Quick Overview
- 1#1: Qualtrics - Comprehensive experience management platform that collects, analyzes, and acts on customer feedback across all channels using AI-driven insights.
- 2#2: Medallia - AI-powered customer experience platform that captures and analyzes real-time feedback to drive business improvements.
- 3#3: Thematic - AI-driven feedback analytics tool that automatically uncovers themes and trends from unstructured customer feedback at scale.
- 4#4: InMoment - Experience optimization platform specializing in feedback aggregation, sentiment analysis, and actionable insights.
- 5#5: Hotjar - User feedback and behavior analytics tool providing heatmaps, surveys, and session recordings for website optimization.
- 6#6: UserTesting - Human insight platform that delivers qualitative feedback through video testing and AI-powered analysis.
- 7#7: Brandwatch - Consumer intelligence platform for social listening and analyzing feedback from online conversations.
- 8#8: MonkeyLearn - No-code text analysis tool for sentiment analysis, topic detection, and classification of customer feedback.
- 9#9: Delighted - Customer feedback platform focused on NPS, CES, and CSAT surveys with real-time analytics dashboards.
- 10#10: SurveyMonkey - Survey creation and feedback analysis tool offering reporting, sentiment analysis, and integrations for data insights.
We evaluated tools based on core features (including AI capabilities, real-time processing, and scope of feedback capture), user-friendliness, data accuracy, and overall value, prioritizing solutions that balance depth, usability, and long-term utility for modern business challenges.
Comparison Table
Feedback analytics software transforms user, customer, and employee insights into strategic action, and this comparison table explores leading tools—such as Qualtrics, Medallia, Thematic, InMoment, Hotjar, and more—to help readers assess key features, strengths, and ideal use cases for their unique needs.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Qualtrics Comprehensive experience management platform that collects, analyzes, and acts on customer feedback across all channels using AI-driven insights. | enterprise | 9.5/10 | 9.8/10 | 8.4/10 | 8.2/10 |
| 2 | Medallia AI-powered customer experience platform that captures and analyzes real-time feedback to drive business improvements. | enterprise | 9.2/10 | 9.6/10 | 7.8/10 | 8.4/10 |
| 3 | Thematic AI-driven feedback analytics tool that automatically uncovers themes and trends from unstructured customer feedback at scale. | specialized | 8.7/10 | 9.2/10 | 8.1/10 | 7.9/10 |
| 4 | InMoment Experience optimization platform specializing in feedback aggregation, sentiment analysis, and actionable insights. | enterprise | 8.7/10 | 9.2/10 | 8.0/10 | 8.3/10 |
| 5 | Hotjar User feedback and behavior analytics tool providing heatmaps, surveys, and session recordings for website optimization. | specialized | 8.7/10 | 9.1/10 | 9.4/10 | 8.2/10 |
| 6 | UserTesting Human insight platform that delivers qualitative feedback through video testing and AI-powered analysis. | specialized | 8.2/10 | 9.0/10 | 8.5/10 | 7.5/10 |
| 7 | Brandwatch Consumer intelligence platform for social listening and analyzing feedback from online conversations. | specialized | 8.7/10 | 9.5/10 | 7.9/10 | 8.0/10 |
| 8 | MonkeyLearn No-code text analysis tool for sentiment analysis, topic detection, and classification of customer feedback. | specialized | 8.3/10 | 8.7/10 | 9.1/10 | 7.6/10 |
| 9 | Delighted Customer feedback platform focused on NPS, CES, and CSAT surveys with real-time analytics dashboards. | specialized | 8.2/10 | 7.8/10 | 9.5/10 | 8.0/10 |
| 10 | SurveyMonkey Survey creation and feedback analysis tool offering reporting, sentiment analysis, and integrations for data insights. | specialized | 8.1/10 | 7.8/10 | 9.4/10 | 8.0/10 |
Comprehensive experience management platform that collects, analyzes, and acts on customer feedback across all channels using AI-driven insights.
AI-powered customer experience platform that captures and analyzes real-time feedback to drive business improvements.
AI-driven feedback analytics tool that automatically uncovers themes and trends from unstructured customer feedback at scale.
Experience optimization platform specializing in feedback aggregation, sentiment analysis, and actionable insights.
User feedback and behavior analytics tool providing heatmaps, surveys, and session recordings for website optimization.
Human insight platform that delivers qualitative feedback through video testing and AI-powered analysis.
Consumer intelligence platform for social listening and analyzing feedback from online conversations.
No-code text analysis tool for sentiment analysis, topic detection, and classification of customer feedback.
Customer feedback platform focused on NPS, CES, and CSAT surveys with real-time analytics dashboards.
Survey creation and feedback analysis tool offering reporting, sentiment analysis, and integrations for data insights.
Qualtrics
enterpriseComprehensive experience management platform that collects, analyzes, and acts on customer feedback across all channels using AI-driven insights.
AI-driven XM Discover for automated, predictive analytics that identifies experience drivers and benchmarks against industry standards
Qualtrics is a leading experience management (XM) platform specializing in feedback analytics, enabling organizations to design sophisticated surveys, collect multi-channel feedback from customers, employees, and other stakeholders, and derive actionable insights through advanced analytics. It leverages AI-driven tools like Text iQ and Stats iQ to uncover trends, sentiments, and drivers in unstructured data, supporting real-time decision-making. The platform integrates seamlessly with CRM, HR, and other enterprise systems for a holistic view of experiences.
Pros
- Unmatched depth in AI-powered analytics like Text iQ and Stats iQ for predictive insights
- Seamless multi-channel feedback collection and enterprise scalability
- Robust integrations with tools like Salesforce, Workday, and Tableau
Cons
- High cost with custom enterprise pricing that may overwhelm SMBs
- Steep learning curve for advanced analytics features
- Occasional interface complexity for non-expert users
Best For
Large enterprises and mid-sized organizations seeking enterprise-grade feedback analytics to drive CX, EX, and product improvements at scale.
Pricing
Custom enterprise pricing; basic plans start around $1,500/year per user, with full XM suites often $10,000+ annually based on volume and features.
Medallia
enterpriseAI-powered customer experience platform that captures and analyzes real-time feedback to drive business improvements.
Medallia Athena AI for deep analysis of unstructured feedback and predictive experience orchestration
Medallia is an enterprise-grade experience management platform that collects customer feedback across multiple channels, including surveys, social media, reviews, and support tickets. It leverages AI-powered text analytics and machine learning to uncover actionable insights from unstructured data, enabling businesses to identify trends, sentiment, and drivers of customer experience. The platform provides real-time dashboards, alerts, and orchestration tools to drive improvements in customer satisfaction and loyalty.
Pros
- Omnichannel feedback aggregation from diverse sources
- Advanced AI-driven text analytics and predictive insights
- Customizable real-time dashboards and alerting system
Cons
- High implementation complexity and setup time
- Premium pricing not suitable for small businesses
- Steep learning curve for non-technical users
Best For
Large enterprises and mid-to-large organizations seeking comprehensive, AI-powered customer feedback analytics at scale.
Pricing
Custom enterprise pricing, typically starting at $50,000+ annually based on volume and features; contact sales for quote.
Thematic
specializedAI-driven feedback analytics tool that automatically uncovers themes and trends from unstructured customer feedback at scale.
Patented AI Auto-Theming engine that automatically detects, maps, and evolves themes from raw text data without manual intervention
Thematic is an AI-powered feedback analytics platform designed to automatically analyze unstructured customer feedback from sources like surveys, reviews, support tickets, and NPS data. It identifies themes, sentiments, trends, and drivers of feedback at scale, enabling teams to prioritize actionable insights without manual coding. The platform offers customizable dashboards, real-time alerts, and integrations with tools like Zendesk, Qualtrics, and SurveyMonkey for seamless data processing.
Pros
- Exceptional AI-driven auto-theming handles massive volumes of unstructured data accurately
- Intuitive dashboards with drill-down capabilities and real-time alerts
- Robust integrations with popular CX tools for effortless data import
Cons
- Enterprise-level pricing can be prohibitive for small teams or startups
- Limited built-in quantitative analytics compared to survey-focused competitors
- Customization of themes requires some learning curve for non-experts
Best For
Mid-sized to enterprise customer experience teams dealing with high volumes of unstructured feedback who need scalable, automated thematic analysis.
Pricing
Custom quote-based pricing; typically starts at $5,000-$10,000/month for mid-tier plans, scaling with data volume and features (no public self-serve tiers).
InMoment
enterpriseExperience optimization platform specializing in feedback aggregation, sentiment analysis, and actionable insights.
iiQ AI analytics engine that automatically identifies themes, drivers, and predictive trends from vast feedback datasets
InMoment is an enterprise-grade feedback analytics platform that collects customer feedback from surveys, social media, reviews, and other channels, using AI-powered text and sentiment analysis to uncover actionable insights. It provides real-time dashboards, predictive analytics, and automated action recommendations to drive customer experience improvements. The platform emphasizes closing the feedback loop by integrating insights with operational workflows for measurable business impact.
Pros
- Advanced AI-driven text analytics and sentiment analysis for unstructured data
- Omnichannel feedback aggregation with strong CRM integrations
- Actionable recommendations and real-time alerting for quick response
Cons
- High enterprise pricing may deter smaller businesses
- Steep learning curve for full customization and setup
- Occasional reports of slower support response times
Best For
Large enterprises and mid-market companies needing deep, scalable feedback analytics across multiple customer touchpoints.
Pricing
Custom enterprise pricing via quote; typically starts at $20,000+ annually based on volume and features.
Hotjar
specializedUser feedback and behavior analytics tool providing heatmaps, surveys, and session recordings for website optimization.
Incoming Feedback widget that captures contextual user comments and rage clicks directly on the live site
Hotjar is a user behavior analytics and feedback platform that provides tools like heatmaps, session recordings, surveys, polls, and incoming feedback widgets to capture qualitative insights from website visitors. It helps teams understand user frustrations, preferences, and drop-off points by combining visual behavior data with direct user input. Ideal for optimizing UX and conversion rates, Hotjar turns raw feedback into actionable analytics without requiring advanced technical skills.
Pros
- Quick and easy setup with a single script tag
- Rich visualization tools like heatmaps and recordings complement feedback data
- Generous free plan for small sites
Cons
- Survey customization is somewhat limited compared to specialized tools
- Data retention and daily limits on lower tiers restrict scale
- Advanced segmentation requires higher plans
Best For
SMBs and digital agencies needing straightforward, visual feedback analytics to improve website UX without a steep learning curve.
Pricing
Free Basic plan; Plus starts at $39/mo (annual), Business at $79/mo, Scale is custom enterprise pricing.
UserTesting
specializedHuman insight platform that delivers qualitative feedback through video testing and AI-powered analysis.
AI-powered video analysis that automatically generates highlight reels and detects key moments, sentiments, and themes from user sessions
UserTesting is a leading user experience research platform that specializes in collecting qualitative feedback through unmoderated and moderated usability tests on websites, apps, and prototypes. It offers video recordings of real users' sessions, surveys, and behavioral analytics to uncover insights into user behavior and pain points. Advanced AI-powered tools analyze videos for sentiment, highlights, and themes, making it a robust solution for feedback analytics in UX and product development.
Pros
- Rich qualitative video feedback from a global participant panel
- AI-driven analytics for quick insights like sentiment analysis and highlight reels
- Flexible testing options including unmoderated, moderated, and prototype testing
Cons
- High pricing suitable mainly for enterprises
- Limited integration with broad multi-channel feedback sources beyond UX tests
- Steep learning curve for advanced analytics customization
Best For
UX researchers, product managers, and design teams seeking in-depth qualitative user insights from usability testing.
Pricing
Custom quote-based pricing; starts at around $49 per test participant or $25,000+ annually for subscriptions, with enterprise plans scaling higher.
Brandwatch
specializedConsumer intelligence platform for social listening and analyzing feedback from online conversations.
Iris AI, a generative AI engine that allows natural language queries to uncover instant insights from petabytes of conversation data
Brandwatch is a leading social intelligence platform that aggregates and analyzes millions of online conversations from social media, news, blogs, reviews, and forums to deliver actionable customer insights. It leverages AI-powered tools for sentiment analysis, trend detection, image recognition, and audience profiling, helping brands understand feedback and reputation in real-time. While primarily focused on public digital channels, it excels in transforming unstructured feedback into visual dashboards and strategic reports.
Pros
- Vast data coverage across 100+ million sources including visuals
- Advanced AI like Iris for automated insights and querying
- Customizable dashboards and real-time alerts
Cons
- Steep learning curve for non-experts
- Enterprise pricing lacks transparency
- Less emphasis on private feedback channels like surveys or tickets
Best For
Large enterprises and marketing teams needing deep social listening and brand sentiment analysis from public online sources.
Pricing
Custom quote-based enterprise pricing, typically starting at $800-$2,000/month depending on data volume and features, with annual contracts.
MonkeyLearn
specializedNo-code text analysis tool for sentiment analysis, topic detection, and classification of customer feedback.
No-code custom model studio for training bespoke text classifiers and extractors tailored to specific feedback data
MonkeyLearn is a no-code machine learning platform specializing in text analysis for feedback analytics, enabling users to process customer reviews, surveys, and support tickets to extract sentiments, topics, keywords, and entities. It offers pre-built templates and custom model training to uncover insights from unstructured text data without requiring programming expertise. The tool integrates with various data sources and apps, making it suitable for automating feedback analysis workflows.
Pros
- Intuitive no-code interface for building and deploying text analysis models
- Pre-built templates for common feedback tasks like sentiment analysis and topic detection
- Strong integrations with tools like Zapier, Google Sheets, and Zendesk
Cons
- Pay-per-use pricing can become costly for high-volume analysis
- Limited advanced customization options compared to full-fledged ML platforms
- Free tier has strict limits on predictions and models
Best For
Small to medium-sized businesses or teams without data science expertise needing quick insights from customer feedback text.
Pricing
Free plan with 300 predictions/month; Pay-as-you-go from $49/month (10k predictions); Team plan at $299/month (100k predictions); custom Enterprise pricing.
Delighted
specializedCustomer feedback platform focused on NPS, CES, and CSAT surveys with real-time analytics dashboards.
Microsurveys: Single-question, emoji-based polls designed for maximum engagement and 80%+ response rates
Delighted is a customer feedback platform focused on collecting NPS, CSAT, and CES scores through simple, one-question surveys delivered via email, SMS, web links, and kiosks. It offers real-time dashboards, trend analysis, automated alerts, and integrations with tools like Slack, Salesforce, and Zendesk for quick action on feedback. While strong in survey deployment and basic analytics, it emphasizes ease over deep AI-driven insights.
Pros
- Incredibly simple setup and survey deployment with high response rates
- Real-time dashboards and alerts for immediate insights
- Seamless integrations with popular CRM and communication tools
Cons
- Limited advanced analytics like AI text analysis or segmentation
- Pricing scales with response volume, which can get costly for high-volume users
- Fewer survey customization and question type options compared to enterprise tools
Best For
Small to mid-sized businesses seeking effortless NPS and CSAT tracking without needing complex analytics.
Pricing
Starts at $224/month for 500 responses (Essentials plan); scales to $1,244/month for 10,000 responses (Pro); custom Enterprise pricing; 14-day free trial.
SurveyMonkey
specializedSurvey creation and feedback analysis tool offering reporting, sentiment analysis, and integrations for data insights.
Text iQ: AI-driven analysis that automatically detects sentiment, themes, and emotions in open-text feedback.
SurveyMonkey is a widely-used online survey platform that allows users to design, distribute, and analyze surveys for collecting feedback from customers, employees, or events. It offers real-time reporting, crosstab analysis, and AI-driven Text iQ for sentiment analysis on open-ended responses, making it suitable for feedback gathering and basic insights. While versatile for various use cases, its analytics shine in visualizing trends and exporting data for further analysis.
Pros
- Intuitive drag-and-drop survey builder with hundreds of templates
- Real-time analytics and AI-powered Text iQ for text insights
- Seamless integrations with CRM, email, and productivity tools
Cons
- Advanced analytics and unlimited responses locked behind higher tiers
- Limited depth in predictive or advanced statistical modeling
- Free plan restricts features like custom branding and data exports
Best For
Small to mid-sized businesses and marketing teams seeking user-friendly feedback collection with straightforward analytics.
Pricing
Free basic plan; paid plans from $25/user/month (Advantage) to $99/user/month (Premier), with Enterprise custom pricing.
Conclusion
Evaluating feedback analytics tools reveals the top three as standout choices. Qualtrics leads with its comprehensive experience management, using AI to unify and act on feedback across channels. Medallia excels in real-time analysis for immediate business improvements, while Thematic excels at scaling unstructured feedback to identify key trends. Each offers unique value, but Qualtrics is the top pick for its holistic, actionable insights.
Take the next step in enhancing your customer experience—start with the top-ranked Qualtrics to turn feedback into results that drive growth.
Tools Reviewed
All tools were independently evaluated for this comparison