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As a former product manager, I cannot stress enough on the importance of understanding customer needs and preferences to create successful products. In my quest to sharpen my empathy sword, I’ve spent countless hours trying to visualize CX (Customer Experience) through many different lenses.

Voice of customer (VoC) analytics software has steadily become a critical tool for businesses to capture and analyze customer feedback across different channels, including social media, emails, surveys, and customer service interactions. 

With the increasing volume of customer data generated every day, selecting the right VoC analytics software has become a daunting task for many organizations. Stay tuned to unravel my shortlist of the top 10 best voice of customer analytics software.

If you have general questions about how voice of customer analytics software works, or how to pick the best option for your organization, take a look at my People Also Ask section below. Or, if you’re curious how I prepared this list, jump to How I Selected the Best Voice of Customer Analytics Tools below. Otherwise, let’s get right down to business.

Overviews Of The 10 Best Voice of Customer Analytics Tools

Here’s a brief description of each voice of customer analytics software that showcases each vendor’s best use case, their noteworthy features, and some pros and cons. I’ve also included screenshots to give you a snapshot of their user interface.

1

SurveySparrow

Best voice of customer analytics software for conversational surveys

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
1898 reviews

14-day free trial + free plan available

From $39/month

SurveySparrow is en route to make conversational surveys the future of feedback thanks to engaging and insightful surveys that provide a better customer-centric experience. The company offers a user-friendly VoC program that helps businesses create engaging surveys and get higher response rates.

Why I picked SurveySparrow: I was impressed by SurveySparrow's conversational survey tool, enabling customers to have more engaging and personalized interactions. This unique twist to surveys can lead to better data and insights.

SurveySparrow's conversational format works well because it paves the way for more open-ended responses and higher response rates than traditional surveys. Another standout feature is SurveySparrow's ability to create mobile-optimized surveys, making it easy for respondents to take surveys on the go.

SurveySparrow Standout Features and Integrations:

Features include a conversational survey format, mobile-optimized surveys, customizable survey themes and templates, beta testing survey feedback, multi-language surveys, and omnichannel feedback collection. 

Integrations include 10+ tools such as Hubspot, Intercom, Rybbon, Salesforce, Slack, Zapier, and others. 

Pros

  • Net Promoter Score (NPS) tracking
  • Responsive customer support
  • Customizable survey themes and templates allow for branding and personalization

Cons

  • Some users may find the conversational format too casual for certain types of surveys
  • Reporting is not robust
2

InMoment

Best for real-time customer feedback and engagement

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.9
20 reviews

30-day free trial + free demo

Pricing upon request

InMoment aims to revolutionize how businesses understand and improve customer experience through meaningful insights and actionable intelligence. InMoment claims to process around a billion experiences daily - that’s a ton of data. InMoment strives to combine artificial intelligence (AI) and experience intelligence (XI) to serve a rich platter of real-time customer insights.

Why I picked InMoment: InMoment's real-time feedback collection and engagement capabilities are noteworthy. InMoment rides on sophisticated AI algorithms with robust natural language processing (NLP) for automation and real-time data analysis.

With InMoment, you can access more actionable insights thanks to smart text analytics. Furthermore, you can quickly accrue feedback from multiple channels, including surveys, call scripts, and social reviews, and unravel key customer insights like intent, emotion, effort, and key topics.

InMoment Standout Features and Integrations:

Features include survey builders, an active listening bot across channels, self-serve text analysis, search-based data mining, an impact simulator, an anomaly detector, action planning tools, and a report builder. 

Integrations include 10+ tools such as Adobe Analytics, Eloqua, Marketo, Microsoft Dynamics, Salesforce, Twilio, Zendesk, and others.

Pros

  • Easy-to-use interface for feedback collection
  • Advanced analytics and sentiment analysis capabilities
  • Great platform to deliver unique customer experiences

Cons

  • Limited customization options for surveys
  • Limited reporting features compared to other VoC software
3

Medallia

Best for imparting a personalized customer experience

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.6
106 reviews

Free demo available

Pricing upon request

Medallia's flagship product, the Medallia Experience Cloud, is a grand culmination of machine learning tools and AI tools that work together to reveal powerful customer insights. Medallia has named its beloved employees Medallians, with the company having onboarded over 2,000 leading brands.

Why I Picked Medallia: In the age of ChatGPT and AI dominance, Medallia's AI-powered predictive analytics doesn’t cease to impress. Medallia helps businesses proactively anticipate and address customer needs, thereby enhancing customer satisfaction and loyalty.

For instance, in the travel and hospitality industries, where customer experience is a pivotal factor in customer retention, Medallia helps you implement “listening posts” to gather feedback on guest signals. Additionally, Medallia offers a range of templates and best practices to get off the blocks quickly.

Medallia Standout Features and Integrations:

Features include AI-powered predictive analytics, real-time feedback monitoring, comprehensive customer journey mapping, built-in case management and action planning, and multi-language support. 

Integrations include 10+ tools like Adobe Experience Cloud, Salesforce, ServiceNow, Tableau, Zendesk, and others.


Pros

  • Includes advanced analytics like root cause analysis and trend analysis
  • Multilingual support
  • Automated email notification workflows for open action items

Cons

  • Limited options for survey design customization
  • No option to export raw survey data to CSV or Excel formats
4

Survicate

Best for collecting feedback from email surveys

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.6
105 reviews

10-day free trial

From $59/month

Survicate collects customer feedback through customizable surveys and widgets that you can embed on various websites and mobile apps. Survicate takes the sting out of creating survey forms thanks to over 150 editable survey templates.

Why I picked Survicate: I firmly believe in old-school email marketing, and Survicate helps you nail email surveys. With Survicate, you can send surveys via customized links or emails. The customization options are a breath of fresh air with personalized logos and colors in addition to custom CSS.

You can infuse intelligence and logic into your Survicate surveys by leveraging a feature called “Answer Piping,” - which involves using respondents’ replies as placeholders into your survey questions. Lastly, you can optimize Survicate surveys to be responsive for tablet and mobile screens.

Survicate Standout Features and Integrations:

Features include answer piping, multiple distribution channels, customizable surveys and forms, multilingual surveys, an export API, and webhooks.

Integrations include 10+ tools like Drip, FullStory, HubSpot, Marketo, Optimizely, Salesforce, Slack, and others. 

Pros

  • Generous free plan
  • Custom survey URLs
  • Very responsive and helpful customer support team

Cons

  • CRM integration isn’t very robust
  • Not possible to recover deleted survey answers
5

Brandwatch

Best for drawing meaningful insights from social media platforms

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
434 reviews

Free trial available

Pricing upon request

Brandwatch has spent over 17 years developing advanced artificial intelligence for analyzing fast-changing, unstructured data. Brandwatch developed an AI analyst called Iris that automatically provides rich insights at a glance. 

Why I picked Brandwatch: I’m amazed how Brandwatch simplifies the scraping process through social media for collecting brand-specific data, including threads, comments, and posts. Brandwatch boasts an amazing dataset of around 1.7 trillion conversations dating back to 2010.

Brandwatch provides powerful analytical tools with an intuitive and flexible UI. With Brandwatch, you have access to 50+ visualizations for enhanced data analysis. Additionally, you can trigger AI-enabled email alerts to notify important stakeholders, while reducing manual touchpoints.

Brandwatch Standout Features and Integrations:

Features include customizable dashboards, a great repository of historical data points, multiple visualizations, AI-powered sentiment analysis, auto segmentation, and image analysis.

Integration details are currently not available.

Pros

  • Unravel customer sentiment accurately and quickly
  • Easy and flexible data access with customizable dashboards
  • Advanced filtering system to sort through large volumes of data

Cons

  • No multi-lingual support sentiment analysis
  • Occasional bugs with dataset categorizations
6

Pendo

Best for generating digital product analytics

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
1335 reviews

14-day free trial + free plan available

Pricing upon request

Pendo endeavors to create “software that makes your software better.” Pendo helps you improve adoption for your digital products by reducing onboarding friction and ticket backlogs.

With Pendo, businesses can track user behavior and engagement, analyze feature usage, and gather feedback to improve their digital products.

Why I picked Pendo: Pendo's strength lies in combining quantitative data with qualitative feedback, giving product teams a complete picture of how users engage with a digital product. This allows teams to quickly identify and address pain points and optimize the user experience.  

Pendo helps you visualize user paths to identify areas for improvement in the overall customer journey. Consequently, you gain powerful insights into how users interact with your mobile and web applications. 

Pendo Standout Features and Integrations:

Features include in-app product analytics, real-time user behavior and journey tracking, identification of customer churn points, feedback collection, and insight generation into user satisfaction, pain points, and feature requests.

Integrations include 10+ tools like HubSpot, Intercom, Jira, Okta, Segment, Slack, Zendesk, and others. 

Pros

  • Streamlines user onboarding process for a digital product
  • Robust analytics and insights into user behavior
  • Great customer support and helpful resources

Cons

  • Slightly steep learning curve
  • API querying is a little complicated
7

Feedier

Best for gamifying the survey and feedback processes

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.5
25 reviews

7-day free trial + free demo

Pricing upon request

Feedier is a customer experience (CX) platform developed in 2016 by a team of tech enthusiasts who were frustrated with traditional feedback collection methods. Feedier shines bright thanks to its gamified and interactive feedback collection system that drives higher response rates and engagement.

Why I picked Feedier: I’m in awe of Feedier’s gamification and interactive approach to feedback collection, which makes the process more engaging and enjoyable for customers. Consequently, you can expect to yield higher response rates and more valuable feedback. 

Feedier helps you create and launch customized feedback campaigns in minutes. Using Feedier, you can truly gamify a survey process by defining exciting “reward” pathways that incentivize users to engage in your feedback loops. Furthermore, Feedier also generates valuable personalized reports with critical KPIs (key performance indicators) like the net promoter score (NPS) and satisfaction ratio.

Feedier Standout Features and Integrations:

Features include gamified surveys, customizable templates, automated feedback management, customizable thank you pages, downloadable live reports, real-time report updation, benchmarking reports for comparison, actionable insights, trend analysis, and multi-lingual support.

Integration details are currently not available.

Pros

  • Easy-to-use and customizable interface
  • White labeling of surveys, which replaces Feedier’s logo with a brand-specific one
  • Customizable reporting and analytics dashboard

Cons

  • Occasional lags on the platform
  • The survey template library could be more extensive
8

Usersnap

Best for garnering valuable feedback via annotated screenshot captures

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.5
50 reviews

15-day free trial

From $99/month

Usersnap is a B2B SaaS software creator that aims to help companies embrace the power of feedback. Usersnap features a visual communication tool for helping digital product teams to garner qualitative feedback from users.

Why I picked Usersnap: As a product manager, you’re often kind of in the dark regarding whether the product you’re building solves a customer’s problem. Usersnap breaks right through your anxiety and gives you confidence in your product journey.

Usersnap gathers real-user feedback on your digital product and uncovers areas of improvement for increasing your customer satisfaction. Usersnap offers an intuitive screen capture feature that users can leverage to pinpoint bugs within your digital product. Lastly, with Usersnap’s micro surveys, you can easily track customer experiences. 

Usersnap Standout Features and Integrations:

Features include user research, annotated screenshots for feedback, feature prioritization, in-app surveys, visual bug reporting, metadata tracking, and public-facing white boards for gathering feedback from customers.

Integrations include 10+ tools like Asana, Basecamp, GitHub, GitLab, Jira, Slack, Trello, Zapier, Zendesk, and others.

Pros

  • Excellent visual feedback capture and annotation features
  • Versatile customization options for feedback forms and visual bug reports
  • Robust metadata tracking and issue tracking capabilities

Cons

  • Occasional bugs with the annotation feature
  • Occasional bugs with sharing attachments on feedback forms
9

Refiner

Best voice of customer analytics software for SaaS products

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
5
2 reviews

14-day free trial

From $99/month (up to 5,000 users/month)

Refiner helps you fine-tune your digital products based on customer feedback. Refiner’s in-product micro surveys are super easy to use and can help you boost survey response rates. If you’re looking for a survey application exclusively for SaaS products, Refiner is your go-to tool.

Why I picked Refiner: I love the in-app micro surveys that Refiner offers. In-app micro surveys are short and engaging surveys targeting users amidst their app usage. Such in-product surveys are tailored to pop up at pre-defined and specific moments in a user’s journey. 

Refiner offers the versatility that a SaaS product craves. Be it for web or mobile apps, Refiner offers great custom surveys and feedback forms that you can easily embed. Additionally, from a product management perspective, Refiner helps you uncover massive opportunities for new product features.

Refiner's Standout Features and Integrations:

Features include embeddable surveys, data collection & analysis tools, email distribution, customizable surveys and feedback forms, powerful reporting and dashboard capabilities, and a library of pre-built templates.

Integrations include 10+ tools like Amplitude, HubSpot, Salesforce, Segment, Slack, Userlist, Zapier, and others. 

Pros

  • Microsurvey widget customization
  • Extensive template library
  • Follow-up survey sequences

Cons

  • Some bugs with the user segmentation feature
  • Limited customization options for surveys and forms
10

Qualtrics XM

Best for advanced data analytics and insights

7-day free trial + free demo

Pricing upon request

Qualtrics has a rather bold mission statement, “Build technology that closes experience gaps.” And, Qualtrics lives up to that promise, with amazing data analytics for qualitative and quantitative customer data.

Why I picked Qualtrics XM: I love data analysis, not only because I was a math nerd back in junior high, but also because data helps you quantify the intangibles. With Qualtrics XM, you unlock a whole new arsenal of data analysis methods like correlation, causation and regressions. 

Qualtrics XM features an “ultimate listening engine” that helps you listen to every channel and collect valuable feedback. Qualtrics XM also packs powerful call transcribing features to draw out customer insights.

Qualtrics XM Standout Features and Integrations:

Features include advanced analytics and reporting capabilities, AI-powered sentiment analysis, customizable surveys and feedback forms, in-app feedback collection, voice call transcribing, closed-loop feedback management, and text analytics. 

Integrations include 10+ tools like Ask Nicely, Echoes, Five 9, Jebbit, Outgrow, Sinch, Twilio, and others.

Pros

  • Offers a flexible layout to build better surveys
  • Great email visualizations
  • Versatile survey logic features like conditional questions and branching logic

Cons

  • Occasional bugs in embedding images in surveys
  • A slightly steep learning curve

The Best Voice of Customer Analytics Tools Comparison Chart

Here’s a comparison chart that summarizes basic details about each of my top voice of customer analytics tools. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best software for your budget and business needs.

Tool Trial Info Price
1
SurveySparrow

Best voice of customer analytics software for conversational surveys

14-day free trial + free plan available

From $39/month Website
2
InMoment

Best for real-time customer feedback and engagement

30-day free trial + free demo

Pricing upon request Website
3
Medallia

Best for imparting a personalized customer experience

Free demo available

Pricing upon request Website
4
Survicate

Best for collecting feedback from email surveys

10-day free trial

From $59/month Website
5
Brandwatch

Best for drawing meaningful insights from social media platforms

Free trial available

Pricing upon request Website
6
Pendo

Best for generating digital product analytics

14-day free trial + free plan available

Pricing upon request Website
7
Feedier

Best for gamifying the survey and feedback processes

7-day free trial + free demo

Pricing upon request Website
8
Usersnap

Best for garnering valuable feedback via annotated screenshot captures

15-day free trial

From $99/month Website
9
Refiner

Best voice of customer analytics software for SaaS products

14-day free trial

From $99/month (up to 5,000 users/month) Website
10
Qualtrics XM

Best for advanced data analytics and insights

7-day free trial + free demo

Pricing upon request Website

Other Options

Here are a few more worthwhile options that didn’t make the best voice of customer analytics software list:

  1. Forsta HX

    Best voice of customer analytics software for generating visual infographics

  2. MonkeyLearn

    Best voice of customer analytics software with a vast library of pre-built text analysis models

  3. Voxco

    Best for omnichannel survey management

  4. Lumoa

    Best voice of customer analytics software for AI-powered predictive insights

  5. SurveyMonkey

    Best for flexible survey design and integrated CX analytic

  6. SentiSum

    Best for AI-enabled sentiment analysis and customer feedback categorization

  7. AskNicely

    Best for creating personalized follow-up actions based on NPS

  8. GetFeedback

    Best for customizable feedback surveys and real-time response management

  9. Engage by ResponseTek

    Best for closed-loop action tracking

  10. NICE Satmetrix

    Best for end-to-end customer journey mapping

  11. CustomerGauge

    Best for NPS-based customer experience management and action planning at scale

How I Selected the Best Voice of Customer Analytics Tools

You may be wondering how I selected the best voice of customer analytics tools for this list. To build this top 10 list, I evaluated and compared various voice of customer analytics tools with positive user ratings.

After determining my list of top choices, I further honed my list by using the selection criteria below to see how each platform stacked up against the next. I also drew on my years of product management experience to highlight handy features.

Selection Criteria

Here’s a summary of the criteria I used to develop my list of the best voice of customer analytics tools:

User Interface

A user-friendly interface is essential to the success of any VoC tool. The platforms included in this list offer intuitive interfaces that allow users to easily create and manage feedback surveys, analyze feedback data, and take actionable insights.

Usability

I’ve analyzed each voice of customer analytics tool to figure out whether it features a clean and intuitive UI. Furthermore, I’ve also indicated the degree of complexity for your reference.

Data Visualization

Visualizing feedback data concisely is essential to reaping the benefits of data generation. I’ve researched on how effective the voice of customer analytics tool is in analyzing and visualizing raw data.

Software Integrations 

Integrations help you boost productivity and save time. I’ve mentioned the various CRM and project management tool integrations that the voice of customer analytics tools support.

Pricing

Lastly, pricing is a major criterion while selecting a voice of customer analytics tool. I’ve indicated the tools’ pricing details and whether or not they offer a free trial. 

People Also Ask

Got any questions about voice of customer analytics tools? Check out these FAQs to grasp a better understanding:

Sharpen Your CX Sword

Incorporating a voice of the customer analytics software can be a game-changer for your product management quest. I hope my shortlist of the best voice of the customer tools helps you make an informed decision.

By dissecting customer feedback, you focus on building the right features and products. As a result, you’ll unlock the secret recipe to increasing customer satisfaction and achieve the holy grail of the product-market fit. 

Along similar lines, here are some fantastic articles for you to feast on:

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By Joshua Solomon

Joshua Solomon is a former product manager at a top telecom firm. He has amassed a great wealth of experience in roadmap creation, user story prioritization, cross-functional collaboration and other nuances of product management.