# Best Enterprise Feedback Management Software *By [Jeffrey Lin](https://research.g2.com/insights/author/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](https://www.g2.com/categories/crm). While EFM software can have significant overlap with [survey software](https://www.g2.com/categories/survey) and [experience management software](https://www.g2.com/categories/experience-management), 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 - **Leader:** [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - **Highest Performer:** [Simplesat](https://www.g2.com/products/simplesat/reviews) - **Easiest to Use:** [Glassbox](https://www.g2.com/products/glassbox/reviews) - **Top Trending:** [Kapture CX](https://www.g2.com/products/kapture-cx/reviews) - **Best Free Software:** [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) --- **Sponsored** ### unitQ unitQ is the AI quality intelligence platform that unifies every customer signal into one system, connects it to your most critical business metrics, and tells every team exactly what to prioritize — before your KPIs move. Built on six purpose-built products in one platform, unitQ gives organizations everything they need to detect issues the moment they emerge, understand their business impact, benchmark quality against competitors, evaluate every support interaction, uncover qualitative insight at scale, and act on what customers are saying across social — all from a single source of truth. The result: product, engineering, CX, and leadership teams stop working from fragmented tools and different versions of customer reality — and start making faster, more confident decisions grounded in what customers are actually experiencing right now. The products millions of consumers love every day — including Pinterest, Adobe, PayPal, and Bumble — trust unitQ to close the gap between what customers experience and what companies know about it. Video: https://vimeo.com/1185696845/72c8d2dbbf?share=copy&fl=sv&fe=ci [Visit company website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=32&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=134003&secure%5Bresource_id%5D=32&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fenterprise-feedback-management%2Ff%2Fsecurity&secure%5Btoken%5D=d71023879c4497d0f97b324ee64d9e61f75be0ae78805716f5c9760460f5558e&secure%5Burl%5D=https%3A%2F%2Funitq.com%2Fproduct&secure%5Burl_type%5D=paid_promos) --- ## Top-Rated Products (Ranked by G2 Score) ### 1. [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) 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, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform **Average Rating:** 4.4/5.0 **Total Reviews:** 6,877 **User Satisfaction Scores:** - **Ease of Use:** 8.4/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 8.6/10 (Category avg: 9.0/10) - **Feedback Collection:** 8.6/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 8.3/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce) - **Company Website:** https://www.salesforce.com/ - **Year Founded:** 1999 - **HQ Location:** San Francisco, CA - **Twitter:** @salesforce (580,768 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (88,363 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Salesforce Administrator, Salesforce Developer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 41% Mid-Market, 37% Enterprise #### Pros & Cons **Pros:** - Ease of Use (1705 reviews) - Features (1497 reviews) - Case Management (1479 reviews) - Efficiency (1297 reviews) - Helpful (821 reviews) **Cons:** - Complexity (912 reviews) - Learning Curve (787 reviews) - Steep Learning Curve (628 reviews) - Expensive (585 reviews) - Missing Features (584 reviews) ### 2. [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) Service Hub delivers AI-powered customer service at scale by unifying customer insights, providing omnichannel support tools, and enabling efficient self-service options within a single platform. Core Value Proposition: Service Hub addresses three critical customer service challenges: scaling support teams without proportional headcount increases, maintaining service quality across multiple communication channels, and leveraging customer data to drive retention and growth. The platform connects customer service data with information from sales and marketing, providing support representatives with complete customer context. Key Capabilities: Omnichannel Help Desk: Service Hub consolidates support requests from multiple communication channels into a single interface. Teams manage all customer communications without switching between tools, ensuring consistent response quality across channels. AI-Powered Efficiency: The platform includes AI features that automate ticket routing, suggest relevant knowledge base articles, and identify patterns in customer issues to improve resolution speed and support team productivity. Self-Service Tools: Service Hub provides knowledge base creation, chatbot functionality, and customer portal capabilities enabling customers to find answers independently. This reduces ticket volume and support team workload while improving customer satisfaction. Data-Driven Retention: The platform offers customer health scoring, efficiency reporting, and trend analysis that help service leaders identify at-risk accounts, optimize team performance, and connect support activities to business growth metrics. Service Hub vs. Alternatives: Unlike standalone ticketing systems operating in isolation, Service Hub shares customer data with sales and marketing platforms, enabling support teams to see complete customer journey context. Representatives can access purchase history, marketing interactions, and sales conversations without needing to request information from other departments. Service Hub eliminates the need to purchase and integrate separate tools for live chat, knowledge base management, customer feedback collection, and service analytics by providing these capabilities within the unified HubSpot platform. Who Should Use Service Hub: Service Hub serves customer experience leaders seeking to scale support efficiently, support teams needing complete customer context for quality service delivery, and organizations wanting to connect service metrics to retention and growth outcomes. The platform enables CX leaders to focus on efficient reps empowered by AI. Outcome: Service Hub helps teams deliver delightful support at scale with unified customer insights, create efficient reps empowered by AI, and scale their company, not complexity. **Average Rating:** 4.4/5.0 **Total Reviews:** 2,803 **User Satisfaction Scores:** - **Ease of Use:** 8.6/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 8.6/10 (Category avg: 9.0/10) - **Feedback Collection:** 8.7/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 8.5/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [HubSpot](https://www.g2.com/sellers/hubspot) - **Company Website:** https://www.HubSpot.com - **Year Founded:** 2006 - **HQ Location:** Cambridge, MA - **Twitter:** @HubSpot (785,472 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/68529/ (11,979 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Customer Success Manager, Customer Success Specialist - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 60% Small-Business, 37% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (325 reviews) - Features (214 reviews) - Helpful (170 reviews) - Efficiency (155 reviews) - Case Management (147 reviews) **Cons:** - Missing Features (117 reviews) - Limited Customization (93 reviews) - Limited Features (88 reviews) - Lack of Features (75 reviews) - Ticket Management (75 reviews) ### 3. [Glassbox](https://www.g2.com/products/glassbox/reviews) Glassbox is a customer intelligence and digital experience analytics platform designed to help enterprises understand, optimize, and enhance the customer experience and digital accessibility of their digital channels. One of the standout features of Glassbox is its capability to securely capture 100% of user sessions across both web and mobile applications. This end-to-end visibility allows teams to analyze every step of the customer journey, effectively pinpointing friction points and enabling real-time action. By utilizing advanced artificial intelligence, Glassbox captures and analyzes data from every online interaction, providing businesses with a comprehensive view of customer behavior and preferences. This wealth of data empowers organizations to act swiftly, transforming raw data into actionable insights that improve both the customer experience and the conversion rate. Large global enterprises in sectors such as finance, insurance, and healthcare, Glassbox serves as a vital tool for uncovering the root causes of customer challenges. It assists organizations in remediating customer experience issues and creating digital journeys that are inclusive, seamless, and engaging. The platform’s AI-powered insights not only enhance accessibility monitoring but also incorporate fraud prevention capabilities, giving organizations the agility to respond to issues within minutes and adapt to the evolving needs of their customers. Glassbox has been recognized by G2 as a leader in customer intelligence solutions and product analytics, reflecting its effectiveness in delivering the clarity and confidence that enterprises require. By providing a robust framework for creating compliant, accessible, and impactful digital experiences, Glassbox stands out in its category, offering unique selling points that cater to the diverse needs of its users. With its focus on data-driven decision-making and customer-centric strategies, Glassbox is positioned as a crucial ally for organizations aiming to thrive in the digital landscape. **Average Rating:** 4.9/5.0 **Total Reviews:** 786 **User Satisfaction Scores:** - **Ease of Use:** 9.7/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 10.0/10 (Category avg: 9.0/10) - **Feedback Collection:** 10.0/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 10.0/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Glassbox](https://www.g2.com/sellers/glassbox) - **Company Website:** https://www.glassbox.com/ - **Year Founded:** 2010 - **HQ Location:** London - **Twitter:** @GlassboxDigital (1,804 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10491772/ (270 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Digital Analyst, Product Owner - **Top Industries:** Financial Services, Insurance - **Company Size:** 77% Enterprise, 18% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (210 reviews) - Session Replay (190 reviews) - Insights (174 reviews) - Helpful (132 reviews) - Customer Understanding (122 reviews) **Cons:** - Session Issues (70 reviews) - Not Intuitive (65 reviews) - Session Management (62 reviews) - Learning Curve (61 reviews) - Missing Features (54 reviews) ### 4. [Simplesat](https://www.g2.com/products/simplesat/reviews) Simplesat is a feedback management tool designed to help organizations enhance their customer engagement by increasing survey response rates. This solution offers a flexible approach to gathering feedback, enabling businesses to create visually appealing and personalized surveys that resonate with their customers. By integrating with popular platforms such as Zendesk, Intercom, Autotask, and Salesforce, Simplesat makes it convenient for customers to provide feedback through their preferred communication channels, ensuring that every interaction is an opportunity for valuable insights. The target audience for Simplesat includes businesses of all sizes that prioritize customer experience and seek to understand their clients' opinions more deeply. By utilizing a variety of feedback survey types, such as Customer Satisfaction (CSAT) and Customer Effort Score (CES) surveys, organizations can capture immediate reactions following key customer interactions, such as onboarding or support ticket resolutions. Additionally, scheduled Net Promoter Score (NPS) surveys provide a broader perspective on customer sentiment over time, helping businesses identify trends and areas for improvement. One of the standout features of Simplesat is its robust data interpretation capabilities. Users can easily navigate the Dashboard to generate insightful reports, create leaderboards, and segment their customer base for targeted analysis. This functionality allows businesses to drill down into individual responses and understand the nuances of customer feedback. By learning the right questions to ask, organizations can ensure that they are addressing the most pressing concerns and priorities of their customers. Simplesat also emphasizes the importance of closing the feedback loop. The tool enables businesses to set up automated responses for dissatisfied customers, connecting them with agents who can access their feedback history for a more personalized resolution. Conversely, it encourages outreach to satisfied customers, such as requesting Google reviews after receiving high ratings. This proactive approach not only enhances a company's reputation but also contributes positively to search engine optimization (SEO) efforts. Furthermore, sharing positive feedback within teams serves as a motivational boost, fostering a culture of recognition and improvement. Incorporating Simplesat into daily operations transforms feedback collection from a cumbersome task into a seamless process. By prioritizing customer feedback and making it an integral part of business practices, organizations can foster stronger relationships with their clients, ultimately leading to improved satisfaction and loyalty. **Average Rating:** 4.8/5.0 **Total Reviews:** 161 **User Satisfaction Scores:** - **Ease of Use:** 9.6/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.2/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.3/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.3/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Simplesat](https://www.g2.com/sellers/simplesat) - **Company Website:** https://www.simplesat.io - **Year Founded:** 2016 - **HQ Location:** Seattle, Washington - **Twitter:** @simplesat (189 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/13224182/ (26 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** President - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 56% Small-Business, 40% Mid-Market #### Pros & Cons **Pros:** - Customer Support (13 reviews) - Ease of Use (12 reviews) - Easy Setup (9 reviews) - Survey Creation (8 reviews) - Easy Integrations (7 reviews) **Cons:** - Expensive (2 reviews) - Integration Issues (2 reviews) - Survey Issues (2 reviews) - Complex Usability (1 reviews) - Connection Issues (1 reviews) ### 5. [Delighted](https://www.g2.com/products/delighted/reviews) 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. **Average Rating:** 4.7/5.0 **Total Reviews:** 59 **User Satisfaction Scores:** - **Ease of Use:** 9.6/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.0/10 (Category avg: 9.0/10) - **Feedback Collection:** 8.6/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 7.8/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Qualtrics](https://www.g2.com/sellers/qualtrics) - **Year Founded:** 2002 - **HQ Location:** Provo, UT - **Twitter:** @Qualtrics (42,143 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/314350/ (6,019 employees on LinkedIn®) - **Ownership:** NASDAQ: XM **Reviewer Demographics:** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 62% Mid-Market, 40% Small-Business ### 6. [Kapture CX](https://www.g2.com/products/kapture-cx/reviews) Kapture is an enterprise-grade, generative AI-powered omnichannel customer experience management platform designed to enhance customer support and engagement. This innovative solution empowers businesses to adapt to the evolving expectations of their customers, transforming standard interactions into exceptional experiences. By leveraging advanced technology and a customer-centric approach, Kapture ensures that every engagement is personalized and relevant, addressing the unique needs of each individual. Targeted primarily at businesses in sectors such as retail, banking, financial services and insurance (BFSI), travel, and consumer durables, Kapture serves over 1,000 organizations across 16 countries. This diverse clientele benefits from Kapture's ability to streamline customer interactions across various channels, including social media, email, chat, and voice. The platform is particularly valuable for companies aiming to enhance their customer service capabilities, improve satisfaction rates, and foster lasting relationships with their customers. Kapture's key features include intelligent routing, real-time analytics, and a unified dashboard that provides a comprehensive view of customer interactions. The intelligent routing system ensures that inquiries are directed to the most suitable agents based on their expertise, leading to quicker and more effective resolutions. Real-time analytics empower businesses to monitor performance metrics, identify trends, and make data-driven decisions to enhance service quality. The unified dashboard consolidates information from multiple channels, enabling support teams to respond promptly and effectively to customer needs. Utilizing Kapture offers benefits that extend beyond improved customer satisfaction. By providing tailored experiences and leveraging AI-driven insights, businesses can increase operational efficiency and reduce response times. Kapture's focus on context and intelligence in every resolution helps organizations not only meet but exceed customer expectations. This capability is particularly crucial in competitive markets where customer loyalty is paramount. Kapture distinguishes itself in the customer experience management category by combining advanced technology with a deep understanding of customer needs. Its omnichannel approach ensures that businesses can engage with their customers seamlessly, regardless of the platform, while its generative AI capabilities facilitate continuous improvement in service delivery. This makes Kapture an essential tool for organizations looking to elevate their customer support and create meaningful, lasting connections with their clientele. **Average Rating:** 4.5/5.0 **Total Reviews:** 331 **User Satisfaction Scores:** - **Ease of Use:** 9.1/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 6.7/10 (Category avg: 9.0/10) - **Feedback Collection:** 5.0/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 5.0/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Kapture CX](https://www.g2.com/sellers/kapture-cx) - **Year Founded:** 2011 - **HQ Location:** Bangalore - **Twitter:** @KaptureCX (141 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/9310674/ (581 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Team Leader, Manager - **Top Industries:** Consumer Services, Pharmaceuticals - **Company Size:** 59% Mid-Market, 28% Small-Business #### Pros & Cons **Pros:** - Ease of Use (127 reviews) - Features (92 reviews) - Helpful (86 reviews) - User-Friendly (78 reviews) - Efficiency (76 reviews) **Cons:** - Slow Performance (58 reviews) - Slow Loading (54 reviews) - Slow Speed (46 reviews) - Delays (42 reviews) - Improvement Needed (39 reviews) ### 7. [ReputationStacker](https://www.g2.com/products/reputationstacker/reviews) ReputationStacker's review management software helps businesses get more reviews, rank higher in local search, and win more customers... automatically. It’s a completely hands-off reputation management system, so you can focus on running your business while the system does the work for you. RS’s reporting suite turns qualitative feedback from reviews and NPS surveys into quantified, actionable data you can use to immediately improve your business and create better customer experiences... which of course drives more positive reviews. ReputationStacker is built to scale, making it especially powerful for multi-location businesses looking to boost reviews, improve customer experience, and dominate local search. **Average Rating:** 4.9/5.0 **Total Reviews:** 44 **User Satisfaction Scores:** - **Ease of Use:** 9.7/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 10.0/10 (Category avg: 9.0/10) - **Feedback Collection:** 10.0/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 10.0/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [ReputationStacker](https://www.g2.com/sellers/reputationstacker) - **Year Founded:** 2016 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/reputationstacker/ (2 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Consumer Services, Health, Wellness and Fitness - **Company Size:** 50% Small-Business, 36% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (12 reviews) - Review Increase (11 reviews) - Reputation Management (8 reviews) - Automation (7 reviews) - Easy Setup (6 reviews) **Cons:** - Connection Issues (1 reviews) - Difficult Learning (1 reviews) - Expensive (1 reviews) - Filtering Issues (1 reviews) - Filtering Limitations (1 reviews) ### 8. [UserTesting](https://www.g2.com/products/usertesting/reviews) UserTesting is the leader in human insight. Our Human Insight Engine empowers teams to validate decisions, co-innovate at scale, and accelerate the path to their best products and experiences. By embedding real human feedback into every stage of development—from ideation to launch—organizations can eliminate guesswork, align stakeholders, and deliver experiences that truly meet evolving customer needs. **Average Rating:** 4.4/5.0 **Total Reviews:** 730 **User Satisfaction Scores:** - **Ease of Use:** 8.4/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.0/10 (Category avg: 9.0/10) - **Feedback Collection:** 8.6/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 8.0/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [UserTesting](https://www.g2.com/sellers/usertesting) - **Company Website:** https://www.usertesting.com - **Year Founded:** 2007 - **HQ Location:** San Francisco, CA - **Twitter:** @usertesting (42,921 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/564709/ (1,842 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** UX Researcher, Product Designer - **Top Industries:** Financial Services, Computer Software - **Company Size:** 41% Enterprise, 37% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (90 reviews) - Helpful (70 reviews) - Time-saving (46 reviews) - Customer Support (37 reviews) - Features (35 reviews) **Cons:** - Missing Features (28 reviews) - Testing Difficulties (28 reviews) - Survey Issues (22 reviews) - Participant Management (21 reviews) - Expensive (20 reviews) ### 9. [SmileBack](https://www.g2.com/products/smileback/reviews) 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. **Average Rating:** 4.8/5.0 **Total Reviews:** 33 **User Satisfaction Scores:** - **Ease of Use:** 9.8/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.5/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.8/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.5/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [ConnectWise](https://www.g2.com/sellers/connectwise) - **Year Founded:** 1982 - **HQ Location:** Tampa, FL - **Twitter:** @ConnectWise (14,927 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/48576/ (3,439 employees on LinkedIn®) - **Phone:** 800-671-6898 **Reviewer Demographics:** - **Top Industries:** Information Technology and Services - **Company Size:** 77% Small-Business, 23% Mid-Market #### Pros & Cons **Pros:** - Easy Setup (2 reviews) - Automation (1 reviews) - Feedback (1 reviews) - Implementation Ease (1 reviews) - Integrations (1 reviews) **Cons:** - Limited Reporting (1 reviews) - Survey Issues (1 reviews) ### 10. [Chattermill](https://www.g2.com/products/chattermill/reviews) Chattermill is the customer experience intelligence and Voice of Customer (VoC) platform designed to help organizations effectively unify and analyze their customer feedback across any channel. By leveraging advanced AI technology, Chattermill empowers businesses to extract meaningful insights from diverse data sources, including surveys, reviews, support tickets, conversations, and social media interactions. This comprehensive approach enables companies to identify recurring issues, understand customer pain points, and drive product improvements with confidence. Targeted primarily at customer-focused teams, Chattermill serves a wide range of industries, including e-commerce, hospitality, and retail. Organizations like Uber, HelloFresh, Booking.com, Tesco, JustEat, and H&M utilize Chattermill to transform their customer experiences and foster business growth. The platform is particularly beneficial for Customer Experience (CX) and Voice of Customer (VoC) teams, as it allows them to pinpoint factors affecting customer satisfaction and loyalty. Additionally, Product and UX teams can prioritize enhancements based on genuine customer needs, while Support and Operations teams can identify recurring issues before they escalate into larger problems. One of Chattermill's key features is its powerful AI analytics capability, which enables the extraction of actionable insights from unstructured text feedback. This functionality allows businesses to uncover clear trends and patterns that inform strategic decision-making. By providing clarity and insights, Chattermill helps organizations improve their products and services, ultimately leading to increased customer satisfaction. The platform's ability to consolidate and scale voice-of-customer analysis also benefits Insights and Data teams, making it easier to manage and interpret large volumes of feedback. Chattermill stands out in the feedback analytics category due to its commitment to delivering deep, actionable insights rather than just surface-level metrics. This focus on understanding customer sentiment allows organizations to make informed decisions that enhance their overall customer experience. The platform has received recognition from G2, being named a Grid Leader and Momentum Leader in Feedback Analytics Products, among other accolades. These distinctions highlight Chattermill's effectiveness and user satisfaction within the competitive landscape of customer feedback solutions. For organizations looking to deepen their understanding of customer experiences and drive meaningful improvements, Chattermill offers a robust solution that integrates seamlessly into existing workflows. By harnessing the power of AI and comprehensive feedback analysis, businesses can navigate the complexities of customer sentiment and foster lasting loyalty. **Average Rating:** 4.5/5.0 **Total Reviews:** 219 **User Satisfaction Scores:** - **Ease of Use:** 8.7/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 8.7/10 (Category avg: 9.0/10) - **Feedback Collection:** 8.8/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 8.8/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Chattermill](https://www.g2.com/sellers/chattermill) - **Company Website:** https://chattermill.com/ - **Year Founded:** 2015 - **HQ Location:** London - **Twitter:** @ChattermillAI (460 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/9443815/ (74 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Senior Product Manager, Product Manager - **Top Industries:** Retail, Financial Services - **Company Size:** 51% Mid-Market, 42% Enterprise #### Pros & Cons **Pros:** - Ease of Use (48 reviews) - Feedback Management (38 reviews) - Customer Insights (35 reviews) - Insights Generation (35 reviews) - Insights Analysis (30 reviews) **Cons:** - Not Intuitive (12 reviews) - Complex Usability (10 reviews) - Inaccuracy (10 reviews) - Insufficient Information (10 reviews) - AI Limitations (9 reviews) ### 11. [BugHerd](https://www.g2.com/products/bugherd/reviews) BugHerd makes it easy for clients to leave website feedback. They simply point, click and comment - BugHerd grabs a screenshot, saves technical details and creates a task for your team to track. It's a simple tool for clients to use without requiring them to create accounts or log in. BugHerd website feedback & bug reporting tool is ideal for teams that build websites, including:  - Agencies - Web Developers - Web Designers - Project Managers - QA/UA Testers - Marketing Professionals - Content Creators One of the key differences between BugHerd and other platforms is that users pin their comments directly on live webpages. This makes it easy to show exactly where feedback or issues are. This is a huge benefit when collecting feedback from multiple clients or stakeholders as they can see the feedback that's already been given and avoid duplication. All feedback automatically comes with a screenshot and technical details such as browser, URL, operating system, etc; and each comment is transformed into a trackable task on an inbuilt Kanban board, enabling teams to prioritize and resolve issues efficiently. BugHerd also has deep two-way integrations with all project management tools such as ClickUp, monday.com, Asana, Trello, Jira, and more; as well as supporting integrations with collaboration tools like Slack & Microsoft Teams, and developer tools like GitHub. BugHerd also has a fully featured API and Webhook support enabling custom integrations with any application. This allows teams to manage their workflow without disruption, ensuring that feedback is incorporated into existing processes. By centralizing feedback and task management, BugHerd not only improves team efficiency but also contributes to higher client satisfaction, as clients see their suggestions implemented in a timely manner. Effortless feedback. Happier clients. Better websites. Get started in minutes, with a free trial today or book a 1:1 demo. https://bugherd.com **Average Rating:** 4.7/5.0 **Total Reviews:** 178 **User Satisfaction Scores:** - **Ease of Use:** 9.4/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 8.6/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.3/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.3/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [BugHerd](https://www.g2.com/sellers/bugherd-4165e3c8-d810-4fb0-b78f-6e0c4fc4ef09) - **Company Website:** https://bugherd.com/ - **Year Founded:** 2011 - **HQ Location:** Melbourne - **Twitter:** @bugherd (1,615 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/bugherd/about (13 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Project Manager - **Top Industries:** Marketing and Advertising, Design - **Company Size:** 71% Small-Business, 22% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (33 reviews) - Feedback (16 reviews) - Team Collaboration (16 reviews) - Task Management (13 reviews) - Efficiency (12 reviews) **Cons:** - Missing Features (6 reviews) - Software Bugs (4 reviews) - Bug Management (3 reviews) - Complex Usability (3 reviews) - Lack of Tools (3 reviews) ### 12. [Aha!](https://www.g2.com/products/aha/reviews) Aha! is the world's #1 product development software. We help more than 1 million product builders to bring their strategy to life. Our integrated tools empower teams to go from discovery to delivery. The suite includes Aha! Roadmaps, Aha! Discovery, Aha! Ideas, Aha! Whiteboards, Aha! Builder, Aha! Develop, Aha! Teamwork, and Aha! Knowledge. Product teams rely on our expertise, AI assistant, and training programs via Aha! Academy to do their best work. We are proud to be a very different type of high-growth SaaS company. The business is self-funded, profitable, and 100% remote. We are recognized as one of the best fully remote companies to work for, champion the Bootstrap Movement, and have given over $1.5M to people in need through Aha! Cares. Learn more at www.aha.io. **Average Rating:** 4.4/5.0 **Total Reviews:** 352 **User Satisfaction Scores:** - **Ease of Use:** 7.8/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 8.6/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.9/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.0/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Aha! Labs](https://www.g2.com/sellers/aha-labs) - **Company Website:** https://www.aha.io/ - **Year Founded:** 2013 - **HQ Location:** Menlo Park, CA - **Twitter:** @aha_io (22,189 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3110591/ (125 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Product Manager, Senior Product Manager - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 47% Mid-Market, 31% Enterprise #### Pros & Cons **Pros:** - Customer Support (35 reviews) - Ease of Use (32 reviews) - Features (25 reviews) - Helpful (25 reviews) - Project Management (23 reviews) **Cons:** - Learning Curve (19 reviews) - Learning Difficulty (11 reviews) - Limited Features (11 reviews) - Missing Features (11 reviews) - Complexity (8 reviews) ### 13. [Great Recruiters](https://www.g2.com/products/great-recruiters/reviews) Great Recruiters is a specialized feedback and review platform designed specifically for staffing firms to enhance their recruitment processes and brand reputation. This innovative solution enables organizations to gather real-time feedback from candidates and clients, providing valuable insights into the performance of their recruiters and overall organizational effectiveness. By leveraging this data, staffing firms can identify areas for improvement, celebrate successes, and ultimately maximize the potential of their workforce. The target audience for Great Recruiters includes staffing agencies and recruitment firms looking to improve their operational efficiency and client satisfaction. In an industry where reputation and referrals are critical, having a system that facilitates immediate feedback can significantly influence a firm’s ability to attract top talent and maintain strong client relationships. The platform serves various use cases, such as enhancing recruiter performance, increasing candidate engagement, and building a positive brand image through authentic testimonials. Key features of Great Recruiters include real-time reviews, customizable feedback requests, and comprehensive analytics. Users can easily solicit feedback from candidates and clients after interactions, ensuring that insights are timely and relevant. The platform also provides analytics tools that allow staffing firms to track performance metrics over time, helping them make data-driven decisions to enhance their recruitment strategies. Additionally, the ability to showcase positive reviews and testimonials on various platforms can help firms stand out in a competitive market. By utilizing Great Recruiters, staffing firms can significantly improve their return on investment (ROI) by fostering a culture of continuous improvement and accountability. The insights gained from real-time feedback can lead to enhanced recruiter training programs, better candidate experiences, and ultimately, higher placement rates. Furthermore, the platform’s emphasis on building a strong reputation through authentic reviews can lead to increased referrals, further driving growth and success for staffing organizations. Overall, Great Recruiters offers a comprehensive solution that empowers staffing firms to elevate their brand and operational effectiveness in a dynamic industry. **Average Rating:** 4.9/5.0 **Total Reviews:** 162 **User Satisfaction Scores:** - **Ease of Use:** 9.7/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.8/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.8/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.7/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Great Recruiters](https://www.g2.com/sellers/great-recruiters) - **Company Website:** https://www.greatrecruiters.com - **Year Founded:** 2017 - **HQ Location:** Troy, Michigan - **Twitter:** @great_recruiter (324 Twitter followers) - **LinkedIn® Page:** http://www.linkedin.com/company/great-recruiters (11 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Recruiter, Technical Recruiter - **Top Industries:** Staffing and Recruiting, Hospital & Health Care - **Company Size:** 48% Mid-Market, 46% Small-Business #### Pros & Cons **Pros:** - Helpful (22 reviews) - Ease of Use (16 reviews) - Feedback Management (16 reviews) - Feedback (12 reviews) - Customer Support (11 reviews) **Cons:** - Missing Features (4 reviews) - Verification Issues (4 reviews) - Review Management (3 reviews) - Improvement Needed (2 reviews) - Not Intuitive (2 reviews) ### 14. [YourCX](https://www.g2.com/products/yourcx/reviews) YourCX stands out as a comprehensive tool for CX (Customer Experience) and EX (Employee Experience) research, providing research teams with flexible and advanced support in data analysis. The YourCX platform is often compared to a “Swiss Army knife” – its research tools are indispensable in complex and dynamic situations where fast and accurate analysis of user experiences is needed. With a wide range of features such as reporting, alerts, integrations with other systems and technical support, YourCX helps teams precisely identify problems and design more relevant interventions. Customer references underline the high level of professionalism of the YourCX team and their willingness to act proactively, thanks to which organizations are able to quickly adapt to changing market needs. Working with companies such as Multikino, Decathlon and Santander, YourCX has gained recognition for its flexibility and ability to respond quickly to customer needs, which allows for the effective implementation of innovative solutions in the area of ​​customer experience optimization. The company offers substantive and technical support and is committed to sharing knowledge, making it an invaluable partner in user experience management. YourCX is highly valued as a versatile, "Swiss army knife" tool, especially for research teams handling complex customer experience (CX) analysis. Its adaptability enables teams to efficiently capture, analyze, and respond to user data in real-time, making it ideal for dynamic market needs. Clients often highlight the team's professionalism, proactive support, and expertise in CX strategy, enhancing decision-making and optimizing customer satisfaction in challenging scenarios. **Average Rating:** 5.0/5.0 **Total Reviews:** 25 **User Satisfaction Scores:** - **Ease of Use:** 9.4/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.7/10 (Category avg: 9.0/10) - **Feedback Collection:** 10.0/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.9/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [YourCX](https://www.g2.com/sellers/yourcx) - **Year Founded:** 2016 - **HQ Location:** Wroclaw, PL - **Twitter:** @YourCXNews (15 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/yourcx/ (4 employees on LinkedIn®) **Reviewer Demographics:** - **Company Size:** 36% Enterprise, 36% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (6 reviews) - AI Integration (5 reviews) - Flexibility (5 reviews) - Survey Creation (4 reviews) - Customer Insights (3 reviews) **Cons:** - Difficult Learning (3 reviews) - Learning Curve (3 reviews) - Filtering Issues (2 reviews) - Complex Usability (1 reviews) - Dashboard Issues (1 reviews) ### 15. [LiveAgent](https://www.g2.com/products/liveagent/reviews) LiveAgent is a comprehensive help desk and live chat software designed to revolutionize customer support. By offering an all-in-one solution, LiveAgent empowers businesses to deliver personalized interactions that leave a lasting impression. With the fastest chat widget available and a reputation as the #1 rated live chat software for SMBs in 2025, LiveAgent is trusted by industry leaders such as BMW, Yamaha, Huawei, and Oxford University. These companies use LiveAgent to provide top-tier customer service that stands out in a competitive marketplace. Key Features of LiveAgent LiveAgent combines an omnichannel universal inbox, real-time live chat, a built-in call center, and a robust customer service portal to streamline communication. Personalization is at the heart of the software, allowing businesses to enhance interactions through features such as customer segmentation, automation, a built-in CRM, and powerful analytics. Additionally, LiveAgent offers an intuitive customer knowledge base to further improve service efficiency. With access to over 175+ features and 200+ integrations, LiveAgent adapts to your unique business needs and scales as your company grows. Try LiveAgent for Free Start your journey with LiveAgent today with a 1-month free trial—no credit card required. Discover how this advanced tool can transform your customer support operations. 200+ Features Included: • POP3 accounts • Email piping • Forwarding • Departments • Priorities • Statuses • Tags • Rules • Ticket Routing • Canned/Predefined messages • Email templates • Voice integration • Real-time website monitoring and statistics • Chats • Facebook/Twitter/Instagram/Slack integration • Knowledge base • Live Suggestions as you type • Feedback and Contact forms • Agent rating and gamification • Multilingual support • Ticket filters • File sharing and attachments • Chat button templates and much more Exclusive for Startups LiveAgent’s Startup Program offers startups free access to the platform for the first 6 months. After this period, startups can continue enjoying the benefits of LiveAgent at a discounted rate. This program provides a cost-effective way for emerging businesses to leverage world-class customer support tools during their growth phase. Experience the power of LiveAgent and join the ranks of industry-leading companies that prioritize exceptional customer service. **Average Rating:** 4.5/5.0 **Total Reviews:** 1,477 **User Satisfaction Scores:** - **Ease of Use:** 8.9/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 10.0/10 (Category avg: 9.0/10) - **Feedback Collection:** 10.0/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 10.0/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [QualityUnit](https://www.g2.com/sellers/qualityunit) - **Year Founded:** 2004 - **HQ Location:** Bratislava - **Twitter:** @qualityunit (479 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3516632/ (58 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** CEO, Owner - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 67% Small-Business, 29% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (58 reviews) - Features (48 reviews) - Customer Support (45 reviews) - Helpful (42 reviews) - Efficiency (36 reviews) **Cons:** - Learning Curve (12 reviews) - Missing Features (11 reviews) - Not Intuitive (10 reviews) - Steep Learning Curve (10 reviews) - Integration Issues (9 reviews) ### 16. [Chisel](https://www.g2.com/products/chisel-labs-chisel/reviews) Chisel is an AI-powered, enterprise-grade PM Agent with a built-in Feedback + Roadmap system of record. It helps product managers reduce busywork and drive outcomes that matter, such as amplifying revenue and increasing customer adoption. Chisel automates core PM tasks like creating documents (PRDs, release notes, status reports), conducting research and competitive analysis, and capturing ideas from unstructured data, all via a smart conversational interface. With SOC 2 compliance and integrations with tools like Jira, Azure DevOps, Salesforce, and Zendesk, Chisel frees up PMs to focus on strategic work while scaling effortlessly. Check out our website to get a demo, and see how Chisel can help your modern product team. 👉 https://chisellabs.com/?utm\_source=g2 **Average Rating:** 4.7/5.0 **Total Reviews:** 88 **User Satisfaction Scores:** - **Ease of Use:** 9.5/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.5/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.9/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 10.0/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Chisel Labs](https://www.g2.com/sellers/chisel-labs) - **Year Founded:** 2021 - **HQ Location:** San Francisco, US - **Twitter:** @chisellabs (52 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/chisellabs/ (20 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Product Manager, Software Engineer - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 46% Mid-Market, 45% Small-Business #### Pros & Cons **Pros:** - Ease of Use (5 reviews) - AI Integration (4 reviews) - Automation (3 reviews) - Features (3 reviews) - Project Management (3 reviews) **Cons:** - Slow Loading (3 reviews) - Slow Performance (3 reviews) - Ticket Management (2 reviews) - Bug Issues (1 reviews) - Document Management (1 reviews) ### 17. [ProProfs Survey Maker](https://www.g2.com/products/proprofs-survey-maker/reviews) ProProfs Survey Maker is SaaS-based survey software that helps businesses create attractive and personalized feedback surveys through professionally-designed themes. You can use a pre-made survey or create a customized survey to gather data that enables you to measure customer loyalty and satisfaction levels with ease. ProProfs survey maker offers a great survey design to fetch more accurate data. It helps you collect unbiased survey data on a diverse range of topics. More than 100 ready-made templates and over 1,000,000 thoughtfully crafted questions help you get information aligned with your business goals and objectives. Here the main offerings of this highly versatile tool: Surveys NPS Surveys In-App Surveys Popup surveys Forms such as SideBar forms Quizzes Polls Major Attractions of the ProProfs Survey Maker Get an overview of customer activity: The tool provides real-time reports in the form of graphs, charts, and other graphics. Boost customer retention: Everything is made visible on the powerful dashboard for you to compare and create an actionable strategy. Amp up your lead generation and conversions: Get a snapshot of the behaviors and attitudes of the customers. Multiple language support: Get information from customers from around the world. Expand customer outreach: The surveys can be shared across various platforms and social networks. Evaluate customer’s choice: The tool lets you conduct NPS surveys to see if a customer will choose your brand for his/her next buy or recommend any friend or colleague for the same. Gauge your website traffic and gather quick feedback: You can take advantage of the Popup survey, which can be strategically triggered in response to specific actions by the user. Multiple integrations: The survey maker can be integrated with Freshdesk, MailChimp, SalesForce, Constant Contact, Zendesk to capture customer’s details and gather more valuable data. If you face any issue during survey creation, you can take the help of the video tutorials and FAQs available in the help section. **Average Rating:** 4.3/5.0 **Total Reviews:** 47 **User Satisfaction Scores:** - **Ease of Use:** 9.4/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 8.9/10 (Category avg: 9.0/10) - **Feedback Collection:** 8.6/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 8.1/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [ProProfs](https://www.g2.com/sellers/proprofs) - **Year Founded:** 2009 - **HQ Location:** Los Angeles, CA - **Twitter:** @ProProfs (4,743 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/9492925/ (215 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Education Management - **Company Size:** 46% Mid-Market, 34% Small-Business #### Pros & Cons **Pros:** - Ease of Use (6 reviews) - Easy Setup (5 reviews) - Survey Creation (4 reviews) - Quick Setup (3 reviews) - Setup Ease (3 reviews) **Cons:** - Poor Design (2 reviews) - Poor UI (2 reviews) - Cluttered Interface (1 reviews) - Exporting Issues (1 reviews) - Formatting Issues (1 reviews) ### 18. [Sogolytics](https://www.g2.com/products/sogolytics/reviews) Sogolytics is an experience management platform designed to help organizations enhance customer experience, boost employee engagement, and generate actionable insights through its robust survey software. This comprehensive solution caters to businesses of all sizes, providing tools that streamline the process of gathering feedback and analyzing data to drive informed decision-making. The platform is particularly beneficial for organizations looking to understand their customers and employees better. With SogoCX, businesses can focus on improving customer interactions and satisfaction, while SogoEX helps foster a more engaged and motivated workforce. Sogolytics stands out in the experience management category by offering a versatile suite of features that adapt to various use cases, from customer satisfaction surveys to employee engagement assessments. This adaptability makes it suitable for diverse industries, including retail, healthcare, education, and more. Key features of Sogolytics include seamless automation of data collection and analysis, which significantly reduces the time and effort required to gather insights. The user-friendly interface allows users to navigate the platform effortlessly, making it accessible even for those with limited technical expertise. Additionally, the powerful reporting engine transforms raw data into visually appealing and easily interpretable reports, enabling organizations to quickly identify trends and areas for improvement. Another notable aspect of Sogolytics is its integration capabilities with popular CRM systems and other business tools, ensuring that organizations can leverage their existing technology stack effectively. The platform prioritizes data security, adhering to the highest industry standards to protect sensitive information. Automated feedback collection through APIs further enhances the user experience, allowing organizations to gather real-time insights without manual intervention. Sogolytics also emphasizes customer support, offering 24/7 assistance via phone, email, and chat. This commitment to service ensures that users can resolve issues promptly and maximize the platform's potential. By providing a comprehensive and secure experience management solution, Sogolytics empowers organizations to make data-driven decisions that enhance both customer and employee experiences. **Average Rating:** 4.6/5.0 **Total Reviews:** 85 **User Satisfaction Scores:** - **Ease of Use:** 8.6/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.2/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.5/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.1/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Sogolytics](https://www.g2.com/sellers/sogolytics) - **Company Website:** https://www.sogolytics.com/ - **Year Founded:** 2013 - **HQ Location:** Herndon, VA - **Twitter:** @Sogolytics (8,675 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2315708/ (104 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Non-Profit Organization Management, Education Management - **Company Size:** 49% Small-Business, 27% Mid-Market #### Pros & Cons **Pros:** - Customer Support (3 reviews) - Ease of Use (2 reviews) - Feedback (2 reviews) - Feedback Management (2 reviews) - Flexibility (2 reviews) **Cons:** - Complex Usability (1 reviews) - Inadequate Filtering (1 reviews) - Not Intuitive (1 reviews) - Survey Issues (1 reviews) ### 19. [Outgrow](https://www.g2.com/products/outgrow/reviews) 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. 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 1000 pre-made content pieces and funnels that are optimized to improve conversion so you can change the questions, make a few tweaks so it's consistent with your brand and have your own interactive content ready in minutes. **Average Rating:** 4.7/5.0 **Total Reviews:** 314 **User Satisfaction Scores:** - **Ease of Use:** 9.3/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.7/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.0/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.8/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Outgrow](https://www.g2.com/sellers/outgrow) - **Company Website:** https://www.outgrow.co - **Year Founded:** 2012 - **HQ Location:** New York, NY - **Twitter:** @OutgrowCo (3,639 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/7966190/ (63 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Founder, CEO - **Top Industries:** Marketing and Advertising, Computer Software - **Company Size:** 79% Small-Business, 17% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (46 reviews) - Customer Support (30 reviews) - Helpful (28 reviews) - Features (27 reviews) - Easy Setup (23 reviews) **Cons:** - Learning Curve (11 reviews) - Limited Features (11 reviews) - Missing Features (11 reviews) - Expensive (10 reviews) - Limited Customization (8 reviews) ### 20. [sterloCare](https://www.g2.com/products/sterlo-sterlocare/reviews) sterloCare is a comprehensive healthcare digitization platform designed to enhance patient satisfaction and ensure compliance with regulatory standards such as NABH and JCI. Developed on a no-code platform, it enables hospitals to streamline operations across all departments, improving service quality and operational efficiency. The system seamlessly integrates with existing Hospital Information Systems (HIS) and offers flexible deployment options, including cloud and on-premise solutions. Accessible via desktops, tablets, and mobile devices, sterloCare provides real-time updates and supports role-based workflows with automated escalations to ensure timely task completion. Key Features and Functionality: - Service Request Management: Utilizes QR code-based triggers to efficiently manage service requests, track complaints, and gather patient feedback, facilitating prompt responses and improved patient care. - Digital Token System: Monitors outpatient journeys, reducing wait times and enhancing the overall patient experience. - Porter Management Software: Optimizes porter services, ensuring efficient patient transport within the hospital. - Automated Workflows and Escalations: Implements role-based workflows with built-in escalations, ensuring tasks are completed promptly and efficiently. - Real-Time Notifications: Delivers instant updates via mobile and email, keeping staff informed about task statuses and approvals. - Multilingual Support: Offers a user-friendly interface with support for multiple languages, catering to diverse regional needs. - Seamless Integration: Facilitates integration with existing HIS and other software systems, promoting efficient information flow and harmonious workflows. - Customizable Dashboards and Reports: Provides interactive dashboards and detailed reports, enabling data-driven decision-making and performance monitoring across departments. Primary Value and Solutions Provided: sterloCare addresses critical challenges in healthcare management by digitizing and automating various hospital processes. It enhances operational efficiency, reduces manual workloads, and ensures compliance with accreditation standards like NABH and JCI. By improving patient engagement through efficient service request handling and feedback mechanisms, sterloCare contributes to higher patient satisfaction. Its comprehensive reporting tools and real-time monitoring capabilities empower healthcare administrators to make informed decisions, ultimately leading to better patient outcomes and streamlined hospital operations. **Average Rating:** 4.7/5.0 **Total Reviews:** 21 **User Satisfaction Scores:** - **Ease of Use:** 9.8/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.7/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.5/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.2/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [sterlo](https://www.g2.com/sellers/sterlo-a4c301d4-2da5-4501-aeb2-f54421a73486) - **Year Founded:** 2019 - **HQ Location:** Erode, IN - **LinkedIn® Page:** https://www.linkedin.com/company/sterlocare (15 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Hospital & Health Care - **Company Size:** 86% Enterprise, 14% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (21 reviews) - Patient Care (16 reviews) - Customer Support (15 reviews) - Communication (12 reviews) - Efficiency (11 reviews) **Cons:** - Notification Issues (3 reviews) - Excessive Notifications (2 reviews) - Messaging Issues (2 reviews) - Notification Problems (2 reviews) - Connectivity Issues (1 reviews) ### 21. [Usersnap](https://www.g2.com/products/usersnap/reviews) 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-centric processes and rely on Usersnap to gain clarity for product decisions. Companies such as Red Hat, Erste Bank, Lego, and Harvard University partner with Usersnap to excel in their enterprise growth and operations. Usersnap is a platform to capture, organize, respond, and scale user feedback for agile product testing and instant feature validation. Here are the most popular use cases: ❇️ Website customer feedback ❇️ Quality assurance of design and development ❇️ Managing UAT (user acceptance testing) or beta testing ❇️ Gathering feature requests ❇️ In-product user research How do you know you need a user feedback solution? Ask yourself these 3 questions: 💭 Why are you skipping user testing and stakeholder feedback rounds? Clear bug reports with screen captures, annotations, voice feedback, and automated metadata by Usersnap can free up back-and-forth troubleshooting time and make feedback loops 30% more efficient. 💭 Why are you only taking second-hand feature requests from Sales and CS? Bring first-hand user feedback into daily workflows with 50+ robust integrations, such as Jira, Zendesk, Slack, Asana. Empower your teams to see problems from the user's eyes to solve the right issues. 💭 Why is the user adoption rate low? How do you explain why? Reveal the why of user behaviors with targeted and segmented interactive micro surveys that boost response rates up to 50%. 🚀✨ Try Usersnap for free. Collect 20 feedback items on your trial account for free, no credit card commitment. **Average Rating:** 4.5/5.0 **Total Reviews:** 89 **User Satisfaction Scores:** - **Ease of Use:** 9.6/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.1/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.7/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.4/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Usersnap](https://www.g2.com/sellers/usersnap) - **Company Website:** https://usersnap.com/ - **Year Founded:** 2013 - **HQ Location:** Perg, Austria - **Twitter:** @usersnap (2,814 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3114893/ (15 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 65% Small-Business, 30% Mid-Market #### Pros & Cons **Pros:** - Integrations (6 reviews) - Ease of Use (5 reviews) - Easy Integrations (4 reviews) - Automation (2 reviews) - Features (2 reviews) **Cons:** - Expensive (3 reviews) - Missing Features (2 reviews) - Cluttered Interface (1 reviews) - Custom Fields Issues (1 reviews) - Dashboard Issues (1 reviews) ### 22. [Maze](https://www.g2.com/products/maze-maze/reviews) All of your research, one platform. Trusted by over 60,000 product teams, Maze empowers researchers to be change-makers, turning research into a center of influence and customer insights into a lasting competitive advantage. By bringing recruiting, testing, and analysis together, Maze helps organizations move from intuition to evidence, faster. From researchers to designers and product managers, anyone can run studies that answer any question and drive better decisions at any altitude. Equipped with Maze’s research-grade AI, teams can focus on what matters most: understanding people, uncovering insights, and shaping change with confidence. **Average Rating:** 4.5/5.0 **Total Reviews:** 108 **User Satisfaction Scores:** - **Ease of Use:** 8.9/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.8/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.4/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 9.2/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Maze](https://www.g2.com/sellers/maze) - **Year Founded:** 2018 - **HQ Location:** San Francisco, US - **Twitter:** @mazedesignHQ (4,406 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/mazedesign/ (162 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Product Designer, UX Designer - **Top Industries:** Computer Software, Financial Services - **Company Size:** 48% Mid-Market, 32% Small-Business #### Pros & Cons **Pros:** - Features (7 reviews) - Ease of Use (6 reviews) - User Interface (6 reviews) - Intuitive (5 reviews) - Customer Insights (3 reviews) **Cons:** - Limitations (4 reviews) - Limited Functionality (4 reviews) - Complex Usability (3 reviews) - Complexity (2 reviews) - Limited Customization (2 reviews) ### 23. [Nicereply](https://www.g2.com/products/nicereply/reviews) 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. Set up once, collect forever. Nicereply helps hundreds of teams at companies like Microsoft, Lenovo, Hubspot, and Buffer to measure and improve the quality of their customer experience. - Measure Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) per agent, team, country, product line or company-wide - Use Post-resolution email surveys to survey your customers automatically after you resolve a ticket, conversation, chat, deal, etc. Once set, you don’t have to do a thing. - Use In-signature surveys to ask customers for feedback at the bottom of every email. Act quickly to turn a conversation around, when it starts to derail. - Use survey link URLs & turn any customer touchpoint into an opportunity to gather feedback about the brand and customer experience. - Get real-time feedback on your website's user experience. Nicereply's website pop-up surveys can help you convert more customers by improving your website & software's usability - Increase your survey response rates by 200% by combining in-signature surveys and post-resolution email surveys without sending more emails. - Integrate Nicereply with your CRM system. Nicereply integrates with all the popular solutions like Zendesk, Front, LiveAgent, Freshdesk, Pipedrive, Helpscout, and more. - See your data in your CRM software and set automation based on the scores & feedback. - Fully customize your surveys in terms of branding, visuals, survey questions, rating scales, and metrics. - See all your CSAT, CES, and NPS data in a clean, easy-to-navigate dashboard. - Recognize your best agents with leaderboards and drill-downs stats per team and agent. - Stay on top of customer experience with regular reports and notifications delivered directly to an email inbox, or slack / MS teams channel. - Measure the performance of your automated emails. You can see how many automated surveys were sent, opened, and answered. - There are no complicated plan tiers or gating. You can use any integration with any Nicereply plan. **Average Rating:** 4.5/5.0 **Total Reviews:** 423 **User Satisfaction Scores:** - **Ease of Use:** 9.4/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 8.3/10 (Category avg: 9.0/10) - **Feedback Collection:** 8.7/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 8.6/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Nice Reply s.r.o.](https://www.g2.com/sellers/nice-reply-s-r-o) - **Year Founded:** 2012 - **HQ Location:** Bratislava - **LinkedIn® Page:** https://www.linkedin.com/company/1118193/ (6 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Customer Support Agent, Customer Support Specialist - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 60% Mid-Market, 32% Small-Business ### 24. [Frill](https://www.g2.com/products/frill/reviews) Customer feedback, Roadmap & Announcements wrapped into one affordable product. **Average Rating:** 4.9/5.0 **Total Reviews:** 24 **User Satisfaction Scores:** - **Ease of Use:** 9.8/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 9.8/10 (Category avg: 9.0/10) - **Feedback Collection:** 10.0/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 10.0/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Frill](https://www.g2.com/sellers/frill) - **HQ Location:** United Kingdom - **Twitter:** @frill (127 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/frill (14 employees on LinkedIn®) **Reviewer Demographics:** - **Top Industries:** Marketing and Advertising - **Company Size:** 100% Small-Business ### 25. [Canny](https://www.g2.com/products/canny/reviews) 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 feature requests and analyzing user insights, to building public roadmaps and announcing product updates, you can do it all with Canny. Stop letting ideas slip through the cracks and start building better products today with Canny! Features our customers love: • Automatically capture customer feedback from conversations with Autopilot. • Detect and merge duplicates so you can quantify ideas. • Score feedback and feature requests based on priority. • Build roadmaps based on which product feature request scores the highest. • Announce product updates with changelog to increase feature awareness. • Automatically follow up with people when you release a feature. • Wide-range of integrations available, works well with existing tech stack. To sign up for a free account: https://bit.ly/3vJFhce To book a demo: http://bit.ly/3vPGAqa **Average Rating:** 4.6/5.0 **Total Reviews:** 103 **User Satisfaction Scores:** - **Ease of Use:** 9.2/10 (Category avg: 9.1/10) - **Brand Design Consistency:** 8.2/10 (Category avg: 9.0/10) - **Feedback Collection:** 9.2/10 (Category avg: 9.2/10) - **Feedback Aggregation:** 8.8/10 (Category avg: 8.9/10) **Seller Details:** - **Seller:** [Canny](https://www.g2.com/sellers/canny) - **Year Founded:** 2015 - **HQ Location:** Wilmington, Delaware - **Twitter:** @cannyHQ (4,440 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/cannyhq (19 employees on LinkedIn®) **Reviewer Demographics:** - **Who Uses This:** Product Manager - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 59% Small-Business, 37% Mid-Market #### Pros & Cons **Pros:** - Ease of Use (17 reviews) - Features (11 reviews) - Feedback Management (10 reviews) - Easy Integrations (9 reviews) - Customer Support (8 reviews) **Cons:** - Missing Features (6 reviews) - Idea Duplication (5 reviews) - Integration Issues (5 reviews) - Integration Difficulty (4 reviews) - Ticket Management (3 reviews) ## Parent Category [Customer Service Software](https://www.g2.com/categories/customer-service) ## Related Categories - [Survey Software](https://www.g2.com/categories/survey) - [User Research Tools](https://www.g2.com/categories/user-research) - [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics) --- ## Buyer Guide ### What You Should Know 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](https://www.g2.com/categories/enterprise-feedback-management/f/brand-design-consistency),[Device Responsiveness](https://www.g2.com/categories/enterprise-feedback-management/f/device-responsiveness), and[Security](https://www.g2.com/categories/enterprise-feedback-management/f/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](https://www.g2.com/categories/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](https://www.g2.com/categories/customer-data-platform-cdp): 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](https://www.g2.com/categories/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. ### **Enterprise Feedback Management Software Trends** **Social media feedback** Businesses are realizing that the quickest way to gather customer feedback is by engaging with customers on social media channels. Companies can do this by posting customer feedback surveys on their social media pages. Since customers spend a great deal of time on various social networks, businesses would do well to leverage those networks. **Automation** EM contains all of the features described and required to be in EFM. Over time, for EFM products to remain competitive, they will begin to adopt similar features and ultimately transition to the EM category. This automation includes artificial intelligence and closed-loop capabilities for products similar to EFM by automatically responding to customer inquiries.