For measuring customer feedback, the right customer satisfaction software depends on the job: Qualtrics describes a focused, interaction-based CSAT solution; SurveyMonkey offers survey-led CSAT collection and analysis; and Medallia describes a broader feedback-management platform with sampling controls and workflows. The available vendor information does not support a neutral ranking or a like-for-like price comparison, so the choices below are organized by fit rather than presented as a definitive league table.
What customer satisfaction software measures
Customer satisfaction software helps an organization ask for feedback, calculate and analyze satisfaction results, and connect findings to follow-up work. For CSAT (customer satisfaction), the question should refer to a defined interaction or transaction—for example, a support contact or a purchase—rather than asking customers to rate an undefined relationship.
As an Amazon Associate I earn from qualifying purchases.
SurveyMonkey describes a common format as a satisfaction rating followed by an optional open-text question. The rating shows how respondents assessed the interaction; the comment can add context about what went well or where friction occurred. To interpret a result, a team needs to retain the exact question, response scale, and rule for which responses count as satisfied.
Free tools Windows power users keep installed
One-click scans. No signup required.
How to calculate CSAT
SurveyMonkey documents this calculation: CSAT percentage = (number of satisfied responses ÷ total survey responses) × 100. For a five-point scale, an organization might count ratings of 4 and 5 as satisfied, but it should state that threshold rather than assume every team uses the same one. The average rating is a separate calculation; it is not the CSAT percentage.
#1 Best Overall
How CSAT differs from NPS and CES
CSAT measures satisfaction with the interaction or transaction specified in the survey. Net Promoter Score (NPS) is positioned as a measure of loyalty, while Customer Effort Score (CES) focuses on effort and can help surface friction. These measures can complement one another, but they answer different questions and should not be treated as interchangeable scores.
Compare the customer satisfaction software options
The three products below are relevant candidates based on their vendors’ descriptions. Their public materials establish different approaches, not independently tested performance or a categorical winner.
| Software | Best fit | Feedback and analysis described | Pricing information available here | Key consideration |
|---|---|---|---|---|
| Qualtrics | Teams seeking an interaction-focused CSAT survey solution | Expert-built survey template and top-two-box analysis | Not stated as a comparable public plan price in the Qualtrics information summarized here; its marketplace listing says the solution is included with a license | Confirm which license includes it, as well as distribution channels, integrations, response volumes, and total cost |
| SurveyMonkey | Teams centered on survey creation and CSAT analysis | CSAT calculator, compare rules, open-text filtering, and sentiment analysis | Not stated in the SurveyMonkey information summarized here | Confirm the plan, response limits, required integrations, and whether survey analysis meets the need for broader journey orchestration |
| Medallia | Organizations seeking broader feedback management across channels and workflows | Surveys and messaging-channel feedback, quotas, opt-out recognition, volume limits, automatic weighting, analytics, and workflows | Not stated as a comparable public price; Medallia describes pricing around experience-data records and included platform capabilities | Scope implementation, data sources, sample design, analytics, security, and the quote against the intended program |
1. Qualtrics: interaction-focused CSAT measurement
Qualtrics describes a CSAT solution for measuring satisfaction at key points in the customer journey. Its marketplace listing identifies an expert-built survey template and top-two-box analysis, and says the solution is included with a license. That makes it a candidate for teams that want a defined post-interaction measurement approach rather than starting survey design entirely from scratch.
Windows Errors? Fix Them Before They Spread
Repair common Windows errors and clear accumulated junk for a smoother, more stable PC - no reinstall needed.Free scan · no reinstallCrashes, No Sound, or Screen Glitches?
Random freezes, missing sound and display glitches usually trace back to one bad driver. Find and replace yours safely.Free scan · under a minuteWhat to assess
- Establish which Qualtrics license includes the CSAT solution; the listing does not establish that every license includes it.
- Confirm which survey distribution channels and integrations are available for the specific license and program.
- Ask how response volumes, user access, and the intended set of interactions affect total pricing. Qualtrics’ pricing information describes experience software and interaction-related measures, but a comparable public plan price is not stated in the information available here.
Best fit: a team that wants an interaction-oriented CSAT solution with a ready-made template and top-two-box analysis, provided its required channels and license scope are confirmed. The vendor description does not establish a comparative performance advantage over the other options here.
2. SurveyMonkey: survey-led feedback and analysis
SurveyMonkey describes CSAT survey collection and analysis, including a CSAT calculator, compare rules, open-text filtering, and sentiment analysis. Its guidance also distinguishes a CSAT percentage from an average scale rating and positions NPS and CES as complementary measures. The product is a candidate for organizations whose central task is to build surveys, review responses, and compare results.
What to assess
- Confirm which plan supports the required survey, response volume, reporting, and analysis features; a specific plan requirement and current comparable price are not established here.
- SurveyMonkey describes customer-service feedback and integrations with CRM or ticketing systems. Check that the particular systems and workflows the team uses are supported.
- Determine whether survey-led collection and analysis are sufficient, or whether the program needs broader journey-level orchestration across channels and teams.
Best fit: teams looking for survey-centered CSAT analysis, including ways to compare results and examine open-text feedback. The vendor descriptions do not establish how its plan limits or integration coverage compare with a specific organization’s requirements.
3. Medallia: broader feedback management and sampling controls
Medallia describes a broader experience-feedback platform that collects feedback through surveys and messaging channels and supports analytics and workflows. Its materials also describe quotas, recognition of opt-outs, volume limits, and automatic weighting as controls intended to improve understanding of customer data and mitigate selection bias. Those capabilities make it a candidate for programs that need to manage feedback beyond a single post-interaction survey.
What to assess
- Map the implementation to the channels, data sources, sample design, analytics, and follow-up workflows the program actually needs.
- Validate whether the described quotas, opt-out handling, limits, and weighting fit the organization’s sampling design. Weighting is not a substitute for checking whether a sample and method are appropriate.
- Medallia describes pricing around experience-data records and included platform capabilities, rather than providing a comparable public price in the information available here. Request a scoped quote that specifies records, capabilities, implementation, and contract scope.
Best fit: organizations managing feedback across multiple channels or needing sampling controls and follow-up workflows as part of a broader program. The vendor description does not establish that every implementation requires or includes the same capabilities.
How to choose a customer satisfaction platform
Start with the feedback decision the organization needs to make, then test whether a platform can carry that feedback from collection through analysis and action. A feature count alone does not show whether the tool will work for the intended program.
1. Define the measurement purpose
Decide whether the primary need is CSAT after a transaction or service interaction, a broader journey or relationship program, or several distinct measures. If adding NPS or CES, define what decision each one will inform instead of combining them into a single satisfaction score.
Rank #3
- Works Offline
- 14 Question Types, Multi Language Support
- Any Survey, Any Time
- Quick Setup, QR Code Scanner
- Gamification
2. Specify collection channels and timing
List the actual customer touchpoints where feedback should be requested and when the invitation should arrive. Compare the required email or link surveys, in-product or other digital feedback, messaging channels, or other relevant touchpoints with what the vendor confirms for the proposed license and implementation.
3. Check survey and analysis needs
Write down the response scale and satisfied threshold for CSAT, whether an open-text question is needed, and how teams will filter comments, compare groups, or use sentiment analysis. Ask for a demonstration with a realistic survey and report rather than relying on a feature label.
4. Trace integrations and follow-up
Identify the CRM, ticketing, business-intelligence, or other systems that should receive feedback or make it available to staff. Then check whether the platform connects responses to the relevant interaction and supports the follow-up workflow the organization expects. SurveyMonkey describes CRM or ticketing integrations; Medallia describes workflows. The exact systems and scope need confirmation from the vendor.
5. Examine sampling and governance
Consider how often a customer can be asked, how opt-outs are handled, whether quotas or volume limits are needed, and whether weighting is suitable for the sample design. Medallia describes controls in these areas; buyers should validate their methods and suitability for their own program.
6. Compare total commercial and implementation scope
Ask each vendor to quote against the same program assumptions: interaction or response volumes, experience-data records if relevant, channels, user access, analytics, support, onboarding, and contract scope. The vendor pricing bases described here differ, and comparable current prices are not established, so list prices or license labels alone cannot support a like-for-like cost comparison.
Rank #4
![Free Fling File Transfer Software for Windows [PC Download]](https://m.media-amazon.com/images/I/41Vq6ZqHfjL._SL160_.jpg)
- Intuitive interface of a conventional FTP client
- Easy and Reliable FTP Site Maintenance.
- FTP Automation and Synchronization
7. Demonstrate the complete feedback path
Have each vendor show the intended process using the organization’s channels and data: what triggers a survey, what the customer sees, how responses are segmented and analyzed, where a finding is routed, and how a team can act on it. This exposes gaps that a survey-template demonstration alone may not reveal.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How to interpret vendor benchmarks
Medallia’s 2026 State of CX report search excerpt states that 30% of customers said they experienced an issue during their most recent interaction. The excerpt identifies Medallia Experience Benchmarks covering 600+ customer programs and an October 2025 Medallia consumer survey with 1,522 respondents as inputs. This is a vendor-published result, not an independent population estimate.
The same excerpt gives an average overall satisfaction result of 8.8 on a 0-to-10 scale, alongside Medallia’s experience benchmarks. The precise table population and methodology are not established by the excerpt, so this figure should not be treated as a general benchmark for another sector or audience.
Frequently Asked Questions
Can a high CSAT score show why customers are satisfied?
Not by itself. A score summarizes the responses under the stated scale and threshold; open-text comments or other interaction evidence can help explain what drove those ratings. SurveyMonkey describes open-text filtering and sentiment analysis as analysis features, but the organization still needs to interpret findings in the context of its service or purchase journey.
The Tool Desk
Outbyte PC Repair FREERepair Windows errors before they cause bigger problemsFix Now →Outbyte Driver Updater FREEFix the driver behind crashes, sound loss and screen glitchesFind Drivers →Why can two teams report different CSAT results for similar interactions?
Results may not be directly comparable if the teams ask different questions, use different rating scales or satisfied thresholds, survey at different points, or reach different groups of customers. Record those choices with the result before comparing teams or periods.
Best Value
![DeskFX Free Audio Effects & Audio Enhancer Software [PC Download]](https://m.media-amazon.com/images/I/41fXbDohyuS._SL160_.jpg)
- Transform audio playing via your speakers and headphones
- Improve sound quality by adjusting it with effects
- Take control over the sound playing through audio hardware
Is there enough public pricing information here to name the least expensive option?
No. The available information does not establish comparable current prices for the three platforms. Medallia describes an experience-data-record pricing basis, while the Qualtrics information refers to experience software and interaction-related measures; a comparable price is not stated for SurveyMonkey. A cost comparison needs quotes scoped to the same program.
Frequently Asked Questions
Can a high CSAT score show why customers are satisfied?
Not by itself. A score summarizes responses under the stated scale and threshold; open-text comments or other interaction evidence can help explain the ratings.
Why can two teams report different CSAT results for similar interactions?
Their questions, scales, satisfied thresholds, survey timing, or respondent groups may differ. Record these choices alongside the results before comparing them.
What’s actually slowing this PC down?
Pick the symptom - the matching free tool is one click away.
Is there enough public pricing information here to name the least expensive option?
No. Comparable current prices are not established. Request quotes scoped to the same program before comparing costs.
Quick Recap
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
