Voice of Customer & Surveys
124 martech vendors in Voice of Customer & Surveys, part of Customer Service & Success. Each record carries the date we last verified it, so you can see how current it is before you rely on it.
Last verified:
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Voice-of-customer and survey software collects structured feedback from customers, from NPS scores to post-purchase surveys and in-app prompts. It rolls that feedback into a picture of satisfaction over time. Customer experience teams use it to hear directly from buyers; procurement reviews it because responses often carry opinions, and sometimes personal data, tied to a real account.
Who it is for
- Customer experience teams tracking satisfaction trends who need survey data tied back to a real account, not an anonymous panel.
- Data governance reviewers checking how open-text responses, which often carry unstructured personal comments, are stored and who can read them.
- Legal and compliance teams confirming that survey participation and any incentive offered comply with the regions a company operates in.
What your No-Committee will ask
- IT security
- Is survey response data encrypted at rest, and is access to open-text comments limited by role? We record encryption and role-based access as two separate claims rather than one broad statement.
- Data governance
- Can a customer ask for their survey answers to be deleted along with the rest of their account, and is that written down anywhere public? We check deletion support right on the vendor's privacy page, not a general GDPR claim.
- Architecture
- Does the platform tie a response back to one named customer by default, or does it stay anonymous unless a company changes that setting? We record the default when the vendor states it, and mark it not found when the page stays silent.
- AI governance
- If an AI model scores open-text sentiment, can a reviewer see why it picked that score, or does it return a number with no reasoning attached? We track that explainability apart from a general AI-insights claim.
- Legal / finance
- Does the vendor say how long survey data is kept by default, and can that window be shortened for one customer group? We record a stated retention number with a source link wherever the vendor names one.
How we verify
We don't guess what a typical survey tool offers. Every claim above comes from the vendor's own privacy policy, security page, or public product pages. Our methodology page spells out exactly what separates verified from self-attested in this category.
Frequently asked questions
How is voice-of-customer software different from live chat and chatbot tools?
Live chat and chatbot tools capture a live conversation while a customer is actively engaged. Voice-of-customer and survey tools instead reach out afterward, asking one structured question, often a score plus an open comment, to track satisfaction over time rather than fix one issue. Some support platforms bundle both, but each collects data for a different purpose.
Do voice-of-customer and survey vendors typically publish SOC 2 or ISO 27001 certification?
Enterprise-focused survey platforms handling response data at scale more often publish a SOC 2 report, especially once legal and security teams start asking where open-text comments end up. Smaller survey tools built for quick NPS runs more often describe security in general terms only, which we mark self-attested.
Is pricing usually public for voice-of-customer and survey platforms?
Entry-level survey tools often list response-volume pricing right on their site. Enterprise plans with unlimited responses, deeper text analysis, or a dedicated account team more often move to a custom quote, which we record rather than estimate.
What should I check beyond the survey builder itself before shortlisting a vendor?
Confirm whether a response is tied to a named customer by default, how long the data is kept, and whether a customer can ask for their own responses to be deleted. Those three checks matter more once the survey is live and real feedback starts arriving.