Overview

Refiner brings survey collection, targeting, reporting, and integrations into one product. Its formats cover NPS, CSAT, CES, product-market-fit research, user research, onboarding and UX feedback, user profiling, and in-app messages or calls to action. That range suits software teams running ongoing feedback programs; teams needing only basic forms may find less reason to use the broader toolkit.

Surveys can be targeted using traits, behavior, device, language, or prior responses, then triggered after an event or delay. This helps teams ask for feedback in context rather than sending every survey to every user. Reporting includes NPS, CSAT, and CES charts with trend lines, response segmentation, filters, and AI tagging of open-text responses. AI translations and an MCP server that gives AI assistants access to survey data add options for working with responses.

Integrations include Segment, RudderStack, Amplitude, Mixpanel, Salesforce, HubSpot, Slack, Microsoft Teams, Zapier, Make, REST API, and webhooks. They sync new data after configuration, but do not sync historical survey responses. Teams moving an established feedback program should account for that gap rather than expect old results to flow into connected tools.

Refiner says it has SOC 2 Type II, GDPR, CCPA, and HIPAA compliance frameworks. User data is hosted in AWS EU-WEST-1 in Ireland and stays within the EU by default; Refiner says data is encrypted in transit with TLS 1.2 and at rest with AES 256-bit encryption. Customers can delete individual user records, purge environments, or set automatic deletion of old user data. After a subscription ends, data may remain available for export for up to 180 calendar days.

Key features

Multichannel surveys: In-app and mobile surveys, website popups, email surveys, and shareable links let teams reach respondents through several channels.
Flexible survey programs: NPS, CSAT, CES, PMF, research, onboarding, UX, profiling, and in-app calls to action cover both measurement and product feedback needs.
Contextual targeting: Traits, behavior, device, language, prior responses, and event- or delay-based triggers help narrow when and to whom surveys appear.
Reporting and AI: Metric charts, trend lines, segmentation, filters, open-text auto-tagging, and translation support analysis, while the MCP server makes survey data accessible to AI assistants.
Connected workflows: Product analytics, CRM, messaging, automation, API, and webhook integrations connect new survey data to other systems. Historical responses are not synced.

Pricing

Refiner is freemium, with a free plan and a 30-day trial. Paid plans are available with monthly or annual billing; annual plans are approximately 17% cheaper. Essentials and Growth have custom pricing, while Enterprise uses custom pricing based on monthly active users.

Free — 0.00 USD per free: Essentials features with 25 survey responses per month. It works for a small pilot, but the cap is restrictive for teams collecting feedback across a sizable user base. The plan automatically applies after a trial ends or a paid subscription is cancelled.
Free trial — 0.00 USD per free: All survey features and integrations for 30 days, capped at 100 survey responses, with no credit card required. It offers a limited evaluation window; teams should account for the response cap when assessing a higher-volume program.
Essentials — custom pricing: Up to 500,000 MAU, 10,000,000 monthly pageviews, 20 simultaneously published surveys, four environments, and unlimited survey responses. This is the paid tier for teams within those audience and survey limits.
Growth — custom pricing: Up to 1,000,000 MAU, 20,000,000 monthly pageviews, 50 simultaneously published surveys, 12 environments, and unlimited survey responses. The higher ceilings suit larger programs or teams managing more environments and concurrent surveys.
Enterprise — custom pricing: Custom monthly active users, unlimited simultaneously published surveys, unlimited environments, and unlimited team members. It also includes priority technical support and dedicated customer success, making it the tier for organizations needing room beyond Growth and more direct assistance.

Paid plans include documentation and email support. Essentials and Growth share the same unlimited-response allowance, but differ in MAU, pageview, survey, and environment limits; teams should match those ceilings to their deployment rather than focus on response volume alone.

Platforms

Refiner supports Android, iOS, web, and API platforms. Its mix of mobile and web coverage fits software teams collecting feedback across app and website experiences.

Who it's for

Refiner is a strong fit for software companies running targeted, ongoing feedback programs and connecting survey results to analytics, CRM, messaging, or automation tools. Its varied survey types and targeting are useful when feedback needs to follow user context or product events. It is less compelling for teams that need only simple forms, or for programs that depend on integrating historical responses into connected systems.

Pros and cons

Pro — Broad survey coverage: NPS, CSAT, CES, PMF, research, onboarding, UX, profiling, and in-app calls to action support more than a single feedback use case.
Pro — Contextual targeting across channels: Teams can tailor surveys by user traits and behavior, among other criteria, and use event- or delay-based triggers across in-app, mobile, web popup, email, and link formats.
Pro — High paid-plan ceilings: Essentials and Growth allow unlimited survey responses, with stated MAU, pageview, survey, and environment limits that accommodate substantial programs.
Pro — Data controls and EU hosting: EU-default hosting, encryption, deletion options, and export availability for up to 180 calendar days after subscription end give teams specific controls over user data.
Con — Tight free allowance: The free plan is capped at 25 responses per month, so it is suited to a small test rather than sustained feedback collection.
Con — No historical integration sync: Integrations sync new data after setup only, leaving teams unable to backfill earlier survey responses through those connections.
Con — Paid pricing is custom: Essentials, Growth, and Enterprise have no fixed prices stated, making it harder to compare cost before requesting pricing.

Alternatives

For a wider comparison of NPS products, see Net Promoter Score Software; for tools spanning survey use cases, browse Survey Software.

Formbricks is another freemium, multi-platform option, with a Hobby plan that allows one workspace and 250 responses per month; consider it if that response allowance and workspace structure suit your needs.
Survicate offers a free plan with 25 responses per month, three teammates, and 300 responses across active surveys; it is worth comparing if those team and survey caps match your requirements.
Wootric is a paid alternative with a Professional plan covering one journey point, one metric, and up to five seats; consider it if that defined scope is a closer fit.
nps.today is a paid alternative with a one-month free trial offering 50 surveys per month and email; compare it if that trial allowance and channel fit your evaluation.
Zonka Feedback is another option, with AI Feedback Intelligence priced by custom quote based on data credits and bundleable with Feedback Management.
Fynzo Survey has a freemium plan whose listed features include unlimited surveys, questions, and responses; consider it if those survey limits are the priority.
Mapster offers a web-only free plan with 50 responses per month, unlimited surveys, and all features included; it may suit teams comfortable with a web platform and that response cap.
SatisMeter has a free plan with 25 responses per month and an estimate of about 250 active users, which is a recommendation rather than a limit; compare it if that scale aligns with your program.

Verdict

Choose Refiner if your software team needs contextual, multichannel surveys, broad feedback formats, and reporting connected to product and CRM workflows. Its targeting and generous paid response allowances are the main reasons to shortlist it. Look elsewhere if a small free allowance is not enough, you need historical responses synced into integrations, or you require transparent fixed pricing before engaging with a vendor.

	CustomerHero	Refiner
Free plan	No	Yes
Free trial	No	Yes
Paid from	—	Free
Open source	No	No
Platforms	Web	Android, api, iOS, Web
NPS surveys	Yes	—
In-app feedback	Yes	—
Sentiment analysis	Yes	—
Free plan	—	Yes

CustomerHero vs Refiner

CustomerHero

Refiner