Choose a survey tool by where your customers will answer it. If most feedback comes after support conversations, a help desk survey tool fits best. If you need answers inside your product or across several channels, look at multi-channel feedback platforms, and for account-level B2B tracking, pick a tool built around retention.
Three questions decide which customer survey tool should replace SatisMeter for you, and none of them is about the survey itself:
- Where will customers see the question: in your app, in an email, or after a chat with support?
- Where should each response go next, and who's expected to act on it?
- How will you track the score over months, and compare it by customer type or team?
Keep those answers in mind as you read. Here are eight NPS, CSAT and feedback tools, in no particular order, with the comparison table first because the channel column does most of the sorting for you.
SatisMeter alternatives compared
| Tool | Main use | Good for |
|---|---|---|
| CustomerGauge | B2B account feedback | B2B firms tying feedback to account retention |
| Nicereply | CX management platform | One-click ratings after support conversations |
| QuestionPro | General survey platform | Building wider surveys beyond a single score |
| Retently | Ecommerce feedback | NPS, CSAT and CES for online retailers |
| Simplesat | Help desk surveys | Ratings inside help desks such as Zendesk or Gorgias |
| Survicate | Multi-channel feedback | Surveying every channel and automating follow-up |
| Usersnap | Product feedback platform | Product teams tracing releases back to user signals |
| Zonka Feedback | AI feedback intelligence | Listening, analysing and acting on CX feedback |
Where your survey lives matters more than the score
SatisMeter's own homepage keeps its description light, calling itself a handy way to collect feedback and plug customer insight into your tech stack. That framing is a useful reminder: the survey question is the easy part. NPS, CSAT and CES questions are standard, and almost every tool here can ask them. The difference is in the plumbing around the question.
Test three things in any replacement. Where does the survey appear, and does it reach customers at the moment their opinion is freshest? How are responses routed: does a low score open a ticket, alert an account manager or just sit in a dashboard? And how are scores tracked over time, so you can tell whether a change you made helped? Tools in this category split by who they're built for and how much you set up yourself, so run the same real survey through each before you decide.
Grouped by where customers answer
Inside the help desk
Simplesat and Nicereply are built around support. They put a quick rating at the end of a conversation and pull responses back into the help desk your agents already use. If your feedback programme is mostly about service quality, start here.
Ecommerce and retail journeys
Retently is aimed at ecommerce and retail brands, collecting NPS, CSAT and CES across the shopping journey and using AI to suggest what to do with the answers.
In-product and multi-channel feedback
Survicate covers several channels and automates feedback flows, Usersnap ties user signals to product decisions and releases, and Zonka Feedback brings listening, analysis and action together in one platform. These suit product and marketing teams who need more than one survey type.
Account-level and general surveys
CustomerGauge focuses on B2B accounts and links feedback to churn and revenue, which matters if one account means many users. QuestionPro is a general survey platform with a wide range of question types and templates, useful when your NPS programme sits alongside longer research surveys.
All eight NPS and CSAT tools, A to Z
Alphabetical and in no particular order. Every line reflects what the vendor says about its own tool.
CustomerGauge
Best for: B2B companies that want customer data used to reduce churn and grow revenue in existing accounts, which is the vendor's whole pitch.
Nicereply
Best for: Support teams wanting one-click CSAT, CES and NPS surveys to gather more responses, as the vendor describes its customer experience platform.
QuestionPro
Best for: Researchers and marketers who need longer surveys too, with many question types and ready-made templates on what the vendor calls its free survey platform.
Retently
Best for: Ecommerce and retail brands collecting NPS, CSAT and CES across the customer journey, with AI turning responses into actions according to the vendor.
Simplesat
Best for: High-volume support desks that want surveys inside their help desk and responses routed to the right person automatically, per the vendor.
Survicate
Best for: Product and marketing teams running surveys across channels, automating feedback flows and pulling insight from several sources, as the vendor puts it.
Usersnap
Best for: Enterprise product teams; the vendor calls itself a product evidence platform that links user signals to build decisions and releases.
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Zonka Feedback
Best for: CX teams wanting one place to listen, analyse and act on feedback, which the vendor positions as AI feedback intelligence.
Practical advice for switching feedback tools
Start from the decision you want the feedback to drive. If you want to coach support agents, you need scores tied to individual conversations, so a help desk survey tool will do more for you than a broad platform. If you want to know whether a new feature landed, you need in-product surveys tied to user segments. And if you sell to businesses, an account view matters more than individual scores.
Don't let the new tool's extra features tempt you into surveying everyone about everything. It's easy to add questions and hard to act on the answers, and customers who've been asked too often stop replying. You'll get more from one short survey that someone reads every week than from five that nobody owns.
Keep your questions identical through the switch, wording and scale included, or your trend line breaks. If you want a refresher on the metrics themselves, read my explainer on what CSAT means, and for more options see my list of NPS survey tools.
Keeping your score history when you move
The most valuable thing in your current tool isn't the survey, it's the history. Export every response with its date, score, comment and any customer attributes you've attached, and keep a copy outside both tools. Most platforms let you import past responses, but check how they handle dates and segments before you rely on it.
Run the old and new surveys side by side for a short overlap if you can, sending each to a different slice of customers. That shows whether a change in score comes from your customers or from the new tool's timing and design. Then switch off the old survey cleanly, so nobody gets asked twice.
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.
Frequently asked questions
What's the difference between NPS, CSAT and CES?
NPS asks how likely someone is to recommend you. CSAT asks how satisfied they were with a specific experience. CES asks how easy it was to get something done.
Where should I show an NPS survey?
Wherever customers have had enough time to form a view, often in your app or by email after they've used the product for a while. Support surveys work best straight after a conversation.
How often should I survey customers?
Often enough to spot trends, but not so often that people tune out. Many teams survey each customer no more than a few times a year for NPS, with support surveys after each conversation.
Can I keep my old survey results after switching tools?
Usually, if you export them first. Keep the raw responses with dates and scores so you can import them or at least compare trends by hand.
What should happen after a low score?
Someone should follow up, ideally within a day or two. Route low scores to the person who can fix the problem, not just to a shared dashboard.
Do survey tools need consent from customers?
Rules on contacting customers and storing their answers vary by country. Check the data protection regulator where you operate before you change how surveys are sent.
