A good feedback management software should 10x the results you could get with traditional methods using pen & paper.
You should be able to find THE perfect, top-notch customer feedback app that will help delight your customers with a survey experience like never before, while also help gain as many insights as possible.
Knowing the preferences of participants and coming up with a solution should not take long.
The Must-Haves Feedback Features For a Customer Feedback App
Let’s define a few of the things to look for before committing to anything else.
Ease of Use
This is probably a no-brainer. One of the main reasons technology and software exist in the first place is to make your life easier.
So, before making the jump and actually using a product: make sure it’s easy to use, easy to understand, and also easy to work with as a team.
You will likely not be the only person working on the feedback surveys, so you want your teammates to easily get started as well.
You are looking here for a few different things:
Are there any reviews from users mentioning the ease-of-use?
Does the software offer any kind of training videos?
Is there any recurring webinars hosted?
Is the support team responsive and helpful?
Does the feedback app come with online support?
That’s being said, you’re only halfway through the checking process.
You’re also looking for the attractiveness, good-looking UI, responsiveness and ease-of-use of the feedback side.
Feedback Tool Features
You’re not just searching for a good-looking feedback tool.
It’s imperative to list out the features you require beforehand to improve your search and meet your expectations.
A few common features that you will likely want are:
Automation, API and connection with existing tools (example: email software)
You want your feedback tool to provide you with an amazing automated analysis at scale.
Analyzing the results of your campaign must be a no-brainer. In 2-clicks, any users with access to your dashboard should be able to get a good handle on what is going on and understand the feedback.
Your platform must be accessible at every level in your organization and should offer each type of user an interface that is tailored to suit the role.
For example, a store manager should be able to log in and see how many customer feedback has arrived and how many require immediate action because the customer has reported a specific problem or submitted negative feedback.
But also the most important keywords and sentences, what are your customers saying from you in this survey.
As far as Feedier is concerned, we have two focus: satisfaction and detailed analytics. The product feedback tool lets you categorize respondents by satisfaction, group them, export them and contact them through handy lists.
It also provides a complete analytic for every response (feedback). Time spent, country, the device used, browser, IP address, responses, satisfaction, reward redeemed, keyword analysis.
Simple and Effective Tool To Keep the Momentum up
A customer feedback strategy is only useful if it’s implemented over the long term.
Your customer feedback management platform must reflect your Key Performances Indicators – aka. KPIs. You must be able to easily track them and correlate customer satisfaction with the evolution of your revenues and other areas of focus.
Every employee should be able to analyze, export and share the reports.
For example, at Feedier, we not only provide you with a reporting dashboard but also with exportable Excel file and PDF reports. Easy to use, they are meant at giving you the data you need, in real-time, when you need it.
Feedback Channels: The Tool Must be Flexible
Your customers are not all on the same channel. You don’t have the same requirements as your counterpart.
This is why it is very important to pick a flexible tool that provides you with all the touch-points you need in order to reach the customer.
For the feedback campaigns to be effective and meaningful, it has to be able to pull content from email, text messages, other platforms, your website, and much more.
Are you planning on collecting feedback during events? Make sure the feedback tool is supporting offline mode.
Some ideas could be to create filters that match specific criteria — for example only the most satisfied customers, based on their answers.
Then, you can subscribe to this filter and get notified whenever there is a new entry. Or else, get a weekly report.
You could also create filters based on the content of the feedback, the time of the answer, or even the reward which was given to the respondent.
20 Examples of Customer Feedback Tool
We have now covered the must-haves of our ideal feedback software, let’s give a few examples of serious solutions on the market.
Whether you want to create a customer satisfaction survey, simple customer feedback survey, guest feedback survey, or collect any other type of feedback, we got you covered.
All-in-one Feedback Tools
Feedier: Feedier allows you to listen to all your customers through different channels and unify all your feedback from any source, in one place. This allows you to perform intuitive and comprehensive analysis with measurement tools such as NPS, CSAT, CES, Machine Learning based text analytics etc. Then, you have all the keys in hand to take action with qualitative insights and a feedback aggregation module.
Wootric: In-App Web & Mobile, Email, SMS Net Promoter Score, CSAT, CES Survey Software, Text & Sentiment Analytics
Online Survey Tools
Informizely: Quickly gather customer insights with in-site surveys and polls
Usabilitytools: User Session Replay & Visual In-page Web Analytics
NomNom: Get all your customer feedback and research data in one place (for product teams)
Free Feedback Tool
Some of the feedback survey softwares mentioned above are freemium, meaning you can start using them for free, and upgrade once you love them. But there are also softwares that are free across the board.