SurveySensum Review: Customer Feedback and NPS Software
SurveySensum helps companies collect and analyze customer sentiment. It may be useful for teams that need to automate survey distribution and use AI for text analysis.
At a glance
- Category
- Customer Support
- Best for
- Mid-market companies, Enterprise companies, Marketing and Insights teams, Customer Experience (CX) managers
- Pricing
- Annual plans start at $3,600 for Starter CX (up to 6,000 responses) and $6,000 for Self-Driven CX (up to 12,000 responses). A Managed CX plan with custom pricing is also available.
- Key use cases
- Measuring Customer Loyalty, Transactional Feedback, Market Research, Employee Experience Monitoring
- Integrations
- HubSpot, Slack, Freshdesk, Salesforce, Outlook
- Official website
- surveysensum.com
SurveySensum is a customer experience management platform designed to help businesses gather feedback via NPS, CSAT, and CES surveys. It provides tools for survey creation, distribution, and analysis, with a focus on making feedback actionable through alerts and dashboards.
The software is intended for marketing and insights teams, particularly those in retail, SaaS, automotive, and fintech. It supports collection methods including in-app, website, and WhatsApp surveys.
Buyers can use the platform to identify dissatisfied customers and work toward closing the feedback loop. The tool includes AI capabilities for sentiment analysis and questionnaire generation, and supports security certifications such as SOC 2 and GDPR compliance.
Buyers should confirm if the response limits of the tiered plans align with their annual volume and whether they require the dedicated consultancy services available in higher-tier plans.
Key Features
Tools to measure Net Promoter Score, Customer Satisfaction, and Customer Effort Score.
AI-powered text analytics to detect customer emotions and recurring themes in open-ended responses.
Supports sending surveys via Email, WhatsApp, In-App, and SMS.
A tool for creating surveys with support for conditional logic and various question types.
Designed to route feedback to teams to address customer issues in real time.
Hierarchical dashboards that provide visibility across different departments and geographies.
Use Cases
Setting up and monitoring NPS programs to track customer loyalty and identify detractors.
Collecting CSAT and CES scores after a specific customer interaction or touchpoint.
Using AI-driven questionnaire generation and analysis for product or brand research.
Deploying pulse surveys and 360-degree feedback to track workplace culture and retention.
Best For
Integrations
Pricing
Annual plans start at $3,600 for Starter CX (up to 6,000 responses) and $6,000 for Self-Driven CX (up to 12,000 responses). A Managed CX plan with custom pricing is also available.
FAQ
Pricing starts at $3,600/year for the Starter CX plan and $6,000/year for the Self-Driven CX plan. A custom-priced Managed CX plan is available for larger needs.
Yes, there is a one-month free trial available with up to 25 responses to test the features.
The platform provides data migration services from other tools as part of the onboarding process.
SurveySensum is ISMS certified and supports HIPAA, GDPR, SOC 2, and ISO 27001 compliance.
Source category: Customer Support
Source subcategory: Survey & Feedback
