Online customer survey tools are a great way of engaging with your customers and discovering insights into various areas of online performance. For example, you can use them to trace product feedback, carry out market research, measure customer service, the performance of your newsletters and much more. But which online customer survey tool is best for your business? Let’s take a look at one in particular: Qualtrics.
Qualtrics is an online customer survey tool that somewhat pushes the boundaries of traditional surveys. It gathers feedback (via website, mobile and email) using transactional and pulse surveys and offers a number of different features such as display logic, email triggers and logic branching. Users have access to their own role-based dashboards and can view results in trend vs. target charts. There is also a closed loop ticketing feature that notifies users of customer interactions, such as the presence of a detractor.
However, as with many survey tools, there are some setbacks (according to some users) to working with Qualtrics, including limitations in customisation (e.g. editing end of survey messages). This tool is also a bit on the pricier side, which means it’s not entirely suitable for all business sizes (especially non-profit and smaller organisations).
Note: pricing can vary depending on factors such as which modules of the system you want to use, what kinds of response volumes you want to receive and if you choose to make use of add-on services, such as support.
So if you’re looking for a cost-effective survey tool with more features and fewer limitations, you may want to look further…
Let’s dive into some alternatives and competitors to Qualtrics:
1. Mopinion
Mopinion is a feedback analytics software that collects and analyses website, mobile and email customer feedback (via a mobile SDK) in real-time. Users can build, design and configure feedback forms however they like, as well as deploy the same feedback form in multiple different languages.
It is also possible to target specific groups of online visitors with feedback forms and gain insights into why they are struggling to convert. This is done using advanced triggers that are set based on digital visitor behaviour. Users can deploy forms either as a modal, slide-in or embedded element on the page. Upon collection, feedback items can be visualised in customisable dashboards and charts for advanced analyses. Additionally, digital teams can share and take action on these feedback items in a timely manner with the help of smart alerts.
Mopinion standout features compared to Qualtrics:
- AI-powered feedback summaries (Smart Recaps)
- Version control for website feedback form triggers
- Test mode for website feedback form triggers
- Advanced form design customisations
- Advanced data analysis
- Fully customisable dashboard and data visualisation
Website: www.mopinion.com
2. Medallia
Medallia for digital experiences is an enterprise-grade software and an integral part of the Medallia tool suite. With this software, you can collect feedback on both websites and mobile apps. Medallia offers advanced analysis options, such as AI-based text analytics, and a broad library of question types. However, as Medallia specialises in enterprise customers, the software might be considered pricier for small to medium-sized companies.
Website: www.medallia.com
3. Survicate
Survicate allows users to trigger targeted surveys across various locations of their website. Users can also send out email questionnaires to different customers. In terms of creating these surveys, Survicate offers a library of predefined surveys that users can choose from. This survey tool also includes dashboarding capabilities, NPS analysis, and CSV and XLS exporting options. Unfortunately, however, Survicate does not provide any advanced analysis options. In other words, it’s purely focused on data collection.
Website: www.survicate.com
4. YesInsights
YesInsights is a survey software that assists you in building, deploying and collecting feedback. This software uses the short form survey, which is very easy to implement. It also offers a one-click poll widget that you can embed on your website and into emails to customers. One of the most commonly used metrics with this software is Net Promoter Score (NPS). Keep in mind, however, that YesInsights isn’t very advanced when it comes to analytics. Responses to each survey are organised in one chart where you can view individual responses.
Website: www.yesinsights.com
5. SurveyMonkey
One of the more well-known online survey software and questionnaire tools, SurveyMonkey is used by millions of businesses all over the world. It provides its users with 15 different types of survey questions (including multiple choice, open comments and Likert scales). This tool is perfect for one-off surveys, however this makes it less suitable in terms of measuring overall satisfaction or re-surveying customers again after a certain period of time. In other words, if you are building a customer feedback strategy, it might be in your best interest to go for a more advanced option.
6. SurveySparrow
SurveySparrow is a voice of the customer platform, specialised in collecting feedback from different channels, like social media, email, WhatsApp, SMS and more, making it a nice option for customer service feedback. They also offer conversational surveys and AI-powered analysis features, helping you reach insights quicker. However, users have reported some limitations when it comes to customisation and analysing large amounts of data, which could be a hindrance for enterprise businesses.
Website: www.surveysparrow.com
7. QuestionPro
QuestionPro is a versatile online survey and research platform designed to help organisations create, distribute and analyse surveys with ease. It features over 80 question types, advanced logic, multilingual support and integrations with tools like Salesforce and Tableau. However, premium features can be costly, especially for small to mid size organisation, and some users have reported a steep learning curve for advanced tools and customisation.
Website: www.questionpro.com
8. AskNicely
AskNicely is an online survey software that collects feedback daily using one-off surveys. This software can be integrated with your own CRM so that you can set up regular samplings or fast surveys and respond directly from your CRM. This tool, however, focuses mainly on Net Promoter Score (NPS) surveys and Customer Satisfaction (CSAT) surveys.
Website: www.asknicely.com
9. GetFeedback
With GetFeedback, users can easily build branded surveys using drag & drop and a number of different personalisation features. It is also flexible in that it adapts to almost every platform that is used to distribute surveys. Additionally, you can integrate this tool with SalesForce, meaning the results of the surveys are also visible in your SalesForce dashboard. There are however, limitations in the flexibility of question types, data presentation and overall customisation.
It’s also worth noting that the parent company of GetFeedback was acquired by a private equity firm and subsequently delisted from the stock market. Since the acquisition, the new owners appear to have shifted focus away from prioritising the GetFeedback offering.
While the products are unlikely to be discontinued, this change may signal a potential slowdown in updates and innovation. Customers could also see a decline in the level of support and service they’ve previously come to expect.
10. Hotjar
Hotjar is a user behaviour analytics and feedback tool that helps businesses understand how visitors interact with their websites through heatmaps, session recordings, surveys and feedback widgets. However, as Hotjar focuses primarily on website user data, it may not be ideal for those looking to implement a cross-channel digital feedback strategy. Additionally, because it offers various different tools rather than specialising solely in feedback, some features, such as customisation, question routing and analytics, can feel limited compared to more dedicated feedback platforms.
Website: www.hotjar.com
And that’s a wrap…
Alright, so you’ve seen what you’re options are. Still unsure of which tool to choose? That’s totally normal. Choosing the right tool is very difficult for many teams, mostly because there are so many to choose from! The important thing is to focus on which features and capabilities your business needs. These tools all make use of various collection techniques, collect different types of feedback, report differently and give you different user insights.
I hope this article has provided you with some guidance in terms of choosing an alternative to Qualtrics.
Good luck!
Ready to see Mopinion in action?
Want to learn more about Mopinion’s all-in-1 user feedback platform? Don’t be shy and take our software for a spin! Do you prefer it a bit more personal? Just book a demo. One of our feedback pro’s will guide you through the software and answer any questions you may have.
