Online stores don’t get the luxury of face-to-face feedback. You can’t see a shopper’s reaction when they first land on your site, or the hesitation in their eyes before they abandon a cart.
That’s why customer feedback tools are so valuable. They give you a good idea of what customers are doing on your site, but they don’t explain why.
Analytics platforms like GA4 or Shopify show you what’s happening on your site. But customer feedback software goes deeper, helping you understand motivation, satisfaction, and drop-off points that data alone can’t reveal.
And here’s why it matters: the average ecommerce conversion rate sits around 2.7%, but brands using optimization and customer survey tools see an average ROI of 223%.
Whether it’s through ecommerce customer surveys, reviews, or on-site feedback popups, these insights fuel everything from CRO to product development. Zero-party data (the kind your customers share willingly) is now one of the most powerful levers for growth that help brands:
- Discover why visitors leave without purchasing
- Tailor messaging and offers to customer intent
- Increase AOV and LTV through personalized experiences
Convinced yet? Let’s dive into the best customer feedback tools and how leading brands use them to turn feedback into action.
Types of customer feedback to start collecting
There’s more than one way to listen to your customers — and each type of feedback tells a different part of the story. From customer surveys to UX analysis, here’s what every ecommerce brand should have in their toolkit.
1. Customer Surveys
These are the backbone of every great feedback strategy. Customer survey tools let you gather direct input about purchase motivations, product experiences, and overall satisfaction.
Use cases:
- Post-purchase surveys that reveal why customers bought (or didn’t)
- Cart abandonment feedback to uncover friction points
- Product research for upcoming launches or improvements
Tools like KnoCommerce make it easy to automate and segment survey data so you’re not just collecting feedback, you’re acting on it.
2. Product Reviews
Reviews are one of the most powerful forms of customer feedback you can collect. They don’t just validate your products, they drive trust, social proof, and conversions.
Use cases:
- Display social proof on product pages
- Incentivize repeat purchases through review requests
- Repurpose UGC for social content or email marketing
Combine review data with survey insights to understand both what customers say and how they feel about your brand.
3. Sentiment Analysis
Sometimes, feedback isn’t explicit, it’s emotional. Sentiment analysis software helps you interpret open-text responses, reviews, or social mentions to see whether customer sentiment trends positive, negative, or neutral.
Use cases:
- NPS and CSAT programs
- Social listening and brand health tracking
- Identifying customer pain points or product frustrations
When paired with zero-party data, sentiment analysis becomes a superpower for understanding why customers think and feel the way they do.
4. On-Site and UX Insights
Your website itself is one of your richest sources of feedback. On-site and UX feedback tools like Hotjar or FullStory help you visualize how customers navigate your store and where they get stuck.
Use cases:
- Heatmaps showing where attention drops off
- Cart abandonment and checkout flow optimization
- Navigation improvements that reduce friction and bounce rates
These insights help you pair the “what” from analytics with the “why” from direct feedback, the ultimate combo for smarter CRO.
Top 10 customer feedback tools for ecommerce brands
Not all feedback tools are built the same. Some help you understand why people buy, others show you how they shop, and a few help you turn feedback into loyalty. Here’s a breakdown of the best customer feedback software every ecommerce brand should know, starting with KnoCommerce.
1. KnoCommerce for post-purchase surveys that drive action
Best for: Capturing why customers purchased and linking feedback to marketing attribution
Kno transforms ecommerce customer surveys into strategic insights. And helps brands go beyond vanity metrics and uncover what actually drives sales, loyalty, and retention.
Key features:
- Pre-built survey templates for attribution, product feedback, and brand perception
- Segmentation and analytics dashboards to track performance across channels
- Klaviyo integration for automated email surveys
- Deep Shopify Checkout integration to trigger surveys instantly after purchase
- Custom logic to tailor questions based on order value, new vs. repeat, or SKU
Pricing plans: Starter: $19/month | Analyst: $119/month | Pro: $299/month | 7-day free trial available
2. Yotpo for reviews and UGC that build trust
Best for: Collecting text, photo, and video reviews to boost conversions
Key features:
- Automated review requests via email or SMS
- UGC widgets to display verified photos and videos
- AI-powered moderation for faster approvals
- Loyalty and referrals integration to reward reviewers
- Google Shopping and Rich Snippet support for SEO visibility
Pricing plans: Starter: $79/month | Pro: $169/month | Premium: Custom quote | Free plan up to 50 orders/month
3. Loox for visual product reviews that sell
Best for: Showcasing photo and video reviews with on-brand display options
Key features:
- Automatic post-purchase photo review requests
- One-click widgets for PDPs and homepages
- Referral incentives for customers sharing photos
- Carousel galleries for lifestyle-style UGC
- Full branding control to match your store’s design
Pricing plans: Beginner: $12.99/month | Scale: $39.99/month | Unlimited: $299.99/month | 7-day free trial (Beginner) or 14-day trial (Scale & Unlimited)
4. Stamped for Reviews + loyalty that work together
Best for: Unifying reviews, referrals, and rewards into one platform
Key features:
- Combined dashboard for reviews, NPS, and loyalty data
- Q&A module to answer pre-purchase questions
- Points-based loyalty program integrated with Shopify
- Automated review and loyalty flows via email or SMS
- Review syndication across Google Shopping and more
Pricing plans: Basic: $23/month | Premium: $59/month | Business: $149/month | Custom: $299/month | Free trial available
5. Okendo for all-in-one customer marketing
Best for: Reviews, surveys, quizzes, referrals, and loyalty — all in one place
Key features:
- Product quizzes that tie into rewards programs
- Automated post-purchase survey flows via Shopify events
- Video and photo reviews synced directly to Shopify
- Incentive engine for verified reviewers
- Customer profiles synced with Klaviyo for personalization
Pricing plans: Free: Up to 50 orders/month | Essential: $19/month | Growth: $119/month | Power: $299/month | Advanced: $499/month | 14-day free trial for paid plans
6. Zigpoll for fast, lightweight micro-surveys
Best for: Quick pre- or post-purchase surveys for small and mid-size brands
Key features:
- No-code pop-up and embedded survey widgets
- Conditional logic for smart follow-ups
- Real-time reporting with visual dashboards
- Localized translations for global brands
- Email and SMS delivery for maximum reach
Pricing plans: Lite: Free (up to 100 responses/month) | Standard: $25/month | Advanced: $98/month | Ultimate: $198/month | 7-day free trial for paid plans
7. Reviews.io for multi-channel review collection
Best for: Collecting and syndicating product reviews across major channels
Key features:
- Syndication to Google, Facebook, TikTok Shop, and more
- Shoppable Instagram galleries from customer UGC
- AI sentiment tagging for positive/negative themes
- Integrations with Klaviyo, Shopify Flow, and SMS
- 15+ customizable display widgets
Pricing plans: Essentials: $29/month | Start-up: $99/month | Grow: $299/month | Plus: $499/month | 14-day free trial
8. Delighted for post-delivery feedback
Best for: Capturing NPS, CSAT, and CES feedback after order delivery
Key features:
- Pre-built survey templates for fast setup
- Email, web, SMS, and kiosk survey delivery
- Shopify POS integration for in-store purchases
- Real-time dashboards and sentiment tracking
- Logo and theme customization
Pricing plans: Free: Up to 25 responses/month | Starter: $19/month | Growth: $39/month | Advanced: $149/month | Premium: $249/month | 7-day free trial for paid plans
9. Hotjar for on-site UX and behavior insights
Best for: Understanding user navigation and friction points
Key features:
- Heatmaps for clicks, scrolls, and mouse movement
- Session recordings for real-user journeys
- Feedback polls embedded on key pages
- Funnel analytics for drop-off detection
- GA4 integration for combined analysis
Pricing plans: Basic: Free | Growth: $49/month | Pro: Custom | Enterprise: Custom
10. Typeform for interactive surveys at scale
Best for: Beautiful, large-scale survey design and data collection
Key features:
- Drag-and-drop builder with conditional logic
- Branded, visually engaging templates
- Embeds for product pages, emails, or pop-ups
- Integrations with Shopify, Zapier, and Google Sheets
- Real-time response tracking
Pricing plans: Basic: $29/month | Plus: $59/month | Business: $99/month | Enterprise: Custom | Free plan available
How to choose the best customer feedback tool for your store
Finding the right customer feedback tool starts with clarity. You need to know what insights you’re after and how each platform fits into your tech stack.
- Identify your primary goal
Decide what you want to learn from your customers. Are you focused on attribution, retention, user experience, or building social proof that boosts conversions? The best customer feedback software depends on what you’re trying to improve. - Combine complementary tools
No single tool tells the whole story. Pair KnoCommerce for post-purchase insights with platforms like Yotpo, Loox, or Okendo for reviews and loyalty. Together, they connect why customers buy with how they engage. The more customer feedback touchpoints you have, the better your data will work for you. - Focus on actionable insights
Avoid tools that only show surface-level data. Look for customer survey tools that turn feedback into decisions. Can you create custom audience segments based on zero-party data? Does the tool give you clear insights that guide your next move? - Choose something that grows with you
As your Shopify store scales, your feedback tools should too. Make sure the platform you pick can handle more orders, integrate with your tech stack, and keep up with your goals over time.
The best customer feedback tools don’t just collect opinions. They help you understand your customers better and make smarter choices that lead to growth.
Start building your customer feedback tool stack
The most successful ecommerce brands use more than one customer feedback tool. Combining post-purchase surveys, reviews, visual content, NPS scores, and UX insights gives you a complete view of what drives your customers.
KnoCommerce adds the missing piece. It captures motivation-based insights that explain why customers buy, complementing other tools that focus on feedback volume or sentiment.
A thoughtful feedback strategy turns data into direction and customers into long-term advocates.
Get started with KnoCommerce or book a demo to see how leading brands use survey insights to grow smarter.