getapp-logo

App comparison

Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.

Software categoriesBlog & researchAbout us

GetApp offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links. 

Table of Contents

usersusersusers

Talk with us for a free 15-min consultation

Expert advisors like Chase, who have helped 1,000+ companies, can find the right software for your needs.

Top Rated Customer Experience Software with Negative Feedback Management in 2026

Verified reviewer profile picture
Verified reviewer profile picture

All user reviews are verified by in-house moderators and provider data by our software research team.  Learn more

Last updated: March 2026

Negative feedback management helps identify and address customer issues promptly. It allows tracking trends, sending alerts, responding swiftly, and improving products or services. This leads to enhanced customer satisfaction and loyalty. Our reviewers in customer experience software rated this feature as important.

3 Best Customer Experience Software with Negative Feedback Management

  • Birdeye - Highest rated for negative feedback management
  • Broadly
  • Trustpilot

See other top Customer Experience products with negative feedback management

How we picked the 3 top rated products

We chose the high-performing solutions on this list based on verified user ratings on our site. Depending on available data, qualifying products either had to be among the most user-reviewed or the most searched-for products in the customer experience software category. They also needed to have sufficient reviews about negative feedback management, have a minimum user rating of 3 out of 5 for that feature, and show evidence of U.S. market presence. We then added a distinction for the product with the highest rating for negative feedback management based on our proprietary ratings and reviews. Sponsorship or client status has no influence on the selection of these products, but it may impact the order in which products appear.

Details for the 3 best products

Birdeye logo

Birdeye

4.7
(701)
visit website

User insights about the negative feedback management feature

Reviewers indicate that Birdeye's negative feedback management is crucial for addressing and redirecting negative content offline. They appreciate the ability to customize automated responses and the ease of responding to negative reviews quickly. Users find it helpful for resolving customer complaints promptly and preventing negative feedback from being published publicly. They also value the opportunity to learn from negative feedback and improve their services. Some users mention the convenience of managing responses within the Birdeye dashboard, although a few note the need for improvements in this area.
“It allows us to reach back out personally to that individual to get a better understanding of their concern and fix the issue promptly.”
JG

Jose G.

Maintenance Supervisor

“Negative Feedback Management is critical to address negative content and redirect negative conversations offline.”
AH

Amanda H.

Vice President

Customer Experience key features coverage

Birdeye offers 5 out of the 5 key features for Customer Experience software identified by reviewers:

Feedback Management5.0
Surveys & Feedback4.7
Reporting/Analytics4.5
Customizable Fields4.6
Customizable Forms4.4

Pros and cons based on 701 verified reviews

81% of users rated Birdeye 5 out of 5 stars, while 4% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 701 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Enhanced online visibility

Streamlined patient feedback

Efficient listing management

Cons:

Inconsistent issue resolution

High costs and billing issues

See pros and cons details

Pricing

Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

Broadly logo
4.8
(336)

User insights about the negative feedback management feature

Reviewers appreciate Broadly's negative feedback management for its immediate notifications and quick response capabilities. They find it valuable for addressing issues before they escalate, preventing negative online reviews, and improving customer satisfaction. Users report that Broadly helps them reach out to dissatisfied customers promptly, allowing them to resolve problems and make necessary improvements. They also highlight the platform's ability to provide timely feedback and the opportunity to manage negative experiences strategically, ultimately turning potential negative reviews into positive outcomes.
“The alerts are the best feature of negative feedback management. It allows us to address the complaints immediately and gives us time to make things right. Most of the time, people will change their review because we acted swiftly. ”
JR

Joseph R.

Director of Marketing

“I get a notice quickly when we get a negative NPS score from a customer so that we can resolve before he or she leaves a negative online review. ”
RF

Robin F.

Owner

Customer Experience key features coverage

Broadly offers 3 out of the 5 key features for Customer Experience software identified by reviewers:

Feedback Management4.7
Surveys & Feedback4.7
Reporting/Analytics4.6
Customizable Fields
Customizable Forms

Pros and cons based on 336 verified reviews

83% of users rated Broadly 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 336 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Effective customer communication

Enhanced customer review management

Cons:

Concerns about high costs

See pros and cons details

Pricing

Starting price:$249 /per month|Free version:Available|Free trial:Available

Prices may vary depending on the number of users and features.

Trustpilot logo
4.5
(1.2K)

User insights about the negative feedback management feature

Reviewers find Trustpilot's negative feedback management useful for addressing issues and improving customer service. They appreciate the ability to respond to negative reviews and the transparency and accountability the platform promotes. Users report that Trustpilot helps them identify areas for improvement and resolve problems effectively. They also value the platform's commitment to weeding out fake reviews and maintaining the integrity of feedback. However, some users mention challenges with the speed of response to negative feedback and the handling of irrelevant or malicious reviews.
“We appreciate the insights we can gather from the negative reviews. It allows us to visit those pain points and turn them into solutions that will improve the experience of our customers overall. ”
ET

Elexciss T.

Web Content Manager

“Trustpilot provides businesses with tools to manage negative feedback, including the ability to respond to negative reviews and resolve any issues that may arise.”
DN

Debbie N.

Manager

Customer Experience key features coverage

Trustpilot offers 3 out of the 5 key features for Customer Experience software identified by reviewers:

Feedback Management4.4
Surveys & Feedback4.4
Reporting/Analytics4.3
Customizable Fields
Customizable Forms

Pros and cons based on 1,202 verified reviews

65% of users rated Trustpilot 5 out of 5 stars, while 5% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 1,202 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Effective client engagement

Efficient review invitations

Positive user experience

Intuitive navigation

Enhanced brand reputation

Cons:

High costs and restrictions

Inadequate scam detection

Weak issue reporting

Unreliable star ratings

See pros and cons details

Pricing

Starting price:$299 flat rate/per month|Free version:Available|Free trial:Available

Prices may vary depending on the number of users and features.

Other Top Rated Customer Experience Software with Negative Feedback Management in 2026

Zendesk Suite logo

Zendesk Suite

AI powered customer service across all channels

visit website
Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.

Read more about Zendesk Suite

Users also considered
Zoho CRM Plus logo

Zoho CRM Plus

Unified Customer Experience platform

visit website
Zoho CRM Plus is a unified customer experience platform that brings sales, marketing, projects, analytics, AI etc together for a better customer experience.

Read more about Zoho CRM Plus

Users also considered
Alchemer logo

Alchemer

Customer experience management and online survey platform

visit website
The Alchemer Platform is the ideal solution for teams, departments, or for an entire organization looking to close the feedback loop with their customers and employees.

Read more about Alchemer

Users also considered
Zoho CRM logo

Zoho CRM

Customer relationship management solution

visit website
Zoho CRM has a clean user interface that facilitates easy navigation. Engage your prospects and/or customers through live chat options, forums, in-product banners, and several other features.

Read more about Zoho CRM

Users also considered
Zoho Desk logo

Zoho Desk

Customer service software for businesses of all sizes

visit website
Zoho Desk helps you manage all customer interactions coming from multiple channels. Artificial Intelligence assistant, automate ticket management, measure satisfaction & customize support. Our free plan gives you 3 users free to help you get a head start with your customer service operations.

Read more about Zoho Desk

Users also considered
livepro logo

livepro

Knowledge management system

visit website
livepro is a cloud-based knowledge management solution designed to improve customer experience & staff engagement. The knowledge base can be used by every business department including HR, contact center agents and training departments, and set up for customer self-service to reduce support tickets.

Read more about livepro

Users also considered
Preferred Patron Loyalty logo

Preferred Patron Loyalty

Category Leaders

Innovative Loyalty Programs, Customer Engagement & Gift Card

visit website
Preferred Patron provide customer loyalty and gift card management programs to businesses of all sizes, across many diverse industries

Read more about Preferred Patron Loyalty

Users also considered
SurveyLegend logo

SurveyLegend

Mobile-friendly survey management platform

visit website
Track and measure customer experiences with SurveyLegend. Create beautiful, mobile-friendly surveys, forms, and polls with ease. Intuitive and visually engaging, every interaction captures valuable insights that drive smarter decisions and help build deeper, lasting customer relationships.

Read more about SurveyLegend

Users also considered
Freshdesk logo

Freshdesk

Online helpdesk system and customer service software

visit website
Freshdesk is a cloud-based customer service software that helps businesses of all sizes deliver consistent and delightful customer experiences across different channels.

Read more about Freshdesk

Users also considered
ReviewInc logo

ReviewInc

Reputation management and customer experience software unite

visit website
ReviewInc is reputation management software and customer experience tools in one dashboard. designed to help businesses of all sizes handle, monitor, collect, and share customer reviews across multiple platforms such as Google, Facebook, and more.

Read more about ReviewInc

Users also considered
SurveyMonkey logo

Online survey and feedback collection platform

Create experiences customers love with AI-powered surveys & analytics. Quickly gather and analyze feedback using NPS®, CSAT, and VoC programs to identify opportunities for improvement. Integrate insights with 200+ business tools like Salesforce and Tableau, empowering teams to take action.

Read more about SurveyMonkey

Users also considered
Jotform logo

Cloud-based form builder tool for digital forms.

Jotform Enterprise provides an all-in-one customer feedback collection, organization, and NPS software for businesses looking to provide an unparalleled customer experience. From calculating NPS, to designing autoresponder emails, Jotform Enterprise will help you skyrocket customer experience!

Read more about Jotform

Users also considered
Pipedrive logo

Cloud-based CRM solution for salespeople

Pipedrive is a sales management tool that gets sales teams organized. It helps you focus on the activities that drive deals to close.

Read more about Pipedrive

Users also considered
LiveAgent logo

Multichannel Help Desk Solution with Powerful AI Features

LiveAgent is a help desk and customer experience management software. It helps businesses manage customer interactions from a unified platform. LiveAgent is a leader in delivering personalized experiences and exceeding customer expectations.

Start with a 30-day free trial, no credit card required.

Read more about LiveAgent

Users also considered
LiveChat logo

AI-based live chat for customer support and sales teams

LiveChat is a customer service software that enables businesses to communicate with website visitors in real time through chat functionality. The platform includes AI-based chatbots for automating routine inquiries, customizable chat widgets, and proactive chat invitations to engage visitors. It offers integration capabilities with various third-party applications including CRM systems, e-commerce platforms, and marketing tools.

Read more about LiveChat

Users also considered
Intercom logo

AI-powered customer service with helpdesk

Intercom Customer Service Suite combines an AI agent called Fin with a helpdesk platform designed for customer service operations. The platform includes features such as omnichannel communication across phone, email, and live chat, an AI-enhanced inbox, ticketing system, and a knowledge hub for centralizing support content. Fin uses a patented AI architecture to resolve customer queries and can be trained on company procedures and policies for deployment across multiple channels.

Read more about Intercom

Users also considered
Trustpilot logo

Customer review management platform for online businesses

A customer review management tool that brings businesses and consumers together through reviews.

Read more about Trustpilot

Users also considered
Birdeye logo

AI-based webchat assistant for business conversations

Birdeye is the leading AI-powered reputation and social media management platform for local brands. Over 150,000 businesses use Birdeye to maximize online reputation, engage across social channels, and gain insights to enhance customer experience and grow.

Read more about Birdeye

Users also considered
Tidio logo

Aill-in-one customer support software with AI features

Tidio is an all-in-one customer experience platform with features like help desk, live chat, chatbot, and AI agents. Improve engagement by talking to customers in real time, automate answers with chatbot Flows, or use Tidio's AI agent to resolve up to 64% of all interactions.

Read more about Tidio

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

TeamSupport AI-driven Customer Experience Software is an all-in-one platform, providing a 365° view of customer health. Unite your support and success teams with insights and workflows for onboarding, churn prevention & upsell motions, and more. Purpose-built for growth-stage B2B SaaS companies.

Read more about TeamSupport

Users also considered
Lime Connect logo

Live chat and customer messaging for businesses of all sizes

Lime Connect is the leading GDPR-compliant software for messaging & automation that helps businesses transform customer communication.

Read more about Lime Connect

Users also considered
Hotjar logo

Digital experience insights for any business selling online

Improve your customer experience with Hotjar. An intuitive, visual way to discover, consolidate, and communicate user needs.

Read more about Hotjar

Users also considered
Survio logo

Turn feedback into growth with Survio.

Trusted by 5M+ users, Survio is a secure, GDPR-compliant survey platform with powerful features for every device.

Read more about Survio

Users also considered
Broadly logo

Online review & reputation management for small businesses

Broadly is an online review & reputation management tool that helps small service-providing businesses improve their online reputation & attract new customers

Read more about Broadly

Users also considered
Bitrix24 logo

All in one business management workspace

Bitrix24 #1 FREE customer experience and customer relationship management platform used by 12 million businesses worldwide.

Read more about Bitrix24

Users also considered

Key features for Customer Experience software

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

  • Feedback Management: Reviewers emphasize the ease of organizing and responding to customer feedback, tracking trends, and gaining insights for product and service improvements. 93% of reviewers rated this feature as important or highly important.
  • Surveys & Feedback: Users value the ability to create custom surveys, gather direct customer insights, and make data-driven decisions to enhance customer experience and business growth. 91% of reviewers rated this feature as important or highly important.
  • Reporting/Analytics: Reviewers appreciate the detailed, customizable reports and real-time analytics for tracking trends, measuring impact, and making informed decisions. 90% of reviewers rated this feature as important or highly important.
  • Customizable Fields: Users appreciate the flexibility to tailor forms with specific fields, enhancing data collection and alignment with unique business needs. 88% of reviewers rated this feature as important or highly important.
  • Customizable Forms: Reviewers find value in the ability to fully customize forms to meet specific requirements, improving data collection and audience engagement. 87% of reviewers rated this feature as important or highly important.