Customer feedback: collect, learn, and act—all in one platform

Customer feedback is the information your customers share about their experiences, expectations, and satisfaction with your brand. It’s more than opinions—it’s evidence you can act on. When collected and analyzed well, customer feedback reveals what’s working, where friction exists, and how to strengthen loyalty and growth.

Great feedback starts with listening. The right questions show customers you value their voice, and every response reveals a chance to improve your products, services, and support. When you act on those insights, you build stronger relationships and create measurable impact at every stage of the journey.

SurveyMonkey makes that process simple. Our feedback management platform helps you capture insights from every touchpoint, analyze them instantly, and route follow-ups to the right teams—all in one connected workspace. Whether you’re running a quick customer feedback survey, monitoring NPS® and CSAT trends, or building a company-wide feedback loop, you’ll get the clarity and confidence to take action faster.

Customer feedback is information shared by customers about their experiences, expectations, and satisfaction with a product, service, or brand. It helps teams understand what customers value most and where they encounter friction. 

The purpose of customer feedback is to reveal what drives loyalty, retention, and growth so teams can take action with confidence.

Strong feedback programs turn opinions into evidence. They connect listening with learning and improvement across the entire customer journey. When you collect feedback consistently, analyze results clearly, and act on what you learn, you build trust and show that every customer voice matters.

There are many ways to collect customer feedback, from quick surveys to structured programs that span the full customer journey. The key is to choose the right method for your audience and goal.

To manage responses effectively, route data to the right teams, tag themes by category, and track changes over time. A structured feedback management process ensures insights lead to decisions, not data silos.

Collecting feedback is only the beginning. To gain value, teams must analyze and act on what customers share. Look for patterns across metrics, comments, and segments to uncover what drives satisfaction and where effort can be reduced.

Responding to feedback closes the loop. Acknowledge input quickly, communicate what changed, and set alert rules so no detractor or critical comment is missed. Consistent follow-up reinforces that feedback leads to real action.

Every organization’s listening strategy is different, but the goal is the same: collect relevant feedback and act on it quickly. SurveyMonkey offers a library of customer feedback survey templates that make it easy to get started.

Strong customer-feedback programs combine NPS, CSAT, and CES to capture a full picture of satisfaction, effort, and loyalty.
Each metric plays a specific role:

When you connect these metrics to your shared business goals, you move beyond data points to measurable outcomes such as higher renewal rates, stronger retention, and faster resolution times.

Each template includes pre-built questions, logic, and reporting features so you can launch in minutes and start collecting Customer Powered Data that helps your teams learn and act with precision.

While many platforms only collect responses, SurveyMonkey helps teams close the loop. You can collect, analyze, and act on feedback in one connected workspace that scales across your organization.

Create
Build on-brand surveys fast with expert templates for NPS®, CSAT, CES, and more.

Reach
Meet customers where they are with links, QR codes, kiosks, and embedded forms.

Understand
Use text analytics, crosstabs, and benchmarks to find the “why” behind every score.

Act
Set alerts, assign owners, and share dashboards that show progress in real time.

Get started free or request a demo to see how SurveyMonkey makes customer feedback actionable.

Launch your first survey in minutes with expert-built templates and AI guidance that helps you ask better questions, faster. Need to reach more customers? Share links anywhere, embed on your site, or tap our global research panel to get the right responses, right away.

Turn data into decisions with clear charts, text analytics, filters, and crosstabs that make insights easy to spot. Built-in benchmarks and calculators help you track progress and set goals that leadership can stand behind.

SurveyMonkey fits the way teams actually work. Set roles and permissions, automate alerts, and keep every program repeatable and secure. Share dashboards or export results to your business intelligence tools—no copy-paste, no extra work.

NPS, Net Promoter & Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.