Top 15 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 the CX metric – CSAT Score is the key to it. It not only gauges your customers’ satisfaction level, but it also 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, robust CSAT software 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.

What Are CSAT Tools?

CSAT tools are software solutions designed to track, measure, and eventually improve customer satisfaction by gathering and analyzing customer feedback on products and services. These tools enable businesses to capture customer sentiments and actionable insights through surveys and feedback forms. 

But, why does CSAT matter in the first place?

Why Does CSAT Matter? 

CSAT is a CX metric that is more than just tracking and measuring numbers – it’s about how well your brands meet customer expectations and keep them satisfied with their solutions. Here are a few reasons why you should start gauging customer satisfaction.

1. Boosts Revenue

Research by Bain & Company states that customers who have positive experiences with a brand spend 140% more than those who report negative experiences. This shows satisfied customers spend more, positively impacting revenue.

2. Improves Customer Experience

Measuring CSAT highlights areas of improvement, enabling businesses to address pain points effectively. Research suggests that businesses that improve customer experience witness a 1.9x higher average order value.

3. Enhances Customer Retention

Satisfied customers are always more likely to be loyal to your brand and increasing the retention rate by just 5% can boost profitability by 25% to 95%. 

4. Drives Positive Word-of-Mouth

Happy customers will willingly recommend your brand to others. In fact, according to Nielsen, 92% of customers trust recommendations from friends and family over all other forms of advertising. 

Now, the question arises, is it important to use a CSAT platform? Let’s find out.

Why is it Important to Use a CSAT Platform?

Using an efficient CSAT platform is a game-changer, especially for scaling businesses, and here’s why.

1. Automation

CSAT tools create efficient workflow through automation. It automates the process of creating surveys, survey distribution, and analyzing large volumes of unstructured data in minutes, ensuring real-time feedback management and reducing manual and repetitive tasks.

2. Integrations

CSAT tools enable seamless integration with your existing systems like CRM software, customer support software, or marketing tools. This boosts productivity as you don’t have to switch between tools while getting a unified view of your customer journey across multiple touch points.

3. Customization

CSAT tools with advanced customization options enable you to tailor surveys to reflect your brand’s tone, style, and specific objectives, ensuring that your survey campaigns align seamlessly with your customer experience strategy.

4. Close the Feedback Loop

When improving customer experience it is imperative to take action in real-time and this is where CSAT tools come in handy. If a customer leaves a negative review or score, an automated workflow seamlessly alerts the support team to follow up and resolve the issue promptly. 

5. Actionable Insights

CSAT tools transform unstructured feedback into meaningful and actionable insights, helping businesses identify trends, predict behaviors, and implement strategies to improve satisfaction and loyalty.

 6. CX consultation 

Many advanced CSAT platforms offer CX consultation, guiding businesses to optimize their customer experience strategies based on insights and industry best practices and helping transform your feedback into revenue.

Now, let’s discuss some key features to look for in CSAT tools.

Features to Look for in CSAT Tools

Choosing the right CSAT tool can either make or break your CX strategy, so here are a few key features you need to look for in CSAT tools.

1. Easy of Use

Look for CSAT tools with an intuitive user interface for you and your respondents. Look for a drag-and-drop feature, in-built templates with relevant questions and scales so you don’t have to start from scratch and clear navigation for both you and your respondents.

2. Real-time Feedback Management

Go for tools that support real-time feedback enabling you to act promptly. Consider features like live dashboards to visualize KPIs in real-time, advanced analytics like heatmaps, sentiment analysis, and demographic segmentation, and real-time alerts for low scores to address customer concerns instantly.

3. Multi-channel Survey Distribution

Go for a CSAT tool that enables you to distribute and gather feedback from multiple channels and also consolidates your data on a single platform.

4. Personalization

Personalization features improve response rates and provide more relevant insights. So, look for features like conditional logic for adapting questions based on previous answers, and dynamic content to customize questions based on customer data such as name or product usage and customer segmentation.

5. Cost Effectiveness

While evaluating tools, compare features with pricing. Ensure the tool fits your budget without compromising on essential functionalities.

Now, let’s explore the current trend of the top 15 CSAT tools.

Comparison Table of the Best CSAT Tools in 2025

Following is a quick overview of the pricing of each customer satisfaction score survey tool and the user rating we got from the G2 platform. 

Best CSAT Survey Tools in 2025

Here is a list of the top CSAT survey software of 2025.

1. SurveySensum

SurveySensum is an AI-enabled CSAT software that helps users improve customer satisfaction the right way. The tool goes beyond industries like B2B, SaaS, etc and helps every industry to design, launch, gather, and analyze CSAT surveys, ultimately enabling businesses to take data-driven decisions that transform feedback into revenue.

Unlike typical CSAT tools, SurveySensum offers free CX expert advice. These CX consultants help you with everything, from designing effective CSAT surveys to figuring out what the data means and how to use it to improve your business.  The experts also help you connect your actions to specific goals, so you know you’re on the right track.

While the tool offers the basic features you’d expect, like cross-tab analysis, analytical dashboard, WhatsApp surveys, and survey customization, it also offers advanced capabilities.  These include a real-time ticketing system, AI-powered text analysis, and improved data visualization tools.

Key Features:

• 2-hour SLA Support: The platform guarantees 2-hour SLA support to resolve your issues quickly and ensure seamless operations.
• AI-enabled Text Analytics Software: It helps you harness the power of AI and machine learning to analyze open-ended feedback, detect sentiments, identify trends, and uncover actionable insights effortlessly.
• Cost-effective: The tool offers affordable pricing with no hidden charges.
• Analytical Reporting Capabilities: With SurveySensum, you can access detailed reports with in-depth analytics to measure performance, identify gaps, and make data-driven decisions for continuous improvement.
• Integration: You also get website integrations along with data import.
• On-site support: You also get dedicated on-site support to guide your teams through onboarding, troubleshooting, or optimizing workflows as needed.
• Close the Feedback Loop: The tool enables a closed-loop mechanism with its real-time ticketing system that enables you to resolve issues proactively.
• Unlimited Surveys: You can send unlimited surveys and touchpoints with no extra costs.
• Ad-hoc Research: You can also launch ad hoc research like drop-off surveys and churn surveys in the same platform.
• CX Consultation: It also includes end-to-end CX consultation that gives you key actionable points from the feedback.
• Customization: You can customize the look and feel of your survey to reflect your brand’s tone and message with its DIY capabilities and advanced white-labeling features. 
• Role-based dashboard: Provide your teams with role-based dashboards that deliver relevant data and insights based on their specific roles and responsibilities.
• Generative AI: With GenAI, you can improve engagement, predict customer needs, and deliver innovative, personalized experiences at scale.

Pricing:

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

Automate feedback collection, analyze responses with AI-powered insights, and close the feedback loop in real-time, and transform the way you measure customer satisfaction with SurveySensum’s advanced CSAT Software!

2. Qualtrics

Qualtrics is a CX management platform that helps businesses run, analyze, and act on customer feedback. The tool specializes in customer experience, employee experience, brand experience, and product experience programs to help organizations enhance specific aspects of their operations. It comes with advanced features like predictive analytics, text and sentiment analysis, etc to help businesses understand and anticipate customer expectations.

Key Features

1. It offers a user-friendly interface with a wide range of survey 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.

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.

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. It is widely recognized for its ease of use, integration capabilities, and focus on delivering actionable insights.

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. InMoment’s XI Platform is designed to integrate feedback from multiple touchpoints, providing a unified view of customer, employee, and market insights.

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. It’s designed to simplify data collection, offering drag-and-drop functionality, robust integrations, and advanced customization options for forms. 

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.

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.

10. Survicate

Survicate 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.

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. It integrates seamlessly with other Google tools like Sheets, Drive, and Gmail.

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.

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

Other Top Non Survey CSAT Tools To Check Out

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 CSAT 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.

3 Key Benefits of Using CSAT Tools

Here are 3 important benefits of using CSAT tools that will streamline your feedback management process.

1. Real-Time Customer Feedback

One of the most important features of CSAT tools is its ability to track, measure, analyze, and respond to feedback in real time, allowing businesses to address customer concerns as they arise. This promptness improves responsiveness and demonstrates the company’s commitment to improving customer experience. 

If a customer leaves negative feedback, the tool should trigger an alert or notification, enabling teams to resolve issues before they escalate. Moreover, continuous monitoring of feedback trends helps businesses stay aligned with changing customer expectations.

2. Enhanced Customer Retention

Customer retention is a cornerstone of business success, and CSAT tools play a pivotal role in achieving it. According to Harvard Business Review, a 5% increase in customer retention can boost profits by 25-95%, underscoring the financial impact of loyalty nurtured through effective feedback management.

By tracking satisfaction levels, businesses can identify and engage with at-risk customers, preventing churn and fostering loyalty. When customers feel their feedback is valued and acted upon, they are far more likely to stay loyal to a brand.

3. Better Decision-Making

Advanced analytics, dashboards, and heatmaps enable businesses to pinpoint customer pain points, such as product flaws or service inefficiencies, and prioritize areas for improvement. Tracking customer satisfaction trends over time also allows companies to benchmark their performance against industry standards, ensuring they stay competitive. In fact, according to McKinsey businesses leveraging data-driven decision-making are 19 times more likely to achieve profitability. 

Choosing the Right CSAT Tool

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. So, here are a few key points to consider while choosing the right CSAT tool for your business.

1. Customization: A robust and intuitive CSAT tool has features like white-labeling, DIY capabilities, and flexibility to target specific customer segments that enable businesses to design surveys to match your brand’s identity, edit fields and filters for customized reports, etc.
2. Relevant Follow-up Questions: An intuitive CSAT tool allows you to dive deeper by asking relevant follow-up questions based on the respondent’s initial answers which provides context to the feedback and reveals actionable insights. 
3. Survey Logic and Branching: Advanced survey features like survey logic and branching capabilities allow you to present questions relevant to the respondent’s previous responses. This personalized approach improves the survey experience and increases response accuracy.
4. Automated Workflow: Choose a tool with automation features to streamline processes like survey distribution, reminders, and alerts. This not only saves time, but also ensures real-time feedback collection, and minimizes manual and repetitive tasks.
5. In-depth CSAT Reports: Go for CSAT tools that provide detailed and analytical reporting, including trends, patterns, and sentiment analysis. Detailed analytics help you understand customer satisfaction levels and prioritize areas for improvement.
6. Integrations: Ensure that the tool you choose integrates seamlessly with your existing systems like CRM, marketing tools, etc. This allows you to view data within the larger context of the customer journey.
7. Closed-loop Mechanism: A closed-loop feedback system enables your team to act promptly on survey responses. The tool should support real-time alerts and ticketing management to resolve issues promptly and close the feedback loop.

Conclusion

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!

Frequently Asked Questions on CSAT Tools

The primary purpose of CSAT tools is to track and measure customer satisfaction by collecting customer feedback to gain insights into customer pain points and expectations. The data collected helps identify areas for improvement, enabling organizations to enhance their products, services, and overall customer experience.

CSAT tools help improve customer satisfaction by offering actionable insights based on real-time feedback. They help businesses identify pain points and areas where customer experiences fall short, allowing for swift corrective actions. 

While CSAT tools are valuable they do have some limitations like focusing on immediate customer sentiment, which may not provide a comprehensive view of long-term loyalty or overall experience. Also, relying heavily on CSAT scores without addressing the root causes of dissatisfaction can lead to short-term fixes rather than sustainable improvements.

To choose the best CSAT tool for your business, consider your specific needs and priorities. Look for tools that are easy to use, offer robust customization options, and provide real-time analytics. Multi-channel survey distribution, integration capabilities with your existing tech stack, and compliance with data security regulations are crucial.