10 Best CSAT Software for Measuring Customer Satisfaction

Trustmary teamTrustmary team
Last edited: April 9th, 2024
csat software

It can be tough to compare different CSAT software with one another. But we’ve done that for you!

10 Best CSAT Software for Measuring Customer Satisfaction

Businesses rely on customer satisfaction to build healthy relationships with customers. The better the relationship is, the healthier the business overall. That’s why you need to keep an eye on your customer thermometer.

When it comes to marketing, companies are always looking for a particular type of consumer – the one that will buy and will continue to buy. However, this is not an easy task to accomplish.

Modern businesses online are required to satisfy the diverse and specific needs of consumers with the right products to ensure that consumers come back for more.

Since customer loyalty is one of your top business goals, it’s essential to step up your customer service and support, marketing, and sales, including formalized reporting so that you can track and monitor the satisfaction of your consumer base.

This allows you to tap into your consumer base and keep track of their:

  • Attitude and behavior toward your service and product;
  • Their preferences and buying habits;
  • Interests in new industry trends;
  • Their expectations when it comes to the future of your brand.

You can find out pretty much anything about your consumers by offering them to participate in various online surveys about your business and brand.

These survey responses are a valuable source of information that allows you to analyze the desires and needs of your consumer base.

This is where the best customer satisfaction software comes into play—to help you survey customers.

Use it to identify the right consumer base and type of consumer to attract the audience you require.

More importantly, find out your strengths and weaknesses so that you can improve, overcome, and adapt. It’s time to gather feedback.

CSAT – Customer Satisfaction Score

Customer Satisfaction Score or CSAT is one of the most effective way to harness the power of support metrics. It can also be a tool to learn

  • What your customers expect from you
  • What they think could be better
  • Your customers’ likes and dislikes about you,
  • and so much more.

Here’s how it can look like at its simplest:

CSAT tells you how satisfied your customers are with you. It can be calculated by dividing the number of happy customers with the number of replies received. Then it’ll be multiplied by 100 to get the percentage.

csat formula

Benefits of Starting to Measure CSAT – Automatically

When you start measuring customer satisfaction automatically with your software, you can also compare how your business performance measures up against your customers’ expectations.

Customer satisfaction survey software is typically quite a user-friendly survey. When you use it strategically, it can provide valuable data. It can cover data regarding marketing, product improvement, customer relations, and so much more. This data can significantly impact your customer service and revenue.

Sometimes the software offer also provide third-party integrations, which makes things a lot easier. Also having an option for multiple languages and skip logic to modify questions is also quite handy.

However, the biggest benefit is that you’ll be able to improve your business with the gathered insights. Customer satisfaction software will help you to gather more customer-centric data you can use to achieve your ultimate business goals.

What to Consider Before Implementing CSAT Software

The first step to using customer satisfaction survey software to your advantage is to create your CSAT strategy. This ensures that you to choose the tool that suits your exact customer satisfaction measuring needs.

aspects to consider before implementing csat software

Take into account at least the following:

  • Size of customer base surveyed
  • Manual surveys vs automation options
  • Frequency of surveys sent
  • Distribution channel of surveys
  • Reporting options available
  • Possibility to integrate to other systems

Since we’re fully aware that there are many available CSAT software tools out there, we’ve decided to review the top 6 customer satisfaction survey software options for measuring customer satisfaction based on online reviews. Hopefully the following list will help you improve your customer relations game.

Let’s see exactly what you can do to create a reliable feedback collection.

How Businesses Use Customer Feedback and Customer Surveys

Many world-renowned entrepreneurs have addressed the importance of customer satisfaction as one of the primary drivers of their success. Here are a couple of quotes that demonstrate how deep the connection between customer satisfaction and success is:

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.”

– Richard Branson

“Your most unhappy customers are your greatest source of learning.”

-Bill Gates

“Quality is remembered long after the price is forgotten.”

-Gucci family motto

There are many different types of satisfaction surveys that make the task at hand even more difficult.

The trick is to choose the right tool that suits your customer satisfaction survey needs and get their opinion on your approach to business.

Each methodology comes with its strengths and weaknesses, and the only way to make sure everything goes according to the plan is to create the right strategy by using the matching software tool.

That’s where CSAT comes into play.

CSAT is probably one of the most straightforward, customer-centric customer satisfaction survey software tools that allow the user to accurately measure customer satisfaction with an interaction, purchase, or business.

The tool allows you to ask questions to calculate the level of user satisfaction. One of the most significant advantages of this tool is its utter simplicity.

It is designed to give you usable results and help determine whether your strategy effectively makes customers happy. Let’s see what the pros and cons of using CSAT are just so you know what to expect.

Pros of using CSAT:

  • The process of taking CSAT is straightforward and quick;
  • It usually gets a high response rate;
  • The rating system can be modified to fit the context (Numeric scale, star-based rating system, emojis, etc.) so as to make things easier for those rating your services.

Cons of using CSAT:

  • Surveys are not the customers’ favorite thing so the reliability of the results can be questioned;
  • Cultural bias in different kinds of cultures (individualistic or collectivistic) may impact the way people rate a service;
  • The results reflect the current (and potentially short-lived) impression of your brand.

Suppose your consumers aren’t satisfied with an interaction, product, service, or something else.

In that case, it’s also easy to determine the exact moment when a negative experience happened and act accordingly to remedy the experience.

Besides, the tool also provides an effective tracking and monitoring system to track customer satisfaction across each of the customer journey and life cycle steps.

Simply use the Customer Satisfaction Score feature to see how satisfied with your business your consumers are.

why customer satisfaction surveys

Start a quick survey, engage with your customers, and get valuable data on how your customers feel at different points during the process.

The best moments to use customer satisfaction survey software are right after customer lifecycle moments (new customer onboarding), before the renewal phase of the customer’s subscription, after education interactions and customer support.

In other words, it’s best to use CSAT surveys while consumers interact with your business, using the product/service or the sales process.

How to Pick Reliable Customer Satisfaction Survey Software

Choosing the most reliable CSAT software for your needs depends on how you want to measure customer satisfaction and what kind of customer satisfaction survey you need.

The best way to make sure you’re making the right decision is to create the right strategy for measuring customer satisfaction and use it to define your focus and create a plan.

Start by choosing the right CSAT survey metric – a crucial step in selecting the right tool for the job as different metrics measure different customer satisfaction parameters:

Customer Satisfaction Score (CSAT)

Measure the level of customer satisfaction and dissatisfaction to improve your decision-making and better forecast sales.

Net Promoter Score (NPS)

NPS can be used to measure your consumers’ level of loyalty and build meaningful relationships with your customers. Net promoter score is a very important tool.

Customer Effort Score (CES)

Measure how satisfied your customers are with your customer experience and ease of operation to provide a seamless customer experience at each step of the customer journey.

Since there are many different CSAT software tools out there, we’ve decided to help you by narrowing down your selection to the top 6 customer satisfaction survey software solutions for measuring customer satisfaction that might just suit your CSAT needs.

8 Best CSAT Software in 2023

1. Trustmary

best csat software to use

Trustmary is a lot more than just a CSAT tool. It also has the functionalities to measure NPS and CES, and allows you to create any survey you need.

However, Trustmary’s main focus is on helping you get testimonials and reviews from your customers. These can then be used to convert more sales or leads directly from your website.

With Trustmary, you can experience all the essential features for measuring and analyzing CSAT and sending surveys via email or SMS.

The surveys are totally customizable and fit your brand. Here’s a very simple example:

The tool is built by marketers for marketers who want to get diverse results from their customer satisfaction survey.

In case you see focusing on customer experience and your customer satisfaction as a tool for growth, you should definitely consider Trustmary.

2. SogoCX by Sogolytics

Sogolytics offers a complete customer experience solution, SogoCX, that enables organizations to measure and manage CSAT and other customer experience metrics.

You can set targets for standard (CSAT, NPS, CES) or custom metrics, analyze key drivers and open-ended feedback to uncover opportunities, and utilize predictive analysis and natural language processing to drill down deep into current and future trends. 

For organizations that need to get started quickly, survey templates and intuitive UI make it easy to start tackling top priorities, like improving CSAT at a key touchpoint. For those in growth mode, Sogolytics scales quickly to track customer journeys, share real-time results, and turn insights into action plans for continued growth. 

Solid resources and support make Sogolytics a smart choice for both beginners and experts.

3. Lumoa

example of CSAT software to try

Lumoa isn’t your ordinary CSAT tool; it’s so much more. It’s a customer experience platform packed with features that comes with an extremely user-friendly interface.

The primary purpose of Lumoa is to allow the user to measure and manage their CSAT feedback in an organized, structural, and straightforward manner.

The main strength of Lumoa is the ability to gather data from customer surveys, analyze the information to draw conclusions and valuable insights, and finally use the filtered data to comprehend the best course of action to improve their CSAT scores.

Taking a more customer-centric approach with Lumoa will be simple and timely.

The tool is built entirely on the power of AI and helps you automatically generate surveys, gather data, track feedback, and act on valuable data collected from your markets, employees, and customers.

Use Lumoa to analyze other types of surveys, including CES and NPS, as well as open-text-responses.

4. Qualtrics

example of CSAT tool to try

Qualtrics is a customer experience management platform that can also serve as a CSAT tool for measuring customer feedback.

Its most significant strength is its diversity and versatility.

Businesses use this tool for continuous tracking of customer ratings and satisfaction metrics.

It can also be used for periodic satisfaction surveys, post-transaction evaluations, and pretty much everything else related to measuring customer satisfaction.

We’ve included Qualtrics on our list because it comes with numerous features for precise CSAT measuring and offers feedback capabilities for app, web, social, voice, SMS, and others.

Cover every existing channel of communication online and know what’s on your customers’ minds at all times. Get customer feedback in real-time, improve customer loyalty, improve customer retention, make customer feedback more actionable, reduce customer service costs, optimize customer experience and acquisition, and so much more.

5. SurveySensum

SurveySensum is an AI-enabled customer experience management platform that helps users measure, analyze, and boost their customer experience and achieve business goals. This is not just an ordinary CX tool, it is a full-fledged CX service that comes with CX consultation from top CX experts (with no extra charge!). 

These experts provide end-to-end support – from creating and launching surveys the right way to analyze and derive key actionable to drive business growth.

Along with fulfilling basic survey needs with an easy-to-use and intuitive dashboard, customizable surveys, and analytical dashboards, the tool also packs a punch with its more advanced features. 

Features like advanced text analytics software, and a real-time ticketing system for closing the feedback loop, enable users to extract actionable insights, take action in time, and boost the overall customer experience while driving the CX-driven ROI.

6. Zonka Feedback

Zonka Feedback offers a powerful CSAT survey software to measure customer satisfaction along with other CX metrics.

This customer experience and feedback management software allows users to collect customer feedback in the moment, get real-time alerts, identify unhappy customers, and take required actions to prevent them from churning.

You can use this software to capture customer sentiments across every touchpoint in the customer journey. Its survey distribution channels cover email, website, SMS, in-product, QR codes, kiosks, offline survey apps, and more.

Zonka Feedback offers in-depth survey reports and analysis to help identify satisfied and unhappy customers, take required actions, and win them back. It offers multiple question types and allows you to collect qualitative as well as quantitative data. You can include questions like smiley rating, star rating, hearts rating, CSAT button, CSAT Likert scale, picture rating, and other scales to measure customer satisfaction.

Besides CSAT surveys, you can also create NPS surveys, CES surveys, and other types of surveys, feedback forms, polls, quizzes, and more. Use this tool to improve customer experience, boost loyalty, and enhance retention through feedback-driven insights.

7. BirdEye

BirdEYE is an exceptional customer review management software that also includes fine-tuned CSAT surveys with all necessary and sophisticated features you need to measure the level of customer satisfaction accurately.

The tool supports all communication channels, including text messages. However, this is quite an intuitive customer satisfaction survey software.

It utilizes the power of AI technologies such as natural language processing to analyze customer feedback and give you valuable and meaningful, actionable insights on how to improve your actions.

Create your intuitive CSAT surveys, distribute them in all channels to reach your entire customer base across the channels they prefer, and provide them with a more customer-centric, personalized user experience to engage them further and get unbiased feedback in real-time.

BirdEye also includes a benchmarking tool that helps SaaS businesses (and others) monitor how their competition stacks against their user expectations and compare the performances.

If you’re looking to increase customer satisfaction, retention and get ahead of the competition curve, BirdEye is a perfect CSAT software for achieving both goals.

8. Nicereply

Nicereply takes your customer satisfaction to a whole new level.

This customer survey tool allows you to create, customize, and send CSAT surveys and questionnaires effortlessly and seamlessly right after ticket resolution or in every action, depending on your needs.

The customer satisfaction software is also equipped with the ability to create progress reports, use multiple scales, add additional questions, and more. Besides CSAT surveys, you can also use Nicereply to cover your NPS and CES needs.

This is quite a popular tool across various industries as it’s very useful in helping enterprises increase customer satisfaction.

It’s particularly effective in measuring customer service quality and providing actionable insights into how to improve customer satisfaction, measure CSAT, and significantly increase customer response rates.

It can help your business gather more feedback and avoid unhappy customers.

Top features include data analysis tools, a mobile survey option, email marketing, custom curvey URLs, tracking KPIs, generating reports, setting goals, and more.

Keep your entire CSAT management in one place.

9. Survicate

Excellent customer service matters so much that over 60% of B2B consumers decide to buy more if a business can provide exceptional customer journey.

While engaging your consumer base in surveys is an excellent way to find out how satisfied they are with your performance, it’s crucial to know how to build surveys and questionnaires that match your ideal buyer persona and that of your customers.

Survicate is the perfect tool for that task as the software helps build CSAT surveys based on buyer personas methodology.

It offers a range of survey distribution opportunities, personalized experiences, and various survey templates.

Distribute your CSAT surveys across all channels like email, text, web, social, etc. Use the central Feedback Hub to manage real customer feedback and turn it into actions.

Capture more customer feedback, provide a better customer experience with each interaction, engage your consumers with chats, links, and emails, and run targeted surveys in mobile and web apps and websites.

10. SmileBack

If your business falls into the category of IT solution providers and MSPs, SmileBack is the perfect CSAT software for you.

It helps gather actionable and genuine customer feedback to increase revenue and improve customer retention.

It’s invaluable to have real-time, up-to-date, accurate, and actionable data in today’s online business environment, especially regarding something so crucial as your customer service, satisfaction, experience, and retention.

SmileBack is a real-time CSAT software that allows you to accurately measure customer satisfaction in real-time and collect actionable feedback after every single interaction through track trends and help desks.

Gather real-time customer feedback, respond to your customers, create meaningful reports, and provide a user-friendly platform where more customers can leave their impressions regarding your service, product, brand, and business.

The strongest features of SmileBack include feedback collection, customer insights and data analytics.


We live in a digital world where the internet plays a crucial role in every aspect of our daily life. The same goes for the business industry.

The internet gave birth to the e-commerce industry, which is very different from the traditional business model.

It’s now all about ways to improve customer retention, feedback collection, satisfying their needs and wants as well as preferences and buying habits, and more reviews.

In this new order of things, measuring customer satisfaction has become one of the main driving factors of business success.

With that in mind, having the right CSAT software tool is how you provide your business with a competitive advantage that you can leverage to reach the best customer satisfaction scores, get ahead of the competition curve, create satisfied customers and become a trustworthy authority in your business niche beyond.

Creating surveys has never been easier and you can now streamline your customer experience management!

Further Reading:

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