Hello, I suggest using a standalone tool for collecting feedback. The leading feedback software on the market are Hotjar, SurveyMonkey, and Typeform but you can take a look at the pros and cons of each to find the right one for your store.
I personally use Hotjar and I'm satisfied with it.
1. Hotjar
This software might ring a bell, especially to SaaS businesses. Hotjar, an analysis and feedback tool, is designed to reveal the online behavior and voice of users on your website.
Overall, it provides an insight into the bigger picture of how you can improve user experience. Hotjar comes with several website feedback tools:
- Polls: You can use these to measure customer satisfaction or how easy/difficult to complete an action on your site
- Surveys: Ask several questions at once, both quantitative and qualitative, i.e., NPS (Net Promoter Score surveys)
- Incoming Feedback: A feedback widget that’s always ready to collect user feedback.
Additional Features:
- Feedback dashboard
- Customize to match your brand
- Track your campaigns on the Hotjar dashboard
Hotjar’s price plans cover more than just customer feedback tools. Based on your plan, you’ll also get heatmaps and screen recordings to understand user pain points.
Drawbacks
- Lack of the ability for the customer to access support directly inside the feedback widget
- Inability to modify the popup window
Pricing:
Free plan: Create and store 3 surveys and Incoming Feedback widgets Paid plans start at $39/mo.
G2 Rating: 4.4/5
2. Typeform
Another survey maker tool designed to capture customer feedback is Typeform. This software is focused on creating online forms that make answering fun.
It highlights the user-friendly design and surveys made for “humans.” That is to say, you can create multistep surveys that ask one question at a time.
Capabilities:
- Quiz maker
- Survey maker
- Form builder
- Poll maker
- Test maker
Features:
- Share or embed forms anywhere (email, social media, website)
- Integrations with a wide range of platforms including Slack, Mailchimp, and HubSpot
- Ready-made templates
Drawbacks
- Inability to reset your survey results
- No mobile app
- Requires a premium account to access many features
- Works only in English
Pricing: Price plans start at $99/mo with a monthly plan while it’s $83/mo yearly.
G2 Rating: 4.5/5
3. SurveyMonkey
SurveyMonkey is also one of the most popular customer feedback tools for websites. You can assess your Net Promoter Score, customer experience, identify customer loyalty trends, and capture live feedback.
It comes with different survey types such as:
- Customer satisfaction
- Customer loyalty
- Event surveys
- Opinion polls
Overview of SurveyMonkey Features:
- Skip logic
- NPS
- Real-time results
- SPSS integration
- Text analysis
- Answer validation
- Custom branding
Drawbacks
- Formatting a survey can be challenging for some users
- When you share a survey via email, it often ends up in the junk email folder
- Sometimes it doesn’t show until you've built the survey a certain way that you have to pay/upgrade to use those features.
Pricing: The Basic Plan is free. Paid plans start at $37/mo.
G2 Rating: 4.4/5
4. SurveySparrow
SurveySparrow is an Omnichannel Experience Management platform built to assess customer experience, employee experience, and product experience. This software claims to “do more than just surveys.”
Here are some of SurveySparrow’s capabilities:
- Surveys: Classic forms, chat surveys, offline kiosks, NPS, 360° Assessments, CES (Customer Effort Score), Customer Satisfaction Score (CSAT)
- Customer Exit surveys
- Insights: custom reports, text analysis, sentiment analysis
- Deliver omnichannel experience: Email share, QR, weblink, embedded share, SMS share, social share, and offline mode
Drawbacks
- Its user interface can feel a bit clunky at times
- Costly for small businesses or teams
- There’s a lack of email marketing features; no way to send reminders easily or even segment audiences.
- As reported by some users, webhooks have trouble connecting to AWS public gateway.
Pricing: 14-day free trial is available. Price plans divide into four categories; Personal, Business, NPS, 360 Assessment. The Business Plan starts at $99/mo.
G2 Rating: 4.5/5
5. Popupsmart
Popupsmart is one of the top lead generation tools on the market. It streamlines the process of creating modern popup forms for your website.
Considering the 3.09% conversion rate of popups, it’s a logical choice to ask for your customers’ feedback with a popup form. Unlike traditional survey forms embedded on a landing page or an email, popup surveys catch your site visitors’ eye instantly on any page.
Popupsmart’s survey forms bring you more feedback than regular surveys:
- Prefill Feature: With this feature, a visitor’s information automatically shows up on the form fields, which is time-saving for the customer. Consequently, the only thing left to do is to hit the send button.
- Visually appealing and UX-friendly design: The less is better when it comes to the usability and UX of survey forms. With Popupsmart, you can ensure that your popup form always looks modern and easy to fill out. (Wide customization options and premade templates)
- Various form inputs: Radio, dropbox, and checkbox input fields
- Company data enrichment: This feature allows you to collect additional data, such as company name, size, and location, without showing them on the form on the customers’ end.
You can also take a look at this blog post for more customer feedback tools reviewed.
