritize feature requests
Good knowledge base functionality
Helpful for managing support tickets
Improves communication between product teams and customers
Customizable widget for in-app feedback collection
Useful analytics for product decision-making
Good API for integration with other tools
Cons:
Interface can be outdated and sometimes slow to navigate
Limited multilanguage support for knowledge base
Merging similar ideas can be a manual, time-consuming process
Some users find it expensive for the features they use
No mobile app for ticket agents
Limited customization options for the user-facing interface
Some users report occasional glitches or bugs
Customer Ratings:
Overall rating: 4.3 out of 5 stars (based on 70 reviews on Capterra)
Ease of Use: 4.2/5
Customer Service: 4.1/5
Features: 3.8/5
Value for Money: 3.8/5
Likelihood to recommend: 7.6/10
Pricing
Starts at $699 for basic features.
Conclusion
Companies that use customer feedback to make better products are more successful. The customer feedback management tools above are just some of the solutions out there to help you collect your users' feedback, organize and prioritize it, and then build the features they'd like to see next.
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Priyanka
October 7, 2024
•
5 min read
Simplifying Feedback & Feature Management for SaaS
Transform Feedback into Results
Easily collect & Prioritize feedback from users. Build & Ship features that Users actually want.
