The best feedback and reviews management software is Qualtrics CX. For starters, it has the most number of question types and has the broadest set of distribution channels. The solution also leverages a robust analytics engine and has an array of closed-loop ticketing tools that helps complete the resolution process at different touchpoints.
You probably already know that customers read an average of ten good reviews before they even consider trusting a brand. That’s a tough requirement to meet if you want to improve your conversions or reinforce retention.
That’s why you must arm yourself with the right feedback and reviews management software, one that’ll help you understand, not just monitor, what customers are looking for. The software should also aid you in responding to feedback in real-time while on-the-go, as well as to generate upsells and cross-sells.
To help you find the ideal software, we have analyzed the top 3 feedback and reviews management software solutions on the market: Qualtrics CX, SoGoSurvey, and Verified Reviews. We will be comparing the solutions here based on their capabilities to track feedback and discern the critical ones. We will also investigate usability, scalability, and affordability factors that impact your purchase decision. This way, it will be easier for you to zero in on the one that matches your unique business needs.
The business landscape has changed quite significantly in the past few decades. Customer satisfaction is no longer anchored solely on the quality of a company’s products and services. The kind of shopping experience that businesses have to offer is now the key. This entails listening to what customers have to say.
A study by the Corra Agency revealed that a company could lose 22% of its customers from having a single negative review. This means that receiving four bad reviews can decrease sales by up to 70%. And this is something that all business owners would want to avoid.
With this in mind, modern marketing trends dictate that you should know what your customers think. Unfortunately, numerous brands aren’t meeting customer expectations, according to the Acquia’s Customer Experience Trends 2019 study.
These studies are only reinforcing the fact that customer reviews are more relevant and trusted than vendor promises and claims, as well as testimonials from supposed product users. According to BrightLocal, 68% of customers claim that positive reviews increase their likelihood of patronizing a business, while 40% say that negative reviews cause them to do otherwise.
Source: BrightLocal, 2018
Surprisingly, buyers tell on other buyers out of empathy. Just take a look at the Corra Survey — results show that 73.2% of people who leave negative feedback about a company simply want to save other customers from having the same experience.
So, how do you even start monitoring reviews when hundreds of thousands of them bombard you daily? Let’s take a look at three reliable feedback and reviews management software solutions. They can consolidate, sift, and analyze consumer reviews about your brand, plus more.
First on our list of the top 3 feedback and reviews management software, Qualtrics CX gathers customer feedback at every vital touchpoint. With this platform, your company can reach buyers via the channel they prefer. In this regard, you can choose between popular methods like email, SMS, and social media. There are other ways as well, like QR codes and anonymous links. Regardless of the distribution manner, though, Qualtrics CX ensures that surveys are convenient for your target respondents.
To this end, the application is designed to bring you closer to your customers. Using this software, you can ask what your target market thinks of your products and services. As a result, you can eschew the use of third-parties to achieve that. Qualtrics CX assists you in this undertaking with its advanced survey-making module. In spite of its sophistication, it is easy to use and does not require coding knowledge or training to maximize.
Should you want to investigate the platform firsthand, you can easily do so when you can sign up for Qualtrics CX free trial here.
There are more than 100 types of questions that can help you make relevant queries. By doing so, you can discover exactly what consumers think about your brand. In case you need to make amendments, you can do so on the go. It will take only a few minutes. Thus, there is little interruption with your customer interactions.
Qualtrics CX goes beyond providing you with professionally created surveys or with tools to build your own though. It empowers you to steer your business towards an optimal path by reading the emotions and sentiments of buyers. This is possible with its predictive intelligence engine, which makes available the results to the right teams. Because of this, different roles are empowered to close the feedback loop after they take the right actions. This contributes to improving your customer experience strategy.
SoGoSurvey is an enterprise-level platform that elevates your business-intelligence gathering. It assists you in getting closer to customers through quizzes, surveys, and outreach forms, which you can deliver through a channel most convenient to them.
This application has many benefits. Among them is a database of survey questions that you can use, regardless of the industry you are in. They are versatile and customizable. This flexibility extends to the design templates, too. By changing how your surveys look, they become visually pleasing yet sophisticated, attracting honest responses.
Should you want to investigate the platform firsthand, you can easily do so when you sign up for SoGoSurvey free demo here.
When it comes to data collection, the platform is dynamic. It analyzes survey-takers’ responses in real-time and adapts accordingly. For example, when a customer takes Option A rather than Option B, the form leads them to the corresponding item. It then hides the branch leading from Option B. The analytics engine of SoGoSurvey also starts kicking in at this time. In fact, it gets to work as soon as a survey begins. Because of this, you can get insights at any time.
You can also take advantage of its robust reporting suite. The solution builds its reports to be shareable, letting members of different departments analyze them for more insights. But you do not have to distribute the reports manually. If you configure it, SoGoSurvey can automatically send reports to the right people’s inboxes. With this, you can empower employees to make intelligent decisions and keep the leadership in the loop.
Verified Reviews is straightforward yet effective. It lets you customize forms and surveys to help you gather the information you need. The solution also assists you in making sure that customers know an email comes from you.
Moderation of reviews is an easy task with Verified Reviews as well. It has a central platform where you can see how many customer feedback you received in the past 12 months. From there, you can see your average rating based on those reviews. And when you are getting ready to publish them on your site, you can choose the ones to display via the moderation page. You can then select which review’s snippet to show when your website appears on search results.
You can use all the features for free for a period of time to see if the software matches your needs. Simply sign up for Verified Reviews free trial here.
You can also monitor the feedback gathering and publication activity of your business from the statistics tab. Likewise, you can view the following information for a given period from the same page: orders received, sent emails, read emails and reviews.
On the same page, you can view other information such as statistics regarding ratings, the status of ratings, and the rating history. It is also worthy to note that for each tab, you have a simple visualization. With this, you can understand the rating of your business at a glance.
Asking the right questions will help you find out what customers think about your product or services and your brand overall. It can also help you make business decisions based on customer feedback, as it gets you the answers you need. So, it makes sense that you choose a feedback and reviews management platform that will give you the flexibility to use different question types.
In this regard, you cannot go wrong with Qualtrics CX. It has more than 100 question types that are arranged in four categories. These are static content, standard questions, specialty questions, and advanced questions. Specific examples are descriptive text, multiple-choice, constant sum, and captcha verification, respectively.
In comparison, SoGoSurvey has a broad database of more than 50 question types. Likewise, it has four categories. These are simple questions (e.g. symbol rating scale), grid questions (e.g. multiple text box), advanced questions (e.g. horizontal radio), and other elements (e.g. page break).
Meanwhile, Verified Reviews is limited to star ratings, descriptive text, and rating scale.
Verdict: Qualtrics CX has the most question types available. Creating and customizing questions is an easy process. It even provides the option to replace questions from a library. Plus, it has survey storage that contains survey templates. You can save similar surveys you have created in it, too. SoGoSurvey also has a question bank where you can save questions for future use. On top of that, it has an answer library where you can save choices, like country, language, and time zone.
Distributing your surveys and feedback forms in the right channels is crucial. When you distribute them to channels convenient for customers, you have a higher chance of getting more responses. In this list, Qualtrics CX and SoGoSurvey are neck-to-neck when it comes to distribution channels. They cover the basics like email, SMS, and social media.
However, Qualtrics CX goes further. It lets you distribute surveys as anonymous links. Then you can embed them in emails, on your website, or in a pop-up. You can even simplify it by using a QR code in its place.
If you are choosing to send surveys via email, you can configure them using the advanced management toolbox. This allows you to send invitations to your contacts and set up email triggers like reminders. Furthermore, it has an Offline App, which you can use to configure the offline collection of responses. It can also support partial responses, which users can go back to later.
SoGoSurvey, on the other hand, has email publication of single-use or multi-use links. Like Qualtrics CX, you have options for sending reminders. However, it also has a participation tracking feature. With this, you can track how many contacts have responded. For the website, the solution lets you embed the survey on a page or as a pop-up invitation. Additionally, it has survey passwords to invite participants to an offline survey.
Lastly, Verified Reviews can only distribute surveys via email or as a form embedded on a website.
Verdict: Qualtrics CX provides the most distribution channels. It also makes sure that surveys adapt to different screen sizes, including those of wearable devices. But SoGoSurvey has a reliable list of methods as well.
Nowadays, data is as good as currency. So, it’s important that the tools at your disposal will allow you to collect, analyze, and visualize data as efficiently as possible. Luckily, all three products on our list offer advanced reporting and analytics to help you perform this.
To start, Verified Reviews has a simple reporting and analytics module. It informs you how many reviews you have collected in the past 12 months and your average rating. It can also show you website review statistics for a specified period. The details it displays include orders received, emails sent, emails read, and responses received.
Meanwhile, Qualtrics CX and SoGoSurvey have more sophisticated options. The former presents results visually on a dashboard where you can go through survey questions one by one. From there, you can generate reports and customize the visualizations if you want. Other than that, you have the option to hide questions or filter question answers.
Qualtrics CX offers predictive insights by automatically analyzing feedbacks as well. Because of this, you have rapid access to the latest trends and patterns in the responses and behaviors of your consumers.
In contrast, SoGoSurvey has a filter manager that lets you narrow down results to the responses relevant to you. The survey and feedback management software then applies the filters to reports. Additionally, it lets you choose from a wide selection of report types and visualizations. It is also notable that SoGoSurvey’s advanced analysis engine starts working as soon as you launch a survey.
Verdict: Qualtrics CX is the most flexible when it comes to viewing results and generating reports. However, SoGoSurvey is not far behind with its long list of reporting and visualization options.
There is no one-size-fits-all software. This is why applications need to support integrations so that users can streamline their business processes. With this, they can eliminate redundant tasks like data entry across the board. Fortunately, all three solutions we’ve examined have some form of integration that allows you to maximize your surveys and forms.
For instance, Verified Reviews can integrate with Facebook. With this, you can collect reviews from customers on the platform. They do not need to visit another site or app to answer, making the process convenient for them.
Meanwhile, SoGoSurvey has full integration with enterprise solutions like Google Analytics and Salesforce. On top of that, it also extends its integration capability through Zapier. By doing so, it lets you connect with other business applications. The platform offers access to its APIs as well, for you to have broader integration options.
As for Qualtrics CX, the platform has ready-to-go connections with popular CRM apps like Salesforce and HubSpot. It can synchronize with analytics solutions such as Tableau and Adobe Analytics as well. Other notable third-party interfaces are Marketo, Slack, Zendesk, Freshdesk, ServiceNow, and Zapier. But if you have more complex integration needs, you can utilize the Qualtrics API to synchronize with more third-party solutions.
Verdict: Both SoGoSurvey and Qualtrics CX have broader integrations than Verified Reviews because of their APIs. However, only users of a certain plan can access the API for SoGoSurvey.
Last but not least, in our discussion is pricing. After all, at the end of the day, what’s the use of a comprehensive platform if you don’t have the budget to purchase it, right? In this case, we have observed that all three vendors offer different pricing tiers. This means they provide both affordable and expensive plans depending on your requirements.
At a glance, SoGoSurvey offers the most value for your money. It has three standard enterprise pricing plans that have monthly and annual billing available. It also offers custom-made enterprise solutions if you require more features and analytics.
Verified Reviews has more options, with five basic plans and an enterprise package reserved for high-volume reviews. These plans limit the number of orders you can process each month for reviews. However, if you require more, you can work with additional orders per month for a fee.
Among the three, Qualtrics CX is the priciest. Though its price point can be daunting, it does have a plethora of features. When you sign up, you have immediate access to tools that cover your every feedback management need.
Verdict: SoGoSurvey and Verified Reviews have scalable packages that are ideal for businesses of all sizes. Qualtrics CX may be the most expensive of the lot, but it is a feature-rich survey tool with robust and advanced capabilities.
The customer experience you provide is a significant factor in the success of your business. Even a single event could have a great impact on your customers’ decision to continue patronizing your brand. This is why knowing their sentiments regarding your products or services is crucial.
To do this, you may need a survey-making and feedback management tool. After going through this top 3 feedback and reviews management software comparison, we have demonstrated that Qualtrics CX has the most question types and has more distribution channels than the other products investigated. It also has the most flexible reporting solution, which allows you to create reports that show only information relevant to you.
SoGoSurvey is a strong contender as well with its variety of question types. It enables you to distribute your surveys and forms through a wide array of channels, too. Plus, it offers a broad range of integrations that allows you to enhance its capabilities.
Meanwhile, we established that Verified Reviews has the most affordable pricing scheme. However, its range of features is limited compared to Qualtrics CX and SoGoSurvey. Nevertheless, it can still assist your business in establishing what customers think about your brand.
Overall, we give Qualtrics CX two-thumbs-up because of its comprehensive and robust set of features. Though it may seem pricey at a glance, it has shown strong capabilities in its survey- and form-making module and in other aspects like distribution, reporting, and even integration. If you want to investigate its features closely, you can easily do so when you sign up for Qualtrics CX free trial here.
Aside from using feedback management tools, it also pays to use it alongside similar systems. To start, you may want to check out our guide to customer experience management software. This should give you a better idea of the different platforms you can use to improve your customer service efforts and overall business operations.
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