GTM AI Index
Index › Customer › September 2026 Edition

Customer feedback and surveys

Asked as “customer feedback and survey platform”, and as “NPS and customer experience survey tool”, on behalf of a mid-market B2B company. 55 first choices recorded across the direct, paraphrase, budget and scale prompts, twelve models each.
Standing
Google Forms
Contested
15% of first choices, contested.
ShowinginAll 73 categories →

By buyer segment

The same question asked on behalf of a different buyer. Each standing is computed within its segment; they sit side by side and are never added together.
Small businessSurvicate19%ContestedStanding →Mid-marketGoogle Forms15%ContestedThis pageEnterpriseQualtrics34%ContestedStanding →

01The standing

Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all twelve models, for a mid-market B2B company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrant
01Google Forms15%12%25accepted challenger
02CustomerGauge13%0%12accepted challenger
03Retently9%0%12accepted challenger
04Survicate7%3%37accepted challenger
05SurveySparrow5%6%32accepted challenger
06Qualtrics5%44%50criticized challenger
07AskNicely4%5%20accepted challenger
08SurveyMonkey4%35%49criticized challenger
09Medallia4%42%33criticized challenger
10Delighted4%46%24criticized challenger
11Canny2%0%15accepted challenger
12Zonka Feedback2%0%13accepted challenger
13InMoment2%33%12criticized challenger
Show the five products at 0%, ordered by negative rate
14Typeform0%27%37criticized challenger
17Jotform0%14%14accepted challenger
15Hotjar0%7%15accepted challenger
16Nicereply0%0%13accepted challenger
18Pendo0%0%10accepted challenger
Bars are the share of first choices, 0 to 100Every product with at least 10 labels here. Every product name links to its vendor page.
Head to head
Google Forms vs CustomerGaugeGoogle Forms vs RetentlyCustomerGauge vs Retently

Recommended versus criticized

Every product with at least 10 labels here, on both axes. The 30% line names a quadrant, not the verdict above: that one needs more than 40%.

Criticized challengerCriticized default
Negative label rate →
01
02
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05
06
07
08
09
10
11
12
13
14
15
16
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18
Accepted challengerEndorsed leader
0%First-choice share → · lines at 30% share and 25% negative30%
Key
01Google Forms15%
02CustomerGauge13%
03Retently9%
04Survicate7%
05SurveySparrow5%
06Qualtrics5%
07AskNicely4%
08SurveyMonkey4%
09Medallia4%
10Delighted4%
11Canny2%
12Zonka Feedback2%
13InMoment2%
14Typeform0%
15Hotjar0%
16Nicereply0%
17Jotform0%
18Pendo0%

02What they warned about

Two of twelve models held their first choice under the paraphrase. GPT-5.4 mini, Gemini 3.5 Flash, Perplexity Sonar, Grok 4.1 Fast, Mistral Small, Llama 4 Maverick, Qwen 3.7 Flash, Kimi K2, GLM 4.7 FlashX and MiniMax M2.5 changed. A high negative share on a product with few labels is a warning. A low share on a product with many labels is salience, not sentiment.
SurveyMonkey
35%
17 of 49 labels negative · 10 of 12 models · 6 hard negative
“Pricing complaints: Forced annual subscriptions, unclear pricing structure... Some reviewers call it a "scam"” MiniMax M2.5, negative prompt
Qualtrics
44%
22 of 50 labels negative · 9 of 12 models · 8 hard negative
“Major complaints: Extremely slow deployment (weeks or months), complex admin burden... Poor Trustpilot rating: ~1.2/5 with 67% one-star reviews” MiniMax M2.5, negative prompt
Delighted
46%
11 of 24 labels negative · 8 of 12 models · 9 hard negative
“it is recommended to avoid or be cautious about using Delighted and GetFeedback Direct” Llama 4 Maverick, negative prompt
Medallia
42%
14 of 33 labels negative · 6 of 12 models · 6 hard negative
“Built for global conglomerates. Avoid unless you have a massive CX budget and dedicated platform administrators.” DeepSeek V4 Flash, negative prompt

03What they cite

Citations exist only for the models that return a source list: four of the twelve in this edition, and all six flagship models on the expanded tier.

Sites the answers cite

22 of 72 answers in this category came back with a source list, from 4 of 12 models: citations where the model returns them, or the search results it consulted. 6 of those lists are Google grounding redirects that name no site and are left out of the counts. 218 links across 100 sites, every framing counted. Ranked by the number of answers carrying the site or page. The other 8 models searched through a gateway that returned no source list on this edition.

zonkafeedback.com
vendor site · Zonka Feedback9 answers · 15 citations · 2 models
typeform.com
vendor site · Typeform7 answers · 8 citations · 3 models
getperspective.ai
6 answers · 13 citations · 2 models
customergauge.com
vendor site · CustomerGauge5 answers · 9 citations · 2 models
guideflow.com
vendor site · Guideflow5 answers · 8 citations · 2 models
deeto.com
vendor site · Deeto5 answers · 5 citations · 2 models
proprofssurvey.com
5 answers · 5 citations · 2 models
thecxlead.com
5 answers · 5 citations · 2 models
enterpret.com
vendor site · Enterpret4 answers · 7 citations · 2 models
surveysensum.com
vendor site · SurveySensum4 answers · 5 citations · 2 models
greatquestion.co
vendor site · Great Question4 answers · 4 citations · 2 models
alchemer.com
vendor site · Alchemer3 answers · 4 citations · 1 model

Pages the answers cite

The ten pages named in the most answers, by full address. A page here is one the models returned with a recommendation, not one the index endorses.

typeform.com/blog/customer-feedback-tools
6 answers · 2 models
deeto.com/blog-post/customer-feedback-platforms-compared
5 answers · 2 models
guideflow.com/blog/customer-feedback-tools
5 answers · 2 models
proprofssurvey.com/blog/customer-feedback-tools
5 answers · 2 models
zonkafeedback.com/blog/customer-feedback-tools
5 answers · 2 models
customergauge.com/blog/client-feedback-tool
4 answers · 2 models
getperspective.ai/blog/customer-feedback-management-software-2026-10-platfo…
4 answers · 1 model
greatquestion.co/blog/customer-feedback-tools
4 answers · 2 models
getperspective.ai/blog/best-customer-feedback-tools-2026-12-platforms-compared
3 answers · 1 model
mopinion.com/customer-feedback-tools
3 answers · 2 models

04How they answered

Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.
ModelDirect“What is the best customer feedback and survey platform for a mid-market B2B company?”Paraphrase“Which NPS and customer experience survey tool would you recommend to a mid-sized B2B company?”Comparative“What are the top customer feedback and survey platforms and how do they differ?”Budget-constrained“What is the best customer feedback and survey platform for a company with a limited budget?”Scale-constrained“We are a 500 person company evaluating a customer feedback and survey platform. What should we look at?”Negative“Which customer feedback and survey platforms should I avoid or be cautious about?”
Claude Haiku 4.5Retently
Six alternativesMedallia Concierge, Nicereply, Simplesat, SurveyMonkey, SurveySparrow, Zonka Feedback
against: QualtricsRetentlyHeld
Three alternativesCustomerGauge, Survicate, Zonka Feedback
Qualtrics, Zonka Feedback
Four alternativesAskNicely, Medallia Concierge, Refiner, Typeform
Google Forms, SurveyPlanet
One alternativeSurveySparrow
no first choiceagainst: Delighted, GetFeedback, InMoment
GPT-5.4 miniQualtrics
One alternativeMedallia
AskNicelyChanged
Two alternativesNicereply, Qualtrics
against: SurveySparrowMedallia, Qualtrics
Four alternativesGetFeedback, SurveyMonkey, Survicate, Typeform
Zoho Survey
Two alternativesGoogle Forms, Microsoft Forms
against: SurveyMonkeyno first choiceagainst: SurveyMonkey
Gemini 3.5 FlashCustomerGauge
Four alternativesCanny, Retently, Survicate, UserVoice
against: Medallia, QualtricsRetentlyChanged
Three alternativesAskNicely, CustomerGauge, Survicate
against: Medallia, Qualtrics, SurveyMonkey, Typeformno first choice
Ten alternativesEnterpret, Hotjar, Jotform, Medallia, Perspective AI, Qualtrics, SurveyMonkey, SurveySparrow, Survicate, Typeform
Tally.so
Five alternativesFeaturebase, Google Forms, Nicereply, Refiner, Survicate
against: Jotform, Medallia, Qualtrics, SurveyMonkey, Typeformno first choice
Eight alternativesAskNicely, Canny, Delighted, Perspective AI, Sprig, SurveyMonkey, Survicate, UserVoice
against: Google Forms, Medallia, Qualtrics, Typeformagainst: Google Forms, Hotjar, Microsoft Forms, Qualaroo, Qualtrics, SurveyMonkey, Typeform
Perplexity SonarCustomerGauge, Enterpret
Two alternativesLumoa, Perspective AI
against: Medallia, QualtricsCustomerGaugeChanged
Three alternativesAlchemer, AskNicely, Survicate
Medallia, Qualtrics
Six alternativesPendo, Perspective AI, Sprig, SurveyMonkey, Typeform, Zonka Feedback
Frill, Google Forms
Three alternativesCanny, Hotjar, Survicate
against: SurveyMonkey, Typeformno first choiceagainst: Angi, BBB, Delighted, Ripoff Report, Sitejabber, SurveyMonkey, Trustpilot, Typeform
Grok 4.1 FastCustomerGauge
Three alternativesAskNicely, Retently, Survicate
SurvicateChanged
Four alternativesAskNicely, CustomerGauge, SurveySparrow, Zonka Feedback
against: QualtricsSurveyMonkey, Typeform
One alternativeQualtrics
against: MedalliaGoogle Forms
Two alternativesHotjar, Jotform
no first choiceagainst: InMoment, Medallia, Qualtrics, SurveyMonkey
Mistral SmallHelply
Two alternativesCustomerGauge, SurveySparrow
against: Delighted, QualtricsZonka FeedbackChanged
Four alternativesDelighted, HubSpot Service Hub, Retently, SurveySensum
Qualtrics
Eight alternativesChattermill, InMoment, Medallia, Nicereply, SurveyMonkey, SurveySparrow, Survicate, Typeform
Google Forms
Seven alternativesCanny, Hotjar, Microsoft Forms, Productboard, Qualaroo, SurveyMonkey, SurveySparrow
Culture Amp, Qualtrics EmployeeXM
Four alternatives15Five, Lattice, SurveyMonkey, Workday Peakon Employee Voice
against: Qualtrics, SurveyMonkey
DeepSeek V4 FlashRetently
Four alternativesCustomerGauge, QuestionPro, SurveySparrow, Survicate
against: Delighted, Medallia, Qualtrics, SurveyMonkey, TypeformRetentlyHeld
One alternativeSurvicate
against: Delighted, Qualtrics, SurveyMonkey, TypeformQualtrics, SurveyMonkey
Thirteen alternativesAskNicely, Canny, Delighted, Hotjar, InMoment, Medallia, Perspective AI, Productboard, QuestionPro, Sprig, TheySaid, Typeform, UserVoice
Google Forms, SurveySparrow
Three alternativesJotform, Tally, Typeform
against: AskNicely, Medallia, Qualtrics, SurveyMonkeyAlchemer, SurveyMonkey
Five alternativesChattermill, Enterpret, SurveySparrow, Survicate, Zonka
against: Medallia, Qualtricsagainst: InMoment, Medallia, Qualtrics, SurveyMonkey, Survicate, Typeform
Llama 4 MaverickQuestionPro, SurveySparrow, Survicate
Three alternativesMedallia, Perspective AI, Qualtrics
CustomerGauge, GetFeedback, Medallia, Qualtrics, SAS Customer ExperienceChangedno first choiceno first choice
Seven alternativesCanny, FormGrid, Google Forms, Hotjar, ProProfs Survey Maker, Survicate, Typeform
no first choiceagainst: Delighted, GetFeedback Direct
Qwen 3.7 FlashCustomerGauge
Three alternativesPerspective AI, SurveySparrow, Survicate
against: SurveyMonkeyDelighted, PulseebleChanged
Five alternativesGainsight, Pendo, Qualtrics, SurveyMonkey, Typeform
no first choiceSurveySparrow
Three alternativesGoogle Forms, Qualaroo, SurveyMonkey
against: Delightedno first choiceagainst: Alchemer, Jotform, LifePoints, PrizeRebel, SurveyPlanet, SurveySparrow, Zoho Survey
Kimi K2Survicate
Four alternativesAskNicely, Nicereply, Retently, SurveySparrow
against: Delighted, QualtricsCustomerGaugeChanged
Two alternativesRetently, SurveySparrow
against: Delighted, Medallia, Qualtricsno first choice
Eleven alternativesAskNicely, Canny, Chattermill, Delighted, Hotjar, Medallia, Qualtrics, Sprig, SurveyMonkey, Thematic, Typeform
Google Forms, Tally
Three alternativesHotjar, SurveyMonkey, Typeform
InMoment, Medallia, Qualtrics
Five alternativesAlchemer, Pendo, Sprig, SurveySparrow, Survicate
against: Google Forms, InMoment, Medallia, Qualtrics, SurveyMonkey, SurveyWorld / Ipsos i-Say, Trustpilot, Typeform, Zoho Forms
GLM 4.7 FlashXCanny
Two alternativesProductboard, UserVoice
SurvicateChanged
Two alternativesRetently, SurveySparrow
against: DelightedMedallia, Qualtrics
Six alternativesAskNicely, Nicereply, SurveyMonkey, SurveySparrow, Survicate, Typeform
Google Forms
Seven alternativesFormbricks, Jotform, Survicate, Tally, Typeform, Youform, Zoho Survey
against: Qualtrics Market Researchno first choiceagainst: Apptentive, Delighted, GetFeedback, Medallia, Microsoft Forms, Qualtrics, SurveyLegend, SurveyMonkey, UserVoice
MiniMax M2.5SurveyMonkey
Four alternativesMedallia, Pendo, Qualtrics, Survicate
AskNicely, DelightedChanged
One alternativeSurveyMonkey
against: QualtricsMedallia, QualtricsGoogle Forms
Three alternativesHotjar, SpaceForms, Survicate
no first choiceagainst: Qualtrics, Respondent, Survey Junkie, SurveyMonkey
Bold is the first choiceAlternatives are counted; the count opens them.What the answer argued against

05The record

One row per call: the version string exactly as returned, whether the model searched, sources cited, and latency. Full answer text is in the free responses file. Download the record
Seventy-two rows: every prompt, every model, every answer.
PromptModelVersion stringTime (UTC)SearchedSourcesLatency
Direct recommendationClaude Haiku 4.5claude-haiku-4-5-202510012026-09-14 23:39yes88 s
Direct recommendationGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 04:04yes26 s
Direct recommendationGemini 3.5 Flashgemini-3.5-flash2026-09-15 04:32yes1227 s
Direct recommendationPerplexity Sonarsonar2026-09-15 03:43yes206 s
Direct recommendationGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 03:07yes09 s
Direct recommendationMistral Smallmistral/mistral-small via mistral2026-09-15 03:43yes08 s
Direct recommendationDeepSeek V4 Flashdeepseek/deepseek-v4-flash via fireworks2026-09-15 00:40yes024 s
Direct recommendationLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 00:33yes01 s
Direct recommendationQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 02:53yes057 s
Direct recommendationKimi K2moonshotai/kimi-k2 via novita2026-09-15 00:48yes033 s
Direct recommendationGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 00:33yes047 s
Direct recommendationMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 04:57yes013 s
ParaphraseClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 01:14yes1411 s
ParaphraseGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 02:00yes44 s
ParaphraseGemini 3.5 Flashgemini-3.5-flash2026-09-15 04:58yes1022 s
ParaphrasePerplexity Sonarsonar2026-09-15 02:32yes205 s
ParaphraseGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 01:22yes07 s
ParaphraseMistral Smallmistral/mistral-small via mistral2026-09-15 00:22yes06 s
ParaphraseDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 00:07yes077 s
ParaphraseLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 02:40yes02 s
ParaphraseQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 04:52no038 s
ParaphraseKimi K2moonshotai/kimi-k2 via novita2026-09-15 03:32yes032 s
ParaphraseGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-14 23:39yes022 s
ParaphraseMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 02:29no09 s
ComparativeClaude Haiku 4.5claude-haiku-4-5-202510012026-09-14 23:58yes1411 s
ComparativeGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 03:08yes87 s
ComparativeGemini 3.5 Flashgemini-3.5-flash2026-09-14 23:28yes1122 s
ComparativePerplexity Sonarsonar2026-09-15 01:52yes208 s
ComparativeGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 00:31yes06 s
ComparativeMistral Smallmistral/mistral-small via mistral2026-09-15 01:48yes09 s
ComparativeDeepSeek V4 Flashdeepseek/deepseek-v4-flash via fireworks2026-09-15 02:49yes023 s
ComparativeLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-14 23:49yes01 s
ComparativeQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 01:55yes040 s
ComparativeKimi K2moonshotai/kimi-k2 via novita2026-09-15 00:03yes075 s
ComparativeGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-14 23:45yes088 s
ComparativeMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 02:58yes018 s
Budget constrainedClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 04:34yes97 s
Budget constrainedGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-14 23:43yes45 s
Budget constrainedGemini 3.5 Flashgemini-3.5-flash2026-09-15 03:59yes1623 s
Budget constrainedPerplexity Sonarsonar2026-09-15 02:19yes205 s
Budget constrainedGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 04:35yes015 s
Budget constrainedMistral Smallmistral/mistral-small via mistral2026-09-15 00:34yes07 s
Budget constrainedDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 04:27yes023 s
Budget constrainedLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 01:54yes02 s
Budget constrainedQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 04:08yes021 s
Budget constrainedKimi K2moonshotai/kimi-k2 via novita2026-09-15 03:29yes024 s
Budget constrainedGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 01:00yes043 s
Budget constrainedMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 00:18yes013 s
Scale constrainedClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 01:44no07 s
Scale constrainedGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 04:38no012 s
Scale constrainedGemini 3.5 Flashgemini-3.5-flash2026-09-14 23:55yes1027 s
Scale constrainedPerplexity Sonarsonar2026-09-15 00:33yes208 s
Scale constrainedGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-14 23:25yes06 s
Scale constrainedMistral Smallmistral/mistral-small via mistral2026-09-15 03:24yes015 s
Scale constrainedDeepSeek V4 Flashdeepseek/deepseek-v4-flash via fireworks2026-09-15 03:54yes035 s
Scale constrainedLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 02:06yes02 s
Scale constrainedQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 01:30no039 s
Scale constrainedKimi K2moonshotai/kimi-k2 via novita2026-09-15 04:45yes030 s
Scale constrainedGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 02:21yes039 s
Scale constrainedMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-14 23:39no010 s
Negative framingClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 04:30yes3116 s
Negative framingGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 00:32yes46 s
Negative framingGemini 3.5 Flashgemini-3.5-flash2026-09-15 04:38yes1125 s
Negative framingPerplexity Sonarsonar2026-09-15 03:50yes206 s
Negative framingGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 00:33yes08 s
Negative framingMistral Smallmistral/mistral-small via mistral2026-09-15 04:16yes09 s
Negative framingDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 03:58yes046 s
Negative framingLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 04:28yes02 s
Negative framingQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 02:26yes041 s
Negative framingKimi K2moonshotai/kimi-k2 via novita2026-09-15 03:53yes054 s
Negative framingGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 03:25yes053 s
Negative framingMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 03:02yes018 s

Normalization in this category

Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.

Category-scoped readings
HubSpot read as HubSpot Service Hub
Unresolved, counted raw
15Five
Alida (formerly Qualtrics XM)
BBB
Branded Surveys
Culture Amp
FormGrid
HubSpot Form Builder
Lattice
LifePoints
LimeSurvey
Lumoa
Pinecone Research
PrizeRebel
Pulseeble
QualtriX
Qualtrics EmployeeXM
Qualtrics Market Research
Respondent
SAS Customer Experience
Satmetrix
SurveyLegend
SurveyWorld / Ipsos i-Say
Swagbucks
TallyPrime
TheySaid
Workday Peakon Employee Voice
YSense
YouGov
Youform
Zendesk Surveys
Discontinued, still offered
No shut-down product was recommended here.

Also in customer

The other categories of this function, with the leader in each.
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