Jump to
CSAT (Customer Satisfaction) is a metric you can use to measure the level of your customers’ contentment with your products or services.
Filling out a customer satisfaction survey online doesn’t take long: customers are asked to rank their satisfaction on a numerical scale, usually a 1-5 scale. Then they can go into more depth via follow-up questions.
High CSAT scores often correlate with customer loyalty, repeat purchases, and positive word-of-mouth. On the other hand, a low score can be even more valuable: it helps you pinpoint which areas need immediate improvement. By frequently deploying CSAT surveys, you can make customer-oriented decisions and reduce churn.
There are many different tools you can use to collect CSAT data from your customer base. Here are our top picks for CSAT survey tools you can use in 2025.
Simplesat is an industry leader in customer feedback management.
It makes it effortlessly easy to collect & analyze customer satisfaction data — that includes CSAT, CES (Customer Effort Score), and NPS (Net Promoter Score) feedback, as well as 5-star and custom surveys. You can easily tailor Simplesat surveys to your specific requirements, deploy multi-question customer feedback surveys, and more.
Using an intuitive interface and offering various types of survey questions, Simplesat makes it easy to design surveys that resonate with your audience. This leads to more engagement and more nuanced feedback.
Real-time feedback reporting is another invaluable aspect of Simplesat. By providing immediate insights and analytics, Simplesat keeps you attuned to customer sentiments.
You can easily spot emerging trends and categorize them with the AI-powered Topic feature. Automation is at your disposal for follow-up conversations triggered by survey responses. Address feedback promptly and show that you care!
Create personalized customer feedback surveys that cater to specific customer segments, addressing various points along the customer journey.
Simplesat is a good fit for high-volume users: the Standard package is affordable and accepts 1000 customer responses per month. The number grows considerably for each tier.
Pros 🙌:
- World-class support
- Transparent pricing
- Fun designs
- Multi-question surveys with conditional logic
- A growing library of customer satisfaction survey templates
- Simplified collaboration within teams
- 50+ integrations (Shopify, ConnectWise, Zendesk, Autotask, Salesforce, Freshdesk, HubSpot, Intercom, Slack, etc.) and an aggressive feature roadmap
- High customer satisfaction with glowing reviews
Cons 🤔:
Slow, careful adoption of AI features.
Pricing 💵:
Offering a wide array of features, including over 50 survey templates and more than 100 survey question types, Qualtrics empowers you to create satisfaction surveys tailored to your specific needs. One of Qualtrics’ core strengths lies in its robust analytics capabilities, which enable you to dissect and analyze customer feedback survey responses using a diverse range of visual data representations.
Qualtrics offers a wealth of survey design options, which enables you to craft engaging and visually appealing surveys and improve feedback rates.
When it comes to analysis, Qualtrics excels. It provides in-depth, AI-powered analytics and reporting features. This includes real-time dashboards, data visualization tools, and advanced statistical analysis capabilities. These features are invaluable for extracting meaningful insights from survey responses.
Pros 🙌:
- Survey design flexibility (customization and branding options)
- Advanced question types, branching logic
- In-depth NLP analytics and reporting features
- Impressive visualization options, including 30 graph types
- Multi-channel support
- Integrates with all major platforms
Cons 🤔:
- Support isn’t always able to provide personalized guidance
- Clunky collaboration options
- Pricing
Pricing 💵:
Contact Qualtrics for an estimate.
SmileBack is a specialized customer feedback system designed for MSPs. Their suite of tools, including CSAT and NPS customer feedback surveys, is tailored to boost customer satisfaction and drive business growth.
SmileBack lets you collect instant feedback by triggering one-click surveys at the close of each support ticket; this tool also offers real-time reporting that lets you monitor customer sentiment.
Read more: Why use microsurveys?
With a focus on enhancing customer retention and identifying new opportunities, SmileBack turns customer survey responses into valuable testimonials; it facilitates quick issue resolution through workflow automation.
This customer feedback system helps MSPs and helpdesks to transform CSAT survey feedback into a catalyst for success.
Pros 🙌:
- User-friendly interface
- High degree of customization
- Automated feedback systemization
- Out-of-the-box filters
- Support well-acquainted with MSP requirements
Cons 🤔:
- Limited applications outside of the MSP sphere
- Works great with ConnectWise, but doesn’t integrate well with other tools
Pricing 💵:
Tiered pricing, starting from $88 (for 1-5 agents). You can apply for a trial run, free of cost!
CustomerGauge is a powerful customer feedback platform designed to connect customer insights directly with revenue data.
By automatically linking feedback with financial metrics, CustomerGauge makes it easy to understand how customer sentiment impacts revenue growth and retention. Its user-friendly interface and actionable analytics make it a valuable asset for teams aiming to improve the customer experience. While there is a learning curve to using CustomerGauge, they offer extensive documentation and they have a helpful support team.
Pros 🙌:
- Intuitive and clean interface
- Easy collaboration among teams — including action planning, task assignment, and progress tracking for CX initiatives
- Comprehensive reporting and visualization capabilities
- Integrates with various third-party systems, such as CRMs and helpdesk software.
Cons 🤔:
- Limited survey customization
- Users have reported challenges in tailoring account settings.
Pricing 💵:
Get in touch with CustomerGauge to work out a pricing plan.
Zonka Feedback is a versatile multi-channel feedback survey system equipped with powerful features, including real-time reporting and a collaborative inbox. One of Zonka Feedback’s standout features is its remarkable ability to collect feedback through multiple channels, offering flexibility to businesses.
Whether it’s via email, SMS, tablets, kiosks, or other avenues, this platform ensures that feedback is accessible and actionable from a variety of touchpoints. Considering the wide range of customization options available, you can tailor all your Zonka surveys to your audience.
When it comes to understanding and using the data, Zonka Feedback offers an impressive variety of analytical tools and visualizations. It offers AI-powered automatic tagging, saving you time and uncovering new insights. Zonka Feedback integrates seamlessly with most CRMs; on higher tiers, you also receive custom integrations.
Pros 🙌:
- Online and offline survey options
- A wide selection of customer survey question types and branding options
- Real-time feedback alerts and robust, detailed reporting
- Well-developed automation features to streamline feedback processes, including automated notifications and follow-up actions
- Seamless integrations with CRM systems, helpdesks, and messaging platforms
Cons 🤔:
- Non-intuitive UI
- Customization is difficult and sometimes requires help from Support
Pricing 💵:
Tiered pricing starting at $49 a month.
If you’re looking for a versatile platform for creating polls, quizzes, and surveys, consider SurveyMonkey. It is the top choice for casual users looking to create casual free surveys to share online.
With SurveyMonkey, you can seamlessly distribute your CSAT surveys via email, web links, social media, and chat platforms. Their integration capabilities enable you to automate your workflow by connecting it with third-party applications.
SurveyMonkey’s most notable feature is its expansive selection of survey question types and customization options. This flexibility empowers users to design surveys tailored precisely to their unique needs. For example, you can gain multifaceted feedback data by using a wide range of customer satisfaction survey questions.
Read more: What are the best questions to ask in a feedback survey?
The platform provides user-friendly survey design tools, allowing for a great deal of customization when it comes to survey appearance and branding. It also provides robust data analysis and reporting features, such as real-time results, filtering, and exporting options. This makes it easier to derive meaningful insights from survey responses.
Pros 🙌:
- Wide range of question types: multiple-choice, open-ended, Likert scale, and more
- Surveys can be shared via email, social media, embedded in websites, or through unique survey links
- Robust reporting and data analysis features
- Sophisticated filtering and segmentation options
- Integrates with various third-party tools and applications, enabling seamless data syncing and integration into existing workflows
Cons 🤔:
- Limited functionalities for standard packages
- Pricing tiers are unintuitive and the lower tiers are limited
- Learning curve – it takes time to master SurveyMonkey’s advanced features
Pricing 💵:
SurveyMonkey offers individual plans and team plans (starting at 3 people), as well as a custom enterprise option. Prices start at around $30 for the standard package.
Customer Thermometer’s standout feature lies in its customizable and visually appealing one-click survey options. The platform offers a broad array of templates and customization choices.
The survey interface is remarkably user-friendly, making this a good option for international customer bases. Customer Thermometer’s distribution methods include email, website embedding, and various other channels.
The platform provides real-time feedback and reporting capabilities, enabling you to keep a close eye on customer satisfaction trends. The automation features and workflow integration help streamline the customer satisfaction survey deployment process.
The user guide for Customer Thermometer is excellent, granting users a high level of autonomy in creating their custom surveys (referred to as “thermometers”). Furthermore, the platform’s customer support is impressively responsive, ensuring quick assistance whenever needed.
Pros 🙌:
- User-friendly interface (for both businesses and customers)
- Impressive integration capabilities: Customer Thermometer integrates with popular tools like email clients, helpdesk software, and CRM systems
- Unique and interesting survey designs
- Great for creating low-pressure surveys, leading to increased response rates
Cons 🤔:
- Doesn’t accommodate more complex survey methodologies and question types
- Hidden costs are a possibility
- No AI capabilities, no nuanced reporting
Pricing 💵:
Four pricing tiers, starting at $29/month (for 50 customer responses).
Checklist for choosing the right CSAT tool
Before you dive into selecting the ideal CSAT platform to boost your customer satisfaction levels, you need a clear roadmap.
Your CSAT survey tool should seamlessly integrate with your overall customer satisfaction strategy, and it should adapt to your evolving needs as you grow your business.
To help you make the best decision for your business, we’ve outlined a comprehensive checklist categorized into two sections: Must-haves and Nice-to-haves.
CSAT must-haves — Prioritize these essentials ✅
Consider these criteria as the non-negotiable foundation of your CSAT tool selection.
- Fits your budget for ongoing expenses — Ensure that the tool aligns with your financial capabilities, keeping in mind both immediate and long-term costs.
- Supports preferred feedback channels — The tool should accommodate the channels your customers most commonly use for feedback.
- Has sufficient reporting capabilities and data analysis — Robust reporting features and analytics are vital for extracting actionable insights and tracking your progress.
- Mobile accessibility and functionality — All serious CSAT tools function seamlessly on smartphones and tablets. Don’t settle for less.
- Support, help documentation, training resources — Accessible support and training materials are essential for a smooth implementation and troubleshooting. This becomes increasingly vital as your business scales; you’ll want a customer feedback platform that grows with you, offering continuous support to elevate your feedback strategies.
- Compliance with all relevant data privacy regulations — Protect your customers’ data and your reputation by ensuring the tool complies with privacy laws.
- Transparent and fair contract terms — Pay close attention to contract terms, cancellation policies, and data retrieval options to avoid unforeseen issues.
CSAT nice-to-haves — Options for added value 💭
The following features can enhance your CSAT tool’s functionality and user experience. It’s on you to decide which of them to prioritize for your business.
- Quick setup, easy to use without any training — Streamlined setup processes and user-friendly interfaces can save time and resources.
- Surveys can be customized to match your brand — Aesthetic customization options allow you to maintain brand consistency.
- Multi-language functionalities — If you have a global audience, multilingual surveys are a valuable asset.
- Customizable alert and notification features — You can tailor notifications to your team’s workflow and preferences, sharing daily updates from your customer base.
- Team collaboration features — Some CSAT tools offer options that facilitate teamwork, including task assignment and progress tracking.
- Trial periods or freemium offers — You can evaluate a CSAT tool’s suitability with minimal financial risk through trial periods or freemium options.
- Positive feedback from other users — Why not seek out reviews and testimonials from peers who have found success with the tool?
👀 Use these two checklists to methodically assess CSAT tools, aligning them with your unique business needs and customer satisfaction objectives.
Remember: your choice should resonate with both your present and future goals, ultimately elevating the customer experience to new heights.
About Simplesat: Simplesat is the leading omnichannel survey app designed to enhance customer feedback management across various platforms, including Zendesk, Salesforce, and Gladly. Trusted by businesses worldwide, Simplesat delivers actionable insights that drive business growth and customer satisfaction.
