The Top 5 Customer
Feedback Tools 2011
Collecting customer feedback is critical for understanding how you’re doing, and how you can improve. The most successful companies are now using sophisticated customer feedback tools integrated into their website to help keep ahead. But you needn’t be a large corporation in order to afford these tools –many start at just $15 per month. In this article we review 5 of the most popular tools available.
1. Webreep
$24-$199 per month. Free Version: yes. Trial: yes.
Webreep is relatively new in the customer feedback market, but are rapidly developing a large following due to their simplicity and powerful unique features. Not so well known is that Webreep is actually produced by Deloosh, who developed the famed ebreep feedback tool a couple of years ago. This explains why Webreep appears to be packed with more advanced features than the other tools. Many of which are usually only found in the enterprise grade solutions like Omniture or Coremetrics. There are so many customer feedback tools in the market but webreep is growing very fast.
Ease of Use: 5/5
Features: 5/5
Help and Support: 4/5
Ease of Installation: 5/5
Effectiveness: 5/5
2. Get Satisfaction
$19 to $289 a month. Free Version: Yes. Trial: Yes
Get Satisfaction is not so much a customer feedback tool, as more like a customer suggestion tool. The main difference lies in the way feedback is gathered. Customers submit ideas, and offer compliments in a public forum. Anybody can then search and read the comments made. The pay version enables customization and more statistics such as the number of active users.
Ease of Use: 4/5
Features: 3/5
Help and Support: 4/5
Ease of Installation: 5/5
Effectiveness: 4/5
3. IdeaScale
$15 to $99 a month. Free Version: Yes. Trial: No
IdeaScale's platform is more like a discussion forum than a customer feedback tool, encouraging users to join communities with likeminded people who share a common interest. Uniquely, users are able to edit other people’s ideas like a wiki. User who submit the most ideas get awarded badges, providing an incentive to participate.
Ease of Use: 4/5
Features: 3/5
Help and Support: 4/5
Ease of Installation: 4/5
Effectiveness: 4/5
4. UserVoice
$19 to $589 a month. Free Version: Yes. Trial: Yes
Uservoice bundles customer’s comments into groups of eight to deter spamming. Each user can submit a maximum of eight comments that is useful to control spambots and other happy-go-lucky posters. Requires Users to login before posting, but can integrate with existing login systems with a bit of extra coding from your web master.
Ease of Use: 4/5
Features: 2/5
Help and Support: 4/5
Ease of Installation: 5/5
Effectiveness: 2/5
5. UserEcho
$15 to $256 a month. Free Version: Yes. Trial: Yes
Just squeezing in at number 5 is UserEcho, which works in a similar way to Get Satisfaction. The main difference is that the software automatically searches for similar suggestions when customers enter suggestions. on UserEcho's forum, to cut down on duplicates. The pay plans include localization features.
Ease of Use: 3/5
Features: 3/5
Help and Support: 3/5
Ease of Installation: 4/5
Effectiveness: 3/5
Collecting customer feedback is critical for understanding how you’re doing, and how you can improve. The most successful companies are now using sophisticated customer feedback tools integrated into their website to help keep ahead. But you needn’t be a large corporation in order to afford these tools –many start at just $15 per month. In this article we review 5 of the most popular tools available.
1. Webreep
$24-$199 per month. Free Version: yes. Trial: yes.
Webreep is relatively new in the customer feedback market, but are rapidly developing a large following due to their simplicity and powerful unique features. Not so well known is that Webreep is actually produced by Deloosh, who developed the famed ebreep feedback tool a couple of years ago. This explains why Webreep appears to be packed with more advanced features than the other tools. Many of which are usually only found in the enterprise grade solutions like Omniture or Coremetrics. There are so many customer feedback tools in the market but webreep is growing very fast.
Ease of Use: 5/5
Features: 5/5
Help and Support: 4/5
Ease of Installation: 5/5
Effectiveness: 5/5
2. Get Satisfaction
$19 to $289 a month. Free Version: Yes. Trial: Yes
Get Satisfaction is not so much a customer feedback tool, as more like a customer suggestion tool. The main difference lies in the way feedback is gathered. Customers submit ideas, and offer compliments in a public forum. Anybody can then search and read the comments made. The pay version enables customization and more statistics such as the number of active users.
Ease of Use: 4/5
Features: 3/5
Help and Support: 4/5
Ease of Installation: 5/5
Effectiveness: 4/5
3. IdeaScale
$15 to $99 a month. Free Version: Yes. Trial: No
IdeaScale's platform is more like a discussion forum than a customer feedback tool, encouraging users to join communities with likeminded people who share a common interest. Uniquely, users are able to edit other people’s ideas like a wiki. User who submit the most ideas get awarded badges, providing an incentive to participate.
Ease of Use: 4/5
Features: 3/5
Help and Support: 4/5
Ease of Installation: 4/5
Effectiveness: 4/5
4. UserVoice
$19 to $589 a month. Free Version: Yes. Trial: Yes
Uservoice bundles customer’s comments into groups of eight to deter spamming. Each user can submit a maximum of eight comments that is useful to control spambots and other happy-go-lucky posters. Requires Users to login before posting, but can integrate with existing login systems with a bit of extra coding from your web master.
Ease of Use: 4/5
Features: 2/5
Help and Support: 4/5
Ease of Installation: 5/5
Effectiveness: 2/5
5. UserEcho
$15 to $256 a month. Free Version: Yes. Trial: Yes
Just squeezing in at number 5 is UserEcho, which works in a similar way to Get Satisfaction. The main difference is that the software automatically searches for similar suggestions when customers enter suggestions. on UserEcho's forum, to cut down on duplicates. The pay plans include localization features.
Ease of Use: 3/5
Features: 3/5
Help and Support: 3/5
Ease of Installation: 4/5
Effectiveness: 3/5