Choose by where your customers will see the survey and who needs to act on the answers. Support teams want quick surveys after each conversation, ecommerce and marketing teams want feedback from every channel, and product or B2B teams want feedback tied to accounts and decisions rather than a single score.
CSAT asks how happy someone was with one interaction. NPS asks how likely they are to recommend you. CES asks how easy it was to get something done. Most teams use at least two of the three, and the tool that collects them shapes what you learn. If you're leaving Simplesat, here are eight customer feedback tools in no particular order, grouped by where they collect answers and who reads them.
Where the survey sits matters most
The tool you're leaving pitches CSAT, NPS and CES surveys that run inside your help desk and other support tools, with feedback routed to the right person and a fast setup. That's a useful combination, so any replacement has to match it on three things: where the survey appears, how responses are routed, and how scores are tracked over time.
Placement decides how many people answer more than question wording does, and it's easy to overlook. A survey inside the support reply gets answered in the moment. A survey sent a day later by email competes with everything else in the inbox. Routing decides whether anyone acts: a poor score that lands in a shared report nobody opens might as well not exist. And tracking decides whether you can spot a trend, or only stare at this week's number.
So run the same real task through every tool on your shortlist. Send one survey after a real support conversation, give it a poor score, and see who gets told and how fast. If nobody's alerted within the hour, that's your answer, and it's one you won't get from a sales demo.
Support desk, every channel or product team?
Feedback straight after a support conversation
Nicereply is built around one-click surveys that support teams send after conversations, which makes it the closest in spirit to a help desk survey add-on.
Feedback from every channel
Survicate, Zonka Feedback and Retently collect answers across several channels and add automation or AI on top, and the last of those aims at ecommerce and retail brands in particular. They're a good fit if you'd like one view of feedback from email, web and in-app surveys. QuestionPro is a broader survey platform with many question types, useful if support feedback is only part of what you survey.
Feedback tied to products and accounts
SatisMeter and Usersnap are pitched at product teams who want feedback next to product decisions, and CustomerGauge focuses on B2B accounts and churn. These suit teams where one account can be worth more than hundreds of single replies.
Eight feedback tools from A to Z
Alphabetical and in no particular order. Every line is based on how the vendor describes its own product.
CustomerGauge
Best for: B2B companies who want customer data from their accounts put to work cutting churn and growing revenue, as the vendor frames it.
Nicereply
Best for: Support teams that want one-click CSAT, CES and NPS surveys; the vendor says the low effort for customers brings in more responses.
QuestionPro
Best for: Researchers and marketers who need many question types and ready-made templates, plus a free plan, for surveys well beyond support tickets.
Retently
Best for: Ecommerce and retail brands surveying customers at every touchpoint, where the vendor says AI then turns the feedback into actions.
SatisMeter
Best for: Product teams wanting feedback collection that plugs into their existing tech stack, so customer insight sits next to product data, per the vendor.
Survicate
Best for: Marketers and CX teams surveying customers on every channel and automating feedback flows, with the vendor also pulling insights from several sources.
Want AI doing the heavy lifting in your marketing?
I build the systems that handle the boring 80 percent, so you get your week back. Done properly, with the human kept in.
Usersnap
Best for: Enterprise product teams connecting user signals to what they build, then tracing releases back to that evidence, according to the vendor.
Zonka Feedback
Best for: Customer experience teams that want one platform to listen, analyse and act on feedback, which the vendor describes as feedback intelligence.
How the eight compare
| Tool | Kind of tool | Good for |
|---|---|---|
| CustomerGauge | B2B account feedback | B2B firms linking feedback to account churn |
| Nicereply | Customer experience surveys | One-click surveys sent after support conversations |
| QuestionPro | General survey platform | Survey projects that go beyond support feedback |
| Retently | Ecommerce feedback platform | Online stores collecting NPS, CSAT and CES |
| SatisMeter | In-product feedback | Product teams feeding customer insight into their stack |
| Survicate | Multi-channel feedback | Surveying across channels with automated feedback flows |
| Usersnap | Product evidence platform | Enterprise product teams tracing decisions to user signals |
| Zonka Feedback | Listening and analysis platform | Listening, analysing and acting on feedback in one place |
Plain advice for picking a feedback tool
Don't start with the dashboard. It's tempting, but it's the wrong end of the job. Every feedback tool has a lovely chart, and the chart is the least useful part if the survey never reaches the right customer at the right moment. Start with the moment you want to ask, then pick the tool that fits that moment, then check the reporting last.
Keep the survey short and keep one score as your main measure, so the numbers mean something over time. Then close the loop: tell customers what changed because of their feedback. My guide on improving customer experience with technology covers the wider picture, and my piece on how automation reduces customer churn shows where feedback fits into keeping customers longer.
Mistakes that sink a survey switch
- Changing the question wording at the same time as the tool, which breaks the trend line you've built up.
- Turning on every survey type at once, so customers get asked three different questions in a week.
- Forgetting to route poor scores to a named person, so detractors hear nothing back.
- Leaving old response history behind instead of exporting it before the old account closes.
- Judging the new tool on its first week, before enough answers have come in to show a pattern.
Do you make customer feedback software? Tool makers can ask to be considered for a featured place on this list.
Want your tool on this list? Featured spots and reviews here are paid partnerships. Here's how to partner with me.
Related: Survicate Alternatives: 12 Feedback Tools for Product Teams.
Frequently asked questions
What's the difference between CSAT, NPS and CES?
CSAT measures satisfaction with one interaction, NPS measures how likely someone is to recommend you, and CES measures how easy it was to get something done. Each answers a different question.
Which survey should a support team send?
Most support teams start with CSAT after each conversation because it's quick and tied to one interaction. CES helps when you want to find where customers struggle.
How often should I send an NPS survey?
Not so often that customers tire of it. Many teams send it at set points in the customer relationship rather than after every contact.
Can I keep my old survey results when I switch tools?
Export your response history before you close the old account. Some tools let you import past scores so your trend line carries on.
How do I get more people to answer customer surveys?
Ask at the right moment, keep it to one or two questions, and make the first answer a single click. Showing customers what changed because of feedback also helps.
Do I need customer consent to send surveys?
Rules on contacting customers vary by country, especially for email and text. Check guidance from your regulator and respect each customer's contact preferences.
