Customer feedback software should make your job easier. That’s the whole point: less manual work, faster insights, and smarter decisions. But as many CX teams have learned, not every platform delivers that promise.
To better understand what teams truly want from their feedback tools, we analyzed results from our recent Brand Tracker survey and our October 2025 Alchemer Benchmark Study. The data uncovered what buyers prioritize, what pushes them to switch vendors, and what holds them back when a tool no longer fits.
If there’s one big takeaway, it’s that people want software that helps them act on feedback, not get stuck in it.
Let’s take a closer look at what matters most and what CX leaders should keep in mind as they evaluate their options.
What matters most when choosing feedback or CX software?
Across hundreds of responses, three themes rose to the top: simplicity, speed, and trust.
1. Ease of use is everything
When it comes to choosing a feedback or customer experience (CX) platform, ease of use is the top priority. In our Brand Tracker survey, 60% of respondents said it’s extremely important. And we get it—because if a platform is clunky or confusing, people won’t use it.
That’s why we designed Alchemer to be as intuitive as it is powerful. In fact, 68% of customers say Alchemer is easier to use than other platforms they’ve tried. Even better? 7 in 10 rated our design and customization tools as better than their previous solution (Alchemer Benchmark Study, October 2025).
An intuitive platform means teams can get involved faster, surveys launch quicker, and insights flow seamlessly across departments. That’s what drives adoption—and long-term success.
2. Implementation should be seamless
A great platform is only great if teams can start using it—fast. That’s why 60% of respondents in our Brand Tracker survey said ease of implementation is a top priority.
The first 90 days are make-or-break. A smooth launch builds momentum and trust across teams. A messy rollout? It slows everything down and makes it harder to prove value.
At Alchemer, we make implementation feel effortless. According to our October 2025 Benchmark Study, 84% of new customers were fully onboarded in under two weeks. That’s not just fast—it’s empowering. Because when teams can move quickly, feedback turns into action, and insights turn into results.
3. Customer support matters
Customer support is a key ingredient to success.
That’s why 57% of respondents in our Brand Tracker survey said strong customer service is extremely important when choosing a feedback platform.
And they’re right. Great onboarding shouldn’t feel like a long project plan with too many meetings and too few answers. It should feel like a launch pad. When support is responsive and onboarding is clear, teams build confidence fast—and start seeing value even faster.
Customer feedback programs often power critical initiatives like Net Promoter Score (NPS), customer retention, and product development. So when teams need help, they can’t afford to wait. Helpful, human support keeps momentum moving—and proves your platform partner is just that: a partner.
Why do customers switch feedback or CX software?
Even the best tool can fall short over time. Budgets shift, priorities change, and expectations evolve. What worked last year might not meet today’s needs. Here are the top reasons customers consider moving to a new platform:
1. Cost becomes a dealbreaker
Another 45% said a hard-to-use platform would push them to switch.
If teams are stuck troubleshooting instead of collecting insights, progress slows to a crawl. Complex tools create barriers to adoption and bog down programs that depend on speed and collaboration. Feedback software should make things easier, not harder.
2. Complicated tools cause friction
More than 45% of respondents from our Brand Tracker Survey said a hard-to-use platform would most likely push them to switch.
When teams spend more time figuring out the tool than acting on customer feedback, frustration grows quickly. Complicated workflows limit adoption and create bottlenecks in programs that depend on speed. Feedback tools should enable action, not create more roadblocks.
3. Poor support erodes trust
And 39% pointed to poor customer support as a top reason for leaving.
Fast, helpful support is what keeps programs running smoothly. When issues go unresolved or teams can’t get answers, trust in the tool—and the data—starts to fade. Customers want partners who show up, follow through, and help them succeed.
What keeps teams from switching (even when they want to)?
Not every frustrated customer makes a change. There are several reasons that hold organizations back and why they might stay with a platform longer.
- Fear of migration and disruption: Many teams fear a long and disruptive transition. They believe switching tools will take months or create downtime for critical programs. The fear of disruption alone can cause leaders to freeze on needed changes.
- Lack of internal resources or bandwidth: Small teams often assume they do not have the bandwidth to onboard a new platform. They worry the change will slow down existing initiatives.
- Concerns about data migration: Historical data, reporting logic, and live survey programs all feel risky to migrate. Leaders hesitate when they are unsure how much work it will take to reconfigure everything.
These concerns are completely understandable—but the good news? These challenges are more manageable than they seem, especially with the right vendor. Modern platforms with prebuilt integrations, white-glove onboarding, and expert support can make the switch smoother than expected.
What does this mean for CX leaders?
The feedback is loud and clear. CX teams want software that’s easy to use, quick to implement, and backed by real support. They want tools that help them act faster, not ones that slow them down with complexity or hidden costs.
Here’s what successful buyers consistently value:
- An intuitive experience teams can adopt quickly
- A supported rollout that builds early momentum
- Responsive, helpful support
- Pricing that aligns with business value
And here’s what they won’t tolerate:
- Friction that delays insights
- Long onboarding cycles
- Support that feels slow or transactional
- Costs that outweigh results
The right platform helps you act faster, share insights more easily, and create real impact across the business. When feedback flows freely, teams can do more with it and move the needle where it matters.
The bottom line: Switching platforms might feel daunting, but staying stuck with the wrong one is costlier. If your current tool is slowing you down, it might be time to find one built for the pace and pressure of modern CX.
Want a platform that makes listening and acting easier? Talk to sales today.