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Enterprise Feedback Management reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best Enterprise Feedback Management Software

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

Top 10 Enterprise Feedback Management Software

  • SurveyMonkey Enterprise
  • Podium
  • Service Hub
  • Outgrow
  • Nicereply
  • UserTesting
  • ClearlyRated
  • UserVoice
  • Alchemer EFM
  • Delighted

Compare Enterprise Feedback Management 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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(4,270)4.4 out of 5

(1,105)4.6 out of 5
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Podium is redefining the way customers interact with local businesses. From collecting reviews on the sites that matter most, text-enabling your website with Webchat, collecting payment via text, gathering private feedback after an experience to managing all your customer messages from one central dashboard with Inbox, Podium is the answer. Podium’s Interaction Management platform uses messaging to make it convenient to interact with your leads, customers, and team at every customer touchpoint

(520)4.4 out of 5
Entry Level Price:$0

HubSpot is a leading growth platform. Since 2006, we have been on a mission to make the world more inbound. Today, over 68,800 total customers in more than 100 countries use HubSpot’s award-winning software, services, and support to transform the way they attract, engage, and delight customers. Comprised of Marketing Hub, Sales Hub, Service Hub, and a powerful free CRM, HubSpot gives companies the tools they need to Grow Better. HubSpot Service Hub is customer service software that makes it eas

(222)4.8 out of 5
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Outgrow allows you to better acquire, qualify and engage leads by making it easy to build personalized quizzes, calculators, assessments, recommendations, polls & chatbots. No developers or designers required! Outgrow has a host of design templates which are fully optimized for mobile, desktop, and tablet, and are easily embeddable into your advertising, websites, mobile apps, social media, SMS and email communication. In addition, there are over 300 pre-made content pieces and funnels tha

(304)4.5 out of 5
Entry Level Price:$49 100 received ratings

Online customer satisfaction survey software, including CSAT, Net Promoter Score ® (NPS) & Customer Effort Score ™ (CES 2.0). Nicereply helps hundreds of teams at companies like Microsoft, Lenovo, Hubspot and Buffer to measure and improve the quality of their customer service. - Measure Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES) per agent, team or company-wide - Increase your survey response rates by 200% - See your data in your CRM and set tri

(500)4.5 out of 5

UserTesting is an on-demand human insight platform that quickly gives companies a first-person understanding of how their target audience behaves throughout any experience and why. #1 rated in User Research category #1 rated in Software Testing category #1 rated for Easiest Setup #1 rated for Best Usability #1 rated for Fastest Implementation #1 rated for Easiest Administration

(20)5.0 out of 5

ClearlyRated is the only satisfaction survey program designed specifically to enhance your firm's reputation and help you stand out from the competition.

(158)4.4 out of 5

A single platform to effortlessly collect, analyze and close the loop on product feedback with customer bases and internal teams of any size.

(168)4.4 out of 5

Enterprise Feedback Management from Alchemer (formerly SurveyGizmo) puts feedback into motion for enterprises, allowing companies to create customer-centric organizations without replacing the systems and processes they already use.

(42)4.8 out of 5
Entry Level Price:$0 month

Delighted is the fastest and easiest way to gather real time, actionable feedback from your customers, employees, partners, and vendors. Trusted by Uber, Cisco, Slack, Bonobos, Instacart, Target, and thousands of other brands to measure, understand, and improve experiences. Organizations using Delighted can instantly collect, analyze & distribute customer feedback, enabling them to align customer needs with business growth, measure the customer voice over time & proactively reduce churn.

(35)4.7 out of 5
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Listen360 is a powerful, NPS-based customer engagement and local marketing platform for businesses that understand customer feedback is key to creating loyalty, making smart decisions and growing their operation. Listen360 enables businesses to engage customers, take necessary action to improve deficiencies, and transform delighted customers into brand advocates via social media, online review sites, and seller ratings. We help businesses around the world build better customer relationships.

(169)4.5 out of 5
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Measure and improve your customer experience with beautiful, mobile-friendly surveys and powerful real-time analytics. With GetFeedback, you can build engaging, mobile-friendly online surveys in minutes. Distribute them through email, on your website, or through any customer service channel. Then translate your insights into action with real-time analytics and custom notifications. With GetFeedback, you can start getting customer insights in minutes, not weeks. Customize built-in survey templa

(35)4.9 out of 5
Entry Level Price:$79 /month

Simple surveys that allow business owners to ask their customers the right questions and the right time in order to get the critical feedback they need to improve.

(12)4.5 out of 5

The digital landscape can be overwhelming. Unpredictable, ever-changing, and advancing faster than ever. So, how can you make sure your company stays ahead? We decided to come up with a solution. The idea was simple. Empower organizations to become truly customer-centric by listening to what consumers need. How? By collecting targeted, contextual feedback. We believe that by knowing exactly what customers value, you can build digital platforms that not only drive results, but outlast chang

(48)4.6 out of 5
Entry Level Price:Free for life

SoGoSurvey is an experience management platform that enables organizations of any size to improve customer experience with SoGoCX, increase employee engagement with SoGoEX, and generate meaningful data with its powerful survey software. From designing and distributing a questionnaire to analysis and recommendations, SoGoSurvey does everything with ease and a level of sophistication that’s rare in the industry. SoGoSurvey can be differentiated from other platforms based on its: 1. Versatilit

(19)4.8 out of 5

Thematic analyzes customer feedback to help companies improve NPS, churn, loyalty and other metrics. We pull data from the systems you already use for surveys, social, contact center, and collect your public feedback. Within minutes, your data is analyzed in a consistent way: Our AI discovers specific and actionable themes bottoms-up, and adopts to changes in your feedback. You can easily edit the themes. Our purpose-built reporting & visualizations provide clear visual answer to your questi

(165)4.3 out of 5
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Apptentive is a mobile customer feedback platform that helps companies listen to, engage with, and retain their customers. It gives brands the opportunity to identify who to talk to, intelligently engage customer segments, and mobilize customers to take action through in-app messages, surveys, and ratings prompts. Our solution helps companies engage mobile customers, boost app ratings, drive downloads, and improve customer loyalty.

(69)4.6 out of 5
Entry Level Price:$0 Forever

Survicate is an all-in-one customer feedback tool. It offers 4 solutions: - Website Feedback Surveys, - Surveys & Forms, - Mobile App Surveys, - Feedback Hub. With just one tool, you can collect customer feedback across all digital touchpoints. Use collected insights to decrease churn, improve customer loyalty, and address customers’ needs more precisely. Survicate integrates directly with popular Marketing Automation platforms and CRMs, including HubSpot, Marketo, Pardot, Intercom, and Sal

(23)4.8 out of 5
Entry Level Price:$49 300 responses per month

SatisMeter identifies unhappy customers in your web and mobile apps, or via email. SatisMeter is a revolutionary multi-channel platform which improves customer retention by collecting in-app feedback using the Net Promoter System. It is a must-have tool for mobile and web app owners and developers, growth hackers and marketers. Thanks to an unobtrusive and lightweight survey pop-up, the average response rate is as high as 35%. The typical use is reaching out to unhappy customers, preventing ch

(82)4.8 out of 5

Auryc is a client-side journey intelligence platform that surfaces real-time insights with powerful visual context across all of your digital ecommerce journeys. We are helping enterprises find and resolve the customer journey issues that directly impact conversions and customer satisfaction. Auryc’s like having an expert CX analyst in-house who witnesses and delivers deep ROI insights about what your customers are experiencing and why they are buying- or why not.

(31)4.8 out of 5
Entry Level Price:$259 0 NA MONTH

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 customers. Founded by helpdesk professionals for helpdesk professionals, SmileBack are the feedback specialists.

(118)4.7 out of 5
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Swell helps you grow your business by putting your reputation to work. You focus on doing a great job and let Swell make sure everyone knows about it. When you look as good online as you do in person, new customers will come your way. Swell does it by capturing way more reviews and feedback than competing solutions (like, tons more), while giving you tools to engage with customers and prospects in real-time. With more reviews and better engagement, you’ll look awesome online, rank higher in sear

(340)4.6 out of 5
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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.

(43)4.4 out of 5

GatherUp provides everything you need to gather, manage, and market your customer feedback, online reviews, and testimonials. Connect with your customers. Create workflows to automate feedback requests, surveys, and review requests. Gather your Net Promoter Score, actionable business insights, and 3rd-party online reviews with a frictionless process. Manage and monitor your online reputation with a centralized dashboard. Respond quickly and efficiently to online reviews. Analyze your customer

(12)4.8 out of 5
Entry Level Price:14.95 Month

It's a tool with which you can leverage customer feedback to enhance your brand identity, increase conversion rates and eventually create long-term customer relationships with the help of the eye-catchy widgets!

(189)4.3 out of 5
Entry Level Price:0

We deliver Real-Time Contextual Insights throughout the entire mobile app lifecycle, empowering mobile teams to connect with customers, accelerate their workflow, and release with confidence. With the best-in-class bug and feedback reporting, secure crash reporting, intuitive in-app surveys, and reliable infrastructure that supports over two billion devices worldwide, Instabug helps development and product teams easily collect bugs and feedback from beta testers and customers. Instabug automat

(28)4.2 out of 5
Entry Level Price:$0 per month

Qualaroo is an automated research platform designed to help digital product teams collect valuable insights from their users at scale in the quickest and most seamless way possible. Qualaroo relieves teams of the burdens that comes with user research. From your mobile app to web app, you can deploy Qualaroo’s trademark nudge and use features like advanced targeting, dynamic insight reporting, sentiment analysis and more. Leading brands like Zillow, Lenovo, Twilio, TripAdvisor trust Qualaroo to

(66)4.3 out of 5
Optimized for quick response

SAP Clicktools enables business to drive sales and refine service though automated and actionable customer data. Utilizing deep out-of-the-box integration, Clicktools Enterprise Feedback Management allows business users to capture rich customer sentiment, refine centralized 360 account data, and engage customers with automated workflows to improve sales, refine service, identify new opportunities, and more... Clicktools and Salesforce seamlessly integrate, enabling organizations to automate and

(15)4.4 out of 5
Entry Level Price:$289/€249 /Month

Mopinion is All-in-One User Feedback Software for Digital Channels. Mopinion helps digital enterprises listen, understand, and act across all digital touchpoints (web, mobile, and email). Mopinion enables its users to create customisable online feedback forms (including various CX metrics such as NPS, CES, and CSAT) and trigger them based on rules such as mouse movement, time on page, exit intent and much more. It also includes comprehensive visualisation in customisable dashboards as well as

(59)4.3 out of 5
Entry Level Price:$990 month

Chattermill is an AI-powered platform that helps companies drive customer loyalty and growth. With Chattermill you can take unstructured customer feedback from a variety of sources and generate clear and actionable insights in real-time. Customer Experience employees leverage our platform to identify themes and sentiment in each piece of customer feedback with human-level accuracy. AI-based insights help track how customers feel about their experiences identifying the areas that impact customer

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Check out the G2 Grid® for the top Enterprise Feedback Management Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
Leaders
High Performers
Contenders
Niche
CallidusCloud Clicktools
UserVoice
Qualaroo
GetFeedback
Survicate
UserTesting
TopBox
Podium
Nicereply
Usabilla
SoGoSurvey
Instabug
GatherUp
SatisMeter
Promoter.io
Delighted
Chattermill
Apptentive
Outgrow
G2
SurveyMe
Mopinion All-in-one User Feedback Software for Digital Channels
Swell
Service Hub
Simplesat
Thematic
SmileBack
Auryc
Listen360
ClearlyRated
SurveyMonkey Enterprise
Beupify
Alchemer EFM
Market Presence
Satisfaction

Learn More About Enterprise Feedback Management Software

What is Enterprise Feedback Management Software?

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.

Why Use Enterprise Feedback Management Software?

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

  • Use of different channels to efficiently gather feedback from your customer base
  • Quick notification of negative feedback, which allows businesses to effectively respond
  • Visualization of data that analyzes which strategies are effective and ineffective
  • Increased customer loyalty through meaningful interaction and incident management
  • Additional insight on customer behavior and expectations

Who Uses 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.

Kinds of Enterprise Feedback Management Software

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.

Enterprise Feedback Management Software Features

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.

Potential Issues with Enterprise Feedback Management Software

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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