Did you know that organizations that focus on satisfaction are shown to be 60% more profitable than others?
Now, that’s a pretty big number, highlighting the focus on this key CX metric – CSAT score. If you’re not already prioritizing this aspect, it’s never too late to start, and a robust and efficient CSAT tool can help you with it!
CSAT tools help you measure your customer satisfaction levels and provide you insights on how you can improve your products and services to better meet customer expectations.
But the key is getting it absolutely right. It can be very difficult to choose a CSAT tool that perfectly fits your specific requirements, as the cost-effective ones might not have all the required features and the ones with the best set of features might be pricey.
So to help you make an informed decision, in this blog, we will discuss the top 15 CSAT tools, their key features, and their individual pros and cons.
So without much ado, let’s jump straight into the list of top CSAT tools you can use to measure satisfaction.
Best CSAT Survey Tools in 2024
Following is a quick overview of the pricing of each CSAT survey tool and the user rating we got from the G2 platform.
CSAT Tools | Pricing [Basic plan] | G2 Ratings | ||
---|---|---|---|---|
Ease of Use | Quality of Support | Ease of set up | ||
SurveySensum | $49 per month | 9.4 (10) | 9.9 (10) | 9.1 (10) |
Qualtrics | $120 per month | 8.5 (10) | 8.7 (10) | 8.3 (10) |
SurveyMonkey | $20 per user per month | 9.2 (10) | 8.6 (10) | 9.0 (10) |
GetFeedback | Not Available | 9.3 (10) | 9.0 (10) | 9.3 (10) |
InMoment | Not Available | 9.3 (10) | 9.0 (10) | 8.8 (10) |
Nicereply | $59 per month | 9.4 (10) | 9.1 (10) | 9.0 (10) |
NICE Satmetrix | Not Available | 8.3 (10) | 9.1 (10) | 7.9 (10) |
Jotform | $34 per month | 9.3 (10) | 8.8 (10) | 9.2 (10) |
Formstack | $50 per month | 8.8 (10) | 8.5 (10) | 8.9 (10) |
Survicate | $89 per month | 9.2 (10) | 9.4 (10) | 9.0 (10) |
Delighted | Not Available | 9.6 (10) | 9.3 (10) | 9.4 (10) |
Google Forms | $12 per user per month | Not Available | Not Available | Not Available |
1. SurveySensum
If you are looking for a CSAT tool that can help you in not just creating surveys but sharing actionable insights that actually impacts your business revenue, then SurveySensum is the tool for you.
SurveySensum is one of the best CSAT tools that helps you from creating CSAT surveys with in-built templates (or from scratch), sharing them on multiple channels, to analyzing thousands of feedback with AI.
The cherry on the top is that it’s not just a SaaS product. Their dedicated CX experts help you at every step of the way to make your feedback actionable and achieve business objectives and KPIs.
Designed for small to medium-level enterprises, this is one of the most affordable CSAT tools in the market that caters to multiple industries such as SaaS, Retail, B2B, Automotive, BFSI, and more.
Key Features:
- 2-hour SLA support guaranteed
- AI-enabled text analytics
- Affordable pricing (No hidden charges)
- Advanced Reporting
- Integrations (along with data import)
- Real-time analytical dashboard
- On-site support
- Closed-loop capabilities with a real-time ticketing system
Pros:
- Unlimited surveys and touchpoints [With no extra costs]
- Ad hoc research in the same platform
- Drop-off and churn surveys
- End-to-end CX Consultation that gives you key actionable points from the feedback (inclusive)
- Easy-to-use interface
- Customizable surveys
- Industry-specific survey templates
- Survey throttling
Cons:
- Some app integrations are missing but their swift support team is ready to integrate on your request.
Pricing:
The tool offers a free version with unlimited users, surveys, and questions. The paid plans start from $49 per month.
G2 Rating: 4.8/5
2. Qualtrics
Qualtrics is a leading CX platform known for its robust features. It empowers enterprises to gather feedback across various touchpoints (customer, product, brand, employee) and translate that data (X-data) into actionable insights. This rich functionality makes Qualtrics a popular choice for Fortune 500 companies and large organizations with complex CX needs.
However, Qualtrics’ pricing structure can be a barrier for small and medium-sized businesses (SMBs). Its higher costs make it not an ideal CSAT tool for SMBs with limited budgets.
Key Features:
- Access a multitude of test surveys before launching
- Advanced survey analytics features
- Online survey customization with targeted variables
Pros:
- Advanced email visualizations
- Wide variety of logic features
Cons:
- Lacks features for efficient data organization
- Complicated user interface
Pricing:
Though it offers a free version, the features are limited. The basic plan starts at $120 per month for one user.
G2 Rating: 4.2/5
→ Learn about the best Qualtric alternatives you can use for measuring customer satisfaction.
3. SurveyMonkey
SurveyMonkey is another customer feedback survey tool you can try while researching your customer base. The tool has AI-powered features and offers actionable insights by analyzing survey data. Users mostly use SurveyMonkey for market research and insight gathering, but it can also assist organizations in understanding their customer satisfaction.
Key Features:
- Includes a visual no-code editor
- Provides sentiment analysis tool
- Supports custom charts and graphs
Pros:
- User-friendly interface
- Supports crosstab and benchmark reports
Cons:
- Improvement needed with the reporting dashboard
- Most features behind paywall
Pricing:
The pricing of its basic plan starts at $20 per user per month.
G2 Rating: 4.4/5
→ Suggested Read: 12 Best SurveyMonkey Alternatives & Competitors [2024]
4. GetFeedback
The next on the list of CSAT survey tools is GetFeedback. It’s a comprehensive CX management tool designed to help businesses understand their customers. It is a cloud-based platform and can be connected with any of the third-party tools. This has a variety of features that can help you achieve your surveying goals.
Key Features:
- Provides seamless integration
- Has advanced analytics features
- Supports feedback widgets
Pros
- Easy-to-use Interface
- Attractive survey designs
Cons
- Costly for small businesses
- Doesn’t allow native integration
Pricing:
GetFeedback doesn’t provide a clear view of its pricing plans but offers a 14-day free trial.
G2 Rating: 4.6/5
5. Nicereply
Nicereply is a customer feedback tool that helps organizations collect feedback quickly and efficiently. It offers one-click surveys that provide insights into customer satisfaction, loyalty, and advocacy. In addition, its dashboard is easy to navigate and visualizes all your CSAT, CES, and NPS data.
Key Features:
- Robust CRM integration
- Supports in-signature surveys
- Customizable branding elements
Pros:
- Advanced sentiment analysis
- Robust referral tracking
Cons:
- Usability issues with survey creation
- Needs more survey customization options
Pricing:
Nicereply doesn’t offer a free version but provides a 14-day trial for all its paid plans. The plans start at $59 per month for 3 users.
G2 Rating: 4.7/5
6. NICE Satmetrix
NICE Satmetrix is a customer experience management software you can use to measure customer satisfaction. It combines customer feedback and data analytics to provide a complete view of the customer journey.
The tool was purpose-built for managing the customer experience management process. You can effectively close the feedback loop with customers and enhance customer experience.
Key Features:
- Map the entire customer journey
- Advanced trends and pattern analytics
- Offers real-time customer feedback analysis
Pros:
- Robust close-the-loop features
- Excellent customer support
Cons:
- Complicated UI
- Low frontline operation capabilities
Pricing:
The pricing details of the tool are available upon contact.
G2 Rating: 4.3/5
7. InMoment
InMoment is another customer satisfaction tool that helps you understand and improve your customer interactions. It provides a wide range of features that helps to collect, analyze, and act on customer feedback across multiple channels.
Key Features:
- AI-enabled Experience Intelligence platform
- Action XI program
- Seamless Integration
Pros:
- User-friendly
- Wide customization options
Cons:
- Complicated reports
- Survey automation issues
Pricing:
Contact InMoment for pricing-related information..
Capterra Rating: 4.4/5
8. Jotform
Jotform is an online form builder and survey tool that simplifies survey creation and sharing. The CSAT tool is user-friendly and has robust customization options. It allows you to run, collect, and analyze customer feedback to understand how satisfied your customers are.
Key Features:
- Has a simple drag-and-drop feature to create forms and surveys
- Vast library of pre-designed templates
- Conditional logic feature for dynamic surveys
Pros:
- Advanced security features
- Supports e-signatures
Cons:
- Complicated UI
- Forms not image-friendly
Pricing:
The free version offered by Jotform is limited to 100 monthly submissions for 1 user. The paid plans start from $34 per month.
G2 Rating: 4.7/5
Also, take a look at some effective Jotform alternatives.
9. Formstack
Formstack is an intuitive customer feedback platform that offers its users a range of tools to transform how you collect and analyze data. The tool is flexible and provides secure data collection. This allows you to accelerate your business operations without sacrificing security and compliance.
Key Features:
- Customizable surveys with an easy-to-use form builder feature
- Integration with over 40 third-party tools
- Offers high data security
Pros:
- User-friendly Interface
- Wide integration options
Cons:
- Expensive for small business
- Data organization issues
Pricing:
The tool offers a free trial for its paid plans, and the pricing starts from $50 per month.
G2 Rating: 4.4/5
Here are some 15 Formstack alternatives you can choose from as your ideal CSAT survey tool.
10. Survicate
Survucate is a powerful customer feedback tool that you can use to get valuable insights from your customer base and improve your customer experience. It is an efficient CSAT survey tool to measure your customers’ satisfaction level. The platform’s interface is user-friendly and allows you to create and manage surveys easily.
Key Features:
- Offers mobile, email, and link surveys
- Includes advanced targeting features
- Offers more than 400 survey templates
Pros:
- Clear and simple integration process
- Almost immediate support response
Cons:
- Needs more consistent and appealing survey visuals
- Needs a wider variety of question types
Pricing:
The pricing starts at $89 per month for 3 users.
G2 Rating: 4.6/5
11. Delighted
Delighted is a customer feedback platform that helps you gather actionable insights and measure customer satisfaction. The platform offers a range of templates to create surveys, and collect feedback. It has a drag-and-drop option that makes it easier and more accessible. It also provides Slack integration, making it easier to communicate with the team.
Key Features:
- Supports multi-channel survey distribution
- Wide customization options
- Supports CSAT, CES, and NPS surveys
Pros:
- Advanced Reporting
- Intuitive dashboards
Cons:
- Integration issues
- Complicated app interface
Pricing:
They offer a free version of the tool but no free trials. The basic plan starts at $224 when billed yearly. Contact the Delighted team to learn about monthly pricing.
G2 Rating: 4.7/5
12. Google Forms
Google Forms is a free customer satisfaction survey tool used to gauge customer satisfaction. With this tool, you can create surveys, quizzes, and questionnaires easily. The tool also allows you to access, create, and edit surveys through websites, mobiles, or tablets.
Key Features:
- Offers easy-to-use visual survey builders
- Includes features to collaborate with your team
- Offers integration with tools like Asana, Trello, and Google Suite
Pros:
- User-friendly interface
- Very affordable
Cons:
- Lacks advanced features
- Lack of efficient data analysis features
Pricing:
The tool is completely free for personal use. For business purposes, the pricing is $12 per user per month.
G2 Rating: 4.5/5
Also, take a look at the various Google Form alternatives you can use for measuring customer satisfaction.
So we talked about the best CSAT tools in the market right now, but there are also some tools that don’t essentially help you with surveys & analysis but do provide some necessary additional features needed for CSAT measurement & analysis, let’s talk about them a bit.
Top CSAT Tools
The tools we discuss in this section are not essentially survey tools, nor can they measure CSAT scores. But these tools have unique features that help you understand touchpoints where customers are feeling dissatisfied and aid in improving it.
Following is a brief overview of these CSAT tools, their pricing, and the G2 user rating.
CSAT Tools | Pricing [Basic plan] | G2 Ratings | ||
Ease of Use | Quality of Support | Ease of set up | ||
MS Clarity | Free | 8.8 (10) | 7.9 (10) | 8.8 (10) |
Hotjar | $32 per month | 8.9 (10) | 8.6 (10) | 8.9 (10) |
Hootsuite | $99 per month | 8.4 (10) | 7.9 (10) | 8.4 (10) |
13. MS Clarity
Microsoft Clarity is a free user behavior analytics tool that captures how customers use your site. It helps you understand how users interact with your website and the areas of friction experienced by the users.
You can improve the overall experience of your website/app by identifying where, when, and why users are bouncing off.
Key Features:
- Offers a unique heatmap feature
- Offers replays of user sessions
- Has a unified dashboard
Pros:
- Free to use
- Easy to use and implement
Cons:
- No real-time data
- Limited integrations
Pricing
The tool is completely free.
G2 Rating: 4.5/5
14. Hotjar – they were built for website analytics primarily
Hotjar, like MS Clarity, is another non-survey tool you can use to understand your customer satisfaction levels. This user behavior analytics tool provides insights into how users interact with your website/app.
The tool uses both analytics and customer feedback to help you understand user behavior at a granular level. By understanding how users interact with your business, you can optimize accordingly to improve the user experience.
Key Features:
- Heatmaps feature allows visualization
- Access to customer conversion funnel data
- Provides non-intrusive polls.
Pros:
- Intuitive and user-friendly interface
- Real-time insights
Cons:
- Limited integration options
- Mediocre customer support
Pricing
Hotjar offers a free version of the tool and free trials for its paid plans. The paid plan starts at $32 per month.
G2 Rating: 4.3/5
15. Hootsuite
Hootsuite is actually a social media management platform. It helps you manage, schedule, and analyze social media interactions across multiple platforms.
So, how can it help in measuring customer satisfaction? For instance, you can run a quick survey on all social media channels. You can customize the survey questions to measure the customers’ satisfaction level.
It supports various social networks, including Facebook, Instagram, Twitter, LinkedIn, and YouTube.
Key Features:
- Robust sentiment analytics feature
- Great monitoring and tracking
- In-depth analytical reports
Pros:
- Increase efficiency and productivity
- Comprehensive analytics
Cons:
- Lagging user interface
- Has a learning curve
Pricing:
Hootsuite doesn’t offer any free version but offers a free trial for its paid plans. The pricing starts at $99 per user per month.
G2 Rating: 4.2/5
Conclusion
Measuring customer satisfaction is, without a doubt, a necessity for all businesses. And it is essential to choose the right CSAT tool to measure it.
By leveraging these tools, you can gauge customer sentiments, identify pain points and make necessary improvements to enhance your overall CX. In addition, these tools can empower your business to listen to the voice of the customers and take steps to meet their expectations.
Now, remember there are several factors to consider before choosing a CSAT tool. This includes your specific requirements, budget, scalability of the tool, and more. You can make use of the free versions and trials offered by these tools to check whether they are best suited for you.
Just keep in mind that a satisfied customer is a loyal customer. With that said, try out the free version of SurveySensum and see if it fits your business. The free version offers a large number of free surveys and questions. Try the tool now!
FAQs
1. What is a CSAT tool?
A CSAT (Customer Satisfaction) tool is a software or platform designed to measure and analyze customer satisfaction levels. It typically includes features such as surveys, feedback collection mechanisms, and data analysis tools to assess how satisfied customers are with products, services, or experiences.
2. Which tool is used to trigger CSAT?
A tool commonly used to trigger CSAT surveys is an email survey platform or a customer feedback management system. These tools can automate the process of sending out CSAT surveys to customers after specific interactions, such as making a purchase, receiving support, or completing a service.
3. What are the tools for customer satisfaction?
Tools for customer satisfaction encompass a range of software and platforms designed to measure, analyze, and improve customer satisfaction levels. These tools include the best customer satisfaction survey tools such as SurveySensum, SurveyMonkey, Qualtrics, and SurveyGizmo, which enable businesses to create and distribute customer satisfaction surveys efficiently.
4. What are CSAT programs?
CSAT programs refer to initiatives and strategies aimed at measuring and improving customer satisfaction levels within an organization. These programs typically involve the use of surveys, feedback collection mechanisms, and data analysis tools to assess how satisfied customers are with products, services, or interactions with the company.