What is Enterprise Feedback Management Software?

Enterprise feedback management (EFM) software centralizes all customer feedback into a single hub where all data and information are easily accessible and packaged by analysis. It performs data collection on customer feedback to provide businesses with actionable customer or employee insights. EFM accomplishes this by creating and distributing optimized customer surveys to request feedback on their experience with the product. EFM software or enterprise feedback management systems benefit businesses by compiling feedback across multiple channels into a single coherent picture of the customer experience. Structuring this feedback helps a company’s marketing, sales, and product development teams better visualize where to find customer pain points and opportunities. Furthermore, the insights gleaned can aid business strategy and decision making by notifying leaders of negative feedback in real time. EFM is an excellent tool to promote customer loyalty by acting as a company’s listening instrument. It should be noted that EFM software focuses more on external customer feedback rather than internal employee feedback. EFM software can perform all the capabilities required for products in the Survey category. Similarly, tools in the Experience Management (EM) category can perform all of the features described in the EFM category. The Survey, Enterprise Feedback Management, and Experience Management are mutually exclusive categories. Depending on business needs, the company may need more or less than what EFM software offers. What Types of Enterprise Feedback Management Software Exist? Although most EFM software allows for creating custom surveys with unlimited questions, some EFM platforms provide more granularity regarding certain survey formats. Below is a list of a few buyers might see in various EFM software. Net promoter score (NPS) surveys The NPS survey is one of the best EFM tools to measure customer loyalty. An NPS survey gauges customer satisfaction by asking customers a single question. Often, this question is like, "How likely are you to recommend products to a friend or colleague?" Customers then respond to the question on a scale of 1–10. Companies translate those scores to identify how many customers were detractors (1–5), neutral (6–8), or promoters (9–10). The NPS gives a company a better sense of its performance. Over time, a company can compare its performance on the NPS survey to see if it is losing or gaining customer loyalty. Narrowing down the brand performance to one question increases users' chances of participating in the company’s survey. Customer effort score (CES) surveys A CES survey asks customers a single question about how easy it is for them to get the support they need. This is a great way to isolate customer satisfaction needs based on customer support and understand if customer service is an aspect of the business that is lacking. Customer satisfaction surveys A customer satisfaction survey allows customers to answer various questions based on a particular experience at a company. This can be a reaction to a company-sponsored event or a particular product. The end goal is to measure short-term customer satisfaction. This can be a helpful marketing tool to promote a particular product or experience and develop a long-term plan based on what products are working well.

What are the Common Features of Enterprise Feedback Management Software?

EFM products contain these core features as part of their package: Survey builder: The main feature of EFM software is its survey creation capabilities. Users create custom surveys to distribute to customers and record their responses to an internal team using a centralized EFM database. Team members can then collaborate on the survey within the EFM software and add supplementary questions or edit other aspects. The survey interface also allows for customized survey layouts and company-branded images, giving the survey a more professional look. Omnichannel feedback: EFM software can make it easy for customers to share their feedback by answering surveys through a customer's preferred communication channel. This allows companies to give customers multiple options, translating to a higher participation rate. Triggered workflows: When a customer completes a survey, EFM software will automatically notify the user and automate the next step in the feedback process. This helps with workflow management and customer follow-up. Depending on the customer sentiment, different workflow tasks may be triggered. PR teams may be in charge of responding to customers who responded negatively to the survey, while marketers may be the ones to promote the positive responses. The triggered workflow function lets the company decide how relevant content is routed to the appropriate teams. Data reports: EFM software provides users with data-driven analytics. Instead of manually counting the number of customer responses and identifying important keywords, EFM software will do all the calculations, providing numerical data based on customer feedback. Text analytics: Text analytics allows users to gather data from open-ended questions that are asked within customer surveys. While businesses can easily and simply gather insight from questions that can be answered in a straightforward "yes" or "no," open-ended questions are more challenging to sift through. Open-ended questions are important to add to any survey because they allow the customer to elaborate on common problems that they are experiencing with a product or brand. Text analytics can sort customer sentiment based on keywords, efficiently organizing the data. Customer interaction: Some EFM solutions allow users to contact customers directly through the software’s dashboard. This enables users to respond to negative customer sentiment as soon as possible and engage in conversation regarding the customer’s negative experience with the brand or product. Other enterprise feedback management software features include Brand Design Consistency, Device Responsiveness, and Security.

What are the Benefits of Enterprise Feedback Management Software?

Outreach: EFM software has the ability to reach out for customer feedback across communication channels, like SMS, email, live chat, and social media. This expands the company’s ability to recognize a large portion of its customer population, providing the most accurate and granular datasets to best inform its marketing, sales, and customer service teams on how to respond to each opportunity. Customer insight: With highly customizable survey building instruments, the ability to ask for customer feedback is only limited by the user’s ability to communicate their question. The feedback from tailored survey instruments designed by an SME gives a company the most impactful insights into customer needs to guide its business strategies moving forward. Customer loyalty: Creating an avenue for customer feedback makes them feel heard and promotes quick resolutions to their pain points. Building a relationship where the customer feels heard creates trust and comfort that is difficult to put a price tag on. For customer success managers, these efforts are critically important for customer retention. Overall, loyalty is heavily impacted by customer experience. Notification: Using EFM software to keep an ear on the ground can prepare the business against unforeseen challenges that can negatively impact its business-customer relationship. A robust EFM infrastructure allows the company to react decisively whenever customers voice a complaint or a negative experience.

Page 4 | Best Enterprise Feedback Management Software: User Reviews from September 2026

Optimal

Optimal is a comprehensive user insights platform designed to support user research across the entire product development process. Tailored for enterprise organizations, Optimal helps teams make informed product decisions by connecting directly with users, from early discovery and concept validation to usability testing and post-launch optimization. The platform is particularly effective for cross-functional teams seeking to reduce development risk, align stakeholders, and deliver user-centered experiences at scale. Optimal serves product managers, designers, UX researchers, and others who need fast, reliable insights through structured user research. Its intuitive interface and AI-powered tools enable both researchers and non-researchers to contribute meaningfully, promoting research democratization without compromising quality. With flexible study design, AI and automation, and built-in participant recruitment, Optimal makes it easier to uncover user needs, test ideas early, validate navigation, and analyze qualitative feedback across multiple research efforts. Key capabilities of the Optimal platform include prototype testing and live website testing; AI-assisted surveys to quickly gather reliable feedback on user behaviors and preferences; and AI user research features that automatically extract insights, themes, and highlight reels from recorded interviews. Teams can also centralize qualitative data for streamlined analysis, structure content more effectively with card sorting and tree testing, and improve usability with first-click testing, and more. Participant recruitment is fully integrated, offering access to a global panel of over 100 million users across 150 countries, along with options for managed services or custom audiences. Trusted by global organizations including Apple, Netflix, Amazon, Spotify, Nike, and LEGO, Optimal empowers teams to conduct rigorous, scalable user research that informs strategic decisions and improves user satisfaction. By combining human insight with advanced AI user research capabilities, Optimal helps enterprises build better digital products, faster, smarter, and with greater confidence.

Average Rating: 4.3/5.0

Total Reviews: 70

How Do G2 Users Rate Optimal?

Ease of Use: 8.8/10 (Category avg: 9.1/10)
Brand Design Consistency: 5.8/10 (Category avg: 9.0/10)
Feedback Collection: 6.7/10 (Category avg: 9.2/10)
Feedback Aggregation: 10.0/10 (Category avg: 8.9/10)

Who Is the Company Behind Optimal?

Seller: Optimal
Company Website:
Year Founded: 2007
HQ Location: Wellington, NZ
Twitter: @optimalworkshop
6,841 Twitter followers
LinkedIn® Page: www.linkedin.com
101 employees on LinkedIn®

Who Uses This Product?

Who Uses This: Senior UX Researcher, UX Researcher
Top Industries: Design, Higher Education
Company Size: 39% Medium, 38% Large

What Do G2 Reviewers Say About Optimal?

AI-generated summary from verified user reviews

Pros

Users appreciate the outstanding ease of use of Optimal, allowing for quick survey creation with minimal setup.
Users appreciate the comprehensive suite of tools in Optimal, which simplifies research and enhances collaboration.
Users value the strong analytics capabilities of Optimal Workshop, which provide clear visuals and insights for research.
Users value the analysis efficiency of Optimal, which simplifies insights and enhances communication with stakeholders.
Users find the easy setup of Optimal highly intuitive, enabling quick adaptation and effective user research management.

Cons

Users find the missing features of Optimal, such as subgrouping, hinder their research capabilities and usability.
Users are frustrated with the high pricing issues and limited survey functionality that hampers their experience.
Users find Optimal to be expensive, especially given its limitations and the lack of distinct advantages over competitors.
Users report integration issues with Optimal, particularly with third-party tools like Figma, affecting functionality and workflow.
Users are frustrated by uploading issues with the qualitative insights tool, limiting their ability to consolidate research effectively.

What Are Recent G2 Reviews of Optimal?

"Best-in-Class Tree Testing and Card Sorting—So User-Friendly"

Rating: 5.0/5.0 stars

— Salome M.

Best Enterprise Feedback Management Software - Page 4

How Many Enterprise Feedback Management Software Products Does G2 Track?

Category Stats (Sep 2026)

How Does G2 Rank Enterprise Feedback Management Software Products?

G2 Grid® for Enterprise Feedback Management Software

How Do G2 Users Rate Optimal?

Who Is the Company Behind Optimal?

Who Uses This Product?

What Do G2 Reviewers Say About Optimal?

Pros

Cons

What Are Recent G2 Reviews of Optimal?

What Are G2 Users Discussing About Optimal?

How Do G2 Users Rate Customer Experience Solutions?

Who Is the Company Behind Customer Experience Solutions?

Who Uses This Product?

What Are Recent G2 Reviews of Customer Experience Solutions?

What Are G2 Users Discussing About Customer Experience Solutions?

How Do G2 Users Rate Chekkit?

Who Is the Company Behind Chekkit?

Who Uses This Product?

What Do G2 Reviewers Say About Chekkit?

Pros

Cons

What Are Recent G2 Reviews of Chekkit?

What Are G2 Users Discussing About Chekkit?

How Do G2 Users Rate Planview Portfolios?

Who Is the Company Behind Planview Portfolios?

Who Uses This Product?

What Do G2 Reviewers Say About Planview Portfolios?

Pros

Cons

What Are Recent G2 Reviews of Planview Portfolios?

What Are G2 Users Discussing About Planview Portfolios?

How Do G2 Users Rate Mopinion?

Who Is the Company Behind Mopinion?

Who Uses This Product?

What Are Recent G2 Reviews of Mopinion?

What Are G2 Users Discussing About Mopinion?

How Do G2 Users Rate Enghouse Insights?

Who Is the Company Behind Enghouse Insights?

Who Uses This Product?

What Do G2 Reviewers Say About Enghouse Insights?

Pros

Cons

What Are Recent G2 Reviews of Enghouse Insights?

What Are G2 Users Discussing About Enghouse Insights?

How Do G2 Users Rate ProProfs Survey Maker?

Who Is the Company Behind ProProfs Survey Maker?

Who Uses This Product?

What Do G2 Reviewers Say About ProProfs Survey Maker?

Pros

Cons

What Are Recent G2 Reviews of ProProfs Survey Maker?

What Are G2 Users Discussing About ProProfs Survey Maker?

How Do G2 Users Rate Netigate?

Who Is the Company Behind Netigate?

Who Uses This Product?

What Do G2 Reviewers Say About Netigate?

Pros

Cons

What Are Recent G2 Reviews of Netigate?

What Are G2 Users Discussing About Netigate?

How Do G2 Users Rate Swell?

Who Is the Company Behind Swell?

Who Uses This Product?

What Are Recent G2 Reviews of Swell?

How Do G2 Users Rate Alchemer Digital?

Who Is the Company Behind Alchemer Digital?

Who Uses This Product?

What Are Recent G2 Reviews of Alchemer Digital?

What Are G2 Users Discussing About Alchemer Digital?

How Do G2 Users Rate Kimoby?

Who Is the Company Behind Kimoby?

Who Uses This Product?

What Do G2 Reviewers Say About Kimoby?

Pros

Cons

What Are Recent G2 Reviews of Kimoby?

What Are G2 Users Discussing About Kimoby?