Do you measure customer satisfaction with... spreadsheets and manually sent surveys? 😅
It's time to step up a gear with customer satisfaction software worthy of 2025.
In this ultra-complete guide, we'll explore what customer satisfaction software is, why it's essential, essential features, a detailed comparison of the best tools on the market (CSAT, NPS, CES), how to choose the right solution for your needs, and best practices for maximizing the value of your feedback data.
Whether you're launching your first satisfaction measurement program or looking to modernize your current approach, this guide will give you all the keys. Let's get started! 🚀
What is customer satisfaction software? Customer satisfaction software is a platform that enables you to measure, analyze and act on customer feedback through various indicators (CSAT, NPS, CES) and channels (email, SMS, web, app).
Main objectives :
Continuous satisfaction measurement Identify friction points Detect at-risk customers (prevent churn) Improve customer experience in a data-driven way Turning feedback into concrete action Key difference from a simple survey tool:
Basic survey tools (Google Forms, SurveyMonkey): create forms, collect responsesCustomer satisfaction software : survey automation, automatic score calculation (CSAT, NPS, CES), segmentation, sentiment analysis, CRM integration, real-time alerts, advanced reporting, automated workflowsIn other words: a survey tool that collects data. Satisfaction software measures, analyzes, alerts and helps you take action .
Why invest in customer satisfaction software in 2025? The figures speak for themselves:
86% of buyers are willing to pay more for a better customer experienceIncreasing customer retention by 5% boosts profits by 25 to 95% . Acquiring a new customer costs 5 to 25 times more than keeping an existing one Customer-oriented companies are 60% more profitable than non-customer-oriented companies 73% of customers say that the customer experience is an important factor in their purchasing decisionsBut beyond the stats, here's why it's critical:
1. Detect problems before it's too late A dissatisfied customer who doesn't complain... simply leaves. Satisfaction software captures these weak signals.
2. Make decisions based on data, not intuition "I think our customers like X" → "Data shows 72% of customers are frustrated with Y"
3. Measure the impact of your initiatives Have you deployed a new chatbot? A new process? Measure its impact on satisfaction right away.
4. Prioritize improvements Limited resources? Focus on what has the greatest impact on satisfaction (identified by the data).
5. Turning detractors into promoters Real-time alerts on dissatisfied customers → rapid intervention → problem solved → delighted customer.
To find out more about measuring satisfaction, consult our complete guide: How to measure customer satisfaction .
The 3 key indicators to measure 1. CSAT (Customer Satisfaction Score) What is it? Measures satisfaction with a specific interaction.
Typical question: "How would you rate your experience today?" (scale 1-5 or 1-7)
Calculation: (Satisfied customers / Total respondents) × 100
When to use it: After each interaction (purchase, support ticket, call)
Good score: 75-85%+.
To find out all you need to know about CSAT, read: What is CSAT? and How to calculate the CSAT score .
2. NPS (Net Promoter Score) What is it? Measures loyalty and likelihood of recommendation.
Question: "On a scale of 0 to 10, how likely are you to recommend our company?"
Calculation: % Promoters (9-10) - % Detractors (0-6)
When to use it: Quarterly or after key moments (onboarding, renewal)
Good score: +30 to +50 (varies by industry)
3. CES (Customer Effort Score) What is it? Measures the effort required of the customer to solve his problem.
Question: "Did the company make it easy to solve your problem?" (scale 1-7)
Calculation: Average score (the lower the better)
When to use it: After support interactions
Bon score : Score faible (idéalement < 2 sur échelle 1-7)
Which indicator to choose?
CSAT : to measure immediate satisfactionNPS : to measure long-term loyaltyCES : to measure ease of use/supportThe best programs use all 3 in combination. ✅
The essential features of good customer satisfaction software 1. Multi-format survey creation What to look for:
Pre-built templates (CSAT, NPS, CES) Customization (branding, colors, logo) Open + closed questions Conditional logic (dynamic questions based on answers) Multi-language 2. Omnichannel distribution Broadcast channels :
Email SMS In-app (popup in your application) Web (embed on your site) Cat QR code (for physical points of sale) 3. Automated mailings Automatic triggers :
After a purchase After resolving a support ticket After X days of use At regular intervals (quarterly for NPS) No more manual surveys. Everything is automated. 🔥
4. Automatic score calculation CSAT calculated in real time NPS with segmentation Promoters/Passives/Detractors CES with time trend Trends and developments 5. Real-time alerts Alert scenarios :
Client insatisfait (CSAT < 3/5) → alerte immédiate à un manager NPS detractor (0-6) → Customer Success alert High CES (difficulty) → support alert Act before the customer leaves. ⚡
6. Text analytics Open comments are a gold mine... if you know how to analyze them.
Features :
Automatic sentiment detection (positive/negative/neutral) Extraction of recurring themes Keyword clouds Automatic categorization 7. Advanced segmentation Analyze satisfaction by :
Customer segment (new vs. old, VIP vs. standard) Product/Service Contact channel Agent (who performs best?) Period (evolution over time) 8. CRM and business tool integrations Essential integrations :
CRM : Salesforce, HubSpot, Zendesk, FreshdeskSupport : Intercom, Gorgias, FrontCommunication : Slack, Microsoft Teams (alerts)Analytics : Google Analytics, MixpanelSatisfaction data must feed your CRM and operational tools.
9. Reporting and dashboards Key reports :
Executive Dashboard (overview) Scores over time Benchmarking (vs. industry or vs. past periods) Reports by segment Top satisfaction/dissatisfaction drivers 10. Automated workflows (closed-loop) Real power: turning feedback into action.
Workflow example:
Customer replies CSAT = 2/5 Automatic alert sent to manager Ticket automatically created in CRM Follow-up email sent to customer within 2 hours Problem solved Follow-up survey sent automatically 3 days later This is what we call closed-loop feedback : measure, act, close the loop.
The best customer satisfaction software in 2025 1. Zendesk (full suite) Highlights :
All-in-one platform (support + satisfaction) CSAT and NPS natively integrated Automatic dispatch after ticket resolution Excellent reporting Rich integrations Weaknesses :
High price for advanced features Limited survey customization Price: From €55/agent/month
Ideal for: Companies already using Zendesk for support.
Find out how to enhance Zendesk with an AI chatbot .
2. Qualtrics (enterprise-grade) Highlights :
The most powerful solution on the market Advanced analytics (AI, prediction) Huge library of templates Infinite customization Outstanding support Weaknesses :
Very expensive (reserved for large companies) Complex to deploy Steep learning curve Price: On quotation (typically €50K+/year)
Ideal for: Large companies with large budgets and complex requirements.
3. Simplesat (simplicity) Highlights :
Ultra-simple interface One-click surveys (CSAT and NPS) Native integrations with ConnectWise, Autotask, Zendesk Clear, visual reports Deployment in minutes Weaknesses :
Limited advanced features Less suitable for large organizations Price: From $39/month
Ideal for : SMEs and MSPs (Managed Service Providers).
4. Zonka Feedback (complete platform) Highlights :
Supports CSAT, NPS, CES on all touchpoints Integrated AI for sentiment analysis Multi-channel (email, SMS, web, in-app, tablet kiosks) Closed-loop feedback workflows Excellent value for money Weaknesses :
Price: From $49/month
Ideal for: Companies that want to measure satisfaction across the entire customer journey.
5. Refiner (in-app surveys) Highlights :
Specialized in in-app surveys (SaaS) Non-intrusive micro-surveys Advanced segmentation Triggers based on user behavior Simple installation (SDK) Weaknesses :
Focused solely on in-app (no email/SMS) Price: From $99/month
Ideal for: SaaS companies that want to measure in-app satisfaction.
6. SurveyMonkey (generalist) Highlights :
Widely known and used Easy survey creation Numerous templates Free version available Multiple integrations Weaknesses :
Not specialized in customer satisfaction (general-purpose tool) Limited automation No automatic CSAT/NPS calculation in base plans Price: Free up to 10 questions, paid plans from €25/month
Ideal for : Small structures on a tight budget.
7. Typeform (design & engagement) Highlights :
Beautiful, engaging interface High completion rates (exceptional UX) Advanced conditional logic Integrations via Zapier Weaknesses :
No advanced CX management features High price for what it is Price: Free (limited), paid plans from €25/month
Ideal for: Brands that want visually stunning surveys.
8. AskNicely (NPS specialist) Highlights :
100% focus on NPS Extensive automation of mailings (email, SMS) Closed-loop native feedback Excellent customer service Weaknesses :
NPS only (no CSAT or CES) Price: From $449/month
Ideal for: Companies that want a serious NPS program.
Quick comparison chart Solution Starting price Best for Indicators Complexity Zendesk 55/agent/month Integrated support + satisfaction CSAT, NPS Average Qualtrics 50K€+/year Large companies CSAT, NPS, CES, custom High Simplesat 39/month SME, MSP CSAT, NPS Low Zonka Feedback 49/month Omnichannel measurement CSAT, NPS, CES Average Refiner 99/month SaaS (in-app) CSAT, NPS, CES Low SurveyMonkey Free / €25/month Tight budget All (manual) Low Typeform Free / €25/month Design & commitment All (manual) Low AskNicely 449/month Serious NPS program NPS only Average
How to choose the right customer satisfaction software? Step 1: Define your goals Questions to ask :
Which indicators do we want to track (CSAT, NPS, CES, or all 3)? How often do we want to measure (after each interaction? quarterly?)? On which channels? (email, SMS, in-app, web) What level of automation do we want? Do we need CRM integrations? Step 2: Evaluate your budget Price ranges :
Entry-level : €0-100/month (SurveyMonkey, Typeform, Google Forms)Mid-range : €100-500/month (Simplesat, Zonka, Refiner)Enterprise : 500€-5000€+/month (Qualtrics, Medallia)Step 3: Check integrations Your satisfaction software must integrate with :
Your CRM (Salesforce, HubSpot, etc.) Your support platform (Zendesk, Freshdesk, etc.) Your communication tools (Slack, Teams) Your analytics tools Step 4: Test before you buy All good software offers free trials. Try :
Easy survey creation Respondent experience (is the survey engaging?) Report quality Reliable integration Support responsiveness Step 5: Consider scalability Choose a solution that can grow with you:
How easy is it to add users? Are there any limits on the volume of responses? Are scale prices still reasonable?
Best practices for maximizing the value of your software 1. Don't over-solicit your customers Too many surveys = falling response rates.
Golden rule: Maximum 1 survey every 90 days per customer (unless specific post-interaction).
2. Simplify your surveys 1 main question (CSAT, NPS, or CES) 1 open question ("Why?") Temps de complétion : < 2 minutes The shorter it is, the more answers you'll get.
3. Automate everything Mailings, reminders, calculations, alerts, workflows... everything needs to be automated.
4. Act on feedback (closed-loop) Measuring without acting is useless.
Process :
Dissatisfied customer identified Alert sent to relevant team Customer contact within 24 hours Problem solved Follow-up survey 5. Segment your analyses The overall CSAT is interesting, but the insights are in the segments:
Which product generates the most dissatisfaction? Which channel performs best? Which agents have the best CSAT? 6. Analyze open comments The scores are important, but the comments explain the "why".
Use sentiment analysis to extract recurring themes.
7. Share results widely Customer satisfaction isn't just a matter for customer service. The whole company must be involved.
Please share:
Dashboard satisfaction accessible to all Monthly review of scores with all teams Celebrate victories 8. Benchmarquez Compare your scores :
Vs. your industry Vs. your past periods Vs. your competitors (if data available)
How to integrate AI into your satisfaction measurement In 2025, AI will revolutionize satisfaction measurement.
Practical applications: 1. Automatic sentiment analysis AI automatically analyzes open comments and detects :
Positive/negative/neutral feeling Emotions (frustration, joy, confusion) Recurring themes Emergency 2. Churn prediction By combining satisfaction scores with other data (usage, support), AI predicts which customers are at risk of leaving.
3. Recommendations for action AI automatically suggests actions to take:
"This customer has a low CSAT and hasn't used the product in 10 days → Recommendation: proactive call" 4. Survey optimization The AI automatically tests different question formulations and identifies those that generate the most responses.
5. Proactive resolution AI detects patterns of dissatisfaction and alerts customers BEFORE they take the survey.
Example with Klark :
Our AI agents automatically analyze every support interaction and detect signals of frustration in real time, enabling intervention before CSAT falls.
Common mistakes to avoid Mistake #1: Measuring without acting The worst mistake. Your customers take the time to respond, and you do nothing? They'll stop responding (and leave).
Mistake #2: Too many questions A 20-question survey = 80% abandonment rate.
Mistake #3: Sending at the wrong time An NPS survey sent 1 day after onboarding = irrelevant. Wait 30-60 days.
Mistake #4: Ignoring detractors An NPS detractor (0-6) is a customer who will leave AND talk negatively about you. Contact them immediately.
Mistake #5: Tracking just one indicator CSAT, NPS, and CES measure different things. Use all 3 for the full picture.
Mistake #6: Not segmenting An overall CSAT of 80% may conceal a segment at 40%. Segment to identify problems.
The future of customer satisfaction measurement 1. Continuous and passive measurement No more one-off surveys. AI will automatically analyze every interaction (emails, chats, calls) to deduce satisfaction on an ongoing basis.
2. Prediction and proactivity The AI will warn: "This customer will probably give a low CSAT. Here's why and here's what to do about it."
3. Multimodal feedback Analysis of voice (tone), facial expressions (video), and text for complete understanding.
4. Automated action Workflows will no longer be semi-automatic, but 100% autonomous: detection → action → resolution → follow-up.
5. Hyper-customization Each survey is tailored to the customer (tone, timing, channel) to maximize response rates.
Why combine Klark with your satisfaction software? Satisfaction software measures. Klark improves satisfaction at source.
How?
Generative AI that helps your agents respond better and fasterIntelligent chatbot resolves 43% of tickets automaticallyAI co-pilot suggests precise answers in real timeSentiment analysis built into every conversationIntegration with your CRM (Zendesk, Salesforce, etc.)Result:
40% shorter resolution time CSAT increased by 15-30%. Improved NPS Happier agents (fewer repetitive tickets) You measure satisfaction. We improve it. 🚀
Ready to measure (and improve) customer satisfaction? Customer satisfaction software is no longer optional in 2025. It's the foundation of a customer-centric strategy.
Key points to remember :
Measure CSAT (immediate satisfaction), NPS (loyalty), and CES (effort) Automate everything (dispatch, calculations, alerts, workflows) Act on feedback (closed-loop) Segment your analyses to identify specific problems Choose the right tool for your needs and budget Top solutions: Zendesk (integrated), Qualtrics (enterprise), Zonka (complete), Simplesat (simple) Integrate AI for advanced analysis and prediction Want to not only measure, but radically improve your customer satisfaction? Request a Klark demo and discover how our generative AI boosts your CSAT by 15-30%.
Because measuring is good. Improving is better. 😊
About Klark Klark is a generative AI platform that helps customer service agents respond faster and more accurately, without changing their tools or habits. Deployable in minutes, Klark is already used by over 50 brands and 2,000 agents.
