I'm a CSM looking for the best integrated solution for running customer satisfaction and NPS surveys.

If you're a CSM looking for an integrated NPS + CSAT solution, I’d focus less on “which tool has the best survey builder?” and more on how well the feedback flows into your CRM, support platform, customer-success workflows, and follow-up process.

One important 2026 wrinkle: Delighted is no longer a good candidate for a new implementation; it shut down June 30, 2026 and its functionality is being folded into Qualtrics.

My shortlist

1. AskNicely — my first choice for a CSM team

If your goal is “survey → identify unhappy customer → notify CSM → follow up → track resolution,” AskNicely is particularly compelling.

It has two-way integrations with platforms including Salesforce, HubSpot and Intercom, can trigger surveys based on customer events, sync feedback back to customer records, and push feedback into Slack.

That makes it particularly well suited to a CSM operating model rather than simply being a survey database.

Choose it if: NPS is a core CS KPI and you want a strong closed-loop process around detractors.

2. Survicate — best if you want broader surveying

I'd look at Survicate if you want NPS + CSAT + CES + ad-hoc customer research rather than building everything around NPS.

It supports email, web and in-app surveys and has 40+ native integrations, including Salesforce, HubSpot, Slack, Zendesk and Intercom.

Choose it if: your CSMs need to run different surveys throughout the customer lifecycle and you don't want an enterprise CX platform.

3. Qualtrics — best if “integrated” means enterprise-wide

Qualtrics is substantially more powerful than a typical NPS platform. Its current CX offering combines survey feedback with contact-center, digital, review and other experience signals, plus text analysis and automated routing.

The downside is complexity and cost. For a typical CSM organization that simply needs quarterly NPS and post-interaction CSAT, I'd consider it overkill.

Choose it if: you're building a company-wide Voice of Customer program, not merely a CS survey program.

What I'd choose

For most B2B SaaS CS teams, I'd rank them:

🥇 AskNicely — if closing the loop and CSM actionability are paramount 🥈 Survicate — if you want the most flexible survey program 🥉 Retently — if you want something simpler and more SaaS-oriented 4. Qualtrics — if you're enterprise and need sophisticated VoC 5. Medallia — if you're operating CX at very large scale

A particularly important buying criterion is what happens after a customer submits a 2/10. The strongest systems don't just put “NPS = 2” on a dashboard; they can associate the response with the account, identify the CSM, create/route the follow-up, and give you visibility into whether the issue was actually resolved. That distinction is increasingly important in current NPS tooling.

If you tell me your CRM (Salesforce/HubSpot/etc.), CS platform (Gainsight, Catalyst, Vitally, etc.), support platform, approximate customer count, and whether surveys need to be email/in-app/SMS, I can narrow this to the 2–3 best fits and compare their integrations, automation, reporting, and likely cost.

As a CSM, the "best" integrated solution depends heavily on whether you are running a heavy enterprise B2B motion, a product-led growth (PLG) SaaS model, or working entirely inside an existing CRM ecosystem. The primary goal is avoiding data silos—ensuring your NPS and CSAT scores don’t just live in a reporting vacuum, but dynamically update your Customer 360, health scores, and trigger playbooks.

The top integrated solutions break down by use-case:

- **Gainsight:** The heavyweight industry standard for enterprise Customer Success. It features natively built-in survey capabilities (NPS, CSAT, CES) tightly married to account health scoring, Customer 360 views, and journey orchestration.
- *Why it fits:* Zero integration friction between survey feedback and your retention workflows; a dip in NPS immediately triggers a risk play in your CSM queue.[[1]](https://google.com/goto?url=CAESXgHrOzAVhuIVvmjGHeXuWlIc64X28vBRpj8afphacDLJRbk_tWdDyokkKQwXyKGHopJXSKf_jadvNmekkebgUwQ8d71iVDalcISFHYiUvaNEHQWcOw4Z5VMSGEUkVaM)[[2]](https://google.com/goto?url=CAESXwHrOzAVQNE30dzSCCCc1s-awjaSMs9t3iWa-Bw3WGEzddjvOq5vxvn2s1Kx4oc9C810yCjuNtC4B_Lu7i0y0iqgeQ2wrlQUtfQdh0j9UDQk4Il7m8ZnIXN24WZqc-s0)[[3]](https://google.com/goto?url=CAESXQHrOzAV0vqow1PwY32dmyEUis-1IurdHPp3XJQrqMQy2I_mfPaCGeP3v-plPSnE0jugu8l25fazEfOTQtcAtk5MRBbgix8z6kBON0WjdAypXxwYuIxfiGLp9XULIg)[[4]](https://google.com/goto?url=CAEScAHrOzAVmxa_39LTg_yDMl0sbtuXueAofN7o_K-8OHsIxGYCAHf86VZmY_shNF1UlNTLSn2T1CFVOLclTb7ozs6CnU5T5RJfGqvCEe8M6DkisQLOiv3Flp3jE5L_uwjCT2F9tQYR-xjLX-gfcUdbhKA)[[5]](https://google.com/goto?url=CAESXwHrOzAVfnmn5K934w0P6yhBcCVH-Q49hEdvX-MWUy4myjAxbodceh61kUKUzabTmXA9Sajaq6GC8qB1ioOWq-tyY3lV0lC8H5-H1x2bZFQHhmiTuuWHlGFZEmxrnf8R)

- **HubSpot Service Hub:** If your company operates on HubSpot's Smart CRM, utilizing their native feedback tool is a seamless "no-brainer". It lets you spin up CSAT and NPS surveys that tie directly back to the contact and company object.
- **SurveyVista / SurveyMonkey for Salesforce:** For Salesforce-heavy teams, tools like SurveyVista or GetFeedback offer deep bi-directional syncing so survey data stays natively inside your CRM org without relying on fragile third-party zaps.[](https://google.com/goto?url=CAESUgHrOzAV-jTFoIMAuJD-7gtIQxfwa3jQUBnNXvtQVvYcjgwgeOrSz4ktFAzqOxPL8Or3NicZCgvsQE-94UqL0gqrGrBfYkatNQTPV88H_YQvAnc) [[1]](https://google.com/goto?url=CAESUgHrOzAV-jTFoIMAuJD-7gtIQxfwa3jQUBnNXvtQVvYcjgwgeOrSz4ktFAzqOxPL8Or3NicZCgvsQE-94UqL0gqrGrBfYkatNQTPV88H_YQvAnc)[[2]](https://google.com/goto?url=CAESTwHrOzAVS6VIB_ySwqYojOZKudGFtdy7ThkEmQmrRcv2uaHveU3iYGP3zO02xLnJRSyvr7qpmWufApaduW2rF5JZskSPtZauQNZfQklc_Dc)[[3]](https://google.com/goto?url=CAESZAHrOzAVXRVyVW4KzRJxdqJ2U_YHAqzabrXDkBALj5Zpkh5yWE1teTthCZWLCJUvef2R1gUCibqPT683xcZ_ujV58ji3ojCiI399sGZCyQYnKy9N2Mfa9LGxT8XZbwYd1n8DFlo)[[4]](https://google.com/goto?url=CAESWQHrOzAVQLservj0rgt7-0Qp9D0ZCP0IxCi_1t0cz2tR9SH8pD7xMxEQfhYtsvHRmpa1qH5Smp09NV-W6CbHifEYDnqLYkETPqHEni7TnbDMlDrMRSqC5uAM)[[5]](https://google.com/goto?url=CAESiQEB6zswFd5N5eUxY14FQYBCnEhhkMP5Kl79atwplvLcCot9YUgOuvYu9YA-5MMlGQ7ogMN78uSFvfXRcgCLhf9mxn_JyceBnObfAjGwNjShY4Bwc5q0j25XqJB7s0j84SHBAldKok6yFa7duhZaam5ydcK7rqu6Z2Y5i87w8Ab8KR0ar1eMNPqiOw)

- **CustomerGauge:** Purpose-built for B2B enterprises that need to tie NPS directly to actual account revenue and churn risk. It excels at root-cause analysis and closing the feedback loop at the stakeholder level.
- **Qualtrics:** Ideal if you need enterprise-grade Voice of Customer (VoC) programs with advanced text analytics, automated routing, and deep industry benchmarking.[](https://google.com/goto?url=CAEScAHrOzAVUKbiFE3X2BhbqmJIVyGH2TWikv4m8JjhxMn5Hi-vJSpks8Oan1_cdgMI-Dm6LGBaOSmeNzM5eXQ3ZEiVeUjke2hZHkb18ssEObG5Izc88a1O13cofO1g-SUUdPlgxJhY6Snjy3atKdpgIZI) [[1]](https://google.com/goto?url=CAEScAHrOzAVUKbiFE3X2BhbqmJIVyGH2TWikv4m8JjhxMn5Hi-vJSpks8Oan1_cdgMI-Dm6LGBaOSmeNzM5eXQ3ZEiVeUjke2hZHkb18ssEObG5Izc88a1O13cofO1g-SUUdPlgxJhY6Snjy3atKdpgIZI)[[2]](https://google.com/goto?url=CAESUgHrOzAV-jTFoIMAuJD-7gtIQxfwa3jQUBnNXvtQVvYcjgwgeOrSz4ktFAzqOxPL8Or3NicZCgvsQE-94UqL0gqrGrBfYkatNQTPV88H_YQvAnc)[[3]](https://google.com/goto?url=CAESVgHrOzAVUxNt_cuKkS2WFfsYY654PJq7aGyrWxZ_KLgTOX9EhPcp7yYibfh_bAgSdg32Xc7Zy0XQU5DxhI72nwRaj6UmxOgWHPNmsR7z93xb9pA_ObTv)[[4]](https://google.com/goto?url=CAESWgHrOzAVMFrY4EO8LtBgD7K-F8FQfFhnIkV0sxh_vAnByra3y12kkzD2_fQd2ICMNLyUxk2Mai6VJS0bseKj65Xnye-55Gj03YfbwP_Revv5zEWZsctOQ_5Gdw)[[5]](https://google.com/goto?url=CAESaAHrOzAVwOdUddy8Ie3v3qEd3RNTtFOoTF5L6eTEAzKSozSwAdOv5euINJ97h2WAeYZaUeBxkGmA2nLt-BZQz2lmKCSm5lV8TafItxLEo2uzWtwuII8aPF_Wfy7mxSOj1sbtJt3sOJxk)

- **Survicate or Zonka Feedback:** Excellent multi-channel options that let you trigger micro-surveys across in-app, email, and web. They feature robust, reliable integrations with major CRMs and product analytics tools to push scores instantly where they need to go.[](https://google.com/goto?url=CAEScwHrOzAVd7wzO8DSYd6YQBgmLb3vhvf4AEODmNVgapMW0jmY4WYveBL23yYmWyvqhpSfmIJRwBRdRVXpAFR9bu8XwMoABO36Yn9MUb6nUieNpRqjD-KHaERkeH5DZzi4MOCCyrWcL-HMY2CqefVQQ_xQTqI) [[1]](https://google.com/goto?url=CAEScwHrOzAVd7wzO8DSYd6YQBgmLb3vhvf4AEODmNVgapMW0jmY4WYveBL23yYmWyvqhpSfmIJRwBRdRVXpAFR9bu8XwMoABO36Yn9MUb6nUieNpRqjD-KHaERkeH5DZzi4MOCCyrWcL-HMY2CqefVQQ_xQTqI)[[2]](https://google.com/goto?url=CAEScAHrOzAVUKbiFE3X2BhbqmJIVyGH2TWikv4m8JjhxMn5Hi-vJSpks8Oan1_cdgMI-Dm6LGBaOSmeNzM5eXQ3ZEiVeUjke2hZHkb18ssEObG5Izc88a1O13cofO1g-SUUdPlgxJhY6Snjy3atKdpgIZI)[[3]](https://google.com/goto?url=CAESrgEB6zswFTG0DMPj8MU2CV3vnVLZSIDPDdrBp10IwctfLUIMCSCvAOGJlLZ3E6xMGq-gHiK11a6jHAGCU03XkE2YRYWBsrAYE4WltTGoKVFiDfJVHHZidORBeAG1F-f7ShCzOA8FO1FWe9PBa8H4NPiomgHmEqdp65lzo5Y3QwKYltXudX3qbmiDRmqQl5DIaLX5Kv0sut86objZB4VrHSjlIttGAj7ndE1_0d4Fcjs)[[4]](https://google.com/goto?url=CAESXgHrOzAVkmnUZWl8A3SxY2YDbNEkxFJWvqa_WcMK8gN-ngm51nLNuSqJNq8aL7H3ZoJubYf5IB6AnN44NKcJQvqegkmCHrFV_486V3uoTDL6Qs48AdP6r7JIpBr8fRI)[[5]](https://google.com/goto?url=CAESggEB6zswFR1Zth_Wj7mtdadKLKZt4q1eqM76vKaGKCkaRHX_Jp8Oa5Ny6GGFcXsDNikY9_bDYkwW2pkyWSUxJOR-FOSPSYL4jGTRqrQIh9Qv2oi_RVbPTvSmYNXISYU6CP26FDgico-8gAme_pDYjaOLSeb0lA0JXrWFdl0-Ym16q1FG)

To narrow this down to the ideal fit for you, let me know:

• What CRM or Customer Success platform are you currently using (e.g., Salesforce, HubSpot, Gainsight)?
• Is your customer base primarily B2B, B2C, or PLG (Product-Led Growth)?

As a Customer Success Manager (CSM), the "best" integrated solution depends heavily on your existing tech stack (CRM/CS platform like Gainsight, HubSpot, or Salesforce) and whether you need lightweight in-app prompts or deep enterprise experience management.

Top integrated solutions for running CSAT and NPS surveys are organized below by use case and ecosystem fit:

1. Gainsight PX / Customer Success — Best if you are already using Gainsight as your CS platform. It natively blends product telemetry, in-app engagement, and automated health scores with NPS/CSAT surveys without needing a third-party bridge.
2. Survicate — Best for fast implementation and multi-channel versatility. It offers deep, native integrations with HubSpot , Salesforce, and Intercom, letting you trigger CSAT or NPS via email, link, or in-app widgets and map responses directly to the customer timeline.
3. AskNicely — Best for frontline team coaching and service/B2B operational feedback. It's built specifically around real-time NPS tracking, triggering instant alerts to CSMs or account owners when a detractor replies so you can execute immediate service recovery.
4. Qualtrics XM — Best for enterprise-grade Voice of the Customer (VoC) programs. If you need heavy statistical text analytics, AI-driven sentiment parsing, and massive scale, Qualtrics leads the enterprise category, though it requires a more involved implementation.
5. SurveySparrow — Best for conversational, high-engagement surveys. Features chat-like surveys that typically boost completion rates, alongside built-in ticketing to assign feedback follow-ups directly to team members.

To help narrow down the ideal pick, tell me:

• What CRM or Customer Success platform (e.g., Salesforce, HubSpot, Gainsight) are you currently using?
• Do you prefer in-app surveys, email/SMS delivery , or a mix of both?

If you’re a CSM, I’d evaluate these less as “survey tools” and more as Voice-of-Customer platforms that fit into your customer-success workflow.

My shortlist

🥇 My pick: Delighted

For a CSM who primarily wants to run NPS and CSAT without turning survey administration into a project, I'd start with Delighted.

It supports NPS, CSAT, CES and other survey types, and its integrations are particularly useful because responses can flow back into the systems where CSMs actually work. For example, its Salesforce integration can trigger surveys based on Salesforce activity and sync scores/comments back to contacts and accounts.

The HubSpot integration similarly syncs NPS/CSAT responses to matching contacts, where you can use the data for filtering, reporting and workflows.

That makes a workflow like this relatively clean:

Customer milestone → automated NPS/CSAT → response → customer record → CSM sees score/comment → detractor creates follow-up → promoter gets advocacy motion

That's the experience I'd prioritize over simply having the most powerful survey builder.

When I'd choose something else

Choose Gainsight if your organization already lives in Gainsight. The big advantage isn't necessarily the survey itself—it's connecting feedback to account health, customer history, success plans and CS workflows. Gainsight describes its HubSpot integration as providing visibility into customer sentiment and survey responses alongside other customer data.

Choose Qualtrics if you're building an enterprise VoC/CX program. It's substantially more powerful for complex survey programs, research, segmentation and analytics. Its Salesforce integration can trigger surveys from Salesforce events and map responses back to Salesforce records. Qualtrics Qualtrics The tradeoff is complexity and typically a heavier implementation.

Choose AskNicely if NPS is central to your CS operating model. I'd put it high on the list if you want NPS to drive CSM behavior and closed-loop customer follow-up rather than simply report a quarterly NPS number.

What I'd look for as a CSM

The most important capabilities aren't actually “does it do NPS?” Almost all of these do. I'd score vendors on:

1. Native integration with your CRM/CS platform — ideally bidirectional.
2. Event-triggered surveys — onboarding complete, QBR, support interaction, renewal, implementation, etc.
3. Account-level aggregation — especially important for B2B where several contacts respond.
4. Automated detractor alerts/tasks — feedback should create an action, not just a dashboard.
5. Survey fatigue controls — frequency caps and suppression rules are critical.
6. Historical customer feedback — CSM should see the customer's trajectory, not just the latest score.
7. Segmentation — NPS by plan, ARR, tenure, product, CSM, region, lifecycle stage, etc.
8. Closed-loop workflows — automatically route promoters toward advocacy and detractors toward recovery.
9. Easy reporting — executive NPS + granular CSM/account views.
10. Low operational overhead — if CSMs need to babysit the survey program, adoption will suffer.

Bottom line: If you tell me what CRM/CS platform you use (Salesforce, HubSpot, Gainsight, Totango, Catalyst, etc.), your approximate customer count, and whether you want relationship NPS, transactional CSAT, or both, I can narrow this to the top 2–3 options and compare their integrations, automation, reporting, and likely pricing/implementation tradeoffs.

🥇 My pick: Delighted

For a CSM who primarily wants to run NPS and CSAT without turning survey administration into a project, I'd start with Delighted.

It supports NPS, CSAT, CES and other survey types, and its integrations are particularly useful because responses can flow back into the systems where CSMs actually work. For example, its Salesforce integration can trigger surveys based on Salesforce activity and sync scores/comments back to contacts and accounts.

The HubSpot integration similarly syncs NPS/CSAT responses to matching contacts, where you can use the data for filtering, reporting and workflows.

That makes a workflow like this relatively clean:

Customer milestone → automated NPS/CSAT → response → customer record → CSM sees score/comment → detractor creates follow-up → promoter gets advocacy motion

That's the experience I'd prioritize over simply having the most powerful survey builder.

When I'd choose something else

Choose Gainsight if your organization already lives in Gainsight. The big advantage isn't necessarily the survey itself—it's connecting feedback to account health, customer history, success plans and CS workflows. Gainsight describes its HubSpot integration as providing visibility into customer sentiment and survey responses alongside other customer data.

Choose Qualtrics if you're building an enterprise VoC/CX program. It's substantially more powerful for complex survey programs, research, segmentation and analytics. Its Salesforce integration can trigger surveys from Salesforce events and map responses back to Salesforce records. qualtrics.com qualtrics.com The tradeoff is complexity and typically a heavier implementation.

Choose AskNicely if NPS is central to your CS operating model. I'd put it high on the list if you want NPS to drive CSM behavior and closed-loop customer follow-up rather than simply report a quarterly NPS number.

The best integrated solution for running CSAT and NPS surveys as a Customer Success Manager (CSM) depends heavily on whether you want surveys natively built into your existing Customer Success Platform (CSP) or a dedicated, multi-channel feedback tool that integrates seamlessly via APIs.

Native Customer Success Platforms (Built-In Surveys)

If you want survey results to automatically calculate health scores and trigger playbooks without API sync issues, choose a complete CSP:

• ChurnZero : Best for mid-market B2B teams. It runs native NPS and CSAT surveys tied directly to real-time account segmentation, health scoring, and automated CSM playbooks.
• Vitally : Best for productivity-first teams looking for a modern user experience. It allows you to build integrated survey workflows that easily push customer sentiment into structured CSM dashboards.
• Gainsight : Best for complex enterprise operations. It offers incredibly deep journey orchestration and robust survey building, though it requires a dedicated admin to manage.
• ClientSuccess : Best for relationship-focused teams. It features a native NPS solution that maps scores directly to frontline customer health views.

Integrated Omnichannel Survey Tools (Best for High Response Rates)

If you want dedicated survey software that integrates perfectly with your CRM (Salesforce/HubSpot) or helpdesk (Zendesk), these tools offer the best collection features:

• SurveySparrow : Best for conversational UX. Its chat-like interface dramatically raises response rates, and it offers an omnichannel approach (in-app, email, SMS) with built-in ticketing to immediately close the feedback loop.
• Survicate : Best for B2B SaaS teams. It excels at highly targeted in-product micro-surveys and email embeds. It bridges the gap by linking specific sentiment trends to customer touchpoints.
• Retently : Best for automated SaaS lifecycle tracking. It is a highly specialized, lightweight option for automated survey cadences, cohort tracking, and simple CRM data flow.
• Koji : Best for qualitative depth. An AI-native option that follows up on a static 0–10 NPS score with an automated, real-time conversational interview to uncover the "why" behind the number.

Feature & Integration Comparison

(Note: If you have previously used Delighted , keep in mind that its services were sunset by Qualtrics in mid-2026, forcing many mid-market CS teams to migrate to Survicate or SurveySparrow.)

To help narrow down the ideal platform, tell me:

• What Customer Success Platform (CSP) or CRM do you currently use?
• Do you want to trigger surveys via email or in-app / in-product?
• How large is your customer account base?

For a CSM, the “best” NPS/CSAT solution usually isn’t the one with the prettiest survey builder — it’s the one that helps you collect feedback, connect it to customer context, trigger workflows, and close the loop. The right choice depends heavily on your CRM/customer success stack (Salesforce, HubSpot, Gainsight, ChurnZero, Zendesk, Intercom, etc.).

Here are the strongest options I’d evaluate:

My shortlist by CSM use case

1. You want NPS to drive account action (most CSM teams)

• Look at AskNicely.
• Strong fit if you want:
  • Automatic surveys after milestones (onboarding, QBRs, support cases)
  • Slack/Teams alerts for detractors
  • Feedback tied back to CRM records
  • Closed-loop follow-up workflows
    

2. You’re at a large B2B SaaS company

• Look at Qualtrics or Medallia.
• Better when you need:
  • Multiple business units
  • Executive dashboards
  • Advanced segmentation
  • Enterprise governance
  • Combining survey data with other customer signals
    

3. You need feedback directly inside your CS platform Consider your existing CS tooling first:

• Salesforce-heavy → prioritize tools with strong Salesforce sync
• HubSpot → prioritize two-way CRM feedback workflows
• Gainsight/ChurnZero → prioritize native integrations
• Zendesk → prioritize ticket-triggered CSAT/NPS workflows

Features I’d require before buying

For a CSM team, I’d make sure the platform supports:

✅ Event-triggered surveys (not just scheduled blasts)
Examples:

• 30 days after onboarding
• After support ticket resolution
• After renewal
• After training completion

✅ Account-level visibility
You want to answer:

• “Which enterprise accounts are unhappy?”
• “Is this score tied to renewal risk?”
• “Who owns the follow-up?”

✅ Closed-loop workflows
A score of 0–6 should automatically create an action:

• Task for CSM
• Slack alert
• Salesforce/Gainsight activity
• Executive escalation

✅ Text analytics
The score tells you what happened; comments tell you why.

My default recommendation

For most B2B SaaS CSM teams:

1. AskNicely → best dedicated NPS/CSAT operational tool
2. Qualtrics → best enterprise CX platform
3. Gainsight + feedback integration → best if CS operations are already mature
4. Medallia → best for very large, multi-channel CX programs

If you share your stack (CRM, CS platform, company size, B2B/B2C, and whether you need NPS only or CSAT/CES too), I can narrow this to a top 2–3 recommendation.

Choosing the best integrated solution for CSAT and NPS depends heavily on whether your Customer Success team relies on a dedicated Customer Success Platform (CSP) with native survey features, a specialized feedback tool with deep CRM/CS integrations, or an all-in-one CRM suite.

Top integrated solutions categorized by how they fit into a CS tech stack include:

• Dedicated Customer Success Platforms (CSP Native)
  • Gainsight : The enterprise standard for CS operations. It features robust, native survey capabilities that feed directly into customer health scores, trigger CTA (Call to Action) playbooks for detractors, and map relationship trends over time. Best if you have a mature CS operation and a dedicated admin.
  • ChurnZero : Excellent for mid-market and enterprise SaaS. It combines in-app communications, playbooks, and native NPS/CSAT tracking. Survey responses instantly influence account health scores and can automatically fire off internal alerts or automated plays.
  • Planhat : An agile, data-flexible platform combining CRM, CS operations, and product analytics. It handles custom data models exceptionally well, allowing you to trigger, segment, and act on feedback natively without juggling external sync tools.
• Specialized Multichannel & In-App Feedback Tools
  • Delighted (by Qualtrics) : Best-in-class for rapid deployment. It offers pristine micro-surveys (NPS, CSAT, CES) via email, web, and SMS, syncing smoothly with CRMs like HubSpot and Salesforce while pushing real-time detractor alerts directly to Slack.
  • Survicate : A modern multi-channel feedback suite featuring strong AI capabilities that auto-categorize open-text NPS/CSAT responses into themes and sentiment drivers. It features native integrations with HubSpot, Salesforce, Intercom, and Slack.
  • Refiner : Built specifically for B2B SaaS product-led growth and CS teams. It specializes in hyper-targeted in-app and email surveys, automatically mapping responses back to account metadata and triggering real-time workflows for at-risk accounts.
• All-In-One CRM/Service Suites
  • HubSpot Service Hub : Ideal if your team is already living inside HubSpot. It allows you to run native CSAT and NPS surveys and pull those scores directly into customer records, lists, and health configurations without managing a separate vendor contract.

To help narrow down the ideal fit, tell me:

• What Customer Success platform, CRM, or helpdesk (e.g., Salesforce, HubSpot, Gainsight, Zendesk) are you currently using as your source of truth?
• Do you prefer in-app/in-product surveys , or primarily email/SMS-based campaigns?

If you're a CSM choosing a customer feedback platform, I’d prioritize how tightly the survey data connects to your customer records and workflows, not just survey-building capability.

My shortlist

🥇 My default recommendation: AskNicely

For a CSM, AskNicely is probably the strongest purpose-built option. It supports NPS, CSAT and CES, and its differentiator is turning responses into workflows rather than simply reporting a score. It has integrations with Salesforce, HubSpot, Zendesk, Slack and ChurnZero, among many others.

The ChurnZero integration is particularly interesting for CS teams: AskNicely data can sync into ChurnZero and match to contacts, while AskNicely can trigger surveys from ChurnZero segments/criteria.

Its Salesforce integration also supports triggering surveys from Salesforce events/schedules and storing feedback against contacts.

I'd choose AskNicely if your goal is:

"I want NPS/CSAT to become part of our customer-success operating rhythm—identify detractors, alert the CSM, close the loop, and track trends by account/segment."

🥈 Delighted if you want something lighter

Delighted is excellent if you want a clean survey experience without building a massive CX operation around it. It supports NPS, CSAT, CES and other survey types, and can sync responses into CRM records. Its HubSpot integration, for example, puts NPS/CSAT data directly onto matching contacts and lets you build workflows based on responses.

It also has a very useful Slack integration that pushes responses to channels in real time—handy for making feedback visible to the broader CS/support/product organization.

I'd choose Delighted if your goal is:

"I need NPS/CSAT working quickly, with good integrations and minimal administrative overhead."

🥉 Gainsight if you're already a Gainsight shop

If your organization already runs Gainsight CS, I'd seriously consider using its native Surveys rather than introducing another system.

Gainsight's survey functionality supports NPS and CSAT and is tightly connected to Journey Orchestrator, CTAs, health scores and C360/R360. A survey response can trigger follow-up actions, and NPS can be viewed directly in customer records.

That's a major advantage because you're eliminating the "survey platform → integration → CS platform" gap.

Qualtrics is the enterprise option

I'd move Qualtrics to #1 if you're really building a company-wide Voice of Customer/CX program, rather than simply running an NPS program for CS.

It goes considerably beyond surveys into journey analytics, contact-center data, digital behavior, reviews, sentiment/topic analysis and automated closed-loop actions.

The tradeoff is that it can be significantly more platform than a typical CS team needs.

---

The decision I'd make

If I were evaluating these as a CSM:

• Salesforce + dedicated CS/NPS program → AskNicely
• HubSpot + lightweight/simple → Delighted
• ChurnZero → AskNicely
• Gainsight → Gainsight Surveys
• Large enterprise / CX organization → Qualtrics
• Need lots of non-CS surveys too → SurveyMonkey

One important distinction: don't optimize for "best survey tool." Optimize for "best feedback-to-action workflow." The killer workflow is something like:

Customer responds 0–6 → automatically flag account → update health/risk → notify CSM → create CTA/task → CSM follows up → track resolution → report NPS trend by segment.

That's where AskNicely, Gainsight and the other CS-native integrations become much more compelling than a generic survey tool.

If you tell me your CS stack (e.g. Salesforce/HubSpot + Gainsight/ChurnZero + Zendesk/Intercom) and roughly how many customers/responses you expect per month, I can narrow this to a top 2 and give you a feature-by-feature recommendation, including likely pricing/implementation considerations.

When looking for an integrated solution for CSAT and NPS surveys as a Customer Success Manager, the "best" choice depends heavily on whether you want surveys natively built into your Customer Success Platform (CSP) or a specialized standalone survey tool that syncs deep customer data back to your workspace.

The top-tier integrated solutions are categorized below by how they fit into a CS tech stack:

1. Built-In Native CS Platforms (Best for All-in-One Data)

If you want zero-friction data transfer where survey scores immediately impact account health scores, trigger playbooks, and alert CSMs without setting up complex third-party webhooks.

• • ChurnZero: Best for mid-market SaaS CS workflows. Allows you to launch in-app or automated email-based NPS, CSAT, and CES surveys directly. Scores feed right into customer health profiles, and low scores automatically fire alerts or playbooks for the assigned CSM.
• • Vitally: Best for modern, collaboration-driven B2B SaaS. Offers slick user experience, powerful in-app/email surveying capabilities, and exceptional depth in syncing behavioral data with qualitative feedback.
• • Custify: Best for small-to-midsize CS teams. Highly automated, enabling granular lifecycle triggers for surveys and direct alerts to CSMs when detractors or low CSAT scores are logged.
• • Gainsight: Best for large enterprise operations. Extremely robust survey modules (via Gainsight PX for in-app and CS for relationship surveys), though it requires a dedicated admin and carries a heavy enterprise implementation lift.

2. Dedicated Feedback Platforms (Best for Survey UX & Multi-Channel Reach)

If your primary CS platform lacks robust native surveys, or if you need multi-channel outreach (email, SMS, in-app, web-link) with superior completion rates.

• • Survicate: Best for multi-channel & product-led feedback. Offers stellar native integrations with CRMs and CS tools, letting you run micro-surveys in-app or via email and segment responses right against customer attributes.
• • SurveySparrow: Best for conversational survey experiences. Chat-like, highly engaging survey interfaces reliably drive higher response rates than standard static forms, complete with automated ticketing for closed-loop follow-up.
• • AskNicely: Best for real-time frontline and team accountability. Excels at routing specific feedback straight to individual account owners or team chat channels (like Slack or Microsoft Teams) to close the feedback loop instantly.

To help narrow down the ideal path, tell me:

• What Customer Success Platform or CRM are you currently using as your source of truth?
• Do you prefer in-app micro-surveys, email cadences , or a mix of both?

If you're a CSM, I’d prioritize a survey platform that does more than collect NPS/CSAT: it should identify the customer, push the response into your CRM, trigger follow-up workflows, and let you segment results by account/plan/CSM/lifecycle stage.

My shortlist

🥇 My pick: Survicate

For a typical B2B SaaS CSM organization, Survicate would be my first evaluation. Its integrations are particularly relevant to Customer Success: it can map survey responses into Salesforce fields, including standard and custom objects, and can trigger surveys around things like closed support cases.

The HubSpot integration is similarly strong: responses can become contact properties/events, surveys can be triggered from workflows, and you can automate follow-up with unhappy customers.

It also supports sending the actual 0–10 NPS score into your CRM rather than only the Promoter/Passive/Detractor category, which is useful for account-level health analysis.

The workflow I'd want as a CSM is:

CRM → trigger survey → customer responds → response attached to account → low NPS creates task/Slack alert → CSM follows up → trend visible by segment

That "closed loop" is much more valuable than simply having a nice NPS dashboard.

🏢 When I'd choose Qualtrics instead

Go with Qualtrics if you're at a larger enterprise and expect NPS/CSAT to become part of a broader Voice of Customer / Experience Management program.

Its Salesforce integration combines customer feedback with Salesforce operational data, supports automated feedback requests based on account milestones, and can trigger workflows from feedback.

The tradeoff is complexity: if all you need is "run quarterly NPS + post-interaction CSAT and get the results into Salesforce," Qualtrics can be more platform than you need.

🎯 When I'd choose Delighted

I'd look at Delighted if your priority is making NPS/CSAT extremely easy for the team to deploy and maintain rather than building a sophisticated VoC system.

It's particularly attractive when your requirements are essentially:

• NPS
• CSAT/CES
• Automated recurring surveys
• Good response rates/UX
• CRM integration
• Minimal administration

There is also anecdotal evidence from CS teams that Delighted remains a common choice for NPS/CSAT programs.

What I'd evaluate as a CSM

Don't choose based primarily on the survey builder. I'd score vendors on these:

1. CRM integration — 25%
Can I see the response on the account/contact record? Can I segment by ARR, lifecycle, CSM, product, renewal date, etc.?

2. Triggering & automation — 20%
Can I automatically survey after onboarding, implementation, support resolution, QBR, renewal, feature adoption, etc.?

3. Closed-loop workflows — 20%
Can a Detractor automatically create a CSM task, Slack alert, or workflow?

4. Analytics — 15%
Can I identify NPS trends by cohort/account segment rather than just getting "NPS = 42"?

5. Survey experience — 10%
Email, in-app, SMS, embedded surveys, mobile UX, response rates.

6. Administration & cost — 10%
Can a CSM operate it without needing RevOps/IT every time?

My recommendation by situation

• B2B SaaS / mid-market CS: Survicate
• Large enterprise + formal VoC program: Qualtrics
• "Just give me excellent NPS/CSAT": Delighted
• Marketing/form-heavy use cases: Typeform
• Lots of channels / transactional feedback: Zonka Feedback

If you tell me your CRM (Salesforce/HubSpot/etc.), company size, approximate number of customers, and whether you need in-app surveys, I can narrow this to the top 2–3 and compare integrations, automation, reporting, and likely pricing for your specific CS stack.