Enterprise Feedback Management reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.
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:
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With the resources on our site, buyers can educate themselves on the types of solutions their business needs, develop a shortlist of products that correspond to their feature preferences, and read through third-party validated customer feedback. An upgraded profile on G2 helps you identify in-market buyers, respond directly to customers who have reviewed your product or service, and show off your success.
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Enterprise feedback management (EFM) software provides businesses with a centralized hub for all customer feedback. EFM software allows users to more effectively gather customer feedback for data collection, analysis, and reporting to provide businesses with valuable customer and employee insights. EFM software aids in the processing of gathering this data by creating optimized customer surveys to ask them about their experiences using a certain product.
EFM software provides users with valuable data based on real customer feedback. This software collects both quantitative and qualitative customer data which allows businesses to better assess customer needs. The value of this data is paramount within a business structure because you can use these customer insights to improve marketing, sales, and product development. It should be noted that EFM software focuses more on external customer feedback rather than internal employee feedback.
Key Benefits of Enterprise Feedback Management Software
Marketing departments — EFM software gives marketing teams a chance to externally promote their customer satisfaction. Prospective customers rely heavily on both positive and negative reviews, using them to inform their decisions. Overall, positive customer feedback will translate to more customers down the road.
Development teams — Development teams take user satisfaction into consideration when it comes to maintaining, updating, or even changing a product. Development teams can use the survey functionality that’s baked within EFM software to gauge product usability, which can have a positive impact on changes made to a product.
Although most EFM software allow for the creation of custom surveys with unlimited questions, some EFM platforms provide more granularity when it comes to certain survey formats. Below is a list of a few that you might see in various EFM software.
NPS surveys — One of the best EFM tools to measure customer loyalty is the net promoter score (NPS) survey. An NPS survey gauges customer satisfaction by asking customers a single question. This question is often something 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 promoters (9–10), neutral (7–8), or detractors (1–5).
The NPS will then give your company a better sense on its performance. Over time, you can compare how your company performs on the NPS survey to see if you are losing or gaining customer loyalty. Narrowing down your brand performance to one question increases the chances that users will participate in your survey.
CES surveys — A customer effort score (CES) survey asks customers a single question that relates to how easy it is for customers to get the support they need. This is a great way to isolate customer satisfaction based on customer support and understand if your customer service is an aspect of your business that is lacking.
Customer satisfaction surveys — A customer satisfaction survey allows asks to answer a variety of questions based on a particular experience at your 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, as well as develop a long-term plan based on what products are working well.
Survey builder — A major feature of EFM software is survey creation. Users can create custom surveys to distribute to their customers and then to internal team members within 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 as well as company-branded images, which give 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 you 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 you 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 of the calculations for you, providing numerical data based on customer feedback.
Text analytics — Text analytics allow 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 difficult 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 your 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 gives users the ability to respond to negative customer sentiment as soon as possible and engage in conversation regarding the customer’s negative experience with your brand or product.
Incorrect sentiment analysis — As with any form of 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.
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