6 Best Customer Satisfaction Survey Tools

Looking for a customer satisfaction survey tool?

You’re in the right place then. Below, you’ll discover the best CSAT software on the market today.

But let me tell you this first…

Customer surveys are an ideal strategy to learn about your customer experiences and engage your userbase.

But here’s the catch: You can’t uncover such insights without a dedicated online survey tool that can collect feedback and deliver the insights you seek.

It just won’t happen without it.

I know all about it; when we started building Refiner, we wanted to create a customer satisfaction survey tool focused mainly on SaaS companies. Being a SaaS business ourselves, we had a clear understanding of the struggles faced by software-as-a-service startups in their early stages.

So if you’re a SaaS maker and you’ve just started researching the customer satisfaction software on the market, read on! 

We’ll tell you about different major customer satisfaction survey tools – Satismeter, Delighted, AskNicely, Wootric, and Qualtrics – and how our product – Refiner – compares with them.

What features are important in a customer satisfaction survey tool?

We believe that a CSAT survey tool should have a minimum set of features in order to really give SaaS companies visibility into the most important customer metrics. 

So here are our must-have features:

• CSAT surveys – Standard questions and the possibility to customize them as needed.
• CES and NPS surveys – The two are an absolute must-have of any survey platform to give you the full picture and help you understand what your customers like and dislike about your SaaS product.
• In-app and website surveys – Your customers are more likely to reply to in-app micro-surveys than to email or website questionnaires.
• Branching logic to be able to segment your customer base and survey only specific clients. 
• Segmentation by user traits and behaviors, to personalize your customer surveys.
• One-off and recurring survey options, so that you can control who sees the questions and when. 
• Reporting dashboard that allows you to filter and segment your data, or integrations with an analytics tool.
• Integrations with marketing automation tool, to reduce the manual work involved in triggering workflows based on the feedback received. 
• Branding options or white label possibilities, to give the survey widgets your brand’s look and feel and maintain consistency.

And here are some nice-to-have features for CSAT tools: 

• Star and heart ratings
• Dynamic CTAs
• Multiple slide-in positions
• Localization options
• Hosted survey pages
• Email or Slack notifications 
• Page visit triggers
• Time based triggers
• Email embedding options
• Downloadable exports 
• Multiple team members

The Best CSAT Software

#1. Refiner

Best for: Small and medium-sized B2B SaaS companies who need an easy to set up, flexible and beautiful tool with great analytics and reporting features.

Refiner – full disclaimer: This is our tool, which is the complete customer satisfaction survey platform for SaaS. With Refiner, you can run NPS and CSAT surveys, star ratings, use skip logic, and conduct a ton of other research that will help you improve customer service and satisfaction. 

Refiner allows you to send unlimited questions and use various question types, including rating and multiple-choice questions.

Refiner doesn’t offer a free version. But you can choose from three paid versions, delivering all the functionality you’d need to run effective customer satisfaction surveys.

#2. Satismeter

Best for: Enterprise companies.

Satismeter is an enterprise-level software dedicated primarily to collecting NPS scores.The company offers a basic toolset for running NPS survey, and the ability to look and feel of the survey. 

Satismeter integrates with Salesforce, Shopify, and other platforms through Zapier.

#3. Delighted

Best for: Small businesses.

Delighted is a tool similar to Refiner. Both focus on collecting customer feedback and helping teams launch various surveys, including CSAT. But while Refiner is quite a robust tool offering both basic and advanced capabilities, Delighted focuses on simplicity. It’s a great tool for running NPS or CSAT surveys, but it does not offer the ability to run in-app surveys or messages.

#4. AskNicely

Best for: Field service teams.

AskNicely also focuses on NPS scores primarily, allowing customers to collect feedback via email, web, SMS surveys but also, their mobile app that field teams can present customers to collect feedback after successful service delivery.

With AskNicely, you can also automate sending surveys, and integrate results with a CRM system to act on them further. 

#5. Wootric

Best for: Large and enterprise-level companies

Wootric is a robust customer experience platform that helps companies with all aspects of customer experience. As part of its toolset, it also offers the ability to run CSAT surveys, NPS surveys, and several others. The platform supports survey delivery through email, SMS, Intercom messenger, and in-app surveys.

The tool can also monitor customer experience across the entire buyer’s journey, to deliver better customer experience feedback. 

#6. Qualtrics

Best for: Enterprise

Qualtrics is an all-in-one solution for various types of customer experience research. From customer satisfaction surveys, brand and employee experience insights, to product experience, Qualtrics offers a whole range of research capabilities. 

And that’s it….

Now you know what are the best CSAT survey tools to evaluate.

Good luck!