Quick Overview
- 1#1: Qualtrics - Qualtrics delivers comprehensive experience management software for measuring and acting on customer satisfaction via advanced surveys, NPS, and analytics.
- 2#2: Medallia - Medallia captures real-time customer feedback across channels to drive satisfaction improvements and loyalty.
- 3#3: Zendesk - Zendesk provides customer service software with integrated CSAT surveys, ticketing, and analytics to enhance support satisfaction.
- 4#4: Gainsight - Gainsight is a customer success platform that monitors health scores, feedback, and satisfaction to reduce churn.
- 5#5: Delighted - Delighted offers simple, mobile-friendly NPS, CSAT, and CES surveys for quick customer satisfaction insights.
- 6#6: Intercom - Intercom enables targeted customer messaging, support automation, and satisfaction tracking within product experiences.
- 7#7: HubSpot Service Hub - HubSpot Service Hub manages customer feedback, tickets, and knowledge bases to improve satisfaction and retention.
- 8#8: AskNicely - AskNicely automates NPS surveys and turns feedback into actionable insights for better customer satisfaction.
- 9#9: Totango - Totango provides customer success tools with engagement tracking and satisfaction metrics to drive growth.
- 10#10: Promoter.io - Promoter.io focuses on effortless NPS collection and analysis to boost customer satisfaction and referrals.
Tools were ranked by evaluating feature depth, user-friendliness, and overall value, ensuring a mix of robust functionality, intuitive design, and practical benefits to meet diverse organizational needs.
Comparison Table
This comparison table explores key customer satisfaction software tools, including Qualtrics, Medallia, Zendesk, Gainsight, Delighted, and more—outlining their unique features, primary use cases, and standout capabilities. Readers will find clear, actionable insights to identify the best fit for their needs, whether prioritizing survey design, customer success, or support integration.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Qualtrics Qualtrics delivers comprehensive experience management software for measuring and acting on customer satisfaction via advanced surveys, NPS, and analytics. | enterprise | 9.4/10 | 9.7/10 | 8.2/10 | 8.6/10 |
| 2 | Medallia Medallia captures real-time customer feedback across channels to drive satisfaction improvements and loyalty. | enterprise | 9.2/10 | 9.7/10 | 8.3/10 | 8.5/10 |
| 3 | Zendesk Zendesk provides customer service software with integrated CSAT surveys, ticketing, and analytics to enhance support satisfaction. | enterprise | 8.7/10 | 9.2/10 | 8.1/10 | 7.9/10 |
| 4 | Gainsight Gainsight is a customer success platform that monitors health scores, feedback, and satisfaction to reduce churn. | enterprise | 8.7/10 | 9.2/10 | 7.6/10 | 8.1/10 |
| 5 | Delighted Delighted offers simple, mobile-friendly NPS, CSAT, and CES surveys for quick customer satisfaction insights. | specialized | 8.6/10 | 8.2/10 | 9.5/10 | 8.0/10 |
| 6 | Intercom Intercom enables targeted customer messaging, support automation, and satisfaction tracking within product experiences. | enterprise | 8.7/10 | 9.2/10 | 8.1/10 | 7.9/10 |
| 7 | HubSpot Service Hub HubSpot Service Hub manages customer feedback, tickets, and knowledge bases to improve satisfaction and retention. | enterprise | 8.4/10 | 9.2/10 | 8.0/10 | 7.5/10 |
| 8 | AskNicely AskNicely automates NPS surveys and turns feedback into actionable insights for better customer satisfaction. | specialized | 8.4/10 | 8.7/10 | 9.1/10 | 7.9/10 |
| 9 | Totango Totango provides customer success tools with engagement tracking and satisfaction metrics to drive growth. | enterprise | 8.5/10 | 9.2/10 | 7.8/10 | 8.0/10 |
| 10 | Promoter.io Promoter.io focuses on effortless NPS collection and analysis to boost customer satisfaction and referrals. | specialized | 8.1/10 | 7.9/10 | 9.2/10 | 8.0/10 |
Qualtrics delivers comprehensive experience management software for measuring and acting on customer satisfaction via advanced surveys, NPS, and analytics.
Medallia captures real-time customer feedback across channels to drive satisfaction improvements and loyalty.
Zendesk provides customer service software with integrated CSAT surveys, ticketing, and analytics to enhance support satisfaction.
Gainsight is a customer success platform that monitors health scores, feedback, and satisfaction to reduce churn.
Delighted offers simple, mobile-friendly NPS, CSAT, and CES surveys for quick customer satisfaction insights.
Intercom enables targeted customer messaging, support automation, and satisfaction tracking within product experiences.
HubSpot Service Hub manages customer feedback, tickets, and knowledge bases to improve satisfaction and retention.
AskNicely automates NPS surveys and turns feedback into actionable insights for better customer satisfaction.
Totango provides customer success tools with engagement tracking and satisfaction metrics to drive growth.
Promoter.io focuses on effortless NPS collection and analysis to boost customer satisfaction and referrals.
Qualtrics
enterpriseQualtrics delivers comprehensive experience management software for measuring and acting on customer satisfaction via advanced surveys, NPS, and analytics.
Experience iD: AI platform that unifies customer interaction data across channels for real-time, actionable insights and personalization.
Qualtrics is a premier experience management platform specializing in customer satisfaction through advanced survey tools, feedback collection, and analytics. It enables businesses to measure CSAT, NPS, CES, and more, while providing AI-powered insights to identify trends and drive improvements. With seamless integrations and scalable deployment, it's designed for enterprise-level customer experience optimization.
Pros
- Extensive survey logic, multimedia support, and templated question libraries
- AI-driven analytics like Experience iD for predictive insights and text analysis
- Deep integrations with CRM, helpdesk, and 100+ tools for closed-loop feedback
Cons
- Steep learning curve for advanced features
- High enterprise pricing not ideal for SMBs
- Customization and setup can be time-intensive
Best For
Large enterprises and mid-market companies needing scalable, analytics-heavy customer satisfaction and experience management.
Pricing
Custom enterprise pricing; basic plans start around $1,500/user/year, with advanced XM suites quoted based on volume, features, and support.
Medallia
enterpriseMedallia captures real-time customer feedback across channels to drive satisfaction improvements and loyalty.
AI-powered Text Analytics that automatically detects sentiment, themes, and drivers from open-ended feedback
Medallia is a comprehensive experience management platform designed to capture, analyze, and act on customer feedback across multiple channels like surveys, social media, reviews, and support interactions. It leverages AI-powered text analytics and sentiment analysis to uncover actionable insights from unstructured data, helping businesses improve customer satisfaction scores such as NPS and CSAT. The platform enables closed-loop feedback processes with real-time alerts, personalized follow-ups, and performance dashboards for teams to drive continuous improvement.
Pros
- Advanced AI and text analytics for deep insights from unstructured data
- Omnichannel feedback collection with real-time alerting
- Robust action management and closed-loop resolution tools
Cons
- High enterprise-level pricing inaccessible to SMBs
- Steep learning curve and complex initial setup
- Requires significant resources for customization and integration
Best For
Large enterprises and mid-market companies needing enterprise-grade customer experience management at scale.
Pricing
Custom enterprise pricing, typically starting at $50,000+ annually based on users, feedback volume, and features.
Zendesk
enterpriseZendesk provides customer service software with integrated CSAT surveys, ticketing, and analytics to enhance support satisfaction.
AI-powered Zendesk Answer Bot for instant self-service resolutions tied to real-time CSAT feedback
Zendesk is a robust customer service platform designed to manage support tickets, live chat, email, and social media interactions in one place, directly impacting customer satisfaction through efficient resolution. It includes built-in tools for CSAT surveys, NPS feedback, and analytics to measure and improve satisfaction scores. The platform leverages AI for automation, bots, and predictive insights, helping teams proactively address customer needs.
Pros
- Omnichannel support across email, chat, phone, and social media
- Powerful AI-driven automation and analytics for CSAT insights
- Extensive app marketplace with 1,000+ integrations
Cons
- Pricing can be expensive for small teams or startups
- Advanced features require time to configure and learn
- Custom reporting may need additional Explore add-on
Best For
Growing mid-market and enterprise businesses seeking scalable support tools to track and boost customer satisfaction metrics.
Pricing
Starts at $55/agent/month (Suite Team, billed annually); scales to $89 (Growth), $115 (Professional), and $169 (Enterprise) with add-ons.
Gainsight
enterpriseGainsight is a customer success platform that monitors health scores, feedback, and satisfaction to reduce churn.
AI-driven Customer Health Scoring that aggregates data into actionable risk and opportunity predictions
Gainsight is a comprehensive customer success platform designed to help SaaS and subscription-based businesses monitor customer health, predict churn, and drive renewals and expansions. It provides tools like customer health scores, success playbooks, NPS/CSAT surveys, and AI-driven insights to enable proactive engagement. The platform integrates deeply with CRMs like Salesforce for a unified customer view, making it ideal for scaling customer satisfaction efforts.
Pros
- Robust AI-powered analytics for churn prediction and health scoring
- Extensive integrations with Salesforce and other CRMs
- Customizable success playbooks for proactive customer engagement
Cons
- Steep learning curve for new users
- High cost suitable mainly for enterprises
- Can feel overwhelming for smaller teams
Best For
Enterprise SaaS companies with mature customer success teams needing advanced analytics and automation.
Pricing
Custom enterprise pricing, typically starting at $50,000+ annually based on seats, usage, and company size.
Delighted
specializedDelighted offers simple, mobile-friendly NPS, CSAT, and CES surveys for quick customer satisfaction insights.
Emoji-powered microsurveys delivered via SMS for exceptionally high open and response rates
Delighted is a customer feedback platform focused on collecting NPS, CSAT, and CES scores through simple, visually appealing surveys sent via email, SMS, web links, Slack, and kiosks. It emphasizes high response rates with microsurveys featuring emoji-based responses and real-time dashboards for actionable insights. The tool integrates with CRMs like Salesforce and HubSpot, enabling teams to track customer sentiment and follow up promptly.
Pros
- Extremely user-friendly setup with drag-and-drop survey builder
- High engagement through beautiful, mobile-optimized microsurveys
- Strong integrations with Slack, Salesforce, and other key tools
Cons
- Pricing scales quickly with response volume
- Limited advanced analytics and reporting customization
- Fewer survey types compared to more comprehensive platforms
Best For
Small to mid-sized teams wanting quick, hassle-free NPS and satisfaction surveys with high response rates.
Pricing
Starts at $224/month (Growth plan, up to 2,500 responses), $449/month (Plus, 5,000 responses), $849/month (Pro, 10,000 responses); enterprise custom; 14-day free trial.
Intercom
enterpriseIntercom enables targeted customer messaging, support automation, and satisfaction tracking within product experiences.
Fin AI Copilot, which automates support resolutions and provides real-time customer insights across channels
Intercom is a versatile customer messaging platform designed to enhance customer satisfaction through real-time chat, automated bots, and personalized outreach. It provides tools for support ticketing, CSAT/NPS surveys, feedback collection, and analytics to track engagement and resolution times. Businesses use it to deliver proactive support, segment users, and drive product adoption via in-app tours and emails.
Pros
- Powerful AI-driven chatbots and automation for efficient support
- Comprehensive analytics for CSAT, NPS, and customer health metrics
- Seamless integrations with CRMs and product tools
Cons
- Pricing escalates quickly for advanced features and scale
- Steep learning curve for complex workflows and segmentation
- Some customization limited in entry-level plans
Best For
Mid-sized SaaS and e-commerce companies seeking scalable, proactive customer engagement and support automation.
Pricing
Starts at $74/month (Essential, annual billing) for basic messaging; Advanced at $139/month; Expert plans are custom-priced for enterprises.
HubSpot Service Hub
enterpriseHubSpot Service Hub manages customer feedback, tickets, and knowledge bases to improve satisfaction and retention.
360-degree customer timeline integrating service data with sales and marketing for holistic satisfaction insights
HubSpot Service Hub is a comprehensive customer service platform within the HubSpot CRM ecosystem, designed to streamline support tickets, feedback collection, and customer interactions. It excels in customer satisfaction tools like NPS and CSAT surveys, Voice of Customer (VoC) analysis, self-service knowledge bases, and shared inboxes. Businesses can track satisfaction metrics, automate responses, and gain insights to improve service quality and retention.
Pros
- Seamless integration with HubSpot CRM for 360-degree customer views
- Robust feedback tools including NPS, CSAT surveys, and VoC analytics
- Scalable with free starter tools and automation capabilities
Cons
- Higher pricing tiers can be expensive for small teams
- Steep learning curve for advanced features and customization
- Limited standalone use without broader HubSpot ecosystem
Best For
Growing mid-sized businesses already using HubSpot CRM that need integrated customer service and satisfaction tracking.
Pricing
Free tools available; Starter $20/month (2 users); Professional $90/month (5 seats); Enterprise $1,500+/month (custom).
AskNicely
specializedAskNicely automates NPS surveys and turns feedback into actionable insights for better customer satisfaction.
Instant detractor alerts that route feedback to specific team members for immediate engagement.
AskNicely is a customer feedback platform centered on Net Promoter Score (NPS) surveys to gauge customer loyalty and satisfaction. It automates feedback collection through email, SMS, web links, and in-app prompts, delivering real-time dashboards and alerts for promoters, passives, and detractors. The tool emphasizes closing the feedback loop with CRM integrations and team notifications to drive retention and growth.
Pros
- Intuitive setup for quick NPS survey deployment
- Seamless integrations with Salesforce, HubSpot, and Zendesk
- Real-time alerts and automated follow-ups for actionable insights
Cons
- Limited customization beyond NPS-focused surveys
- Pricing scales quickly with response volume
- Analytics lack depth compared to enterprise competitors
Best For
SMBs seeking simple, automated NPS tracking and team alerts without complex survey needs.
Pricing
Starts at $299/month for Growth plan (up to 500 responses); custom Business and Enterprise tiers based on volume and features.
Totango
enterpriseTotango provides customer success tools with engagement tracking and satisfaction metrics to drive growth.
AI-powered Customer Health Scores that combine usage, engagement, and sentiment data for predictive insights
Totango is a robust customer success platform that helps SaaS companies monitor customer health, predict churn, and drive engagement to enhance satisfaction and retention. It provides real-time insights through customizable health scores, sentiment analysis, and usage tracking, enabling teams to identify at-risk customers early. The platform supports automated workflows, success plans, and journey orchestration to deliver personalized experiences that boost CSAT and NPS scores.
Pros
- Advanced AI-driven health scoring and churn prediction
- Extensive integrations with CRMs, analytics tools, and data warehouses
- Powerful journey orchestration for personalized customer plays
Cons
- Steep learning curve for setup and advanced features
- Enterprise-level pricing may not suit small teams
- Reporting customization can be limited without developer help
Best For
Mid-to-large SaaS companies with customer success teams aiming to scale proactive satisfaction management.
Pricing
Custom quote-based pricing for enterprises, typically starting at $25,000-$50,000 annually based on customer volume and features.
Promoter.io
specializedPromoter.io focuses on effortless NPS collection and analysis to boost customer satisfaction and referrals.
Automated promoter workflows that turn positive feedback into testimonials and referrals effortlessly
Promoter.io is a streamlined customer feedback platform centered on Net Promoter Score (NPS) surveys, enabling businesses to collect real-time customer satisfaction data via email, SMS, or web. It automates follow-ups with promoters to generate referrals and assists in resolving issues with detractors through integrated workflows. The tool emphasizes simplicity and action-oriented insights, integrating seamlessly with CRMs like HubSpot and Salesforce.
Pros
- Intuitive setup with quick survey deployment
- Robust automation for promoter engagement and detractor resolution
- Solid integrations with popular CRMs and Slack
Cons
- Limited advanced analytics and reporting depth
- Primarily NPS-focused, lacking diverse survey types like CSAT or CES
- Pricing scales quickly for high-volume users
Best For
Small to mid-sized teams seeking a simple, NPS-centric tool for ongoing customer feedback and automated advocacy.
Pricing
Free plan for basics; Starter at $19/user/month, Growth at $99/month, Enterprise custom pricing.
Conclusion
The review of top customer satisfaction tools highlights a diverse set of solutions, with Qualtrics leading as the top choice for its comprehensive experience management—offering advanced surveys, NPS, and analytics to drive impactful action. Medallia and Zendesk stand as strong alternatives: Medallia excels in real-time cross-channel feedback, while Zendesk combines CSAT surveys, ticketing, and analytics for enhanced support satisfaction, catering to varied needs.
Begin leveraging Qualtrics’ powerful features to measure and boost customer satisfaction, turning insights into strategies that build loyalty and growth.
Tools Reviewed
All tools were independently evaluated for this comparison