All postsKarolina Konopka
Customer Success Manager
4 min read
Listen and understand your customers. Win them at any stage of their journey.
cx Platform
In 2026, understanding your customers isn’t just about sending a survey once a year. It’s about continuous listening across every channel—web, mobile, email, and social. To do this effectively, you need the right Voice of the Customer (VoC) tools.
The best VoC software does more than just collect data; it helps you analyze sentiment, close the feedback loop, and turn insights into revenue. But with hundreds of options on the market, which one should you choose?
We’ve tested and reviewed the top 5 Voice of the Customer tools to help you build a customer-centric strategy this year.
Why do you need dedicated VoC software?
Relying on scattered Google Forms or manual email feedback is a recipe for data silos. Dedicated VoC tools allow you to:
Centralize feedback: Gather data from surveys, reviews, and support tickets in one dashboard.
Automate analysis: Use AI to spot trends and sentiment without reading every response.
Act faster: Trigger real-time alerts when a key customer is unhappy (churn prevention).
Quick Comparison: Best VoC Tools
| Tool | Best For | Key Features | Pricing Model |
|---|---|---|---|
| Responsly | Best All-in-One (CX + EX) | Omnichannel surveys, NPS/CSAT, AI analysis, real-time alerts | Free plan + Affordable Pro |
| Qualtrics | Enterprise Research | Advanced analytics, text iQ, statistical testing | Expensive / Contact Sales |
| Medallia | Large Corporations | Signal capture, operational management, heavy integrations | Expensive / Contact Sales |
| SurveyMonkey | Basic Surveys | Simple builder, vast template library | Freemium / Tiered |
| Hotjar | Visual Feedback | Heatmaps, session recordings, on-site widgets | Freemium / Tiered |
1. Responsly – The Modern CX Platform
Responsly is the top choice for modern product and success teams who want enterprise-power features without the clunky interface of legacy tools. It combines powerful survey capabilities with customer experience automation.
Why choose Responsly?Omnichannel Reach: Collect feedback via Email, Link, Website Widgets, App, and QR Codes.
CX Metrics: Built-in dashboards for NPS, CSAT, and CES make tracking loyalty effortless.
Automation: Set up workflows to alert your support team instantly when a “Detractor” responds.
Templates: Access a library of ready-to-use templates for every stage of the customer journey.
Best for: SaaS, E-commerce, and B2B companies looking for a scalable, user-friendly VoC solution.
2. Qualtrics XM
Qualtrics is a heavyweight in the experience management space. It is widely used by academic institutions and Fortune 500 companies for deep market research.
Pros:Extremely advanced statistical analysis.
“Text iQ” for analyzing open-ended responses at scale.
Highly customizable reporting.
Steep learning curve; often requires a certified expert to manage.
Pricing is opaque and typically very high, making it inaccessible for SMBs.
3. Medallia
Medallia focuses on operational customer experience management. It excels at capturing “signals” from various operational systems to predict customer behavior.
Pros:Strong focus on enterprise-grade signal capture.
Great for large teams with complex organizational hierarchies.
Integrates with massive enterprise ERP/CRM systems.
Implementation can take months.
Interface can feel dated compared to modern SaaS tools.
4. SurveyMonkey
A household name, SurveyMonkey is a solid choice for simple, ad-hoc surveys. While it has moved into the CX space, its roots are in general-purpose surveying.
Pros:Very easy to pick up and use.
Huge database of benchmarkable questions.
Good for one-off market research projects.
Lacks the deep, continuous listening features of dedicated VoC platforms.
Data often ends up siloed in individual accounts rather than centralized.
5. Hotjar
Hotjar approaches VoC from a visual and behavioral perspective. It’s less about long surveys and more about understanding how users interact with your site.
Pros:- Heatmaps & Recordings: See exactly where users click and scroll.
- Feedback Widgets: Simple “Like/Dislike” popups for instant website feedback.
- Easy installation.
- Not a full survey platform; you can’t run complex NPS campaigns or email surveys.
- Data retention limits on lower plans.
Summary: Which VoC tool is right for you in 2026?
Choosing the right tool depends on your maturity and budget:
- If you need a comprehensive, easy-to-use platform that covers surveys, NPS, and automation across all channels, Responsly is the best value for money in 2026.
- If you are a massive enterprise needing statistical modeling, look at Qualtrics.
- If you just need visual website feedback, check out Hotjar.
Don’t wait to start listening. Create your free account on Responsly today and launch your first Voice of the Customer campaign in minutes.
