Announcing the Top Rated Consumer Ratings & Reviews Software for 2019

Elizabeth Sullivan-Hasson
June 26, 2019
Awards, Customer Success

Announcing the Top Rated Consumer Ratings & Reviews Software for 2019

Today, we awarded the 2019 TrustRadius Top Rated badges for Consumer Ratings & Reviews Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer.

Here are the winners:


SmileBack is a consumer ratings & reviews software that  collects and analyzes customer feedback, focusing on simple, easy to fill out customer satisfaction surveys. SmileBack provides fast, visual (e.g. smiley face v angry face) feedback forms, customizable alerts, and customer journey analytics for locating problem spots in the customer experience. SmileBack is designed to help increase customer response rate and therefore provide greater insight into the customer experience. Smileback integrates with a company’s ticketing,support, and help desk systems to alert the support team  of new customer feedback and provide access to customer details and data.

On TrustRadius, SmileBack is reviewed primarily by users from small businesses (80%). Users of SmileBack on TrustRadius appreciate its fast setup and integration with existing systems, easy to fill out customer feedback forms, and the ability to gather insights from SmileBack’s customer feedback analytics. 

“After 10 years using a question and answer surveying system with a response time of less than 1% we decided to move to SmileBack and the day after our implementation we started receiving around 20% feedback. Our organisation started reaping the benefits of surveying from day one!… Due to the amazing response from clients, we recommend SmileBack – easy to use and easy to integrate.”

Patrick Cutajar | Managing Director | Information Technology and Services Company 


BirdEye is a customer feedback software solution which enables marketing and customer support teams to gather and manage customer reviews and other forms of feedback. BirdEye includes review monitoring and alerting, email and SMS customer review solicitation, online review management (i.e. responding, ticket creation, etc.), and review sharing features. Other than using customer feedback for marketing enablement, BirdEye  supports issue escalation from negative review to support ticket, and integrates with help desk solutions to provide fast remediation for customer issues.

While BirdEye offers plans for all size businesses, the majority of BirdEye reviewers on TrustRadius come from small companies (63%). BirdEye’s users frequently report a vast increase in the volume of customer reviews they were able to successfully obtain using BirdEye, and appreciate the easy and streamlined review experience  BirdEye creates for customers. 

“BirdEye is changing the game with reputation management. By providing business owners the ability to overcome issues, acquire positive reviews, and work more effectively with their clients and customers, BirdEye is making both businesses and customers better. Currently I have clients I have enrolled in BirdEye and I work with clients that have enrolled in BirdEye.”

Aaron Metzger | Founder | Internet Company 

Congratulations to the winners of the Top Rated Consumer Ratings & Reviews Software Award!

What is consumer ratings & reviews software?

Consumer ratings & reviews software provide companies with a way of collecting customer feedback at scale, and using it as a way to boost their brand reputation. These products help provide a means for satisfied customers to leave reviews and a lifeline for customers who’ve had a negative experience. This gives the customer support or marketing team a chance to respond to disgruntled customers and resolve any issues they may have.

Reviews are also one of the most powerful means of creating a sense of credibility among potential customers who have had little experience with a business or its products. In this way, consumer ratings and reviews software help businesses create a valuable form of user-generated content.

Ratings & reviews software typically include features like alerts when a new review or survey has been filled out, reputation management tools, and ability to collect customer feedback across multiple channels.  Some vendors include consumer ratings & reviews management capabilities in their social media monitoring and social marketing products, which in turn are a part of social media management suites. 

Top Rated criteria

Products included in the 2019 Top Rated Consumer Ratings & Reviews Software list must have been in the top tier of their category TrustMap as of June 3rd, 2019. To qualify for the Consumer Ratings & Reviews Software Top Rated Award, products must have at least 10 reviews written within the past year, a TRScore of at least 7.5 out of 10, and must receive at least 1.5% of the traffic in their category.  Every reviewer is verified and every review is vetted before publication. Products are plotted on the TrustMap based on end-user data, including users’ likelihood to recommend scores as well as buyer research patterns. To learn more about TrustMaps and Top Rated methodology, check out this page.

About the Author

Elizabeth Sullivan-Hasson
Elizabeth is a Research Analyst at TrustRadius where she focuses on tracing the evolution of business software and finding new ways to synthesize and visualize reviewer data. Elizabeth has a BA in Economics and Political Science from the University of Massachusetts Amherst and an MSc in International Development from the London School of Economics. When she’s not in the office, Elizabeth enjoys exploring new cities, hiking, trying out new recipes, and diving into sci-fi novels.

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