9 Best Survey Tools to Collect Effective Feedback in Zendesk

Imagine a customer interaction that goes beyond resolving an issue – it sparks a conversation, fosters loyalty, and propels your business forward. 

This scenario isn’t a pipe dream; it’s the power of surveys harnessed effectively. 

As a seasoned customer service professional with a decade of experience, I’ve seen firsthand how the right survey tool can transform your Zendesk experience. 

So, here is a blog that lists the best survey tools to collect feedback in Zendesk, allowing you to craft engaging surveys, streamline data collection, and unlock valuable customer insights – all within the familiar Zendesk environment. 

Let’s get started.

Which is the Best Survey Tool for Collecting Feedback in Zendesk?

Before we dive deeper into the best survey tools for collecting feedback in Zendesk, here is a brief overview of some popular tools I have used:

Option A: Qualaroo

Qualaroo is one of the best tools for collecting user feedback on websites and apps. Its Nudge™ technology offers seamless, timely surveys, enhancing my understanding of user behavior, especially during critical moments like checkout. Integrating it with the Zendesk tool boosts UX response. Plus, IBM Watson’s sentiment analysis support in the tool provides invaluable insights into user emotions.

Option B: Typeform

Typeform is another excellent option for performing Zendesk customer satisfaction surveys and can assist your lead generation strategy with its engaging, conversational forms, boosting engagement and completion. The tool’s ability to embed rich media and personalize questions creates a resonant, interactive user experience.

Option C: InMoment

InMoment excels in gathering feedback from various channels like in-store, online, and customer service. Its unmatched aggregation and analysis make it quite efficient in Zendesk satisfaction surveys with centralized customer feedback management. It also has intuitive visuals that aid in comprehending customer trends and sentiments, enhancing response efficiency.

Best Survey Tools for Feedback Collection

1. Qualaroo – Best for User & Customer Feedback Surveys via Website or App

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Qualaroo has revolutionized how I gather feedback on websites and mobile apps. Its unique Nudge™ technology enables unobtrusive, contextually relevant surveys without disrupting the user experience. 

I’ve found its targeting capabilities particularly sophisticated; it allows surveys to trigger based on specific user actions or behavioral cues. 

For example, when a user spends a considerable time on a checkout page, you can prompt a survey to understand their hesitation. Integrating these insights with Zendesk has been transformative, enabling me to address user issues promptly and enhance overall UX. 

Qualaroo’s sentiment analysis feature, powered by IBM Watson, also stands out by offering deeper insights into user emotions and attitudes, which has been critical in fine-tuning my digital platforms.

What You Will Like:

• Confirmation page surveys, which help you ask for user feedback while they are still on your website
• Advanced question branching and skip logic feature to ensure better survey outcomes.
• You can build and customize unique questionnaires tailored to your needs.
• Qualaroo seamlessly integrates with popular analytics tools such as Azure, Google Analytics, Adobe Analytics, and more, enhancing your data analysis capabilities.
• Its mobile SDK enables easy implementation of in-app surveys.
• The tool’s exit-intent surveys are useful in capturing feedback before users leave your site or app.

What You May Not Like:

• More industry-specific templates are needed for enhanced functionality.
• It can have dark mode support on the web.

Price: Qualaroo offers a forever free plan for startups and small businesses with all premium features. Paid starts at $19.99/month.

2. NiceReply – Best for Simple Support Surveys

(Image Source: Software Suggest)

NiceReply has been instrumental in elevating my customer support team’s performance. It’s not just a tool for collecting feedback; it’s a platform that has helped cultivate a customer-centric culture. 

After every support interaction, NiceReply collects feedback on key metrics like customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). 

What sets it apart is its deep integration with the Zendesk tool, which allows me to link feedback directly to specific support tickets and agents. This integration has provided me with rich, actionable insights that have led to targeted training programs, improved response strategies, and a more motivated support team.

What You Will Like:

• Offers customizable survey templates, allowing for brand consistency and personalization.
• Lets you receive real-time feedback notifications, keeping you promptly informed.
• Provides comprehensive analytics and reporting tools for in-depth analysis.
• Options to benchmark against industry standards give valuable context to your data.
• Multilingual support is available, making the tool suitable for global applications.

What You May Not Like:

• The survey options are limited in terms of question types.
• The lack of offline survey capabilities might limit its application in some scenarios.

Price: Starts at $55/month. Billed annually. 

3. SurveyMonkey – Best for Market Research

(Image Source: Software Advice)

SurveyMonkey is an incredibly powerful and versatile Zendesk survey tool for conducting sophisticated market research. Its vast array of survey templates and question types allows me to design surveys that precisely fit my research objectives, whether assessing market trends, understanding brand perception, or evaluating product potential. 

Its integration with Zendesk is particularly beneficial to leveraging my existing customer database to gain targeted insights. 

It also has advanced analytical tools, including cross-tabulation, filters, and statistical significance tests, enabling me to dissect data granularly, leading to more informed, data-driven decisions for my marketing strategies.

What You Will Like:

• An extensive library of survey templates and questions, making survey creation easier.
• Advanced logic features to enable the construction of complex surveys.
• Robust data analysis tools offered by the tool facilitate detailed insights.
• Ability to export data in various formats, enhancing report creation and sharing.
• Collaboration features that make it easier for teams to work together on survey design.

What You May Not Like:

• A lot of advanced features are only available in the higher pricing tiers.
• The basic plan has limited customization options for surveys.

Price: Starts at $25/month. Billed annually. 

4. Typeform – Best for Lead Generation Forms

(Image Source: Typeform)

Typeform has completely changed the way I approach lead generation. Its user-centric, conversational forms have significantly increased engagement and completion rates. 

What makes Typeform stand out is its seamless integration with Zendesk, enabling me to capture leads directly into my customer support system. This smooth integration ensures that any queries from potential leads are immediately addressed, enhancing the chances of conversion. 

Besides, the tool’s ability to embed rich media within forms and personalize questions based on previous answers has allowed me to create a highly interactive Zendesk Survey experience that resonates with my audience and aligns perfectly with my brand’s voice.

What You Will Like:

• The tool offers a high level of customization, aligning surveys with your brand.
• It integrates well with CRM and email marketing tools, such as MailChimp, Hubspot, Salesforce, and more, streamlining lead generation.
• Includes a built-in photo and video library to enrich your surveys.
• Logic jumps feature in the tool to create personalized survey experiences for users.
• Real-time response data is available, offering immediate insights.

What You May Not Like:

• The basic version of Typeform offers limited analytical tools.
• The tool has some limitations in the variety of question types it offers.

Price: Starts at $25/month. Billed annually. 

5. Zonka Feedback – Best for Point-of-Sale Customer Feedback

(Image Source: Zonka Feedback)

Using Zonka Feedback for point-of-sale feedback collection has been a game changer for my retail operations. Its ease of use in setting up on-site feedback kiosks means I can instantly gather customer opinions right at the moment of their experience. 

The real power of Zonka Feedback, however, lies in its analytical capabilities. The tool provides real-time insights and detailed reports, allowing me to identify and address any service or product issues quickly. 

By integrating this data with Zendesk, I’ve created a seamless loop of feedback and action, enhancing customer satisfaction and loyalty at the point of sale.

What You Will Like:

• Offers customizable survey templates, ensuring consistency with your brand’s design and messaging.
• Real-time alerts and response management feature for prompt action.
• In-depth analytics with graphical representation for a clear understanding of data.
• Allows you to collect data offline, which is crucial for locations without reliable internet.
• Automated response features, which are great for follow-ups and maintaining customer engagement.

What You May Not Like:

• Setting up kiosk hardware might be cumbersome and require additional resources.
• The tool’s use case scenarios are somewhat limited, focusing mainly on point-of-sale feedback.

Price: Starts at $49/month. Billed annually. 

6. InMoment – Best for Multi-Channel Feedback

(Image Source: InMoment)

When it comes to collecting feedback across various channels, InMoment is an exceptional tool for the job. Whether it’s in-store experiences, online shopping, or customer service interactions, the tool provides comprehensive insights into each touchpoint. 

Its ability to aggregate and analyze feedback from multiple sources is unparalleled. Besides, the integration with Zendesk has empowered me to centralize my customer feedback, making it easier to track, analyze, and respond to customer needs across different channels. 

The dashboard and reporting tools are particularly user-friendly, offering intuitive visuals that help in understanding customer trends and sentiments.

What You Will Like:

• It supports AI-driven insights that allow for real-time understanding and quicker decision-making.
• Integration with social media and review platforms, such as Facebook, Hootsuite, Meltwater, and more, broadens the scope of feedback collection.
• Customizable survey paths based on user interaction enhance the relevance of surveys.
• Actionable insights generated by the tool can significantly improve customer experience.
• Places a high emphasis on robust data security and privacy compliance to ensure safety.

What You May Not Like:

• The complexity of setting up advanced features might be challenging for some users.
• Full functionality is time-consuming as it requires integration setup.

Price: Custom pricing.

7. Qualtrics – Best for Academic Research & Feedback

(Image Source: Qualtrics)

My experience with Qualtrics has been outstanding, particularly in the context of academic research. Its robust survey platform is incredibly flexible, allowing me to construct complex surveys with advanced branching logic and randomization, which are crucial for rigorous academic studies. 

The depth of analysis tools available is another highlight, offering everything from basic descriptive statistics to advanced statistical analysis. 

Its integration with Zendesk facilitates smooth communication with participants, ensuring high response rates and efficient data collection. This level of sophistication makes Qualtrics an ideal choice for academic researchers seeking to conduct comprehensive studies with precision.

What You Will Like:

• Offers advanced survey logic and branching, essential for complex academic research.
• Offers extensive question types and customization options to cater to varied research needs.
• Powerful data analysis tools to facilitate an in-depth understanding of survey results.
• Seamless integration with academic databases to enhance the research capabilities.
• The platform provides extensive resources and support, specifically tailored for academic users.

What You May Not Like:

• The tool’s advanced features have a high learning curve, which might be challenging for new users.
• Setting up complex surveys can be time-consuming, which might delay research timelines.

Price: Starts at$1500/year.

8. SurveySparrow – Best fmor Employee Engagement Surveys

(Image Source: SurveySparrow)

SurveySparrow has transformed how I conduct employee engagement surveys. Its conversational interface makes surveys less daunting and more engaging for employees, resulting in higher completion rates.

The platform offers a variety of question types, including open-ended, multiple-choice, and rating scales, allowing me to gather a broad range of insights. Added to this, the seamless integration with Zendesk has streamlined the survey process, enabling me to distribute surveys and gather feedback within my organization easily. 

What I particularly appreciate about SurveySparrow is its real-time reporting feature. As responses come in, I can instantly see trends and areas of concern, which is invaluable for timely interventions. Even its 360-degree feedback tool has been a critical component in providing comprehensive performance reviews.

What You Will Like:

• The tool provides anonymous feedback options, ensuring honest and uninhibited responses.
• Easy integration with HR tools simplifies the process of collecting and analyzing employee feedback.
• Automated recurring surveys facilitate continuous feedback and engagement.
• The tool’s multi-device accessibility ensures high response rates from employees.
• Custom branding options allow alignment with internal communication standards.

What You May Not Like:

• The basic plan of SurveySparrow offers limited question types.
• The tool’s focus on internal surveys might limit its applicability to external feedback needs.

Price: Starts at $19/month. Billed annually. 

9. Survicate – Best for Real-Time Feedback

(Image Source: Survicate)

Survicate has proven to be an indispensable tool in my arsenal for capturing real-time feedback. Its ability to embed surveys directly into websites, emails, and mobile apps has enabled me to collect feedback at critical touchpoints in the customer journey. 

The variety of survey types, from quick NPS surveys to in-depth product feedback forms, allows for a flexible approach to gathering insights. Besides, the integration with Zendesk has been a major advantage, enabling me to manage customer feedback alongside support tickets. 

This has not only improved response times but also helped personalize customer interactions based on their feedback. 

What You Will Like:

• It enables quick deployment of surveys and is ideal for capturing immediate customer feedback.
• Integration capabilities with e-commerce and customer service platforms, such as Zoho, Freshdesk, Help Scout, and more, are a significant advantage.
• It has a user-friendly survey builder that simplifies the process of creating effective surveys.
• Supports customizable triggers based on user behavior to help in capturing relevant feedback.
• Supports A/B testing features that aid in optimizing survey effectiveness.

What You May Not Like:

• In-depth analytics are mostly reserved for premium plan users.
• The survey design options are somewhat limited, potentially affecting brand consistency.

Price: Starts at $53/month for up to 3 team sets. 

Evaluation Criteria 

The evaluation of products or tools chosen for this article follows an unbiased, systematic approach that ensures a fair, insightful, and well-rounded review. This method employs six key factors:

1. User Reviews / Ratings: Direct experiences from users, including ratings and feedback from reputable sites, provide a ground-level perspective. This feedback is critical in understanding overall satisfaction and potential problems.
2. Essential Features & Functionality: The value of a product is ascertained by its core features and overall functionality. Through an in-depth exploration of these aspects, the practical usefulness and effectiveness of the tools are carefully evaluated.
3. Ease of Use: The user-friendliness of a product or service is assessed, focusing on the design, interface, and navigation. This ensures a positive experience for users of all levels of expertise.
4. Customer Support: The quality of customer support is examined, taking into account its efficiency and how well it supports users in different phases – setting up, addressing concerns, and resolving operational issues.
5. Value for Money: Value for money is evaluated by comparing the quality, performance, and features. The goal is to help the reader understand whether they would be getting their money’s worth. 
6. Personal Experience / Experts’ Opinions: This part of the evaluation criteria draws insightful observations from the personal experience of the writer and the opinions of industry experts. 

Ready to Pick the Best Survey Tool?

So which one of these survey tools do you think would be the best for Zendesk satisfaction surveys?

In my view, Qualaroo is the best for Zendesk surveys with its efficient feedback management within support workflows. Its advanced targeting and customization options enable precise, actionable insights from specific user segments.

Also, it has user-friendly reporting tools aiding in understanding customer needs, enhancing decision-making, and improving the overall customer experience.