# Best Feedback Analytics Software

  *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)*

   Feedback analytics software enables businesses to consolidate and analyze their customer feedback within a single platform. This type of software leverages the capabilities of [natural language processing (NLP) software](https://www.g2.com/categories/natural-language-processing-nlp) to extract actionable insights from unstructured text data, which can be sourced from a variety of different feedback channels, such as review sites, social media, surveys, and customer service tools. Feedback analytics software helps businesses analyze customer sentiment and uncover trends or patterns, empowering them to take action on feedback and improve customer experience (CX).

Feedback analytics solutions allow users to import feedback through integrations with [survey software](https://www.g2.com/categories/survey), social media, and customer service software such as [help desk software](https://www.g2.com/categories/help-desk), [live chat software](https://www.g2.com/categories/live-chat), and [enterprise feedback management software](https://www.g2.com/categories/enterprise-feedback-management). All-in-one feedback analytics solutions offer these integrations in addition to built-in survey capabilities for soliciting customer feedback or reviews. Businesses may also use [text analysis software](https://www.g2.com/categories/text-analysis) for analyzing other types of unstructured text data; however, feedback analytics software is designed specifically for extracting insights from customer feedback.

To qualify for inclusion in the Feedback Analytics category, a product must:

- Centralize customer feedback collected from multiple sources and channels
- Use NLP to extract insights from text feedback, including key phrases, sentiment, and trends
- Provide dashboards and visualizations for text data
- Integrate with review sites, survey tools, or help desks through which users can source customer feedback





## Category Overview

**Total Products under this Category:** 226


## Trust & Credibility Stats

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 43,600+ Authentic Reviews
- 226+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.


## Best Feedback Analytics Software At A Glance

- **Leader:** [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews)
- **Highest Performer:** [Edge](https://www.g2.com/products/eyerate-reviews-edge/reviews)
- **Easiest to Use:** [Glassbox](https://www.g2.com/products/glassbox/reviews)
- **Top Trending:** [Enterpret](https://www.g2.com/products/enterpret-inc-enterpret/reviews)
- **Best Free Software:** [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews)

## Top-Rated Products (Ranked by G2 Score)
  ### 1. [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews)
  SurveyMonkey is the world’s most popular platform for surveys and forms, built for business and loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-assisted technology, it’s like having a team of expert researchers right at your fingertips. Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at http://surveymonkey.com.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 23,152

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.2/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.1/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 7.7/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [SurveyMonkey](https://www.g2.com/sellers/surveymonkey)
- **Company Website:** https://www.surveymonkey.com/?
- **Year Founded:** 1999
- **HQ Location:** San Mateo, CA
- **Twitter:** @SurveyMonkey (42,931 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/surveymonkey/ (1,412 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Teacher, Owner
  - **Top Industries:** Education Management, Hospital & Health Care
  - **Company Size:** 36% Small-Business, 34% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (376 reviews)
- Ease of Creation (171 reviews)
- Intuitive (121 reviews)
- Simple (114 reviews)
- Helpful (96 reviews)

**Cons:**

- Expensive (116 reviews)
- Limitations (91 reviews)
- Survey Issues (79 reviews)
- Limited Features (70 reviews)
- Limited Customization (62 reviews)

  ### 2. [Birdeye](https://www.g2.com/products/birdeye/reviews)
  Birdeye is the #1 agentic marketing platform for multi-location brands, trusted by the biggest multi-location brands globally including H&R Block, Aspen Dental, and Caesars Entertainment. One Platform Replace your fragmented stack with a single enterprise platform that manages reviews, listings, social, AI visibility, surveys and more across locations. Unified Data Aggregate signals from reviews, social, messaging, surveys, listings and third party integrations such as CRM into a single customer profile per location - powering personalized campaigns and smarter AI execution AI Agents That Execute Configure AI agents with your brand voice, custom triggers, and location-level rules. They respond to reviews, publish social posts, engage leads via chat, and surface actionable insights — automatically, at scale. Built for Multi-Location Complexity Designed from the ground up for multi-location brands. Features like role-based access, tiered approvals, and location-level reporting give corporate and local teams the control they need. Enterprise-Ready: SSO, audit logging, HIPAA, SOC 2, GDPR compliance.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 3,897

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.7/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 9.0/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 9.0/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Birdeye](https://www.g2.com/sellers/birdeye)
- **Company Website:** https://www.birdeye.com
- **Year Founded:** 2012
- **HQ Location:** Palo Alto, CA
- **Twitter:** @BirdEye_ (5,230 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2837064/ (1,430 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Owner, Marketing Manager
  - **Top Industries:** Hospital & Health Care, Real Estate
  - **Company Size:** 48% Small-Business, 35% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (1070 reviews)
- Helpful (1068 reviews)
- Review Management (884 reviews)
- Customer Support (748 reviews)
- Features (607 reviews)

**Cons:**

- Missing Features (248 reviews)
- Improvement Needed (173 reviews)
- Review Management (169 reviews)
- Limited Features (150 reviews)
- Learning Curve (143 reviews)

  ### 3. [Glassbox](https://www.g2.com/products/glassbox/reviews)
  Glassbox is a customer intelligence and digital experience analytics platform designed to help enterprises understand, optimize, and enhance the customer experience and digital accessibility of their digital channels. One of the standout features of Glassbox is its capability to securely capture 100% of user sessions across both web and mobile applications. This end-to-end visibility allows teams to analyze every step of the customer journey, effectively pinpointing friction points and enabling real-time action. By utilizing advanced artificial intelligence, Glassbox captures and analyzes data from every online interaction, providing businesses with a comprehensive view of customer behavior and preferences. This wealth of data empowers organizations to act swiftly, transforming raw data into actionable insights that improve both the customer experience and the conversion rate. Large global enterprises in sectors such as finance, insurance, and healthcare, Glassbox serves as a vital tool for uncovering the root causes of customer challenges. It assists organizations in remediating customer experience issues and creating digital journeys that are inclusive, seamless, and engaging. The platform’s AI-powered insights not only enhance accessibility monitoring but also incorporate fraud prevention capabilities, giving organizations the agility to respond to issues within minutes and adapt to the evolving needs of their customers. Glassbox has been recognized by G2 as a leader in customer intelligence solutions and product analytics, reflecting its effectiveness in delivering the clarity and confidence that enterprises require. By providing a robust framework for creating compliant, accessible, and impactful digital experiences, Glassbox stands out in its category, offering unique selling points that cater to the diverse needs of its users. With its focus on data-driven decision-making and customer-centric strategies, Glassbox is positioned as a crucial ally for organizations aiming to thrive in the digital landscape.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 786

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 9.9/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 9.9/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 9.9/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Glassbox](https://www.g2.com/sellers/glassbox)
- **Company Website:** https://www.glassbox.com/
- **Year Founded:** 2010
- **HQ Location:** London
- **Twitter:** @GlassboxDigital (1,810 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/10491772/ (270 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Digital Analyst, Product Owner
  - **Top Industries:** Financial Services, Insurance
  - **Company Size:** 77% Enterprise, 18% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (210 reviews)
- Session Replay (190 reviews)
- Insights (174 reviews)
- Helpful (132 reviews)
- Customer Understanding (122 reviews)

**Cons:**

- Session Issues (70 reviews)
- Not Intuitive (65 reviews)
- Session Management (62 reviews)
- Learning Curve (61 reviews)
- Missing Features (54 reviews)

  ### 4. [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews)
  Medallia Experience Cloud, an award-winning SaaS platform, leads the market in helping organizations understand, manage and improve the experiences of their customers, employees, and citizens. Medallia is equipped with the most comprehensive capabilities for capturing feedback and experience signals wherever customers are interacting, including: email, social, digital web and in-app, conversational messaging and connected devices. And, when combined with operational and transactional data fed into Medallia, organizations can understand every touchpoint along every customer journey. Medallia Athena brings AI and Machine Learning to the platform, detecting patterns, uncovering issues and new business opportunities, and predicting behavior, all to focus attention for smarter business decisions. Medallia delivers these insights in real-time, across the organization, so that the voice of the customer can be embedded in daily decisions made by everyone, from the frontline to the C-suite. Using Medallia Experience Cloud, organizations can make demonstrable improvements to the customer experience and employee experience, reducing churn, turning detractors into promoters and buyers, and creating in-the-moment cross-sell and up-sell opportunities. All of which help companies deliver clear and potent returns on investment. Learn what Medallia can do for your organization by requesting a demo at https://www.medallia.com/contact-us/


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 201

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.1/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.4/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.1/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Medallia](https://www.g2.com/sellers/medallia)
- **Company Website:** https://www.medallia.com/
- **Year Founded:** 2001
- **HQ Location:** San Francisco, CA
- **Twitter:** @Medallia (12,244 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/49697/ (1,927 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Hospitality, Financial Services
  - **Company Size:** 63% Enterprise, 21% Mid-Market


#### Pros & Cons

**Pros:**

- Feedback Management (17 reviews)
- Helpful (16 reviews)
- Ease of Use (15 reviews)
- Customer Support (11 reviews)
- Insights Generation (11 reviews)

**Cons:**

- Learning Curve (6 reviews)
- Limitations (6 reviews)
- Steep Learning Curve (6 reviews)
- AI Limitations (5 reviews)
- Difficult Reporting (4 reviews)

  ### 5. [Edge](https://www.g2.com/products/eyerate-reviews-edge/reviews)
  Edge (formerly EyeRate), the leading employee-driven growth platform, unlocks employees as a thriving sales and marketing channel for multi-location service brands like European Wax Center, Massage Envy, Gold’s Gym, Driven Brands, and Xponential Fitness. The Edge (Employee-Driven Growth Engine) platform transforms frontline teams into a trusted network of brand promoters with employee rewards that are aligned to sales growth. Edge’s industry-leading technology integrates with major Point of Sale (POS) systems enabling corporate and franchise teams to automate their customer feedback and sales competitions for thousands of locations. Edge equips operational managers to improve employee recognition with rewards for driving positive online reviews. We are headquartered in Sacramento and backed by investors like Mucker Capital, Jason Calacanis’ Launch Accelerator, and Moneta Ventures to redefine how frontline employees earn and service brands win.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 191

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 9.3/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 9.4/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 9.2/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Edge](https://www.g2.com/sellers/edge-1536268d-e597-4aa5-aaa9-8cdcc4897a27)
- **Year Founded:** 2019
- **HQ Location:** Elk Grove, US
- **LinkedIn® Page:** https://www.linkedin.com/company/eyerate/ (70 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Budtender, General Manager
  - **Top Industries:** Retail, Health, Wellness and Fitness
  - **Company Size:** 66% Small-Business, 27% Mid-Market


#### Pros & Cons

**Pros:**

- Helpful (110 reviews)
- Customer Support (95 reviews)
- Ease of Use (47 reviews)
- Reviews (35 reviews)
- Navigation Ease (26 reviews)

**Cons:**

- Poor Customer Support (8 reviews)
- Delays (7 reviews)
- Learning Curve (7 reviews)
- Missing Features (7 reviews)
- Review Management (6 reviews)

  ### 6. [Resonate CX](https://www.g2.com/products/resonate-cx/reviews)
  Your Vision + Our Platform = Brand Advocates All customers and employees want is to be heard. We bridge the gap between you and your customers to create brand advocates. Our platform uses award-winning AI tools and machine learning to analyse data across interactions, including facial and text analytics to provide valuable insight, amplify strengths, and establish your front line. With our vast experience spanning across markets and domains, we have pioneered feedback and experience management for diverse sectors including B2B, retail, education, finance, and even Local Government Authorities. This cross-domain expertise positions us uniquely, allowing us to offer comprehensive experience insights to our clients, empowering them to make a genuine impact.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 472

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.9/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 9.1/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.8/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Resonate Solutions](https://www.g2.com/sellers/resonate-solutions)
- **Company Website:** https://www.resonate.cx/
- **Year Founded:** 2001
- **HQ Location:** North Sydney, Australia
- **Twitter:** @ResonateAU (213 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/resonate-solutions/ (62 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Store Manager, Store manager
  - **Top Industries:** Retail, Education Management
  - **Company Size:** 35% Enterprise, 35% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (114 reviews)
- Helpful (106 reviews)
- Feedback Management (97 reviews)
- Customer Feedback (95 reviews)
- Insights Generation (42 reviews)

**Cons:**

- Scoring System Issues (43 reviews)
- Inadequate Feedback (29 reviews)
- Reporting Issues (20 reviews)
- Survey Issues (19 reviews)
- Not Intuitive (17 reviews)

  ### 7. [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews)
  SurveySparrow is an AI-powered Customer Experience platform that goes further — bringing feedback from surveys, reviews, support conversations, calls, and social media into one place, and turning it into insights your team can act on the same day. Instead of managing a feedback program, you build a continuous system that improves customer satisfaction, retention, and growth. Try it free for 14 days. No credit card required. What Running CX on SurveySparrow Actually Looks Like: You want to run a survey — but not the kind that feels like a survey. With Conversational Surveys, it feels like a chat. Customers don't fill in a form; they have a conversation, and that changes everything. Response rates go up by 40%, and the answers actually mean something. But a good question only gets you so far. So Echo AI steps in mid-conversation, automatically asking the follow-ups your team would have asked anyway. The score comes with the story behind it. Now you've got responses — hundreds of them, maybe thousands. CogniVue reads every single one. Sentiment, themes, and trends all surfaced automatically, before anyone on your team opens a dashboard. No spreadsheets. No manual tagging. No waiting. And you didn't have to spend days building the survey in the first place. The AI Survey Builder suggested the questions, the logic, and the flow based on what you were trying to find out. Auto-Translate made sure it ran in every language your customers speak, across every channel they use — surveys, reviews, social, support, calls. All of it lands in one place through Omnichannel Feedback Collection. Your NPS, CSAT, and CES dashboards now reflect the full picture. Leadership sees what's happening in real time. And when something needs action, Workflow Automation makes sure it gets it — triggering follow-ups, notifying the right teams, and pushing data directly into Salesforce, HubSpot, Slack, Jira, and 95+ other tools without anyone having to move a thing manually. For teams in the field, there are Offline Surveys. For research that needs a human face, Video Surveys. For regulated industries, HIPAA Compliance. And for companies that want the entire experience to feel theirs unmistakably, Add Your Own Brand keeps your brand front and centre across every survey, every communication, and every customer touchpoint. That's the full loop. From the first question to the last action handled.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 2,006

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.0/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.3/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.4/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [SurveySparrow Inc.](https://www.g2.com/sellers/surveysparrow-inc)
- **Company Website:** https://surveysparrow.com/
- **Year Founded:** 2017
- **HQ Location:** Palo Alto, California
- **Twitter:** @surveysparrow (910 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/13253328 (447 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Founder
  - **Top Industries:** Information Technology and Services, Marketing and Advertising
  - **Company Size:** 68% Small-Business, 24% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (23 reviews)
- Helpful (17 reviews)
- User Interface (17 reviews)
- Features (16 reviews)
- Intuitive (15 reviews)

**Cons:**

- Poor Reporting (11 reviews)
- Difficult Reporting (10 reviews)
- Limited Customization (10 reviews)
- Limited Reporting (10 reviews)
- Expensive (9 reviews)

  ### 8. [Featurebase](https://www.g2.com/products/featurebase/reviews)
  Featurebase is a modern customer support & product suite that combines AI-powered support, feedback collection, help docs, roadmaps, and changelogs into a single platform for startups. It's loved by thousands of fast-growing teams from companies like Lovable, Raycast, and n8n. 💫 Instead of having 5+ different tools, Featurebase offers everything in one place to help you build products your users love: - Support platform – Support your customers from anywhere with an omnichannel inbox and automate support with powerful AI agents. - Feedback collection & voting: Centralize feedback with in-app widgets, integrations, and a dedicated feedback forum. Let users vote on each other's feature ideas, see their total revenue, and focus on the most impactful features. Plus, all upvoters will automatically be notified when you ship their request. - Changelogs: Announce product changes and increase feature adoption with neat in-app popups, notification emails, and a standalone changelog page. - Help Center: Provide self-serve support with a beautiful knowledge base & bring help articles inside your product with a lightweight widget. - Surveys (NPS, CSAT, etc.): Create targeted in-app surveys to ask users anything and measure customer satisfaction.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 49

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 9.0/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.6/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 7.6/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Featurebase](https://www.g2.com/sellers/featurebase)
- **Year Founded:** 2021
- **HQ Location:** Tallinn, EE
- **Twitter:** @FeaturebaseHQ (2,208 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/featurebaseapp/ (6 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Founder
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 90% Small-Business, 8% Mid-Market


#### Pros & Cons

**Pros:**

- Features (31 reviews)
- Ease of Use (27 reviews)
- Helpful (26 reviews)
- Customer Support (21 reviews)
- Feedback Management (19 reviews)

**Cons:**

- Missing Features (11 reviews)
- Limited Features (9 reviews)
- Limitations (8 reviews)
- Limited Customization (7 reviews)
- Limited Functionality (7 reviews)

  ### 9. [Chattermill](https://www.g2.com/products/chattermill/reviews)
  Chattermill is the customer experience intelligence and Voice of Customer (VoC) platform designed to help organizations effectively unify and analyze their customer feedback across any channel. By leveraging advanced AI technology, Chattermill empowers businesses to extract meaningful insights from diverse data sources, including surveys, reviews, support tickets, conversations, and social media interactions. This comprehensive approach enables companies to identify recurring issues, understand customer pain points, and drive product improvements with confidence. Targeted primarily at customer-focused teams, Chattermill serves a wide range of industries, including e-commerce, hospitality, and retail. Organizations like Uber, HelloFresh, Booking.com, Tesco, JustEat, and H&M utilize Chattermill to transform their customer experiences and foster business growth. The platform is particularly beneficial for Customer Experience (CX) and Voice of Customer (VoC) teams, as it allows them to pinpoint factors affecting customer satisfaction and loyalty. Additionally, Product and UX teams can prioritize enhancements based on genuine customer needs, while Support and Operations teams can identify recurring issues before they escalate into larger problems. One of Chattermill's key features is its powerful AI analytics capability, which enables the extraction of actionable insights from unstructured text feedback. This functionality allows businesses to uncover clear trends and patterns that inform strategic decision-making. By providing clarity and insights, Chattermill helps organizations improve their products and services, ultimately leading to increased customer satisfaction. The platform's ability to consolidate and scale voice-of-customer analysis also benefits Insights and Data teams, making it easier to manage and interpret large volumes of feedback. Chattermill stands out in the feedback analytics category due to its commitment to delivering deep, actionable insights rather than just surface-level metrics. This focus on understanding customer sentiment allows organizations to make informed decisions that enhance their overall customer experience. The platform has received recognition from G2, being named a Grid Leader and Momentum Leader in Feedback Analytics Products, among other accolades. These distinctions highlight Chattermill's effectiveness and user satisfaction within the competitive landscape of customer feedback solutions. For organizations looking to deepen their understanding of customer experiences and drive meaningful improvements, Chattermill offers a robust solution that integrates seamlessly into existing workflows. By harnessing the power of AI and comprehensive feedback analysis, businesses can navigate the complexities of customer sentiment and foster lasting loyalty.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 216

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.4/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.5/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.2/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Chattermill](https://www.g2.com/sellers/chattermill)
- **Company Website:** https://chattermill.com/
- **Year Founded:** 2015
- **HQ Location:** London
- **Twitter:** @ChattermillAI (459 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9443815/ (74 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Senior Product Manager, Product Manager
  - **Top Industries:** Retail, Financial Services
  - **Company Size:** 50% Mid-Market, 42% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (48 reviews)
- Feedback Management (38 reviews)
- Customer Insights (35 reviews)
- Insights Generation (35 reviews)
- Insights Analysis (30 reviews)

**Cons:**

- Not Intuitive (12 reviews)
- Complex Usability (10 reviews)
- Inaccuracy (10 reviews)
- Insufficient Information (10 reviews)
- AI Limitations (9 reviews)

  ### 10. [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews)
  Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value. Frontline Care (TM) uses omnichannel analytics and AI-powered automation to deliver powerful, personalized recommendations for every customer straight to your frontline customer care teams so you can increase usage, drive upsell, and reduce churn. Leverage our Frontline Digital (™) Product to analyze customer journeys so you can step in at the right time to remove friction or redirect users to a better experience. Understand digital customer behavior through session replays and frustration detection like rage clicks and mouse thrashing. Use Frontline Locations (™) to compile online reviews within the same platform so you can connect the dots between channels and get a bird’s eye view across the end-to-end customer experience. Bring together feedback from your customers with the voice of your frontline employees and make sense of it all in seconds with our AI-powered platform. Qualtrics is used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform. Over 13,500 enterprises worldwide, including more than 85 percent of the Fortune 500, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee-centric culture, and build iconic brands.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 721

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.3/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.3/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.7/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Qualtrics](https://www.g2.com/sellers/qualtrics)
- **Company Website:** https://www.qualtrics.com
- **Year Founded:** 2002
- **HQ Location:** Provo, UT
- **Twitter:** @Qualtrics (42,174 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/314350/ (6,019 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Business Data Analyst, Community Manager
  - **Top Industries:** Information Technology and Services, Higher Education
  - **Company Size:** 52% Enterprise, 36% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (18 reviews)
- Analytics (14 reviews)
- Helpful (13 reviews)
- Feedback Management (9 reviews)
- Insights Generation (9 reviews)

**Cons:**

- Complexity (7 reviews)
- Improvement Needed (7 reviews)
- Limited Customization (7 reviews)
- Not Intuitive (7 reviews)
- Expensive (6 reviews)

  ### 11. [Hotjar](https://www.g2.com/products/hotjar/reviews)
  Hotjar, part of the Contentsquare group, provides Product Experience Insights that show how users behave and what they feel strongly about, so product teams can deliver real value to them.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 328

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.8/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.6/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 7.8/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Contentsquare](https://www.g2.com/sellers/contentsquare)
- **Year Founded:** 2012
- **HQ Location:** Paris
- **Twitter:** @Contentsquare (6,571 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2566485/ (1,745 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Product Manager, Digital Marketing Specialist
  - **Top Industries:** Marketing and Advertising, Computer Software
  - **Company Size:** 52% Small-Business, 37% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (14 reviews)
- Features (12 reviews)
- Heatmaps (11 reviews)
- Helpful (10 reviews)
- Session Replay (10 reviews)

**Cons:**

- Limitations (5 reviews)
- Expensive (4 reviews)
- Missing Features (4 reviews)
- Recording Issues (4 reviews)
- Difficult Filtering (3 reviews)

  ### 12. [Medallia Agent Connect](https://www.g2.com/products/medallia-agent-connect/reviews)
  Stella Connect by Medallia is the first platform that connects customer feedback, QA, and coaching, giving CX leaders visibility into performance and driving improvement of frontline teams. Create a motivated and engaged work-from-anywhere team that brings a human touch to every customer interaction. Gain Visibility into Performance: Whether your service center is remote, co-located, operated internally, or you work with BPOs, easily access insights to understand how your entire service organization is performing. Quickly identify positive and negative trends across your team, highlight top and bottom performers, and spotlight opportunities for in-the-moment coaching. Engage and Motivate Your Team, No Matter Where They Sit: It’s undeniable that employee engagement drives performance. Stella Connect helps you better understand what motivates your top performing agents and optimize the agent experience. Also, agents get direct access to their real-time customer feedback, which motivates them to bring their “A” game to every customer interaction. Drive Efficiency and Improvement: Stella Connect helps drive efficiency and performance improvements for your front-line team. Stella Connect connects customer feedback to coaching and QA in one easy-to-use platform. This allows teams to eliminate point solutions, and reduces the time and effort traditionally required to coach and manage a team of agents.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 264

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 9.0/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.3/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 9.2/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Medallia](https://www.g2.com/sellers/medallia)
- **Year Founded:** 2001
- **HQ Location:** San Francisco, CA
- **Twitter:** @Medallia (12,244 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/49697/ (1,927 employees on LinkedIn®)
- **Phone:** 650-321-3000

**Reviewer Demographics:**
  - **Who Uses This:** Customer Advocate, Customer Champion
  - **Top Industries:** Retail, Consumer Services
  - **Company Size:** 54% Mid-Market, 39% Small-Business


#### Pros & Cons


**Cons:**

- Expensive (1 reviews)
- Expensive Features (1 reviews)
- Improvement Needed (1 reviews)
- Poor Customer Support (1 reviews)
- Poor Management (1 reviews)

  ### 13. [Thematic](https://www.g2.com/products/thematic/reviews)
  Thematic is the customer intelligence layer that turns survey responses, calls, tickets, and reviews into a single voice of customer truth for decisions across the business. One Trusted Foundation for Customer Intelligence Thematic connects feedback across surveys, tickets, calls, and reviews in one click: creating a single, unified stream of customer intelligence. Our enterprise-grade infrastructure ensures secure access and complete control over your data, so you can consolidate feedback from across geographies, languages, and channels without compromising on governance. Unlike traditional analytics tools that require you to define categories before analysis begins, Thematic's AI discovers and enriches themes as feedback comes in. You act on what customers actually say, not what you expected to find. And because our system preserves context over time, teams see what's changing—not just what's loud. This is customer intelligence grounded in trends and institutional memory, not static snapshots. Tailored Intelligence for Every Team Product, CX, Support, and Marketing all work from one trusted source of customer intelligence, but get insights tailored to their specific decisions. With Lenses, each team gets their own theme model, scores and recommended actions from the unified feedback stream. Product teams connect feedback to specific features and releases. Marketing teams surface customer language that informs positioning and messaging. Support teams identify effort drivers. CX teams track satisfaction trends. Everyone looks at the same customer reality, but through the precise lens they need to make confident decisions. Tailored Metrics take this further. Teams define their own outcome metrics—effort, satisfaction, trust, release quality—and Thematic's AI turns raw feedback into consistent, metric-like scores on any dataset. No manual tagging. No model training. Just structured intelligence aligned to what each team needs to measure. MCP connections, alerts and role-based dashboards make it easy to drive ownership and take action with the most important metrics, issues, and channels for each team. Instead of one generic dashboard that serves no one well, every function gets a view that surfaces what matters most to them. Need to go deeper? Deep Dive automatically identifies specific insights and trends that surface in themes, quantified and traced back to verified customer quotes. When leadership asks "how do you know this is accurate?" you have the evidence to defend your recommendations. Enterprise-Ready at Scale Thematic is built for enterprises managing millions of feedback records across multiple sources, regions, and languages. Our platform automatically creates focused, department-specific intelligence with strong governance controls to ensure consistency and compliance across your entire customer intelligence operation. Role-based access, audit trails, and enterprise security standards mean you can scale confidently without sacrificing control. Integration is seamless. Connect your existing tech stack—survey platforms, CRM, support tools, review sites—in one click. Thematic fits into how your teams already work, pushing insights directly into existing workflows to enable automatic loop-closing and immediate action. The Result Powerful customer intelligence that makes it easy to get a cohesive analysis of your qualitative and quantitative data across channels: what's happened, where, among who, and why. Enterprise customers typically see payback within three months, with one reporting 543% ROI over three years. As LendingTree discovered: "Thematic works straight out of the box," eliminating manual coding and model training. Trusted by Leading Enterprises Google, LinkedIn, DoorDash, Mitsubishi, AppFolio, Bill.com, Woolworths, K-Mart, Jetstar, NBN, Fonterra, and Atlassian trust Thematic to power customer intelligence across their organizations. Key Capabilities Connect feedback in one click: Unify surveys, tickets, calls, and reviews into one trusted source of customer intelligence with enterprise-grade security and data control \* Theme Discovery: Thematic AI builds themes directly from your feedback data and enriches them as new data comes in. Guide the AI with your business knowledge to get specific. It's fast, precise, and unbiased. \* Theme Lens editor: Each team builds their own analysis lens for their specific decisions while working from the same unified foundation \* Tailored Metrics: Define custom outcome metrics and let AI turn raw feedback into consistent scores on any dataset \* Deep Dive: Automatically surface specific insights and trends, quantified and traced to verified customer quotes \* Thematic Answers: Natural language interface that searches across all feedback sources for complete, consistent, source-linked insights \* Role-based dashboards: Drive ownership and action with dashboards that surface the most important metrics, issues, and channels for each team Turn Fragmented Feedback Into Your Competitive Advantage Use your customer feedback intelligently. With Thematic, every function gets the precise insights they need to make faster, more confident decisions. All from one trusted source of customer truth. Learn more at getthematic.com


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 43

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 9.5/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 9.7/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.9/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Thematic](https://www.g2.com/sellers/thematic)
- **Company Website:** https://www.getthematic.com
- **Year Founded:** 2016
- **HQ Location:** San Francisco, CA
- **Twitter:** @getthematic (481 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/thematic-ltd/about (44 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Company Size:** 51% Enterprise, 30% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (7 reviews)
- Customer Support (4 reviews)
- Effective (3 reviews)
- Insights Generation (3 reviews)
- User Interface (3 reviews)

**Cons:**

- Complex Setup (1 reviews)
- Difficult Setup (1 reviews)
- Filtering Issues (1 reviews)
- Inaccuracy (1 reviews)
- Insufficient Information (1 reviews)

  ### 14. [TheySaid](https://www.g2.com/products/theysaid-inc-theysaid/reviews)
  TheySaid replaces old-school feedback tools with incredibly insightful conversations. We're not your grandpa's survey tool. Instead of boring forms, your AI interviewer asks customers and employees deep and personalized questions to help you really understand why people gave their response. And with TheySaid you can gather any kind of feedback powered by AI: surveys, forms, interviews, user tests and polls. Key Features: 1. Teach AI about your organization by uploading websites or docs 2. Tell us what you want to learn, and AI will create your entire project for you 3. Control how AI asks follow ups while users answer your questions 3. Take action in real time with auto-generated action items for each response 5. Get actionable themes and insights across all of your responses


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 72

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 10.0/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 9.8/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 10.0/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Theysaid inc.](https://www.g2.com/sellers/theysaid-inc)
- **Year Founded:** 2023
- **HQ Location:** Palo Alto, California
- **Twitter:** @TheySaidHQ (19 Twitter followers)
- **LinkedIn® Page:** http://www.linkedin.com/company/nuffsaid (23 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 60% Small-Business, 28% Mid-Market


#### Pros & Cons

**Pros:**

- Ease (2 reviews)
- Ease of Use (2 reviews)
- Simple (2 reviews)
- AI Integration (1 reviews)
- Efficiency (1 reviews)

**Cons:**

- Data Visualization (1 reviews)
- Difficult Reporting (1 reviews)
- Limited Reporting (1 reviews)
- Poor Reporting (1 reviews)

  ### 15. [Puzzel CX Platform](https://www.g2.com/products/puzzel-cx-platform/reviews)
  Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire customer journey. In a world where contact centres face increasing pressure from agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools. Puzzel changes that by: \* Unifying Processes \* Centralising Data \* Automating Routine Tasks \* Scaling Flexibly To meet modern customer service demands — helping CX teams deliver faster, more consistent, and more personalised support. Puzzel’s AI-driven platform brings together a powerful set of solutions, including a fully integrated: \* Omnichannel Cloud Contact Centre \* Conversational Intelligence to analyse customer interactions and uncover actionable insights \* Virtual Agents across - Chat - Email - Voice \* Workforce Management to optimise: - Scheduling - Forecasting - Agent engagement We believe in striking the right balance between smart technology and the human touch. Our solutions are built to empower CX teams with the right information, tools and support to work more efficiently, focus their time where it matters most: on the meaningful, high-value conversations that strengthen customer loyalty. With Puzzel, businesses can do more with less. Our customers reduce: \* Manual Admin \* Improve First-Contact Resolution \* Elevate Agent and Customer Experiences Organisations using Puzzel have reported up to 278% ROI, demonstrating the measurable value of smart, scalable, people-focused customer service. Hundreds of organisations across Europe rely on Puzzel to help them simplify operations, support their teams, and deliver better customer experiences every day.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 149

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.9/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.1/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 7.2/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Puzzel](https://www.g2.com/sellers/puzzel)
- **Company Website:** https://www.puzzel.com
- **HQ Location:** Alna District, Oslo
- **LinkedIn® Page:** https://www.linkedin.com/company/18006024 (352 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Telecommunications, Oil & Energy
  - **Company Size:** 51% Mid-Market, 23% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (63 reviews)
- Helpful (47 reviews)
- Customer Support (46 reviews)
- Efficiency (35 reviews)
- User Interface (27 reviews)

**Cons:**

- Missing Features (14 reviews)
- Limited Customization (13 reviews)
- Complexity (9 reviews)
- Learning Curve (9 reviews)
- Poor Reporting (8 reviews)

  ### 16. [Customer Experience Solutions](https://www.g2.com/products/acf-technologies-customer-experience-solutions/reviews)
  Our platform powers a suite of next-generation customer experience solutions, including queue management, appointment booking, virtual queuing, video appointments, digital signage, wayfinding, customer feedback, and staffing management. It enables organisations to seamlessly manage and optimise omnichannel customer journeys while streamlining back-office processes through business process management (BPM). By incorporating predictive analytics, machine learning, and artificial intelligence, the platform helps organisations stay proactive, predictive, and productive, unlocking powerful capabilities that enhance customer experiences while reducing operational costs. Each module enables organisations to deliver a wide range of services through a single intuitive interface, helping maximise the value of every customer interaction across industries such as healthcare, financial services, education, retail, telecommunications, government, and more.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 32

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 9.0/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 9.8/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.9/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [ACF Technologies](https://www.g2.com/sellers/acf-technologies)
- **Year Founded:** 2003
- **HQ Location:** Asheville, NC
- **Twitter:** @ACF_Tech (464 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/acftechnologies/ (179 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Banking
  - **Company Size:** 39% Mid-Market, 36% Enterprise


  ### 17. [AnyRoad](https://www.g2.com/products/anyroad/reviews)
  AnyRoad is the leading platform for consumer engagement that enables brands to transform consumer events and brand experiences into long-term customer loyalty and revenue. Brands like Diageo, Budweiser, The North Face, and Westfield use AnyRoad to: • Power more effective consumer engagement with a deeper understanding of audiences • Make smarter, data-driven decisions to invest in and improve events resulting in retail sales • Connect experiential to the rest of your consumer journey through integrated systems


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 64

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 9.0/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.9/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 9.4/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [AnyRoad](https://www.g2.com/sellers/anyroad)
- **Year Founded:** 2014
- **HQ Location:** San Francisco, CA
- **Twitter:** @anyroad (1,376 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/anyroad/ (343 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Food & Beverages, Leisure, Travel & Tourism
  - **Company Size:** 48% Small-Business, 42% Mid-Market


#### Pros & Cons

**Pros:**

- Appointment Management (1 reviews)
- Ease of Use (1 reviews)
- Event Management (1 reviews)

**Cons:**

- Not Intuitive (1 reviews)
- Poor Interface Design (1 reviews)
- UX Improvement (1 reviews)

  ### 18. [Revuze](https://www.g2.com/products/revuze/reviews)
  Revuze empowers brands with next-step actions, from the category down to the SKU level, to streamline research across all products, drive product innovation, enhance marketing effectiveness, and optimize eCommerce performance. Leveraging advanced AI and machine learning, we transform e-comm, social and survey data into a unified Voice of Customer (VoC), with the highest level of accuracy and integrity, resulting in products that consumers love and appreciate.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 11

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 10.0/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 10.0/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Revuze](https://www.g2.com/sellers/revuze)
- **Year Founded:** 2013
- **HQ Location:** Palo Alto , US
- **Twitter:** @revuze (734 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/revuse-technology/ (84 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Company Size:** 45% Enterprise, 18% Mid-Market


#### Pros & Cons

**Pros:**

- Customer Support (4 reviews)
- Ease of Use (4 reviews)
- Insights Generation (4 reviews)
- Easy Setup (3 reviews)
- Helpful (3 reviews)

**Cons:**

- Limitations (2 reviews)
- Expensive (1 reviews)

  ### 19. [dropthought](https://www.g2.com/products/dropthought/reviews)
  DropThought’s Instant Feedback Platform empowers companies, brands, and marketers to engage with their customers and employees in real-time to gather, respond, and analyze feedback that leads to improved experiences and higher satisfaction and Net Promoter Scores. Instant feedback can be gathered through DropThought in three ways: via its mobile app, embedded API integrations, and on-site using tablet devices. DropThought’s Analytics Dashboard and Manager mobile app can instantly notify managers and brands to feedback reported in the moment, to enable immediate responses, insights, and resolution. DropThought’s text analytics solution allows businesses to see customer experience metrics over time and quickly identify opportunities to improve. Companies can also easily select and promote customers’ positive instant feedback on social channels.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 71

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.8/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.8/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.8/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [DropThought](https://www.g2.com/sellers/dropthought)
- **Year Founded:** 2011
- **HQ Location:** Santa Clara, California
- **Twitter:** @dropthought (220 Twitter followers)
- **LinkedIn® Page:** https://linkedin.com/company/dropthought-inc/ (44 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Financial Services, Sports
  - **Company Size:** 75% Mid-Market, 17% Small-Business


#### Pros & Cons

**Pros:**

- Feedback Management (4 reviews)
- Ease of Use (3 reviews)
- Customer Feedback (2 reviews)
- Helpful (2 reviews)
- Customer Insights (1 reviews)

**Cons:**

- Limited Customization (2 reviews)
- Inadequate Feedback (1 reviews)
- Layout Issues (1 reviews)
- Review Management (1 reviews)
- Scoring System Issues (1 reviews)

  ### 20. [Retently](https://www.g2.com/products/retently/reviews)
  Retently is one of the leaders in the customer experience management industry. We help both Customer Experience and Product teams to better understand their customers and take feedback-based actions. Customer Feedback Automatically collect feedback from every customer at any point in the customer journey with our easy to personalize & quick surveys, which display as personalized conversations that generate higher than average response rates. Customer Retention Increase customer retention by automating follow-up messages with at-risk accounts or setting up internal notifications to ensure that the appropriate team is notified and can take the necessary action to prevent a churn or an unflattering online review. Additionally, use our auto-replies to transform a great NPS score into a sparkling online review that will boost your visibility and online performance. Analyze & Predict Analyze sentiment, easily spot trends, and understand the key drivers impacting CX. Get a better understanding of how your clients feel about your product and predict future behavior.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 29

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 6.7/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 7.3/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 6.7/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Retently](https://www.g2.com/sellers/retently)
- **Year Founded:** 2015
- **HQ Location:** Mountain View, California
- **Twitter:** @retently (201 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/6638191/ (5 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 55% Mid-Market, 38% Small-Business


#### Pros & Cons

**Pros:**

- Automation (1 reviews)
- Customer Support (1 reviews)
- Effective (1 reviews)
- Helpful (1 reviews)
- Time-saving (1 reviews)


  ### 21. [SMG - Service Management Group](https://www.g2.com/products/smg-service-management-group/reviews)
  SMG delivers the future of Unified Experience Management®, empowering brands to engage customers and employees like never before. Powered by Ignite®, our AI-native platform, and the industry’s only software-with-a-service (SwaS) approach, SMG provides real-time, predictive intelligence that turns BX, CX, and EX insights into action. From gathering feedback during experience design to optimizing each interaction throughout the customer journey, SMG ensures every decision is backed by data rather than guesswork. Learn more at www.smg.com.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 50

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.9/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 9.4/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 6.7/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [SMG - Service Management Group](https://www.g2.com/sellers/smg-service-management-group)
- **Year Founded:** 1991
- **HQ Location:** Remote-First Organization , US
- **LinkedIn® Page:** https://www.linkedin.com/company/21405/ (576 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** District Manager
  - **Top Industries:** Retail, Restaurants
  - **Company Size:** 52% Enterprise, 34% Mid-Market


#### Pros & Cons

**Pros:**

- Customer Focus (3 reviews)
- Helpful (2 reviews)
- Insights Generation (2 reviews)
- Customer Insights (1 reviews)
- Customer Support (1 reviews)

**Cons:**

- Delay Issues (1 reviews)
- Time-Consumption (1 reviews)

  ### 22. [Bizrate Insights](https://www.g2.com/products/bizrate-insights/reviews)
  Bizrate Insights is a voice-of-customer solution that helps ecommerce brands turn real buyer feedback into measurable growth. We offer a complete view of what’s working and what’s not, based on verified customer feedback taken at key moments across the shopping journey, from pre-purchase through post-fulfillment. Those survey responses power trusted UGC (like product reviews and Seller Ratings) and real-time KPIs we layer with in-person, expert human insights. We help you understand why customers abandon your site, what they love, where they had friction, and where they are shopping after they bounce. This will help you grow revenue and increase loyalty while boosting your online reputation.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 32

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 6.4/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 7.6/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 6.5/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Bizrate Insights](https://www.g2.com/sellers/bizrate-insights)
- **Company Website:** https://bizrateinsights.com
- **Year Founded:** 1996
- **HQ Location:** Stamford, CT
- **LinkedIn® Page:** https://www.linkedin.com/company/bizrateinsights/ (47 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Retail, Consumer Goods
  - **Company Size:** 53% Mid-Market, 25% Small-Business


#### Pros & Cons

**Pros:**

- Helpful (20 reviews)
- Customer Feedback (18 reviews)
- Ease of Use (14 reviews)
- Feedback Management (13 reviews)
- Insights (13 reviews)

**Cons:**

- Limitations (8 reviews)
- Survey Issues (8 reviews)
- Limited Customization (6 reviews)
- Limited Data Analysis (5 reviews)
- Missing Features (5 reviews)

  ### 23. [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews)
  As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach. You can seek out the leading-edge tools that are driving transformational WFO best practices in some of the most innovative contact centers. And you can find a true WFO solutions partner to help you maximize the value of those tools and achieve the outcomes that matter most for your business. Calabrio ONE elevates contact center WFO with its seamlessly embedded analytics tools. By bringing together call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics into one fully-integrated software suite, we help companies put their customers first. Integrated analytics helps business users of all backgrounds easily analyze and act upon the data gathered every day in the contact center to improve customer satisfaction, protect your brand, and increase product innovation. Built to take full advantage of agile cloud-based platforms, Calabrio ONE is easy to use, easy to personalize, and provides the insights you need to improve customer and agent experience in your contact center. Note: Calabrio and Verint have now joined forces under the name Verint.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 375

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.3/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.5/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.1/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Verint](https://www.g2.com/sellers/verint)
- **Company Website:** https://www.verint.com/
- **Year Founded:** 1994
- **HQ Location:** Melville, New York
- **Twitter:** @Verint (7,748 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/verint (4,226 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Risk Investigator, Workforce Analyst
  - **Top Industries:** Consumer Services, Hospital & Health Care
  - **Company Size:** 53% Mid-Market, 37% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (59 reviews)
- Features (39 reviews)
- Efficiency (36 reviews)
- Scheduling (30 reviews)
- Customer Support (25 reviews)

**Cons:**

- Missing Features (20 reviews)
- Poor Reporting (16 reviews)
- Inadequate Reporting (15 reviews)
- Not Intuitive (13 reviews)
- Inaccurate Data Analysis (12 reviews)

  ### 24. [Enterpret](https://www.g2.com/products/enterpret-inc-enterpret/reviews)
  Enterpret empowers customer support, CX, and product teams to scale their understanding of customer feedback effortlessly. As your customer base grows and products become more complex, manually tagging and processing feedback quickly becomes unmanageable. Without comprehensive, trustworthy feedback data, product decisions often fall victim to recency bias or whoever speaks the loudest. Enterpret solves this challenge as a Unified Customer Feedback Intelligence platform, consolidating feedback from every critical channel—including Zendesk, Slack, Twitter, NPS surveys, app store reviews, and community forums—into a single source of truth. Leveraging advanced AI, Enterpret automatically categorizes and organizes feedback into a structured hierarchy, surfacing deep, actionable insights that authentically capture the Voice of the Customer. Teams rely on these insights to spot trends, enhance customer retention, drive revenue growth, prioritize effectively, and ensure alignment on the most impactful customer issues. Leading customer-centric companies like Canva, Notion, Strava, Hinge, and The Farmer's Dog use Enterpret to deliver exceptional customer experiences and fuel their growth through insightful feedback analysis.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 110

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 8.5/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.5/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.9/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Enterpret](https://www.g2.com/sellers/enterpret-733ec72e-3cd6-4de8-990e-004c4a6e0c6a)
- **Company Website:** https://www.enterpret.com/
- **Year Founded:** 2020
- **HQ Location:** San Francisco, US
- **Twitter:** @enterpret_ai (867 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/enterpret/ (66 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Product Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 57% Mid-Market, 31% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (42 reviews)
- Feedback Management (40 reviews)
- Insights Generation (36 reviews)
- Insights Analysis (25 reviews)
- Customer Support (18 reviews)

**Cons:**

- Integration Issues (10 reviews)
- Difficult Setup (9 reviews)
- Steep Learning Curve (9 reviews)
- Filtering Issues (8 reviews)
- Inaccuracy (8 reviews)

  ### 25. [Survicate](https://www.g2.com/products/survicate/reviews)
  Survicate is a customer feedback platform built for product, research, marketing, and CX teams. Collect feedback across every channel, analyze it with AI and customizable dashboards, and act on it through 40+ native integrations, all in one place. Start with surveys. Deploy targeted CSAT, NPS, and custom surveys across your website, mobile app, email, Braze In-App messages, and Intercom chat. Advanced logic, behavioral targeting, and AI-generated follow-up questions help you ask the right people the right questions at the right moment. Then go further. Insights Hub automatically categorizes feedback, detects trends, and surfaces patterns across all your sources. Ask Research Assistant a question and get instant answers backed by actual customer quotes, no manual digging required. Finally, close the loop. Push feedback directly to the tools your teams already use: create Jira tickets from bug reports, sync responses to HubSpot or Salesforce, trigger automated workflows in Braze or Klaviyo, and keep everyone aligned with real-time Slack summaries. Feedback stops being a report, joins discussions where they happen, and starts driving decisions that matter. Why teams choose Survicate: - Multi-channel surveys with behavioral targeting and advanced logic - AI that categorizes feedback and detects trends automatically - Customizable dashboards for a real-time view of key metrics across teams - Research Assistant for instant, source-backed answers to research questions - 40+ native integrations with HubSpot, Salesforce, Braze, Zendesk, and more - Every AI insight backed by verifiable customer quotes With Survicate, customer feedback stops being noise and starts driving the decisions that matter.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 195

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.4/10)
- **Thematic Analysis:** 7.0/10 (Category avg: 8.6/10)
- **Custom Reports and Dashboards:** 8.3/10 (Category avg: 8.6/10)
- **Customer Service Channels:** 8.5/10 (Category avg: 8.7/10)


**Seller Details:**

- **Seller:** [Survicate](https://www.g2.com/sellers/survicate)
- **Company Website:** https://survicate.com
- **Year Founded:** 2013
- **HQ Location:** Warsaw, MA
- **Twitter:** @Survicate (12,851 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3210935/ (56 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Product Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 48% Small-Business, 41% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (27 reviews)
- Survey Management (19 reviews)
- Customer Support (18 reviews)
- Easy Integrations (15 reviews)
- Integrations (14 reviews)

**Cons:**

- Survey Issues (12 reviews)
- Limitations (11 reviews)
- Limited Customization (8 reviews)
- Survey Limitations (8 reviews)
- Missing Features (7 reviews)



## Parent Category

[Customer Service Software](https://www.g2.com/categories/customer-service)



## Related Categories

- [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)
- [Text Analysis Software](https://www.g2.com/categories/text-analysis)
- [Experience Management Software](https://www.g2.com/categories/experience-management)