Customer experience is an important KPI in your business. It goes beyond selling a product or a service. People expect a memorable experience right from their initial interaction with the brand up until the post-purchase service. CX protocols in the entire customer journey makes a huge difference. This differentiates a brand in a competitive market.
In this blog, we will explore impactful customer experience solutions with these 10 best CX tools that will supercharge your customer experience game in 2025.
What is an Online Survey Tool?
An online survey tool enables businesses to create interactive surveys to collect customer feedback and capture qualitative and quantitative experiences of people. It is a bridge between customers and organisations. The interaction happens via standard satisfaction metrics and market research surveys.
Online survey tools can help businesses gather customer perspectives via various active survey channels. You can make data-driven decisions to deliver enhanced customer experience.
Here’s what you can do with smart online survey tool:
- Collect feedback at multiple touchpoints in real time without manual hassle.
- Create interactive surveys using rating scales, pre-designed templates and an AI-powered survey generator.
- Access CRM Integrations and automate workflows across departments.
- Analyse customer feedback with features like sentiment analysis, word cloud analysis, AI survey insight and speech to text analysis.
- Get actionable insights (trends and patterns) over the CX dashboard in the form of graphs and charts plotted in real-time.
4 Reasons to Choose an Online Survey Tool
A robust online survey and feedback management tool enables organizations to gather meaningful data, analyze insights, and act decisively to close the feedback loop. Here’s how:
1. Capture actionable customer analytics
Online survey tools facilitate the collection of feedback through satisfaction metrics, surveys, and sentiment analysis. They provide insights across various touchpoints in the customer journey. A well-equipped CX dashboard consolidates this data, offering a comprehensive overview of:
- Customer trends and patterns
- Qualitative feedback and quantitative metrics
- Behavioral insights to drive better decision-making
2. Enhance marketing and customer engagement strategies
The insights derived from survey tools empower marketers and service teams to:
- Create targeted and personalized campaigns, improving engagement and conversion rates.
- Detect detractors quickly, pushing the customer service team to resolve issues and close the feedback loop.
- Identify happy customers and uncover opportunities for cross-selling or upselling.
- Optimize resource allocation by identifying the most active communication channels.
This ensures that marketing strategies are not just data-driven but also customer-centric.
3. Understand and address customer sentiments
Customers express their delight or dissatisfaction based on their experiences. An online survey tool helps businesses:
- Detect pain points and gaps in their product or service.
- Understand customer emotions and behavior patterns.
- Gain insights into satisfaction levels, making it easier to prioritize improvements.
These tools provide a seamless way to measure customer sentiment through features like real-time feedback tracking and advanced analytics.
4. Leverage AI for complex data analysis
Modern survey tools often integrate artificial intelligence (AI) to handle complex customer feedback. AI-powered features like Natural Language Processing (NLP) can analyze emotional metrics, providing deeper sentiment analysis. This ensures businesses can:
- Assess customer feedback across multiple locations and timelines efficiently.
- Extract actionable insights from unstructured data.
- Automate repetitive tasks, freeing up resources for strategic initiatives.
As customer expectations evolve, integrating AI into survey tools becomes essential for scaling feedback management efforts effectively.
5. Streamline decision-making with real-time insights
A powerful online survey tool doesn’t just collect data—it turns it into actionable insights in real-time. Features like customizable dashboards and instant notifications ensure teams can:
- Respond promptly to critical feedback.
- Monitor ongoing campaigns for immediate adjustments.
- Collaborate across departments to deliver a unified customer experience.
10 Best Online Survey Tools For You
Here are some of the robust online survey tools for a modern day marketer. If you are looking to supercharge your business, get a high response rate and improve experience performance, consider.
1. Merren:
Merren is a smart customer experience platform that offers new age tools for the modern day marketer. Here are the features that make Merren shine.
Key features:
- Superfast survey channels: Faster survey channels bring a high response rate. Merren CX offers WhatsApp forms, Facebook messenger surveys, dynamic emails, chatbots and SMS/RCS. Create interactive surveys and get in-moment feedback from your customers.
- Seamless CRM integration: Integrate Merren with any of your preferred CRM platforms. Get in-depth insights of your customers. Learn about answered surveys, opened-unopened surveys, current campaigns and get sentiment analysis on the dashboard.
- Touchpoint scheduler: Steer clear of manual work with Merren’s smart scheduler. Launch surveys automatically at touchpoints or give a gentle nudge in case the questions remain unanswered. Create recurring surveys based on purchase history.
- AI data analysis: Get prompt insights on your campaigns on the CX dashboard. Conduct detailed sentiment analysis and get word cloud segregation that will compile highlights from all the feedback. You can view your campaigns across days, weeks and months in one click.
- Collect multimedia data: Get media rich responses from respondents in the form of audio, photos and videos for qualitative analysis. Merren is robust to collect multimedia data and assess it individually. Convert audio responses with the help of our speech to text results and get sentiment analysis of the audio tone. The AI can even detect sarcasm!
- AI survey builder: Create custom made surveys with our AI survey builder. You can create any form of questionnaire to gauge user persona, capture satisfaction metrics, capture lead generation etc. All it takes is a few clicks for an instant survey. You can customize the questionnaires on the dashboard.
Pricing:
Trial has a 14 day free plan where you can access most features. There are 4 paid plans to choose from:
➤Startup: $39/ month billed annually.
➤Pro: $49/ month billed annually.
➤Business: $159/ month billed annually.
➤Enterprise: price on request.
2. Zonka Feedback
Zonka Feedback is an AI-driven customer feedback and survey platform. It enables businesses to collect, analyze, and act on feedback efficiently. Designed for modern organizations, Zonka Feedback provides the tools you need to enhance customer experiences, measure satisfaction, and improve operational efficiency.
Key features:
- Multi-channel feedback collection: Zonka Feedback ensures seamless feedback collection through multiple channels such as kiosks, websites, and mobile apps. They also offer field surveys. This is required for a well-defined customer journey.
- Real-time feedback alerts: Address customer concerns with instant notifications for responses. Take quick actions to enhance satisfaction.
- Customizable surveys: Create tailored surveys with drag-and-drop editors. Design NPS, CSAT, and CES surveys or other customized formats to meet specific business needs.
- Comprehensive reporting and insights: Access detailed reports and dashboards to analyze feedback trends, sentiment, and areas of improvement. Use heatmaps, sentiment analysis, and real-time metrics to drive decisions.
- Integrations: Connect Zonka Feedback with your favorite CRMs, marketing platforms, and collaboration tools like Salesforce, HubSpot, and Slack for seamless workflows.
- Automation and triggers: Automate survey distribution with triggers based on customer behavior or events like purchases, bookings, or interactions.
- Multi-language support: Collect feedback from a global audience with support for multiple languages.
Pricing:
Zonka Feedback offers flexible pricing plans to suit businesses of all sizes:
➤Starter: $49/month (billed annually)
➤Professional: $99/month (billed annually)
➤Growth: $199/month (billed annually)
➤Enterprise: Price available upon request
3. SurveySensum
SurveySensum is an all-round customer feedback and survey platform. It is designed to help businesses enhance customer experience with actionable insights. With intuitive features and automation, SurveySensum simplifies the feedback collection and analysis process, so that companies can make data-driven decisions.
Key features:
- AI-powered feedback analysis: Leverage AI to analyze customer feedback, uncover hidden patterns, and generate actionable insights through sentiment analysis and text mining.
- Multi-channel feedback collection: Gather feedback effortlessly across channels like chatbots, SMS, WhatsApp, websites, and mobile apps.
- Custom designed surveys: Design surveys tailored to your needs, including NPS, CSAT, CES, or employee experience surveys, with an intuitive drag-and-drop builder.
- Real-time alerts and notifications: Respond to customer concerns instantly with real-time alerts for negative feedback or critical responses.
- Integration with CRMs: Seamlessly integrate SurveySensum with popular CRM tools like Salesforce and HubSpot to streamline workflows and enrich customer profiles.
- Feedback dashboard and reporting: Access a comprehensive dashboard that visualizes customer feedback trends, sentiment analysis, and key metrics over time.
- Automation and triggers: Automate survey distribution based on customer interactions, lifecycle stages, or specific touchpoints to maximize engagement.
Pricing:
Survey Sensum offers a free trial that enables you to collect 25 free responses in a month. However, you can choose between free plans and enterprise plans as per your requirements. SurveySensum offers flexible pricing options to meet the needs of businesses of all sizes:
➤Basic: $49/month (billed annually)
➤Professional: $99/month (billed annually)
➤Enterprise: Price available upon request
4. InMoment
InMoment is a leading experience improvement platform that enables businesses to enhance customer, employee, and product experiences. By combining advanced analytics, AI-driven insights, and seamless integrations, InMoment helps organizations turn feedback into actionable strategies for growth and loyalty.
Key features:
- Integrated experience platform: Consolidate customer, employee, and market feedback into a unified platform to gain a holistic view of experiences.
- Reputation management: monitor online presence by tracking reviews and closing the feedback loop. It helps address customer concerns and make positive brand impressions.
- Journey mapping and analysis: Understand the customer journey across various channels to identify pain points and opportunities for improvement.
- Seamless integrations: Connect InMoment with leading CRM and marketing platforms such as Salesforce, Adobe Experience Cloud, and Microsoft Dynamics to streamline workflows.
- Employee experience management: Collect feedback and emotional metrics from employees to drive improvement and workplace upgrades. Improve employee experience, performance and get insights into an employee’s journey.
Pricing:
InMoment provides tailored pricing solutions based on the size and specific needs of your business. Contact their sales team for detailed pricing information.
5. Qualtrics XM:
Qualtrics XM is a well equipped customer experience management software that provides insights into various customer interactions at any given touchpoint. The Qualtrics CX dashboard gives a perfect overview of consumer behaviour and detailed insights.
Key features:
- Unified Experience Management: Manage customer, employee, product, and brand experiences on one platform for seamless integration and consistency.
- AI-powered insights: Leverage machine learning to analyze customer feedback and generate predictive insights for data-based decision-making.
- Customizable surveys: Easily create tailored surveys to gather targeted feedback from customers, employees, and other stakeholders.
- Real-time feedback: Collect and act on feedback in real-time, ensuring timely improvements and adjustments.
- Data security: Qualtrics XM offers enterprise-grade security to safeguard sensitive data.
Pricing:
Qualtrics offers different plans for various teams. You can request a free demo or talk to a sales representative while making a decision.
6. Zendesk:
Zendesk has been a popular customer service tool among marketing and business professionals. While it offers a comprehensive solution for communication with your patrons, you can also build a custom chatbot for your website.
Key features:
- Omnichannel support: Provide seamless customer service through messaging, live chat, voice, and emails. This ensures that all interactions are unified and in-context.
- AI-powered tools: Zendesk offers AI-powered tools to automate responses, suggest solutions and enhance agent productivity.
- Help centre integration: Clients can create a self-service help centre to empower customers to resolve issues independently.
- Agent workspace: There are consolidated workspaces for agents that enable them to manage multiple interactions efficiently.
Pricing:
This powerful saas platform is easy to use among small teams or across larger organisations. Zendesk also provides a free trial to help you test the waters beforehand.
➤Suite Team: $55 per agent/ month billed annually.
➤Suite Growth: $89 per agent/ month billed annually.
➤Suite Professional: $115 per agent/ month billed annually.
➤Enterprise: Enterprise
7. Survicate:
Survicate empowers businesses to gather customer feedback and improve CX. This CX platform offers easy-to-use tools and integrations.
Key features:
- Website surveys: Engage visitors with targeted surveys to collect real-time feedback on your website.
- In-App surveys: Clients can collect customer insights directly from the users within mobile or web apps.
- Email and link surveys: Share surveys through email or custom links to reach a broader audience.
- Integrations: Seamlessly integrate with tools like Slack, HubSpot, or Intercom for better workflow.
Pricing:
Survicate can help you get paid insights with a 10 day free plan without any credit card commitments. However, there are 3 paid plans:
➤Essential: Starts at $89/month.
➤Professional: Starts at $179/month.
➤Ultimate: Custom pricing for larger enterprises.
8. Salesforce:
Salesforce is a robust and well-known CRM software in the industry. It helps you personalize communication, track individual insights, and create smart workflows as per your business requirements.
Key features:
- Sales Cloud: Clients can direct sales funnel and close deals faster with comprehensive sales automation tools.
- Service Cloud: Customers can enjoy faster resolution times and personalized support. Service cloud enhances customer service.
- Marketing Cloud: Build stronger customer relationships with data-driven marketing strategies.
- Integrations: Connect with various business apps to streamline operations and improve efficiency.
Pricing:
Salesforce offers several pricing plans based on the type of product (Sales Cloud, Service Cloud, Marketing Cloud, etc.)
➤Essentials: $13.50/user/month.
➤Professional: $40.50/user/month.
➤Enterprise: $81.00/user/month.
➤Unlimited: $162.00/user/month.
The Salesforce starter suite offers a free plan for 30 days without any credit card commitments.
9. SurveySparrow:
SurveySparrow offers an omnichannel CX platform. It has a wide variety of surveys and AI integrated features for marketing professionals. .
Key features:
- AI surveys: AI-powered survey maker to create smart and dynamic surveys. You can create surveys based on respondents’ interactions.
- Custom made survey templates: Use 1000 pre-designed survey templates tailored to specific customer needs.
- Ticket management: Enables brands to follow up with users and close the customer feedback loop.
- CX insights: Access an analytics dashboard providing insights on every response. Use analytics reports to make informed decisions for future strategies.
Pricing:
Survey Sparrow starts at $19/month. The platform offers prices for individuals and teams based on various plans you choose.
10. SurveyMonkey:
SurveyMonkey is one of the oldest and well-known customer feedback platforms. It is an all-in-one customer experience solution platform for many organisations. It can help design feedback forms to collect feedback or conduct market research. SurveyMonkey has recently integrated AI in their functions to offer helpful insights.
Key features:
- Pre-designed templates: Choose from over 1000+ pre-designed templates for market research, Net Promoter Score, employee engagement, product testing and more.
- CRM integrations: Integrate with 100+ applications and plug-ins to automate your work for seamless experience management.
- AI-powered survey generator: This segment is under the SurveyMonkey Genius. It is powered by machine learning to offer better surveys that generate high quality insights.
- Market research solutions: Access the AI-powered insights to make data-driven decisions.
Pricing:
SurveyMonkey has freemium plans but you need to access advanced features with paid plans.
➤Premier annual: INR 3999/month.
➤Standard monthly: INR 899/month.
➤Enterprise: price on request
Key Features of a Good Customer Feedback Software
Pre-designed survey templates
- Build customer satisfaction and feedback surveys using pre-designed, code-free templates.
- Includes simple drag-and-drop functionality, eliminating the need for technical expertise.
Collaboration through comprehensive dashboards
- Facilitate team collaboration with centralized dashboards.
- Empower support agents to view survey reports, analyze feedback, detect pain points, and make data-driven decisions.
Omnichannel feedback collection
- Collect feedback using an omnichannel approach, including messenger applications like WhatsApp and Facebook Messenger.
- Boost response rates, enhance customer engagement, and derive valuable insights.
CRM integration
- Integrate with CRM systems to automate workflows, launch rewards and incentives, and manage detractors/promoters.
- Map customer journeys across touchpoints seamlessly.
Customer experience automation
- Automate closing feedback loops on preferred survey channels.
- Capture metrics like NPS, CSAT, and CES hands-free.
- Deploy post-purchase surveys and gather insights on a unified platform.
Conclusion
A good CX tool will empower you to catch the pulse of your consumers at multiple active touch points. While you assess these interactions, teams can have a collaborative effort to improve any service gaps. This will make your user base happy and in turn, bring in more business. Increase customer loyalty, enhance user experience on platforms and create well-planned marketing strategies.