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Customer Success · head to head

InMoment vs Planhat

InMoment logo

InMoment

Customer Success

Enterprise experience management combining customer feedback, text analytics and case management, quote priced

From
On request
Rated
-
Full reviewWebsite
Planhat logo

Planhat

Customer Success

The Beautiful Customer Platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: InMoment there is no published pricing anywhere, so a buyer cannot build a shortlist by cost without first entering a sales process with InMoment directly.; Planhat implementation demands data-modeling expertise and dedicated technical administration
  • They diverge on capability: InMoment covers Multi-channel feedback collection, Planhat covers Customer portals.
  • Prices and features above were last checked on 2 September 2026.

Where they differ

Only the attributes on which InMoment and Planhat actually diverge.

Attributes where InMoment and Planhat differ
AttributeInMomentPlanhat
Pricing modelquoteUnknown
PlatformsWeb, iOS, AndroidWeb
FoundedUnknown2015

Identical on both: starting price (On request), free tier (No), user rating (Not yet rated), category (Customer Success).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in InMoment

  • Multi-channel feedback collection
  • Text and sentiment analytics
  • Case management
  • Location-level reporting
  • Review site integration
  • API and CRM integration

Only in Planhat

  • Customer portals
  • Revenue analytics
  • Health scores
  • Playbooks
  • Usage tracking
  • Salesforce
  • HubSpot
  • Segment

What people use each for

The jobs each tool is most often brought in to do.

InMoment

  • A multi-location retail chain aggregating customer feedback and public reviews across hundreds of storesnot Planhat
  • A hotel group needing case management so a bad review triggers a follow-up task for the right property managernot Planhat
  • A healthcare system routing patient experience feedback to the relevant department automaticallynot Planhat
  • A financial services company needing text analytics on open-ended feedback at a volume manual review cannot handlenot Planhat

Planhat

  • Customer Successnot InMoment
  • Customer Portalsnot InMoment
  • Data Managementnot InMoment

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

InMoment

  • There is no published pricing anywhere, so a buyer cannot build a shortlist by cost without first entering a sales process with InMoment directly.
  • It is built for high-volume, multi-location feedback programmes, so a single-location business or small team gets a platform sized well beyond its actual need.
  • Implementation and customisation require technical expertise, and reviewers note the platform can be expensive and complex to configure for a specific workflow.
  • Professional services are billed separately from platform access, so the effective first-year cost is typically higher than the ongoing annual platform fee alone.
  • It is easy to confuse with the catalogued Momen no-code product or with smaller customer feedback tools; InMoment is specifically enterprise-scale experience management, not a lightweight feedback widget.

Planhat

  • Implementation demands data-modeling expertise and dedicated technical administration
  • Zero pricing transparency requiring direct sales engagement for quotes
  • Integration and data synchronization complexity requiring developer involvement
  • Users report data inaccuracies affecting platform reliability

Pricing, plan by plan

InMoment

On request
  • InMoment XI Platform$undefined/year
    • Priced by response volume, users and modules licensed
    • Separate line items for platform access and professional services
    • Entry-level configurations start in the low hundreds of dollars a month

Planhat

On request
  • Start-Up$1150/month
    • Customer 360
    • Health scores
    • Basic playbooks
  • Professional$1750/month
    • All Start-Up features
    • Advanced playbooks
    • Renewal forecasting
  • Enterprise$undefined/mo
    • All Professional features
    • Advanced analytics
    • Dedicated support

Which should you pick?

Choose InMoment if

  • You need multi-channel feedback collection.
  • You work on Web, iOS, Android.
  • You also want text and sentiment analytics.
InMoment review

Choose Planhat if

  • You need customer portals.
  • You also want revenue analytics.
Planhat review

Questions people ask

Is InMoment or Planhat better?
Neither clearly leads. InMoment starts at On request and Planhat at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, InMoment or Planhat?
InMoment starts at On request and Planhat at On request.
Does InMoment or Planhat run on more platforms?
InMoment runs on Web, iOS, Android. Planhat runs on Web.
What is InMoment best used for?
InMoment is most often used for a multi-location retail chain aggregating customer feedback and public reviews across hundreds of stores, a hotel group needing case management so a bad review triggers a follow-up task for the right property manager, a healthcare system routing patient experience feedback to the relevant department automatically, a financial services company needing text analytics on open-ended feedback at a volume manual review cannot handle. Of those, a multi-location retail chain aggregating customer feedback and public reviews across hundreds of stores and a hotel group needing case management so a bad review triggers a follow-up task for the right property manager are not what Planhat is typically brought in for.
What can InMoment do that Planhat cannot?
InMoment covers Multi-channel feedback collection, Text and sentiment analytics, Case management, Location-level reporting. Planhat covers Customer portals, Revenue analytics, Health scores, Playbooks.

Answered from the vendors’ own pages

InMoment: Does InMoment publish pricing?

No, every deployment is quoted individually based on feedback volume, users, modules and implementation scope.

Planhat: What is Planhat's pricing model?

Planhat uses custom, quote-based pricing with no published rates. Start-Up plans estimated at $1,150/month, Professional around $1,750/month ($25K-$45K/year for mid-market), and Enterprise from $50K-$100K+/year. All plans include unlimited users.

Source
InMoment: What size of organisation is InMoment built for?

Large, multi-location consumer businesses in retail, hospitality, healthcare and financial services running feedback programmes at scale.

Planhat: Does Planhat include unlimited users?

Yes. All Planhat plans include unlimited users, so scaling the platform across the organization does not increase per-seat costs.

Source
InMoment: Does InMoment include case management, not just survey collection?

Yes, flagged feedback routes into a case management workflow for frontline follow-up, not only reporting.

Planhat: What integrations does Planhat support?

Planhat offers a full REST API and webhooks for read/write access, enabling advanced integrations with CRMs, data warehouses, and other systems. However, integration complexity requires developer involvement.

Source
Planhat: How long does Planhat take to implement?

Planhat requires significant implementation time due to data modeling and configuration depth. The platform demands dedicated technical administration and planning expertise.

Source
Planhat: What customer success features does Planhat provide?

Planhat includes Customer 360 profiles, customizable health scores, playbooks and automations, renewal forecasting, expansion tracking, and flexible data modeling for complex customer lifecycles.

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