Practical Ecommerce

14 Customer Feedback Tools for Small Business

Feedback is essential to running a business. It tells you what’s working and what’s not. It provides you with fresh ideas on ways to improve your business. And it gives you insight into the needs of your customers.

Here is a list of customer feedback tools. Some of the tools collect feedback, others tools provide platforms to generate ideas. Most of these tools have free options, making them excellent resources to help you connect with your customers.

14 Customer Feedback Tools

  1. SuggestionBox. SuggestionBox is a suggestion management system. Put a SuggestionBox on your site with a widget or API. Identify the things your customers really want. Users submit and vote on ideas. Features include private messaging to customers, auto-responders, and message broadcasting to keep followers updated. Provide status updates to let them know you are working on their suggestion. Customers can make a SuggestionBox page for your company without your consent, so check to see if a box already exists. Price: $49.50 per month for 1 box and 1 internal user; $9.95 per month for each additional internal user.

  2. Kampyle. Kampyle is a widget for collecting feedback on product pages, in product search fields, and in the shopping cart. Kampyle provides utilities to converse with customers when it is most useful to drive conversion rates. Kampyle Feedback Analytics assesses problems and shows you where the pain points are for visitors. Kampyle automates resolutions to routine customer support problems. Canned response features let you acknowledge and provide instruction for resolving routine problems without human intervention. Kampyle feedback forms automatically prompt visitors to include their contact details, as well as opt-in to the website’s newsletter, helping you to build a relationship with the customer. The app integrates with Google Analytics, Omniture and Nedstat — three analytics platforms — providing you with better insight into your customer interactions. Kampyle also integrates with Salesforce.com. Price: Ranges from free to $499 per month.

  3. Get Satisfaction. Get Satisfaction builds online communities that enable productive conversations between companies and their customers. Get Satisfaction directs a focused environment for companies and customers to ask questions, share ideas, report problems, and give praise. Your employees can play a role with community moderation. Results are prioritized and searchable. Analytics dashboard provides comprehensive measurement capabilities. Customers can access Get Satisfaction from widgets embedded in your site, or from a Facebook app. Mobile app is available for iPhone. Price: Ranges from free to $289 per month.

  4. Feedbackify. Feedbackify is a website widget to receive feedback from your website visitors. Create your customized form, copy and past code into your site’s HTML, and start getting feedback. Use the feedback dashboard to view feedback in real-time. Get information on your customers. Filter the feedback by categories and subcategories. This is a basic tool for getting feedback forms to your customer, receiving and organizing results. Price: $19 per month.

  5. UserVoice. UserVoice provides a forum for your customers to submit and vote on feedback. Inline comment threads allow users to discuss and develop ideas, making it easy for people to share. Results are prioritized. Receive daily updates on your forum community. When you update an idea, UserVoice notifies everyone interested. Run email analytics to see how your responses are received. Customers access the forum by a widget embedded on your site or a dedicated forum page. There is also a Facebook app and a third-party plugin for WordPress. Mobile app is available for iPhone. Price: Ranges from free to $125 per month.

  6. UserEcho. UserEcho is a feedback widget to collect customer responses and ideas. From your site pages via the widget, customers access a forum to leave feedback, vote and choose the best ideas. You can monitor and receive statistics on results. You can respond to ranked feedback by tag, respond directly, or broadcast the status of a suggestion. UserEcho organizes your content through tags, merge and search. Users can login through Facebook and Twitter accounts. Price: Ranges from free to $256 per month.

  7. OpinionLab. OpinionLab offers a wide range of tools to gather customer feedback from websites, mobile sites and apps, social media touch points, e-marketing campaigns, emails, online advertisements, and more. OpinionLab uses multiple-choice questions and open response areas, and gathers information on the customers, as well. OpinionLab helps you to get page-specific feedback, rich contextual analytics, and quantitative and qualitative customer input. Reporting tool provides clients with both site-wide and page-specific analytics. Dashboard gives you real-time access to ratings and comments, enabling you to monitor usability, tweak designs, and track the success of new iterations. Mobile app is available for iPhone. OpinionLab is an enterprise customer-feedback solution, and is likely to be cost-prohibitive to small businesses. Price: Pricing varies.

  8. IdeaScale. IdeaScale provides a platform for branded customer suggestion communities to share, vote, and discuss feedback. Users generate and vote on ideas, and the best ideas bubble up. Watch as communities form, discuss and vote. Widgets allow visitors the ability to contribute from any page of your site. Badges and leaderboards promote the social aspect of the community. You can respond to ideas or mark them with customizable tabs. Integrates with Google Analytics. There is a Facebook app. Mobile app is available on iPhone. Price: Ranges from free to $99 per month.

  9. SparkBin. If you’re interested in feedback to generate ideas, you should be aware of SparkBin. SparkBin is a social app for users to suggest and discuss company ideas. SparkBin is for Google Apps users only, for now. SparkBin has not opened its doors yet, but you can sign up for access to the beta.

  10. Gripe. Gripe is a social platform for customers to provide feedback on companies. Create a merchant account to claim your business. Customers can initiate feedback on a company, so check to see if your company is already listed. Resolve customer gripes and receive cheers. Integrates with Facebook and Twitter. Mobile apps available on Android, iPhone. Price: Free.

  11. DialogCentral. DialogCentral is a geolocation-based mobile app for customers to provide feedback on businesses, primarily brick-and-mortar. By registering your business location, the feedback submitted to that location is sent to the email address you’ll use to register. You also gain access to customer contact information as its provided and standard point-of-sale materials for brick-and-mortar locations. Available for iPad, iPhone. Price: Free.

  12. WebsiteChat.net. If you are interested in a more direct option for customer feedback, consider installing a live chat widget on your site from a live-chat company, such as WebsiteChat.net. Communicate with your customers and track in real-time. Price: Plans start at $4.99 per month.

  13. AnyMeeting. Another live option is to invite your customers to give feedback via a live meeting. AnyMeeting is a free online meeting service that lets you hold unlimited meetings for up to 200 participants. Features include screen sharing and session recording. AnyMeeting also has polling tools for you to direct feedback and gather results. Price: Free.

  14. Facebook. Use Facebook to receive feedback. Your status update is a great tool to initiate a dialogue with your followers. Also, through the Facebook Developers platform, you can install a Comment Box plugin on your website, providing your customers with an immediate space to give feedback. As users need to be logged into a real Facebook account, they cannot post anonymous content. Price: Free.

Sig Ueland
Sig Ueland
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Comments ( 33 )

  1. Ursula Ron June 3, 2011 Reply

    Dear Sig:
    Great overview – sure your readers will gain benefit from your article!

    And of course – thanks for including Kampyle.
    Your description gets right to the core as to Kampyle’s contribution to web optimization and customer satisfaction.
    The most recent change here at Kampyle is that we brought the marketing and commerce aspects of feedback providers to the front.

    The experience Kampyle and its customers made is that feedback providers are more likely to convert and are inclined to share their thoughts.
    This knowledge enabled us to broaden our solutions and support marketing and sales strategies like Influencer Marketing, f-Commerce, m-Commerce, Lead Generation and Automatic Sales.

    I am very happy about your article: There is still such misconception when it comes to feedback! Companies and marketers are often inclined to shrink back form feedback as if feedback providers are trouble makers. The opposite is true! If a website visitor or customer cares to share positive or negative feedback, he/she demonstrates vital interest in a company, brand and product.

    So thanks once again for your article fostering the idea to truly leverage feedback.

    Regards,
    Ursula

  2. LexiConn June 3, 2011 Reply

    Great list. Don’t forget Bizrate, a major player for customer feedback.

  3. a6hi5h3k June 6, 2011 Reply

    Hi Sig

    A handy list this is. Good you covered almost all the active players in the domain.

  4. Armando Roggio June 6, 2011 Reply

    What do you think about using [Olark](http://www.olark.com/) for customer feedback (interaction)?

  5. missmelon July 5, 2011 Reply

    Another one that has a free plan is called Feedback Forms: http://www.feedbackforms.com/Default.aspx

    i also see a few sites who link to a simple Google document.

  6. tracknfld555 July 8, 2011 Reply

    Great list, another up and coming service is Boxwire. http://www.boxwire.com/home.

    Thanks!

  7. Stas Kuzma January 5, 2012 Reply

    All mentioned services are Saas. Consider adding self-hosted on your server all in one customer feedback and support system with 100% customization:
    UseResponse – http://www.useresponse.com

  8. Peter Edward Harrington January 29, 2012 Reply

    Hands down, one of the best tools is http://www.trustpilot.co.uk – we use it to source customer reviews of our customer service, and then post the feed on our site on a dedicated page. A simple, fully automated system that allows us to push our highly rated customer service to new or undecided customers.

  9. Sayer Martin February 28, 2012 Reply

    For collecting targeted feedback during and immediately after the customer experience or when you don’t have their contact information, take a look at ToMyFace.com.

  10. Jesse Parker March 20, 2012 Reply

    Great article.

    I use http://virtualcommentbox.com for mobile feedback – it’s great because you get to ask a couple quick questions and customers do it! This is for the real world – not just websites!

  11. gruntgrunt June 3, 2012 Reply

    Or if you want something that works with Google Analytics to find out what makes people bounce, try Webreep. Its a bit expensive, but at least they have a free version (for now at least)

  12. DavidKlimes August 13, 2012 Reply

    Great list, Or you can try. Limatte is an online tool that interacts with a visitor at the moment he indicates he is leaving a web. You can find out. Why your visitors are leaving. http://www.limatte.com

  13. David B November 6, 2012 Reply

    I use textvines, a little different than the others…my customers can send me their comments via a text message while they are still in my restaurant ..gives me time to fix any issues before they leave of find out if my specials are popular.
    I have turned a not so happy customer into a regular with it.
    The pros are it is easy and my customers like it, the cons are it is not free.
    I guess you get what you pay for though. So far it is worth it.

  14. DIYLocalSearch November 16, 2012 Reply

    Sig, I just happened to come across your article relating to customer feedback tools for small businesses and I am impressed with this knowledge of information. As a local internet marketer, I’m always researching for new tools which can help my clients improve their operations.

    Getting customer reviews is one of the ingredients to achieving an increased rank in the search engine results page (SERP) when focusing on a<a href="http://www.diylocalsearch.info">local search marketing strategy</a>. Another company which has some interesting small business marketing tools is called BrightLocal.com, definitely a "must have" for those companies interested in enhancing their tool collections.

    I’ve bookmarked this website and will be checking it frequently for more small business related tools, applications, and articles!

    Dwight Brisco
    Web Marketing Consultant

  15. ned006 November 24, 2012 Reply

    Don’t forget voicewith (http://voicewith.com)! It takes less than a minute to up a feedback button and it’s 100% free. Checkout some live examples:

    http://iolandes.com
    http://anjoprod.com
    http://aircompare.net
    http://databayarea.com

  16. Mary Brood December 4, 2012 Reply

    Also good services are idea.informer.com and its russian version – reformal.ru
    and they’re totally FREE, by the way!!

  17. Arne Mertens January 15, 2013 Reply

    And, dont forget Feedbackstr (http://feedbackstr.com)! Its an online based free tool, startable in a minute, which allows to leave feedback mobile (with QR-Codes as entry) or via Link, Web-Formular, Social Networks, Emails …

    As features i only name realtime evaluation then there is much more. Check it!

    Arne

  18. Tag_Check January 29, 2013 Reply

    Fantastic list. However all these tool are squarely aimed at online feedback for online businesses. giving feedback on websites and products websites.

    We have just launched a tool that bridges the gap between the real and online worlds. Tag-Check.com is a new approach to getting product / service / event / performance feedback to you, quickly and reliably. 

    Instant feedback from all of your stakeholders: customers, colleagues, employees, networks, community; for all different aspects of your work real or virtual..

  19. Peter April 22, 2013 Reply

    Great list! Also, http://www.feedbackular.com creates simple feedback forms for your website, blog, or online help files. You can create a free account, and collect feedback in minutes.

  20. Santhosh Guru May 3, 2013 Reply

    Good article… But this get older & ineffective over a period of time, when you get lots of new & fresh apps.

    Why don’t you try keeping it update with all new apps in the article.

    I would like to add one more app here:

    Heeduser.com – it’s free, simple, feature-rich and more engaging.

    Sample community – https://www.heeduser.com/community/heeduser

    thanks

  21. socialmedia June 3, 2013 Reply

    There are so many feedback tools nowadays! We found feedbackbutton.org to be very effective for us. It’s clean, affordable, and there is hardly a limit on feedback submissions.

  22. Gail August 5, 2013 Reply

    For those that are looking FeedbackPro.biz not only lets you learn from your customer feedback but it will let you publish positive feedback as online reviews.

  23. Songhua Hu January 20, 2014 Reply

    I shall also mention Tinygoodz, an SMS-based customer feedback platform. http://tinygoodz.com

  24. Mark B. January 23, 2014 Reply

    I have been using https://www.x-forward.com for my restaurant, really helpful.

  25. Griselda April 14, 2014 Reply

    Found this one two weeks ago, for free and offline survey creation!!!
    Feed2Go
    Pretty cool thing, never created a survey with my pics and design as faster as with this app :-)
    It´s new on the App Store!!

  26. Rajat Garg May 27, 2014 Reply

    Take a look at UsersDelight (http://www.usersdelight.com) – it will allow you to get customer feedback very easily and ofcourse, it’s free :-)

    Also, you will have access to notification and coupon widgets to present to your website & mobile app users.

    We track all relevant customer activity and allow you to target the widgets as well. e.g. you can show different feedback forms to new users vs repeat customers, give out 10% off to users who have been on your site/app 10 times but have never bought any thing from you.

  27. rebecca June 16, 2014 Reply

    If you are looking for a customer onsite feedback app- check out echobravo: echo-bravo.com. It is solving the social media challenge of poor reviews. Great app-real-time and simple to use feedback system!

  28. Jake Koretz June 16, 2014 Reply

    We use Customer Thermometer (http://www.customerthermometer.com)for gathering feedback, it’s a one click survey so we get great response rates. Perhaps one to add to your list Sig, as I know some of the longer surveys can put customers off filling them in. This cool app gets around that issue.

  29. Peter June 24, 2014 Reply

    Hi Sig,

    great list. I haven’t even heard of some of those. I have a positive experience with http://www.instantevaluate.com that is not in the list. The have quite well customized solutions.

    SuggestionBox is useful too.

  30. Kate July 20, 2014 Reply

    I recommend trying out Feedback Lite.

    I recently signed up and found it really easy to use. I was looking for something that provided me with something I could customize, was affordable, and looked good on my site.

    Check it out at http://www.feedbacklite.com

  31. Patrick August 19, 2014 Reply

    For instant and private visitor feedback that is unbiased try the Feedback widget from http://www.socialintents.com.

  32. Kilogen9 October 11, 2014 Reply

    Try polljoy (https://polljoy.com) if you are app developer. It also supports web. It’s image polls looks amazing.

  33. Peter October 29, 2014 Reply

    A smart feedback tool is a new kind of feedback tool – try AtomJump Loop at https://atomjump.com which is a little like whatsapp on your site.

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