Top 7 Customer Feedback Tools You Can Use in 2024

"The goal as a company is to have customer service that is not just the best but legendary.”

—Founder of Walmart: Sam Walton

Considering this inspiring quote, customer feedback tools have become more essential than ever for companies looking to enhance user experience and drive growth.

According to a survey by ReportLinker, the global customer experience (CX) management market is expected to grow at an impressive annual rate of 12.2%, reaching $20.4 billion by 2028. This increase highlights the growing importance and investment in tools that can effectively capture and analyze customer feedback.

Moreover, AI and automation are significantly enhancing customer feedback tools. AI-powered features help businesses quickly analyze feedback and gain actionable insights. For instance, 79% of companies consider automation essential in their customer experience strategy.

Keep reading to know what is customer feedback and the top 7 tools you can use in 2024.

What is Customer Feedback?

Customer feedback includes data gathered from users that reflect their reactions to a product, service, or brand. Gathering customer data helps companies understand their users' behavior, which, in turn, boosts revenue, helps retain users, and attracts potential users.

This feedback data is essential for various roles within a company, including the marketing, sales, and product teams, as it helps improve overall customer experience and product/service offerings. It typically includes insights on user satisfaction, usability, feature preferences, and suggestions for improvement.

A customer feedback tool is software or service designed to gather customer insights through surveys, in-app feedback buttons, gamification, and email requests.

Through Nudge's gamification and rewards feature, you can automate engagement by incorporating game-like elements into user experiences. You create a more enjoyable environment by rewarding users for their interactions, such as completing surveys or providing feedback.

Now that you’ve understood what customer feedback is and how it can help you with brand building, let’s discuss how to get it and the top 7 customer feedback tools you can rely on in 2024.

Also Read: Customer Feedback Methods: Why is it Important?

How to Get Customer Feedback?

“A satisfied customer is one who will continue to buy from you, seldom shop around, refer other customers and in general be a superstar advocate for your business.”

- Content Marketing Lead at Shopify: Gregory Ciotti

The key to growing your business and boosting profits lies in prioritizing your customers' interests in every business decision you make. In this section, we have listed down the common sources for collecting customer feedback.

Surveys

Email Surveys: An email survey collects customer data and feedback by sending surveys or questionnaires directly to the customer's email inbox.

Calvin Klein, known globally for its modern, minimalist fashion items and fragrances, excels at collecting customer email feedback.

In-App Surveys: In-app surveys are integrated explicitly within a mobile application. They are presented to users while they are actively using the app, making it convenient for them to provide feedback in real-time.

Utilize Nudge’s in-app survey functionality to capture feedback while users actively engage with your mobile app or website, ensuring timely and relevant responses.

Polls: Implement quick polls on your website or app to gather immediate customer feedback on specific issues or features. Nudge's quizzes and polls feature makes it easy to collect user information through an interactive set of questions.

2. Social Media

Engagement: Actively interact with users on social media platforms like Facebook, Instagram, and Twitter to encourage feedback through comments, mentions, and direct messages.

Oreo encourages audience participation and engagement by inviting followers to suggest Daily Twist ideas, creating a sense of playfulness around its cookies. It also captures users' attention with humorous tweets, creative visuals, and interactive posts.

Direct Feedback: Prompt users to provide direct feedback through social media posts, stories, and private messages, facilitating real-time engagement and relationship building.

Wendy's, an American international fast-food restaurant chain, is well-known for its active and engaging presence on social media platforms. They connect with customers by actively engaging with them through comments, direct messages, and responding to their tweets.

3. Feedback Widgets

Website Widgets: Deploy customizable feedback widgets on your company’s website using Nudge’s intuitive interface. This allows users to provide feedback directly within their browsing experience. These widgets can be embedded on websites to collect insights, conduct surveys, and analyze user behavior directly from visitors interacting with the site.

4. Gamification

Quizzes and Challenges: Integrate gamified elements such as quizzes and challenges related to your products or services using Nudge’s interactive tools. This will encourage participation and enhance user engagement in the feedback process, thereby making it more enjoyable and rewarding for customers to provide their insights.

Casual Games: Implement casual games like "spin the wheel" or interactive polls to incentivize users to provide feedback and reward their participation with exclusive offers or discounts.

McDonald's employs gamification as a clever strategy to elevate consumer engagement, boost sales, and build brand loyalty. Initiatives such as the iconic Monopoly game, mobile app challenges, and loyalty reward systems create an interactive experience among users.

Also Read: Gamification in E-commerce

Top 7 Customer Feedback Tools of 2024

“Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.”

— Co-Founder and former CEO of Apple: Steve Jobs

Yes, you read that right! According to Zendesk, 80% of users say they will leave a company if they have more than one disappointing customer experience. This highlights the importance of prioritizing customer satisfaction and improving their experiences, which is essential to achieving success for your company.

Given that, it’s crucial to be familiar with the best customer feedback tools, which can help you streamline the process of gathering customer insights across various touchpoints in the customer journey.

Here’s a list of some of the top customer feedback tools in 2024:

1. Nudge

Nudge offers a user-friendly customer feedback tool that is comprehensive and doesn’t require coding for implementation. Utilizing Nudge's survey feature, you can conduct surveys to gather user feedback and customize your app to enhance conversion rates.

With the option to choose from various question types and configure the logic directly within the dashboard, Nudge is indeed a great customer feedback tool that helps you understand your audience and make informed decisions accordingly.

2. Qualtrics

Qualtrics is known for its robust survey capabilities and comprehensive suite for capturing and analyzing customer feedback. It offers advanced analytics, customizable surveys, real-time feedback, and seamless integration with CRM systems.

Qualtrics is suitable for companies of all sizes looking to gain detailed insights and make informed decisions.

3. SurveyMonkey

Did you know that, in 2024, over 65,105 companies worldwide have started using SurveyMonkey as a market research tool?

SurveyMonkey is famous for its user-friendly interface and extensive library of templates. It provides customizable surveys, real-time results, advanced analytics, and integration with various third-party apps such as Salesforce and Hubspot.

The best part is you can utilize SurveyMonkey's free customer feedback platform, which offers basic features. However, the tool excels in data management. For instance, you can view all your survey data on a single dashboard and analyze it using graphs and charts.

4. Medallia

Medallia excels in customer experience management, capturing feedback across multiple channels: emails, surveys and phone interviews. It provides companies with powerful tools to create and distribute surveys, gather responses, and analyze feedback data. With customizable survey templates, automated reminders, and real-time reporting, Medallia brilliantly streamlines the feedback collection process.

Medallia is perfect for enterprises aiming to gain deep customer insights and manage comprehensive customer experiences.

5. Zendesk

Zendesk offers powerful feedback and survey features integrated with its customer service platform to over 1,00,000 customers spanning various industries in more than 30 languages worldwide.

Businesses can create customizable surveys, receive real-time feedback, and access detailed analytics. Zendesk integrates feedback with support tickets, making it ideal for companies that want to merge customer feedback with their support operations.

What's more? Zendesk is an AI-first service designed with humans in mind. It recognizes that customers are more than just interactions—they are human beings.

6. Typeform

Typeform is known for its engaging and people-friendly online forms and survey designs. These designs feature interactive forms, logic jumps, real-time analytics, and integration with various business tools.

Typeform’s creative approach helps companies collect and share information comfortably and effectively. The best part is that you can try Typeform for free with their Free Plan, which allows you to create unlimited online surveys, access over 3,000 templates, and the ability to receive responses instantly.

7. Hotjar

Did you know that over 13,06,323 websites trust Hotjar in more than 180 countries?

Hotjar combines feedback collection with behavioral analytics. It includes surveys, heatmaps, session recordings, and conversion funnels.

In Hotjar's feedback dashboard, you can choose and create your questions. Whether it's short or long open-ended queries, quick yes or no responses, or email validations, you have the flexibility. Hotjar also offers inspiration through its drag-and-drop question bank if you're unsure where to begin.

How to Choose the Right Tool to Collect Customer Feedback?

“Building a good customer experience does not happen by accident. It happens by design.”

– Founder and CEO of Women in CX: Clare Muscutt

With this philosophy in mind, choosing practical customer feedback tools becomes essential. Let's explore what factors you should consider when selecting customer feedback tools:

Define Your Objectives

Analyze your needs and goals for gathering customer feedback. Identify the insights you need, whether to measure satisfaction, address pain points or enhance products/services. Some key points to remember include:

What feedback types are you prioritizing? (Surveys, website feedback or in-app insights)
What specific outcomes do you aim to achieve? (Feature improvements or issue resolution)

Incorporating Nudge as your customer feedback solution can help companies collect and analyze customer feedback from websites, mobile platforms, and campaigns. Its user-friendly interface enables users to build, design, and configure feedback forms according to their preferences and requirements.

Customization and Scalability Options They Offer

Does the tool provide customization features, like survey templates or survey logic, to align with your brand identity? Is it capable of scaling to handle larger customer volumes?

As your company expands, your user feedback requirements will evolve, and hence, it is essential to choose a solution that can adapt to your company's growing needs.

Cost and Overall Value For Money

The next step is to evaluate customer feedback tools based on their pricing structure and compatibility with your budget.

You must consider the following questions to conclude.

What is your allocated budget for a customer feedback tool?
What is the tool's pricing compared to similar tools in the market?
What are the subscription tiers or pricing plans available and what features are included in each pricing tier?
Does the tool offer a free trial period?

These questions will help you evaluate a customer feedback tool based on cost. This will help you decide if it fits your budget and effectively meets your company's goals.

Additional Factors to Consider

In addition to the above, here are other factors to consider when choosing a customer feedback tool.

Security and Privacy: Is the tool secure and compliant with data privacy regulations?
Reviews: What feedback do other users give about the tool?
Integration: Does it integrate well with your CRM, customer support, and marketing tools?

Conclusion

What causes users to leave your website? What were they trying to find but couldn't? What aspects do they appreciate most?

Customer feedback tools assist in answering these and similar questions about your users and customers, enabling you to enhance their experience and drive business growth.

That said, choosing the right customer feedback tools and strategies is crucial for B2C companies across industries like ed-tech, fintech, retail, and e-commerce. Companies can enhance customer satisfaction, loyalty, and product innovation by utilizing tools like Nudge and implementing effective feedback strategies.

Schedule a demo today to discover how Nudge can benefit your company by gathering actionable user insights. With Nudge, you can learn more about effectively using customer feedback tools in your company’s strategy.