The Top 20 Most User-Friendly Survey Software Report Methodology

October 4, 2017 Liann Mosier

With the rise of technology and internet access, online surveys have become a popular method in comparison to older survey methods (i.e. phone, paper and in-person surveys). Online surveys are low-cost, convenient to access, more organized, and versatile – they can include multimedia options, such as videos and audio.

Survey software helps organizations of all sizes easily create and build surveys, collect responses, and analyze results. It allows the flexibility to design a survey that reflects the organization’s brand and mission, while doing its core job of efficiently collecting feedback. Survey solutions offer a centralized platform to easily manage incoming and outgoing surveys, so organizations can focus on taking that data to grow and improve current business processes.

Since an increasing number of respondents are using their smartphones and tablets to access surveys, online surveys are a great way to boost participation rates.

With more than 300 survey software on Capterra alone, finding the right solution can seem intimidating – but this is why we’ve taken the extra step to guide you to the right solution. Capterra’s Software Lab has checked, double checked, and then TRIPLE checked survey software solutions to create our Top 20 Most User-Friendly Survey Software Report. On top of that, we include direct user-testing to test the best and not-so-great solutions so that YOU don’t have to.


This research is part of our series of Top 20 reports. All user-friendly reports are determined by each system’s usability, customer service, and customer reviews.

Usability encompasses system efficiency, intuitiveness, effectiveness, and user satisfaction. It is calculated through direct user testing. We determine common tasks that are representative of how most organizations would use a system to create surveys and collect responses. We then measure the time and clicks it takes, on average, to complete these tasks in a survey system. Survey System Task List:

  1. Create survey
  2. Add question logic to survey
  3. Customize question order
  4. Customize survey theme
  5. Run a report

We tested all survey solutions made available to us, performing each task two times in every system. In the first round, we completed the task without access to any training to test intuitiveness. In the second round, we used training materials (if needed) provided by the software company to test learnability.

How long does it take to complete a task? Check out the Top 20:

The average task completion time for the Top 20 vendors was 30 seconds.

Customer service refers to implementation, training, and support services provided by the software company to help customers get started and use the product to its full capacity. It’s just another way to make solutions as easy-to-use as humanly possible.

Let’s take a look at the customer service resources we highlighted for this report:

Implementation resources:

  1. Open API
  2. Import/Export Response Data
  3. Import/Export Survey Questions
  4. CRM Integration
  5. Email Marketing Integration
  6. Social Media Integration
  7. Mobile Responsive

Training resources:

  1. Videos
  2. Articles/Training Documents
  3. Free Demo
  4. Training webinars
  5. Free trials

Support resources:

  1. Email or Help Desk
  2. FAQ Page or Knowledge Base
  3. Phone Support
  4. Chat

Customer reviews contribute to our reports by providing real world, first-hand experience on product performance and insight into the level of customer service. Reviews data is collected from across all Gartner Digital Markets companies (Capterra, GetApp, and Software Advice). We factored in the total number of reviews and customers’ average star ratings for each system across all three entities.


With a growing number of software products and growing demand in this sector, it can be a daunting task to find the right software for your organization. This is why we created this report to make your search a whole lot easier!

Don’t forget to dive deeper into each solution to see if it’s truly the right fit – free trials and demos are available, as well as speaking directly to the software company to get customized solutions.

Ease of use may not be the only important factor in determining the right survey solution, which is why we’ve created our Top 20 Most Affordable Survey Software. This report will provide more detailed information on available features and costs for the list of most affordable survey solutions.

What are your thoughts? Did we miss Survey vendors? We are planning to update this report annually, so let us know!

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