# Best Experience Management Software

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

   Experience management software consolidates feedback from a specific, target audience and delivers actionable insights and follow-up steps to close the loop. Experience management solutions build on the features provided by [survey software](https://www.g2.com/categories/survey) and [enterprise feedback management software](https://www.g2.com/categories/enterprise-feedback-management) by adding functionality that enables businesses to plan and take informed actions based on received feedback. Specifically, these tools deploy analytics dashboards for feedback data that is viewable by stakeholders across an organization. Some products will also provide gamification features or agent-based scoring metrics to incentivize employees to leverage insights offered by the platform.

Experience management solutions can be leveraged for different use cases across a business, including customer experience (CX), B2B account experience, product experience, and market research. Though most offerings specialize in only one use case, some products will target multiple groups of respondents and allow businesses to segment their audiences. Products that specialize in CX collect customer feedback and deploy insights to frontline employees who can execute closed-loop actions based on that feedback. Products designed for B2B account experience collect client feedback and deliver insights to sales or customer success teams. Product experience solutions help product management teams collect and analyze feedback about their customers’ experiences with a product. Finally, market research solutions provide special features like research panels to enable businesses to survey their target audience.

Experience management software offers the survey development and implementation features provided by survey products and the business-focused analytics features provided by enterprise feedback management solutions. Experience management tools differ from survey and enterprise feedback management tools because they offer additional features that allow for closed-loop actions to follow up on feedback.

Based on the stacking nature of these groups of products, the Experience Management, Enterprise Feedback Management, and Survey categories are mutually exclusive to provide clarity to the exact feature sets provided by each type of software solution.

To qualify for inclusion in the Experience Management category, a product must:

- Provide all the features of an enterprise feedback management solution
- Connect with other repositories of data
- Analyze and segment experience data across all points in the customer journey
- Deliver relevant, real-time insights from feedback to relevant stakeholders
- Provide multidirectional communication channels to allow stakeholders to respond to feedback or share it with leadership
- Facilitate closed-loop action items based on respondent sentiment





## Best Experience Management Software At A Glance

- **Leader:** [Birdeye](https://www.g2.com/products/birdeye/reviews)
- **Highest Performer:** [Dovetail](https://www.g2.com/products/dovetail-research-pty-ltd-dovetail/reviews)
- **Easiest to Use:** [Experience.com](https://www.g2.com/products/experience-com/reviews)
- **Top Trending:** [Birdeye](https://www.g2.com/products/birdeye/reviews)
- **Best Free Software:** [Qualtrics Strategy & Research](https://www.g2.com/products/qualtrics-strategy-research/reviews)


---

**Sponsored**

### Alchemer Feedback Platform

Alchemer gives customer-obsessed teams the clarity to move from asking to action, with everything from a one-time survey to a powerful feedback program. Know exactly what your customers think and feel by using Alchemer to collect feedback everywhere. The power of this feedback is magnified when we connect and automate it across your organization. Insights are clear and actionable, so every voice has an immediate impact. Nimble and powerful, Alchemer lets you go from survey to research to a sophisticated program, exceeding expectations and delighting customers. Its market-leading flexibility, ease-of-use, and speed-to-value lets users drive feedback collection, analysis, and outcomes on day one, without requiring multiple department modules or IT resources.



[Visit company website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=2378&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=134137&secure%5Bresource_id%5D=2378&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fexperience-management&secure%5Btoken%5D=7544e7bdf27234352ee0ddd972804ed6b7caa69c062892e858982aa83c4c75c4&secure%5Burl%5D=https%3A%2F%2Fwww.alchemer.com%2Fdigital%2F&secure%5Burl_type%5D=paid_promos)

---

## Top-Rated Products (Ranked by G2 Score)
  ### 1. [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:** 3,880

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 8.7/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.9/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 8.7/10 (Category avg: 8.6/10)


**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)

  ### 2. [Reputation](https://www.g2.com/products/reputation/reviews)
  Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 2,385

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 8.8/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.9/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 8.8/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Reputation](https://www.g2.com/sellers/reputation)
- **Company Website:** https://reputation.com/
- **Year Founded:** 2006
- **HQ Location:** San Ramon, CA
- **Twitter:** @Reputation_Com (10,929 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/1579888/ (728 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Community Manager, Property Manager
  - **Top Industries:** Automotive, Real Estate
  - **Company Size:** 45% Mid-Market, 29% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (222 reviews)
- Review Management (163 reviews)
- Helpful (149 reviews)
- Centralized Reviews (129 reviews)
- Reputation Management (114 reviews)

**Cons:**

- Improvement Needed (54 reviews)
- Review Management (46 reviews)
- Missing Features (44 reviews)
- Reporting Issues (33 reviews)
- Review Issues (33 reviews)

  ### 3. [QuestionPro](https://www.g2.com/products/questionpro/reviews)
  QuestionPro is a comprehensive insights and experience management platform trusted by over 5.3 million users in 100+ countries, from individual researchers to Fortune 100 corporations. Our powerful and easy-to-use software provides an integrated suite of tools for creating, distributing, and analyzing online surveys, polls, tests, and quizzes to perform both quantitative and qualitative analysis. Leverage AI-powered tools like QxBot to build surveys conversationally or choose from over 50 advanced question types and 350+ survey templates. Our platform features robust point-and-click logic, including branching, piping, and randomization, to create sophisticated research flows. Reach respondents anywhere through multi-channel distribution via email, SMS, QR code, social media, and our offline mobile app. Analyze results in real-time dashboards and utilize a suite of analytical tools including crosstabs, AI-powered sentiment analysis, and TURF analysis. QuestionPro offers tailored solutions to fit every research need: Essentials: Perfect for students, individuals, and small teams, the Essentials account offers a powerful free-for-life platform for quick research projects and data collection. It's the most feature-rich free survey account in the industry. Advanced & Teams: Designed for SMBs, consultants, and professionals, the Advanced and Teams licenses unlock more powerful features, branding capabilities, and collaboration tools to transform raw data into the actionable insights that improve business outcomes. Research Suite: For enterprises and professional market researchers, the Research Suite is an industry-leading set of tools designed to solve the most complex research challenges. This suite includes specialized analytics like Conjoint and MaxDiff , an integrated global audience panel , an AI-powered insights repository , and the option to access end-to-end market research services from our expert team. Built for the enterprise, we ensure top-tier data security and privacy with compliance across global standards, including GDPR, ISO 27001:2022, HIPAA, CCPA, and SOC 2. Seamlessly integrate with key business systems like Salesforce, HubSpot, and Tableau, or connect to hundreds of apps via Zapier. With our 24/7 global customer support, you have a dedicated partner to ensure your projects succeed. Join millions of users and see why organizations like BMW, Fujitsu, and the American Cancer Society trust QuestionPro for their insights needs. Get started today with our Essentials account. It's free forever and no credit card is required.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 1,114

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 9.4/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 9.2/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.4/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [QuestionPro](https://www.g2.com/sellers/questionpro-e7e208d7-85c1-4b51-8202-7d5f10958265)
- **Year Founded:** 2005
- **HQ Location:** Austin , Texas
- **Twitter:** @questionpro (13,110 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3035857/ (531 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Executive Director, Student
  - **Top Industries:** Non-Profit Organization Management, Higher Education
  - **Company Size:** 59% Small-Business, 22% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (303 reviews)
- Helpful (128 reviews)
- Intuitive (113 reviews)
- Customer Support (86 reviews)
- Ease of Creation (86 reviews)

**Cons:**

- Survey Issues (77 reviews)
- Learning Curve (51 reviews)
- Expensive (32 reviews)
- Limited Customization (29 reviews)
- Not Intuitive (26 reviews)

  ### 4. [Qualtrics Strategy & Research](https://www.g2.com/products/qualtrics-strategy-research/reviews)
  Used by more than 13,000 brands and 75% of the Fortune 500, Qualtrics CoreXM is the most trusted, intelligent, and scalable all-in-one platform for experience management. Qualtrics CoreXM is the foundational research tool for building, launching, and analyzing survey research. With CoreXM, you can bring siloed or outsourced operations into a holistic, end-to-end platform for all insights that you are looking to gather and act upon. Featuring capabilities and solutions for every department, CoreXM helps you to reach your audiences wherever they are, ensuring you get insights faster than ever before. You can even create your own projects, or use projects designed by Qualtrics experts — for brand, customer insights, product research or employee experience — so you can take action where it’s needed most. With Qualtrics CoreXM, you enable everyone to capture, analyze and share actionable insights and use them to identify or improve existing products, services and experiences. It’s time to increase your experience data efficiency with the world’s most flexible solution for modern-day research and feedback. 1) Focus on the right outcomes Empower every decision with predictive insights and AI-powered recommendations to take the right actions and improve experiences. This includes AI-driven text analytics to understand open-ended feedback at scale, reporting for each stakeholder, and plenty more. 2) Sophisticated research made simple Create, customize, and modify any research project in minutes with a point-and-click UI, PhD-backed methodologies, and a robust library of more than 100 question types and templates designed by survey scientists. All ready to use, with no coding required, ever. 3) Drive speed and agility Scale access to experience insights across the organization with purpose-built solutions, workflows, and easy collaboration. Add to that a flexible platform with unmatched integrations into the systems your organization already uses. 4) Save time and money Standardize your research on a single platform to build out a comprehensive system of record for all your respondent data. Become a research expert with AI that does the heavy lifting for you, offering recommendations to improve survey quality and compatibility. 5) Consolidate and streamline research Through one unified system that connects and centralizes everyone’s ability to listen, understand and act on feedback and experience opportunities, delve deeper into data, design personal experiences at scale, and drastically increase research efficiency. 6) Reduce risk exposure Featuring unbeatable enterprise-grade security, compliance and governance functionality, Qualtrics CoreXM is GDPR, HITRUST, ISO 27001 certified and FedRAMP compliant. 7) Expand your bandwidth with experts on demand Make your data work harder for you. Enlist our Research Services and network of partners for support with design, analytics, reporting and respondent sourcing. Plus, thanks to a fully flexible engagement model, use us as much, or as little, as you need. \* Key Qualtrics CoreXM product features - Expert designed templates - Drag-and-drop survey builder - Automated XM Solutions - Customizable survey themes - Full collaboration tools - Advanced survey logic - Quota management - Built-in, AI-driven methodology and question quality analysis (ExpertReview) - AI-powered analytics and intelligence (Stats iQ & Text iQ) - Crosstabs - REST API access for system integration - SMS distribution - WCAG 2.0 compliant - Email and chat support \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ - ABOUT QUALTRICS Qualtrics is the technology platform that organizations use to collect, manage and act on experience data, also called X-data. The Qualtrics XM Platform is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business — customer, product, employee, and brand — on one platform. \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ - Qualtrics CustomerXM Hear every customer’s voice, fix every broken experience, and increase customer loyalty and spend. Featuring the ultimate listening engine, as well as predictive intelligence and analytics, and full closed-loop actioning capabilities, Qualtrics CustomerXM enables you to go beyond measurement and drive action throughout the organization. https://www.g2.com/products/qualtrics-customer-experience/reviews \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ - Qualtrics ProductXM Bring your customers into product development with Qualtrics ProductXM. Seek out and solve broken product experiences, all with one system of action for everything from market assessment and concept testing to pricing and packaging. https://www.qualtrics.com/product-experience/ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ - Qualtrics EmployeeXM Gather continuous feedback from every employee experience to take the right actions to impact engagement, talent planning, productivity and innovation. With Qualtrics EmployeeXM, empower everyone in your organization to take actions that put your people first. This includes AI-driven analytics and IO psychology-based decision tools, guided manager action planning, real-time automated workflows and much more. https://www.g2.com/products/qualtrics-employee-experience/reviews \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ - Qualtrics BrandXM Don’t just track your brand’s past — get the keys to increase market share and acquire customers faster than ever before. With Qualtrics Brand Experience Management (BrandXM), empower your organization with world-class technology and trusted methodologies and expert guidance so you can stay ahead of the competition, both now and in the future. Featuring both holistic brand performance tools, real-time market insights, automated alerts, and adaptable surveys, you can quickly craft data-driven brand strategies based on proven approaches. https://www.qualtrics.com/brand-experience/ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ - Qualtrics DesignXM Uncover market trends, changing behaviors, and unmet needs, and then take the right actions to design the experiences people want next. Qualtrics DesignXM is an advanced market research solution that combines experience feedback, sophisticated research methodologies, and analytics in a single platform. With real-time insights, and automated actions embedded into every business workflow, DesignXM gives everyone the tools to create experiences that power breakthrough products and services. https://www.qualtrics.com/design-xm/


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 2,902

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 8.3/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.7/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 8.3/10 (Category avg: 8.6/10)


**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 (42,143 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/314350/ (6,019 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Student, Research Assistant
  - **Top Industries:** Higher Education, Education Management
  - **Company Size:** 45% Enterprise, 33% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (296 reviews)
- Survey Creation (246 reviews)
- Features (109 reviews)
- Intuitive (99 reviews)
- Ease of Creation (82 reviews)

**Cons:**

- Survey Issues (79 reviews)
- Survey Limitations (62 reviews)
- Learning Curve (53 reviews)
- Limited Customization (47 reviews)
- Pricing Issues (47 reviews)

  ### 5. [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: 9.1/10)
- **Customer Effort Score (CES):** 8.8/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.9/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.4/10 (Category avg: 8.6/10)


**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 (212 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% Small-Business, 35% Enterprise


#### 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)

  ### 6. [Dynamics 365 Customer Voice](https://www.g2.com/products/dynamics-365-customer-voice/reviews)
  Dynamics 365 Customer Voice is an enterprise feedback management solution that enables organizations to create, distribute, and analyze surveys to gather real-time customer insights. Seamlessly integrating with Dynamics 365 applications, it allows businesses to capture feedback across multiple channels, enhancing customer engagement and satisfaction. Key Features and Functionality: - Survey Creation and Distribution: Design customized surveys using ready-made templates or create unique ones tailored to specific needs. Distribute surveys via email, SMS, web links, QR codes, or embed them directly into web pages. - Real-Time Analytics and Dashboards: Monitor responses instantly and analyze key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) to understand customer sentiment and trends. - Integration with Dynamics 365: Connect feedback directly to Dynamics 365 applications like Sales, Marketing, and Customer Service, enabling automated workflows and informed decision-making. - Customization and Branding: Personalize surveys with branching logic, multiple languages, and consistent branding to maintain a cohesive customer experience. - Scalability and Flexibility: Suitable for organizations of all sizes, Customer Voice scales with your business needs and feedback strategies. Primary Value and Solutions Provided: Dynamics 365 Customer Voice empowers organizations to proactively gather and act on customer feedback, leading to improved products, services, and overall customer satisfaction. By integrating feedback into existing business processes, it helps identify areas for improvement, enhances customer relationships, and drives business growth through informed, data-driven decisions.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 17

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 7.7/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.2/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 7.9/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Microsoft](https://www.g2.com/sellers/microsoft)
- **Year Founded:** 1975
- **HQ Location:** Redmond, Washington
- **Twitter:** @microsoft (13,090,464 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/microsoft/ (227,697 employees on LinkedIn®)
- **Ownership:** MSFT

**Reviewer Demographics:**
  - **Company Size:** 35% Small-Business, 35% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (2 reviews)
- Intuitive (2 reviews)

**Cons:**

- Delayed Services (1 reviews)
- Improvement Needed (1 reviews)

  ### 7. [AskNicely](https://www.g2.com/products/asknicely/reviews)
  AskNicely is the recognized leader in customer experience management and has the only desktop-to-mobile platform for people-powered businesses. We bring feedback, insights, coaching and brand-aligned service standards into the pocket of your frontline team who are now equipped to improve the service experience customers receive every day. Customer Feedback Automatically collect feedback from every customer at any point in the customer journey on any channel (Email, SMS or on a Webpage) with our playful & quick surveys, which display as personalized conversations that generate higher than average response rates. Automate Reviews and Referrals Use automated workflows to turn feedback into positive reviews that boost your online rating and referrals that become new business. Alternatively, increase customer retention by automating follow up messages with at-risk accounts or internal notifications which ensure each and every team member is alerted when necessary. Coaching & Recognition Empower every manager with the feedback and coaching tools they need to make every customer experience awesome. Including team and individual coaching prompts, employee experience information, and reporting capabilities all on a personalized dashboards for desktop or mobile. Business Insights Understand the gaps between your service standard and what is actually being delivered to see how every business unit, location, team or employee is performing against the rest. Know where to spend your time by visualizing what is or isn’t valued by customers.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 1,029

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 9.0/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 9.5/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.7/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [AskNicely](https://www.g2.com/sellers/asknicely)
- **Company Website:** https://www.asknicely.com/
- **Year Founded:** 2014
- **HQ Location:** Portland, OR
- **Twitter:** @asknicely (2,315 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/ask-nicely/ (64 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Marketing Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 48% Mid-Market, 43% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (33 reviews)
- Customer Support (22 reviews)
- Customer Feedback (16 reviews)
- Helpful (14 reviews)
- Easy Setup (11 reviews)

**Cons:**

- Difficult Reporting (6 reviews)
- Limited Customization (6 reviews)
- Survey Limitations (6 reviews)
- Integration Issues (3 reviews)
- Manual Processes (3 reviews)

  ### 8. [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: 9.1/10)
- **Customer Effort Score (CES):** 8.7/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 9.2/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.4/10 (Category avg: 8.6/10)


**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 (12,235 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)

  ### 9. [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: 9.1/10)
- **Customer Effort Score (CES):** 8.8/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.9/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.1/10 (Category avg: 8.6/10)


**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 (42,143 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)

  ### 10. [Experience.com](https://www.g2.com/products/experience-com/reviews)
  Experience.com is a comprehensive reputation management solution designed to help businesses enhance their online presence through the effective use of customer feedback and artificial intelligence. This platform serves a diverse audience, including local professionals and multi-location brands, aiming to strengthen their online reputation and build trust with their customers. The primary focus of Experience.com is to empower businesses to achieve excellence in customer experience (CX), employee engagement (EX), and reputation management. By harnessing insights derived from customer feedback, organizations can gain a deeper understanding of their audience's needs and preferences. This understanding allows businesses to tailor their services and interactions, ultimately leading to improved customer satisfaction and loyalty. Experience.com is suitable for companies of all sizes, making it an adaptable solution for various industries. Key features of Experience.com include advanced analytics tools that analyze customer feedback in real-time, enabling businesses to identify trends and areas for improvement. The platform also offers customizable surveys and feedback mechanisms, allowing organizations to gather insights directly from their customers. Additionally, the integration of AI technology helps automate responses and provides actionable recommendations, streamlining the reputation management process. By utilizing these features, businesses can not only maintain a positive online reputation but also leverage it to attract new customers. Experience.com stands out in its category by offering a holistic approach to reputation management. It combines customer feedback, employee engagement, and data analytics into a single platform, ensuring that businesses can address all aspects of their reputation. This integrated approach not only simplifies the management process but also enhances the overall effectiveness of reputation-building efforts. By focusing on both customer and employee experiences, Experience.com helps organizations create a cohesive brand image that resonates with their target audience. Overall, Experience.com provides a valuable resource for businesses looking to enhance their online reputation and foster trust with their customers. Through its innovative features and comprehensive approach, the platform equips organizations with the tools necessary to thrive in a competitive marketplace while maintaining a strong connection with their audience.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 364

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 9.1/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 9.3/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.2/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Experience.com](https://www.g2.com/sellers/experience-com)
- **Company Website:** https://experience.com/
- **Year Founded:** 2015
- **HQ Location:** San Ramon, California
- **LinkedIn® Page:** https://www.linkedin.com/company/7790598/ (257 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Branch Manager, Loan Officer
  - **Top Industries:** Financial Services, Real Estate
  - **Company Size:** 41% Mid-Market, 30% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (103 reviews)
- Helpful (78 reviews)
- Customer Support (76 reviews)
- Review Management (66 reviews)
- Experience (56 reviews)

**Cons:**

- Linking Issues (18 reviews)
- Reporting Issues (12 reviews)
- Missing Features (11 reviews)
- Social Media Integration (11 reviews)
- Connection Issues (9 reviews)

  ### 11. [ChurnZero](https://www.g2.com/products/churnzero/reviews)
  ChurnZero is the AI platform and partner for customer growth. Customer teams use ChurnZero to drive revenue and retention, work more efficiently, and deliver the best possible customer experience. The platform unifies your customer data, team expertise, and AI into a single system engineered to elevate customer success. It provides clear insight into what customers need and helps you deliver it, making it easy to scale onboarding, adoption, renewal, and expansion programs as your customer base grows. ChurnZero’s AI agents are purpose-built for the specific needs of customer teams. They interpret customer data, embed seamlessly into your existing workflows, and are flexible by design. You decide how much you want AI to do, and where and when it does it, so you’re always in control. ChurnZero is more than software. Our CS, implementation, and support teams are true partners who ensure your team succeeds at scale.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 1,571

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 8.4/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.7/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 8.8/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [ChurnZero](https://www.g2.com/sellers/churnzero)
- **Company Website:** https://churnzero.com
- **Year Founded:** 2015
- **HQ Location:** Washington, District of Columbia
- **Twitter:** @churnzero (1,802 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9475578/ (141 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Director of Customer Success
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 62% Mid-Market, 27% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (165 reviews)
- Helpful (110 reviews)
- Automation (96 reviews)
- Customer Support (93 reviews)
- Efficiency (89 reviews)

**Cons:**

- Learning Curve (58 reviews)
- Complexity (44 reviews)
- Not Intuitive (44 reviews)
- Missing Features (41 reviews)
- Steep Learning Curve (35 reviews)

  ### 12. [UserTesting](https://www.g2.com/products/usertesting/reviews)
  UserTesting is the leader in human insight. Our Human Insight Engine empowers teams to validate decisions, co-innovate at scale, and accelerate the path to their best products and experiences. By embedding real human feedback into every stage of development—from ideation to launch—organizations can eliminate guesswork, align stakeholders, and deliver experiences that truly meet evolving customer needs.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 730

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 6.8/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 6.7/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 6.8/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [UserTesting](https://www.g2.com/sellers/usertesting)
- **Company Website:** https://www.usertesting.com
- **Year Founded:** 2007
- **HQ Location:** San Francisco, CA
- **Twitter:** @usertesting (42,921 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/564709/ (1,842 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** UX Researcher, Product Designer
  - **Top Industries:** Financial Services, Computer Software
  - **Company Size:** 41% Enterprise, 37% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (90 reviews)
- Helpful (70 reviews)
- Time-saving (46 reviews)
- Customer Support (37 reviews)
- Features (35 reviews)

**Cons:**

- Missing Features (28 reviews)
- Testing Difficulties (28 reviews)
- Survey Issues (22 reviews)
- Participant Management (21 reviews)
- Expensive (20 reviews)

  ### 13. [Feefo](https://www.g2.com/products/feefo/reviews)
  Feefo offers more than just stars. We bring your brand to life with the power of customer feedback. Enriched insights, intuitive features, expert advice: everything you need to transform your customers experience – from discovery to advocacy.   From solopreneurs to enterprise, we’ve got a range of features to grow your insights and build your brand. Because reviews matter ....  96% of people use reviews as their main source of research   18% higher conversion rate when reviews are shared on a website  70% of people who read reviews say they would trust them more if they knew they were from verified customers 


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 130

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 8.0/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.5/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 8.7/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Feefo](https://www.g2.com/sellers/feefo)
- **Company Website:** https://www.feefo.com/
- **Year Founded:** 2010
- **HQ Location:** Petersfield, United Kingdom
- **Twitter:** @Feefo_Official (6,292 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/847730/ (127 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Managing Director
  - **Top Industries:** Retail, Leisure, Travel & Tourism
  - **Company Size:** 52% Small-Business, 34% Mid-Market


#### Pros & Cons

**Pros:**

- Customer Support (58 reviews)
- Ease of Use (47 reviews)
- Helpful (42 reviews)
- User-Friendly (32 reviews)
- Team Helpfulness (26 reviews)

**Cons:**

- Missing Features (9 reviews)
- Poor Reporting (8 reviews)
- Improvement Needed (7 reviews)
- Limited Customization (6 reviews)
- Difficult Reporting (5 reviews)

  ### 14. [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews)
  Gainsight Customer Success brings together rich agentic insights, relationship-level intelligence, and a multi-dimensional health scoring to surface risk and expansion opportunities a full quarter earlier, then turns those insights into action through coordinated retention, expansion, and renewal motions across every customer segment, including the long-tail. Designed for enterprise complexity spanning multiple products, hierarchies, and stakeholders, Gainsight supports human-led, digital-led, and agent-led programs, enabling teams to scale outcomes across their entire book of business and deliver Retention-as-a-Service (RaaS). The result is measurable impact and scale, including 50% increased CSM capacity, 15% higher expansion, 95% forecast accuracy, and 20% reduced churn—all backed by a decade of CS expertise and the largest community of CS professionals.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 1,647

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 7.9/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.6/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 8.8/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Gainsight Inc.](https://www.g2.com/sellers/gainsight-inc)
- **Company Website:** https://www.gainsight.com
- **Year Founded:** 2009
- **HQ Location:** San Francisco, CA
- **Twitter:** @GainsightHQ (13,148 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/841640/ (1,107 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Senior Customer Success Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 58% Mid-Market, 33% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (96 reviews)
- Centralized Information (53 reviews)
- Visibility (51 reviews)
- Customer Support (38 reviews)
- Intuitive (37 reviews)

**Cons:**

- Not Intuitive (24 reviews)
- Missing Features (22 reviews)
- Steep Learning Curve (20 reviews)
- Limited Customization (17 reviews)
- Complexity (15 reviews)

  ### 15. [ClearlyRated](https://www.g2.com/products/clearlyrated/reviews)
  Founded in 2003 ClearlyRated is the leading client satisfaction and reputation management platform for professional service firms. Through our acquisition of Client Savvy in 2025, we are the market leader in AEC where our Client Savvy Platform was purpose built to solve a very practical problem: how to understand clients better, improve project relationships, and create more value without slowing delivery teams down. It was built within an architecture firm, for practitioners, to work in the real constraints of project-based professional services. For more than 20 years, ClearlyRated has focused on AEC and closely related professional services firms.  The company has helped more than 700 AEC firms design, deliver, and measure client experiences that drive growth, retention, and referrals. As pioneers and thought leaders in CX for professional services, ClearlyRated has led the movement to make CX measurable, actionable, and tied directly to business outcomes. Our Client Savvy  platform leverages the patented CX® (Client Experience Indicator), a 7-point sliding scale that evaluates how client experiences align with expectations. Our platform delivers higher response rates, richer insights, and earlier risk detection than traditional survey methods, while real-time dashboards, AI sentiment analysis, and analytics enable firms to respond quickly and strategically. Beyond technology, ClearlyRated partners with organizations to embed client experience into daily practice. Its programs, ranging from Client Perception Studies to ongoing Voice of the Client initiatives, help firms integrate feedback into business development, project delivery, and strategic planning. The result is reduced risk, improved retention, and stronger market differentiation.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 121

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 8.7/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 9.0/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.7/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [ClearlyRated](https://www.g2.com/sellers/clearlyrated)
- **Company Website:** https://www.clearlyrated.com/
- **Year Founded:** 2003
- **HQ Location:** Portland, Oregon
- **Twitter:** @ClearlyRated (1,636 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/18669814/ (48 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Marketing Manager, Marketing Director
  - **Top Industries:** Staffing and Recruiting, Accounting
  - **Company Size:** 59% Mid-Market, 24% Small-Business


#### Pros & Cons

**Pros:**

- Helpful (47 reviews)
- Ease of Use (38 reviews)
- Customer Support (30 reviews)
- Customer Feedback (18 reviews)
- Feedback Management (18 reviews)

**Cons:**

- Expensive (9 reviews)
- Survey Limitations (7 reviews)
- Limitations (6 reviews)
- Improvement Needed (5 reviews)
- Difficult Navigation (4 reviews)

  ### 16. [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: 9.1/10)
- **Customer Effort Score (CES):** 8.8/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 9.4/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.2/10 (Category avg: 8.6/10)


**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)

  ### 17. [Dovetail](https://www.g2.com/products/dovetail-research-pty-ltd-dovetail/reviews)
  It’s never been easier to build a product or service. The barriers to entry (ideas, talent, and tooling) are quickly becoming commoditized by AI. The faster your teams align behind and solve the most critical customer problems, the more revenue and market share you unlock. The only way to win is to identify what customers need and deliver it before the competition. But this is difficult to do. Data is scattered across teams and tools using various methods and it is difficult to understand, and align on, at speed. Even in the world of AI, the unique challenges associated with gathering, analyzing, and understanding complex customer feedback lead to teams wasting millions of dollars in failed products, slower development cycles, and duplicated efforts. As a result, they are continually risking decreases in customer satisfaction, and ultimately revenue. Dovetail provides always-on customer understanding. Our AI-native customer intelligence platform automatically turn sales calls, user feedback, support tickets, and voice of customer data into actionable insights that grow your business. Dovetail integrates with dozens of tools like Gong, Intercom, Zoom, Salesforce, Slack, Teams, and Google Play to analyze video, audio, documents, and text. Auto-generate reports and requirements documents; configure dashboards to visualize trends; and set up agents to ensure insights are acted on. Enable your team to track feature requests, identify pain points, reduce churn, and increase customer satisfaction through high-quality, accurate, and real-time customer intelligence that’s accessible to everyone. Deploy the industry-standard, enterprise-grade system of record for all of your customer intelligence. Put your customer first and grow your business. We’re for teams who care about solving real customer problems. Join the likes of Meta, Volvo, AWS, Dyson, Deloitte, and thousands more as they put their customer first with Dovetail.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 165

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 5.0/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 4.6/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 4.6/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Dovetail Research Pty. Ltd.](https://www.g2.com/sellers/dovetail-research-pty-ltd)
- **Company Website:** https://dovetail.com/
- **Year Founded:** 2017
- **HQ Location:** Sydney, Australia
- **Twitter:** @hidovetail (2,182 Twitter followers)
- **LinkedIn® Page:** https://au.linkedin.com/company/heydovetail (169 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** UX Researcher, Product Designer
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 45% Mid-Market, 27% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (114 reviews)
- Features (83 reviews)
- Useful (51 reviews)
- Insights (50 reviews)
- Insights Analysis (48 reviews)

**Cons:**

- Missing Features (39 reviews)
- Limitations (35 reviews)
- Inefficient Tagging (28 reviews)
- Complexity (25 reviews)
- Feature Limitations (22 reviews)

  ### 18. [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: 9.1/10)
- **Customer Effort Score (CES):** 8.6/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.9/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 8.9/10 (Category avg: 8.6/10)


**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)

  ### 19. [Syndigo](https://www.g2.com/products/syndigo-syndigo/reviews)
  Syndigo is a leader in AI-first PXM, MDM, and PIM, empowering brands, retailers, and distributors to create winning product experiences. Syndigo offers the most extensive brand-retail network, the leading commerce data pool, and automated recommendations that incorporate user-generated content. With Syndigo’s solutions, companies can reach more customers, dynamically optimize shopping experiences, and achieve more control of their commerce with trusted data, software, and connections. Syndigo serves over 18,000 global enterprises in key sectors such as grocery, foodservice, hardlines, home improvement/DIY, pet, health and beauty, automotive, apparel, energy, and healthcare. Learn more at www.syndigo.com.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 185

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 5.0/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.3/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 6.7/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Syndigo](https://www.g2.com/sellers/syndigo)
- **Company Website:** https://www.syndigo.com
- **Year Founded:** 2017
- **HQ Location:** Chicago, Illinois
- **Twitter:** @syndigoLLC (282 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/28625135/ (1,451 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Consumer Goods, Retail
  - **Company Size:** 40% Mid-Market, 31% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (29 reviews)
- Customer Support (28 reviews)
- Helpful (18 reviews)
- Quick Response (12 reviews)
- Features (11 reviews)

**Cons:**

- Data Management Issues (13 reviews)
- Learning Curve (9 reviews)
- Poor Usability (9 reviews)
- Complexity (8 reviews)
- Not User-Friendly (8 reviews)

  ### 20. [Great Recruiters](https://www.g2.com/products/great-recruiters/reviews)
  Great Recruiters is a specialized feedback and review platform designed specifically for staffing firms to enhance their recruitment processes and brand reputation. This innovative solution enables organizations to gather real-time feedback from candidates and clients, providing valuable insights into the performance of their recruiters and overall organizational effectiveness. By leveraging this data, staffing firms can identify areas for improvement, celebrate successes, and ultimately maximize the potential of their workforce. The target audience for Great Recruiters includes staffing agencies and recruitment firms looking to improve their operational efficiency and client satisfaction. In an industry where reputation and referrals are critical, having a system that facilitates immediate feedback can significantly influence a firm’s ability to attract top talent and maintain strong client relationships. The platform serves various use cases, such as enhancing recruiter performance, increasing candidate engagement, and building a positive brand image through authentic testimonials. Key features of Great Recruiters include real-time reviews, customizable feedback requests, and comprehensive analytics. Users can easily solicit feedback from candidates and clients after interactions, ensuring that insights are timely and relevant. The platform also provides analytics tools that allow staffing firms to track performance metrics over time, helping them make data-driven decisions to enhance their recruitment strategies. Additionally, the ability to showcase positive reviews and testimonials on various platforms can help firms stand out in a competitive market. By utilizing Great Recruiters, staffing firms can significantly improve their return on investment (ROI) by fostering a culture of continuous improvement and accountability. The insights gained from real-time feedback can lead to enhanced recruiter training programs, better candidate experiences, and ultimately, higher placement rates. Furthermore, the platform’s emphasis on building a strong reputation through authentic reviews can lead to increased referrals, further driving growth and success for staffing organizations. Overall, Great Recruiters offers a comprehensive solution that empowers staffing firms to elevate their brand and operational effectiveness in a dynamic industry.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 162

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 9.3/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 9.7/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.6/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Great Recruiters](https://www.g2.com/sellers/great-recruiters)
- **Company Website:** https://www.greatrecruiters.com
- **Year Founded:** 2017
- **HQ Location:** Troy, Michigan
- **Twitter:** @great_recruiter (324 Twitter followers)
- **LinkedIn® Page:** http://www.linkedin.com/company/great-recruiters (11 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Recruiter, Technical Recruiter
  - **Top Industries:** Staffing and Recruiting, Hospital & Health Care
  - **Company Size:** 48% Mid-Market, 47% Small-Business


#### Pros & Cons

**Pros:**

- Helpful (22 reviews)
- Ease of Use (16 reviews)
- Feedback Management (16 reviews)
- Feedback (12 reviews)
- Customer Support (11 reviews)

**Cons:**

- Missing Features (4 reviews)
- Verification Issues (4 reviews)
- Review Management (3 reviews)
- Improvement Needed (2 reviews)
- Not Intuitive (2 reviews)

  ### 21. [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews)
  InMoment, the leader in improving experiences and the highest recommended CX platform and services company in the world is renowned for helping clients collect and integrate customer experience data to uncover the insights that enable the smartest actions. As the pace setters in applying award-winning AI, its global clients activate every byte of their experience data—from structured surveys and social reviews to unstructured conversations from call logs, emails, support tickets, and chat transcripts to breakdown data silos. This unique technology combined with in-house industry experts empower brands to gain ROI from their CX programs in half the time as its competitors. Unlock the true potential of every piece of customer data with InMoment. To learn more, visit inmoment.com


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 314

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 8.0/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.9/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.5/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [PG Forsta](https://www.g2.com/sellers/pg-forsta)
- **HQ Location:** Salt Lake City, Utah
- **LinkedIn® Page:** https://www.linkedin.com/company/weareinmoment/ (502 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Product Manager, Customer Success Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 47% Small-Business, 39% Mid-Market


  ### 22. [ReputationStacker](https://www.g2.com/products/reputationstacker/reviews)
  ReputationStacker's review management software helps businesses get more reviews, rank higher in local search, and win more customers... automatically. It’s a completely hands-off reputation management system, so you can focus on running your business while the system does the work for you. RS’s reporting suite turns qualitative feedback from reviews and NPS surveys into quantified, actionable data you can use to immediately improve your business and create better customer experiences... which of course drives more positive reviews. ReputationStacker is built to scale, making it especially powerful for multi-location businesses looking to boost reviews, improve customer experience, and dominate local search.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 44

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 10.0/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 10.0/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 10.0/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [ReputationStacker](https://www.g2.com/sellers/reputationstacker)
- **Year Founded:** 2016
- **HQ Location:** N/A
- **LinkedIn® Page:** https://www.linkedin.com/company/reputationstacker/ (2 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Consumer Services, Health, Wellness and Fitness
  - **Company Size:** 50% Small-Business, 36% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (12 reviews)
- Review Increase (11 reviews)
- Reputation Management (8 reviews)
- Automation (7 reviews)
- Easy Setup (6 reviews)

**Cons:**

- Connection Issues (1 reviews)
- Difficult Learning (1 reviews)
- Expensive (1 reviews)
- Filtering Issues (1 reviews)
- Filtering Limitations (1 reviews)

  ### 23. [Emplifi](https://www.g2.com/products/emplifi-emplifi/reviews)
  Emplifi’s unified platform helps brands connect with customers through every touchpoint. Boost engagement and drive awareness with intuitive tools that increase efficiency for your social media team. Streamline your social media marketing with AI-powered tools to plan, create, and schedule content seamlessly. Stay organized, and ensure your brand's voice is consistent across all platforms. Efficiently manage all your social media interactions from one convenient platform. Emplifi’s social media engagement tools ensure that every comment, mention, and direct message is seen and addressed. Bring all your social media data together in one place. Gain a complete, customized picture of your social marketing activities with AI-powered insights to refine your strategy Understand your audience with real-time insights and stay ahead of major social marketing trends. Take immediate action on critical data to protect your brand’s reputation. Intuitive, no-learning curve, integrated social customer care tools help teams better help out customers as they queue, route, resolve in an instant on social media. Expand your brand reach with comprehensive tools for influencer campaigns. Find the right partners, measure their impact, and discover new social marketing opportunities.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 370

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 8.1/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.9/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 9.0/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Emplifi](https://www.g2.com/sellers/emplifi-7f303838-0fb9-47c0-bc12-d24f181fe4b2)
- **HQ Location:** Columbus , US
- **LinkedIn® Page:** https://www.linkedin.com/company/emplifi/ (551 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Community Manager
  - **Top Industries:** Marketing and Advertising, Retail
  - **Company Size:** 44% Mid-Market, 31% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (49 reviews)
- Social Media Management (48 reviews)
- Analytics (38 reviews)
- Analytics Focus (34 reviews)
- Features (23 reviews)

**Cons:**

- Missing Features (25 reviews)
- Technical Issues (18 reviews)
- Feature Limitations (15 reviews)
- Improvement Needed (12 reviews)
- Lack of Features (12 reviews)

  ### 24. [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:** 2,004

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 8.9/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 9.0/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 8.8/10 (Category avg: 8.6/10)


**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 (906 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/13253328 (447 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Founder, CEO
  - **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)

  ### 25. [Rally UXR](https://www.g2.com/products/rally-uxr/reviews)
  Rally is the research infrastructure platform that solves participant access at scale for enterprise teams. By centralizing panels, automating recruitment, enforcing governance, and integrating with the tools and AI agents teams already use, Rally enables any team in the organization to reach the right users fast without breaking the rules researchers set. The result: more research happens, product decisions are grounded in real user input, and the research team becomes the enabler, not the bottleneck.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 77

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10)
- **Customer Effort Score (CES):** 5.0/10 (Category avg: 8.1/10)
- **Customer Satisfaction (CSAT) Score:** 8.3/10 (Category avg: 8.5/10)
- **Net Promoter Score (NPS):** 8.3/10 (Category avg: 8.6/10)


**Seller Details:**

- **Seller:** [Rally UXR](https://www.g2.com/sellers/rally-uxr)
- **Company Website:** https://www.rallyuxr.com/
- **Year Founded:** 2021
- **HQ Location:** New York, US
- **Twitter:** @rallyuxr (163 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/rallyuxr (47 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** UX Researcher, Senior UX Researcher
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 47% Enterprise, 39% Mid-Market


#### Pros & Cons

**Pros:**

- Customer Support (13 reviews)
- Ease of Use (13 reviews)
- Easy Setup (9 reviews)
- Time-saving (9 reviews)
- Easy Integrations (7 reviews)

**Cons:**

- Improvement Needed (3 reviews)
- Missing Features (3 reviews)
- Scheduling Issues (3 reviews)
- Software Bugs (3 reviews)
- Email Notifications (2 reviews)



## Parent Category

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



## Related Categories

- [Survey Software](https://www.g2.com/categories/survey)
- [User Research Tools](https://www.g2.com/categories/user-research)
- [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics)



---

## Buyer Guide

### What You Should Know About Experience Management Software

### What is Experience Management Software?

Experience management (XM) software, also known as customer experience (CX) or customer experience management (CEM or CXM) software, refers to technology that helps manage an organization’s interactions with its customers across all channels and touchpoints in the customer journey. CXM software enables businesses to collect, consolidate, and analyze customer feedback, providing actionable insights throughout the customer journey and lifecycle. With real-time, advanced analytics, experience management tools help companies understand how feedback relates to their business metrics. With these products, the most successful businesses are able to use predictive analytics to act on potential issues before they arise. Experience management software also provides tools for closed-loop actions, meaning employees are empowered to take action on optimization of customer experiences by responding to customers or prioritizing product roadmaps based on feedback.

#### What Types of Experience Management Software Exist?

All experience management solutions offer the same basic functionality. The most common use case is CX; however, some products are able to target other types of audiences for feedback concerning product experience, brand experience, and even market research. Some experience management platforms also offer features for gauging employee experiences.

1. [**Customer experience (CX)**](https://www.g2.com/categories/experience-management/f/customer-experience) **:** Most experience management solutions are designed for targeting customers for feedback at various points in the customer journey. These platforms analyze feedback and deliver insights to customer-facing employees and other relevant stakeholders so immediate actions can be taken if necessary.
2. [**B2B account experience**](https://www.g2.com/categories/experience-management/f/b2b-account-experience) **:** This enables the collection of feedback from B2B clients and accounts on their experience with a business and its products or services. It helps deliver actionable insights to relevant stakeholders, such as sales and customer success teams.
3. **Brand experience:** Experience management products with features for brand experience collect feedback concerning brand perception and brand loyalty. These insights are delivered to relevant stakeholders like marketing professionals who use the data to improve brand positioning and develop new marketing strategies.
4. [**Product experience**](https://www.g2.com/categories/experience-management/f/product-experience) **:** Product experience solutions collect customer feedback concerning their experience with a product. Insights concerning product experiences are routed to product management teams who use customer feedback to fix bugs or prioritize their roadmaps.
5. [**Market research**](https://www.g2.com/categories/experience-management/f/market-research) **:** Businesses may use experience management solutions to perform market research. These tools collect feedback from a company’s audience or target market and provide market research-specific features like panels.

### What are the Common Features of Experience Management Software?

1. **Survey management:** A core feature of experience management software is the creation and distribution of surveys to customers. These tools allow businesses to solicit customer feedback through a variety of channels, including through their website, email, SMS, or in-app messages. While some customers may prefer to receive communications via email, others may be more inclined to respond to surveys sent through SMS, so it’s important for businesses to understand their customers’ preferences when requesting feedback.
2. **Text analytics:** In customer surveys, businesses may elect to include open-ended questions. This permits users to elaborate on “yes" or “no" responses, identify specific issues with a product, or describe personal experiences, contributing to a wider variety and depth of data. Experience management tools use machine learning and natural language processing (NLP) to analyze these open-ended text responses. Text analytics features help organizations understand customer sentiment, uncover trends, and identify opportunities, turning their customers’ feedback into actionable insights.
3. **Net promoter score (NPS):** Experience management software allows organizations to send NPS surveys to their customers. NPS is one of the primary metrics for CX and an indicator of business growth. These surveys ask how likely the customer is to recommend the product or service to a friend or colleague on a scale of 1 to 10. NPS surveys are typically followed by an open-ended question asking customers to elaborate on their ratings. Measuring NPS on a regular basis provides businesses with key insights into brand loyalty and customer engagement.
4. **Customer satisfaction (CSAT) scores:** CSAT is another common key performance indicator (KPI) used in measuring CX. This score is calculated by asking a customer how satisfied they were with a recent transaction on a rating scale. While NPS is a high-level KPI for customer loyalty, CSAT is typically focused on a specific point in the customer journey. Customers might receive a CSAT survey after making a purchase or speaking to a customer service representative.
5. **Customer effort score (CES):** Experience management software helps businesses measure a third CX metric, the CES. This is another customer service KPI that asks customers how much effort was required for them to get an issue resolved or a request handled. Tracking CES helps an organization identify opportunities to improve customer service processes to make customer experiences more effortless and intuitive.
6. **Closed-loop actions:** In contrast to enterprise feedback management, experience management solutions offer enhanced capabilities for closing the loop on customer feedback. For example, customer service teams may be notified of a negative response to a survey; experience management software would allow an agent to respond to that customer directly through the platform. Conversely, if a response is positive, the agent may ask the customer to leave a review or send a referral. Features for closing the loop empower businesses to take immediate action on customer feedback.

### What are the Benefits of Experience Management Software?

Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving. Below are a few benefits of the software: 

- **Collect feedback:** Like enterprise feedback management software, experience management tools enable organizations to collect feedback from their customers with surveys that measure NPS, CSAT, and CES. While many of these tools focus on customer service, they can be leveraged across many different areas of a business, including product development, marketing, and even human resources. 
- **Provide analysis** : By combining and analyzing customer feedback from multiple channels, experience management software offers companies a holistic view of their customers’ experiences and how those experiences are impacting the business.
- **Voice of customer (VoC)**: Organizations invest in experience management tools to support their VoC programs. VoC, which is relatively new in the field of CX, is a market research technique focused on capturing customer feedback. Experience management software is used to gather and collaborate on data related to the VoC, empowering businesses to make data-driven decisions to meet their customers’ needs and expectations.

### Who Uses Experience Management Software?

Any business with a vested interest in promoting positive customer experiences benefits from experience management software. These platforms are leveraged by organizations across many different industries, including retail, healthcare, technology, financial services, hospitality, and nonprofit.

**Customer service:** Customer support and customer success teams are some of the heaviest users of experience management software. These departments work closely with business customers and play a major role in managing customer experiences. Customer service teams use experience management software to track CX metrics with surveys that measure NPS, CSAT, and CES. These metrics help businesses understand where they are falling short and how they can improve to meet the expectations of their customers. Experience management solutions flag negative customer feedback and provide teams with tools to follow up with those customers, turning negative experiences into positive interactions. Feedback collected through experience management tools is routed directly to a company’s contact center, where agents follow up with dissatisfied customers.

**Marketing:** Most consumers rely on reviews from their peers when they make purchasing decisions. As a result, positive customer experiences are a powerful tool for promoting a company’s products and services. Experience management software allows marketing teams to capture positive reviews and feedback that are shared on social media, added to marketing materials, or used as case studies.

**Product development:** Experience management software helps inform decision making around product updates and new product development. Text analytics and advanced reporting features allow product teams to identify pain points in the user experience. With these insights, product teams are able to add functionality or introduce new features that will improve customers’ experiences with the product.

### What’s the best experience management software for small businesses?

For small businesses aiming to enhance customer satisfaction and gather actionable feedback, [top small business experience management platforms](https://www.g2.com/categories/experience-management/small-business) include:

- [Birdeye](https://www.g2.com/products/birdeye/reviews) offers an all-in-one platform for reviews, surveys, and customer feedback, helping small businesses manage their online reputation and improve customer experience.
- [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) features conversational surveys and automation capabilities, allowing small businesses to engage customers effectively and analyze feedback for continuous improvement.

### What are the top experience management platforms for SaaS companies?

For SaaS companies seeking to optimize user experience and gather product feedback, leading experience management platforms on G2 include:

- [Qualtrics CoreXM](https://www.g2.com/products/qualtrics-strategy-research-formerly-corexm/reviews) provides advanced survey tools and analytics, enabling SaaS companies to collect and act on customer insights to enhance product offerings.
- [UserTesting](https://www.g2.com/products/usertesting/reviews) offers real-time user feedback through video recordings, helping SaaS companies understand user behavior and improve usability.

### What’s the most recommended experience management software for large enterprises?

For large enterprises aiming to manage complex customer journeys and gather comprehensive feedback, leading [enterprise-level experience management platforms](https://www.g2.com/categories/experience-management/enterprise) include:

- [Medallia Experience Cloud](https://www.g2.com/products/medallia-customer-experience/reviews) provides real-time feedback and AI-driven insights, enabling enterprises to understand customer sentiments and drive improvements across touchpoints.
- [Verint](https://www.g2.com/products/verint-verint-voice-of-the-customer/reviews) delivers tools for capturing and analyzing customer feedback across channels, helping enterprises enhance customer satisfaction and loyalty.

#### Software Related to Experience Management Software

[Enterprise feedback management software](https://www.g2.com/categories/enterprise-feedback-management)[:](https://www.g2.com/categories/enterprise-feedback-management) Enterprise feedback management solutions offer similar functionality to that of experience management software. These tools enable businesses to collect, analyze, and distribute customer feedback. Businesses may use these products instead of experience management solutions if closing the loop on feedback is unnecessary or if they use another platform to follow up with customers.

[Survey software](https://www.g2.com/categories/survey)[:](https://www.g2.com/categories/survey) Survey features serve as the foundation of experience management software. Businesses, as well as non-business entities, use survey software to create and share online surveys, quizzes, polls, and web forms.

[User research software](https://www.g2.com/categories/user-research)[:](https://www.g2.com/categories/user-research) User experience (UX) and product development teams may prefer user research software over experience management tools. User research platforms enable businesses to target customers or outside audiences for in-the-moment feedback on a product or brand. User research may be conducted through surveys, interviews, and focus groups.

[Employee engagement software](https://www.g2.com/categories/employee-engagement)[:](https://www.g2.com/categories/employee-engagement) Organizations dedicated to improving the health of their business understand that it’s important to gauge employee satisfaction as well as customer satisfaction. While experience management software helps businesses collect external customer feedback, employee engagement software may be used to conduct pulse surveys and track employee feedback.

### Challenges with Experience Management Software

**Lack of adoption:** Experience management software is designed to support robust customer service programs and cross-department collaboration. If a business does not already have plans and processes in place for experience management, it may be difficult for teams within the organization to adopt such a platform. Before implementing an experience management solution, executives should examine their current processes and consider whether employee training is needed to ensure the product is adopted across the company.

### How to Buy Experience Management Software?

The complexity of an experience management solution depends on the size of the business and what a business wants to accomplish. The software can be simplified with basic features for communicating with customers or have comprehensive features that would integrate with existing platforms or software products. However, the overall reason for a business to invest in customer experience management software is to achieve better customer experience and brand loyalty. Factors that businesses should consider include: 

**Business size capability:** Small and mid-sized companies can opt for CEM software that focuses on customer interactions and highlights the internal problems that might impact customer experience, such as monitoring live chat. However, larger enterprises can opt for a robust comprehensive software that helps in managing the complexities of various departments like marketing, sales, etc.

**Communication integration:** CEM needs to integrate well with various communication methods, such as social media, emails, etc. 

**Data integration:** CEM also needs to integrate with existing platforms like customer databases, customer relationship management (CRM) software, etc.