Exploring Top 10 Customer Experience Survey Software

Customer Experience

Ensuring an excellent customer experience can be tricky but an effective guide can help.

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Delivering a superior customer experience is imperative for businesses in today’s competitive market. As 86% of customers are ready to pay extra for a great CX, a key focus on improving the customer experience can help brands stay ahead of their competitors.

But how to elevate the customer experience for your brand? That’s where the need for the best effective customer experience software comes into the picture.

Watch the video below to learn how Voxco can help you can enhance your overall customer experience.

What is customer experience survey software?

A customer experience survey software is a solution that aims at helping businesses effectively measure, manage, and elevate the overall CX. It gathers actionable customer information at the right touchpoints, analyzes it well, and interprets the responses.

CX survey tools help you understand customer sentiment, perceptions, concerns, and expectations. As a result, the insights generated helps improve customer relationship and loyalty and design a customer-centric brand, product, and service.

After understanding the importance of customer experience survey software, it’s also vital to consider the broader scope of market research tools that can complement these efforts, helping businesses gain a holistic view of their market.

By integrating it into your market research strategy, you can consistently track customer satisfaction, loyalty, and NPS to gauge how well you are meeting their expectations and identify drivers of customer churn.

Customer experience survey tools enable you to learn about the strengths and weaknesses of your brand directly from your customers. You can identify concerns and pain points as well as the differentiators and drivers of customer satisfaction.
The platform enables you to make customers a part of your business growth strategy. By involving them in product development or asking about their perception regarding the experience, you show that their opinions matter.

Like how Walmart conducted its CX survey campaign of its newly launched Online Grocery PickUp service using Voxco. The challenge was to understand better the customer experience in three areas – communication of the new process, customer satisfaction team response, and product variety. Read how Walmart used the insights to expand its services across different states and increase product variety from 3k to 7k.

Now that you’ve learned what this customer survey software is, in the next section, we will learn about its reasons.

Why look for the best customer experience survey tools?

Customer experience platforms provide the context you need to optimize the customer’s journey, delight more customers, and deliver exceptional support, allowing you to maintain and build loyalty.

They provide different features like content management, contextual assistance, customer analytics, and customer feedback. Of course, as part of customer communications for actionable insights, they are a vital aspect of content marketing.

There are many benefits of using a customer experience survey tool, but here are a few of them:

1. Reduced customer churn

Businesses that profit from increased customer lifetime value due to a lower churn are likely to benefit from customer experience management programs. Because it is more costly to gain new consumers than to maintain existing ones, organizations benefit from focusing efforts on existing customers.

Customers will be more likely to make another purchase or extend a contract if customer service representatives have been attentive to their needs or preferences over time. That’s where CX survey tools help, by enabling you to gather feedback in key touchpoints.

2. Improved customer engagement

Customers trust firms they know, and customer involvement encourages additional interactions and the development of mutually beneficial partnerships.

Value-added offers are being offered to existing customers by businesses. Customer experience survey software help solicit input from customers via email and social media. These real-time contacts foster an environment in which customers are ready to express their wants with businesses. As a result, businesses may give better products and services.

3. Reduced service and marketing costs

A customer-centric strategy helps firms understand their customers better. It results in less guesswork about customers’ desires, which may add to significant marketing expense savings. You can collect data, develop business analytics, and comprehend market dynamics. As a result, increase revenue and customer happiness while decreasing costs.

What features to look for in customer experience survey tools?

Before we jump into navigating through top CX survey tools, let’s look into the features you should look for to ensure the platform is a perfect fit for your business needs.

Intuitive interface:

Look for a tool that allows anyone to design surveys within minutes. For example, to use Voxco’s survey builder, you don’t need knowledge of coding & programming. The platform offers a simple drag-and-drop interface which is easy to use and the fastest to get used to.

Survey creation:

The customer experience survey tool should offer various survey question types, customization options, branding capabilities, and more. Modern survey platforms offer various scale-type questions, survey languages, skip and branching logic, etc., allowing you to design interactive and accessible surveys.

Multiple distribution channels:

The platform should allow you to reach your audience in multiple channels such as email, website, SMS, and social media. The multiple options enable you to personalize your reach and also make surveys accessible to all audience segments.

Analytics and reporting:

A modern survey tool automates data preparation, analysis, and reporting, minimizing the risk of error caused by manual tasks. Make sure the platform automatically transmits data as respondents complete the survey, cleans and preps the data, and runs analysis without much intervention.

Data security and compliance:

It is important to work with a tool that ensures the safety of your data and customers’ privacy. The tool should offer secured user access and also comply with the highest standard of data regulations. For example, Voxco offers authorization-based access and MFA to ensure secured access and maintains GDPR and TCPA compliance.

What is the best customer experience survey software?

Let’s look at top customer experience surrey software that you can consider to gather information from your customers. Skip the table and proceed to the next section for a full overview of the tools.

Customer Experience Survey Software	Features	Pricing
Voxco Insights Platform	omnichannel survey capabilities panel vendor management close the loop word import text analysis 100+ survey question types 10+ survey templates	Available on request
Question pro	simple to use personalize the survey experience informed and data-driven business decisions reduces the need for scrolling ensures support anytime reduce the churn rate close the feedback loop	Available on request
Survey Sparrow	create and publish mobile-first surveys map the customer journey handle customer questions close the customer feedback loop	Starts at $19/month.
Survey Monkey	turn-key NPS^® solution trigger customized surveys identify areas for improvement vast question bank inbuilt and customizable questions finest security encrypted easy to use	Available on request
Forsta	highly customizable Improve customer relations/service Enhance decision-making Drive innovation	Available on request
Qualtrics	excellent customer profiles map customer reactions automatic notifications a consolidated view of all channels eliminates the possibility of mistakes. closed-loop ticketing	Available on request
AskNicely	simple approach to providing feedback automatically delivers a two-question survey increased response rate send emails without assistance NPS^® platform with cutting-edge design	Custom pricing
GetFeedback	mobile-friendly surveys simple to use embed survey questions salesforce integration 7 times quicker installation	Custom pricing
Medallia	transform consumer input into real-time actionable data save at-risk customers uncover innovations conquering data silos more transparent CX	Available on request
Clarabridge	natural language processing natural language processing service notifications in real-time emphasize bad customer experiences	Available on request

List of the 10 best customer experience survey software

Here is the list of the best customer experience survey software with their features, pros, and pricing.

1. Voxco Insights

Voxco Insights Platform is one of the best customer experience survey software. To connect with your consumers, Voxco’s customer experience management software collects insights utilizing NPS^® (Net Promoter Score^®), CSAT (Customer Satisfaction), and other metrics.

One of the best customer experience survey software it allows you to obtain a customer’s feedback based on their interactions across several contact points. Businesses must map their client journey in order to pinpoint the critical touch points. This requires the use of a comprehensive customer experience management system.

Features:

Survey capability across many modes – Online, CATI, and Offline
Voxco Audience to create a targeted sample
Panel vendor administration
Drag-and-drop survey builder
100+ survey question types, skip and branching logic, automated survey translation in 100+ languages, Word Import, and more.
Survey customization with white labeling and CSS customization.
Advanced statistical data analysis and text analysis.
GDPR complaint.

Pros:

Survey Templates
Data Analysis
Multiple Answer Types
User Segmentation
Multimedia Support
Multilingual Support

Pricing – Available on request. Get a personalized quote and demo.

Voxco was named a leader in survey software by G2 based on client testimonials.

2. QuestionPro

QuestionPro is a well-known customer feedback software businesses of all sizes can use.

You may use this customer survey software to easily generate online polls, add multiple-choice questions to surveys, and much more. It also lets you personalize the survey’s design to reflect your business.

Emails, integrated pop-ups, and social media sites like Facebook and Twitter may all be used to send surveys. Furthermore, it is simple to use and comprehend.

Features:

It is intended to assist you in making informed and data-driven business decisions.

This program is simple to use, with features for writing, sharing, and evaluating online comments.

You may personalize the survey experience using QuestionPro.

Because the matrix may be turned into drop-down lists, there is no need to scroll across the screen.
The best thing about QuestionPro is that their customer service is open 24 hours a day, seven days a week, so you can receive assistance whenever you need it.

Pros:

Boost brand loyalty
Lower customer churn
Respond to customer concerns
Simplify market research

Pricing:

Available on request

3. Survey Sparrow

SurveySparrow is one of the most powerful customer experience survey software, allowing you to easily create professional-looking forms.

SurveySparrow offers a 40% completion rate and allows you to send surveys through numerous methods. As a result, you may easily and rapidly reach a larger audience.

This customer survey software not only helps you collect feedback from customers, but it also helps you build a suitable work atmosphere.

Features:

This customer experience tool allows you to create a customer journey map.
It assists in resolving customer issues through an in-built support ticketing system and seamlessly closes the customer feedback loop.
Distribute NPS^® questionnaires to gather rapid consumer feedback and assess customer loyalty.
Make and distribute extremely engaging, mobile-first surveys.

Pros:

Enhance Customer Retention
Insights on Product and Service Performance
Make informed decisions

Pricing:

Starts at $19/month.

4. Survey Monkey

SurveyMonkey is fourth in the list of best customer experience survey software.

You can effortlessly create polls, quizzes, and surveys using Survey Monkey to get feedback from your audiences. The best aspect is that you may distribute your survey forms using a variety of means, including web links, chats, emails, social media platforms, and more. Once the data has been collected, it is automatically analyzed to provide relevant insights.

Features:

It is a turn-key NPS^® system with handy capabilities for collecting, analyzing, and acting on feedback data.
You would also be able to launch customized surveys through a variety of media.
SurveyMonkey assists you in identifying areas for growth and motivates you and your team to achieve greater outcomes.
One of SurveyMonkey’s finest features is its vast question bank. It has a lot of built-in and customized questions.

Pros:

Convert your consumers into repeat purchasers.
Make your customers fervently devoted to your brand.
Make advocates for your products and services.

Pricing:

Available on request

5. Forsta

Forsta is the cutting-edge technology for customer experience and market research. It is quantifiable if it is insightful.

Use personalized surveys to elicit feedback from any audience, from local groups to worldwide communities. Forsta, among the best customer experience management platforms enables you to gather the information you require from any touchpoint or channel.

Features:

It is highly customizable,
It improves customer relations/service
It enhances decision making
It drives innovation

Pros:

Keep track of your progress.
Remove underlying issues
Exchange best practices

Pricing:

Available on request

6. Qualtrics

Qualtrics customer experience management software enables organizations to continuously evaluate the quality of their four key experiences: customers, employees, goods, and brands.

Organizations can use Qualtrics XM to be present at every significant touchpoint, for every experience, and forecast which changes will connect with stakeholders.

Features:

This CXM software assists you in creating excellent customer profiles by collecting information about your clients via various questionnaires.
Their NPS^® provides actionable data and hence simplifies customer experience management.
You will be able to efficiently map your consumer reactions.
Another useful feature is the ability to view all channels from a single location, and this allows you to converse with your consumer on the platform they are using while gathering data.

Pros:

Boost brand value
Increase consumer loyalty and advocacy.
Maintain contact with customers and monitor their behavior.
Cut expenses and invest in the right things.

Pricing:

Available on request

7. AskNicely

AskNicely is a platform for service firms to empower their frontline workers, provide an outstanding customer experience, and drive development.

AskNicely is the most effective approach to measure every customer experience, teach and inspire your frontline workers, and ensure that every location performs at its peak.

Features:

Customers may now provide feedback more privately and conveniently.
They provide you with real-time customer feedback to increase customer retention and recommendations.
AskNicely automatically delivers a two-question survey to customers based on the NPS customer loyalty framework.
It is a specialized and well-designed NPS platform that tracks people rather than campaigns.

Pros:

Creating a culture based on customer experience
Consider customers in a different light
The software collects missing testimonials

Pricing:
Custom pricing

8. GetFeedback

It is one of the top 10 customer experience survey software. The complete platform provided by GetFeedback allows you to measure and enhance our whole client experience.

The customer experience (CX) is the perception of your customer’s interactions with your firm.

To create outstanding customer experiences, businesses must meet or exceed their consumers’ expectations during all interactions with them. So create your surveys using GetFeedback survey templates.

Features:

GetFeedback allows you to design visually appealing, mobile-friendly surveys.
The simple survey builder also allows you to embed survey questions in emails and leverage one-touch email capability.
With real-time dashboards, this digital customer experience platform ensures you have insights in the right time.
The ease of use results in a 240 percent boost in response rates, as well as 7 times faster installation than alternative customer experience tools.

Pros:

Salesforce effectively integrated
strategic omnichannel integrations
Omnichannel distribution.

Pricing:

Custom pricing

9. Medallia

Medallia Experience Cloud is a software platform for managing customer feedback that empowers every employee.

Medallia helps businesses win by improving the customer and employee experience. It provides a SaaS platform for collecting experience data from signal fields to improve the customer experience.

Features:

These insights are used throughout the firm to save at-risk customers.
Medallia strives to make the customer experience more transparent and to eliminate data silos.
It enables you to enlist everyone in a never-ending effort to enhance the system.

Pros:

Improves customer satisfaction
Reduces expenses
provides a leading sign
Ensures internal consistency

Pricing:

Available on request

10. Clarabridge

Clarabridge provides customer experience survey software as a SaaS based on artificial intelligence-powered text and speech analytics. Data for analysis is often derived from social media channels (such as Facebook, or Twitter), review sites, contact center notes, email, chats, and polls.

The software is utilized in a customer feedback program, voice of the customer, and customer experience management, and it makes use of natural language processing and other proprietary technologies.

Features:

Built exclusively for Customer Experience Management, best-in-class text analytics, and Natural Language Processing to precisely analyze every aspect of customer feedback.
The capacity to analyze input from all of the above-mentioned sources, whether solicited (through a survey) or unsolicited
Real-time, simplified client engagement tools designed exclusively for social customer care

Pros:

Connect to every possible source of
Implement feedback
Interpret meaning accurately from all sources.

Pricing:

Available on request

How can you ensure that you excel in customer experience while thriving in the competitive landscape?

Get a Buyer’s Guide on CX Software to make the best decision.

What are the criteria to consider in a customer experience management software?

The list of top 10 customer survey software should give you a clear idea of which features to look for. But, here are some of th criteria to consider when you are looking for the best customer experience management platforms.

1. Customer feedback channels:

The leading customer experience platforms should allow you to gather customer data from multiple channels to gain a comprehensive view of CX. The software should enable you to listen to your customers’s voice be it on the website, social media, or physical locations.

Your CXM platform should help you gather feedback using methods like online surveys (web, SMS) to IVR surveys and in-person interviews.

2. Dashboards:

The dashboard of the best customer survey software should offer a real-time view of the key trends in customer feedback. It should update automatically and show you the data that matters most to you.

Moreover, by customizing access to the dashboard, you ensure that the right insight is not lost in the sea of data. This way, people only see metrics and insights that matter most to them.

3. Data analytics tools:

Most leading customer experience platforms offer some level of data analysis capability. This allows you to automate analysis the moment you finish gathering data and quickly draw out insights in the same platform.

However, here are some data analytics capabilities you should look for in your platform.

– Statistical analysis:

From cross tabulations to regressions, the platform should allow you to compute thousands of data within minutes.

– Text analysis:

This allows you to find trends and patterns in textual response. The tool should also analyze sentiment so you can see the positive or negative sentiment attached to the feedback.

4. Integration:

The best customer experience management platforms should be able to integrate with your existing tools or other tools. It should allow you to function more efficiently and deliver cohesive customer experience by integrating with CRM, marketing automation and support software.

5. Security & compliance:

The best customer survey software should provide robust security such as data encryption, access controls, and user authentication. It should also abide by data regulations sich as GDPR compliance to protect customer data.

Consider these criterias to select the best customer experience management platforms that aligns with your business goals.

See how you can design branded surveys with smart flow using Voxco Online.

✔ 500+ global brands in 40+ countries

✔ 100Mn+ annual surveys

Conclusion

And that concludes our list of the top 10 best customer experience survey software. Go over each tool carefully to see which fits your requirements the best and increase your organic marketing reach by converting satisfied consumers into brand ambassadors. You may promote your community’s positive aspects with tailored customer experience survey software.

FAQs

1. What is customer experience management?

Customer experience management or CXM is the process of designing, delivering, and optimizing customers interaction with a brand across multiple touchpoints. A customer experience management software helps you gather data from touchpoints such as services, mobile apps, website, physical stores, or product.

The aim is to deliver a consistent, seamless, and positive customer experience. CEM includes meeting customers’ need and expectations and build a strong relationship that drives long-term loyalty.

2. What is a customer experience management platform?

A CEM or customer experience management platform helps you manage and optimize customer’s interaction with your brand across multiple touchpoints. It enables you to gather and analyze customer data, personalize interactions, and improve customer engagement. With the rise of digital technology, many brands are also turning to online survey tools to gain deep insights into customer preferences and behaviors.

3. What is customer experience survey software?

Customer experience survey software enables you to gather feedback from customers about their experience with your products or services. It enables you to customize your surveys, distribute across multiple channels, gather and analyze data.

The tool automates data collection and analysis making it easier for you to make sense of data in real-time and acr on customer feedback.

4. How do you survey a customer experience?

Here’s a general overview of how to survey a customer experience:

Define the objective of the survey. Do you want to identify areas of improvement, guage customer satisfaction or evaluate a new product/service?
Select the best suitable method of data collection. Some commonly use survey methods are online, phone, and in-person surveys.
Write a set of questions relevant to the survey objective.
Soft launch the survey to validate the question, language and the survey flow.
Incentivize the survey and launch it for the target audience.
Gather and analyze data using statistical analysis and text analytics.

5. What is a CSAT software?

CSAT or customer satisfaction survey software is a tool that enables you to measure customer satisfaction by gathering feedback. You can use surveys, polls or ratings to collect customer feedback on their level of satisfaction with brand, its products/service.

Customer satisfaction survey software provides features such as survey design, distribution channels, data analysis, and reporting.

6. What is the difference between CRM and CEM?

The difference between CRM or Customer Relationship Management and CEM or Customer Experience Management lies in the field of customer engagement.

CRM focuses on managing and imrpvoding the relationship between the customer and the brand using technologies. Ut uses tools such as sales automation, marketing automation,a nd customer service management to improve customer engagement. The goal is to improve customer retention, drive sales, and boost customer satisfaction using customer data.

CEM imrpoves customer experience across various touchpoint in a customer’s journey with the brand. It focuses of every aspect of customer journey to deliver consistent dn personalized experience. The goal is to meet customers’ need and exceed expectations.

CXM involves a deeper understanding of customers’ need and behaviors.

7. What are 4 pillars of essential customer experience?

The 4 pillars of customer experience are – personalization, empathy, seamlessness, and innovation.

Personalization: Tailor products, services, and communications to meet their needs and preference.

Empathy: Listen and respond to customers to provide them support when needed.

Seamlessness: Eliminate pain points and ensure consistent experience across all point of interactions.

Innovations: Adapt product, services, and communication to the changing needs of customers.

8. What are the four customer satisfaction survey types?

4 types of CSAT surveys you should be aware of are

Transactional surveys to gather feedback on specific interactions like the purchase or customer service call.
Relationship surveys to understand customer satisfaction and loyalty.
Touchpoint survey to gauge satisfaction at key touchpoints in the customer journey.
Benchmark surveys to compare customer satisfaction scores to industry standards.

9. What is a CX survey?

A CX survey helps you measure customers’ experience and overall satisfaction by gathering feedback directly from the customers. It is a platform that allows customers to share their honest opinion and perception about your brand, product, and service.

10. How do you conduct a customer experience survey?

Here are a few steps on how you can conduct CX surveys:

Define the goals for your survey. Clearly describe what insights you want to generate from the survey.
Create a sample of respondents using an MR panel or segment customers to send relevant surveys.
Craft relevant questions and use skip logic to ensure a short and goal-focused survey.
Send the survey across the respondents’ preferred channels of communication.
Use the collected data to run different analyses and make informed decisions to drive improvements and address concerns.

Net Promoter^®, NPS^®, NPS Prism^®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.