Questback
Experience management software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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- Professional services (engineering, legal, consulting, etc.)
- Banking and insurance
- Media and communications
What is Questback
Questback is an experience management and survey platform used to collect and analyze feedback from customers, employees, and other stakeholders. It supports use cases such as transactional surveys, relationship/NPS programs, employee engagement surveys, and market research. The product focuses on survey design, distribution, reporting, and closed-loop follow-up workflows, with options for integrations and automation to route feedback to internal teams.
Broad survey program coverage
Questback supports multiple feedback program types, including customer experience, employee experience, and research-style surveys. This makes it suitable for organizations that want one platform for several listening programs rather than separate tools. It provides standard survey methods and metrics commonly used in experience management initiatives.
Reporting and analytics workflows
The platform includes dashboards and reporting to monitor results across surveys and segments. It is designed to help teams move from raw responses to structured insights through filtering, trend views, and role-based reporting. These capabilities support ongoing experience tracking rather than one-off survey projects.
Closed-loop feedback handling
Questback supports operational workflows to act on feedback, such as routing items to responsible teams and tracking follow-up. This helps organizations manage service recovery and internal accountability after negative responses. It aligns with experience management practices that require action management in addition to measurement.
Less specialized for CS ops
Compared with platforms built primarily for customer success operations, Questback is more centered on feedback collection and experience measurement. Organizations that need deep health scoring, playbooks, and lifecycle automation may require additional systems. This can increase integration and process design effort for CS-led teams.
Research repository depth varies
Questback focuses on surveys and experience programs rather than acting as a dedicated qualitative research repository. Teams that rely heavily on interview/video analysis, transcript coding, and research ops workflows may find gaps. In those cases, a separate research repository tool may still be needed.
Implementation depends on integrations
Value from closed-loop processes often depends on connecting Questback to CRM, service desk, or collaboration tools. If integrations are limited or require custom work, organizations may face longer setup times and ongoing maintenance. This is especially relevant for complex, multi-region deployments with multiple data sources.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| CX Starter | Price not listed on site (14-day free trial available) | 1 user included; 5 hours InsightLab; Try Free for 14 Days; includes core features (unlimited surveys & answers, multi-channel distribution, templates, support). |
| CX Business | Custom pricing — contact sales | 1 user included; 10 hours InsightLab; billed via custom quote ("Get a custom price estimate"). |
| CX Enterprise | Custom pricing — contact sales | 1 user included; 15 hours InsightLab; enterprise features and add-ons included per agreement. |
| EX Starter | Price not listed on site (14-day free trial available) | 1 user included; 5 hours InsightLab; Try Free for 14 Days; includes core EX features (anonymous responses, templates, reporting). |
| EX Business | Custom pricing — contact sales | 1 user included; 10 hours InsightLab; billed via custom quote. |
| EX Enterprise | Custom pricing — contact sales | 1 user included; 15 hours InsightLab; enterprise-level EX features and add-ons per agreement. |
Seller details
Questback GmbH
Cologne, Germany
2000
Private
https://www.questback.com/
https://x.com/questback
https://www.linkedin.com/company/questback/
