Overview Leaderboard Methodology
Industry Report

Voice of Customer Platforms

Integrated platforms that collect and unify customer feedback from surveys, reviews, support tickets, and social channels for insights and action.

Brands tracked: 37
Brands analyzed: 37
Last updated: 2026-04-22
Model: OpenAI GPT-5
Prompts: 287
Total responses: 1,470
Top Brand Overall?
Qualtrics
94/100

Highest overall AI Visibility Score in this industry.

LBA Leader?
Hotjar
87

Highest score on the LBA metric.

Authority Leader?
Qualtrics
100

Highest score on the Authority metric.

TOM Leader?
Qualtrics
100

Highest score on the TOM metric.

Qualtrics is the default answer in AI responses for Voice of Customer Platforms

When users ask ChatGPT, Claude, or Gemini about Voice of Customer Platforms, Qualtrics is the brand that surfaces first - unprompted, consistently, and usually at the top of any list the model generates. Medallia is a close second, but the gap between them is meaningful. If you're competing in this space and you're not in the top handful, you're effectively invisible to AI-driven discovery.

Brand Leaderboard All 37 Voice of Customer Platforms brands ranked

Ranked by overall AI Visibility Score (geometric mean of LBA, Authority, and TOM). Click any brand for the full report.

# Brand LBA Authority TOM Overall
1
Qualtrics
qualtrics.com
 84
100
100
94
2
Medallia
medallia.com
 78
67
95
79
3
SurveyMonkey
surveymonkey.com
 73
34
80
58
4
Zendesk
zendesk.com
 83
21
52
45
5
Delighted
delighted.com
 68
22
54
43
6
Typeform
typeform.com
 75
17
23
31
7
InMoment
inmoment.com
 68
5
47
26
8
Sprinklr
sprinklr.com
 75
7
32
25
9
Hotjar
hotjar.com
 87
6
26
24
10
Chattermill
chattermill.com
 56
3
31
17
11
AskNicely
asknicely.com
 65
2
25
15
12
Intercom
intercom.com
 86
8
5
15
13
Alchemer
alchemer.com
 75
3
6
12
14
Pendo
pendo.io
 72
0
48
10
15
Survicate
survicate.com
 62
4
4
10
16
Forsta
forsta.com
 55
0
9
5
17
Birdeye
birdeye.com
 82
0
17
2
18
GetFeedback
getfeedback.com
 63
0
13
2
19
Nicereply
nicereply.com
 63
0
6
2
20
Thematic
getthematic.com
 50
0
9
2
21
UserTesting
usertesting.com
 75
0
18
2
22
Clarabridge
clarabridge.com
 68
0
1
1
23
Confirmit
confirmit.com
 63
0
0
1
24
Podium
podium.com
 66
0
2
1
25
ReviewTrackers
reviewtrackers.com
 70
0
0
1
26
SentiSum
sentisum.com
 41
0
3
1
27
Zonka Feedback
zonkafeedback.com
 53
0
4
1
28
CheckMarket
checkmarket.com
 39
0
0
0
29
CustomerGauge
customergauge.com
 51
0
0
0
30
Listen360
listen360.com
 36
0
0
0
31
LocalClarity
localclarity.com
 28
0
0
0
32
Mopinion
mopinion.com
 53
0
0
0
33
OpinionLab
opinionlab.com
 59
0
0
0
34
Questback
questback.com
 43
0
0
0
35
Reputation
reputation.com
 74
0
0
0
36
SMG
smg.com
 16
0
0
0
37
Sogolytics
sogolytics.com
 54
0
0
0

How is this calculated? Methodology

Every brand in this leaderboard is scored against the same set of 287 shared Voice of Customer Platforms prompts. The same prompts, same model, same iterations. So differences in scores reflect actual differences in AI visibility, not differences in measurement.

Overall AI Visibility Score
Geometric mean of LBA, Authority and TOM: (LBA × Authority × TOM)^(1/3). Geometric mean is used so that any single weak metric pulls the overall score down, rather than being masked by strength elsewhere.
Shared industry prompts
For Authority and TOM, all brands in the industry are scored against the same 287 category prompts (e.g. "best SEO tools for agencies"). This makes brand-to-brand comparisons valid - everyone faces identical inputs. LBA prompts are per-brand because they ask brand-specific questions.
Latent Brand Association (LBA)
5 brand probes + 1 control prompt, each run 5 times in recall mode (no web search). LBA = quality × meta × stability × share × recognition × 100. Read the full LBA methodology →
LLM Authority
50 organic category prompts (discovery, comparison, problem and transactional intents), each run once in recall mode and once in retrieval mode. Score = frequency × log-decayed prominence × intent weight, then 50/50 averaged across the two modes. Read the full Authority methodology →
Top of Mind (TOM)
15 high-volume discovery prompts (sourced from Keywords Everywhere search-volume data), each run 5 times in pure recall mode (no web). Score = frequency × (0.5 + 0.5 × log-prominence), volume-weighted. Read the full TOM methodology →