Best Customer Satisfaction Survey Software in 2025 [Features]

Customer satisfaction software helps you understand how clients really feel after an interaction. No more guessing games. Whether it’s a quick CSAT survey or in-depth feedback across channels, these tools make it easier to spot what’s working and fix what’s not.

And it matters as 84% of companies^[1] that work to improve customer experience see an increase in revenue.

In this article, we’ll break down what customer satisfaction software actually does, which features to look for, and which tools are worth your time.

What customer satisfaction software does

Customer satisfaction software helps you collect and act on real-time feedback, giving your team a clearer view of what’s working and what isn’t.

Here’s a more detailed view of how it works.

It captures real-time feedback across channels

Tools like Tidio make it easy to gather feedback through CSAT ratings, chat surveys, and in-chat flows. Whether the conversation ends with a live agent or Lyro AI, you can send a satisfaction survey automatically using emojis, star ratings, or short-form questions. You can also set up custom flows to trigger and collect feedback at the key moments of the customer journey.

Tracks sentiment across touchpoints

Aside from collecting ratings, CSAT tools help you organize feedback across each interaction. For example, with Tidio, you can see customer sentiment for both human and AI conversations, view analytics over time, and filter responses by channel or agent.

Flags trends and supports performance reviews

Feedback tools surface patterns that might otherwise be missed, like repeated low scores tied to a specific issue or team member. In Tidio, agent-level CSAT scores appear in the Analytics section, making it easier to spot strengths or emerging product concerns before they grow.

Read more: Learn more about how to collect customer feedback using Tidio.

Key features to expect in customer satisfaction software

Not all customer satisfaction software is created equal. When evaluating tools, look for features that go beyond basic survey forms and help you connect feedback with real business outcomes.

Here’s what to look for:

• Survey customization: look for tools that let you tailor surveys to your tone, goals, and audience, whether it’s emoji-based ratings or open-text customer feedback. Customization improves response rates and quality. In fact, personalized surveys can boost response rates by up to 48%^[1].
• Integrations with help desk and CRM platforms: your feedback tool should connect directly with platforms like Zendesk, HubSpot, or Intercom. This way, you’ll be able to link survey data to individual tickets and customers. 
• Reporting dashboards: dashboards turn feedback into insights, showing patterns in satisfaction over time, by channel, or by agent. With strong survey design and timing, 20–30% of customers typically respond^[1], providing a reliable sample size for decision-making
• Real-time alerts for low satisfaction scores: immediate alerts let your team step in before small issues escalate into churn. Proactively resolving customer complaints can increase customer satisfaction by up to 33%^[1].

Read more: Here’s how you can measure customer satisfaction of any business.

A list of the 5 best customer satisfaction survey software

Customer satisfaction tools come in many forms. Some focus on fast, post-chat ratings, while others offer detailed survey logic and broader analytics. 

To help you navigate the options, we’ve reviewed five survey software for customer satisfaction that balance ease of use, actionable insights, and integration with your support stack. 

Tool	Rating (G2)	Free Plan	Best For
Tidio	4.7/5 ⭐️	✅	Chat, AI support + CSAT in one platform
Freshdesk	4.4/5 ⭐️	✅	Omnichannel support + automated CSAT surveys
Delighted	4.7/5 ⭐️	✅	Simple NPS/CSAT surveys with clean dashboards
Nicereply	4.5/5 ⭐️	Free trial	Agent-level CSAT + real-time alerts
SurveyMonkey	4.4/5 ⭐️	✅	Customizable CSAT/NPS surveys & analytics

1. Tidio

Rating: 4.7/5 ⭐️ (1,750+ reviews on G2)

Tidio is an all-in-one AI customer support platform that combines live chat, AI agent (Lyro), and post-interaction customer satisfaction surveys. It lets you automatically request ratings and comments after agent or AI-led conversations. With adjustable timing, multi-channel deployment, and tag-based flows triggered after resolution, Tidio makes gathering customer sentiment easy.

Main Features:

• Pre- and post-chat surveys
• Automated feedback collection via custom flows 
• The option to leave additional comments with the rating
• Separate triggers for live agents or Lyro-solved interactions
• Analytics dashboard showing live CSAT trends and agent/AI performance

Pricing:

• 7-day free trial available
• Free version available
• Starter ($24.17/mo)
• Growth (starts at $49.17/mo)
• Plus (starts at $749/mo)
• Premium (starts at $2999/mo)

2. Freshdesk

Rating: 4.4/5 ⭐️ (3,550+ reviews on G2) 

Freshdesk by Freshworks offers multichannel ticketing supported by Freddy AI for intelligent customer service automation. The platform’s CSAT surveys are built into the ticket lifecycle and can be triggered automatically after resolution. With a clean, user-friendly interface and flexible configuration options, the platform is well-suited for both growing teams and large-scale operations.

Pros:

• Easy-to-use support workflows
• Robust automation features
• Integrations with over 150 apps (Shopify, Jira, Google Workspace, etc.)

Cons:

• Workflow and report customization options are limited unless you upgrade to Pro or Enterprise plans
• Users report slower mobile performance when handling larger ticket volumes 

Pricing:

• Free version available
• Growth ($15/agent/mo)
• Pro ($49/agent/mo)
• Pro + AI Copilot ($78/agent/mo) 
• Enterprise ($79/agent/mo)

Read more: Here are the best Freshdesk alternatives and competitors.

3. Delighted

Rating: 4.7/5 ⭐️ (60 reviews on G2)

Delighted is a customer satisfaction score software that focuses on fast feedback collection using NPS, CSAT, and CES surveys that are easy to launch and brand. You can send these surveys via email, SMS, web, or link, and the dashboard updates in real time as responses come in. Delighted is especially strong in its visual simplicity and clean reporting. 

Pros:

• Streamlined UI for fast deployment 
• Real-time dashboards and widgets across web, email, and SMS 
• G2 integration helps automatically trigger review requests right after survey responses 

Cons:

• Lacks advanced branching, skip logic, and skip paths in survey design 
• Some users report occasional slow performance when accessing the dashboard

Pricing:

• Free version available
• Starter ($17/mo)
• Growth ($35/mo)
• Advanced ($134/mo)
• Premium ($224/mo)

4. Nicereply

Rating: 4.5/5 ⭐️ (430+ reviews on G2) 

Nicereply is a customer feedback tool designed for support teams that want direct, per-agent feedback. Agents receive real-time notifications about new ratings, and managers can access detailed reports by team, individual, or rating type. Moreover, you can customize the look of your surveys and send them after each ticket. 

Pros:

• A combination of agent-level dashboards with tools like Zendesk
• Real-time alerts for low ratings
• Full feedback suite (CSAT, NPS, CES) on the same platform

Cons:

• Dashboard configuration can be overwhelming for new users 
• Lower-tier plans don’t support advanced survey logic 

Pricing:

• Free 14-day trial available
• Starter ($59/mo) 
• Essential ($119/mo) 
• Growth ($239/mo) 
• Business ($359/mo) 

5. SurveyMonkey

Rating: 4.4/5 ⭐️ (23,450+ reviews on G2)

SurveyMonkey is a comprehensive survey platform that goes far beyond CSAT, offering advanced survey logic, custom branding, benchmarks, and statistical tools. The platform is well-suited for companies running customer satisfaction programs alongside broader research initiatives. It supports A/B testing and multilingual surveys, and higher-tier plans unlock white-labeling capabilities. Teams can manage surveys collaboratively using shared libraries. The platform also makes it easy to compare data and track trends through advanced filtering and visualization options.

Pros:

• Highly customizable surveys with advanced logic and multilingual support 
• Robust analytics, including multi-survey dashboards and benchmarking 
• Powerful API and integrations 

Cons:

• It can be overwhelming for teams that need only basic CSAT quick checks 
• The inability to edit responses after submitting a survey can be frustrating

Pricing:

• Free version available
• Team Advantage (€30/user/mo)
• Team Premier (€75/user/mo)
• Enterprise (Custom pricing)

Turn feedback into results with Tidio

Customer satisfaction software is only useful if it helps you act. The right platform gives you a clear view of what needs attention and where improvements will have the most impact. It should fit naturally into your existing systems and give your team what they need to make informed decisions, not more work.

Tidio does exactly that. 

It collects feedback at the point of contact and brings those insights straight into your help desk, whether you’re using live chat, ticketing, or AI conversations. Everything is measured in real time, so you can stay focused on providing a high-quality customer experience.

Try Tidio for free and build a support setup that improves satisfaction.