Quick Overview
- 1#1: Qualtrics - Qualtrics provides enterprise-grade experience management with advanced survey tools for measuring and acting on customer feedback.
- 2#2: Medallia - Medallia captures real-time customer feedback through surveys and AI-driven insights to optimize experiences across touchpoints.
- 3#3: InMoment - InMoment leverages AI-powered surveys and analytics to deliver actionable customer experience insights and improvements.
- 4#4: SurveyMonkey - SurveyMonkey enables quick creation and distribution of customizable surveys to gather and analyze customer experience data.
- 5#5: Typeform - Typeform crafts engaging, conversational surveys that increase response rates for superior customer feedback collection.
- 6#6: Delighted - Delighted specializes in simple NPS and CES surveys for real-time tracking of customer satisfaction and loyalty.
- 7#7: AskNicely - AskNicely automates NPS surveys with follow-up actions to boost customer retention and experience.
- 8#8: Alchemer - Alchemer offers robust survey platforms with advanced logic and reporting for in-depth customer experience research.
- 9#9: Hotjar - Hotjar deploys on-site surveys and feedback polls to capture user behavior and improve digital customer experiences.
- 10#10: Retently - Retently provides automated NPS survey tools with dashboards for monitoring and enhancing customer loyalty.
We curated this list by evaluating tools on features (including automation, real-time insights, and AI capabilities), usability (customization and onboarding ease), and value (return on investment and scalability) to ensure they deliver robust, practical support for customer experience management.
Comparison Table
This comparison table examines leading Customer Experience Survey Software tools, including Qualtrics, Medallia, InMoment, SurveyMonkey, Typeform, and more, to help readers navigate options effectively. It breaks down key features, usability, and strengths, enabling informed decisions about which tool aligns with their specific needs for measuring and enhancing customer experiences.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Qualtrics Qualtrics provides enterprise-grade experience management with advanced survey tools for measuring and acting on customer feedback. | enterprise | 9.4/10 | 9.8/10 | 7.6/10 | 8.7/10 |
| 2 | Medallia Medallia captures real-time customer feedback through surveys and AI-driven insights to optimize experiences across touchpoints. | enterprise | 9.2/10 | 9.6/10 | 8.1/10 | 8.4/10 |
| 3 | InMoment InMoment leverages AI-powered surveys and analytics to deliver actionable customer experience insights and improvements. | enterprise | 8.8/10 | 9.4/10 | 8.0/10 | 8.2/10 |
| 4 | SurveyMonkey SurveyMonkey enables quick creation and distribution of customizable surveys to gather and analyze customer experience data. | other | 8.7/10 | 8.5/10 | 9.4/10 | 8.2/10 |
| 5 | Typeform Typeform crafts engaging, conversational surveys that increase response rates for superior customer feedback collection. | specialized | 8.7/10 | 8.2/10 | 9.6/10 | 8.0/10 |
| 6 | Delighted Delighted specializes in simple NPS and CES surveys for real-time tracking of customer satisfaction and loyalty. | specialized | 8.7/10 | 8.2/10 | 9.5/10 | 8.4/10 |
| 7 | AskNicely AskNicely automates NPS surveys with follow-up actions to boost customer retention and experience. | specialized | 8.2/10 | 8.5/10 | 9.0/10 | 7.8/10 |
| 8 | Alchemer Alchemer offers robust survey platforms with advanced logic and reporting for in-depth customer experience research. | specialized | 8.7/10 | 9.2/10 | 8.1/10 | 8.4/10 |
| 9 | Hotjar Hotjar deploys on-site surveys and feedback polls to capture user behavior and improve digital customer experiences. | other | 8.3/10 | 8.1/10 | 9.4/10 | 7.9/10 |
| 10 | Retently Retently provides automated NPS survey tools with dashboards for monitoring and enhancing customer loyalty. | specialized | 8.0/10 | 7.8/10 | 8.5/10 | 8.2/10 |
Qualtrics provides enterprise-grade experience management with advanced survey tools for measuring and acting on customer feedback.
Medallia captures real-time customer feedback through surveys and AI-driven insights to optimize experiences across touchpoints.
InMoment leverages AI-powered surveys and analytics to deliver actionable customer experience insights and improvements.
SurveyMonkey enables quick creation and distribution of customizable surveys to gather and analyze customer experience data.
Typeform crafts engaging, conversational surveys that increase response rates for superior customer feedback collection.
Delighted specializes in simple NPS and CES surveys for real-time tracking of customer satisfaction and loyalty.
AskNicely automates NPS surveys with follow-up actions to boost customer retention and experience.
Alchemer offers robust survey platforms with advanced logic and reporting for in-depth customer experience research.
Hotjar deploys on-site surveys and feedback polls to capture user behavior and improve digital customer experiences.
Retently provides automated NPS survey tools with dashboards for monitoring and enhancing customer loyalty.
Qualtrics
enterpriseQualtrics provides enterprise-grade experience management with advanced survey tools for measuring and acting on customer feedback.
Qualtrics iQ suite for AI-powered automated insights, statistical analysis, and predictive XM recommendations
Qualtrics is a leading enterprise-grade experience management (XM) platform specializing in customer experience (CX) surveys, enabling businesses to design complex surveys, collect feedback across multiple touchpoints, and derive actionable insights. It leverages advanced AI tools like Stats iQ and Text iQ for automated analysis, predictive intelligence, and real-time dashboards. The platform integrates seamlessly with CRM systems, support tools, and other enterprise software to close the loop on customer feedback.
Pros
- Unmatched AI-driven analytics and predictive insights
- Highly customizable survey logic, question types, and multichannel distribution
- Robust integrations with Salesforce, Zendesk, and other enterprise tools
Cons
- Steep learning curve for non-experts
- Premium pricing inaccessible for small businesses
- Overly complex for simple survey needs
Best For
Enterprise organizations seeking sophisticated CX orchestration with deep analytics and cross-functional integrations.
Pricing
Custom quote-based pricing; starts at around $15,000/year for basic plans, scaling to six figures for full XM suites based on users, responses, and features.
Medallia
enterpriseMedallia captures real-time customer feedback through surveys and AI-driven insights to optimize experiences across touchpoints.
AI-powered Text Analytics that automatically categorizes and prioritizes feedback from open-ended responses across all channels
Medallia is an enterprise-grade customer experience (CX) management platform that specializes in capturing feedback through customizable surveys across multiple channels like web, mobile, email, and in-app. It leverages AI and machine learning for real-time text analytics, sentiment analysis, and predictive insights to identify trends and drivers of customer satisfaction. The platform enables organizations to close the feedback loop by orchestrating personalized actions and integrating with CRM systems for a holistic CX strategy.
Pros
- Advanced AI-driven analytics and text mining for unstructured data
- Omnichannel feedback collection with real-time dashboards
- Robust integration capabilities with enterprise tools like Salesforce and ServiceNow
Cons
- High cost suitable only for large enterprises
- Steep learning curve and complex initial setup
- Customization requires professional services
Best For
Large enterprises and Fortune 500 companies needing scalable, end-to-end CX management with deep analytics.
Pricing
Custom enterprise pricing; typically starts at $50,000+ per year, based on users, feedback volume, and features.
InMoment
enterpriseInMoment leverages AI-powered surveys and analytics to deliver actionable customer experience insights and improvements.
Xi Intelligence: AI platform that automatically prioritizes feedback insights into actionable improvement plans
InMoment is a comprehensive customer experience (CX) management platform that enables businesses to collect feedback through surveys, reviews, and social channels across multiple touchpoints. It leverages AI-powered analytics to uncover insights from unstructured data, providing actionable recommendations and closed-loop resolution workflows. Designed for enterprise-scale deployments, it integrates employee experience management to align customer and frontline feedback for holistic improvements.
Pros
- Advanced AI-driven text analytics for deep insights from open-ended feedback
- Omnichannel collection including surveys, NPS, and social listening
- Closed-loop action management with integrations to CRM and workforce tools
Cons
- High cost suitable mainly for enterprises
- Steep learning curve for setup and advanced customization
- Overly complex for small teams without dedicated CX staff
Best For
Large enterprises needing scalable, analytics-heavy CX survey and management solutions.
Pricing
Custom quote-based pricing, typically starting at $25,000+ annually for enterprise plans.
SurveyMonkey
otherSurveyMonkey enables quick creation and distribution of customizable surveys to gather and analyze customer experience data.
SurveyMonkey Genius AI for automated survey generation, optimization, and insightful response analysis
SurveyMonkey is a widely-used online survey platform that allows businesses to design, distribute, and analyze customer experience surveys, including NPS, CSAT, and feedback forms. It features a drag-and-drop builder, extensive question libraries, branching logic, and customizable themes for professional-looking surveys. The tool excels in real-time reporting with dashboards, benchmarks, and integrations to CRM systems like Salesforce for actionable CX insights.
Pros
- Intuitive drag-and-drop interface for quick survey creation
- Vast library of CX-specific templates and question types
- Robust integrations and real-time analytics dashboards
Cons
- Advanced features and unlimited responses locked behind premium plans
- Pricing scales quickly for high-volume or enterprise use
- Limited customization in free and basic tiers
Best For
Small to mid-sized businesses seeking an accessible, template-driven tool for regular customer feedback surveys without needing deep expertise.
Pricing
Free Basic plan; Standard at $25/user/month, Advantage at $32/user/month, Premier at $99/user/month (billed annually); Enterprise custom.
Typeform
specializedTypeform crafts engaging, conversational surveys that increase response rates for superior customer feedback collection.
Conversational one-question-at-a-time format that dramatically boosts user engagement and survey completion rates
Typeform is a versatile online form and survey builder that specializes in creating conversational, interactive experiences for collecting customer feedback. It transforms traditional surveys into engaging, mobile-first conversations, ideal for NPS, CSAT, and customer experience assessments. With features like conditional logic, custom branding, and seamless integrations, it helps businesses boost response rates and gather nuanced insights.
Pros
- Exceptionally engaging conversational interface that increases completion rates
- Intuitive drag-and-drop builder with strong mobile optimization
- Extensive integrations with tools like Google Analytics, HubSpot, and Slack
Cons
- Limited built-in advanced analytics and reporting compared to enterprise tools
- Pricing escalates quickly for high-volume or advanced features
- Fewer question types and customization depth than dedicated survey platforms
Best For
Small to mid-sized businesses and marketing teams looking for visually appealing, high-engagement surveys to improve customer feedback collection.
Pricing
Free plan with basic features; paid plans start at $25/month (Basic), $50/month (Plus), $83/month (Business), billed annually.
Delighted
specializedDelighted specializes in simple NPS and CES surveys for real-time tracking of customer satisfaction and loyalty.
One-click NPS surveys that launch in seconds with beautiful, thematic designs optimized for maximum response rates
Delighted is a streamlined customer experience survey platform focused on NPS, CSAT, and CES metrics, enabling businesses to gather real-time feedback via email, SMS, web links, and kiosks. It offers intuitive dashboards for visualizing scores and trends, with seamless integrations into tools like Slack, Zendesk, and HubSpot. The software emphasizes simplicity and high response rates through mobile-optimized, one-question surveys.
Pros
- Exceptionally simple setup with one-click survey deployment
- High response rates due to short, mobile-friendly surveys
- Strong integrations with popular CRM and communication tools
Cons
- Limited advanced customization and logic branching
- Pricing scales quickly with response volume
- Basic analytics compared to enterprise-grade competitors
Best For
Small to mid-sized teams seeking quick, hassle-free NPS and feedback collection without complex setup.
Pricing
Free plan up to 250 responses/month; paid plans start at $224/month for 750 responses, billed annually and scaling by volume.
AskNicely
specializedAskNicely automates NPS surveys with follow-up actions to boost customer retention and experience.
Automated playbooks that trigger tasks and alerts directly from low-score feedback to close the loop instantly
AskNicely is a customer experience platform focused on Net Promoter Score (NPS) surveys, enabling businesses to collect real-time feedback from customers across email, SMS, and web. It provides actionable insights through dashboards, alerts, and integrations with CRMs like Salesforce and HubSpot, helping teams prioritize and resolve issues to boost retention and revenue. The tool emphasizes closing the feedback loop with automated playbooks and team collaboration features.
Pros
- Seamless NPS and CSAT survey deployment with multi-channel support
- Strong CRM integrations and real-time alerts for quick action
- Intuitive interface with pre-built playbooks for feedback resolution
Cons
- Pricing can be steep for small businesses or low-volume users
- Limited advanced survey customization compared to enterprise tools
- Reporting lacks deep analytics for non-NPS metrics
Best For
Mid-sized B2B companies focused on customer retention and revenue growth through NPS-driven insights.
Pricing
Custom quote-based pricing, typically starting at $300-$500/month based on contacts and features.
Alchemer
specializedAlchemer offers robust survey platforms with advanced logic and reporting for in-depth customer experience research.
Closed-loop workflow automation that triggers actions directly from survey responses
Alchemer is a robust survey platform that enables businesses to design, distribute, and analyze customer experience surveys with advanced customization options like conditional logic, piping, and multimedia embedding. It excels in turning raw feedback into actionable insights through real-time reporting, AI-driven text analytics, and workflow automation for closing the feedback loop. Ideal for CX teams, it supports NPS, CSAT, and custom surveys across multiple channels including web, email, and SMS.
Pros
- Highly customizable surveys with advanced logic and branching
- Powerful analytics including AI text and sentiment analysis
- Extensive integrations with CRM, helpdesk, and automation tools
Cons
- Steeper learning curve for complex features
- Interface can feel cluttered for simple use cases
- Higher costs for multi-user enterprise setups
Best For
Mid-to-large businesses seeking enterprise-grade survey tools to operationalize customer feedback into automated workflows.
Pricing
Starts at $49/user/month (Professional), $65/user/month (Team & Enterprise), with custom enterprise pricing.
Hotjar
otherHotjar deploys on-site surveys and feedback polls to capture user behavior and improve digital customer experiences.
Behaviorally triggered surveys that combine with heatmaps and session replays for actionable UX insights
Hotjar is a comprehensive user experience analytics platform that includes robust survey tools for gathering on-site customer feedback through polls, NPS surveys, and customizable feedback widgets. It enables targeted surveys triggered by user behavior, complemented by heatmaps and session recordings for deeper context into visitor interactions. This makes it particularly effective for identifying pain points and improving website customer experience in real-time.
Pros
- Seamless on-site survey deployment with behavioral triggers
- Integration of surveys with heatmaps and recordings for contextual insights
- Generous free plan with unlimited surveys and basic feedback tools
Cons
- Limited advanced survey logic and customization compared to dedicated tools
- Pricing tiers escalate quickly for high-traffic sites or advanced features
- Reporting and data export options are basic in lower plans
Best For
Website owners and UX teams seeking quick, contextual customer feedback integrated with behavior analytics.
Pricing
Free plan available; Plus starts at $39/month (annual billing), Business at $99/month, Scale is custom.
Retently
specializedRetently provides automated NPS survey tools with dashboards for monitoring and enhancing customer loyalty.
Event-triggered automation for timely surveys based on customer milestones like onboarding or support tickets
Retently is a customer feedback platform designed for collecting NPS, CSAT, and CES surveys via email, website embeds, Slack, and SMS to measure customer satisfaction and loyalty. It automates survey distribution based on customer events, provides real-time dashboards for trend analysis, and integrates with tools like HubSpot, Intercom, and Zendesk. The software helps businesses segment respondents, track retention metrics, and act on feedback to improve customer experience.
Pros
- Simple setup with pre-built survey templates
- Automated scheduling and multi-channel delivery
- Real-time dashboards and basic analytics
Cons
- Limited advanced customization options
- Reporting lacks depth compared to enterprise tools
- Fewer integrations than top competitors
Best For
Small to mid-sized SaaS and service businesses seeking an affordable, straightforward tool for ongoing customer feedback collection.
Pricing
Starter plan at $29/month (500 contacts), Pro at $89/month (5,000 contacts), Enterprise custom pricing.
Conclusion
The top 10 tools offer varied strengths, from enterprise-grade analytics to simple NPS tracking, with Qualtrics leading as the most comprehensive choice for holistic experience management. While Medallia excels in real-time cross-touchpoint insights and InMoment shines with AI-driven actionable data, Qualtrics stands out for its versatile, end-to-end platform. Any selection would depend on specific needs, but Qualtrics proves the top pick for many.
Take the first step toward transforming feedback into results—try Qualtrics to unlock actionable insights and elevate your customer experiences today.
Tools Reviewed
All tools were independently evaluated for this comparison