Updated: Apr 1, 2021
Did you know that 84% of companies that analyze and improve their customer experience show an increase in their profit?
In recent times, many companies have begun to realize how tools related to customer feedback analytics, sentiment analysis, and text analytics software can change their product roadmap for good. These tools have also helped them understand their customer needs and expectations in order to provide better upgrades and to stay ahead of the competition.
As the renowned businessman Stephen Covey once said: "Technology and tools are useful and powerful when they are your servant and not your master."
Are you looking for the latest customer feedback analytics tools that can not only help you but also lead you to master customer success?
Let's evaluate the top 10 customer feedback analytics tools in 2021 that are invaluable for your business.
This evaluation is prioritized with a list of criteria such as pricing, onboarding, accredited reviews, features, setup and training, analytical capabilities, and ease of use.
Pyoneer is a mid-sized enterprise that aims to assist companies in turning customer feedback into growth. This is the only solution on the market that doesn’t require any data labeling effort or data science expertise (or, in simpler terms: no code required). Thanks to automatic updating through AI models, you can easily collect feedback that’ll assist you in reducing customer churn and enabling product-led growth.
Additionally, one-click integration to various customer feedback channels, no-code experience needed, and a simple process to collect customer feedback are some of the top qualities that Pyoneer is known for. The custom themes AI model is based on the easy and no-code training of the custom text classifier.
Pyoneer is a self-learning technology that reduces data labeling effort by 95%. It is a scalable solution that improves and learns automatically and in turn, achieves 97% accuracy within a few days.
With standard and customizable data displays and the ability to pin multiple widgets onto dashboards, a wide variety of themes can be analyzed. The themes board has a search bar that suggests various kinds of themes and has a pivot table tab that shows stats for all themes with an overall sentiment analysis display. Using Pyoneer, product managers and customer success can easily respond to customer complaints.
Actionable insights and impact prediction of customer issues allow aligning customer needs with business strategy. The solution enables the identification of the most relevant customer issues, providing actionable insights, and predicts the most impactful action by correlating themes and strategic company goals.
The ONLY solution on the market where no data labeling effort and data science knowledge is required.
Easy and NO-code training of custom text classifier.
No-Code experience needed, easy to collect feedback.
In customer experience, the survey/poll management and knowledge management features need improvement.
Pricing: Usage-based pricing based on the amount of customer feedback analyzed
Starting at 499 € per month
Chattermill is a mid-sized enterprise that offers a unified customer feedback analytics solution that helps brands redefine the customer experience. They provide in-person training, webinars and documentation for efficient use of the solution. The solution provides powerful chart and reporting functionality and has the ability to collect feedback from existing sources like service, chat, customer feedback survey, or others.
Chattermill allows classifying customer feedback on themes and sentiment analysis. Feedback integration is the same as Pyoneer and the setup of themes and training of the automated text classifier is supported by Chattermill support. The solution allows creating custom themes by the end-user, but it requires data science expertise to train custom AI models and to automate text analytics. Continuous data labeling and high maintenance effort is required due to updating models with feature releases or market changes.
The solution provides various charts to analyze mentions and sentiment of feedback for existing themes. Chattermill allows us to analyze trends from existing themes and combine them with sentiment analysis or NPS information but only provides mentions of single themes. Root causes of customer problems are often hidden inside of themes and the ability to correlate themes is not supported which limits the ability to find real actionable insights.
They offer a free plan but to add data you need a dedicated customer success manager from Chattermill who will guide you in setting up the themes, dashboard and new users need to get in touch with the customer success team often to make changes and set up new custom themes.
The Chattermill team is incredibly responsive and helpful.
Being able to search keywords to find insights easily and share them with stakeholders.
Feature on the metrics page that allows you to set up a dashboard.
Data Science expertise required to train custom AI models.
Impact prediction is not supported
Drill into themes to find not available
Chattermill Pricing: Based on Volume
Free to £ 990 for teams with more than one source of customer feedback.
Enterprise: According to needs
Prodsight is another tool that focuses on centralizing customer feedback. Prodsight is a start-up existing in the small and mid-sized market segment that uses AI to help companies retain their customers. Further, they provide training through live or online, webinars and documentation for new users. Customer support is limited to online and business hours only.
Prodsight provides a pretty easy setup that allows users to connect to different feedback sources and to set up company-specific topics with theme recommendations. You also get the recommendation for the custom themes but it gets difficult to train the models to similar messages takes much effort due to updating models just like Chattermill. Data science skills are needed to find related keywords in order to find similar feedback. Prodsight has no self-learning technology that updates theme classification, so the models require data labeling and need to be maintained manually by experts.
The solution allows analyzing themes based on mentions and sentiment of feedback. The solution has no way to import existing customer data like NPS score or user data to do a more powerful correlation analysis of the themes. So understanding the impact of themes is very basic and requires comparing themes with data that exist in other tools. The ability to find specific problems is only possible by creating sub-themes manually, as the solution doesn't provide correlation analysis to other existing themes, which limits the ability to find real actionable insights.
Correlation and Impact analysis of themes only mentions single themes and finding the root cause and correlating themes is not supported.
Seamlessly analyzes large datasets of customer feedback.
Integrate other data sets to combine centrally into one central hub to get the net sentiment.
An efficient way to categorize and analyze user feedback in an easy-to-use package.
User Interface is hard to get used to.
Impact prediction is not supported
Correlation analysis of themes not available
Impact prediction very limited
No customer data import
Prodsight Pricing: Based on Volume
Start-up: $100 per month
Teams: $ 1000/ month
Enterprise: According to needs
Thematic promises immediate value from data by doing the heavy lifting for companies utilizing Artificial Intelligence in the small and mid-sized market segment. With multiple options for customer support, such as 30 minutes zoom call, via Email, custom onboarding, and monthly check-ins, they really seem to be doing the heavy lifting.
The analytics section in Thematic contains data represented on charts and the correlating comments side-by-side, allowing the user to see during which period the comments were sent in. Same as Pyoneer, the dashboard contains features and widgets including bar graphs, top comments, etc that show right away. Additionally, there is an option to create multiple dashboards for a single data set but finding the root cause and correlating themes is not supported.
The custom theme board of Thematic has various features that use a robust filter system but when it comes to understanding data science expertise, the technical knowledge is required to train custom AI models, continuous data labeling. Similar to Chattermill and Prodsight, thematic involves high maintenance which in turn requires additional resources.
The theme editor shows edit history, merged themes and theme keywords while the theme pages have a section where related themes and subthemes appear. Individual theme pages have an overall sentiment display and the solution uses a split-screen so that the user can see and edit themes at the same time. Further, it is not self-service ready and requires onboarding with the Customer success department similar to Chattermill and Prodsight.
The tailored support based on specific user experience.
The themes and the statistical significance of each comment per the theme.
A user-friendly and intuitive platform.
Lack of negative feedback management and customer feedback survey / poll management.
Call reporting and complaint monitoring functions missing.
Customer success manager onboarding required.
Thematic Pricing: Based on Volume
Free to £ 200 per month at the start
£ 500 for SMB
Enterprise: According to custom needs
Qualtrics being a large enterprise is recognized as the new operating system for experience design and improvement has a proven record of accomplishment. It indeed lives by its name by providing exceptional training and support. Training is offered through documentation, In Person, Online, and Webinars. Customer representatives are available 24/7 apart from the support offered during business hours and online.
The feedback integration is the same as Medallia where the main focus is on analyzing the surveys collected and technical expertise is needed to integrate different feedback channels. The analytics section is pretty standard, consisting of bar charts/ graphs, and only consists of single themes. The dashboard immediately shows all user projects. The project page has a customer feedback survey, actions, distributions, data and analysis, and reports sections.
It also shows top survey feedback as well as the analytical data information. Very basic text analytics available and requires adding keywords manually to topics. Similar to Medallia this also does not support semantic similarity and suggestion of relevant keywords
Qualtrics simplifies complex approaches enhancing our ability to quickly provide deep customer insights and analytics.
Easy to navigate and has the cleanest UI.
A custom dashboard is intuitive and provides an overview of your most crucial metrics.
It does not give complete control of customer feedback surveys.
Bugs/glitchy at times.
More awareness and training around features.
Qualtrics Pricing: No publicly available data
The average revenue per account ranges from 30-150k per year.
Medallia is a very large enterprise, is a powerful tool to connect different feedback sources, and offers a variety of functionalities like surveys, digital customer feedback form, and many more. They provide text analytics and sentiment analysis functionalities based on the specified and required themes. One important aspect that Medallia lacks is the ability to create custom themes. Overall, their themes are basically limited and have very basic text analytics. Keywords must be manually added to topics and it does not support semantic similarity and suggestion of relevant keywords.
The main focus is on analyzing customer feedback surveys collected with Medallia and technical expertise is needed to integrate different feedback channels. Medallia mentions only single themes, and there is a need for the human interruption to check whether all the data are updated properly and a few changes in terms of customization require help from the Medallia team.
The ease of creating new surveys, managing touchpoints to receive NPS scores, and the analytics.
Handles large customer data sets
Amazingly intuitive design
Integrations to other systems for workflows.
Difficult to configure on our own. Need a specialist to do that.
It's very complex to configure.
Medallia Pricing: No publicly available data.
Based on their account, their average revenue is 500,000 per year and they target very large enterprises.
Working on the motto: “There’s a better way to ask,” Typeform, a start-up and SME, focuses on making filling out customer feedback forms a fun thing to do. Their main purpose is to collect more customer feedback via survey functionality. Creating spreadsheets, tracking projects and analyzing data with the usage of bars and charts are its major analytical capabilities.
The templates are great and the solution consists of simple and clean themes. UX is easy to understand and there are multiple options to create or customize questions according to your needs. Very basic text analysis available that requires keywords to be manually added to topics and doesn't support semantic similarity and suggestion of relevant keywords.
Typeform has limited internal reporting tools and gives the ability to download the report only in Excel. Managers would be happier if there was an option to download an analytical representation (visual representation) of reports to share with the team. It lacks in terms of providing analytical functions/solutions.
Typeform is a highly productive tool considering that sign-up to a new form takes less than a minute and the ability to store and download survey results easily. The solution provides the use of logic and decision trees to understand the submitter better and provides seamless integration with other tools.
The editor used to set the surveys up is intuitive and easy to work with.
Intuitive and well-designed customer feedback survey platform.
Simple and intuitive UI
Typeform misleads new customers by marketing Question Groups as a feature.
Support is minimal and lacks immediate services for the customers.