Bram De Vos"Is GetFeedback shutting down?" is the wrong question, and the right answer decides your whole migration. The product has split in two: GetFeedback Direct, the Salesforce-native survey line, sunsets on 31 December 2026, while GetFeedback Digital, the website and in-app intercept product, survives and has been renamed simply GetFeedback. If your surveys live inside Salesforce, you are migrating this year. This guide decodes the split, covers what to secure before the sunset, and compares ten alternatives for the teams that need to move.
The details come from the consolidation Qualtrics and SurveyMonkey have been running across their portfolios: GetFeedback Direct closes on 31 December 2026, with SurveyMonkey named as the designated migration home, while the Digital product continues under the GetFeedback name. The same wave retires Delighted in June 2026. Three products, two shutdowns, one renaming: no wonder buyers are confused, and no wonder every sales conversation about "GetFeedback" now needs the product line confirmed in writing.
First, work out which GetFeedback you have
Everything below depends on this fork:
- You have GetFeedback Direct if your surveys are built and triggered inside Salesforce, results write back to Salesforce records, and your admin thinks of it as a Salesforce app. You are affected: the product ends on 31 December 2026.
- You have GetFeedback Digital if your use case is website and in-app intercept surveys, installed via a script on your site. You are not being shut down, though you are living through a rebrand and a consolidation, which is its own reason to watch the roadmap.
If you run both, you are migrating the Direct half regardless, and it is worth deciding whether keeping the Digital half with a vendor mid-consolidation still makes sense.
What to secure before the sunset
- Export your response history from Direct, per survey, while the account is healthy. Salesforce keeps the records you wrote back, but the survey-side data, timestamps and metadata leave with the product.
- Document the Salesforce wiring. Which objects trigger which surveys, which fields results write to, which flows and reports depend on them. This document is your real requirements list; it is also what makes quotes comparable.
- List the users who touch it. Direct's strength was living where the CRM team already worked. Whoever replaces it must either integrate as deeply or be simple enough that leaving Salesforce for it is not a daily tax.
- Do not auto-accept the default path. SurveyMonkey is the designated home, and for simple survey needs it is a reasonable one. But "designated" means convenient for the vendor, not necessarily right for your CX programme. Treat it as one option on the shortlist, not the conclusion.
How to choose a replacement
- Integration depth where you live. Trigger on CRM events, write results back, and route alerts to owners inside the tools your teams already use; check the integrations list against your stack rather than the logo wall.
- Keep the trigger logic. Direct's core value was event-triggered surveys at the right touchpoint; your replacement must reproduce that or the programme quietly degrades into batch sends.
- Upgrade the analysis. If the tool only moves scores into Salesforce fields, you keep the number and lose the why. Topic-level reading of open answers is where the next platform should beat the old one.
- Mind the ecosystem risk. You are migrating because a product joined a bigger portfolio and lost. Weigh how central CX feedback is to each vendor's actual business.
- Check the compliance fit. For European customer data, EU hosting simplifies every conversation you will have with legal for the next five years.
Quick comparison
| Platform | Best for | Salesforce fit | Migration effort from Direct |
|---|---|---|---|
| Hello Customer | Turning touchpoint feedback into ranked actions | Native integration, alerts into CRM workflows | Low to medium |
| SurveyMonkey | The designated path, simple survey needs | Connector | Low |
| Qualtrics XM | Enterprise XM programmes | Deep, at enterprise effort | High |
| Medallia | Large omnichannel programmes | Deep, at enterprise effort | High |
| Survicate | Budget-friendly multi-channel surveys | Connector | Low |
| AskNicely | Frontline NPS rhythms | Connector | Low |
| zenloop | Automated NPS loops for e-commerce | Light | Low |
| Alchemer | Flexible surveys, workflow logic | Connector, solid | Medium |
| Typeform | Conversational forms | Light | Low |
| InMoment | Combined CX and reputation, mid-enterprise | Solid | Medium to high |
1. Hello Customer
Best for: teams that used GetFeedback Direct to measure touchpoints and want the next platform to also tell them what to fix.
GetFeedback Direct made asking easy at the right Salesforce moment. What it never really did was read the answers. We built Hello Customer for exactly that second half: the open text under every score, turned into topics, sentiment and priorities automatically.
Keep the trigger logic. Surveys fire on events, a closed case, a delivery, a renewal, per touchpoint, in the customer's language. The transactional NPS, CSAT and CES mechanics your programme runs on carry over rather than restart.
Keep the CRM connection. Salesforce integration means scores and topics land where your account teams work, and detractor alerts become tasks for named owners while follow-up still matters, with close-the-loop workflows tracking that the follow-up happened.
Gain the analysis Direct never had. Our AI engine ISAAC classifies every open answer by topic with sentiment per topic, in dozens of languages, natively rather than through translation. Ask ISAAC answers plain-language questions, "what are detractors angry about this quarter?", with the verbatims behind every claim, so a CRM admin, a service lead and a board member all get answers without learning an analytics tool.
The practical stuff. EU-hosted, GDPR-clean, ISO 27001-certified, onboarding in days rather than quarters, and volume-based pricing so access does not ration by seat. Some of our customers that close the loop on both customer and management levels report minimum 2.3% annual churn decrease and 11% revenue increase.
Limitation: if all you need is a form builder inside Salesforce with no analysis ambitions, lighter tools exist, including the designated one.
Pricing: volume-based; book a demo and bring your Salesforce trigger map, we will tell you honestly what carries over.
2. SurveyMonkey
Best for: teams that want the path of least resistance and have simple survey needs.
SurveyMonkey is the designated migration home for retiring Direct customers, and the honest case for it is real: familiar tool, fast setup, procurement already knows the name, and the vendor is actively building the migration lane. For teams whose use of Direct was occasional surveys with light Salesforce wiring, this is the low-friction answer.
The equally honest caveat: SurveyMonkey is a general survey platform, not a CX system. Topic-level text analysis, per-touchpoint programmes and closed-loop discipline are thin, and the Salesforce connection is a connector, not the native embed you are leaving. Fine for measuring; limited for acting.
Pricing: per-seat tiers.
3. Qualtrics XM
Best for: enterprises ready to run experience management as a discipline.
Qualtrics XM offers the deepest platform on this list: research-grade surveys, dashboards, text analysis and a Salesforce integration that can do almost anything, given the time and people to configure it. If your Direct programme was the small start of a bigger XM ambition, the sunset is your excuse to make the leap properly.
The caveat is the same as ever: XM is priced, implemented and staffed like the enterprise suite it is. A tool your CRM admin ran part-time does not translate into a platform that expects a programme team.
Pricing: enterprise quote.
4. Medallia
Best for: large enterprises consolidating feedback across every channel.
Medallia competes at Qualtrics altitude with a signal-capture philosophy: surveys, voice, digital behaviour and social feeding operational workflows at scale. The Salesforce integration is mature, and for a multi-brand enterprise the governance layer is a genuine differentiator.
For a typical Direct customer the same size warning applies, and implementation is measured in months. Deliberate leaps only.
Pricing: enterprise quote.
5. Survicate
Best for: teams replacing Direct on a budget without giving up multi-channel sends.
Survicate covers email, link, web and in-product surveys with native connectors into Salesforce, HubSpot and the usual stack, at a price point that makes finance smile. Templates and setup speed mean the first survey ships the week you sign.
Analysis is the trade-off: solid reporting, light text analytics. If the open answers matter to your programme, budget your own time to read them or pair the tool with an analysis layer.
Pricing: tiered, generous entry level.
6. AskNicely
Best for: frontline service teams that want NPS driving daily behaviour.
AskNicely streams scores and comments to the people who deliver the experience, with coaching workflows and mobile dashboards built for frontline rhythm. Where Direct served the CRM team, AskNicely serves the operations floor, and for service brands that is often where feedback actually changes something.
Scope is the limit: NPS-first, light on broader survey types and deep text analysis.
Pricing: per-seat tiers.
7. zenloop
Best for: e-commerce teams that want automated NPS loops without a heavy platform.
zenloop, built in Berlin and part of saas.group since 2023, runs trigger-based NPS with detractor routing and pre-built close-the-loop playbooks. It is a natural fit for shop-system stacks, and one of the friendlier European landing spots in this consolidation season.
It is NPS-first by design: broader surveys, multilingual analytics and Salesforce depth are not the point. Right-sized for e-commerce; undersized for a CRM-centric enterprise programme.
Pricing: tiered.
8. Alchemer
Best for: teams that need flexible survey logic and workflows without enterprise pricing.
Alchemer, the former SurveyGizmo, sits deliberately between the simple tools and the tier-one suites: strong question logic, workflow automation and a serviceable Salesforce integration. For Direct customers whose surveys had grown complex, it preserves that sophistication at mid-market cost.
The brand is quieter than its capability, and CX-specific features like closed-loop management take configuration rather than coming ready-made.
Pricing: tiered.
9. Typeform
Best for: marketing-led teams that care how the survey feels.
Typeform's conversational format still gets response rates that ugly forms do not, and for research, lead-gen and occasional CX pulses it is a pleasure to build in. Integrations cover the standard stack, Salesforce included, at connector depth.
It is not a programme platform: recurring transactional measurement, alerting and analysis live elsewhere. Choose it for the form experience.
Pricing: per-response tiers.
10. InMoment
Best for: mid-enterprise teams combining CX measurement with reputation management.
InMoment blends surveys, review management and text analytics with a solid Salesforce story, positioned a step below the Qualtrics and Medallia altitude. For Direct customers who also juggle reviews and locations, the combination is genuinely convenient.
Expect a heavier sales and implementation process than the tool you are leaving, and check that the analytics tier you are quoted includes the text analysis you actually want.
Pricing: quote-based.
The migration checklist
- Confirm your product line in writing. Direct migrates; Digital continues. Every decision follows from this.
- Export Direct's history per survey, and archive it outside a laptop.
- Map the Salesforce wiring: triggers, write-backs, flows, reports. This is your requirements document.
- Shortlist against the wiring map, and ask each vendor who rebuilds the triggers and what a history import looks like.
- Parallel-run one cycle before the December cutoff, and compare response rates before switching off.
Frequently asked questions
Is GetFeedback shutting down?
Partly. GetFeedback Direct, the Salesforce-native survey product, sunsets on 31 December 2026. GetFeedback Digital, the website and in-app intercept product, continues and has been renamed simply GetFeedback.
What is the official GetFeedback Direct replacement?
SurveyMonkey is the designated migration home. It is a reasonable default for simple survey needs, and a downgrade for programmes that relied on deep Salesforce embedding or need real analysis of open answers.
Can I export my GetFeedback data?
Yes, survey responses export per survey. Do it well before December 2026, and remember the Salesforce write-back fields stay in your CRM either way.
What is the best GetFeedback alternative for Salesforce users?
It depends on what Direct actually did for you. For deep touchpoint programmes with analysis, Hello Customer connects to Salesforce and adds the reading of open answers Direct never had. For simple embedded surveys, SurveyMonkey or Survicate carry the load at lower cost.
Should Digital customers also move?
Not urgently: the product continues. But a rebrand mid-consolidation is a reasonable prompt to check the roadmap, and if your intercept surveys feed a broader sentiment and text analysis practice, consolidating onto one platform may serve you better than staying on a surviving fragment.
Decide by the wiring, not the brand
The GetFeedback name survives, which makes this migration confusing on purpose. Ignore the brand and follow your own wiring map: what triggers, what writes back, who reads the answers. Whichever platform reproduces that map and finally reads the open text underneath it is the right landing spot. If that last part is the upgrade you have been waiting for, book a demo and bring the map.