7 Best Customer Feedback Tools for SaaS Teams

The quick answer

Quick answer: customer feedback tools collect, organize and help you act on what customers tell you, through in-app and email surveys (NPS, CSAT, CES), session recordings, feature-request boards and ratings after support conversations. For a SaaS team, the shortlist depends on the job: Userpilot, Pendo or PLG OS for surveys inside your product, Zonka Feedback or Feedbackly for survey programs across email, SMS and web, Productboard for turning requests into a roadmap, and Contentsquare (formerly Hotjar) for seeing where people struggle on your site. Prices below are as of September 2026.

If you’re running a SaaS company, you already know this: customer feedback is gold. It’s the heartbeat of your product evolution, user satisfaction, and ultimately—growth. You can build the sleekest interface, the fastest onboarding, and offer amazing features, but if you're not listening to your users, you’re flying blind.

That’s why picking the best customer feedback software isn’t just a nice-to-have. It’s mission-critical. In this blog, we’ll break down the top customer feedback tools for SaaS businesses, how to pick the right one.

What is customer feedback?

Customer feedback is the information, opinions, and insights shared by customers about their experiences with a product, service, or brand. According to Zendesk's CX Trends 2025 report, 63% of consumers are willing to switch to a competitor after just one bad experience, making customer feedback essential to prevent churn.

For SaaS companies, customer feedback is crucial in shaping product development, enhancing user experience, and driving customer satisfaction and loyalty. Whether positive or negative, feedback offers actionable data that guides smarter decisions, enabling companies to build solutions that truly meet user needs and stay competitive in a rapidly evolving market.

What are Customer Feedback Tools?

Customer feedback tools are software solutions that let you gather, evaluate, and manage feedback from customers. In Verint's 2022 State of Digital Customer Experience report, 64% of consumers surveyed said they had stopped doing business with a company because of a poor customer experience.

These technologies assist organizations in understanding their consumers' experiences and requirements by gathering information through a variety of techniques, including surveys, reviews, and direct feedback platforms. The obtained data can then be utilized to make informed decisions about improving products, services, and the overall user experience.

Which customer feedback guide fits your job?

This page covers customer feedback tools in general: anything that helps you hear customers and act on it, from surveys to support ratings. We keep three narrower guides for more specific jobs:

• If you want to collect feedback from users inside your product, such as in-app surveys, feature-request boards and bug reports aimed at product teams, read our list of the 30 best SaaS feedback tools for user feedback.
• If you are comparing tools by type, including review generation and management tools that work with sites such as G2 and Google Business, see 13 customer feedback tools for SaaS companies, grouped by type.
• If the goal is to collect and analyze feedback automatically across channels, go to our guide to customer feedback tools that automate feedback collection.

Why Customer Feedback Tools for SaaS Companies Matter?

SaaS is a living, breathing entity. It's not a one-time product delivery—it evolves with time and user behavior. And in the age of Product-Led Growth (PLG), your product is your growth engine. That means listening, adapting, and iterating faster than ever.

Here’s what the right SaaS feedback tools can help you do:

• Capture real-time product insights
• Understand customer sentiment at scale
• Reduce churn by identifying pain points early
• Prioritize the right features in your roadmap
• Foster a sense of collaboration with your users

What to Look for in Customer Feedback Tools

Before we jump into our curated list, here’s what makes a feedback tool truly valuable for a SaaS company:

1. In-app feedback collection - Meeting users where they are
2. Segmentation - Feedback from free vs premium users, trial vs active
3. Analytics & reporting - Making sense of feedback at scale
4. Integration with your stack - Think PLG OS, Jira, Slack, Notion, Hubspot, etc
5. Scalability - Can it grow with your product and customer base?

Types of Customer Feedback Tools for SaaS Companies

To truly understand your users, you need to collect feedback from multiple angles. Here are the main types of customer feedback tools used in the SaaS space:

• In-App Survey Tools:

  These feedback widget tools collect feedback directly inside your product interface. They’re perfect for gathering contextual insights while the experience is fresh.
  Example: Userpilot, Appcues

• NPS, CSAT, and CES Tools:

  These tools focus on measuring customer satisfaction, effort, and loyalty through structured surveys. Great for tracking overall sentiment and user happiness over time.
  Example: Zonka Feedback, Survicate. Delighted, once a common pick here, was shut down by Qualtrics on June 30, 2026.

• Product Analytics with Feedback Integration:

  Tools that blend behavioral analytics with survey capabilities to help teams correlate actions with feedback. This helps in understanding the why behind the what.
  Example: Pendo, Contentsquare (formerly Hotjar)

• Visual Feedback Tools:

  These offer heatmaps, session recordings, and click tracking to visualize how users interact with your product. It’s useful for UI/UX teams to spot friction points.
  Example: Contentsquare (formerly Hotjar). Smartlook, now part of Cisco, stopped selling new subscriptions on May 31, 2026.

• Roadmap & Prioritization Tools with Feedback Capture:

  These tools help collect, prioritize, and link feedback directly to product decisions. Perfect for scaling SaaS teams managing high volumes of user requests.
  Example: Productboard, Canny

• In-App Component Platforms:

  Tools that add ready-made feedback components (surveys, NPS, inline ratings, bug and feature-request forms) to your product through an SDK, alongside onboarding and help components, and let non-engineers edit them from a dashboard.
  Example: PLG OS

• Customer Support Feedback Tools:

  Helpdesks that ask for a rating after a support conversation, to gauge customer satisfaction and team performance. In Zendesk, CSAT surveys need a Suite Growth or Support Professional plan or higher; Intercom collects conversation ratings.
  Example: Zendesk, Intercom

7 Best Customer Feedback Tools For SaaS Companies

1. PLG OS

PLG OS is a set of in-app components built specifically for SaaS companies embracing Product-Led Growth. For feedback, it offers an in-app NPS survey, inline feedback, ready-made surveys (onboarding experience, feature usage and product improvement) and a feedback workflow that takes bug reports and feature requests through a multi-step form with category classification and routing.

What sets PLG OS apart:

• Feedback components sit on the same SDK as onboarding, a Help Hub and gamification, for web and mobile apps
• Text and settings are edited from a no-code dashboard, and each component page lists A/B testing and personalization
• Responses are added to each user’s profile in PLG OS and can be sent to your CRM or other tools
• Audience segmentation on custom events and attributes (Growth plan)

If you want feedback collection to live inside your product, next to onboarding and help, PLG OS is worth a look.

Pricing (as of September 2026): free tier for 100 monthly tracked users and one component; Starter $49/month and Growth $149/month on monthly billing, per its pricing page.

2. Userpilot

Userpilot is more than a feedback tool: it calls itself a product growth platform, combining product analytics, in-app flows and surveys. What makes it shine is its ability to trigger in-app surveys based on user behavior. For example, you can show a quick NPS survey after someone completes a key action or finishes onboarding. On the Starter plan surveys are limited to NPS; the full survey builder and event-based triggering come with Growth.

Why SaaS teams love it:

• Granular user targeting
• Easy-to-design UI
• Deep analytics and segmentation
• Combines feedback with behavior-driven engagement

Perfect for: Product teams that want in-the-moment, contextual feedback without developers getting involved.

Behavior-triggered surveys make it easy to ask too often. Before you add one, set a ceiling for every prompt in the product: our in-app prompt frequency budget caps interruptions per session and per week and ranks surveys below the prompts that help users finish a task.

Pricing (as of September 2026): Starter $299/month for up to 2,000 monthly active users; Growth from $849/month; 14-day free trial, no free plan.

3. Contentsquare (formerly Hotjar)

Hotjar is now Contentsquare: hotjar.com redirects to Contentsquare, which says new Hotjar accounts can no longer be created and that new users sign up on Contentsquare instead. The heatmaps, session recordings and surveys Hotjar was known for carry on there.

It offers visual feedback in the form of heatmaps, session recordings, and surveys. Want to know where users get stuck or what they ignore? This tool gives you the story behind the clicks.

What makes it a top customer feedback tool:

• On-page surveys (exit intent, etc.)
• User behavior tracking
• Combines qualitative and quantitative feedback

It’s incredibly useful for UX/UI teams looking to align product design with real user actions.

Pricing (as of September 2026): free plan with 200k monthly sessions and basic surveys; Growth from $39/month billed yearly ($49 monthly).

4. Productboard

Productboard is used by Fortune 500 and high-growth product teams, and it has a free plan for smaller ones. It doesn’t just collect feedback—it helps you prioritize it and connects it with your product roadmap.

Standout features:

• AI-surfaced feedback trends and customer importance scores for feature ideas
• Customizable roadmaps
• Centralized insights from multiple feedback channels (email, Slack, helpdesks such as Zendesk, a feedback portal; Salesforce on Enterprise)

If you're drowning in feedback and don't know what to build next, this might be your life raft.

Pricing (as of September 2026): free plan; Business from $59 per maker per month, billed annually.

5. Pendo

Pendo is a heavyweight—it’s more than just a feedback tool. It combines product analytics, onboarding, and in-app messaging with product feedback collection.

Why it's on this list:

• In-app polls tied to product usage data
• Feedback loop directly integrated into product flows
• Helps close the loop between usage and sentiment

If your SaaS is scaling and you're looking for one solution to tie behavior with voice-of-customer insights, Pendo nails it.

Pricing (as of September 2026): Pendo Free covers up to 500 monthly active users and includes Pendo-branded NPS surveys. Paid plans are quoted; surveys are included in Ultimate and are a paid add-on on Base and Core.

6. Zonka Feedback

Zonka Feedback is a versatile, multi-channel customer feedback platform designed to capture insights via email, SMS, WhatsApp, web, in-app surveys, kiosks and QR codes. It’s built to measure customer experience through NPS, CES, and CSAT scores in real time. That matters because service drives repeat business: 88% of customers say good customer service makes them more likely to purchase again, according to Salesforce.

Why SaaS companies love Zonka:

• Real-time alerts and daily digests to act fast
• Easy-to-use dashboards with detailed reports
• 200+ survey templates and automated workflows
• Integrations with CRM and support tools such as Salesforce, HubSpot, Intercom and Zendesk

Ideal for customer success and support teams aiming to boost satisfaction and retention. If you run NPS inside your product, decide who is eligible and how long to wait between asks before launch; our in-app NPS eligibility and cooldown worksheet gives defaults for both.

Pricing (as of September 2026): quoted, based mainly on response volume; 14-day free trial.

7. Feedbackly

Feedbackly offers an all-in-one customer experience platform combining surveys, analytics, and customer journey tracking. It’s particularly useful for SaaS companies that want to tie feedback directly to the customer lifecycle.

What sets Feedbackly apart:

• Multi-channel feedback collection (email, SMS, website pop-ups, in-app on mobile, iPads and kiosks)
• Customer journey mapping and analytics
• Real-time alerts triggered by rules you set on incoming feedback
• Integrations with Salesforce, HubSpot, Slack, Teams, Pipedrive, Mailchimp and more

Great for organizations looking to align product and support teams around a shared customer view.

Pricing (as of September 2026): from €199/month billed annually (€249 monthly) for 5,000 responses a year and one user; 14-day free trial.

So Which Customer Feedback Tool Should You Choose?

How Customer Feedback Tools Help in Customer Retention

Customer feedback tools play a crucial role in improving retention for SaaS companies by offering real-time insights and enabling proactive decision-making. Here’s how:

• Identify Pain Points Early:

  Customer feedback tools help uncover issues or frustrations users face before they escalate into churn, giving teams time to act.

• Enhance User Experience:

  By analyzing feedback, companies can refine UI/UX, making the product more intuitive and user-friendly—leading to higher satisfaction.

• Personalize Customer Support:

  Feedback after support interactions helps improve response quality, personalize help, and make users feel heard and valued.

• Prioritize Features That Matter:

  Tools like PLG OS or Productboard link feedback to roadmaps, ensuring product teams build what customers actually want, not just what they assume.

• Build Trust Through Transparency:

  Showing users that their feedback leads to real improvements strengthens brand trust and emotional connection.

• Track Customer Sentiment Over Time:

  NPS and CSAT tools help monitor loyalty and detect drops in satisfaction, prompting timely retention campaigns.

• Close the Feedback Loop:

  Following up with users after acting on their feedback shows you care—this increases engagement and reduces churn.

Final Thoughts: Feedback Is a Superpower

The best SaaS companies aren’t just fast. They’re customer-obsessed.

They don’t build features based on gut feelings. They let users guide them. They treat feedback like data—not noise. And most importantly, they have the systems and tools to act on it.

Choosing the right customer feedback tools gives you that edge. It helps you create better products, retain more users, and grow through value—not hype.

So whether you're just starting your PLG journey or already scaling your SaaS product, investing in the best customer feedback software is one of the smartest moves you can make.

Want to go one step further? Pair your favorite tool with PLG OS, and transform every piece of feedback into a step toward product greatness. Book a call today!!

FAQs

1. What are customer feedback tools?

Customer feedback tools are software solutions that help businesses collect, analyze, and act on feedback from their users to improve products and services. They range from in-app and email surveys (NPS, CSAT, CES) to session recordings, feature-request boards and ratings collected after support conversations.

2. What is the best customer feedback tool for SaaS?

It depends on the job. For in-app surveys triggered by what users do, look at Userpilot, Pendo or PLG OS; for NPS, CSAT and CES programs across email, SMS and web, Zonka Feedback or Feedbackly; for turning feature requests into a roadmap, Productboard; and for seeing where people struggle on your website, Contentsquare (formerly Hotjar). Most SaaS teams pair one collection tool with one place to prioritize.

3. Are there free customer feedback tools?

Yes. As of September 2026, PLG OS has a free tier for 100 monthly tracked users, Pendo Free covers up to 500 monthly active users and includes Pendo-branded NPS surveys, Contentsquare (formerly Hotjar) has a free plan with basic surveys, Productboard has a free plan, and Canny's free plan covers 25 tracked users. Userpilot, Zonka Feedback and Feedbackly offer free trials instead of free plans.

4. Can I use multiple feedback tools at the same time?

Yes, many SaaS companies use a combination of tools to capture different types of feedback, such as in-app surveys, NPS scores, and user behavior analytics. Agree on one place where all of it is read and prioritized, and limit how often any user is asked, or the tools end up competing for the same people.

5. What should I consider when choosing a customer feedback tool?

Consider your company's size, budget, integration needs, type of feedback required, and how the tool fits your team's workflow and product goals. Check which plan includes the features you need, because surveys, event-based triggers and CRM integrations are often reserved for higher tiers.