Market Overview:
The global customer satisfaction software market is expected to grow at a CAGR of 10.8% during the forecast period from 2018 to 2030. The growth in this market can be attributed to the increasing demand for customer satisfaction software from SMEs and large enterprises across different regions. Additionally, the growing trend of cloud-based customer satisfaction software is also contributing to the growth of this market.
Product Definition:
Customer satisfaction software is a type of application that helps businesses track the satisfaction levels of their customers. This type of software can help organizations identify areas where they need to make improvements in order to keep their customers happy. Additionally, customer satisfaction software can help businesses measure the effectiveness of their customer service efforts.
On-premise:
On-premise Customer satisfaction software is software that is installed and used on the end user's computers or devices. It's primary function to satisfy the customers and give them complete control over their business processes. On-premise CS software has been around for more than two decades, since its inception in the early days of enterprise computing when most businesses still operated from behind a firewall with limited access to customer information.
Cloud-based:
Cloud-based is a term used to define software solutions that are hosted by a third party and can be accessed over the internet. The data generated through these solutions is stored on remote servers called cloud, which means they are accessible anywhere and anytime. Cloud-based Customer satisfaction software helps organizations improve customer service with real-time feedback & responses, thereby enhancing the overall experience of customers while dealing with any issue or problem related to products/services or company’s operations.
Application Insights:
The software is used to provide a single view of the current status of a customer across all channels and identify the sources of customer complaints. The solution also enables enterprises to analyze problems reported by customers and resolve them quickly. The on-premise version accounted for more than 50% revenue share in 2017, as it offers flexibility in managing multiple channels, support for legacy systems, and control over data access. However, the cloud-based version is expected to register highest CAGR during the forecast period owing to its ease of use across all devices coupled with reduced costs associated with implementation.
The market has witnessed significant growth due largely to increasing adoption among SMEs which account for close to 90% revenue share globally.
Regional Analysis:
The Asia Pacific is expected to be the fastest-growing region over the forecast period. The growth can be attributed to increasing penetration of advanced technologies in developing countries, such as India and China. Additionally, rising demand for cloud-based customer satisfaction software from enterprises based out of China and Japan is anticipated to drive regional market growth over the next eight years.
North America accounted for a significant revenue share in 2017 owing to early adoption of customer satisfaction software solutions by enterprises based out of U.S., Canada, and Mexico. However, slow economic recovery post recession coupled with stringent regulatory scenario are acting as restraining factors for regional market growth. Europe also accounted for a significant revenue share in 2017 due to early adoption by SMEs operating across various industries including retail & consumer goods; telecom; transportation & logistics; banking & financial services; government & public sector; entertainment etc.).
Growth Factors:
- Increased demand for customer satisfaction software from small and medium businesses (SMBs) due to the growing awareness of the importance of customer satisfaction for business success.
- The increasing use of social media and other online channels for customer feedback and complaints, which is driving the need for customer satisfaction software solutions that can help organizations track, manage, and respond to feedback quickly and effectively.
- The growing trend of using Customer Relationship Management (CRM) software as a foundation for delivering customer satisfaction solutions, as well as the increasing demand for integrated CRM/customer satisfaction platforms.
- The rising popularity of cloud-based delivery models for customer satisfaction software, which is making these solutions more accessible to businesses of all sizes while also providing easier access to updates and upgrades.
- The increasing focus on quality by customers across all industries, which is driving organizations to seek out better ways to measure and improve their levels of customer satisfaction
Scope Of The Report
Report Attributes
Report Details
Report Title
Customer Satisfaction Software Market Research Report
By Type
On-premise, Cloud-based
By Application
SMEs, Large Enterprises
By Companies
CloudCherry, Client Heartbeat, ManageEngine, CustomerLove, Zendesk, GetFeedback
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
198
Number of Tables & Figures
139
Customization Available
Yes, the report can be customized as per your need.
Global Customer Satisfaction Software Market Report Segments:
The global Customer Satisfaction Software market is segmented on the basis of:
Types
On-premise, Cloud-based
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
SMEs, Large Enterprises
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- CloudCherry
- Client Heartbeat
- ManageEngine
- CustomerLove
- Zendesk
- GetFeedback
Highlights of The Customer Satisfaction Software Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- On-premise
- Cloud-based
- By Application:
- SMEs
- Large Enterprises
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Customer Satisfaction Software Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
- Market Entry Strategies
- Business Expansion Strategies
- Consumer Insights
- Understanding Competition Scenario
- Product & Brand Management
- Channel & Customer Management
- Identifying Appropriate Advertising Appeals
8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Customer satisfaction software is a type of software that helps businesses improve customer satisfaction. This type of software can help businesses track customer feedback, identify problems, and make changes to improve the customer experience.
Some of the key players operating in the customer satisfaction software market are CloudCherry, Client Heartbeat, ManageEngine, CustomerLove, Zendesk, GetFeedback.
The customer satisfaction software market is expected to grow at a compound annual growth rate of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Customer Satisfaction Software Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Customer Satisfaction Software Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Customer Satisfaction Software Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Customer Satisfaction Software Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Customer Satisfaction Software Market Size & Forecast, 2020-2028
4.5.1 Customer Satisfaction Software Market Size and Y-o-Y Growth
4.5.2 Customer Satisfaction Software Market Absolute $ Opportunity
Chapter 5 Global Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Market Size Forecast by Type
5.2.1 On-premise
5.2.2 Cloud-based
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Market Size Forecast by Applications
6.2.1 SMEs
6.2.2 Large Enterprises
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Customer Satisfaction Software Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Customer Satisfaction Software Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Analysis and Forecast
9.1 Introduction
9.2 North America Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Market Size Forecast by Type
9.6.1 On-premise
9.6.2 Cloud-based
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Market Size Forecast by Applications
9.10.1 SMEs
9.10.2 Large Enterprises
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Analysis and Forecast
10.1 Introduction
10.2 Europe Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Market Size Forecast by Type
10.6.1 On-premise
10.6.2 Cloud-based
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Market Size Forecast by Applications
10.10.1 SMEs
10.10.2 Large Enterprises
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Market Size Forecast by Type
11.6.1 On-premise
11.6.2 Cloud-based
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Market Size Forecast by Applications
11.10.1 SMEs
11.10.2 Large Enterprises
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Analysis and Forecast
12.1 Introduction
12.2 Latin America Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Market Size Forecast by Type
12.6.1 On-premise
12.6.2 Cloud-based
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Market Size Forecast by Applications
12.10.1 SMEs
12.10.2 Large Enterprises
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Market Size Forecast by Type
13.6.1 On-premise
13.6.2 Cloud-based
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Market Size Forecast by Applications
13.10.1 SMEs
13.10.2 Large Enterprises
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Customer Satisfaction Software Market: Competitive Dashboard
14.2 Global Customer Satisfaction Software Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 CloudCherry
14.3.2 Client Heartbeat
14.3.3 ManageEngine
14.3.4 CustomerLove
14.3.5 Zendesk
14.3.6 GetFeedback
