Top CSAT Tools to Gauge Customer Satisfaction

Organizations that focus on customer satisfaction are 60% more profitable than others.

So yes, keeping customers satisfied is impertinent and CX metric – CSAT Score is the key to it. It not only gauges your customers’ satisfaction level, it helps you identify the reasons behind their dissatisfaction – enabling you to work on it before they decide to leave you.

It’s not as easy as it sounds. However, a robust CSAT tool does make it easy!

A CSAT tool helps you understand how satisfied your customers are, how you can reduce customer churn, and consequently, how you can improve your products and services.

But 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.

Let’s dive in.

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. 

1. SurveySensum

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)
• On-site support
• Closed-loop capabilities with a real-time ticketing system
• 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)
• Customizable surveys

Pricing:

The tool offers a free version with unlimited users, surveys, and questions. The paid plans start from $99 per month.

2. Qualtrics

Qualtrics is a CX management platform that helps businesses run, analyze and act on customer feedback. The tool is widely used in academia, market research, and business settings for data collection and feedback analysis.

Key Features

1. It offers a user-friendly interface with a wide range of question types, logic, and customization options. Users can create surveys from scratch or use pre-made templates. 
2. The tool offers multichannel distribution, including channels like email, social media, and website. 
3. The tool is compliant with various data security standards and regulations. These include GDPR, ISO 27001, and HIPAA, ensuring the security and privacy of collected data.
4. Provides real-time data analysis, advanced statistical analysis, and customizable reporting options. Users can view data in a variety of formats, including graphs, tables, and text responses.

Pricing:

Though it offers a free version, the features are limited. The basic plan starts at $420 per month for one user.

→ Learn about the best Qualtric alternatives you can use for measuring customer satisfaction.

3. SurveyMonkey

SurveyMonkey is another CSAT survey tool you can try. The tool is also an AI-powered survey tool and offers actionable insights by analyzing customer feedback.

Key Features

1. The surveys are customizable and can be created from scratch.
2. Multi-channel survey distribution through channels like email, social media, and the web. It also supports embedded surveys on web pages.
3. The skip logic feature personalizes the survey questions based on the customer’s previous responses.
4. Offers stringent data security and privacy and is compliant with GDPR, HIPAA, and other regulations.

Pricing

The pricing of its basic plan starts at $25 per user per month.

→ Suggested Read: 12 Best SurveyMonkey Alternatives & Competitors [2023]

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 third-party tools. 

Key Features

1. Its seamless integration with Salesforce allows companies to sync their customer data into their CRM data and get a holistic view of customer relationships. 
2. Its advanced analytics provide actionable insight from customer feedback. This helps in improving customer experience and thereby inducing satisfaction. 
3. Supports multi-channel survey distribution.
4. It offers real-time analytics of customer feedback, helping identify growing trends and patterns.
5. It also allows businesses to embed feedback widgets on websites and mobile apps.

Pricing 

GetFeedback doesn’t provide a clear view of its pricing plans but offers a 14-day free trial.

5. Nicereply

Nicereply is a customer feedback tool and sixth on our list of CSAT survey tools. 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

1. It has robust integration with various CRM systems. This includes Zendesk, LiveAgent, Pipedrive, and more.
2. You can use in-signature surveys to ask customers for feedback at the bottom of every mail. 
3. The post-resolution email surveys can be used to survey customers automatically after you resolve an issue. 
4. The surveys are customizable to include your branding elements and ask the right survey questions.
5. The tool allows you to measure the performance of your automated mail surveys. You can see how many surveys were sent, opened, and answered.

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.

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

1. You can map the entire customer journey, making understanding how users interact at each touchpoint easier. 
2. The tool’s advanced analytics capabilities help identify growing trends and patterns in customer behavior. The capabilities include text analytics, predictive analysis, and trend analysis. 
3. It also offers real-time analysis of customer feedback across various channels. This helps in identifying and addressing customer issues quickly.

Pricing

The pricing details of the tool are available upon contact.

7. InMoment

This is yet another CSAT survey tool that helps you understand and improve your customer interactions. It provides a wide range of features that help to collect, analyze, and act on customer feedback across multiple channels. 

Key Features

1. Its Experience Intelligence (EI) platform uses AI and ML to analyze customer feedback from various sources. As a result, it provides actionable insights into customer behavior and predictive analysis.
2. The Employee Experience (EX) tool collects and analyzes employee feedback and offers insight to improve workplace culture and productivity. 
3. The tool’s Experience improvement (XI) feature provides action plans and strategies to improve your customer experience.
4. It integrates with various third-party systems such as CRM, ERP, and HR systems.

Pricing

They don’t provide information about their pricing plan. Contact their team to know more.

Extract actionable insights, identify your key drivers, and take prioritized action to boost your customer satisfaction with SurveySensum

8. Jotform

Jotform is an online form builder and survey tool that simplifies survey creation and sharing. The 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

1. It has a simple drag-and-drop feature to create forms and surveys. 
2. The tool also has a vast library of pre-designed templates you can use for various purposes. These purposes include surveys, registrations, order forms, and more.
3. Its conditional logic feature helps you create dynamic surveys based on user responses. This leads to a more personalized and efficient data collection process.

Pricing

The free version offered by Jotform is limited to 100 monthly submissions for 1 user. The paid plans start from $34 per month.

→ Also, take a look at some effective Jotform alternatives.

9. Formstack

Formstack is an intuitive platform that offers 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

1. The tool offers customizable surveys with its robust and easy-to-use form builder feature. 
2. It can integrate with over 40 third-party tools and web applications. This includes Salesforce, MailChimp, PayPal, and Google Sheets. 
3. Its built-in data analytics and custom reporting tools help analyze form submissions to identify trends and patterns.
4. It offers high data security with encryption, SSL, CAPTCHA, and password protection.

Pricing

The tool offers a free trial for its paid plans, and the pricing starts from $50 per month.

→ Here are some 15 Formstack alternatives you can choose from as your ideal CSAT survey tool.

10. Survicate

Survucate is a powerful survey tool that you can use to get valuable insights and improve your customer experience. This is another CSAT survey tool to measure the customers’ satisfaction level. The platform interface is user-friendly and allows you to create and manage surveys easily. 

Key Features

1. It allows you to tailor your surveys with advanced customization options. 
2. You can target a focused audience with Survicate depending on criteria like behavior, location, or demographics.
3. It also provides triggering options, enabling you to display surveys at specific moments. For instance, you can display a survey when a user intends to leave the web page or reach a specific page. 
4. The tool offers multiple feedback channels. This includes on-site surveys, email surveys, embedded surveys, and more.
5. It provides real-time analysis and reporting, giving you instant access to survey results and insights.

Pricing

The pricing starts at $119 per month.

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 the drag-and-drop options make it easier. It also provides a Slack integration, making it easier to communicate with the team. 

Key Features

1. It supports multi-channel survey distribution. The channels can be email, on-site, SMS, and more.
2. Its customization option allows you to tailor the surveys to align with brand identity and collect specific feedback.
3. It supports CSAT, CES, and NPS surveys and is also optimized for mobile devices.
4. The real-time feedback analysis feature allows you to monitor customer sentiment and trends.

Pricing

The pricing starts at $17 per month.

→ Suggested read: CSAT vs NPS vs CES: When to use which survey?

12. Google Forms

Google Forms is a free online survey tool to gauge customer satisfaction. With this tool, you can create surveys, quizzes, and questionnaires. The tool also allows you to access, create, and edit surveys through websites, mobiles, or tablets. 

Key Features

1. It provides easy drag-and-drop options, making it easier to create and run surveys.
2. It has a range of survey question types and customization options to personalize the surveys.
3. Multiple users can simultaneously work on the same form, making it very handy for team projects or group surveys. 
4. Responses are captured automatically and can be viewed in real-time, allowing for immediate analysis and tracking.
5. Google Forms provides advanced features for branching questions and conditional logic. Users can set rules based on responses to previous questions, enabling personalized and dynamic forms.

Pricing

The tool is completely free for personal use. For business purposes, the pricing is $6 per user per month.

→ Also, take a look at the various Google Form alternatives you can use for measuring customer satisfaction.

Identify key drivers and do a detailed CSAT analysis to prioritize your action and close the feedback loop effectively with SurveySensum.

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.

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

1. Its heatmap feature lets you know where your users interact most and least. This helps you identify the website elements that are attracting attention and those that are being ignored.
2. You can watch replays of user sessions to see how users navigate the website. Insights from these can be used to improve and enhance the website’s usability.
3. Its unified dashboard provides a summary of all crucial user behavior metrics. This includes click frequency, scroll depth, and navigation paths.

Pricing

The tool is completely free.

14. Hotjar – They Were Built For Website Analytics Primarily

Hotjar, like MS Clarity, is another non-survey tool you can use to understand the customer satisfaction level. 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

1. The heatmaps in Hotjar allow you to visualize all clicks, taps, and scrolls within your website. This will give you a better idea of what users want, care about, and interact with. 
2. The tool lets you identify at what step in the conversion funnel the users are dropping off. Thus it helps you understand which touchpoints are causing user frustration and need improvements. 
3. You can directly ask users for their feedback with non-intrusive polls. The surveys can be customized to get more detailed feedback.
4. You can also record user sessions in real-time and how users navigate through your site. The feature lets you know where your users are getting stuck and what they skip over.

Pricing

Hotjar offers a free version of the tool and free trials for its paid plans. The paid plan starts at $32 per month.

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

1. Its analytics feature can track the sentiment of your brand mentions across various social media platforms. This can give you an idea of how customers feel about your brand, product/services. 
2. It can also be used to monitor and respond to any brand mention. This way, you can ensure that any customer complaints or issues are addressed promptly, improving customer satisfaction.
3. It provides in-depth analytics and customizable reports to help you understand social media performance and audience engagement.

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.

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 unlimited users, surveys, and questions. Try the tool now!