How to Choose Customer Feedback Software?

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July 10, 2023
* min read

Customer feedback software is a powerful tool that can turn customer feedback into actionable insights for your business. Choosing the right customer feedback software that aligns with your business goals and requirements will enable you to effectively capture, analyze, and act upon customer feedback, ultimately improving the customer experience.

In this blog post, we’ll discuss the importance of customer feedback software and suggest some key factors you should consider when choosing customer feedback software. 

The Importance of Customer Feedback Software

Customer feedback software is important for several reasons:

  • Customer feedback software allows businesses to systematically collect and organize feedback from customers. It provides a structured approach to capturing valuable insights and suggestions directly from the customer, helping businesses get a better understanding of customer needs and pain points.
  • Feedback software enables businesses to measure customer satisfaction and loyalty through metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). These metrics provide quantifiable data that helps monitor customer sentiment and gauge the effectiveness of customer experience initiatives.
  • Customer feedback software helps identify areas where businesses can improve their products and processes. By analyzing customer feedback, businesses can gain insights into recurring issues, pain points, and gaps in the customer experience, enabling them to make targeted improvements and boost customer satisfaction. 
  • Customer feedback software provides businesses with valuable insights for driving product and service innovation. It helps identify emerging trends and new opportunities, develop and refine offerings, and satisfy evolving needs of the customer.

Things to Consider When Choosing Customer Feedback Software

Choosing the right customer feedback software is crucial for effective feedback collection and analysis. Here are some factors to consider when selecting customer feedback software:

Feedback collection channels

Every business has a unique set of feedback channels, depending on the industry and the preferences of the target audience. When choosing customer feedback software, assess the software's ability to collect feedback through multiple channels, such as surveys, feedback forms, email, review platforms, and in-app feedback. Make sure your solution covers all your channels so that no feedback goes to waste.

Reporting and analytics

Your customer feedback software should help you make sense of your customer feedback and extract important information from large sets of unstructured data, therefore it’s important to consider the reporting and analytics capabilities of the software. Look for features such as real-time dashboards and visualizations as well as the ability to segment, filter or query feedback data. 

Security and data privacy

Ensure that the software adheres to data privacy regulations and has robust security measures in place to protect customer data. Customer feedback often contains sensitive information, so maintaining data security is critical.

Integration and compatibility

To successfully integrate customer feedback software, you need to find a solution that would easily integrate with your existing customer relationship management (CRM) or other relevant systems. Seamless integration will make the data flow more efficient and empower the team to prioritize the voice of the customer and make data-driven decisions. 

Text analytics and sentiment analysis

Qualitative feedback is a goldmine of customer insights, so you should collect and analyze unstructured feedback along with quantitative customer data. To get the most out of unstructured customer data such as comments, reviews, and social media content, find a solution that has sentiment analysis and text analytics capabilities. These features will help you extract meaning from qualitative feedback by automatically categorizing and analyzing sentiment in customer feedback. 

Urgent alerts

Some customer feedback software allows you to optimize customer service and provide immediate support by sending automated alerts or notifications for specific feedback or critical issues. This feature is particularly helpful for software solutions and other areas where customer service plays an important role. 


Scalability is one of the key factors you should consider when choosing any kind of software, including customer feedback software. The perfect choice would be a solution that can accommodate your business’s current and future needs. As your business grows, your customer base and feedback volume will grow too, so you’ll need easily scalable software that will grow with you and meet your evolving needs. 

Closed-loop feedback

Look for software that supports closed-loop feedback processes. This means the ability to follow up with customers, address their feedback, and close the loop by communicating the actions that were taken to resolve their concerns. Closed-loop feedback shows customers that their feedback is valued and prioritized.

Customer support and training

When choosing customer feedback software, consider the level of customer support and training provided by the software vendor. Adequate support and resources help maximize the software's value and address any challenges that may arise.

Multilingual support

If your business operates in multiple regions or serves a diverse customer base, consider whether the software supports multilingual feedback collection and analysis. This feature allows you to gather feedback from customers in their preferred language, enhancing inclusivity and helping you get the most out of your customer feedback. 

Competitive analysis

Consider whether the software provides benchmarking capabilities, allowing you to compare your customer feedback metrics against industry standards or competitors. Benchmarking helps you gain insights into your performance relative to others in your market.

Integration with customer touchpoints

Ideally, your software should integrate with various customer journey touchpoints, such as your website, mobile app, email campaigns, and social media channels. That will enable the collection of feedback at different stages of the customer journey, which is helpful for getting a holistic understanding of the customer journey, identifying your weakest touchpoints, and making targeted improvements. 

Customer segmentation

Check if the software enables you to segment customer feedback based on different criteria, such as demographics, purchase behavior, or customer segments. By identifying specific customer groups with unique needs, you can deliver personalized experiences and tailor your offerings.  

AI-Powered Customer Feedback Analysis

If you’re looking for an affordable customer feedback analysis solution, try Essense. Powered by AI, Essense can analyze thousands of customer reviews in under a minute, integrating feedback from different platforms such as AppStoreTrustRadiusTypeform, and many others. With Essense, you can choose a subscription plan that suits your needs and get a free trial before making a commitment. 

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