The Top 5 Customer Feedback Tools in 2022

Customer Experience

Don’t spend hours researching – we’ve done the work for you. Explore the top five customer feedback tools of 2022, whether you’re a consultant, insight team member, or market researcher.

1. Caplena

G2 Overall Rating: 4.8/5

Caplena is one of the most modern customer feedback tools in 2022. Based in Zürich, Switzerland, Caplena is a fast-growing company trusted by top product-led organizations, including Swisscom, eBay, DHL, and Gymshark, to name a few. This customer feedback tool provides its users with translation for 31 languages utilizing two integrated translation engines. Caplena provides its user with fast, high-quality analysis of human sentiment autonomously. Want to ensure you are GDPR compliant when conducting research? Remove personal identifiable information (PII) from feedback by using the brand-new anonymization feature. One of the best things about this customer feedback tool is that it provides its user with a fun and easy-to-use interface. The dashboard is quite intuitive and user-friendly with a clean interface. After data analysis, Caplena offers different options to present your findings, for example, with a bar chart, driver chart, or a treemap.

Overall, with a free 2-week trial and the option to book a free demo, Caplena offers one of the best opportunities to test out the customer feedback tool and find out whether it’s the appropriate solution for you!

2. Thematic

G2 Overall Rating: 4.8/5

Thematic is a customer feedback tool that is well-known among the CX and insights community. As the name suggests, Thematic offers thematic analysis on its platform. Thematic was created specifically as an automated feedback analysis customer feedback tool. Thematic discovers themes in any feedback source, automatically and without training. With its core AI text analysis, Thematic offer a ‘1-click analysis’ feature for its users. The dashboard interface is quite smooth and user-friendly making data analysis a breeze! Thematic allows one to edit the data within the ‘themes editor’ section of the platform. All-in-all, this customer feedback tool is best suited for those who collect feedback from various sources regularly, such as surveys, live chat, and complaint reviews.

3. Text iQ by Qualtrics

G2 Overall Rating: 4.4/5

Launching its powerful text analysis tool, Text iQ, Qualtrics offers a customer feedback tool that provides topic flexibility, adaptability, and detection. Text iQ offers customers two packages: Basic and Advanced. The basic package for customer feedback is quite limited for large organizations and only allows a maximum of 20,000 responses per survey, excluding a summary mode. Further, recommended topics, translation, and sentiment analysis are only available in the advanced package, restricting the user to a basic analysis without true insight into your customer’s feedback. However, if you can splash the cash on the advanced package, you get access to a customer feedback tool that will help you in your feedback analysis. One issue we’ve found with Text iQ is the user experience for data visualization. Unlike other platforms, the Text iQ platform is not the most intuitive and for the everyday user, the dashboard design could be improved. Nevertheless, if you can ignore its straightforward visual appearance, Text iQ is a useful customer feedback tool to uncover deep insights.

4. Gavagai

G2 Overall Rating: N/A

Founded in 2009, Gavagai has been designed, built, and trained to enable customer experience teams to learn more about their customers! For those dealing with customer feedback in various languages regularly, this multilingual customer feedback tool may be the solution for you. Unlike many text analysis tools, Gavagai provides a comprehensive solution for those analyzing the Nordic tongue, a niche market that Gavagai seems to get right, as well as 46 other languages. As with Text iQ, Gavagai’s user experience could be improved by becoming more visually appealing. The platform’s font choice is also an area for improvement. However, it does provide an easy step-by-step process to turn your data collection into true insights. If you want a straightforward customer feedback tool and do not mind the look and feel of the user experience then Gavagai is a useful tool that will complement your customer experience team’s work.

5. Ascribe

G2 Overall Rating: 5/5

Originally founded as Language Logic LLC, Ascribe processes hundreds of millions of open-ended text comments annually for its business partners in over 100 countries worldwide. For over two decades, Ascribe has served its clients, with old-school market researchers using this text analysis tool as the default. Unlike other customer feedback tools, Ascribe involves a lot more manual analysis, something we found quite frustrating. However, after the initial data analysis, Ascribe makes up for time wasted by offering vast options to present findings. For example, Ascribe offers users bar charts, pie charts, and relationship charts, as well as word clouds, trend lines, star charts, and a correlation matrix. While Ascribe offers a wealth of information in its visualization dashboard, it may feel congested and lacking in user-friendliness.

Final Thoughts: The Top 5 Customer Feedback Tools of 2022

In conclusion, the top five customer feedback tools of 2022 are all excellent options for businesses looking to collect and utilize customer feedback to improve their products and services. These tools provide a range of features, including the ability to collect feedback through multiple channels, analyze and report on feedback, and even integrate with other business systems. Ultimately, by choosing one of these top five tools, businesses can gain valuable insights from their customers and use those insights to drive continuous improvement and maintain a competitive edge in the marketplace.