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Best Enterprise Feedback Management Software

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Enterprise feedback management (EFM) software allows companies to solicit and manage feedback and data from their customers in a centralized location. EFM software transforms customer feedback (e.g., surveys) into actionable information and enables the distribution of that information throughout an organization. Companies can use EFM systems to gather data on customers, employees, and market research. These tools are often designed for use by multiple parties in an organization who have varying roles and permissions, and are often integrated with CRM software.

While EFM software can have significant overlap with survey software and experience management software, the three categories are mutually exclusive. Compared to products in the Survey category, EFM products are more specific to business use cases and provide relevant features like Net Promoter Score (NPS) calculation and integrations with CRM software. They also provide more built-in analysis tools, triggers, and post-feedback actions compared to survey products. Meanwhile, products in the Experience Management category build on the core functionality of EFM by adding features that allow businesses to execute closed-loop actions based on received feedback.

Please note: Based on the stacking nature of these groups of products, the Experience Management, Enterprise Feedback Management, and Survey categories are mutually exclusive to provide clarity to the exact feature sets provided by each type of software solution.

To qualify for inclusion in the Enterprise Feedback Management category, a product must:

Provide all the features of a Survey solution
Enable organizations to solicit feedback from customers or stakeholders
Trigger alerts from collected feedback to send users regular feedback
Assign differing permissions to each employee or department to access specific customer information
Facilitate the distribution and analysis of data

Best Enterprise Feedback Management Software At A Glance

Best for Small Businesses:
Best for Mid-Market:
Best for Enterprise:
Highest User Satisfaction:
Best Free Software:
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Best for Enterprise:
Highest User Satisfaction:
Best Free Software:

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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243 Listings in Enterprise Feedback Management Available
(2,492)4.4 out of 5
Optimized for quick response
10th Easiest To Use in Enterprise Feedback Management software
View top Consulting Services for HubSpot Service Hub
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20% off
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    HubSpot's Service Hub is the only AI-powered customer service solution that delivers delightful support at scale with unified customer insights. Service Hub helps you scale your support teams with ea

    Users
    • Customer Success Manager
    • Customer Success Specialist
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 63% Small-Business
    • 34% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • HubSpot Service Hub Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    493
    Features
    307
    Helpful
    205
    Customer Support
    170
    Efficiency
    169
    Cons
    Missing Features
    171
    Ticketing Issues
    122
    Ticket Management
    121
    Limited Features
    115
    Lack of Features
    110
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • HubSpot Service Hub features and usability ratings that predict user satisfaction
    8.6
    Ease of Use
    Average: 9.1
    8.6
    Brand Design Consistency
    Average: 9.0
    8.7
    Feedback Collection
    Average: 9.2
    8.6
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    HubSpot
    Company Website
    Year Founded
    2006
    HQ Location
    Cambridge, MA
    Twitter
    @HubSpot
    804,639 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    11,117 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

HubSpot's Service Hub is the only AI-powered customer service solution that delivers delightful support at scale with unified customer insights. Service Hub helps you scale your support teams with ea

Users
  • Customer Success Manager
  • Customer Success Specialist
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 63% Small-Business
  • 34% Mid-Market
HubSpot Service Hub Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
493
Features
307
Helpful
205
Customer Support
170
Efficiency
169
Cons
Missing Features
171
Ticketing Issues
122
Ticket Management
121
Limited Features
115
Lack of Features
110
HubSpot Service Hub features and usability ratings that predict user satisfaction
8.6
Ease of Use
Average: 9.1
8.6
Brand Design Consistency
Average: 9.0
8.7
Feedback Collection
Average: 9.2
8.6
Feedback Aggregation
Average: 8.8
Seller Details
Seller
HubSpot
Company Website
Year Founded
2006
HQ Location
Cambridge, MA
Twitter
@HubSpot
804,639 Twitter followers
LinkedIn® Page
www.linkedin.com
11,117 employees on LinkedIn®
(748)4.9 out of 5
Optimized for quick response
1st Easiest To Use in Enterprise Feedback Management software
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Glassbox is the premier provider of AI-fueled customer intelligence solutions, working with the world’s smartest digital brands to revolutionize the way companies engage and connect with their custome

    Users
    • Digital Analyst
    • Product Manager
    Industries
    • Financial Services
    • Insurance
    Market Segment
    • 77% Enterprise
    • 18% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Glassbox Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    234
    Session Replay
    203
    Insights
    193
    Customer Understanding
    155
    Helpful
    154
    Cons
    Session Issues
    79
    Not Intuitive
    74
    Session Management
    74
    Missing Features
    68
    Learning Curve
    66
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Glassbox features and usability ratings that predict user satisfaction
    9.7
    Ease of Use
    Average: 9.1
    10.0
    Brand Design Consistency
    Average: 9.0
    10.0
    Feedback Collection
    Average: 9.2
    10.0
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Glassbox
    Company Website
    Year Founded
    2010
    HQ Location
    London
    Twitter
    @GlassboxDigital
    1,879 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    295 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Glassbox is the premier provider of AI-fueled customer intelligence solutions, working with the world’s smartest digital brands to revolutionize the way companies engage and connect with their custome

Users
  • Digital Analyst
  • Product Manager
Industries
  • Financial Services
  • Insurance
Market Segment
  • 77% Enterprise
  • 18% Mid-Market
Glassbox Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
234
Session Replay
203
Insights
193
Customer Understanding
155
Helpful
154
Cons
Session Issues
79
Not Intuitive
74
Session Management
74
Missing Features
68
Learning Curve
66
Glassbox features and usability ratings that predict user satisfaction
9.7
Ease of Use
Average: 9.1
10.0
Brand Design Consistency
Average: 9.0
10.0
Feedback Collection
Average: 9.2
10.0
Feedback Aggregation
Average: 8.8
Seller Details
Seller
Glassbox
Company Website
Year Founded
2010
HQ Location
London
Twitter
@GlassboxDigital
1,879 Twitter followers
LinkedIn® Page
www.linkedin.com
295 employees on LinkedIn®

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(5,606)4.4 out of 5
Optimized for quick response
9th Easiest To Use in Enterprise Feedback Management software
View top Consulting Services for Salesforce Service Cloud
Save to My Lists
Entry Level Price:Starting at $25.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

    Users
    • Salesforce Administrator
    • Salesforce Developer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 39% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Salesforce Service Cloud Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,414
    Case Management
    1,233
    Features
    1,201
    Efficiency
    1,032
    Helpful
    729
    Cons
    Complexity
    646
    Learning Curve
    626
    Missing Features
    561
    Steep Learning Curve
    479
    Limitations
    458
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Salesforce Service Cloud features and usability ratings that predict user satisfaction
    8.4
    Ease of Use
    Average: 9.1
    8.8
    Brand Design Consistency
    Average: 9.0
    8.7
    Feedback Collection
    Average: 9.2
    8.3
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    1999
    HQ Location
    San Francisco, CA
    Twitter
    @salesforce
    584,242 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    78,543 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

Users
  • Salesforce Administrator
  • Salesforce Developer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 39% Enterprise
Salesforce Service Cloud Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,414
Case Management
1,233
Features
1,201
Efficiency
1,032
Helpful
729
Cons
Complexity
646
Learning Curve
626
Missing Features
561
Steep Learning Curve
479
Limitations
458
Salesforce Service Cloud features and usability ratings that predict user satisfaction
8.4
Ease of Use
Average: 9.1
8.8
Brand Design Consistency
Average: 9.0
8.7
Feedback Collection
Average: 9.2
8.3
Feedback Aggregation
Average: 8.8
Seller Details
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
584,242 Twitter followers
LinkedIn® Page
www.linkedin.com
78,543 employees on LinkedIn®
Entry Level Price:$59.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Aha! is the world's #1 product development software. We help more than 1 million product builders bring their strategy to life. Our suite of tools includes Aha! Roadmaps, Aha! Ideas, Aha! Whiteboards,

    Users
    • Product Manager
    • Director of Product Management
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 48% Mid-Market
    • 31% Enterprise
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Aha is a product development tool used for managing epics, user stories, ideas, and more, with a focus on modern product development practices.
    • Reviewers frequently mention the exceptional customer support, the tool's ability to streamline intake processes, and its integration capabilities with other platforms like Jira and Salesforce.
    • Reviewers noted some limitations in the tool's user interface, the complexity of its hierarchy system, and the high cost of user licensing.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Aha! Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    60
    Ease of Use
    49
    Features
    47
    Helpful
    35
    Useful
    34
    Cons
    Learning Curve
    37
    Missing Features
    26
    Steep Learning Curve
    25
    Learning Difficulty
    21
    Not Intuitive
    21
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Aha! features and usability ratings that predict user satisfaction
    7.7
    Ease of Use
    Average: 9.1
    8.5
    Brand Design Consistency
    Average: 9.0
    9.8
    Feedback Collection
    Average: 9.2
    8.9
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Aha! Labs
    Company Website
    Year Founded
    2013
    HQ Location
    Menlo Park, CA
    Twitter
    @aha_io
    22,801 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    319 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Aha! is the world's #1 product development software. We help more than 1 million product builders bring their strategy to life. Our suite of tools includes Aha! Roadmaps, Aha! Ideas, Aha! Whiteboards,

Users
  • Product Manager
  • Director of Product Management
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 48% Mid-Market
  • 31% Enterprise
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Aha is a product development tool used for managing epics, user stories, ideas, and more, with a focus on modern product development practices.
  • Reviewers frequently mention the exceptional customer support, the tool's ability to streamline intake processes, and its integration capabilities with other platforms like Jira and Salesforce.
  • Reviewers noted some limitations in the tool's user interface, the complexity of its hierarchy system, and the high cost of user licensing.
Aha! Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
60
Ease of Use
49
Features
47
Helpful
35
Useful
34
Cons
Learning Curve
37
Missing Features
26
Steep Learning Curve
25
Learning Difficulty
21
Not Intuitive
21
Aha! features and usability ratings that predict user satisfaction
7.7
Ease of Use
Average: 9.1
8.5
Brand Design Consistency
Average: 9.0
9.8
Feedback Collection
Average: 9.2
8.9
Feedback Aggregation
Average: 8.8
Seller Details
Seller
Aha! Labs
Company Website
Year Founded
2013
HQ Location
Menlo Park, CA
Twitter
@aha_io
22,801 Twitter followers
LinkedIn® Page
www.linkedin.com
319 employees on LinkedIn®
(431)4.5 out of 5
3rd Easiest To Use in Enterprise Feedback Management software
Save to My Lists
Entry Level Price:Starting at $59.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Don't miss out on opportunities to grow and improve by collecting immediate feedback. Use simple one-click CSAT, CES & NPS surveys from Nicereply to increase the volume of insights you receive. Se

    Users
    • Customer Support Agent
    • Customer Support Specialist
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 60% Mid-Market
    • 32% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Nicereply Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    28
    Feedback
    14
    Customer Satisfaction
    13
    Survey Creation
    7
    Customer Support
    6
    Cons
    Limited Customization
    4
    Survey Issues
    4
    Limited Functionality
    3
    Insufficient Information
    2
    Learning Curve
    2
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Nicereply features and usability ratings that predict user satisfaction
    9.4
    Ease of Use
    Average: 9.1
    8.3
    Brand Design Consistency
    Average: 9.0
    8.7
    Feedback Collection
    Average: 9.2
    8.6
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    2012
    HQ Location
    Bratislava
    LinkedIn® Page
    www.linkedin.com
    7 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Don't miss out on opportunities to grow and improve by collecting immediate feedback. Use simple one-click CSAT, CES & NPS surveys from Nicereply to increase the volume of insights you receive. Se

Users
  • Customer Support Agent
  • Customer Support Specialist
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 60% Mid-Market
  • 32% Small-Business
Nicereply Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
28
Feedback
14
Customer Satisfaction
13
Survey Creation
7
Customer Support
6
Cons
Limited Customization
4
Survey Issues
4
Limited Functionality
3
Insufficient Information
2
Learning Curve
2
Nicereply features and usability ratings that predict user satisfaction
9.4
Ease of Use
Average: 9.1
8.3
Brand Design Consistency
Average: 9.0
8.7
Feedback Collection
Average: 9.2
8.6
Feedback Aggregation
Average: 8.8
Seller Details
Year Founded
2012
HQ Location
Bratislava
LinkedIn® Page
www.linkedin.com
7 employees on LinkedIn®
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    UserTesting helps organizations create insanely great customer experiences by scaling actionable human insights across teams. Combining the world’s best participant network, AI-powered analysis, and e

    Users
    • UX Researcher
    • Product Designer
    Industries
    • Computer Software
    • Financial Services
    Market Segment
    • 41% Enterprise
    • 38% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • UserTesting Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    92
    Helpful
    77
    Time-saving
    53
    Customer Support
    42
    Testing Process
    36
    Cons
    Testing Difficulties
    34
    Survey Issues
    27
    Participant Management
    26
    Missing Features
    25
    Expensive
    23
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • UserTesting features and usability ratings that predict user satisfaction
    8.5
    Ease of Use
    Average: 9.1
    8.9
    Brand Design Consistency
    Average: 9.0
    8.6
    Feedback Collection
    Average: 9.2
    8.0
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2007
    HQ Location
    San Francisco, CA
    Twitter
    @usertesting
    44,214 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,840 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

UserTesting helps organizations create insanely great customer experiences by scaling actionable human insights across teams. Combining the world’s best participant network, AI-powered analysis, and e

Users
  • UX Researcher
  • Product Designer
Industries
  • Computer Software
  • Financial Services
Market Segment
  • 41% Enterprise
  • 38% Mid-Market
UserTesting Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
92
Helpful
77
Time-saving
53
Customer Support
42
Testing Process
36
Cons
Testing Difficulties
34
Survey Issues
27
Participant Management
26
Missing Features
25
Expensive
23
UserTesting features and usability ratings that predict user satisfaction
8.5
Ease of Use
Average: 9.1
8.9
Brand Design Consistency
Average: 9.0
8.6
Feedback Collection
Average: 9.2
8.0
Feedback Aggregation
Average: 8.8
Seller Details
Company Website
Year Founded
2007
HQ Location
San Francisco, CA
Twitter
@usertesting
44,214 Twitter followers
LinkedIn® Page
www.linkedin.com
1,840 employees on LinkedIn®
(138)4.9 out of 5
2nd Easiest To Use in Enterprise Feedback Management software
Save to My Lists
Entry Level Price:Starting at $30.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Great Recruiters is the #1 way for Staffing Firms to get real-time feedback & reviews on their recruiters and organization. We help maximize the potential of your people and your brand. With Great

    Users
    • Recruiter
    Industries
    • Staffing and Recruiting
    • Hospital & Health Care
    Market Segment
    • 48% Mid-Market
    • 47% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Great Recruiters Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Helpful
    64
    Ease of Use
    47
    Feedback Management
    42
    Client Interaction
    36
    Customer Feedback
    35
    Cons
    Review Management
    7
    Limitations
    6
    Review Removal
    5
    Scoring System Issues
    5
    Inadequate Feedback Mechanism
    4
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Great Recruiters features and usability ratings that predict user satisfaction
    9.6
    Ease of Use
    Average: 9.1
    9.7
    Brand Design Consistency
    Average: 9.0
    9.8
    Feedback Collection
    Average: 9.2
    9.7
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    2017
    HQ Location
    Troy, Michigan
    Twitter
    @great_recruiter
    326 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    12 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Great Recruiters is the #1 way for Staffing Firms to get real-time feedback & reviews on their recruiters and organization. We help maximize the potential of your people and your brand. With Great

Users
  • Recruiter
Industries
  • Staffing and Recruiting
  • Hospital & Health Care
Market Segment
  • 48% Mid-Market
  • 47% Small-Business
Great Recruiters Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Helpful
64
Ease of Use
47
Feedback Management
42
Client Interaction
36
Customer Feedback
35
Cons
Review Management
7
Limitations
6
Review Removal
5
Scoring System Issues
5
Inadequate Feedback Mechanism
4
Great Recruiters features and usability ratings that predict user satisfaction
9.6
Ease of Use
Average: 9.1
9.7
Brand Design Consistency
Average: 9.0
9.8
Feedback Collection
Average: 9.2
9.7
Feedback Aggregation
Average: 8.8
Seller Details
Year Founded
2017
HQ Location
Troy, Michigan
Twitter
@great_recruiter
326 Twitter followers
LinkedIn® Page
www.linkedin.com
12 employees on LinkedIn®
(34)4.8 out of 5
7th Easiest To Use in Enterprise Feedback Management software
Save to My Lists
Entry Level Price:$99.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SmileBack enables helpdesks and IT support professionals to gather abundant, actionable feedback. With a 42% average survey reply rate, businesses get powerful insights that attract and retain custome

    Users
    No information available
    Industries
    • Information Technology and Services
    Market Segment
    • 76% Small-Business
    • 24% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • SmileBack Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Easy Setup
    2
    Feedback
    2
    Automation
    1
    Ease of Use
    1
    Implementation Ease
    1
    Cons
    Limited Reporting
    1
    Survey Issues
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • SmileBack features and usability ratings that predict user satisfaction
    9.8
    Ease of Use
    Average: 9.1
    9.5
    Brand Design Consistency
    Average: 9.0
    9.8
    Feedback Collection
    Average: 9.2
    9.4
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    1982
    HQ Location
    Tampa, FL
    Twitter
    @ConnectWise
    15,126 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    3,049 employees on LinkedIn®
    Phone
    800-671-6898
Product Description
How are these determined?Information
This description is provided by the seller.

SmileBack enables helpdesks and IT support professionals to gather abundant, actionable feedback. With a 42% average survey reply rate, businesses get powerful insights that attract and retain custome

Users
No information available
Industries
  • Information Technology and Services
Market Segment
  • 76% Small-Business
  • 24% Mid-Market
SmileBack Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Easy Setup
2
Feedback
2
Automation
1
Ease of Use
1
Implementation Ease
1
Cons
Limited Reporting
1
Survey Issues
1
SmileBack features and usability ratings that predict user satisfaction
9.8
Ease of Use
Average: 9.1
9.5
Brand Design Consistency
Average: 9.0
9.8
Feedback Collection
Average: 9.2
9.4
Feedback Aggregation
Average: 8.8
Seller Details
Year Founded
1982
HQ Location
Tampa, FL
Twitter
@ConnectWise
15,126 Twitter followers
LinkedIn® Page
www.linkedin.com
3,049 employees on LinkedIn®
Phone
800-671-6898
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Verint® Voice of the Customer™ (formerly known as Experience Management™) empowers CX Leaders to optimize customer experiences in real-time. With Verint Voice of the Customer, companies can listen eve

    Users
    No information available
    Industries
    • Retail
    Market Segment
    • 53% Enterprise
    • 35% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Verint Voice of the Customer Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    7
    Customer Support
    5
    Analytics
    3
    Customer Satisfaction
    3
    Easy Setup
    3
    Cons
    Limited Reporting
    3
    Survey Issues
    3
    Difficult Reporting
    2
    Learning Curve
    2
    Slow Loading
    2
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Verint Voice of the Customer features and usability ratings that predict user satisfaction
    8.2
    Ease of Use
    Average: 9.1
    9.2
    Brand Design Consistency
    Average: 9.0
    9.0
    Feedback Collection
    Average: 9.2
    8.6
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Verint
    Year Founded
    1994
    HQ Location
    Melville, New York
    Twitter
    @Verint
    7,799 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    4,103 employees on LinkedIn®
    Ownership
    NASDAQ: VRNT
Product Description
How are these determined?Information
This description is provided by the seller.

Verint® Voice of the Customer™ (formerly known as Experience Management™) empowers CX Leaders to optimize customer experiences in real-time. With Verint Voice of the Customer, companies can listen eve

Users
No information available
Industries
  • Retail
Market Segment
  • 53% Enterprise
  • 35% Mid-Market
Verint Voice of the Customer Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
7
Customer Support
5
Analytics
3
Customer Satisfaction
3
Easy Setup
3
Cons
Limited Reporting
3
Survey Issues
3
Difficult Reporting
2
Learning Curve
2
Slow Loading
2
Verint Voice of the Customer features and usability ratings that predict user satisfaction
8.2
Ease of Use
Average: 9.1
9.2
Brand Design Consistency
Average: 9.0
9.0
Feedback Collection
Average: 9.2
8.6
Feedback Aggregation
Average: 8.8
Seller Details
Seller
Verint
Year Founded
1994
HQ Location
Melville, New York
Twitter
@Verint
7,799 Twitter followers
LinkedIn® Page
www.linkedin.com
4,103 employees on LinkedIn®
Ownership
NASDAQ: VRNT
(89)4.5 out of 5
14th Easiest To Use in Enterprise Feedback Management software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Usersnap is a user feedback platform designed for product teams to gather product-specific insights, accelerate user testing, and improve stakeholder feedback loops. Product teams strive for user-cen

    Users
    No information available
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 64% Small-Business
    • 29% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Usersnap Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    22
    Customer Support
    14
    Easy Integrations
    13
    Easy Setup
    13
    Integrations
    13
    Cons
    Expensive
    3
    Integration Issues
    3
    Lack of Tools
    3
    Not User-Friendly
    3
    Uploading Issues
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Usersnap features and usability ratings that predict user satisfaction
    9.6
    Ease of Use
    Average: 9.1
    9.2
    Brand Design Consistency
    Average: 9.0
    9.7
    Feedback Collection
    Average: 9.2
    9.4
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Usersnap
    Company Website
    Year Founded
    2013
    HQ Location
    Perg, Austria
    Twitter
    @usersnap
    2,899 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    16 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Usersnap is a user feedback platform designed for product teams to gather product-specific insights, accelerate user testing, and improve stakeholder feedback loops. Product teams strive for user-cen

Users
No information available
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 64% Small-Business
  • 29% Mid-Market
Usersnap Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
22
Customer Support
14
Easy Integrations
13
Easy Setup
13
Integrations
13
Cons
Expensive
3
Integration Issues
3
Lack of Tools
3
Not User-Friendly
3
Uploading Issues
3
Usersnap features and usability ratings that predict user satisfaction
9.6
Ease of Use
Average: 9.1
9.2
Brand Design Consistency
Average: 9.0
9.7
Feedback Collection
Average: 9.2
9.4
Feedback Aggregation
Average: 8.8
Seller Details
Seller
Usersnap
Company Website
Year Founded
2013
HQ Location
Perg, Austria
Twitter
@usersnap
2,899 Twitter followers
LinkedIn® Page
www.linkedin.com
16 employees on LinkedIn®
(145)4.8 out of 5
8th Easiest To Use in Enterprise Feedback Management software
Save to My Lists
Entry Level Price:$119.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Simplesat is a feedback management tool that provides the flexibility you need to increase survey response rates. Use eye-catching and personalized/ branded designs to attract your customers’ attentio

    Users
    • President
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 59% Small-Business
    • 40% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Simplesat Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    10
    Ease of Use
    7
    Easy Setup
    5
    Integrations
    4
    Easy Integrations
    3
    Cons
    Expensive
    2
    Integration Issues
    1
    Limited Functionality
    1
    Survey Issues
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Simplesat features and usability ratings that predict user satisfaction
    9.6
    Ease of Use
    Average: 9.1
    9.1
    Brand Design Consistency
    Average: 9.0
    9.3
    Feedback Collection
    Average: 9.2
    9.1
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Simplesat
    Company Website
    Year Founded
    2016
    HQ Location
    Seattle, Washington
    Twitter
    @simplesat
    239 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    23 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Simplesat is a feedback management tool that provides the flexibility you need to increase survey response rates. Use eye-catching and personalized/ branded designs to attract your customers’ attentio

Users
  • President
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 59% Small-Business
  • 40% Mid-Market
Simplesat Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
10
Ease of Use
7
Easy Setup
5
Integrations
4
Easy Integrations
3
Cons
Expensive
2
Integration Issues
1
Limited Functionality
1
Survey Issues
1
Simplesat features and usability ratings that predict user satisfaction
9.6
Ease of Use
Average: 9.1
9.1
Brand Design Consistency
Average: 9.0
9.3
Feedback Collection
Average: 9.2
9.1
Feedback Aggregation
Average: 8.8
Seller Details
Seller
Simplesat
Company Website
Year Founded
2016
HQ Location
Seattle, Washington
Twitter
@simplesat
239 Twitter followers
LinkedIn® Page
www.linkedin.com
23 employees on LinkedIn®
(95)4.6 out of 5
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Canny is your all-in-one solution for managing user feedback, where you can capture, organize, and analyze customer feedback in one place, so you can make informed product decisions. From managing

    Users
    • Product Manager
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 59% Small-Business
    • 36% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Canny Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    57
    Feedback Management
    41
    Feedback
    27
    Integrations
    26
    Features
    25
    Cons
    Missing Features
    20
    Integration Issues
    10
    Limited Customization
    8
    Limited Features
    8
    Idea Duplication
    7
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Canny features and usability ratings that predict user satisfaction
    9.1
    Ease of Use
    Average: 9.1
    8.2
    Brand Design Consistency
    Average: 9.0
    9.1
    Feedback Collection
    Average: 9.2
    8.6
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Canny
    Year Founded
    2015
    HQ Location
    Wilmington, Delaware
    Twitter
    @cannyHQ
    4,537 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    21 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Canny is your all-in-one solution for managing user feedback, where you can capture, organize, and analyze customer feedback in one place, so you can make informed product decisions. From managing

Users
  • Product Manager
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 59% Small-Business
  • 36% Mid-Market
Canny Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
57
Feedback Management
41
Feedback
27
Integrations
26
Features
25
Cons
Missing Features
20
Integration Issues
10
Limited Customization
8
Limited Features
8
Idea Duplication
7
Canny features and usability ratings that predict user satisfaction
9.1
Ease of Use
Average: 9.1
8.2
Brand Design Consistency
Average: 9.0
9.1
Feedback Collection
Average: 9.2
8.6
Feedback Aggregation
Average: 8.8
Seller Details
Seller
Canny
Year Founded
2015
HQ Location
Wilmington, Delaware
Twitter
@cannyHQ
4,537 Twitter followers
LinkedIn® Page
www.linkedin.com
21 employees on LinkedIn®
By Maze
(103)4.5 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Maze is the user research platform that makes products work for people. Maze empowers any company to build the right products faster by making user insights available at the speed of product developme

    Users
    • Product Designer
    • UX Designer
    Industries
    • Computer Software
    • Financial Services
    Market Segment
    • 45% Mid-Market
    • 33% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Maze Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Features
    4
    Tracking
    3
    Ease of Use
    2
    Feature Development
    2
    Feedback
    2
    Cons
    Limited Functionality
    4
    Limitations
    3
    Limited Surveys
    2
    Limited User Access
    2
    Missing Features
    2
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Maze features and usability ratings that predict user satisfaction
    9.0
    Ease of Use
    Average: 9.1
    9.8
    Brand Design Consistency
    Average: 9.0
    9.4
    Feedback Collection
    Average: 9.2
    9.2
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Maze
    Company Website
    Year Founded
    2018
    HQ Location
    San Francisco, US
    Twitter
    @mazedesignHQ
    4,494 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    161 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Maze is the user research platform that makes products work for people. Maze empowers any company to build the right products faster by making user insights available at the speed of product developme

Users
  • Product Designer
  • UX Designer
Industries
  • Computer Software
  • Financial Services
Market Segment
  • 45% Mid-Market
  • 33% Small-Business
Maze Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Features
4
Tracking
3
Ease of Use
2
Feature Development
2
Feedback
2
Cons
Limited Functionality
4
Limitations
3
Limited Surveys
2
Limited User Access
2
Missing Features
2
Maze features and usability ratings that predict user satisfaction
9.0
Ease of Use
Average: 9.1
9.8
Brand Design Consistency
Average: 9.0
9.4
Feedback Collection
Average: 9.2
9.2
Feedback Aggregation
Average: 8.8
Seller Details
Seller
Maze
Company Website
Year Founded
2018
HQ Location
San Francisco, US
Twitter
@mazedesignHQ
4,494 Twitter followers
LinkedIn® Page
www.linkedin.com
161 employees on LinkedIn®
(242)4.5 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:Starting at $10,788.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    UserVoice is a customer feedback management solution designed to help teams effectively gather, analyze, and act on user insights. This platform streamlines the process of collecting feedback from cus

    Users
    • Customer Success Manager
    • Product Manager
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 62% Mid-Market
    • 28% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • UserVoice Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Feedback Management
    10
    Ease of Use
    8
    Customer Support
    7
    Idea Management
    7
    Feedback
    6
    Cons
    Lack of Features
    4
    Difficult Filtering
    2
    Filtering Issues
    2
    Inadequate Filtering
    2
    Limited Functionality
    2
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • UserVoice features and usability ratings that predict user satisfaction
    8.8
    Ease of Use
    Average: 9.1
    8.3
    Brand Design Consistency
    Average: 9.0
    9.0
    Feedback Collection
    Average: 9.2
    8.5
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    UserVoice
    Company Website
    Year Founded
    2008
    HQ Location
    San Francisco, CA
    LinkedIn® Page
    www.linkedin.com
    37 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

UserVoice is a customer feedback management solution designed to help teams effectively gather, analyze, and act on user insights. This platform streamlines the process of collecting feedback from cus

Users
  • Customer Success Manager
  • Product Manager
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 62% Mid-Market
  • 28% Enterprise
UserVoice Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Feedback Management
10
Ease of Use
8
Customer Support
7
Idea Management
7
Feedback
6
Cons
Lack of Features
4
Difficult Filtering
2
Filtering Issues
2
Inadequate Filtering
2
Limited Functionality
2
UserVoice features and usability ratings that predict user satisfaction
8.8
Ease of Use
Average: 9.1
8.3
Brand Design Consistency
Average: 9.0
9.0
Feedback Collection
Average: 9.2
8.5
Feedback Aggregation
Average: 8.8
Seller Details
Seller
UserVoice
Company Website
Year Founded
2008
HQ Location
San Francisco, CA
LinkedIn® Page
www.linkedin.com
37 employees on LinkedIn®
(291)4.7 out of 5
Optimized for quick response
Save to My Lists
20% off: $11-480/mo
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Outgrow allows you to better acquire, qualify and engage leads by making it easy to build personalized quizzes, calculators, assessments, contests, forms/surveys, recommendations, polls & chatbots

    Users
    • CEO
    • Founder
    Industries
    • Marketing and Advertising
    • Computer Software
    Market Segment
    • 81% Small-Business
    • 15% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Outgrow is a platform that allows users to create interactive content such as quizzes and calculators for lead generation and client engagement.
    • Users like the ease of use, the variety of customization options, the readily available support team, and the ability to create engaging content without needing design or coding skills.
    • Users reported that the platform can be initially difficult to navigate due to the abundance of options, the integration with other applications can be time-consuming, and the cost can add up quickly if extra features are needed.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Outgrow Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    23
    Customer Support
    16
    Helpful
    13
    Easy Creation
    11
    Features
    11
    Cons
    Learning Curve
    7
    Complexity
    4
    Complex Usability
    4
    Expensive
    4
    Missing Features
    4
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Outgrow features and usability ratings that predict user satisfaction
    9.3
    Ease of Use
    Average: 9.1
    9.6
    Brand Design Consistency
    Average: 9.0
    9.1
    Feedback Collection
    Average: 9.2
    9.8
    Feedback Aggregation
    Average: 8.8
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Outgrow
    Company Website
    Year Founded
    2012
    HQ Location
    New York, NY
    Twitter
    @OutgrowCo
    3,366 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    71 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Outgrow allows you to better acquire, qualify and engage leads by making it easy to build personalized quizzes, calculators, assessments, contests, forms/surveys, recommendations, polls & chatbots

Users
  • CEO
  • Founder
Industries
  • Marketing and Advertising
  • Computer Software
Market Segment
  • 81% Small-Business
  • 15% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Outgrow is a platform that allows users to create interactive content such as quizzes and calculators for lead generation and client engagement.
  • Users like the ease of use, the variety of customization options, the readily available support team, and the ability to create engaging content without needing design or coding skills.
  • Users reported that the platform can be initially difficult to navigate due to the abundance of options, the integration with other applications can be time-consuming, and the cost can add up quickly if extra features are needed.
Outgrow Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
23
Customer Support
16
Helpful
13
Easy Creation
11
Features
11
Cons
Learning Curve
7
Complexity
4
Complex Usability
4
Expensive
4
Missing Features
4
Outgrow features and usability ratings that predict user satisfaction
9.3
Ease of Use
Average: 9.1
9.6
Brand Design Consistency
Average: 9.0
9.1
Feedback Collection
Average: 9.2
9.8
Feedback Aggregation
Average: 8.8
Seller Details
Seller
Outgrow
Company Website
Year Founded
2012
HQ Location
New York, NY
Twitter
@OutgrowCo
3,366 Twitter followers
LinkedIn® Page
www.linkedin.com
71 employees on LinkedIn®

Learn More About Enterprise Feedback Management Software

What is Enterprise Feedback Management Software?

Enterprise feedback management (EFM) software centralizes all customer feedback into a single hub where all data and information are easily accessible and packaged by analysis. It performs data collection on customer feedback to provide businesses with actionable customer or employee insights. EFM accomplishes this by creating and distributing optimized customer surveys to request feedback on their experience with the product.

EFM software or enterprise feedback management systems benefit businesses by compiling feedback across multiple channels into a single coherent picture of the customer experience. Structuring this feedback helps a company’s marketing, sales, and product development teams better visualize where to find customer pain points and opportunities. Furthermore, the insights gleaned can aid business strategy and decision making by notifying leaders of negative feedback in real time. EFM is an excellent tool to promote customer loyalty by acting as a company’s listening instrument. It should be noted that EFM software focuses more on external customer feedback rather than internal employee feedback.

EFM software can perform all the capabilities required for products in the Survey category. Similarly, tools in the Experience Management (EM) category can perform all of the features described in the EFM category. The Survey, Enterprise Feedback Management, and Experience Management are mutually exclusive categories. Depending on business needs, the company may need more or less than what EFM software offers.

What Types of Enterprise Feedback Management Software Exist?

Although most EFM software allows for creating custom surveys with unlimited questions, some EFM platforms provide more granularity regarding certain survey formats. Below is a list of a few buyers might see in various EFM software.

Net promoter score (NPS) surveys

The NPS survey is one of the best EFM tools to measure customer loyalty. An NPS survey gauges customer satisfaction by asking customers a single question. Often, this question is like, "How likely are you to recommend products to a friend or colleague?" Customers then respond to the question on a scale of 1–10. Companies translate those scores to identify how many customers were detractors (1–5), neutral (6–8), or promoters (9–10).

The NPS gives a company a better sense of its performance. Over time, a company can compare its performance on the NPS survey to see if it is losing or gaining customer loyalty. Narrowing down the brand performance to one question increases users' chances of participating in the company’s survey.

Customer effort score (CES) surveys

 A CES survey asks customers a single question about how easy it is for them to get the support they need. This is a great way to isolate customer satisfaction needs based on customer support and understand if customer service is an aspect of the business that is lacking.

Customer satisfaction surveys

A customer satisfaction survey allows customers to answer various questions based on a particular experience at a company. This can be a reaction to a company-sponsored event or a particular product. The end goal is to measure short-term customer satisfaction. This can be a helpful marketing tool to promote a particular product or experience and develop a long-term plan based on what products are working well.

What are the Common Features of Enterprise Feedback Management Software?

EFM products contain these core features as part of their package:

Survey builder: The main feature of EFM software is its survey creation capabilities. Users create custom surveys to distribute to customers and record their responses to an internal team using a centralized EFM database. Team members can then collaborate on the survey within the EFM software and add supplementary questions or edit other aspects. The survey interface also allows for customized survey layouts and company-branded images, giving the survey a more professional look.

Omnichannel feedback: EFM software can make it easy for customers to share their feedback by answering surveys through a customer's preferred communication channel. This allows companies to give customers multiple options, translating to a higher participation rate.

Triggered workflows: When a customer completes a survey, EFM software will automatically notify the user and automate the next step in the feedback process. This helps with workflow management and customer follow-up. Depending on the customer sentiment, different workflow tasks may be triggered. PR teams may be in charge of responding to customers who responded negatively to the survey, while marketers may be the ones to promote the positive responses. The triggered workflow function lets the company decide how relevant content is routed to the appropriate teams.

Data reports: EFM software provides users with data-driven analytics. Instead of manually counting the number of customer responses and identifying important keywords, EFM software will do all the calculations, providing numerical data based on customer feedback.

Text analytics: Text analytics allows users to gather data from open-ended questions that are asked within customer surveys. While businesses can easily and simply gather insight from questions that can be answered in a straightforward "yes" or "no," open-ended questions are more challenging to sift through. Open-ended questions are important to add to any survey because they allow the customer to elaborate on common problems that they are experiencing with a product or brand. Text analytics can sort customer sentiment based on keywords, efficiently organizing the data.

Customer interaction: Some EFM solutions allow users to contact customers directly through the software’s dashboard. This enables users to respond to negative customer sentiment as soon as possible and engage in conversation regarding the customer’s negative experience with the brand or product.

Other enterprise feedback management software features include Brand Design Consistency, Device Responsiveness, and Security.

What are the Benefits of Enterprise Feedback Management Software?

Outreach: EFM software has the ability to reach out for customer feedback across communication channels, like SMS, email, live chat, and social media. This expands the company’s ability to recognize a large portion of its customer population, providing the most accurate and granular datasets to best inform its marketing, sales, and customer service teams on how to respond to each opportunity.

Customer insight: With highly customizable survey building instruments, the ability to ask for customer feedback is only limited by the user’s ability to communicate their question. The feedback from tailored survey instruments designed by an SME gives a company the most impactful insights into customer needs to guide its business strategies moving forward. 

Customer loyalty: Creating an avenue for customer feedback makes them feel heard and promotes quick resolutions to their pain points. Building a relationship where the customer feels heard creates trust and comfort that is difficult to put a price tag on. For customer success managers, these efforts are critically important for customer retention. Overall, loyalty is heavily impacted by customer experience.

Notification: Using EFM software to keep an ear on the ground can prepare the business against unforeseen challenges that can negatively impact its business-customer relationship. A robust EFM infrastructure allows the company to react decisively whenever customers voice a complaint or a negative experience.

Who Uses Enterprise Feedback Management Software?

Almost any business team can take advantage of the features provided by EFM software. So long as they wish to solicit structured quantitative feedback from a customer base, EFM can help their team accomplish this goal. 

Customer service teams: Customer service teams are responsible for supporting customers by answering questions and troubleshooting technical difficulties. EFM can support these teams by holding them accountable for service quality by automatically delivering survey prompts after each service session. Using EFM products, customer experience can be quantified and recorded into metrics.

Sales teams: Sales teams are professionals focused on promoting the company’s product to the customer base. They engage potential customers to make the product seem more enticing than competitors or to ensure currently subscribed customers continue to find value in the products. EFM supports sales teams by allowing them to keep tabs on customer expectations of their product, their service quality, and how customer success teams can engage their clientele.

Market research teams: Market research teams are responsible for keeping tabs on the company’s market status and tracking sales trends within each particular demographic for targeting or otherwise. Market researchers can use EFM capabilities to perform market assessments by reaching out to their customer base to gauge how their products compare with their competitors, their market presence currently, and their attitude towards the brand.

Product development teams: Product development teams are the heart and engine of any company focused on profits derived from customer sales. These teams build the products to be sold and continue to iteratively improve the product through customer feedback and engagement. EFM can step in to build that communication channel between a company’s consumers and product teams. Doing so removes empathy, foresight, and understanding barriers that usually separate product teams from their audience (consumers). In some cases, during pilot testing, EFM can also be used to acquire structured feedback on a product’s prototype.

Human resources teams: Human resources, employee success, people operations, etc., are all labels to describe the business function of a department responsible for recruitment, development, employee relations, benefits, investigations, and culture. EFMs products are usually directed outward to gauge the satisfaction levels of customers and clientele. However, from the HR perspective, they could view their employee population as their customer base because they also provide support services to other departments. In that sense, HR teams can also take advantage of the products listed in this category for their business function.  

Software Related to Enterprise Feedback Management Software

Related solutions that can be used together with enterprise feedback management software include:

CRM: CRM software is a great tool to integrate with EFM software. Once users pull all the customer data in surveys and reports, they can integrate it into their CRM database to centralize all customer data into one location and add context to customer profiles. This makes it easier for users to pull actionable insights from customer data.

Customer data platform: Customer data platforms (CDPs) are used to consolidate and integrate customer data into one single database. This can include customer contact information, address, etc. Since EFM software is a collection of customer survey data, it can be useful to consolidate it into a customer data platform so businesses can have a more comprehensive view of customer information.

Feedback analytics: Feedback analytics focuses primarily on qualitative data by using artificial intelligence like natural language processing (NLP) to analyze text data for insights about customer feedback interactions. The software compiles all inbound and outbound communication channels into a coherent voice of the customer to reflect the customer experience. With this analytics instrument utilized with EFM, businesses can navigate customer feedback with greater finesse when wielding their qualitative and quantitative feedback instruments.

Challenges with Enterprise Feedback Management Software

Enterprise feedback management solutions can come with their own set of challenges.

Incorrect sentiment analysis: As with any software automation, users are wary of potential inconsistencies and errors that may crop up once a piece of technology is implemented. Since EFM software provides text analysis tools that are designed to evaluate customer sentiment based on keywords, a possible issue that could arise is incorrect filtering. To combat this issue, users must carefully read through customer surveys to ensure the authenticity of each customer response.

Validity and reliability: Survey instruments are infamous for being sensitive to questionnaire wording. If the question and instruction are not designed with enough precision or care, there is the risk of misinterpretation by the customer. Surveys rely heavily on accurate interpretation for accurate data, and disrupting this process can impact the effectiveness of EFMs in finding the trends to help the business.

How to Buy Enterprise Feedback Management Software

Requirements Gathering (RFI/RFP) for Enterprise Feedback Management Software

Selecting the best EFM software for a company requires the foreknowledge of what sort of business need it would fulfill. This is particularly important for the Enterprise Feedback Management category because it is mutually exclusive to the G2 Survey and Experience Management categories. That is why the selection team must understand the specific capabilities needed for their business. 

Compare Enterprise Feedback Management Software Products

Create a long list

To start, find products that best fit the company’s industry needs. The EFM category is large and expansive, with certain products having the capacity for specialization in the buyer company’s niche. Some can serve enterprise-level businesses, while others are better suited for medium and small-business functions. Self-awareness of the company’s capability is critical for determining the best fit.

The buyer must consider the size of their organization, the type of demographics they wish to contact, the communication channels, and any legal constraints on data privacy or storage of sensitive information. There are very strict legal requirements to be met when collecting data on certain demographics. The following are some questions buyers can keep in mind during this process.

  • Which are the countries, states, and demographics the company wishes to gather feedback from? For example, the Children’s Online Privacy Protection Act (COPPA) protects USA children's data if they are under 13 years old. The California Consumer Privacy Act (CCPA) also requires quality control of data storage and collection methods.
  • What communication channels like SMS, social media, email, live chat, etc., can the company take advantage of?
  • Will security measures be needed for sensitive personal data like medical conditions? HIPAA limitations require strict security measures on how secure the communication is, how the data is stored, and how long they’re allowed to be stored.
  • There are international standards of data protection, collection, and storage. The EU General Data Protection Regulation (GDPR) standards must be adhered to if there is the possibility that a European citizen may be caught in the company’s questionnaire net.

Create a short list

After creating a long list, more immediate issues like budgeting, platform preference, and scalability will require the company’s attention. For example, some EFM products are software products that require computer installation, while others are subscription and browser based for universal access so long as the user has internet and the correct authentication credentials. System compatibility for software integration is also important to avoid hiccups and performance bugs when implemented. Be sure to select packages specific to the business needs, as there will always be an option to upgrade and expand services to match the company’s growth, needs, and capabilities later.

Conduct demos

Demonstrating software capabilities is critically important for any large software purchase, as it is a major commitment to the business and the employee user experience. 

Selection of Enterprise Feedback Management Software

Choose a selection team

When performing demos, include the software users, their respective managers, IT professionals, legal department, data engineering or science or analysis teams, and product managers. They offer a unique perspective into how the software will interact with the company’s current data infrastructure, impact user experience, and have the creative implementation of the software not yet considered.

Negotiation

After selecting the company’s list of prospective software service providers and demonstrating the capabilities of each product of interest, negotiations are in order. Having two-three options helps determine which product gives the best bang for the buck. 

Final decision

The final decision should be made with the input of all involved teams, SMEs, and users. It is best to select the product that fits the business needs, as no perfect option is available. It is also possible to consider employing a pilot program for the software product’s adoption. If necessary, the company can perform the adoption in stages so teams can easily transition to using the software.