A customer feedback tool collects what your users think, want and struggle with, and puts it somewhere you’ll actually act on it. For a SaaS that usually means four kinds of feedback: bug reports, feature requests, survey answers and what people say in support. The best setup catches all four without making customers work for it, and tells them when you’ve done something about it.
This guide covers the kinds of feedback worth collecting, what to look for in a tool, and six customer feedback tools for SaaS teams, with prices from each company’s own site.
The four kinds of customer feedback
1. Bug reports
The most urgent feedback, and usually the worst written. “It’s broken” is common. A good tool captures what the user saw: a session replay, console and network logs, browser and page, so the report explains itself. Our bug reporting guide covers this in depth.
2. Feature requests
Ideas from customers about what to build next. A public board where people post and vote stops the same request arriving twenty times, and shows you what matters to the most people.
3. Surveys
NPS, CSAT and short questions asked at the right moment: after onboarding, after a support chat, when someone cancels. Short and targeted beats long and general.
4. Support conversations
Where most real feedback lives. A customer asking “can it do X?” is a feature request. One saying “it’s slow on Mondays” is a bug report. Tools that connect the inbox to your feedback board catch these instead of losing them in old chats.
What to look for in a customer feedback tool
- In your product, not in an email. An in-app widget gets far more feedback than a link to a form.
- Context attached. Who sent it, what plan they’re on, what page they were on, and a replay for bugs.
- One place for everything. Bugs, ideas and survey answers in one inbox you can filter, not four tools.
- Duplicates merged. The same request from ten people should be one item with ten votes.
- Closing the loop. When you ship a request, everyone who asked should hear about it automatically.
- Pricing that doesn’t punish engagement. Some tools charge by the number of customers who give feedback, which gets expensive just as feedback starts working.
Six customer feedback tools compared
| Tool | Bug reports with replay | Feature voting | Surveys | Lowest paid plan |
|---|---|---|---|---|
| Rectify | Yes | Yes | Yes (NPS, CSAT) | $29 a month for 3 seats |
| Canny | No | Yes | No | $99 a month ($79 yearly) |
| Featurebase | No | Yes | Yes (NPS, CSAT) | $37 a seat a month ($29 yearly) |
| Frill | No | Yes | Yes | $25 a month |
| Sleekplan | No | Yes | Yes (NPS, CSAT) | $13 a month, billed yearly |
| Hotjar | Replays, not bug reports | No | Yes | $49 a month ($40 yearly) |
1. Rectify
Rectify collects all four kinds of feedback in one workspace. Its in-app widget, one script tag, takes bug reports (with a session replay, console and network logs), ideas, general feedback and testimonials, all landing in one inbox. Customers vote on public boards with duplicate detection; surveys are written by Quanta, Rectify’s AI teammate, from a sentence describing what you want to learn; and the support inbox links any conversation to a feedback item. When a request ships, the changelog emails everyone who followed it.
Price: free to start, then $29 a month for 3 seats, $59 for 10, $99 for 25.
See bug reports and feedback, feature requests and roadmap and surveys.
2. Canny
The best-known feature voting board, with a roadmap and changelog. Its Autopilot pulls feedback from support and sales conversations in tools like Intercom, Zendesk and Gong. Free for 25 tracked users; Pro from $79 a month billed yearly for 100.
Pick it if feature requests are your main feedback channel. Our Canny alternatives guide compares it with others.
3. Featurebase
Feedback boards, roadmap, changelog and surveys, plus a helpdesk and help centre. It can rank requests by customer revenue. Growth is $37 a seat a month, or $29 billed yearly.
Pick it if you want feedback and support together, priced per seat. See Featurebase alternatives.
4. Frill
A clean board for ideas, a roadmap and announcements, with surveys. Startup is $25 a month for 50 active ideas; Business $49 for unlimited ideas.
Pick it if you want something simple and attractive, quickly.
5. Sleekplan
Feedback board, changelog and NPS and CSAT surveys at a low price. Free for one admin; Starter is $13 a month billed yearly for 3 seats.
Pick it if budget is the main constraint.
6. Hotjar
Hotjar, now part of Contentsquare, is about behaviour: session replays, heatmaps and on-site surveys. There’s no voting board or bug inbox. Growth is $49 a month, or $40 billed yearly, for 7,000 sessions.
Pick it if you’re improving a marketing site or signup flow and want to see where people drop off.
How to run feedback without drowning in it
- Make it one click to give feedback, from inside your product.
- Triage weekly. Tag every new item, merge duplicates and reply to anyone who reported a bug.
- Let votes inform, not decide. Weigh requests by who’s asking and what they pay, not just the count.
- Close the loop every time. Tell people when their idea ships. Our release notes template makes that quick.
- Look for patterns monthly. What do churned customers have in common? Which page produces the most bug reports?
Questions founders ask
What is the best customer feedback tool for a small SaaS?
One that covers bug reports, feature requests and surveys in a single place, inside your product, at a flat price. Rectify, Featurebase and Sleekplan all cover more than one kind; Canny and Frill focus on feature requests.
How do I get more customers to give feedback?
Ask inside the product at the right moment, keep it to one question, and reply. Customers who see their feedback lead somewhere give more of it.
Should my feedback board be public?
Usually yes. A public board cuts duplicates, lets customers see you’re listening and becomes a quiet sales tool. Keep a private board for anything sensitive.
Prices and features are taken from each company’s own pricing page: Rectify, Canny, Featurebase, Frill, Sleekplan and Hotjar. Prices change, so check theirs before you decide.
Hear everything, act on what matters
Feedback is only useful if it changes something. Hire Rectify free and Quanta sorts it, links it and tells people when you ship.
