February 26, 2026
Building products on gut instinct is how startups fail. The successful SaaS companies make decisions informed by structured customer feedback — they know exactly why users churn, which features matter most, and where their product is breaking. That requires a system, not scattered email threads and angry support tickets. Customer feedback software turns thousands of user interactions into actionable data that drives your roadmap.
The challenge is that "customer feedback" encompasses multiple different activities: in-app bug reports, NPS surveys, feature requests, session recordings, and qualitative interviews. Each type answers a different question. Without consolidating them, you're managing feedback in silos — developers see crash reports, product sees feature requests, support sees complaints, and no one sees the full picture. The best feedback software makes it easy to collect, categorize, and act on all these signals in one place.
This is unsolicited feedback your users give you when something breaks. A customer hits a bug, screenshots it, or reports it directly from your app. They rage-click because the UI is confusing. They abandon a workflow because it's slow. In-app feedback widgets make it frictionless to report these moments without leaving your product. Session replay and console logs automatically attached to these reports tell you exactly what the user was doing when they hit the problem. This is high-intent feedback — your users are motivated to tell you something is wrong.
This is feedback you ask for: "How satisfied are you with our product?" via an NPS or CSAT survey, or "How easy was this feature to use?" via a CES microsurvey. These surveys are most powerful when timed contextually — deploy them right after a support interaction, after the user completes a key workflow, or at regular intervals. The data is quantifiable and comparable, but surveys can be intrusive, so timing and frequency matter.
Users have opinions about what you should build next. A feedback board lets them submit ideas, see what others are requesting, and upvote priorities. This serves two purposes: it gives you data on what matters most to your user base, and it manages expectations by showing users what's in your roadmap. Public voting boards reduce support load — users see a feature is planned and stop asking when it's coming.
Quantitative metrics tell you what happened. Qualitative research tells you why. This includes user interviews, session replay analysis of how users navigate your product, and open-ended survey responses. It's less scalable than surveys but much richer in insight. Most teams combine both — surveys provide the signal, interviews and session replay provide the context.
| Tool | Best For | Starting Price | Types of Feedback Covered | Free Tier |
|---|---|---|---|---|
| Gleap | Consolidated stack: bugs, surveys, feature boards, chat | $19/month | In-app bugs with replay, NPS/CSAT, feature requests, live chat | Yes |
| Canny | Feature request voting boards | Free tier, $79/month Growth | Feature requests with voting and roadmap | Yes |
| Feedbear | Simple feedback boards | $49/month | Feature requests, basic feedback | No |
| Featurebase | Changelog + feedback board | Free tier, $49/month Startup | Changelog, feature requests | Yes |
| Usersnap | Visual feedback + microsurveys | $99/month | Visual bug reports, NPS/CSAT microsurveys | No |
| Userback | User feedback portal with video | $49/month | Video-enabled bug reports, feature requests | No |
| GetFeedback | NPS/CSAT surveys (sunsetting Dec 2026) | Custom pricing | NPS, CSAT, CES surveys only | No |
Gleap is the only tool in this list that consolidates all four types of feedback. Users can report bugs directly from your app and Gleap automatically captures session replay, console logs, and device context. Simultaneously, you're deploying NPS and CSAT surveys at contextual moments, collecting in-app feedback, and managing a feature request board. All of this funnels into one inbox where your team triages, prioritizes, and closes the loop.
The platform is SOC 2 Type II certified, which matters for enterprises that need security assurance. It works on web and mobile (iOS and Android), so you're capturing feedback from your entire user base. Video calling is built into the chat widget, making it easy to escalate to a real person when a survey or feedback reveals a support need. The consolidated feedback portal lets users see the status of their requests in real-time.
Gleap starts at $19/month with a free tier. For SaaS companies that want to see the complete picture of customer needs — bugs, sentiment, requests, and behavior — without switching between five tools, Gleap eliminates that friction and cost.
We publish in-depth comparison guides across this cluster. Links will appear here as new guides are published.
Customer feedback software is a platform that collects, organizes, and analyzes feedback from your users across multiple channels: in-app bug reports with session replay, NPS/CSAT/CES surveys, feature requests with voting, and qualitative responses. It consolidates these signals so your team can spot patterns, identify critical issues, and make product decisions informed by data. It also automates closing the loop — notifying users when their requested features ship or their bugs are fixed.
NPS (Net Promoter Score) measures customer loyalty: "On a scale of 0-10, how likely are you to recommend us to a colleague?" Responses of 9-10 are promoters, 0-6 are detractors. CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction on a 1-5 scale. CES (Customer Effort Score) measures how easy something was — low effort scores correlate with retention. NPS is strategic; CSAT and CES are tactical. Use all three.
Timing and frequency are everything. Deploy feedback requests contextually — ask for NPS after users complete a positive interaction, not randomly. Set frequency caps so users aren't surveyed more than once every 30 days. Use lightweight microsurveys (1-2 questions) instead of long forms. Make feedback widgets dismissible and non-intrusive. If completion drops below 15%, you're being too aggressive.
Yes. Your team should be able to create a Jira or Linear ticket without leaving the feedback platform. This keeps your development workflow in one place and ensures developers see user context alongside the technical issue. Without integration, feedback gets retranslated, details get lost, and developers never see why a ticket matters.
That depends on the tool's data retention policy. The best tools let you export all feedback as CSV or JSON so your data is portable. Some tools delete data after your subscription ends — check the terms before committing. Your feedback is a valuable asset and should be yours to keep.
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