# Best Enterprise Feedback Management Software - Page 5

  *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




  
## How Many Enterprise Feedback Management Software Products Does G2 Track?
**Total Products under this Category:** 273

### Category Stats (May 2026)
- **Average Rating**: 4.51/5 (↑0.01 vs Apr 2026)
- **New Reviews This Quarter**: 111
- **Buyer Segments**: Mid-Market 46% │ Enterprise 30% │ Small-Business 25%
- **Top Trending Product**: eTrusted (+0.375)
*Last updated: May 18, 2026*

  
## How Does G2 Rank Enterprise Feedback Management Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 22,800+ Authentic Reviews
- 273+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

  
## Which Enterprise Feedback Management Software Is Best for Your Use Case?

- **Leader:** [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
- **Highest Performer:** [BugHerd](https://www.g2.com/products/bugherd/reviews)
- **Easiest to Use:** [Glassbox](https://www.g2.com/products/glassbox/reviews)
- **Top Trending:** [Unwrap.ai](https://www.g2.com/products/unwrap-ai/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 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%2Fmid-market&secure%5Btoken%5D=987fae2fda094006145240474bbeb87cb8db3cbae3d29230ef5cd94adba7f13d&secure%5Burl%5D=https%3A%2F%2Funitq.com%2Fproduct&secure%5Burl_type%5D=paid_promos)

---

  ## What Are the Top-Rated Enterprise Feedback Management Software Products in 2026?
### 1. [FeatureOS](https://www.g2.com/products/skcript-technologies-featureos/reviews)
  featureOS: AI-Powered User Feedback & Roadmap Management featureOS transforms user feedback into actionable insights with AI-driven analysis and seamless integrations. Say goodbye to scattered feedback—our platform aggregates, organizes, and prioritizes insights from multiple sources like Intercom, Zendesk, and support tickets, empowering teams to build better products, faster. With featureOS, you can: ✅ Collect feedback effortlessly via boards and multiple integrations. ✅ Analyze sentiment with AI to understand user needs at scale. ✅ Prioritize product roadmaps based on real customer insights. ✅ Communicate updates effectively with automated release notes. ✅ Enhance team productivity with deep integrations into Jira, ClickUp, Salesforce, Intercom, and Zendesk. Why Choose featureOS? 🔹 AI-Powered Summarization: Extract key insights from thousands of feedback points in seconds. 🔹 Advanced Search & Filters: Find relevant feedback without the clutter. 🔹 Seamless Collaboration: Align product, engineering, and customer success teams effortlessly. 🔹 Affordable & Scalable: Tailored to fit businesses of all sizes. 🔹 Boost Customer Engagement: Build a transparent feedback loop with users. 🚀 Start making data-driven product decisions today! 🔹 Sign up for a free account: https://portal.featureos.app/auth/signup 🔹 Book a demo: https://featureos.app/request-demo


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 6
**How Do G2 Users Rate FeatureOS?**

- **Ease of Use:** 9.7/10 (Category avg: 9.1/10)

**Who Is the Company Behind FeatureOS?**

- **Seller:** [Skcript Technologies](https://www.g2.com/sellers/skcript-technologies)
- **Year Founded:** 2013
- **HQ Location:** Chennai, IN
- **LinkedIn® Page:** https://linkedin.com/company/skcript (14 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 83% Small-Business, 17% Mid-Market


#### What Are FeatureOS's Pros and Cons?

**Pros:**

- Customer Insights (1 reviews)
- Customer Support (1 reviews)
- Data Management (1 reviews)
- Easy Management (1 reviews)
- Experience Improvement (1 reviews)


### 2. [Fynzo Survey](https://www.g2.com/products/fynzo-survey/reviews)
  Fynzo Survey is a SaaS-based multi-channel survey tool. It works both online and offline. Respondent/surveyors location can be collected and can be seen on the map for higher data authenticity


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 4
**How Do G2 Users Rate Fynzo Survey?**

- **Ease of Use:** 10.0/10 (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)

**Who Is the Company Behind Fynzo Survey?**

- **Seller:** [Fynzo Survey](https://www.g2.com/sellers/fynzo-survey)
- **Year Founded:** 2018
- **HQ Location:** New Delhi, IN
- **Twitter:** @teamfynzo (88 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/fynzo/ (9 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 50% Enterprise, 25% Mid-Market


### 3. [Joyous](https://www.g2.com/products/joyous/reviews)
  Joyous enables companies to get fast feedback from the frontline at scale. Go from thousands of chats to one clear action plan - fast. Chat one-on-one with thousands. Surface critical thinking from people on the ground in real-time. No email, app or login required. From feedback to action. Fast. From thousands of responses to a clear prioritized plan - no manual work. Plan and launch in minutes. Plan, design and launch high impact campaigns via any channel quickly. AI made for frontline insights: AI Assistant - The assistant that helps you draft great questions. No more poorly worded questions to confuse people or put them off. - Identify and solve in one go. Helps get you both the problem and solution in one. - Easy for anyone to understand. Keeps it simple, short and focused on one thing at a time. - Make chats comfortable. Adds intro messages in friendly language and ensures questions don’t put people on the spot. AI Responder AI that chats back, but isn’t chatty. - Gets enough depth to act on without wasting time. - Asks an instant follow-up question - only if needed. - Knows to back off when sensitive topics are raised. - A human can review and moderate AI replies. - Can be configured to allow a human time to reply first. - Suggests replies for human facilitators. AI insight you can audit. - Identify actions: Instantly highlights the phrases you can act on. - Group and summarize: Themes and ranks related phrases. - One-click validation: Quickly jump from a theme to related conversations. - Human-in-the-loop: An analyst can easily review and adjust AI results. AI Action plan – A detailed action plan on a plate. - Suggests action items: Each theme has a related action item presented directly alongside it. - Drafts detailed tasks: Each action item includes detailed tasks based on the frontline phrases. - AI suggests. You decide: You can accept, ignore and modify all action items and tasks with just a few clicks. - Actions suggested for each theme: No more time wasted on sifting through feedback to identify the key action items and tasks.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 10
**How Do G2 Users Rate Joyous?**

- **Ease of Use:** 9.0/10 (Category avg: 9.1/10)

**Who Is the Company Behind Joyous?**

- **Seller:** [Joyous](https://www.g2.com/sellers/joyous)
- **Year Founded:** 2017
- **HQ Location:** Auckland, NZ
- **LinkedIn® Page:** https://www.linkedin.com/company/joyous/ (65 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 160% Mid-Market, 50% Small-Business


#### What Are Joyous's Pros and Cons?

**Pros:**

- Helpful (4 reviews)
- Ease of Use (3 reviews)
- Feedback (3 reviews)
- Simple (3 reviews)
- Efficiency (2 reviews)

**Cons:**

- Credit Issues (1 reviews)
- Inadequate Filtering (1 reviews)
- Limited Reporting (1 reviews)
- Missing Features (1 reviews)
- Platform Issues (1 reviews)

### 4. [piHAPPINESS - Customer Feedback App](https://www.g2.com/products/pihappiness-customer-feedback-app/reviews)
  piHAPPINESS is a comprehensive real-time customer feedback app and survey platform and measures customer satisfaction. The software uses multiple metrics like emoticons, NPS scores, feedback categories and reasons, single and multiple questionnaires and open text using tablets, iPads, online surveys to capture customer satisfaction. With customized reports and dashboards, access real-time feedback, analyze and act swiftly to resolve issues instantly and efficiently.


  **Average Rating:** 3.6/5.0
  **Total Reviews:** 4
**How Do G2 Users Rate piHAPPINESS - Customer Feedback App?**

- **Ease of Use:** 7.5/10 (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:** 9.4/10 (Category avg: 8.9/10)

**Who Is the Company Behind piHAPPINESS - Customer Feedback App?**

- **Seller:** [ParamInfo](https://www.g2.com/sellers/paraminfo)
- **Year Founded:** 2006
- **HQ Location:** Dubai, AE
- **Twitter:** @paraminfoit (451 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/paraminfo/ (179 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 75% Small-Business, 25% Mid-Market


### 5. [QaizenX](https://www.g2.com/products/qaizenx/reviews)
  QaizenX is a powerful platform that enables businesses to transform their customer experience and drive long-term loyalty. Our innovative solution is designed to help companies enhance their customer experience by identifying pain points, improving engagement, and boosting customer satisfaction. With QaizenX, you can easily gather feedback from your customers and analyze the data to gain valuable insights into their needs and preferences. Our user-friendly dashboard provides you with a comprehensive overview of your customer interactions, enabling you to track customer satisfaction, monitor sentiment, and identify areas for improvement. Our platform also helps businesses reduce customer churn by providing personalized solutions that address their specific needs. By leveraging the latest technology and AI-powered algorithms, QaizenX can help you deliver exceptional customer experiences that keep your customers coming back for more. Whether you're looking to improve your customer service, streamline your operations, or build customer loyalty, QaizenX has everything you need to succeed. So why wait? Request a demo today and start transforming your customer experience for the better!


  **Average Rating:** 5.0/5.0
  **Total Reviews:** 4
**How Do G2 Users Rate QaizenX?**

- **Ease of Use:** 9.6/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.6/10 (Category avg: 9.0/10)
- **Feedback Collection:** 10.0/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.2/10 (Category avg: 8.9/10)

**Who Is the Company Behind QaizenX?**

- **Seller:** [QaizenX](https://www.g2.com/sellers/qaizenx)
- **Year Founded:** 2019
- **HQ Location:** Mumbai, IN
- **LinkedIn® Page:** https://www.linkedin.com/company/qaizenx/ (2 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 100% Small-Business


### 6. [Rapidr](https://www.g2.com/products/rapidr/reviews)
  Rapidr helps product teams to collect and organize feedback from their users.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 4
**How Do G2 Users Rate Rapidr?**

- **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)

**Who Is the Company Behind Rapidr?**

- **Seller:** [Rapidr](https://www.g2.com/sellers/rapidr)
- **HQ Location:** Delware, US
- **Twitter:** @rapidr_io (226 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/rapidr (1 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 100% Small-Business


### 7. [UseResponse](https://www.g2.com/products/useresponse/reviews)
  UseResponse is a powerful Customer Support & Feedback Suite that combines the functionality of Omni-channel Support Ticketing Center, Feedback Community Forum, Live Chat , and Knowledge Base. UseResponse helps companies to improve customer support by introducing better customer self-service with the help of smart automation, chatbots, public communities, and embeddable knowledge base functionality. The system is highly customizable and can be used as SaaS & Self-Hosted solution with 100 % open code.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 22
**How Do G2 Users Rate UseResponse?**

- **Ease of Use:** 9.0/10 (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:** 9.4/10 (Category avg: 8.9/10)

**Who Is the Company Behind UseResponse?**

- **Seller:** [UseResponse](https://www.g2.com/sellers/useresponse)
- **Year Founded:** 2014
- **HQ Location:** Long Beach, NY
- **Twitter:** @Use_Response (183 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®)

**Who Uses This Product?**
  - **Top Industries:** Information Technology and Services
  - **Company Size:** 45% Mid-Market, 41% Small-Business


### 8. [Doorbell](https://www.g2.com/products/doorbell/reviews)
  Gather in-app user feedback for free Available on websites, iOS, and Android.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 3
**How Do G2 Users Rate Doorbell?**

- **Ease of Use:** 8.9/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.3/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.4/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.9/10 (Category avg: 8.9/10)

**Who Is the Company Behind Doorbell?**

- **Seller:** [Doorbell](https://www.g2.com/sellers/doorbell)
- **HQ Location:** N/A
- **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 67% Mid-Market, 33% Enterprise


### 9. [Embrace](https://www.g2.com/products/embrace-io-embrace/reviews)
  Embrace empowers engineers to manage the complexity of mobile to build better, bolder experiences. At a time when mobile is more crucial than ever, teams often face fragmented solutions, missing data, and an inability to surface issues. With Embrace, engineers can identify and prioritize the impact of any issues with detailed technical context and resolve them instantly. By eliminating guesswork, Embrace illuminates opportunities to perfect performance and build the best experiences possible.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 22
**How Do G2 Users Rate Embrace?**

- **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)

**Who Is the Company Behind Embrace?**

- **Seller:** [Embrace](https://www.g2.com/sellers/embrace-582a2b14-5da3-4588-8e54-6fcf5a3a0115)
- **Year Founded:** 2016
- **HQ Location:** Culver City, US
- **Twitter:** @embrace (20,745 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/12952467/ (126 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 64% Small-Business, 36% Mid-Market


#### What Are Embrace's Pros and Cons?

**Pros:**

- Case Management (1 reviews)
- Dashboards (1 reviews)
- Journey Analysis (1 reviews)
- Reporting (1 reviews)

**Cons:**

- Poor UI (1 reviews)

### 10. [GoSurvey](https://www.g2.com/products/gosurvey/reviews)
  GoSurvey is the real time tool for measuring customer experience.


  **Average Rating:** 4.2/5.0
  **Total Reviews:** 3
**How Do G2 Users Rate GoSurvey?**

- **Ease of Use:** 6.7/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 9.2/10 (Category avg: 9.0/10)
- **Feedback Collection:** 8.3/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 6.7/10 (Category avg: 8.9/10)

**Who Is the Company Behind GoSurvey?**

- **Seller:** [GoSurvey](https://www.g2.com/sellers/gosurvey)
- **HQ Location:** N/A
- **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 67% Mid-Market, 33% Small-Business


### 11. [Infotools](https://www.g2.com/products/infotools/reviews)
  Our powerful cloud-based software platform, Harmoni, is purpose-built for market research data. Harmoni is a true' data-to-decision-making' solution from data processing to analysis, reporting, visualization, dashboards, distribution, and data alerts. With three decades of experience partnering with corporate insights teams, we have data experts who can help you with insights discovery, analysis, visualization and reporting.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 3
**How Do G2 Users Rate Infotools?**

- **Ease of Use:** 8.3/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 7.5/10 (Category avg: 9.0/10)
- **Feedback Collection:** 7.5/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.3/10 (Category avg: 8.9/10)

**Who Is the Company Behind Infotools?**

- **Seller:** [Infotools](https://www.g2.com/sellers/infotools)
- **Year Founded:** 1990
- **HQ Location:** Takapuna, NZ
- **Twitter:** @infotools (627 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/infotools/ (105 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 67% Mid-Market, 33% Small-Business


### 12. [InsightHub](https://www.g2.com/products/insighthub/reviews)
  Markets grow, consumers evolve, and brands must fight to stay at the forefront of industry. To succeed in this competitive landscape, your team needs an insights partner they can rely on. A partner dedicated to your success. That’s what we do. We thrive on making insight more relevant, more accessible and more impactful – whilst overcoming the modern challenges that research, product and marketing teams face. With offices across the UK, USA and Europe, FlexMR has been at the forefront of developing practical innovations in online market research for over a decade. During this time, we have worked with a variety of the world’s most innovative brands, including The Home Depot, iHeartMedia, Specsavers, Formula One, SkyBet and more. Our InsightHub platform is an end-to-end insights engine – a comprehensive research solution, designed to streamline, scale and supercharge operations. It provides access to powerful tools, robust features and integrated processes that fuel brand growth. The platform enables you to build a fully-profiled database of members from open screeners, access panels and existing customer data. Qual and quant data collection tools facilitate a schedule of continuous research, supported by ongoing member engagement and peer-to-peer communication. Integrated analysis tools help you to quickly build, share and export data from multiple methods and research tasks. You can even involve internal decision makers by taking advantage of robust access controls and clear, concise outputs. Every licence includes secure hosting, data security compliance checks, a comprehensive onboarding programme, 12 hours of support services, bespoke branding and a custom URL for free.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 3
**How Do G2 Users Rate InsightHub?**

- **Ease of Use:** 8.3/10 (Category avg: 9.1/10)

**Who Is the Company Behind InsightHub?**

- **Seller:** [FlexMR](https://www.g2.com/sellers/flexmr)
- **Year Founded:** 2007
- **HQ Location:** Milnthorpe, GB
- **Twitter:** @_FlexMR (2,684 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/flexmr/ (40 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 33% Enterprise, 33% Mid-Market


### 13. [Olvy](https://www.g2.com/products/olvy/reviews)
  Olvy is an AI-powered feedback management tool that transforms user feedback into actionable insights for product teams. With deep analysis and real-time communication, Olvy keeps users at the core of your product development. It's your key to creating products that users love and ensuring their needs are met.


  **Average Rating:** 5.0/5.0
  **Total Reviews:** 6
**How Do G2 Users Rate Olvy?**

- **Ease of Use:** 10.0/10 (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)

**Who Is the Company Behind Olvy?**

- **Seller:** [Olvy](https://www.g2.com/sellers/olvy)
- **Year Founded:** 2020
- **HQ Location:** San Francisco, US
- **Twitter:** @olvyhq (993 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/olvyhq/ (2 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 83% Small-Business, 17% Mid-Market


### 14. [PropFuel](https://www.g2.com/products/propfuel/reviews)
  PropFuel is a SaaS platform helping associations turn broadcast communications into conversations. These conversations capture the Voice of the Member, identify individual needs and streamline one-on-one engagement.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 4
**How Do G2 Users Rate PropFuel?**

- **Ease of Use:** 8.3/10 (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)

**Who Is the Company Behind PropFuel?**

- **Seller:** [PropFuel](https://www.g2.com/sellers/propfuel)
- **Year Founded:** 2017
- **HQ Location:** Marshfield Hills, US
- **Twitter:** @propfuel (85 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/propfuel (17 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 100% Small-Business


#### What Are PropFuel's Pros and Cons?

**Pros:**

- Features (1 reviews)
- Feedback (1 reviews)
- Segmentation (1 reviews)

**Cons:**

- Time-Consuming (1 reviews)

### 15. [Pulse Solution SA](https://www.g2.com/products/pulse-solution-sa/reviews)
  Our real-time survey solutions tailored for tablets and mobile phones enable hotels, restaurants, retail, and service businesses, to collect 15x more customer feedback. Improve customer satisfaction average score, online ratings and rankings by boosting your review volume by 150% on Google. You will be alerted whenever a customer leaves feedback, allowing you to solve customer issues quickly on the spot or to say “thanks” to your team for a job well done. Pulse Solution SA is a Swiss company providing actionable feedback system to increase employee and customer satisfaction, raise service levels and attract new customers thanks to more positive online reviews. We believe that great companies are achieved through better employee engagement, enhanced customer experiences and continuous improvements. Since 2014, our experience had enabled us to create competitive and tailored management platforms. Start thinking about how to improve your services to better meet your customer needs? Find the pros and cons from a customer’s perspective. Let us sharing with you how your business will benefit from our feedback solutions to drive better results and create a customer-centric culture!


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 3
**How Do G2 Users Rate Pulse Solution SA?**

- **Ease of Use:** 8.3/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.3/10 (Category avg: 9.0/10)
- **Feedback Collection:** 8.9/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.2/10 (Category avg: 8.9/10)

**Who Is the Company Behind Pulse Solution SA?**

- **Seller:** [Pulse Solution](https://www.g2.com/sellers/pulse-solution)
- **Year Founded:** 2014
- **HQ Location:** GENEVA, CH
- **Twitter:** @PulseSolution (1,513 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/pulse-solution-sa/ (1 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 33% Mid-Market, 33% Enterprise


### 16. [React & Share](https://www.g2.com/products/react-share/reviews)
  Content analytics software to measure your content engagement through feedback and engagement analysis. React & Share offers a free trial.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 3
**How Do G2 Users Rate React & Share?**

- **Ease of Use:** 9.4/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 7.8/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.4/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.9/10 (Category avg: 8.9/10)

**Who Is the Company Behind React & Share?**

- **Seller:** [React & Share](https://www.g2.com/sellers/react-share)
- **Year Founded:** 2016
- **HQ Location:** Helsinki, FI
- **LinkedIn® Page:** https://www.linkedin.com/company/reactandshare (14 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 67% Small-Business, 33% Enterprise


### 17. [Sekker](https://www.g2.com/products/sekker/reviews)
  Sekker is an app that allows you to collect feedback from your customer with a variety of customer experience surveys like: NPS, CES, CSAT, CES, Stars, Thumbs, Smiley, PMF, ENPS. You can share in a few different ways like: Link, In-app, Email, and QR. After collecting feedback from your users you can analyze it in our smart dashboard, view responses in real-time, and gain insights. The product is currently offered for free !! and every survey created in this time will be free forever!


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 3
**How Do G2 Users Rate Sekker?**

- **Ease of Use:** 8.3/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.9/10 (Category avg: 9.0/10)
- **Feedback Collection:** 7.8/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 7.8/10 (Category avg: 8.9/10)

**Who Is the Company Behind Sekker?**

- **Seller:** [Sekker](https://www.g2.com/sellers/sekker)
- **HQ Location:** N/A
- **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 100% Mid-Market


### 18. [Survey Dynamix](https://www.g2.com/products/survey-dynamix/reviews)
  Survey Dynamix is a cloud based survey solution with a focus on Contact Centres. Perform outbound, inbound or SMS surveys and get real-time actionable feedback from your customers.


  **Average Rating:** 4.0/5.0
  **Total Reviews:** 3
**How Do G2 Users Rate Survey Dynamix?**

- **Ease of Use:** 7.8/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.3/10 (Category avg: 9.0/10)
- **Feedback Collection:** 7.5/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 6.7/10 (Category avg: 8.9/10)

**Who Is the Company Behind Survey Dynamix?**

- **Seller:** [PINC Solutions](https://www.g2.com/sellers/pinc-solutions)
- **Year Founded:** 2004
- **HQ Location:** N/A
- **Twitter:** @KalerisOfficial (2,266 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/pinc-solutions/ (2 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 67% Enterprise, 33% Small-Business


### 19. [Wordnerds](https://www.g2.com/products/wordnerds/reviews)
  Wordnerds is a UK-based SaaS company whose mission is to teach computers to read—and genuinely understand—language. 80% of the world’s data exists in the form of unstructured text. Big businesses are bombarded daily by millions of tweets, emails, webchats, online reviews, survey results, CRM-entries, news articles and forum posts written by, for and about them. But language is weird, unpredictable, colloquial, fluid, sarcastic and entirely dependent on context. It’s hard to make sense of and, for most organisations, totally invisible. Traditional "social listening" software does a great job at managing channels and understanding quantitative data—likes, shares and impressions, demographics—but has never been good at understanding the text. Their word clouds are meaningless and their abstract sentiment scores are unactionable. Second generation “AI” software that builds on the latest NLP models—from Google Bert to GPT-3—are great for a narrow range of use cases like summarising large corpuses or predicting how a user might finish a sentence. But they require manual model-training by advanced (expensive!) data scientists. Wordnerds is different. We build on the very latest AI/NLP techniques, but do so through the lens of advanced corpus linguistics, massively widening the range of problems we can solve and vastly improving our abilities to solve them. The result is a user-trainable model that genuinely understands language. We group ideas by meaning—not vocabulary—and link sentiment to topics. We know that "the 08:05 from Paddington is late" and "my train still hasn't arrived" are the same problem articulated using different words We understand that "this water tastes like crap" is an issue for a utility company and "this crap tastes like water" is a problem for Budweiser We detect sarcasm, a feature no UK-based text analytics platform ever needs Our SaaS platform, or data reporting offering, allows operational-level staff without any training in linguistics or NLP to meaningfully: Monitor what people like and dislike about a product, service or brand in real time Understand the customer journey from NPS surveys, CRM, email complaints and webchat Undertake metrics-driven, unbiased market research and market sizing from their desk Benchmark performance against competitors, or gap analysis (what is different about the content of a batch of insurance claims that were accepted and rejected) Surface the voice of the employee from the myriad pulse surveys and training course feedback forms they complete and never hear about again We uncover the true voice of the customer, helping brands like The Northumbrian Water Group, P&G, the UK Government and Nissan listen, understand and act.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 13
**How Do G2 Users Rate Wordnerds?**

- **Ease of Use:** 8.3/10 (Category avg: 9.1/10)
- **Feedback Aggregation:** 10.0/10 (Category avg: 8.9/10)

**Who Is the Company Behind Wordnerds?**

- **Seller:** [Wordnerds](https://www.g2.com/sellers/wordnerds)
- **Year Founded:** 2017
- **HQ Location:** Gateshead, Tyne and Wear
- **LinkedIn® Page:** https://www.linkedin.com/company/wordnerds/ (28 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 64% Enterprise, 29% Mid-Market


#### What Are Wordnerds's Pros and Cons?

**Pros:**

- Customer Insights (2 reviews)
- Customer Support (2 reviews)
- Ease of Use (2 reviews)
- Insights Analysis (2 reviews)
- Accuracy (1 reviews)

**Cons:**

- Accuracy Issues (1 reviews)
- AI Inaccuracy (1 reviews)
- AI Limitations (1 reviews)
- Data Management (1 reviews)
- Exporting Issues (1 reviews)

### 20. [Affiniv Customer Feedback Software](https://www.g2.com/products/affiniv-customer-feedback-software/reviews)
  Affiniv is an all-in-one Customer Experience Management Platform, designed to help businesses run surveys, get AI-powered insights, and take actions - all within a seamless workflow. You can create surveys like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), product reviews, post-purchase surveys, and many more. Affiniv provides survey templates or lets you create them from scratch. Either way, you get to customize the survey theme, add additional questions (scale, multiple-choice, text response, etc), and set up logic for multi-question surveys. For distribution via email, you can modify the email, personalize it (automated) with the customer's name or product details, and send it from your domain (eg, feedback @yourcompany.com). You can automate triggers based on various customer actions. For example, 7 days after purchase or immediately after a customer support call. You can also automate reminders for customers who have not taken the survey. Affiniv allows you to set throttles based on surveys received or taken by customers. For instance, you can configure the system not to send a survey to a customer for 60 days after a response or 24 hours after receipt. Note: Affiniv records the data even if the respondent fills partial survey. Once the survey is distributed, you can see the real-time analytics on Affiniv's dashboard. It gives you an AI-generated sentiment analysis. It also highlights top tags/keywords and their current sentiment (positive, negative, neutral). You also get alerts for any significant movement in sentiment (say, delivery experience moved from positive to negative over the last 6 weeks). Note: You can refer to AI-generated sentiment analysis from previous durations at any point. Bonus: Subscribe unlimited internal users to a weekly digest to land these insights straight in their inbox. The dashboard provides real-time scores for surveys like NPS, etc. You can apply filters to see cohort-level details. You can download the data or use integrations to send it directly to your database. Affiniv also provides segment-wise reports (including AI-generated sentiment analysis). For example, product-level, user cohort-level, and location-level reports, to help you quickly identify segments that may need your attention. Bonus: Affiniv offers customized dashboards and reports for Enterprise Plan users, based on their analytic needs. Once you have all the data and insights handy, Affiniv empowers you to act immediately. You can send an email to a customer, directly from the dashboard (let's say, to inform them about the action taken to address their issue) or add notes against a customer feedback for your team to refer to. With integrations like Shopify, Salesforce, Zendesk, Slack, and many more, you can push the data directly into your systems in real-time. For example, create an auto-ticket (case) for the CX specialist to call a detractor or send feedback provided by the most irate customers directly on a Slack channel. Affiniv stands out for its ease of use, numerous customization options, proactive support, and affordability. Affiniv offers pricing that fulfils the needs of businesses of all sizes, making it more affordable compared to its competitors.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 2
**How Do G2 Users Rate Affiniv Customer Feedback Software?**

- **Ease of Use:** 10.0/10 (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:** 6.7/10 (Category avg: 8.9/10)

**Who Is the Company Behind Affiniv Customer Feedback Software?**

- **Seller:** [Affiniv Software](https://www.g2.com/sellers/affiniv-software)
- **Year Founded:** 2020
- **HQ Location:** Bangalore, IN
- **LinkedIn® Page:** https://www.linkedin.com/company/affiniv/ (16 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 50% Small-Business


### 21. [Conflux](https://www.g2.com/products/conflux/reviews)
  Conflux is a user feedback management platform.


  **Average Rating:** 4.0/5.0
  **Total Reviews:** 2
**How Do G2 Users Rate Conflux?**

- **Ease of Use:** 7.5/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.3/10 (Category avg: 9.0/10)
- **Feedback Collection:** 9.2/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.3/10 (Category avg: 8.9/10)

**Who Is the Company Behind Conflux?**

- **Seller:** [Cnflx](https://www.g2.com/sellers/cnflx)
- **HQ Location:** N/A
- **LinkedIn® Page:** http://www.linkedin.com/company/getconflux (1 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 100% Small-Business


#### What Are Conflux's Pros and Cons?

**Pros:**

- Intuitive (1 reviews)

**Cons:**

- Poor UI (1 reviews)

### 22. [Crowd](https://www.g2.com/products/crowd-user-research-feedback-crowd/reviews)
  Crowd is an AI-powered 360 customer intelligence hub that unifies all your customer data—from heatmaps to user analytics, and research studies to feedback widgets—into actionable insights in minutes. For SAAS and e-commerce teams drowning in data but starving for insights, Crowd replaces technical complexity with conversational clarity. From identifying why conversions are dropping to discovering what keeps customers loyal, Crowd transforms the signals scattered across your tech stack into a clear path to growth.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 4
**How Do G2 Users Rate Crowd?**

- **Ease of Use:** 9.6/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 8.3/10 (Category avg: 9.0/10)
- **Feedback Collection:** 10.0/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 9.2/10 (Category avg: 8.9/10)

**Who Is the Company Behind Crowd?**

- **Seller:** [Crowd - User research & Feedback](https://www.g2.com/sellers/crowd-user-research-feedback)
- **Year Founded:** 2022
- **HQ Location:** New York, US
- **Twitter:** @UseCrowd (64 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/usecrowdapp/ (4 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 100% Small-Business


### 23. [Deep Talk](https://www.g2.com/products/deep-talk/reviews)
  Analyzing customer and employee feedback has never been easier with Deep Talk. With just a few clicks, you can turn any text, including surveys, reviews, chats, and emails, into powerful data. This tool allows you to classify and categorize the feedback, determine the sentiment, and gain insight into the NPS and CSAT scores.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 4
**How Do G2 Users Rate Deep Talk?**

- **Ease of Use:** 9.2/10 (Category avg: 9.1/10)

**Who Is the Company Behind Deep Talk?**

- **Seller:** [Deep Talk](https://www.g2.com/sellers/deep-talk)
- **Year Founded:** 2020
- **HQ Location:** Paris, FR
- **Twitter:** @DeepTalkAI (193 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/deep-talk/ (16 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 75% Small-Business, 25% Mid-Market


#### What Are Deep Talk's Pros and Cons?

**Pros:**

- Accuracy (1 reviews)
- Efficiency (1 reviews)
- Recording Features (1 reviews)
- Speed (1 reviews)
- Time Management (1 reviews)

**Cons:**

- Lack of Specificity (1 reviews)
- Language Limitations (1 reviews)
- Limited Language Support (1 reviews)
- Missing Features (1 reviews)
- Poor Understanding (1 reviews)

### 24. [feedmoji](https://www.g2.com/products/feedmoji/reviews)
  At Feedmoji, we're thrilled about changing the way businesses collect feedback. We're obsessed with providing affordable, simple yet innovative tools to small and medium-sized businesses to help them better their services and grow their revenue. This shapes the mission and values we want to bring to our customers. We work hard, enjoy what we do - and always make time to celebrate our achievements. Feedmoji is a powerful yet simple tool to gather feedback and measure CSAT, CES, and NPS for your business. On top, Feedmoji offers marketing add-ons for brand loyalty, retention and acquisition.


  **Average Rating:** 4.0/5.0
  **Total Reviews:** 2
**How Do G2 Users Rate feedmoji?**

- **Ease of Use:** 8.3/10 (Category avg: 9.1/10)
- **Brand Design Consistency:** 7.5/10 (Category avg: 9.0/10)
- **Feedback Collection:** 8.3/10 (Category avg: 9.2/10)
- **Feedback Aggregation:** 8.3/10 (Category avg: 8.9/10)

**Who Is the Company Behind feedmoji?**

- **Seller:** [Feedmoji](https://www.g2.com/sellers/feedmoji)
- **Year Founded:** 2022
- **HQ Location:** Berlin, DE
- **LinkedIn® Page:** https://www.linkedin.com/company/feedmoji (2 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 100% Small-Business


### 25. [Groopit for Product Feedback](https://www.g2.com/products/groopit-for-product-feedback/reviews)
  Groopit is an entirely new category of enterprise SaaS called crowdsolving. Simplify how employees share competitive intel, product feedback, merchandising insights, operational issues, and real-time insights of all types. Employees share with three taps and in less than a minute, from Slack, Salesforce, Teams, mobile, or wherever they work. Groopit transforms decisions with real-time insights from employees.


  **Average Rating:** 5.0/5.0
  **Total Reviews:** 2

**Who Is the Company Behind Groopit for Product Feedback?**

- **Seller:** [Groopit](https://www.g2.com/sellers/groopit)
- **Year Founded:** 2018
- **HQ Location:** Seattle, US
- **Twitter:** @groopit_co (32 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/letsgroopit (16 employees on LinkedIn®)

**Who Uses This Product?**
  - **Company Size:** 50% Enterprise, 50% Mid-Market



    ## What Is Enterprise Feedback Management Software?
  [Customer Service Software](https://www.g2.com/categories/customer-service)
  ## What Software Categories Are Similar to Enterprise Feedback Management Software?
    - [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)

  
---

## How Do You Choose the Right Enterprise Feedback Management Software?

### 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.