Best Feedback Analytics Software

Jeffrey Lin
JL
Researched and written by 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 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, social media, and customer service software such as help desk software, live chat software, and enterprise feedback management software. 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 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
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Featured Feedback Analytics Software At A Glance

Leader:
Birdeye
Birdeye
Highest Performer:
Edge
Edge
Easiest to Use:
Glassbox
Glassbox
Top Trending:
Enterpret
Enterpret
Show LessShow More
Highest Performer:
Edge
Edge
Easiest to Use:
Glassbox
Glassbox
Top Trending:
Enterpret
Enterpret

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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221 Listings in Feedback Analytics Available
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Birdeye
(3,943)4.7 out of 5
Entry Level Price:Contact Us
3rd Easiest To Use in Feedback Analytics software
OverviewPros and Cons
Product Description

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 P

Users: Owner, Marketing Manager · Industries: Hospital & Health Care, Real Estate · Market Segment: 49% Small-Business, 35% Mid-Market
User Sentiment

Users frequently mention the ease of use, the ability to consolidate reviews in one place, and the efficient management of online reputation as key benefits of Birdeye. Users experienced a learning curve when first implementing all features across multiple locations and found some features overwhelming due to the multitude of tools packed into the platform.

Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, Review Management, Customer Support, Features
ConsMissing Features, Improvement Needed, Review Management, Limited Features, Learning Curve
User SatisfactionSeller Details
Birdeye features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.4
8.7
Thematic Analysis
Average: 8.6
9.0
Custom Reports and Dashboards
Average: 8.6
9.0
Customer Service Channels
Average: 8.7
Seller Details
Seller
Birdeye
Company Website
Year Founded
2012
HQ Location
Palo Alto, CA
Twitter
@BirdEye_
5,239 Twitter followers
LinkedIn® Page
www.linkedin.com
1,434 employees on LinkedIn®
SurveyMonkey
(23,419)4.4 out of 5
Entry Level Price:Free
5th Easiest To Use in Feedback Analytics software
OverviewPros and Cons
Product Description

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 us

Users: Teacher, Owner · Industries: Education Management, Hospital & Health Care · Market Segment: 36% Small-Business, 34% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Ease of Creation, Intuitive, Simple, Helpful
ConsExpensive, Limitations, Survey Issues, Limited Features, Limited Customization
User SatisfactionSeller Details
SurveyMonkey features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.4
8.1
Thematic Analysis
Average: 8.6
8.1
Custom Reports and Dashboards
Average: 8.6
7.7
Customer Service Channels
Average: 8.7
Seller Details
Seller
SurveyMonkey
Company Website
Year Founded
1999
HQ Location
San Mateo, CA
Twitter
@SurveyMonkey
42,961 Twitter followers
LinkedIn® Page
www.linkedin.com
1,412 employees on LinkedIn®
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Glassbox
(804)4.9 out of 5
1st Easiest To Use in Feedback Analytics software
OverviewPros and Cons
Product Description

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

Users: Digital Analyst, Product Owner · Industries: Financial Services, Insurance · Market Segment: 77% Enterprise, 18% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Session Replay, Insights, Helpful, Customer Understanding
ConsSession Issues, Not Intuitive, Session Management, Learning Curve, Missing Features
User SatisfactionSeller Details
Glassbox features and usability ratings that predict user satisfaction
9.9
Has the product been a good partner in doing business?
Average: 9.4
9.9
Thematic Analysis
Average: 8.6
9.9
Custom Reports and Dashboards
Average: 8.6
9.9
Customer Service Channels
Average: 8.7
Seller Details
Seller
Glassbox
Company Website
Year Founded
2010
HQ Location
London
Twitter
@GlassboxDigital
1,819 Twitter followers
LinkedIn® Page
www.linkedin.com
266 employees on LinkedIn®
Medallia Customer Experience
(199)4.5 out of 5
Entry Level Price:Contact Us
8th Easiest To Use in Feedback Analytics software
View top Consulting Services for Medallia Customer Experience
OverviewPros and Cons
Product Description

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. Medalli

Industries: Hospitality, Financial Services · Market Segment: 62% Enterprise, 22% Mid-Market
Pros and ConsUser Satisfaction
ProsFeedback Management, Helpful, Ease of Use, Customer Support, Insights Generation
ConsLearning Curve, Limitations, Steep Learning Curve, AI Limitations, Difficult Reporting
User SatisfactionSeller Details
Medallia Customer Experience features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.4
8.1
Thematic Analysis
Average: 8.6
8.4
Custom Reports and Dashboards
Average: 8.6
8.1
Customer Service Channels
Average: 8.7
Seller Details
Seller
Medallia
Company Website
Year Founded
2001
HQ Location
San Francisco, CA
Twitter
@Medallia
12,257 Twitter followers
LinkedIn® Page
www.linkedin.com
1,961 employees on LinkedIn®
Edge
(190)4.8 out of 5
2nd Easiest To Use in Feedback Analytics software
OverviewPros and Cons
Product Description

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 En

Users: Budtender, General Manager · Industries: Retail, Health, Wellness and Fitness · Market Segment: 66% Small-Business, 27% Mid-Market
Pros and ConsUser Satisfaction
ProsHelpful, Customer Support, Ease of Use, Reviews, Navigation Ease
ConsPoor Customer Support, Delays, Learning Curve, Missing Features, Review Management
User SatisfactionSeller Details
Edge features and usability ratings that predict user satisfaction
9.9
Has the product been a good partner in doing business?
Average: 9.4
9.3
Thematic Analysis
Average: 8.6
9.4
Custom Reports and Dashboards
Average: 8.6
9.2
Customer Service Channels
Average: 8.7
Seller Details
Seller
Edge
Year Founded
2019
HQ Location
Elk Grove, US
LinkedIn® Page
www.linkedin.com
70 employees on LinkedIn®
Resonate CX
(473)4.6 out of 5
Entry Level Price:Contact Us
4th Easiest To Use in Feedback Analytics software
OverviewPros and Cons
Product Description

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-wi

Users: Store Manager, Store manager · Industries: Retail, Education Management · Market Segment: 36% Enterprise, 35% Small-Business
User Sentiment

Reviewers like the ease of use, the ability to view feedback separately for different brands, the integration with OfficeRND, and the valuable insights provided by the platform, such as NPS scores and customer perspectives. Reviewers experienced challenges with the interface, frustration with constant pop-ups for AI assistance, lack of context regarding the distribution of surveys, and confusion about the rating system.

Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, Feedback Management, Customer Feedback, Insights Generation
ConsScoring System Issues, Inadequate Feedback, Reporting Issues, Survey Issues, Not Intuitive
User SatisfactionSeller Details
Resonate CX features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.4
8.9
Thematic Analysis
Average: 8.6
9.1
Custom Reports and Dashboards
Average: 8.6
8.8
Customer Service Channels
Average: 8.7
Seller Details
Seller
Resonate Solutions
Company Website
Year Founded
2001
HQ Location
North Sydney, Australia
Twitter
@ResonateAU
213 Twitter followers
LinkedIn® Page
www.linkedin.com
62 employees on LinkedIn®
Qualtrics Customer Experience
(747)4.3 out of 5
Entry Level Price:Contact Us
View top Consulting Services for Qualtrics Customer Experience
OverviewPros and Cons
Product Description

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 bette

Users: Business Data Analyst, Community Manager · Industries: Information Technology and Services, Higher Education · Market Segment: 52% Enterprise, 36% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Analytics, Helpful, Feedback Management, Insights Generation
ConsComplexity, Improvement Needed, Limited Customization, Not Intuitive, Expensive
User SatisfactionSeller Details
Qualtrics Customer Experience features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.4
8.3
Thematic Analysis
Average: 8.6
8.3
Custom Reports and Dashboards
Average: 8.6
8.7
Customer Service Channels
Average: 8.7
Seller Details
Seller
Qualtrics
Company Website
Year Founded
2002
HQ Location
Provo, UT
Twitter
@Qualtrics
42,177 Twitter followers
LinkedIn® Page
www.linkedin.com
6,019 employees on LinkedIn®
SurveySparrow
(2,044)4.4 out of 5
Entry Level Price:Free
14th Easiest To Use in Feedback Analytics software
View top Consulting Services for SurveySparrow
OverviewPros and Cons
Product Description

SurveySparrow is an end to end omnichannel experience management platform that bundles Customer Experience and Employee Experience tools such as NPS, Offline, Chat, Classic, and 360° Surveys which are

Users: Founder, CEO · Industries: Information Technology and Services, Marketing and Advertising · Market Segment: 68% Small-Business, 24% Mid-Market
User Sentiment

Reviewers appreciate SurveySparrow's intuitive and engaging interface, its ability to boost response and completion rates, and its flexibility in meeting diverse needs through features like offline capabilities and integration with other software. Reviewers experienced limitations in advanced analytics and reporting, occasional performance lag on large surveys, and a steep learning curve for setting up complex surveys and workflows.

Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, User Interface, Features, Intuitive
ConsPoor Reporting, Difficult Reporting, Limited Customization, Limited Reporting, Expensive
User SatisfactionSeller Details
SurveySparrow features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.4
8.0
Thematic Analysis
Average: 8.6
8.3
Custom Reports and Dashboards
Average: 8.6
8.4
Customer Service Channels
Average: 8.7
Seller Details
Seller
SurveySparrow Inc.
Company Website
Year Founded
2017
HQ Location
Palo Alto, California
Twitter
@surveysparrow
917 Twitter followers
LinkedIn® Page
www.linkedin.com
446 employees on LinkedIn®
Chattermill
(218)4.5 out of 5
Entry Level Price:Contact Us
9th Easiest To Use in Feedback Analytics software
OverviewPros and Cons
Product Description

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 lev

Users: Product Manager, Senior Product Manager · Industries: Retail, Financial Services · Market Segment: 50% Mid-Market, 42% Enterprise
User Sentiment

Users frequently mention the intuitive interface, detailed analytics, and the ability to aggregate reviews from multiple sources in multiple languages in real-time as key benefits. Users mentioned issues with the filter functionality, overwhelming amount of information, and a high learning curve as areas for improvement.

Pros and ConsUser Satisfaction
ProsEase of Use, Feedback Management, Customer Insights, Insights Generation, Insights Analysis
ConsNot Intuitive, Complex Usability, Inaccuracy, Insufficient Information, AI Limitations
User SatisfactionSeller Details
Chattermill features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 9.4
8.4
Thematic Analysis
Average: 8.6
8.5
Custom Reports and Dashboards
Average: 8.6
8.2
Customer Service Channels
Average: 8.7
Seller Details
Seller
Chattermill
Company Website
Year Founded
2015
HQ Location
London
Twitter
@ChattermillAI
462 Twitter followers
LinkedIn® Page
www.linkedin.com
73 employees on LinkedIn®
Medallia Agent Connect
(274)4.6 out of 5
15th Easiest To Use in Feedback Analytics software
OverviewPros and Cons
Product Description

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

Users: Customer Advocate, Customer Champion · Industries: Retail, Consumer Services · Market Segment: 54% Mid-Market, 39% Small-Business
Pros and ConsUser Satisfaction
ConsExpensive, Expensive Features, Improvement Needed, Poor Customer Support, Poor Management
User SatisfactionSeller Details
Medallia Agent Connect features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.4
9.0
Thematic Analysis
Average: 8.6
8.3
Custom Reports and Dashboards
Average: 8.6
9.2
Customer Service Channels
Average: 8.7
Seller Details
Seller
Medallia
Year Founded
2001
HQ Location
San Francisco, CA
Twitter
@Medallia
12,257 Twitter followers
LinkedIn® Page
www.linkedin.com
1,961 employees on LinkedIn®
Phone
650-321-3000
Hotjar
(341)4.3 out of 5
Entry Level Price:Free
View top Consulting Services for Hotjar
OverviewPros and Cons
Product Description

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.

Users: Product Manager, Digital Marketing Specialist · Industries: Marketing and Advertising, Computer Software · Market Segment: 52% Small-Business, 37% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Heatmaps, Helpful, Session Replay
ConsLimitations, Expensive, Missing Features, Recording Issues, Difficult Filtering
User SatisfactionSeller Details
Hotjar features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.4
8.8
Thematic Analysis
Average: 8.6
8.6
Custom Reports and Dashboards
Average: 8.6
7.8
Customer Service Channels
Average: 8.7
Seller Details
Seller
Contentsquare
Year Founded
2012
HQ Location
Paris
Twitter
@Contentsquare
6,578 Twitter followers
LinkedIn® Page
www.linkedin.com
1,715 employees on LinkedIn®
Customer Experience Solutions
(33)4.6 out of 5
10th Easiest To Use in Feedback Analytics software
OverviewUser Satisfaction
Product Description

Our platform powers a suite of next-generation customer experience solutions, including queue management, appointment booking, virtual queuing, video appointments, digital signage, wayfinding, custome

Industries: Information Technology and Services, Banking · Market Segment: 39% Mid-Market, 36% Enterprise
User SatisfactionSeller Details
Customer Experience Solutions features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.4
9.0
Thematic Analysis
Average: 8.6
9.8
Custom Reports and Dashboards
Average: 8.6
8.9
Customer Service Channels
Average: 8.7
Seller Details
Seller
ACF Technologies
Year Founded
2003
HQ Location
Asheville, NC
Twitter
@ACF_Tech
464 Twitter followers
LinkedIn® Page
www.linkedin.com
179 employees on LinkedIn®
Thematic
(43)4.8 out of 5
Entry Level Price:$25,000.00
7th Easiest To Use in Feedback Analytics software
OverviewPros and Cons
Product Description

Thematic is the customer intelligence platform that turns survey responses, calls, tickets, and reviews into a single voice of customer truth for CX teams—to then deliver tailored insights that drive

Market Segment: 51% Enterprise, 30% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Customer Support, Effective, Insights Generation, User Interface
ConsComplex Setup, Difficult Setup, Filtering Issues, Inaccuracy, Insufficient Information
User SatisfactionSeller Details
Thematic features and usability ratings that predict user satisfaction
9.9
Has the product been a good partner in doing business?
Average: 9.4
9.5
Thematic Analysis
Average: 8.6
9.7
Custom Reports and Dashboards
Average: 8.6
8.9
Customer Service Channels
Average: 8.7
Seller Details
Seller
Thematic
Company Website
Year Founded
2016
HQ Location
San Francisco, CA
Twitter
@getthematic
481 Twitter followers
LinkedIn® Page
www.linkedin.com
44 employees on LinkedIn®
Puzzel CX Platform
(149)4.6 out of 5
OverviewPros and Cons
Product Description

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

Industries: Telecommunications, Oil & Energy · Market Segment: 51% Mid-Market, 23% Small-Business
Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, Customer Support, Efficiency, User Interface
ConsMissing Features, Limited Customization, Complexity, Learning Curve, Poor Reporting
User SatisfactionSeller Details
Puzzel CX Platform features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 9.4
8.9
Thematic Analysis
Average: 8.6
8.1
Custom Reports and Dashboards
Average: 8.6
7.2
Customer Service Channels
Average: 8.7
Seller Details
Seller
Puzzel
Company Website
HQ Location
Alna District, Oslo
LinkedIn® Page
www.linkedin.com
353 employees on LinkedIn®
AnyRoad
(67)4.7 out of 5
Entry Level Price:Free
12th Easiest To Use in Feedback Analytics software
OverviewPros and Cons
Product Description

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, Budwe

Industries: Food & Beverages, Leisure, Travel & Tourism · Market Segment: 48% Small-Business, 42% Mid-Market
Pros and ConsUser Satisfaction
ProsAppointment Management, Ease of Use, Event Management
ConsNot Intuitive, Poor Interface Design, UX Improvement
User SatisfactionSeller Details
AnyRoad features and usability ratings that predict user satisfaction
9.8
Has the product been a good partner in doing business?
Average: 9.4
9.0
Thematic Analysis
Average: 8.6
8.9
Custom Reports and Dashboards
Average: 8.6
9.4
Customer Service Channels
Average: 8.7
Seller Details
Seller
AnyRoad
Year Founded
2014
HQ Location
San Francisco, CA
Twitter
@anyroad
1,378 Twitter followers
LinkedIn® Page
www.linkedin.com
343 employees on LinkedIn®
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