Practical Ecommerce

20 Tools for Customer Feedback, Surveys

Feedback tools can help you find out what is, and what is not, working with your website. Better yet, they can help you get fresh insights from your most important resource – your customers.

Here is a list of 20 customer feedback tools. There are survey and polling tools, customer support platforms with feedback forums, live chat solutions, and user testing tools for consumers to voice their opinions.

20 Tools for Customer Feedback, Surveys

SurveyGizmo. SurveyGizmo enables you to build surveys with 30 question styles with advanced features like sliders and drop-downs. SurveyGizmo features pre-made themes, reporting tools, style editor, branding, and distribution features like mobile-optimized and offline surveys. Price: Free version offers eight question types. Paid plans start at $15 per month.

SurveyGizmo

SurveyGizmo

SurveyMonkey. SurveyMonkey is a customer survey tool with 15 different question types. Customize the look and feel of your surveys. Create a survey URL and send respondents to a promotional landing page upon survey completion. Gain insights with real-time charts and graphs, filters, and cross tabs. Download results with a variety of export options. Price: Free plan offers 10 questions and 100 responses. Paid plans start at $26 per month.

Polldaddy. Polldaddy lets you create surveys and polls that match your brand, budget and vision. Choose from 14 question types, including multiple choice, free text, and Likert scales. Use the iOS app to collect responses anywhere. Watch your results in real-time. Price: Personal version is free. Paid plans start at $200 per year.

GetFeedback. GetFeedback is an online survey tool that allows anyone to create branded, mobile-ready surveys in minutes. GetFeedback automatically formats your survey for smartphones, tablets, and browsers. View the data in real-time. Price: Free up to 10 responses per month. Paid plans start at $20 per month.

Feedbackify. Feedbackify is a website widget to receive feedback from your website visitors. Create a custom feedback form, using the drag-and-drop editor. Copy the short code into your website’s HTML to start receiving feedback. View feedback in real-time. Filter your feedback by category and subcategory. Price: $19 per month.

Feedbackify

Feedbackify

UserVoice. UserVoice provides multiple tools to keep your customers happy: feedback forums, support ticket systems, and a knowledge base. Use SmartVote and satisfaction surveys to solicit feedback. With the helpdesk, users can reach you without going to a customer portal or opening an email composer. UserVoice also suggests knowledge base articles or feedback from other users to answer questions. Price: Plans range from free to $95 per month.

Usabilla. Usabilla seeks to make it easy for your website visitors to get in touch and share their feedback. Your customers can simply select the part of your website they want to give feedback on. Run different feedback forms on your website with targeted feedback forms. Ask your visitors different questions within your funnel. Usabilla features targeted messages, slide-out survey and full (exit) survey campaigns. Price: Plans start at $49 per month.

IdeaScale. IdeaScale is a solution for the collection of feedback and ideas. Users submit ideas, while others vote. Watch a community form as people start discussing and voting for ideas. The widget can be added to any online experience. Members can submit ideas, vote, comment and complete other tasks, without leaving the original digital environment. Price: Free plan offers 5 campaigns. Paid plans start at $2,500 per year.

UserEcho. UserEcho is a customer support solution that offers a forum, knowledge base, help desk and live chat. In the forum, users can vote for proposed ideas, so you get the information that your customers need most now. Widget enables feedback collection and live chat. Chat tab will appear only if there’s at least one support agent available online. Chat history is saved in the searchable archive. Price: $15 per month for each agent.

UserEcho

UserEcho

FormSite. FormSite is a tool to build forms and web surveys. Choose from over 100 pre-built form templates to customize for customer surveys. Use the drag-and-drop editor with over 40 question types to design a form or survey. Price: Free for five forms per month. Paid plans start at $14.95 per month.

UseResponse. UseResponse is a self-hosted, open-source tool for customer feedback and support. Create votes for your products, ask for customer opinions, or just find out if your customers are satisfied. Best ideas quickly gain popularity as users vote. FormSite also features ticketing helpdesk, knowledge base, live chat, and analytics. Price: Free or $499 fee.

Twtpoll. Twtpoll is a tool for your social survey needs. Twtpoll offers a host of survey combinations, such as a hashtag survey, one-question or multi-question survey, or a quiz. Choose from more that 20 combinations of questions for your surveys. Price: $7 per question or $19 per month.

Qualaroo. Qualaroo is an onsite survey tool that lets you ask website visitors questions in real-time right from the page they’re on. Qualaroo exit surveys let you trigger an on-page survey to find out why they’re not quite ready to buy. With the Qualaroo Convert add-on, you can recapture potential abandoners with special offers and customer support. Price: Plans start at $63 per month.

Qualaroo

Qualaroo

Feedback Lite. Feedback Lite is a customer feedback and survey tool. Feedback Lite offers five feedback templates, with multiple choice, an open-ended answer, a rating scale, a Likert scale, and a ranking scale. Run simultaneous campaigns on the same domain, or across multiple websites, generating as much feedback as you need. Price: Plans start at $17 per month.

All Our Ideas. All Our Ideas is an open-source, data collection tool that has the scale, speed, and quantification of a survey, while still allowing for new information to “bubble up” from respondents. Start by creating a wiki survey, then invite participants to vote and add new ideas. Price: Free.

UsabilityHub. UsabilityHub lets you learn how visitors interact with your design before launching. Upload an image, and choose the type of test you’d like to run: a Five Second Test, a Click Test, or a Nav Flow Test. Specify how many people to test, or even bring your own testers. Get a report on the interactions each tester has with your design. Price: Free community use by taking tests. Paid plans start at $20 per month.

UserTesting. UserTesting seeks to provide fast and affordable user testing. Select your target audience. Have them test your website or a competitor’s website. Receive a video of a user performing tasks that you specify as they think out loud. You can see and hear where they get confused and frustrated. After you’ve received the test results, you can still interact with users and ask them follow-up questions. Price: $49 per user test.

UserTesting

UserTesting

Olark. Olark is a live-chat solution to talk your customers for sales and support. See visitors on your site, what they’re looking at, and where they’ve been. Set the number of chats to receive and get notified when new chats come in. Targeted Chat lets you set rules to interact only with customers who go to a specific page or perform specific behaviors. Manage relationships and encourage feedback with customer-management integrations. Price: Plans start at $15 per month.

Zoho Discussions. Zoho Discussions lets you set up your own customer support communities and private communities where problems and topics are discussed, and ideas are exchanged. It features rebranding tools, moderation, a reports dashboard, and more. Manage feedback, ideas, questions and problems under a single portal. Price: Free plan available for one moderator. Paid add-ons start at $3 per month.

Google Consumer Surveys. Google Consumer Surveys lets you reach out to your target consumer for feedback. Gauge the demand for new products and discover relevant shopper insights. Get graphs, clickable demographic segmentation, as well as statistically significant insights across those demographics, so your data is ready to use right away. Price: Standard surveys are 10¢ per complete for one question and $1.10 – $3.50 per complete for 2 to 10 questions.

Google Consumer Surveys

Google Consumer Surveys

Sig Ueland

Sig Ueland

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Comments ( 11 )

  1. Darren DeMatas November 3, 2014 Reply

    Great list of resources here. I would have to add, Gravity Forms. They have an awesome add on for surveys.

  2. Elena November 4, 2014 Reply

    Thanks for the useful collection! Noted a few to try in the nearest future.
    I’d add Provide Support live chat here as well.

  3. Kamil November 4, 2014 Reply

    Great list. You could give a try to Survicate sometime though. Cheers!

  4. Veronica Goodman November 6, 2014 Reply

    Thank you for the suggestions, I’ve tried most of them, but I don’t see my final choice in the list – http://www.addpoll.com I find them very reliable and easy to use when creating polls, surveys and forms for my site. The content is very easy to share, too. And it’s for a fraction of the price of the other providers out there.

  5. Dan Adams November 7, 2014 Reply

    I think with the advent of the smartphone and studies like Pew stating that 225m of us use them in 2014, you need to look for firms that offer a better choice for that platform like supercandidate.com which includes some neat features as video, sound, media uploads (word, excel etc) that always play on the end users device regardless of if the end user has the native tech. Since we are heading down the road of more media rich engaging content to grab users interests, you should consider this when considering the platform you will use. Sure others in your list claim to offer media but how many can guarantee if they load some video from their Samsung S6, to add to their question that it will still play correctly on the iPhone 5.

  6. Matthew Niederberger November 7, 2014 Reply

    Using user feedback tools is great. There is so much that web analytics cannot tell you and that your visitors can.

    This list is excellent but definitely not definitive. There are many tools out there each with their unique selling points.

    I wrote a course on how to use various user feedback tools. It is free and available over at Udemy: https://www.udemy.com/user-feedback-surveys/

  7. Sally December 2, 2014 Reply

    Wow, there are a lot of options out there! Another one missing from the list is https://innubu.com/
    It’s a great, simple mobile-ready survey tool that’s easy to share by email or social media.

  8. Patricia Adams December 10, 2014 Reply

    SoGoSurvey is a great tool too. I have conducted many surveys in the past and have never been disappointed.

  9. Piper December 31, 2014 Reply

    Personally, I prefer Live chat as source of customer feedback. However, having used the free Olark version I have to say that I prefer the solution I am using right now, Visitlead. I like it more because it is not only limited to chat and includes multiple features that helps you to get as much information about your visitors as possible.
    Here you can find an explanation of the differences between both providers: https://visitlead.com/alternative/olark/

  10. Sezgin Hergul April 16, 2015 Reply

    Very useful list. I would recommend adding Voice of Customer (http://usabilitytools.com/voice-of-customer) to the list. It’s a real-time feedback tool that comes with bunch of options to let you get valuable feedback.

  11. Primo Survey March 25, 2016 Reply

    In general all the online survey tools are limited in various ways. http://www.primosurvey.com is the only one really free. Allows you to create an unlimited number of surveys with unlimited number of questions and collect an unlimited number of responses.