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Top 6 Customer Feedback & Experience Platforms For Customer-Centric Growth and Development


Discover 6 of the best customer feedback and experience management platforms to build customer loyalty and boost experiences in FinTech

What platform(s) are you using to collect and manage your customer feedback and experiences?

The financial sector is currently experiencing a huge wave of customers moving away from traditional baking and services and experimenting with innovative solutions, mainly because the status quo is failing to meet their needs.

As we’ve shown before, doing customer interviews and using data to boost loyalty, as well as customer journey mapping, doing customer feedback analysis and using customer data analytics is vital to staying at the top of your game in FinTech.

A key part of getting and staying ahead is being more customer-centric – here are 6 customer feedback and experience platforms to help you do just that…

Why Focus on Customer Feedback and Experience?

FinTech today is super competitive, and banks have shown that losing touch with your customers is the fastest way to fall behind – that’s why customer satisfaction and loyalty are paramount in this industry. 

Customer feedback and experience platforms provide critical insights that enable companies to understand their customers' needs, preferences, and pain points. By leveraging these insights, FinTech companies can improve their products and services, enhance customer satisfaction, and foster long-term loyalty. 

Moreover, in a sector where trust is essential, consistently positive customer experiences can significantly boost a company's reputation and competitive edge.

Key Features of a Customer Feedback and Experience Platform

  1. Real-Time Feedback: The ability to gather customer feedback instantly across multiple touchpoints ensures that companies can respond quickly to issues and capitalise on positive experiences.

  2. Advanced Analytics: Detailed analytical tools help in interpreting feedback data, identifying trends, and gaining actionable insights - learn how to hyper-personalise and drive engagement with full customer data analytics.

  3. Sentiment Analysis: Understanding the emotional tone of customer feedback allows companies to gauge customer satisfaction and sentiment accurately.

  4. Integration Capabilities: Seamless integration with existing systems such as CRM, marketing automation, and customer support tools enhances data consistency and operational efficiency.

  5. Customisable Dashboards and Reports: Tailored dashboards and reports enable companies to focus on the most relevant metrics and make data-driven decisions.

  6. Multi-Channel Feedback Collection: Collecting feedback from various channels, including social media, emails, and surveys, provides a comprehensive view of the customer experience.

6 Customer Feedback and Experience Platforms


Starting Price

Top Features

What is it Best For?


Custom pricing

Real-time feedback collection, Advanced analytics, Sentiment analysis, Seamless integration with CRM and other systems, Customizable dashboards

FinTech companies needing comprehensive experience management and in-depth analytics


$1,500 (R28k) per year

Flexible survey tools, Advanced analytics, Real-time feedback, Integration with various systems, Scalable solutions

FinTechs looking for a versatile and scalable feedback solution


Custom pricing

Text analytics, Sentiment analysis, Large data volume handling, Customizable reporting, Integration with CRM systems

FinTechs needing deep insights into customer feedback through text and sentiment analysis


$249 (R4.700) per seat/month (Basic Service), Custom pricing (Full Insights package)

Social listening, Real-time feedback, Unified customer experience management, Advanced analytics, Multi-channel integration

FinTechs managing customer interactions across multiple channels and social media


Custom pricing (~£1,000 [R24k] /month)

AI-driven insights, Real-time feedback, Automated analysis, Sentiment analysis, Integration with existing systems

FinTechs automating feedback analysis and quickly addressing customer issues


$19 (R358) per agent/month

Multi-channel feedback collection, Advanced analytics, Customer support features, Real-time feedback, Integration with CRM

FinTechs combining customer support with feedback and experience management



Medallia stands out for its comprehensive experience management capabilities. It excels in real-time feedback collection, advanced analytics, and sentiment analysis, making it an ideal choice for FinTech companies seeking to deeply understand their customers. 

The platform's seamless integration with many common CRM systems can help ensure that all customer interactions are captured and analysed, providing a holistic view of the customer journey. 

Medallia also features customisable dashboards that allow businesses to focus on specific metrics relevant to their operations, helping them make informed, data-driven decisions to enhance customer satisfaction and loyalty.


Qualtrics is renowned for its flexible survey tools and advanced analytics. Its real-time feedback capabilities and scalable solutions make it a versatile platform suitable for FinTech companies of all sizes. 

Qualtrics' integration with various systems ensures that customer feedback is consistently captured across all touchpoints. The platform's user-friendly interface and powerful survey tools enable FinTechs to design and deploy surveys that gather meaningful insights, helping them to continuously improve their products and services based on customer feedback.


Clarabridge specializes in text analytics and sentiment analysis, offering deep insights into customer feedback. It is particularly beneficial for FinTech companies that handle large volumes of customer interactions, such as emails, social media comments, and support tickets. Clarabridge's ability to analyze unstructured data provides a nuanced understanding of customer sentiments and pain points. This platform's comprehensive reporting and integration capabilities allow FinTechs to make data-driven decisions that enhance customer experience and satisfaction.


Sprinklr offers a unified customer experience management solution, integrating social listening, real-time feedback, and advanced analytics. It is designed to help FinTech companies manage customer interactions across multiple channels, including social media. Sprinklr's ability to provide a holistic view of customer interactions ensures that FinTechs can respond promptly to customer needs and improve overall satisfaction. 

The platform's advanced analytics tools enable businesses to identify trends and insights that can drive strategic decisions and improve customer engagement.


SentiSum leverages AI and machine learning to provide real-time insights into customer feedback. This platform is ideal for FinTech companies looking to automate the feedback analysis process and quickly address customer issues. 

SentiSum's AI-driven insights help identify key themes and sentiment trends, enabling businesses to act on feedback efficiently. Its integration with existing systems ensures that all customer feedback is analysed in context, providing actionable insights that can enhance customer experience and loyalty.


Possibly the best-known on this list, Zendesk combines customer support with feedback and experience management, offering a comprehensive solution for FinTech companies. It supports multi-channel feedback collection and provides advanced analytics to improve customer satisfaction. 

Its real-time feedback capabilities and integration with CRM systems ensure that customer issues are addressed promptly and effectively. This platform's robust customer support features, combined with its feedback management tools, make it an excellent choice for FinTechs aiming to provide exceptional customer service and experience.

Choosing the Right Platform for You

Selecting the right customer feedback and experience platform depends on your specific needs and goals. For FinTech companies, it is essential to consider factors such as the size of your business, the volume of customer interactions, and the level of analytics required. 

Evaluate each platform's integration capabilities, ease of use, and support options to find the best fit for your organisation. 

Need help deciding on a platform?

Ask our FinTech consultants about leveraging customer insights to enhance satisfaction, foster loyalty, and drive customer-centric growth and development.

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