For SaaS startups, gathering valuable customer feedback is critical to refining products, improving customer experiences, and driving growth. Feedback helps you understand customer pain points, validate new features, and make informed decisions to better meet market demands. The right feedback tools can streamline this process, making it easier to collect and analyze responses.

In this post, we’ll explore the best customer feedback tools for SaaS startups in 2025, each offering unique features to help you turn feedback into actionable insights.

1. SurveyMonkey

Best For: Customizable surveys and data analysis.

Overview:
SurveyMonkey is one of the most widely used survey platforms, offering a robust set of tools to create customized surveys. SaaS startups can use it to gather customer feedback on new features, collect Net Promoter Score (NPS) data, or run post-purchase satisfaction surveys. Its powerful analytics and reporting features make it easy to draw insights from the data.

Key Features:

• Wide range of survey templates.
• Advanced logic and skip patterns for personalized survey flows.
• Automated data analysis and reporting tools.
• Integration with tools like Salesforce, Google Sheets, and Zapier.
• Custom branding options for surveys.

Pros:

• Easy to use with a drag-and-drop survey builder.
• Detailed analytics and reporting.
• Flexible survey customization.

Cons:

• Limited functionality in the free version.
• Some features, like advanced reporting and integrations, are only available on higher-tier plans.

2. Typeform

Best For: Engaging and interactive surveys.

Overview:
Typeform is known for its user-friendly, interactive design, which makes the feedback collection process more engaging for users. Its conversational survey format encourages users to respond to questions one at a time, making the process feel more like a natural conversation. For SaaS startups looking to capture feedback in a more interactive way, Typeform is an excellent option.

Key Features:

• Customizable, conversational survey templates.
• Logic jumps to personalize the survey experience.
• Integration with platforms like Slack, Google Sheets, and HubSpot.
• Real-time data analytics and reporting.
• Ability to embed surveys on websites or send them as links.

Pros:

• Highly engaging design that increases response rates.
• Easy to use with no coding required.
• Great for mobile-friendly surveys.

Cons:

• The free plan has limitations on the number of responses.
• The more advanced features require a premium plan.

3. Delighted

Best For: NPS (Net Promoter Score) and customer satisfaction tracking.

Overview:
Delighted focuses on providing a simple way to measure customer satisfaction using the NPS system. This tool helps SaaS startups measure how likely customers are to recommend your product and collect actionable feedback that can be used to improve your offerings. It’s particularly valuable for tracking customer sentiment over time and making data-driven decisions.

Key Features:

• NPS surveys with custom templates.
• Real-time feedback analysis and reporting.
• Email, SMS, and web-based survey distribution.
• Integration with Salesforce, Zendesk, and other CRM tools.
• Customizable feedback loops based on responses.

Pros:

• Simple to set up and use.
• Provides real-time insights into customer satisfaction.
• Automated alerts for low scores or negative feedback.

Cons:

• Limited customization for survey questions in the lower-tier plans.
• Focused primarily on NPS surveys, with fewer options for other types of feedback.

4. Intercom

Best For: In-app feedback collection and live chat.

Overview:
Intercom is primarily a customer messaging platform, but it also offers powerful tools for collecting in-app feedback. With Intercom, SaaS startups can engage with customers in real-time, asking for feedback via in-app messages, chatbots, or surveys. It’s an excellent solution for gathering immediate feedback from active users while providing support and answering questions.

Key Features:

• In-app messaging and chat for real-time feedback.
• Automated surveys and polls.
• Customer segmentation for targeted feedback collection.
• Integration with CRM and support platforms.
• Data analytics and insights into user behavior.

Pros:

• Seamless integration with customer support workflows.
• Personalized, in-app customer feedback collection.
• Real-time interaction with customers.

Cons:

• Expensive compared to other feedback tools.
• Some advanced features may require technical setup.

5. Hotjar

Best For: Visual feedback through heatmaps and session recordings.

Overview:
Hotjar is a popular tool for understanding how users interact with your SaaS product. It provides insights through heatmaps, session recordings, and user surveys, allowing you to see where users click, how far they scroll, and where they get stuck. This visual feedback is invaluable for identifying pain points and areas for improvement in your user interface or user experience.

Key Features:

• Heatmaps to track clicks, taps, and scroll activity.
• Session recordings to see how users navigate your site.
• Feedback polls and surveys that can be embedded on your website.
• Conversion funnels to track where users drop off.
• User behavior analysis for UX improvements.

Pros:

• Excellent for visualizing user behavior and interaction.
• Provides actionable insights for improving the user experience.
• Easy-to-understand interface and reports.

Cons:

• May require a learning curve for first-time users.
• Some features are only available on higher pricing tiers.

6. CustomerSure

Best For: Simple, effective customer feedback collection.

Overview:
CustomerSure helps SaaS startups collect customer feedback through email-based surveys, offering a streamlined approach for getting actionable insights. It’s easy to implement and doesn’t require heavy integration, making it a good choice for startups looking to keep things simple and effective.

Key Features:

• Customizable email surveys for collecting feedback.
• Automated follow-up reminders for non-respondents.
• Real-time feedback tracking and reporting.
• Easy integration with popular CRMs like Salesforce and HubSpot.
• NPS and CSAT survey templates.

Pros:

• Simple and easy-to-use interface.
• Affordable, making it a good choice for startups.
• Focused on actionable insights and real-time feedback.

Cons:

• Lacks some of the advanced features found in other tools like heatmaps or session recordings.
• Limited support for in-app feedback.

7. Qualaroo

Best For: Advanced survey targeting and segmentation.

Overview:
Qualaroo is a powerful survey tool designed for SaaS startups that need more targeted and segmented customer feedback. It allows you to trigger surveys based on specific user behaviors, such as time spent on a page, clicks, or actions. This makes it an ideal tool for gathering insights from particular customer segments, whether they are free trial users, churned customers, or loyal subscribers.

Key Features:

• Advanced targeting and segmentation for surveys.
• Pop-up and slide-in surveys for website visitors.
• Customizable survey forms for different use cases.
• Real-time reporting and analytics.
• Integration with analytics and CRM tools.

Pros:

• Powerful segmentation options for more precise feedback.
• Flexible survey types and triggers for different customer interactions.
• Excellent for measuring customer experience in real-time.

Cons:

• Can be overwhelming for smaller teams or those new to customer feedback tools.
• Pricing may be on the higher end for startups with limited budgets.

Conclusion

Collecting customer feedback is essential for SaaS startups looking to improve their product, increase user satisfaction, and drive growth. The right feedback tool can provide invaluable insights, streamline the feedback collection process, and help you make data-driven decisions that benefit your business. Here’s a quick comparison of the tools discussed:

Choose the tool that aligns with your SaaS startup’s needs and start gathering feedback to refine your product and enhance customer satisfaction today!