Best Customer Satisfaction Software (Feedback Management Tools)

Customer satisfaction isn't a "one survey a year" problem anymore. The best feedback management tools let you capture CSAT right after key moments (purchase, delivery, support resolution), route responses to the right team, and turn them into actions-not just charts.

This ranking focuses on tools that work for both small businesses and enterprise teams. Some are survey-first; others are support/CRM-first. The best choice depends on where your customer conversations already live and which metrics you plan to standardize – for example CSAT vs NPS, or whether you add CES 2.0 into the mix. Listed below are the top customer satisfaction tools to consider.

Read also: 50 Customer Satisfaction Survey Questions to Strengthen CSAT

Top 5 Customer Satisfaction Tools at a Glance

Rank	Software	Best Fit in One Sentence
1	SurveyNinja	Best overall for fast CSAT surveys + automation via integrations, without heavy platform overhead.
2	Delighted	Best for automated CX programs centered on CSAT/NPS/CES with clear response-based pricing.
3	Zendesk	Best for support-led CSAT (ticket-based) with built-in triggers and customization.
4	HubSpot Service Hub	Best when CSAT needs to sit inside CRM/service workflows (seats-based).
5	Qualtrics	Best enterprise-grade CSAT programs and advanced experience management.

1) SurveyNinja - Best Overall Customer Satisfaction Software

SurveyNinja works especially well when you need a clean, reliable CSAT workflow that can be launched quickly and then "wired" into operations. You can start from customer-focused templates (for example, a logistics customer satisfaction template) and adapt the questions to your touchpoint-purchase, onboarding, delivery, or support.

Where SurveyNinja earns the #1 spot is the practical automation layer. The Integrations section in the knowledge base lists options like Google Sheets, Google Analytics, Telegram, Meta Pixel, Webhooks, and API, which is exactly what most teams need to move from "collect feedback" to "act on feedback."

A simple real-world setup looks like this: embed a CSAT survey on your site or send it after an interaction, push responses into Sheets for tracking, and fire a webhook (or Telegram alert) when someone leaves a low score so your team can follow up immediately. SurveyNinja documents these workflows directly in its integration guides.

For internal linking (and better on-site retention), this article pairs perfectly with SurveyNinja's own explainer on CSAT vs NPS and the long-form post with 50 customer satisfaction survey questions.

Suggested internal links to weave naturally into this section: the CSAT glossary page, the CSAT vs NPS article, the customer templates category, the logistics CSAT template, and the integrations hub.

2) Delighted - best for automated CX programs around CSAT/NPS/CES

Delighted is a strong choice when you want a "program" approach: continuously measuring CSAT (and often NPS/CES alongside it) with lightweight automation. Delighted positions itself around automated feedback programs and explicitly mentions CX metrics like NPS, CSAT and CES - making it a natural fit if you're building a simple, recurring customer experience program.

Pricing is straightforward and response-based. Delighted's pricing model usually spells out a free starting option (including a small number of responses) and highlights core features such as question customization and logic as part of the plans. That's convenient if you're still experimenting with formats – for example, shifting from long lists of items to shorter Likert Scale blocks.

Delighted sits slightly higher than a "basic survey tool" because it's optimized for ongoing measurement and dashboards, but it's usually less of a full enterprise platform than the largest XM suites.

3) Zendesk - Best for Support-Led CSAT Tied to Ticket Workflows

If customer satisfaction for you means "How did we do on that support interaction?", Zendesk's CSAT is built to fit that job. Zendesk's documentation emphasizes that its CSAT survey is designed to be quick and simple, while still capturing a rating and optional comment-and it also calls out that you can customize the question, scale and labels.

Zendesk also documents how CSAT sending can be controlled and customized using automations/triggers, which is important if you want consistent timing (for example, only after tickets are solved, only for certain queues, or only for certain customer tiers). For support leaders, this is effectively an IQS-like internal quality signal blended with external CSAT.

Zendesk is not the "best survey builder," but for support teams that already live in Zendesk, it's one of the most operationally convenient CSAT setups.

4) HubSpot Service Hub - best when CSAT must live inside your CRM

HubSpot is a practical pick when CSAT is part of a broader CRM-driven service motion: you want feedback linked to contacts, companies, pipelines, and service workflows. HubSpot's own knowledge base shows CSAT surveys created under Service > Feedback Surveys, and notes that users need a Service Hub seat to create feedback surveys – a reminder that you're buying into a CRM-first ecosystem rather than a standalone survey tool.

The upside is that CSAT data becomes just another object in your system of record. You can trigger follow-ups, retention plays or upsell sequences based on low or high satisfaction, and combine CSAT signals with lifecycle and activity data. If you're using HubSpot for marketing automation, that makes CSAT a natural input into lead scoring and customer health models.

Who should choose HubSpot Service Hub: teams that already run marketing + sales + service inside HubSpot and want customer satisfaction data living in the same place, tightly connected to CRM workflows.

5) Qualtrics - best enterprise CSAT programs and advanced experience management

Qualtrics is typically chosen when CSAT is one metric inside a larger, enterprise-scale experience management strategy. Qualtrics publishes a dedicated CSAT program page in its marketplace and describes CSAT as a way to understand satisfaction at key moments in the journey.

For broader enterprise CX coverage, Qualtrics also positions its Voice of the Customer offering as combining surveys, digital experience analytics, and real-time feedback tools. In larger organizations, that often connects to other research formats - for example Cross-Sectional Surveys for one-off studies, or long-running trackers analyzed with techniques like thematic analysis or advanced Quantitative Research.

If you need enterprise governance, complex programs across regions/brands, and advanced analytics, Qualtrics is often the "safe enterprise" choice-at the cost of complexity.

Read also: Primary vs Secondary Research

How to Choose the Right CSAT Tool

Most CSAT tooling mistakes come from picking the software first and the workflow second. If your CSAT needs to trigger operational action (like a retention outreach or a support escalation), prioritize integrations and alerting. If you primarily need standardized reporting across many teams, prioritize governance and analytics.

If you're building a lean but effective CSAT system, SurveyNinja's ecosystem makes it easy to connect survey collection to action via Sheets, Telegram alerts and webhooks, while supporting customer survey workflows and templates out of the box.