Customer Thermometer

Customer Thermometer gathers customer ratings and comments through short surveys placed inside emails, support tickets and other communications. It suits service and support teams that want feedback close to an interaction, with reporting and alerts included across plans. The main constraint is that response capacity, rather than user seats, determines which paid tier you need.

Overview

The product’s defining approach is to let customers rate service without leaving the message or ticket they are already reading. That makes it a practical choice for teams trying to reduce friction in post-interaction feedback collection. Customer Thermometer was founded in 2011 and is headquartered in Brighton, United Kingdom; the company says its customers range from startups to global brands in more than 160 countries.

Every plan includes reporting and email alerts for responses and comments. NPS and Personalized Ribbon reporting require at least 200 responses, so they begin with the Jumper plan rather than the $9.00 tier. Response allowances roll over, but an account can hold no more than twice its monthly allowance at once, an important limit for uneven feedback volumes.

Key features

Embedded feedback: Customers can submit ratings and comments directly within emails, support tickets and other communications. This is well suited to service teams that want feedback in the context of the interaction instead of directing customers to a separate survey page.

Reporting and alerts: Full reporting and email alerts for responses and comments are included on all plans. NPS and Personalized Ribbon reporting become available on plans with 200 or more responses per month.

Integrations: Connections are listed for Gmail, Outlook, Zendesk, Salesforce, ServiceNow and ConnectWise, covering common mail, CRM and service-desk workflows.

Data access: Automatic exports can use the API or webhooks, while CSV export supports manual analysis. This gives teams routes for both operational automation and occasional spreadsheet work.

Security and compliance: Network traffic uses TLS 1.2 and 1.3, and survey data is stored in Microsoft Azure managed databases in the UK. The maker states GDPR and CCPA compliance and registration with the UK Information Commissioner's Office. It does not claim HIPAA compliance. SAML and SSO integrations, including PingOne, SiteMinder and Okta, are offered to enterprise clients.

Pricing

A free account includes 10 surveys with no credit card required. Paid plans are billed monthly. Unused responses roll over, subject to the account cap of twice the plan's monthly response allowance.

PlanPriceAllowance and termsAt the Beach$9 a month0 responses; retain and view account dataJumper$49 a month200 responses per month; unlimited users/agentsFlyer$99 a month500 responses per month; unlimited users/agentsMach 1$159 a month1,000 responses per month; unlimited users/agentsMach 2$259 a month5,000 responses per month; unlimited users/agentsMach 3$400 a month10,000 responses per month; unlimited users/agentsMach 4$700 a month20,000 responses per month; unlimited users/agentsEnterpriseCustom pricingLarger plans, multiple accounts, bespoke reporting and flexible invoicing termsAt the Beach is an archival tier: it keeps and exposes account data but provides no response allowance. Jumper is the first functional response plan and the lowest tier with NPS and Personalized Ribbon reporting. Flyer and Mach 1 suit growing teams with several hundred to 1,000 monthly responses; Mach 2 through Mach 4 are for high-volume programmes. Unlimited users and agents on these plans avoid a separate seat calculation, while Enterprise is the route for multiple accounts or bespoke reporting.

Platforms

Customer Thermometer is offered on the web and iOS, with an API for integrations and automated data flows.

Who it's for

Choose it when customer feedback belongs inside email or ticket workflows, particularly for support and service operations that need response alerts, reporting and integrations with established tools. The response-based pricing and unlimited users favour organisations with a known feedback volume and broad internal participation. It is less suitable if you need HIPAA compliance, a response-free paid tier, or pricing based on a very small number of occasional responses.

Pros and cons

Pros

Ratings and comments are collected inside emails and tickets, keeping the request close to the service interaction.

Reporting and response/comment alerts are included across plans.

Unlimited users and agents on response plans let larger teams participate without per-seat charges.

API, webhooks and CSV export support both automated and manual data use.

Cons

The $9.00 plan has zero responses, so it cannot be used for active collection.

NPS and Personalized Ribbon reporting start at 200 responses per month.

Rollover is constrained by a two-times allowance account cap, which can matter after a quiet period followed by a surge.

HIPAA compliance is not claimed.

Alternatives

For a broader NPS-focused shortlist, see Net Promoter Score Software; for general feedback tools, compare Customer Feedback Software and Survey Software.

Formbricks is a freemium option with web, mobile, API and self-hosted platforms; its Hobby plan allows 250 responses per month.

Fynzo Survey offers a free plan with unlimited surveys, questions and responses.

Refiner has a free tier capped at 25 survey responses per month.

Mapster provides a web free plan with 50 responses per month and unlimited surveys.

SatisMeter has a free plan for 25 responses per month and no free trial.

NPS Surveys by SalesHub targets paid NPS and CSAT programmes, with CX Lite at $3,500 per organisation per year.

nps.today offers a one-month free trial with 50 surveys per month.

Survicate has a no-time-limit free plan allowing 25 responses per month and three teammates.

Verdict

Customer Thermometer is a strong fit for support and service teams that want embedded feedback, dependable alerts and reporting without user-seat charges. Choose it when your response volume is predictable and your workflow matches its integrations. Look elsewhere if you need HIPAA compliance, a genuinely usable low-volume paid tier, or a survey product whose free allowance remains substantial.