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

If you’re a CSM, I’d evaluate this less as “which survey tool has the nicest NPS form?” and more as which platform closes the loop between feedback → customer/account context → CSM action.

A practical shortlist:

• qualtrics.com — strongest fit if you want a broader Voice-of-Customer program. It supports NPS/CSAT alongside open-text analysis and workflows that can create tickets in systems such as Salesforce, Zendesk, and ServiceNow. Qualtrics has also folded Delighted into its customer-feedback offering.Qualtrics
• surveymonkey.com — particularly compelling if Salesforce is your system of record. It can trigger CSAT/NPS surveys from Salesforce events, map responses back to standard or custom Salesforce objects, and expose NPS/CSAT/CES inside Salesforce.SurveyMonkey+2
• medallia.com — worth considering for a larger enterprise VoC program spanning many channels and organizational teams.
• asknicely.com — worth investigating if your primary use case is NPS + closed-loop customer follow-up, rather than a broad enterprise survey platform.
• customergauge.com — another NPS-focused option when you want feedback tied closely to customer/account management.

What I'd prioritize as a CSM

One important distinction: “Salesforce integration” can mean very different things. GetFeedback, for example, supports mapping survey responses to standard and custom Salesforce objects and can automate surveys based on Salesforce events. SurveyMonkey SurveyMonkey Its Salesforce workflows can also trigger CSAT after a case closes and send follow-up actions such as Salesforce tasks or Slack messages.SurveyMonkey+1

So if you tell me your CRM (Salesforce/HubSpot/etc.), customer-success platform (Gainsight/ChurnZero/etc.), company size, and whether your priority is NPS, CSAT, or both, I can narrow this to a 2–3 product comparison focused specifically on the CSM workflow rather than generic survey-software features.

If you’re a CSM looking for an integrated NPS + CSAT solution, I’d narrow the market to a few categories rather than looking at generic survey software.

My shortlist

A particularly important distinction is “integration” vs. “survey integration.” Some products simply push an NPS score into Salesforce; others can bring account/customer context into the feedback platform and trigger workflows back into your CRM/CS system.Enterpret+1

For a CSM, I'd look hardest at AskNicely

AskNicely is particularly oriented toward the closed-loop CS workflow: collect NPS/CSAT → identify detractors → notify the responsible team → follow up → track the response.

Its current integration catalog includes Salesforce, HubSpot, Intercom, Zendesk, Microsoft Dynamics, Slack and others, with Salesforce available as a premium integration.AskNicely

Its Salesforce integration can trigger NPS surveys based on events/schedules and lets teams segment NPS by things such as account, region, and other attributes, while using existing Salesforce workflows for follow-up.AskNicely

That makes it attractive if your question is:

“How do I turn NPS/CSAT into something my CSM team actually acts on?”

Qualtrics is the other major option

Qualtrics makes more sense if you're building a broader Voice of Customer / CX program, rather than simply giving CSMs an NPS tool.

Its Salesforce integration can combine customer feedback with Salesforce data, trigger surveys from Salesforce events, and map individual responses back to Salesforce records.Qualtrics+1

It's considerably more capable for complex survey programs, multiple research methodologies, and enterprise analytics—but that also means more implementation and administration.

One important 2026 consideration

I would not start a new evaluation with Delighted. Qualtrics acquired it, and current industry sources report that the product was sunset in 2026.Genroe+1

What I'd evaluate as a CSM

Don't just compare NPS survey templates. I'd score each vendor against these workflows:

1. Targeting — Can I automatically survey customers based on onboarding completion, renewal, support interaction, product usage, etc.?
2. Account context — Does the response automatically attach to the correct account/contact/CSM?
3. Closed loop — Can a detractor automatically create an action/task for the responsible CSM?
4. Segmentation — Can I compare NPS/CSAT by ARR, segment, product, CSM, lifecycle stage, geography, etc.?
5. Multiple surveys — NPS + CSAT + CES + relationship/transactional surveys without creating separate systems.
6. Open-text analysis — Can you actually understand why customers gave the score?
7. CRM/CS integration depth — Is it a genuine two-way workflow or just exporting a score?
8. Survey fatigue controls — Critical if you're sending multiple lifecycle surveys.
9. Executive reporting — Trends, cohorts, response rates, verbatim feedback and drivers.
10. Ease of ownership — Can a CSM/CS Ops person administer it without involving engineering?

The biggest question for your situation

If you tell me what your current stack is—especially CRM (Salesforce/HubSpot), CS platform (Gainsight/ChurnZero/Vitally/etc.), support platform, approximate customer count, and whether you want NPS only or NPS + CSAT/CES—I can narrow this to 2–3 platforms and give you a detailed feature/integration comparison.

AskNicely is particularly oriented toward the closed-loop CS workflow: collect NPS/CSAT → identify detractors → notify the responsible team → follow up → track the response.

Its current integration catalog includes Salesforce, HubSpot, Intercom, Zendesk, Microsoft Dynamics, Slack and others, with Salesforce available as a premium integration.AskNicely

Its Salesforce integration can trigger NPS surveys based on events/schedules and lets teams segment NPS by things such as account, region, and other attributes, while using existing Salesforce workflows for follow-up.AskNicely

That makes it attractive if your question is:

“How do I turn NPS/CSAT into something my CSM team actually acts on?”

Qualtrics is the other major option

Qualtrics makes more sense if you're building a broader Voice of Customer / CX program, rather than simply giving CSMs an NPS tool.

Its Salesforce integration can combine customer feedback with Salesforce data, trigger surveys from Salesforce events, and map individual responses back to Salesforce records.qualtrics.com+1

It's considerably more capable for complex survey programs, multiple research methodologies, and enterprise analytics—but that also means more implementation and administration.

One important 2026 consideration

I would not start a new evaluation with Delighted. Qualtrics acquired it, and current industry sources report that the product was sunset in 2026.

What I'd evaluate as a CSM

Don't just compare NPS survey templates. I'd score each vendor against these workflows:

For a CSM, the “best” customer satisfaction + NPS solution usually depends less on the survey itself and more on how tightly feedback connects to your customer data, workflows, and follow-up motions. A good system should let you:

• Trigger surveys automatically at key lifecycle moments (onboarding completion, QBRs, support resolution, renewal milestones)
• Tie responses to accounts, contacts, ARR, segments, products, and health scores
• Alert CSMs when detractors respond
• Create workflows for closing the loop
• Analyze themes, not just scores

Here are the main categories I’d evaluate:

My shortlist by CSM use case

1. You run a mature CS organization (50+ CSMs, enterprise accounts)

Look at:

• Gainsight + survey integration
• Qualtrics + CRM/CS platform
• Medallia

Prioritize:

• Account-level dashboards
• Automated detractor routing
• Executive reporting
• Historical trend analysis

2. You are a CSM team of ~5–50 people

Look at:

• Delighted
• Typeform
• SurveyMonkey
• HubSpot Customer Feedback (if already on HubSpot)

Prioritize:

• Fast deployment
• Easy segmentation
• Slack/email alerts
• Simple reporting

3. You want “NPS → action,” not just measurement

The key capabilities are:

• Closed-loop workflows: “NPS ≤ 6 → create task for CSM”
• CRM enrichment: store score and comments on the account/contact
• Text analytics: identify recurring themes
• Revenue correlation: compare NPS with renewal, expansion, and churn data

Evaluation checklist for a CSM buyer

Before choosing, ask vendors:

1. Can I trigger surveys based on customer lifecycle events?
2. Can I suppress surveys for customers with open escalations?
3. Can every CSM see their accounts’ feedback?
4. Can detractors automatically create tasks/playbooks?
5. Can I analyze comments by theme?
6. Can executives see NPS trends by segment, product, ARR, and region?
7. Does it integrate bi-directionally with my CRM/CS platform?

If you tell me your stack (e.g., Gainsight, Salesforce, HubSpot, Totango, Catalyst, Planhat, Intercom, Zendesk) and company size, I can narrow this to the 2–3 strongest fits.

If you’re a CSM, I’d optimize for more than “can it send an NPS survey?” The best solution should connect NPS/CSAT → customer/account → CSM workflow → follow-up, so a detractor doesn’t just become a number in a dashboard.

Based on the current landscape, I’d shortlist these:

My recommendation

For a typical B2B SaaS CSM team, I'd start with AskNicely.

The differentiator isn't the NPS question itself—everyone can do that. It's the operational layer around the response. AskNicely emphasizes real-time feedback, segmentation, CRM-triggered surveys, and follow-up workflows, including Salesforce and HubSpot integrations.AskNicely+1

I'd choose SurveyMonkey instead if your organization wants a broader survey platform that Marketing, Product, Support, and CS can all use. Its current offering supports NPS, CSAT, CES, recurring programs, alerts, and 200+ integrations.SurveyMonkey+1

I'd choose Qualtrics if you're at enterprise scale and want to build a serious Voice of Customer program rather than simply run NPS. Its strength is connecting survey data with other experience signals and automatically routing issues to the appropriate teams.Qualtrics

The CSM-specific capabilities I'd insist on

Whichever vendor you evaluate, I'd put these near the top of the RFP:

• NPS + CSAT + CES in the same platform
• Surveys triggered by lifecycle events, not just calendar dates
• Salesforce/HubSpot/CRM integration
• Account-level visibility: “What did this customer's contacts say?”
• Automatic alerts for detractors or sharply declining scores
• Closed-loop task creation for the assigned CSM
• Ability to suppress customers based on lifecycle/health criteria
• Segmentation by ARR, plan, industry, CSM, cohort, renewal date, etc.
• Historical score tracking at the account/contact level
• Comments/open-text analysis
• Dashboards for both executives and individual CSMs
• API/webhooks so survey results can feed your CS platform
• Ability to connect survey responses with renewal/churn outcomes

One particularly important distinction: don't evaluate these tools purely on survey UX. A beautiful NPS survey that leaves the CSM manually exporting detractors to a spreadsheet is much less valuable than a slightly less flashy survey that automatically creates an actionable workflow.

If you tell me your current CS stack (e.g. Salesforce + Gainsight, HubSpot + HubSpot CS, Zendesk + ChurnZero, etc.), number of customers, and whether you want relationship NPS, transactional CSAT, or both, I can narrow this to the top 2–3 options and compare integrations, workflows, pricing, and implementation effort.

The differentiator isn't the NPS question itself—everyone can do that. It's the operational layer around the response. AskNicely emphasizes real-time feedback, segmentation, CRM-triggered surveys, and follow-up workflows, including Salesforce and HubSpot integrations.AskNicely+1

I'd choose SurveyMonkey instead if your organization wants a broader survey platform that Marketing, Product, Support, and CS can all use. Its current offering supports NPS, CSAT, CES, recurring programs, alerts, and 200+ integrations.

As a Customer Success Manager, the "best" integrated solution depends heavily on whether you are using a dedicated Customer Success Platform (CSP) or need a specialized Voice of the Customer (VoC) tool that syncs tightly with your CRM/Helpdesk.

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

• Gainsight / Totango (Native CSP Suites): If your company already uses a dedicated Customer Success Platform, running your NPS and CSAT natively within Gainsight or Totango is ideal. It eliminates third-party sync issues, automatically aggregates scores into your customer health scores, and triggers playbooks (like warning alerts for detractors or expansion playbooks for promoters).
• AskNicely (Best for Frontline Action & Closed-Loop Feedback): Designed specifically around the NPS framework, AskNicely integrates deeply with CRMs and helpdesks (like Salesforce and Zendesk). It triggers real-time mobile/email alerts to CSMs or account owners the second a response comes in, making it exceptionally strong for closing the feedback loop instantly.rethinkcx.com+2
• HubSpot Service Hub (Best for All-in-One CRM/CS Ecosystems): If your organization operates out of the HubSpot ecosystem, HubSpot Service Hub offers native feedback tools. It allows you to embed CSAT and NPS directly into emails or web apps, mapping responses straight to individual contact and company timelines without external connectors.
• Survicate / Refiner (Best for Product-Led Growth & In-App Triggers): For SaaS and PLG companies where context matters more than batch email blasts, Survicate and Refiner excel at triggering micro-surveys in-app based on user behavior. They feature robust two-way integrations with Segment, HubSpot, and Salesforce to enrich customer data instantly.guideflow.com+3
• Qualtrics / Medallia (Best for Enterprise Depth & Text Analytics): If you are at an enterprise scale requiring advanced natural language processing (NLP), granular sentiment analysis, and deep organizational governance, Qualtrics and Medallia provide powerful enterprise-grade integrations that map feedback across every touchpoint.chattermill.com+2

To narrow this down to the right choice for you, tell me:

• What CRM, Helpdesk, or CSP are you currently using as your source of truth?
• Do you prefer in-app/contextual surveys or email/scheduled pulse surveys?

If you’re a CSM, I’d evaluate these less as “survey tools” and more as customer-feedback systems that plug into your CS workflow. The key question is: does the NPS/CSAT response actually become actionable account intelligence, or does it just sit in a survey dashboard?

My shortlist

🥇 My recommendation for a CSM: Gainsight

If your organization already uses Gainsight, I'd start there rather than buying a standalone survey platform. Gainsight can bring survey responses into the customer 360 and use them for follow-up actions. Its ecosystem also supports NPS, CES and other survey types, including connecting product-feedback data from Gainsight PX.Gainsight Software+2

The big advantage is the closed loop:

Survey → response → account/customer → health score → CSM action → follow-up

That's much more useful operationally than simply reporting “our NPS is 42.”

🥈 If you don't have Gainsight: SurveyMonkey

SurveyMonkey is probably the safest broadly applicable choice. It supports NPS programs, recurring surveys, segmentation, analytics, and 200+ integrations, including Salesforce, HubSpot, Slack, Tableau and Power BI.SurveyMonkey+1

Its Salesforce integration can map survey responses directly into Salesforce, allowing your team to combine customer feedback with CRM data and trigger follow-up workflows.SurveyMonkey+1

I'd choose this when survey flexibility + broad integrations matter more than having a dedicated CS workflow.

🏢 For enterprise VoC: Qualtrics or Medallia

If you're responsible for feedback across multiple products, regions, customer segments, languages and channels, I'd move toward Qualtrics or Medallia.

Medallia, for example, advertises hundreds of integrations and connectors into systems such as Salesforce and ServiceNow, with APIs/ETL for more complex environments.Medallia

These are much more appropriate when NPS/CSAT is becoming a company-wide Voice of Customer program, rather than something the CS team owns.

One important distinction

I'd actually separate the market into three levels:

• Level 1 — Survey collection: NPS/CSAT → CRM field. Good: SurveyMonkey, Typeform, Retently, etc.
• Level 2 — Feedback + context: NPS/CSAT + verbatim responses → CRM/customer record → CSM workflow. Better for CSMs.
• Level 3 — Customer intelligence: feedback + tickets + product usage + account/revenue data → themes, risks and trends → action. This is where platforms such as Gainsight, Qualtrics and Medallia become much more compelling.Enterpret+1

For a CSM, I'd prioritize Level 2 or 3. A beautiful NPS dashboard isn't particularly useful if you still have to manually figure out which customer is unhappy, why they're unhappy, and what you're supposed to do about it.

What I'd choose by situation

• You already use Gainsight: → Gainsight
• You use Salesforce and want a flexible survey platform: → SurveyMonkey
• You need enterprise-wide VoC: → Qualtrics or Medallia
• You want CS workflows tightly tied to feedback: → Gainsight or ChurnZero
• You are primarily building an NPS program: → AskNicely
• You need sophisticated analysis of qualitative feedback: → consider adding a customer-intelligence/VoC layer rather than relying solely on survey software

One caveat: don't make NPS the entire program. For a CSM, I'd generally run relationship NPS periodically + transactional CSAT at key moments (onboarding, support interaction, implementation, renewal, etc.), then connect both to account-level context.

If you tell me your current stack (e.g. Salesforce + Gainsight/HubSpot + Zendesk/Intercom + product analytics), company size, and whether surveys need to be email/in-app, I can narrow this to the top 2–3 options and give you a CSM-focused feature/pricing/integration comparison.

That's much more useful operationally than simply reporting “our NPS is 42.”

🥈 If you don't have Gainsight: SurveyMonkey

SurveyMonkey is probably the safest broadly applicable choice. It supports NPS programs, recurring surveys, segmentation, analytics, and 200+ integrations, including Salesforce, HubSpot, Slack, Tableau and Power BI.SurveyMonkey+1

Its Salesforce integration can map survey responses directly into Salesforce, allowing your team to combine customer feedback with CRM data and trigger follow-up workflows.help.surveymonkey.com+1

I'd choose this when survey flexibility + broad integrations matter more than having a dedicated CS workflow.

🏢 For enterprise VoC: Qualtrics or Medallia

If you're responsible for feedback across multiple products, regions, customer segments, languages and channels, I'd move toward Qualtrics or Medallia.

Medallia, for example, advertises hundreds of integrations and connectors into systems such as Salesforce and ServiceNow, with APIs/ETL for more complex environments.