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Text Content

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Download the Voice of the Customer Software Buyer's Guide


BEST VOICE OF THE CUSTOMER (VOC) SOFTWARE

Compare and evaluate Voice of the Customer vendors using the most in-depth and
unbiased analyst reports available. Download free comprehensive 40+ page reports
to select the best Voice of the Customer software for your organization.


WHAT IS VOICE OF THE CUSTOMER (VOC) SOFTWARE?

Voice of the Customer (VoC) software enable companies to collect, store and
aggregate and analyze all forms of customer feedback. The software gathers
opinions, views, and feedback through multiple channels such as social media,
chatbots, websites etc. to better understand and improve the customer
experience.


COMMON FEATURES

Text Analytics | Multi-Channel Data Collection | API Framework | Dashboards,
Analytics and Reporting | Questionnaire Design/Survey Builder | Sentiment
Analytics | Data Visualization | Alerts

 * Overview
 * Awards
 * Buyer's Guide
 * Research


NEED HELP?

Talk to a Software Expert

Download the Buyer's Guide
Download the Buyer's Guide
Overview Buyer's Guide Awards Research Help
Buyer's Guide


TOP VOICE OF THE CUSTOMER SOFTWARE

Product

Score
Report
sandsiv+
8.8

15+
pages

SurveyMonkey
8.7

15+
pages

Forsta
8.4

15+
pages

AskNicely
8.2

15+
pages

SurveySparrow
8.2

15+
pages

Alchemer
7.9

15+
pages

Qualtrics CustomerXM
7.9

15+
pages


BUYER’S GUIDES

2022 Voice of the Customer Data Quadrant

Download Now

30+ pages





DATA QUADRANT

Be confident in your decision, using the SoftwareReviews Data Quadrant Buyer’s
Guide.

Explore hundreds of data points, using objective, unbiased customer feedback, in
an easy to consume and understand market report.

Download Now

30+ pages



What Is the Data Quadrant Buyer’s Guide?

The Data Quadrant Buyer's Guide provides a comprehensive evaluation of the top
software in the Voice of the Customer market. Data is collected from real users,
meticulously verified, and visualized in easy-to-understand charts and graphs.
Each product is compared against the best Voice of the Customer to create a
holistic, unbiased view of the product landscape.

The Data Quadrant Buyer's Guide is a summation of hundreds of data points that
gives you a quick snapshot of the market. Use this detailed report to quickly
validate your top features and shortlist your top contenders.

For even more detailed reports on individual products, see the Product Reports.

What Do We Measure?

The Data Quadrant measures the complete software experience, comparing both the
experience with the software and the relationship with the vendor.

Product Feature & Satisfaction: Satisfaction with the software is measured by
combining users’ satisfaction with the top features with the likelihood of users
to recommend the software.

Vendor Experience & Capabilities: The vendor experience is calculated using a
weighted average of the satisfaction scores tied to vendor capabilities (e.g.
software implementation, training, customer support, product roadmap) and the
working relationship with the vendor (e.g. whether the vendor is trustworthy,
respectful, fair).



2022 Voice of the Customer Emotional Footprint

Download Now

30+ pages





EMOTIONAL FOOTPRINT

Gather insight into whether your vendor is going to treat you like a partner
using the Emotional Footprint Buyer's Guide.

Compare critical emotional sentiments to quantify customer experience and
compare it against the expected value you’ll receive.

Download Now

30+ pages



What Is the Emotional Footprint Buyer’s Guide?

The Emotional Footprint Buyer’s Guide captures the overall experience of working
with a software vendor and their platform. Organizations increasingly rely on
software vendors to be true partners to help improve their operations. The
Emotional Footprint helps you understand how you can trust and rely on the
vendor to support you through your relationship.

We collect 25 data points outlining that experience, from the initial
contracting and negotiation phase, though how they will support you during
conflicts, to how their overall product strategy and direction will help you
improve. Use this report to understand which vendors focus on building
relationships to create a loyal customer base.

What Do We Measure?

The Emotional Diamond helps identify which vendors provide the best overall
experience when compared against the perceived value of the software.

Value Index: Software pricing can be complicated and confusing, but knowing if
you’re getting business value for the price you're paying is not. The Value
Index metric captures users’ satisfaction with their software given the costs.

Net Emotional Footprint: The Net Emotional Footprint measures high-level user
sentiment. It aggregates emotional response ratings across 25 provocative
questions, creating a powerful indicator of overall user feeling toward the
vendor and product.




TOP VOICE OF THE CUSTOMER (VOC) SOFTWARE AWARDS


NEXT AWARD: SEPTEMBER 2022

Voice of the Customer Emotional Footprint Awards

Write a review to help crown the next winner in Voice of the Customer, then
follow us on LinkedIn to get notified about the results. For every approved
review you will receive some compensation for your time and effort.

Write Review

Follow Us


LATEST AWARD: MARCH 2022

Voice of the Customer Data Quadrant Awards

See the most recent winners of our SoftwareReviews Data Quadrant Awards. View
our Gold Medalists and compare top vendors using our free downloadable reports.

View Awards


COMPARE VOICE OF THE CUSTOMER (VOC) SOFTWARE


SORT BY:

a-z top rated cx score most liked most recommended


FILTER BY:

Award Winners
Data Quadrant Winner



DATA QUADRANTREPORT

A thorough evaluation and ranking of all software to compare software across
every dimension.

Download Now

30+ pages




EMOTIONAL FOOTPRINTREPORT

A detailed and unique report that captures a powerful indicator of overall user
feeling toward the vendor and product.

Download Now

30+ pages


Product Report

15+
pages


SANDSIV SWITZERLAND LTD.


SANDSIV+



sandsiv+ Is a fully customizable customer feedback management (CFM) solution
that can capture the Voice of the Customer across multiple channels, including
SMS, IVR, email, web, digital channels, all in multiple languages and across
multiple touch points.


SANDSIV SWITZERLAND LTD.


SANDSIV+

sandsiv+ Is a fully customizable customer feedback management (CFM) solution
that can capture the Voice of the Customer across multiple channels, including
SMS, IVR, email, web, digital channels, all in multiple languages and across
multiple touch points.


8.8

Composite Score


9.0

CX Score


+94

Emotional Footprint


90%

Likeliness to Recommend


18

Reviews

Write a Review

Product Report

15+
pages

Product Report

15+
pages


MOMENTIVE


SURVEYMONKEY



SurveyMonkey is the world's largest survey company, helping customers collect
2.8 million online survey responses every day. SurveyMonkey has revolutionized
the way people give and take feedback, making it accessible, easy and affordable
for everyone.


MOMENTIVE


SURVEYMONKEY

SurveyMonkey is the world's largest survey company, helping customers collect
2.8 million online survey responses every day. SurveyMonkey has revolutionized
the way people give and take feedback, making it accessible, easy and affordable
for everyone.


8.7

Composite Score


9.2

CX Score


+93

Emotional Footprint


87%

Likeliness to Recommend


15

Reviews

Write a Review

Product Report

15+
pages

Product Report

15+
pages


FORSTA


FORSTA



Forsta is an Experience and Research Technology Platform that gathers and
analyzes data, and translates the findings into shareable actions to inform
decision-making and drive growth. Forsta’s technology is designed to discover,
analyze and share smart insights packed with real action potential, and help
organizations better understand the full Human Experiences of their audiences.


FORSTA


FORSTA

Forsta is an Experience and Research Technology Platform that gathers and
analyzes data, and translates the findings into shareable actions to inform
decision-making and drive growth. Forsta’s technology is designed to discover,
analyze and share smart insights packed with real action potential, and help
organizations better understand the full Human Experiences of their audiences.


8.4

Composite Score


8.6

CX Score


+92

Emotional Footprint


86%

Likeliness to Recommend


13

Reviews

Write a Review

Product Report

15+
pages

Product Report

15+
pages


ASK NICELY LTD


ASKNICELY



AskNicely connects real-time customer feedback with all your teams, systems and
processes, based on the Net Promoter Score (NPS®) framework. AskNicely measures
every customer experience, coaches and motivates your frontline teams, and makes
every location perform like your best.


ASK NICELY LTD


ASKNICELY

AskNicely connects real-time customer feedback with all your teams, systems and
processes, based on the Net Promoter Score (NPS®) framework. AskNicely measures
every customer experience, coaches and motivates your frontline teams, and makes
every location perform like your best.


8.2

Composite Score


8.1

CX Score


+83

Emotional Footprint


89%

Likeliness to Recommend


12

Reviews

Write a Review

Product Report

15+
pages

Product Report

15+
pages


SURVEYSPARROW INC


SURVEYSPARROW



SurveySparrow is an end to end Conversational Experience Management Platform
that helps you get a 40% better response rate.


SURVEYSPARROW INC


SURVEYSPARROW

SurveySparrow is an end to end Conversational Experience Management Platform
that helps you get a 40% better response rate.


8.2

Composite Score


7.9

CX Score


+85

Emotional Footprint


87%

Likeliness to Recommend


11

Reviews

Write a Review

Product Report

15+
pages

Product Report

15+
pages


ALCHEMER LLC


ALCHEMER



Alchemer is a online survey software tool for designing online surveys,
collecting data and performing analysis. Our tool supports a variety of online
data collection methods including online surveys, online quizzes,
questionnaires, web forms, and landing pages.


ALCHEMER LLC


ALCHEMER

Alchemer is a online survey software tool for designing online surveys,
collecting data and performing analysis. Our tool supports a variety of online
data collection methods including online surveys, online quizzes,
questionnaires, web forms, and landing pages.


7.9

Composite Score


7.8

CX Score


+74

Emotional Footprint


88%

Likeliness to Recommend


14

Reviews

Write a Review

Product Report

15+
pages

Product Report

15+
pages


QUALTRICS


QUALTRICS CUSTOMERXM



With Qualtrics CustomerXM, you get the power of the ultimate listening engine,
predictive intelligence and analytics, and full closed-loop actioning
capabilities, so you can gain a holistic understanding of your customers’
experiences and take the right actions that drive meaningful impact.


QUALTRICS


QUALTRICS CUSTOMERXM

With Qualtrics CustomerXM, you get the power of the ultimate listening engine,
predictive intelligence and analytics, and full closed-loop actioning
capabilities, so you can gain a holistic understanding of your customers’
experiences and take the right actions that drive meaningful impact.


7.9

Composite Score


7.6

CX Score


+77

Emotional Footprint


84%

Likeliness to Recommend


14

Reviews

Write a Review

Product Report

15+
pages

Product Report

15+
pages


MEDALLIA INC.


MEDALLIA



Wherever your customers are, however they transact with you, and talk to or
about you — Medallia will facilitate a conversation between you and every single
one of them.


MEDALLIA INC.


MEDALLIA

Wherever your customers are, however they transact with you, and talk to or
about you — Medallia will facilitate a conversation between you and every single
one of them.


7.1

Composite Score


6.5

CX Score


+54

Emotional Footprint


79%

Likeliness to Recommend


16

Reviews

Write a Review

Product Report

15+
pages


MOMENTIVE


GETFEEDBACK



Collect in-the-moment feedback across all channels, including email, SMS,
website, and mobile apps. Empower customers to provide real-time, contextual
feedback throughout the customer journey. Quickly spot trends, analyze
sentiment, and understand key drivers that are impacting your business, then
easily share those insights with your teams. Close the loop on critical feedback
as it happens in order to create ‘wow’ moments that drive customer satisfaction
and loyalty.


MOMENTIVE


GETFEEDBACK

Collect in-the-moment feedback across all channels, including email, SMS,
website, and mobile apps. Empower customers to provide real-time, contextual
feedback throughout the customer journey. Quickly spot trends, analyze
sentiment, and understand key drivers that are impacting your business, then
easily share those insights with your teams. Close the loop on critical feedback
as it happens in order to create ‘wow’ moments that drive customer satisfaction
and loyalty.


9.4

Composite Score


10.0

CX Score


+100

Emotional Footprint


97%

Likeliness to Recommend


4

Reviews

Write a Review



ALIDA


ALIDA CXM



Alida CXM is designed to enable you to listen to direct & indirect sources of
customer feedback, perform automated actions on collected feedback and have
complete visibility into key customer experience metrics so you can create
exemplary customer experiences day after day. With Alida CXM you get a holistic
customer experience platform that brings in both operational and experiential
data, integrates this data with the tools to collect, understand and action
customer feedback along with the ability to analyze data and monitor trends in
one integrated solution.


ALIDA


ALIDA CXM

Alida CXM is designed to enable you to listen to direct & indirect sources of
customer feedback, perform automated actions on collected feedback and have
complete visibility into key customer experience metrics so you can create
exemplary customer experiences day after day. With Alida CXM you get a holistic
customer experience platform that brings in both operational and experiential
data, integrates this data with the tools to collect, understand and action
customer feedback along with the ability to analyze data and monitor trends in
one integrated solution.


9.2

Composite Score


9.6

CX Score


+96

Emotional Footprint


93%

Likeliness to Recommend


3

Reviews

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VOICE OF THE CUSTOMER


DATA QUADRANT AWARDS, MARCH 2022



Product Innovator

Leader

Challenger

Service Star

Y
X


8.6


PRODUCT FEATURES AND SATISFACTION


0.0


0.0


VENDOR EXPERIENCE AND CAPABILITIES


9.0




VOICE OF THE CUSTOMER (VOC) SOFTWARE DATA QUADRANT

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30+ pages




WHAT IS THE DATA QUADRANT BUYER'S GUIDE?

The Data Quadrant Buyer's Guide provides a comprehensive evaluation of the top
software in the Voice of the Customer market. Data is collected from real users,
meticulously verified and visualized in easy-to-understand charts and graphs.
Each product is compared against the best Voice of the Customer to create a
holistic, unbiased view of the product landscape.

The Data Quadrant Buyer's Guide is a summation of hundreds of data points that
gives you a quick snapshot of the market. Use this detailed report to quickly
validate your top features and shortlist your top contenders.

For even more detailed reports on individual products, see the Product Reports.


WHAT DO WE MEASURE?

The Data Quadrant measures the complete software experience, comparing both the
experience with the software and the relationship with the vendor.

Product Feature & Satisfaction: Satisfaction with the software is measured by
combining users’ satisfaction with the top features with the likelihood of users
to recommend the software.

Vendor Experience & Capabilities: The vendor experience is calculated using a
weighted average of the satisfaction scores tied to vendor capabilities (e.g.
software implementation, training, customer support, product roadmap) and the
working relationship with the vendor (e.g. whether the vendor is trustworthy,
respectful, fair).

--------------------------------------------------------------------------------

Voice of the Customer

March 2022




73957287CHAMPIONSRELATIONSHIPBUILDERSVALUEPLAYERSCONTENDERSVALUE INDEXNET
EMOTIONAL FOOTPRINTSurveyMonkeysandsiv+AskNicelyQualtrics
CustomerXMForstaSurveySparrowMedalliaAlchemer
= Champion
= Outlier

Powered By: Info-Tech Research Group





VOICE OF THE CUSTOMER (VOC) SOFTWARE EMOTIONAL FOOTPRINT

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30+ pages




WHAT IS THE EMOTIONAL FOOTPRINT BUYER'S GUIDE?

The Emotional Footprint Buyer’s Guide captures the overall experience of working
with a software vendor and their platform. Organizations increasingly rely on
software vendors to be true partners to help improve their operations. The
Emotional Footprint helps you understand how you can trust and rely on the
vendor to support you through your relationship.

We collect 25 data points outlining that experience, from the initial
contracting and negotiation phase, though how they will support you during
conflicts, to how their overall product strategy and direction will help you
improve. Use this report to understand which vendors focus on building
relationships to create a loyal customer base.


WHAT DO WE MEASURE?

The Emotional Diamond helps identify which vendors provide the best overall
experience when compared against the perceived value of the software.

Value Index: Software pricing can be complicated and confusing, but knowing if
you’re getting business value for the price you're paying is not. The Value
Index metric captures users’ satisfaction with their software given the costs.

Net Emotional Footprint: The Net Emotional Footprint measures high-level user
sentiment. It aggregates emotional response ratings across 25 provocative
questions, creating a powerful indicator of overall user feeling toward the
vendor and product.




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