Customer Feedback: The Only Guide You’ll Ever Need

The customer is always right, as the famous saying goes. But collecting customer feedback and learning from it is easier said than done. In fact, did you know that 79% of customers who complained about poor customer experience were ignored?

Most companies know that customer feedback can bring actionable insights that help move their business forward. Besides helping you figure out who your unhappy customers are, great customer insights can unlock more revenue and drive better business decisions.

Today, we show you everything you need to know about collecting feedback from customers. 👇

What is customer feedback?

Customer feedback refers to any kind of information you collect from your customers about the quality of your products and services, your brand, customer experience, and just about any aspect of your offer.

You like hear customer feedback mixed with user feedback all the time, so here are the differences once and for all:

• Customer feedback is the information collected from people who purchase or use your products or services. It includes all customer interactions before and after purchase across different customer touchpoints. Customer support, purchase experience, and customer satisfaction - are just some elements included in this feedback type.
• User feedback is collected from all users of a product or service, including non-customers. It includes feature requests, bug reports, and insights on quality, performance, and effectiveness in solving customer pain points. For product teams, this is the most valuable feedback as it highlights which problems to address and their priority.

However, these terms are often used freely and essentially mean the same thing, especially when discussing product feedback.

Why is collecting customer feedback important?

While we instinctively know that ignoring customers can lead to a world of troubles, we often forget about the advantages of collecting customer feedback. Here's why collecting customer feedback is crucial for your business:

1. Learning about customer needs
   Feedback gives every business valuable insights on whether the product or service they sell actually solves a problem for a certain target audience. You can find out customer preferences, likes and dislikes, expectations, and more. Listening to user feedback is key in today's world of product-led growth.
2. Identifying areas for improvement
   Perhaps you launched a new feature that you think is a hit, but your customers say otherwise. Or maybe your checkout process is causing major frustration, or a certain customer support channel is not working properly. Having timely feedback helps you gain a deeper understanding of where you can improve, allowing you to resolve those issues more quickly.
3. Improving customer satisfaction
   Just the very act of collecting feedback items is bound to improve customer loyalty and satisfaction. Once you start implementing that feedback and closing the feedback loop, you’ll see even more satisfaction. This results in lower customer churn and higher customer lifetime value.
4. Innovation and differentiation
   Struggling to find out how to set yourself apart in the market? Instead of paying thousands of dollars for expensive agencies, you can simply ask your customers what they'd love to see you build next. You can use their insights to improve your products and become an industry leader.
5. Monitoring performance
   Use customer feedback as a way to evaluate your products and service quality, customer experience, and more. By collecting quantitative feedback, you set standards for your business that you can objectively measure and compare. This not only helps you weigh yourself against industry standards but also shows you whether you are improving over time.
6. Building trust and credibility
   A brand that cares about feedback and, even more importantly, implements it is a brand that customers can trust. By creating open lines of communication, you’re establishing yourself as a brand that customers can count on.
7. Reducing churn & increasing customer retention
   Customers can leave for just about any reason, but if you collect feedback, you’ll know exactly what they are unhappy about. Furthermore, by making them feel heard, they are significantly less likely to leave. By nipping problems in the bud, you can reduce churn and ensure higher customer lifetime value.

Types of customer feedback

If you collect customer feedback, you can sort it into different buckets. Each is equally important, but they require different approaches if you want to get the maximum value from them.

• Feature requests are customer inquiries to add new features to your existing feature set. Instead of relying on competitor research or your hunch, you can consider and add new key features based on customer input.
• Bug reports are customers’ accounts of issues happening in your product. Coupled with screenshots, bug reports can be a valuable resource for improving your product and increasing customer satisfaction.
• Customer feedback surveys are common ways of assessing customers’ attitudes towards various aspects of your brand, product, features, and more. Some of the major types are:
  • NPS (Net Promoter Score)
  • CSAT (Customer Satisfaction Score)
• CES (Customer Effort Score)
• Customer reviews, especially online product reviews, are a goldmine of positive and negative feedback about all aspects of your brand and product. You can automate the collection of this feedback type by using media monitoring tools. They can pick up your branded keywords on review websites (Capterra, G2, etc.), social media posts, blogs, forums, etc.

Modern feedback tools, like Featurebase, come with voting boards and feedback widgets to make collecting customer feedback easier. You can collect feature requests and bug reports, run open-ended surveys, and much more.

Learn more about 11+ types of customer feedback →

Customer feedback strategy

To collect feedback effectively, you need to come up with a customer feedback strategy. In other words, collecting feedback is not a one-off event - it’s an ongoing philosophy your team needs to embrace. Here are some key steps to take:

1. Define your objectives

What do you want to achieve with your customer base? Improve customer support? Remove bugs from your product? Innovate based on customer needs instead of assumptions? Choose one or multiple goals because this will determine the rest of your strategy.

Only once you've defined your objectives, you can choose the right channels and tools for feedback collection. For example, if your main objective is to improve the shopping experience, your best channel will be post-purchase customer survey emails.

2. Identify your feedback channels

Where do you want to collect feedback, and which channels are the most valuable? You may get the most feedback through emails but struggle to get a good overview of it all, so you may want to start using a feedback tool to gather everything in one place.

Over time, you’ll learn where the best feedback comes from so you can pay special attention to those channels. For example, you may get the most feedback from social media, but the most actionable insights may come from interviews. Find your most valuable channels and prioritize them.

3. Choose the tools for feedback collection

Depending on your goals and most effective channels, you’ll choose a tool for collecting qualitative and quantitative feedback. For example, Featurebase is effective for collecting feature requests and bug reports from your app and website, but we also offer in-app surveys.

Collecting feedback manually is a chore, and a good tool will do most of the heavy lifting for you. Opt for something that is easy to scale up and integrates with your most used business tools.

4. Analyze your feedback

If you choose the right customer feedback tool, analyzing the information you get will be a breeze. You’ll want to learn the overall sentiment of your feedback (positive, negative, or neutral), common themes and patterns, and quantify feedback where possible.

If you have the right customer feedback system in place, you’ll see feedback pouring in from all places. Analysis helps you easily determine the biggest issues your customers are having and whether those specific customers require your immediate attention.

5. Act on feedback

Once you determine what is important, it's time to ship it. Since feedback will most likely conflict with your ongoing projects, prioritizing what to ship first will be crucial.

Even if you’ve mastered collecting feedback, it won’t mean much if your product team is not actively working on fixing bugs and adding new features your customers request daily.

6. Close the feedback loop

Telling the customer that the feedback has been implemented is just as important as doing the actual work. Thanks to product feedback tools like Featurebase, you can inform everyone who submitted a specific piece of feedback that you’ve made their wishes come true, which boosts customer loyalty.

However, you should also publish more comprehensive release notes to keep users updated about all of the new features you've added and ensure their proper adoption.

7. Internal feedback (Bonus)

Last but not least, don’t forget about feedback from your team.

Collecting internal feedback is just as important as getting feedback from your customers. Your team is on the front lines, talking to real customers every day and writing down their complaints, comments, thoughts, and suggestions.

Make sure to have a separate area in your customer feedback tool where your employees can leave feedback and ideas from their daily work. In Featurebase, you can do this with a separate private board that's not seen by users. You can also turn on the anonymous feature so employees feel more comfortable sharing their ideas.

For the best results, instruct them to write down the complaints that come up the most often and the specific expressions your customers use when talking about a problem.

How to collect customer feedback

There are countless places where you can check how your customers feel about your product. This can be a blessing and a curse, depending on how prepared you are and how much you know about feedback.

Here are the best and most popular methods for collecting customer feedback:

1. Customer feedback platforms

A customer feedback platform lets you collect and organize feedback in one place. Instead of asking for feedback, it puts users in the driver’s seat and allows them to voice their opinions.

Customers can submit feedback and vote on others' posts, so you can easily see the most valuable ideas. And since most active customers are ranked on a leaderboard, you will also increase engagement with gamification.

You can see which customers have requested a certain feature, how much they pay you, and much more, helping PMs prioritize what to build first.

The best part is that Featurebase automatically updates customers about their ideas when you start working on them.

2. In-app feedback

The best place to capture feedback is right where your customers are—in your app. If there is a bug or something suddenly breaks, the user doesn't have to go somewhere else to submit their thoughts, like your customer service team or social media platforms.

You can embed a feedback widget in your app and make it look and feel like part of the native user experience.

The feedback you get will be timely and accurate, helping you resolve problems more quickly.

Learn more about in-app feedback and how to collect it →

3. Customer feedback emails

Email is still widely used for business communications, and you’re likely to get customer responses there as well. Fortunately, customer feedback emails can be automated so that they go out at specific times and after certain events.

For example, if you just launched a new feature, you can set a timer for all current customers two weeks after the launch to capture feedback early. In your customer feedback emails, you can send customers to your feedback portal or give them feedback surveys so you can quickly quantify their feedback.

How To Write Good Customer Feedback Emails with Examples & Templates →

4. Social media

Unhappy customers can be very vocal about how they feel and most often, they’ll turn to social media. This is perfectly fine if you catch the posts on time before they escalate into a full-blown social media crisis.

You can use social media to collect feedback from your current and potential customers by inviting them to leave it through your official channels. But more importantly, you need to track what they’re saying about you when you’re not watching in social media comments.

Media monitoring and social listening tools let you choose your preferred terms, ideally your brand name and product category. I.e. “HubSpot” and “CRM software”. As new mentions come in, you get emails with summaries of your mentions. Or you can get immediate notifications if there is a huge spike in mentions at once.

Examples of such tools include Common Room, Brand24, Hootsuite, and others.

5. Customer interviews

If you want to collect qualitative feedback and drive business growth, interviews are unparalleled. Sitting down with a customer for 30 minutes of uninterrupted conversation can help you reveal customer expectations, complaints, specific requests and anything else that might be bothering them.

It’s one of the best ways to get a holistic understanding of how customers perceive you and make more informed decisions about your business in the future.

To get the most out of this experience, carefully choose the customers you want to interview. Then, have an interview structure you can repeat so you don’t swerve off the course.

Read more on creating customer advisory boards →

7. Integrations with other tools

Storing and managing feedback is just as important as collecting it. Modern customer feedback tools have integrations that allow you to access feedback where you need it.

For example, Featurebase integrates with tools like Intercom, Slack, ClickUp, Jira, Zendesk, and others.

For you, this means that you can collect feedback to your voting boards from Slack & Intercom, for example. And once the ideas have gotten enough upvotes, you can push them straight into your Jira or Linear workflow.

How to manage customer feedback

You've collected the feedback, and while the hard part is done, you’re still at the beginning. Now, you need to properly manage it so you can make educated decisions.

1. Organizing customer feedback

When feedback comes from a variety of places, organizing is your first priority. If you collect feedback from emails, social media, review sites, and more, it can get hard to stay on top of it.

Instead, give your customers a feedback community, like Featurebase, where they can leave detailed feedback with screenshots and where other customers can vote on the most valuable suggestions.

Featurebase also automatically divides feedback into different categories (like feature requests and bug reports) using AI, so you don't have to. This makes it easier to analyze, prioritize, and act on feedback.

2. Analyzing customer feedback

To analyze customer feedback, you first need to make sure it’s properly organized. For example, sorting feature requests by the number of upvotes and comments makes it super easy to quickly see what you should prioritize first.

Just as importantly, you can see who made the request. Depending on how valuable the customer is and where they are in the customer journey, you’ll give them different priorities.

A loyal customer who has been with you for years is going to have more importance than a free trial customer who made an account yesterday.

A step-by-step guide to effectively analyze customer feedback →

3. Prioritizing customer feedback

Not every customer's opinion is going to make a difference for your product. Some entries should go to your backlog, some should be moved to product development quickly, some can go to the product roadmap, and others should be discarded immediately.

With Featurebase, you can prioritize your feedback based on several factors.

First, you can prioritize based on customer segments. If you have a list of high-priority customers from a specific niche, those can go higher on the priority list.

Second, you can prioritize based on revenue impact. If a customer contributes more revenue to your business, their vote is worth more than someone who is on the lowest plan.

And lastly, you can also use various prioritization frameworks to visualize your most important product feature requests.

Combined with the two previous factors, you can easily determine which features should be built and what should go into the bin, as you can quickly see what the most actionable feedback is.

A simple 6-step guide to prioritize your product roadmap effectively →

4. Responding to customer feedback

How you respond to customer feedback can make all the difference. Granted, you should consider carefully positive feedback that makes sense for your business. But there will be some feedback that's just not worth your time.

As new feedback comes in, acknowledge it and thank the customer for submitting it. Empathize with them and explain that you understand their point of view.

The feedback entry then goes further down the product management funnel. If it makes sense, you can add it to your backlog and send it to production for your dev team to work on it. If this happens, let the customer know that you are working on it and that they can expect a finished product or a fixed bug sometime in the upcoming months.

Then, there's the harder part of dealing with negative customer feedback. This is when you should show even more empathy and interest in solving their problem.

But the most important part is at the very end—closing the feedback loop. When you finally add the requested features, make sure to inform your customers about them. Featurebase makes communicating product updates super simple with in-app popups and changelogs.

Check out our in-depth guide on closing the customer feedback loop →

What are feature requests?

A feature request is a suggestion from your customers or stakeholders for a new feature or enhancement to an existing feature in your product. These requests provide valuable insights into what your users want and need.

Feature requests are essential because they help ensure your product evolves in ways that matter most to your users. By addressing these requests, you can boost user satisfaction, increase engagement, and stay competitive.

Best practices for collecting feature requests

1. Collect everything in one place

Having a single source of truth for all feedback makes it easier to get an overview and decide what to build next.

Many feature request tools allow you to centralize requests with feedback portals and in-app widgets. Featurebase also helps reduce duplicate requests by showing users already existing suggestions, which they can vote on and comment on instead of creating a new one.

2. Avoid the feature fallacy trap (Say no if needed)

Not all feature requests should be implemented. Focus on those that align with your product vision and offer the most value to your users.

The art of saying "no" plays a big part in managing customers' expectations and keeping them happy.

Filling everyone's wishes leads to a cluttered interface and confused users. Focus on quality and relevance, not just trying to satisfy everyone.

3. Let users have their say

Implement a feature voting system to let users voice their opinions on which features are most important. Popular requests with the most votes often highlight the most impactful ideas.

Learn more about feature voting and why you should use it →

4. Prioritize with a framework

Assess and rank feature requests using feature prioritization frameworks, like the value/effort matrix or RICE. These frameworks help evaluate features based on potential benefits, implementation effort, and overall impact.

Featurebase helps you get a clear overview of what to prioritize by visualizing the value/effort scores on a matrix:

5. Integrate into your existing workflow

A good feature request system should be able to fit intuitively into your existing workflow. Featurebase integrates with many popular tools, such as Intercom, Slack, ClickUp, Jira, Zendesk, and others.

For example, you can push feature requests received via Intercom's live chat into your voting boards for better management. You can then sync them with your development queue in Jira or Linear so users automatically receive email updates about the status of their requests.

Learn more about collecting & managing feature requests via Intercom's live chat →

What are bug reports?

A bug is an unintentional error in a software application that negatively affects the user experience. Bugs can manifest as crashes, unexpected behavior, or performance issues, and they often prompt user complaints a.k.a bug reports. 🐛

How are bug reports and feature requests different?

The difference between bugs and features is not always clear, as we’ve written before. A bug is an unintended error in your app that's causing issues for your end user, while a feature is a planned functionality that you intentionally build to better your product. Bugs make the user experience worse (in most cases), while features enhance it.

Best ways to collect bug reports

Collecting bug reports efficiently is key to identifying and resolving issues quickly.

An effective bug report should include the following critical components to provide developers with enough information to understand and replicate the problem:

• Environment: The environment where the bug occurred, including the device, operating system, browser, and app version.
• Steps to reproduce: A step-by-step guide to replicate the bug.
• Screenshots and media: Visual evidence helps developers understand the issue more clearly. A crash log or error message screenshot can also be very helpful.

Bug tracking tools like Featurebase can help you a lot in this by providing custom fields and in-app reporting widgets, ensuring that users provide all necessary information right from the start.

The in-app bug reporting widget also has a screenshot engine that allows users to capture and edit screenshots to attach to bug reports.

Collecting well-structured bug reports ensures that issues are identified and resolved quickly, improving overall product quality and user satisfaction. Having a robust bug-tracking system in place ensures both users and developers can enjoy a smoother, more efficient bug-fixing process.

Start collecting bug reports with Featurebase for free →

Top 7 customer feedback tools

Collecting and managing customer feedback doesn't have to mean manually writing emails to everyone in your user base. With the right customer feedback tools, you can automate the work and focus on the feedback that makes an impact on your business.

1. Featurebase

Featurebase is one of the best customer feedback tools. It has a neat interface and many features, including voting boards, roadmaps, prioritization frameworks, and feedback widgets.

It comes with affordable pricing and a Free plan allowing for unlimited feedback. You can set it up in minutes and always get quick help through live chat. ⚡️

Featurebase's key features:

• Feedback boards, changelog, and a roadmap
• In-app widgets (see live demo)
• Surveys
• Sort feedback by monetary value 
• Prioritization frameworks
• Automated notification emails
• Custom domain
• User segmentation
• Single Sign-On
• API
• Tons of integrations
• Over 6 + languages, including Spanish, German, French, etc.

Advantages of Featurebase:

• Intuitive interface - a neat and easy-to-use design for you and your users with gamified features like leaderboards to incentivize feedback
• AI duplicate post-detection - users & admins will see relevant similar posts before posting to reduce duplicates
• AI-powered search - always find that idea that you were looking for, even if you don't remember the exact wording
• Lots of customizations - have your boards look exactly the way you want by changing the colors, theme, text, and much more
• Replies and @ mentioning - intuitive comment section for lengthy discussions

Drawbacks of Featurebase:

• No HubSpot & Salesforce integrations (see existing integrations)

How much does Featurebase cost?

• Free Plan - unlimited posts, all basic features like a feedback board, roadmap, and changelog to take your product to the next level
• Growth Plan ($40/month) - 4 managers, all integrations and widgets, custom domain, and seamless user login
• Premium Plan ($124/month) - 8 managers, API, SSO, and user segmentation

All plans let you collect unlimited feedback, and you can try the paid ones with a 10-day free trial. See pricing here →

Featurebase reviews:

• Product Hunt - 4.9/5

Conclusion

Featurebase is one of the best and most affordable customer feedback tools on the market. It lets you collect in-app feedback, run surveys, prioritize ideas by customer revenue, and much more.

Featurebase offers an intuitive interface with voting boards, roadmaps, a changelog, surveys, and much more.

The onboarding is amazingly quick and it comes with a Free plan, so there's no downside to trying it.

Learn more here →

2. Rapidr

Rapidr is another good customer feedback tool with a pretty intuitive design. It's aimed at larger companies, helping them collect and manage user feedback to make better product decisions. The pricing makes more sense for very large teams, so keep in mind if you're a smaller startup.

Rapidr's key features:

• Feedback boards, roadmap, changelog
• Custom domain
• Email notifications
• User segmentation
• Single Sign-On

Advantages of Rapidr:

• Pretty modern design compared to some other alternatives
• Enterprise integrations like Hubspot & Salesforce
• SAML 2.0 for enterprise

Drawbacks of Rapidr:

• Expensive
• No changelog widget or popups
• No customer surveys
• No built-in prioritization frameworks & matrices
• No bulk editing, deleting, or merging
• Very few customizations - can only change the theme color

How much does Rapidr cost?

Rapidr offers 3 pricing tiers:

• Startup ($49/mo) - 5 admins, roadmap, changelog, custom domain, widgets, and basic integrations like Slack
• Business ($199/mo) - 50 admins, user segmentation, SSO, and advanced integrations like
• Enterprise (custom) - unlimited admins, white labeling, and priority support

While the first plan is comparable with most other feedback tools on the market, the other plans are quite expensive and more suitable for enterprises.

Rapidr reviews:

• G2 - 4.8/5

Conclusion

Rapidr is a fresh feedback tool for larger teams, but lacks some important features like prioritization frameworks and in-app widgets and surveys.

Plus, if you're a smaller startup, you'll find a better deal elsewhere in terms of pricing.

Check out the best Rapidr alternatives →

3. Frill

Frill is a straightforward customer feedback tool with simple feedback boards and a widget. It has a pretty user interface but could use improvements on the feedback management side.

The pricing and dashboard make it a more suitable option for smaller teams that don't get much feedback.

Frill's key features:

• Feedback boards, roadmaps, changelogs
• Feedback collecting widget & changelog popups
• Custom domain

Advantages of Frill:

• Minimalistic & straightforward UI
• Translations into any language

Drawbacks of Frill:

• Poor dashboard view for managing & moderating feedback
• No in-app surveys
• No user segmentation
• No sorting feedback by customer revenue
• No changelog emails
• No duplicate post-detection system
• No built-in prioritization frameworks

How much does Frill cost?

Frill offers 4 plans to choose between. You can try out each one with a 14-day free trial.

• Startup ($25/month) - 50 active ideas at a time
• Business ($49/month) - removes the feedback limit
• Growth ($149/month) - unlimited feedback, white labeling, privacy features
• Enterprise (starting at $349/month) - SOC2 and a dedicated support manager

Frill reviews:

• G2 - 4.8/5
• Capterra - 4.6/5
• GetApp - 4.6/5

Conclusion

If you're looking for a simple customer feedback tool, Frill is a nice option. It offers a changelog, widgets, and a custom domain.

The first plan costs $25/mo and is suited for smaller teams that don't get more than 50 ideas in a month. The next plans are still quite affordable, but a bit pricey compared to others.

Check out the best Frill alternatives →

4. Nolt.io

Nolt is a lightweight customer feedback tool that's best suited for small teams looking to collect feedback using simple features. However, it doesn't have changelogs for publishing product updates and can get quite pricey for what it offers.

Nolt's key features:

• Feedback boards
• A roadmap
• Feedback collection widget
• Anonymous posting, commenting, and voting
• Password-protected boards

Advantages of Nolt:

• Simplicity (at the cost of many features)
• SAML 2.0 for enterprise
• Has over 10+ different translations

Drawbacks of Nolt:

• No admin dashboard
• No changelog for closing the feedback loop with users
• No duplicate post-detection system
• Only one widget
• No surveys
• No user segmentation
• No sorting feedback by customer revenue
• Doesn't scale well with many ideas (no bulk editing or filtering, etc.)
• No built-in prioritization frameworks for product managers

How much does Nolt cost?

• Essential ($29/month) - 1 board, roadmap, SSO
• Pro ($69/month) - 5 boards, API, and task management integrations
• Enterprise (talk to sales) - unlimited boards

The Essential Plan is great if you need SSO upfront, but otherwise, you'll find a better deal from other tools in this list.

Nolt reviews:

• G2 - 5/5
• Capterra - 4.9/5
• GetApp - 4.9/5

Conclusion

Nolt is a customer feedback tool that's meant for small teams looking for simplicity and primarily voting boards. It lacks many crucial features like changelogs, user segmentation, sruveys, and a dashboard.

Their pricing isn't expensive, but most alternatives offer much more for the same cost.

Check out the best Nolt alternatives →

5. Upvoty

Upvoty is a customer feedback tool best suited for small and medium-sized teams. It comes with feedback boards, public roadmaps, and changelogs. While it supports many languages, it unfortunately lacks lots of essential features and has an outdated user interface.

Upvoty's key features:

• Feedback boards, roadmaps, changelogs
• Feedback widget
• Custom domain
• Private boards
• Anonymous posting, voting, and commenting

Advantages of Upvoty:

• Supports 20+ languages
• Has a custom CSS option

Drawbacks of Upvoty:

• Outdated user interface
• No changelog widgets or popups
• No surveys
• No user segmentation
• No sorting feedback by customer revenue
• No follow-up questions like "How important is this for you?" for extra insights
• No built-in prioritization frameworks for product owners
• Customer support is provided by contractors and freelancers, and there have been a lot of complaints about it

How much does Upvoty cost?

Upvoty has quite a tricky pricing plan. Their starter plan costs $15 a month but limits trackable users to 150 and has one board.

This is not much, yet the next plan costs $39/month while still limiting users. The Unlimited plan costs $75/month and removes all boundaries.

User limits make their pricing unpredictable and can cause anxiety, as you can never predict how many users will give feedback each month.

Upvoty reviews:

• Product Hunt - 3.4/5 (see complaints)
• G2 - 1.6/5 (see complaints)

Conclusion

Upvoty is a simple customer feedback tool, but lacks many crucial features. Their usage-based pricing makes it only viable for those not getting much feedback. The only real upside is that it supports more languages. 

Want more options? Check out these Upvoty alternatives →

6. Aha! Ideas

Aha! is an all-in-one feedback management suite. It offers tools for developing product roadmaps, collecting customer feedback, and managing feature requests. Their unique modular design lets you select only the specific features that best fit your team's needs. However, it can also get really confusing and expensive quickly.

Aha!'s key features:

• Feedback boards
• Private and public roadmaps
• A user-story mapping tool
• A design mock-up tool
• More integrations

Advantages of Aha!:

• Lots of prioritization & management features
• Good for large enterprises
• Many enterprise integrations like Salesforce & Hubspot
• Modular design lets companies pick and pay for the exact functions they need from Aha!

Drawbacks of Aha!:

• Very expensive
• No changelog for closing the feedback loop
• Can't segment and prioritize your feedback data by customer attributes
• No surveys
• Not intuitive, especially for beginners
• Steep learning curve & confusing
• Aged UI/UX

How much does Aha! cost?

Aha! has split its pricing into separate "modules." To gather customer ideas, prioritize them, and create roadmaps, you'll need two modules: "Roadmaps" and "Ideas," which cost $59 and $39 per user each month, respectively.

So, all together, it's $98 per user each month.

So, let's say you have a team of 5 people. The cost of using Aha! for a year would be $5,880. Read more in detail about Aha!'s pricing here →

Aha! reviews:

• G2 - 4.3/5 (see complaints)
• GetApp - 4.7/5

Conclusion

Aha is an all-in-one feedback management suite, that's perfect for large companies that want to handpick what they get. It's a big tool with a complex UI, making it complicated to operate.

They have a crispy seat-based pricing that starts at $98/month per user to collect feedback and create roadmaps.

Check out the top affordable Aha! alternatives →

7. UserSnap

UserSnap is an enterprise user feedback tool with a large learning curve. Some of the core features include bug reporting, video feedback, two-way integrations & customer surveys.

It has lots of widgets for all types of feedback. Examples include NPS scores, feature announcements & feature satisfaction surveys.

UserSnap's key features:

• Feedback boards
• Surveys
• Different widgets (e.g. NPR, feature announcement, feature satisfaction surveys)
• Many integrations like Jira Server, Salesforce, HubSpot
• User segmentation

Advantages of UserSnap:

• SOC2 certification for enterprises
• Lots of customization possibilities

Drawbacks of UserSnap:

• No public roadmaps
• Costs a lot
• The design is a bit outdated, which means widgets don't always look the best
• Very complex and confusing

How much does UserSnap cost?

UserSnap has four tiers of pricing that go up pretty high compared to UserBack.

1. Startup (€69/month) - 5 projects, 10 team members, screen capturing, surveys, 50+ integrations.
2. Company (€129/month) - 15 projects, 15 team members, error log recording, data export features.
3. Premium (€249/month) - 25 projects, 25 members, app surveys, API access.
4. Enterprise (€949/month) - Unlimited projects/members, advanced security, full API, and strategy consultation.

Conclusion

UserSnap is a versatile, enterprise-focused customer feedback tool. They have lots of widgets, large integrations, and a SOC2 compliance.

For pricing, UserSnap is a quite costly tool. Their highest plan comes in at $949/month or $11,388/year.

If you want something more affordable, check out these top UserSnap alternatives →

Conclusion

Customer feedback is one of the foundations of a well-functioning product. Happy customers are customers who stay with you longer, spend more money, and tell others about what a great product you have.

Of course, getting started can feel overwhelming if you don't have a feedback system in place, but don’t worry. With Featurebase, you can do it all from A to Z. Collect feedback on your website or app, analyze and prioritize it, and make your customers happy.

Start collecting & managing customer feedback for free today →