InteractionMetrics

JANUARY 31, 2025

How We Picked This list was compiled by an independent reviewer, and the top picks include customer survey companies that specialize in customer satisfaction surveys, offer end-to-end survey services (from design to analysis), and serve clients in the U.S. Luce Research provides some standout features as well.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Shep Hyken

FEBRUARY 15, 2022

Quotes: “Are you treating your customers in a way that you don’t want to be treated?” ” “When you are sending a customer survey, make it shorter. You are asking your customers to take the time to tell you what they think. How cool is that!

Customer Survey 74

Customer Survey Education CX Customer Service 74

SurveySensum

DECEMBER 2, 2024

Qualtrics CoreXM Large enterprises focused on advanced surveys Advanced survey customization Drag-and-drop survey design Mobile support Can collect customer data from various sources Contact for pricing details 4.4 It’s one of the most trusted platforms across business, marketing, and education—why?

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

InteractionMetrics

MARCH 27, 2025

Use Customer Feedback Effectively Here’s the truth: most customer surveys are terrible, and most companies arent using them properly. Thats as ineffective as it is annoying and wastes your customers’ time. But when done right, customer survey feedback is pure gold. Absolutely!

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

Totango

APRIL 2, 2019

However, don’t forget about customers in the adoption phase , which happens after customers leave the onboarding stage; instead, create nurturance campaigns to increase user engagement, advocacy, and growth. Such automated features will help keep customer success teams on track and standardize operations across your business.

Customer Journey Map 110

Customer Journey Map Education Customer Retention Start-ups 110

Retently

MARCH 10, 2022

Takeaway: If you don’t support your customers in their first steps of interaction with a product they are not accustomed to, the chances for them to run into a bottleneck and fail to see the value of your product is extremely high. Be proactive: monitor customer health and contact them when it drops.

Start-ups 147

Start-ups Customer Satisfaction Customer Service Omnichannel 147

SurveySensum

JANUARY 16, 2025

It helps you create and launch surveys with AI capabilities and collect key customer insights to drive business growth, understand customer satisfaction and loyalty, and improve the overall customer experience. Pros: It is best known for its creation of complex and advanced surveys.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

InteractionMetrics

JUNE 10, 2021

Now, to take Interaction Metrics to the next level and reach a wider audience, Interaction Metrics has finished its brand overhaul that included a new website , videos, educational materials, and a newsletter focused on science tips to improve customer surveys.

Education 52

Education Customer Survey Customer Feedback Customer Loyalty 52

Shep Hyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Prioritize your existing customers over the acquisition of potential customers. . Use customer surveys to improve customer insight and offerings. . Reality: Customers are generally treated like numbers. .

Customer Experience 90

Customer Experience Artificial Intelligence Customer Expectations Innovation 90

Customer Service Life

MAY 6, 2019

The chat conversation and customer survey feedback were still useful to help us understand the sentiment around certain aspects of the journey and pinpoint those steps that caused the most aggravation. Looking at the full journey helps us identify where our agents can offer more value to the customer during interactions.

Contact Center 83

Contact Center Education Customer Service Customer Satisfaction 83

Aquire

JULY 20, 2021

21 Customer Service Goals to Strive for in 2021. Build a customer survey strategy. Put your customers in the driver’s seat by surveying them regularly. Done properly, customer surveys are an excellent way to gain valuable information on how to improve your business processes across all departments.

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

Aquire

APRIL 26, 2021

The top five industries profiting from the incorporation of chatbots are real estate (28 percent), travel (16 percent), education (14 percent), healthcare (10 percent), and finance (5 percent) ( collect.chat ). Eighty-two percent of Indian customers surveyed have messaged a business to make a purchase or reservation. Facebook ).

Customer Experience 111

Customer Experience Real Estate Healthcare AI 111

Beyond Philosophy

JUNE 16, 2022

Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. When I was back in corporate life, my role was to improve the Customer Experience. We undertook this customer survey every year, and then ignored it—every year. Educate your organization.

Education 78

Education Voice of the Customer Customer Satisfaction Customer Feedback 78

Fonolo

AUGUST 25, 2020

Multiple choice questions are most useful for gathering categorial information about your customers. Regardless of the type of customer survey you create, the types of questions on them will be similar. Demographic questions are questions on things like age, gender, race, job, education, and location.

Net Promoter Score 119

Net Promoter Score Customer Satisfaction Start-ups Contact Center 119

InteractionMetrics

APRIL 17, 2025

Compared to Qualtrics Where It Wins: Stronger real-time feedback loops More robust out-of-the-box integrations AI-powered text and sentiment analysis via Ask Athena Where It Falls Short: Fewer pre-built survey templates Less flexible for custom survey design High pricing and complexity make it a poor fit for smaller organizations 2.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Comm100

OCTOBER 10, 2022

A whopping 83% of customers surveyed said that they expect to engage with someone immediately when contacting a company. For the next of our chatbot examples, we look to a growing use case for chatbots – growing student engagement in higher education. The importance of around-the-clock support cannot be understated.

Customer Service 104

Customer Service AI Technology Technology 104

Zendesk

FEBRUARY 10, 2022

There are three main factors that make up experience optimization: Web experience optimization: using quantitative and qualitative data collection tools (like Google Analytics and customer surveys) to determine how your website or app can be improved upon. Continually refine your customer experience.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

CX Journey

JANUARY 11, 2017

Traditionally, companies were able to identify and prioritize improvement opportunities from their customer surveys via correlation or regression analysis and quadrant charts, which identify priority improvements, fundamental essentials, and things to continue doing.

Predictive Analytics 74

Predictive Analytics Unstructured Data Education Customer Experience 74

Comm100

JANUARY 11, 2023

According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%. Education: 14%. For industries like higher education, 24/7 service can greatly benefit international recruitment efforts targeting potential students in other time zones.

Customer Service 98

Customer Service Healthcare AI Artificial Intelligence 98

Aquire

JANUARY 24, 2022

The top five industries profiting from the incorporation of chatbots are real estate (28 percent), travel (16 percent), education (14 percent), healthcare (10 percent), and finance (5 percent) ( collect.chat ). Eighty-two percent of Indian customers surveyed have messaged a business to make a purchase or reservation. Facebook ).

Real Estate 98

Real Estate Healthcare AI Artificial Intelligence 98

Totango

JUNE 1, 2021

It is a living repository of every customer engagement, product interaction, and touchpoint generated by your customer relationship. This covers every aspect of the customer relationship, including: Financial: Contract and transactional data. Voice of Customer: Survey responses and satisfaction scores.

Touchpoint 71

Touchpoint Customer Relationship Education Customer Loyalty 71

Totango

JUNE 25, 2019

It is a living repository of every customer engagement, touchpoint, product interaction, and piece of data generated by your customer relationship. This covers every aspect of the customer relationship, including: Financial: Contract and transactional data. Voice of Customer: Survey responses and satisfaction scores.

Touchpoint 69

Touchpoint Customer Relationship Education Customer Survey 69

Zendesk

JANUARY 24, 2022

Utilized tailored customer surveys to form sales strategy, boosting profits by 20% over three years. Education & Training. Education & Training. Provided extensive reporting, analysis, and course-correction for a team across 4 branches. Sales Development Representative. Company, Location. University Name.

Sales 98

Sales Engineering Business Administration Education 98

InteractionMetrics

APRIL 12, 2016

The point of a customer survey is to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. Unfortunately, most research agencies have not been good at educating the marketplace on the advantages of this kind of analysis. Want to learn more about survey strategies?

Text Analytics 45

Text Analytics Non-Profits Customer Survey Actionable Insights 45

Gainsight

AUGUST 25, 2021

With data—such as surveys and Net Promoter Scores (NPSs) —you can determine what a user expects and compare that to perceived value. From there, you can use educational materials or make product enhancements to narrow that gap. For instance, a deep dive into path analysis or customer surveys can reveal sticky features.

Net Promoter Score 52

Net Promoter Score Customer Acquisition Education Start-ups 52

Comm100

JUNE 13, 2018

It’s a refreshing take on customer service, and the numbers game as the focus with ProdPad is targeted internally vs. through external customer surveys. This has directly led to a stronger and better educated user base, which has decreased basic calls and questions into the help centers.

Customer Service 53

Customer Service Education CX Gaming 53

Gainsight

JANUARY 13, 2025

Empower Customers with Instant Answers Earlier, we mentioned the high expectations customers have for support and guidance. What we didnt mention is that over half of customers surveyed said they would find a different company to buy from if they experience poor customer support.

AI 52

AI Start-ups Customer Expectations Customer Relationship 52

Zendesk

APRIL 12, 2021

Collaborate” cultures are common in small companies, family-run businesses, education organizations, and nonprofits. Make it about your customers: Put customers at the center of your team. Instead of thinking of your team as “us” and your customers as “them,” invite buyers into the family. “At

Net Promoter Score 98

Net Promoter Score Start-ups Customer-Centric Organization Social Media 98

ProProfs

APRIL 13, 2023

They can be a uniquely effective marketing tool that also provides an easy way to conduct hiring, training, and educational assessments. You can create customized results pages and provide instant feedback to ensure an interactive experience for your quiz takers. Award custom completion certificates to quiz takers.

Education 52

Education Non-Profits Social Media Start-ups 52

Lumoa

OCTOBER 31, 2018

Three words: voice of customer. With any changes and enhancement to the product or service, it’s critical to keep a finger on the pulse of the customer. Customer surveys, deep dives into customer service contacts, and conversations with key customers are great ways to fuel continuous improvement.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Experience Investigators

JUNE 18, 2024

Define your Customer Experience Mission to lay the groundwork for delivering a consistent customer experience, and create a CX Strategy Success Statement to empower every employee to champion that mission. However, survey responses reflect what just a small group of customers think and feel. Reset your survey culture.

CX 52

CX Customer Experience Net Promoter Score Close the Loop 52

Beyond Philosophy

AUGUST 10, 2023

But when they do customer survey data, the customers don’t think they are. The internal perception is shipping is going great, but the customers’ perception isn’t. Colin has conducted numerous educational workshops to inspire and motivate your team. Damien is “In A Pickle.”

Education 78

Education Customer Survey Sales 78

Customer Service Life

AUGUST 20, 2019

Finally, we spend a ton of time in the customer experience space, reviewing feedback from voice of customer surveys and closing the loop with customers. Support teams frequently find themselves making educated guesses as to how long it takes for their agents to send an email or solve a ticket.

Close the Loop 64

Close the Loop Contact Center Customer Satisfaction Start-ups 64

Lumoa

FEBRUARY 2, 2023

When you send out a customer survey , you just have to ask one question: “How likely are you to recommend [brand/service/product] to a friend or colleague?” 5 Strategies to Improve Customer Experience in Your Store It’s one thing to say, “We’ll give our customers a great experience!” It takes a strategic plan.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

SugarCRM

DECEMBER 2, 2021

There are many touchpoints in a customer relationship where marketing communications can play a vital role. Marketing can help in the customer onboarding process, in a product onboarding process, with regular Voice of the Customer surveys, with customer service satisfaction surveys, or NPS (Net Promoter Score) surveys.

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

Totango

OCTOBER 15, 2020

All logged interactions a customer has had with your entire organization. Customer feedback such as customer survey responses and satisfaction scores from various survey tools. . In addition to mapping customer data, customer data platforms integrate information from the tools you have already been using.

Compliance 63

Compliance Net Promoter Score Outlook Legal 63

Totango

JUNE 25, 2019

It is a living repository of every customer engagement, touchpoint, product interaction, and piece of data generated by your customer relationship. This covers every aspect of the customer relationship, including: Financial: Contract and transactional data. Voice of Customer: Survey responses and satisfaction scores.

Touchpoint 49

Touchpoint Customer Relationship Education Customer Survey 49