9 Best Enterprise Feedback Management Software & Tools(2025)

Transform Feedback into Action with Enterprise Feedback Management Tools

Enhance decision-making with real-time analytics and streamline your feedback processes using the top enterprise feedback management software.

Centralized Feedback Collection

An enterprise feedback management software consolidates feedback from multiple channels
(email, web, mobile apps and social media) into a single platform. The centralization simplifies the process of managing feedback, providing a view of customer and employee sentiments.

Real Time Analytics and Reporting

The real-time data processing and advanced analytics of a feedback management software enables businesses to quickly identify trends, patterns and emerging issues. Customizable reports provide instant insights, allowing for prompt action and strategic adjustments.

Enhanced Customer and Employee Engagement

Using an enterprise feedback management tool encourages a culture of continuous improvement and open communication. Customers & employees feel valued when their opinions are solicited & acted upon, leading to increased engagement and loyalty.

Improved Product and Service Development

Insights gained from feedback can directly inform product and service enhancements. A feedback management software helps in identifying specific pain points, feature requests and areas for innovation, guiding the development process to better meet customer needs.

Enterprise feedback management (EFM) software has become an indispensable tool for businesses seeking to harness the power of customer insights. These platforms enable businesses to collect, analyze and act upon feedback from various touch points across the customer journey.

By centralizing the data and providing advanced analytics, enterprise feedback management solutions help companies identify trends, measure satisfaction and drive strategic improvements. As businesses increasingly recognize the value of customer-centric approaches, EFM software plays a crucial role in fostering loyalty, enhancing products and services.

Let’s discover the key features, benefits, and factors to consider when choosing the perfect enterprise feedback management platform to elevate your business strategy.

1 Transform Feedback into Action with Enterprise Feedback Management Tools
2 What is Enterprise Feedback Management Software (EFM)?
3 Best Enterprise Feedback Management Tools At A Glance
4 Key Features of Enterprise Feedback Management Software
5 Importance of an Enterprise Feedback Management Platforms
6 Best Enterprise Feedback Management Software and Tools
7 Use Cases of Enterprise Feedback Management Software
8 Grow your Support with Power of EFM Solution
9 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
10 Frequently Asked Questions about EFM Tools

What is Enterprise Feedback Management Software (EFM)?

Enterprise feedback management platform is defined as a powerful tool that helps businesses collect, analyze feedback from customers, employees and stakeholders. The software allows companies to gather valuable insights that can be used to improve products, services and overall business operations.

Deploying EFM software is essential for businesses aiming to understand stakeholder sentiments and drive continuous improvement. Consolidating feedback from diverse sources allows organizations to identify trends, gauge satisfaction levels, and respond to issues proactively.

Key objectives:

Gather feedback: The enterprise feedback management tool collects feedback via various channels like surveys, social media and email to provide valuable insights.
Analyze data: Businesses can analyze feedback data in real-time with the feedback management software to identify trends, patterns and areas of improvement.
Improve customer experience: By understanding customer feedback, EFM software helps businesses make data-driven decisions to enhance the overall CX.
Employee engagement: Deploying an enterprise feedback management platform also gathers feedback from employees to improve their satisfaction in the workplace.

Best Enterprise Feedback Management Tools At A Glance

Choosing the right enterprise feedback management (EFM) tool can be challenging, but it’s essential for effectively gathering and analyzing business feedback. Here’s the list to consider:

Software	Key Features	Price	Trial
Omni24	Multi-channel feedback collection Advanced analytics and reporting AI-powered insights Customizable surveys Integration capabilities	Starts at $34/user/month	14-day free trial
Veemo	Collaborative survey design Advanced security features Multi-language support Automated analysis Journey mapping	Starts at $34/user/month	14-day free trial
Medallia	Omnichannel feedback collection Real-time analytics AI-driven insights	Custom pricing	Demo available
InMoment	Predictive analytics Sentiment analysis Customizable dashboards	Custom pricing	Demo available
Confirmit	Multi-channel data collection Advanced reporting Text analytics	Custom pricing	Demo available
Verint Experience Management	Omnichannel feedback collection Speech analytics Predictive modeling	Custom pricing	Demo available
NICE Satmetrix	NPS management Role-based dashboards Text analytics	Custom pricing	Demo available
Clarabridge	Omnichannel analytics AI-powered insights Sentiment analysis	Custom pricing	Demo available
AskNicely	NPS surveys Real-time feedback Integration with CRM	Starts at $399/month	14-day free trial
Alchemer (formerly SurveyGizmo)	Advanced survey logic Customizable reporting Integration capabilities	Starts at $49/month	7-day free trial

Key Features of Enterprise Feedback Management Software

Enterprise Feedback Management (EFM) software is a crucial tool for businesses that help them to improve their products and services by collecting and analyzing customer feedback.

1. Multi Channel Survey Creation and Distribution

Enterprise feedback management software allows businesses to create and distribute surveys across multiple channels. It includes email, SMS, web, mobile apps and social media platforms. The ability to design surveys for various platforms ensures that businesses can reach their target audience through their preferred communication channels.
Advanced feedback management solutions offer intuitive survey builders with drag-and-drop interfaces, customizable templates and branching logic to create engaging or personalized survey experiences.

2. Real-time Data Collection and Analysis

One of the most critical features of enterprise feedback management tools is its ability to collect and analyze data in real-time. As responses come in, the system automatically aggregates and processes the information, providing up-to-date insights.
The real-time capability allows organizations to identify trends, spot issues and make data-driven decisions quickly. Many feedback management platforms offer customizable dashboards that display key metrics and visualizations, enabling stakeholders to monitor feedback instantaneously.

3. Advanced Reporting and Analytics

The enterprise feedback management software typically includes robust reporting and analytics capabilities. These tools help organizations derive meaningful insights from the collected data. The features often include:

Customizable reports and dashboards
Data visualization tools (charts, graphs, heat maps)
Trend analysis and forecasting
Text analytics for open-ended responses
Sentiment analysis
Cross-tabulation and filtering options

These analytical features enable organizations to uncover patterns, identify correlations and gain a deeper understanding of customer feedback.

4. Integration Capabilities

To maximize the value of feedback data, enterprise feedback management software often integrates with other business systems. Common integrations include:

Customer Relationship Management (CRM) systems
Marketing automation platforms
Help desk and ticketing systems
Business Intelligence (BI) tools
Human Resources Information Systems (HRIS)

These integrations allow for a more holistic view of customer interactions and enable organizations to combine feedback data with other relevant information for comprehensive analysis.

5. Closed-Loop Feedback Management

EFM software facilitates closed-loop feedback management, which involves acting on feedback and following up with respondents. This feature typically includes:

Automated alerts for negative feedback or low scores
Case management tools for tracking and resolving issues
Workflow automation for assigning and escalating cases
Follow-up survey capabilities to measure the effectiveness of actions taken

By closing the feedback loop, organizations can demonstrate their commitment to customer satisfaction and continuously improve their products or services.

6. Employee Feedback Management

While often associated with customer feedback, many enterprise feedback management solutions also cater to employee feedback management. This feature allows organizations to:

Conduct employee engagement surveys
Gather feedback on internal processes and policies
Measure team satisfaction and productivity
Identify areas for improvement in the workplace

By including employee feedback management, enterprise feedback management software helps organizations foster a culture of continuous improvement and employee engagement.

7. Text and sentiment analysis

Advanced feedback management solutions for enterprises are incorporated with text and sentiment analysis capabilities to extract insights from unstructured data. These features use natural language processing (NLP) and machine learning algorithms to:

Categorize open-ended responses
Identify common themes and topics
Assess the sentiment (positive, negative, or neutral) of feedback
Detect emerging issues or trends

Text and sentiment analysis help organizations uncover valuable insights that might be missed through traditional quantitative analysis alone.

8. Customization and Branding

The enterprise feedback management software typically offers customization options to align with an organization’s branding and specific needs. It includes:

Survey design customization (colors, logos, fonts)
White-labeling options for a seamless brand experience
Custom question types and response formats
Personalized email templates and invitations

These customization features ensure that the feedback collection process aligns with the organization’s brand identity and creates a cohesive experience for respondents.

9. Multi-language Support Capabilities

For global organizations, multi-language support is a crucial feature of enterprise feedback management tools. The multilingual capability allows organizations to:

Create surveys in multiple languages
Automatically translate surveys and responses
Analyze feedback across different languages
Generate reports in various languages

Multi-language support ensures that organizations can gather feedback from diverse audiences and analyze it effectively, regardless of language barriers.

Importance of an Enterprise Feedback Management Platforms

Enterprise feedback management tools help businesses to act upon valuable feedback to adjust the gaps and improve the products/services.

Importance of Enterprise Feedback Management Software

1. Comprehensive data collection: Feedback management software enables businesses to gather feedback systematically across multiple channels and touchpoints. The comprehensive approach ensures that businesses capture a holistic view of customer and employee experiences, leading to more accurate insights.
2. Real time insights: Many enterprise feedback management platforms offer real-time data analysis, allowing businesses to respond quickly to emerging trends or issues. The agility can be critical in addressing customer concerns promptly or capitalizing on new opportunities.
3. Improved decision making: By providing detailed analytics and actionable insights, EFM software empowers leaders to make data-driven decisions. It reduces reliance on gut feelings or anecdotal evidence, leading to more effective strategies and improved outcomes.
4. Enhanced customer experience: Understanding customer feedback in depth allows organizations to tailor their products, services and interactions to better meet customer needs. It can significantly improve customer satisfaction and loyalty.
5. Employee engagement: Enterprise feedback management tools often include features for collecting and analyzing employee feedback. It helps businesses to identify and address internal issues, leading to improved employee satisfaction.
6. Operational efficiency: Many feedback management platforms for enterprises integrate with other business tools, streamlining processes and reducing manual effort in data collection. It saves significant time.

Best Enterprise Feedback Management Software and Tools

Enterprise Feedback Management (EFM) software helps to gather and analyze customer feedback. With so many EFM software options, it can be overwhelming to choose the best one.

1. Omni24

Top CX management system with multi-channel feedback collection capability

Omni24 Enterprise Feedback Management Software

Omni24 is an AI powered customer experience platform that offers omnichannel support, ticketing and CRM functionalities. It’s known for its user-friendly interface and extensive integration capabilities, making it suitable for businesses of all sizes.

Key features:

Omnichannel inbox: Centralize all customer inquiries from various channels, providing a seamless customer service experience. Provides a unified customer history for personalized service.
Personalization engine: Tailor responses and recommendations based on customer history as well as preferences.
Workflows: Streamline business processes by automating repetitive tasks, saving time and increasing productivity. The workflows can automate routine tasks, trigger notifications and ensure compliance with service-level agreements.
Collaboration tools: Omni24 includes collaboration features that streamline teamwork in customer service. The tools facilitate seamless communication among team members, allowing them to share information, assign tasks and work together on complex issues.
Reporting: Reporting and analytics provide insights into support team performance as well as customer satisfaction. Omni24 helps identify trends, track KPIs, and make data-driven decisions to improve service quality.

Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based on the features and add-ons. All plans come with a 14 days free trial.

2. Veemo Survey

Best feedback management software for enterprises

Veemo Enterprise Feedback Management Software

Veemo Survey is a customer engagement platform that offers a suite of products to create engaging surveys and collect feedback across various touchpoints. The software provides a conversational interface that improves survey completion rates and gives actionable insights for better decision-making
Key Features:

Instant Messaging: Veemo allows users to send and receive instant messages, making it easy to communicate quickly with colleagues, clients or team members.
Survey and Feedback: The software includes survey and feedback features to collect customer insights as well as measure satisfaction levels. It enables businesses to continuously improve their services.
Unified Inbox: The platform consolidates all customer communication channels into one unified inbox, making it easy for agents to manage messages from multiple channels in one place.
Survey Templates: Users can access survey templates within the software to create custom surveys that can be used to collect feedback from customers and measure satisfaction levels.
AI-Powered Chatbots: Veemo uses AI-powered chatbots to provide instant responses to customer inquiries, freeing up agents to handle more complex issues.
Ticketing System: The software includes a ticketing system to track and prioritize customer inquiries, ensuring that no message goes unanswered.

Pricing: Veemo’s pricing plans start from $29/user/month and go up to $129/user/month based on the features and add-ons. The software pricing is also customizable as per business requirements.

3. Medallia

Top omni channel feedback collection platform

Medallia Enterprise Feedback Management Software

Medallia is a leading customer experience management platform that helps organizations capture and analyze customer feedback across multiple channels.
Key Features: Medallia offers omnichannel feedback collection, capturing insights from surveys, social media, call centers and more. Its real-time analytics provide immediate insights into customer experiences. The platform leverages AI-driven insights to uncover hidden patterns and trends..
Pricing: Medallia offers custom pricing based on organizational size and specific requirements. They provide demos for interested organizations to explore the platform’s capabilities.

4. InMoment

Superb experience improvement (XI) feedback management software

InMoment Enterprise Feedback Management Software

InMoment is an experience improvement (XI) platform that helps organizations act on customer and employee feedback to drive business growth.
Key Features: InMoment offers predictive analytics to forecast future trends based on historical data. Its sentiment analysis capabilities help understand the emotions behind customer feedback. The platform provides customizable dashboards for different user roles and needs.
Pricing: InMoment offers custom pricing tailored to each organization’s specific needs and scale. They provide demos for interested parties to explore the platform.

5. Confirmit

Best VoC and market research platform

Confirmit Enterprise Feedback Management Software

Confirmit is a comprehensive voice of the customer (VoC) and market research platform that helps organizations gather feedback from various sources.
Key Features: Confirmit offers multi-channel data collection capabilities, including web, mobile, and telephone surveys. Its advanced reporting features allow for in-depth analysis and visualization of feedback data. The platform includes powerful text analytics to derive insights from unstructured feedback.
Pricing: Confirmit provides custom pricing based on specific organizational requirements. They offer demos to showcase their platform’s capabilities.

6. Verint Experience Management

Great tool for feedback management across all touchpoints

Verint Experience Management Enterprise Feedback Management Software

Verint Experience Management is part of the larger Verint Customer Engagement platform, focusing on capturing and analyzing customer feedback across various touchpoints.
Key Features: Verint offers omnichannel feedback collection, including surveys, social media, and contact center interactions. Its speech analytics capabilities help derive insights from voice interactions. The platform includes predictive modeling to forecast future trends and behaviors.
Pricing: Verint offers custom pricing based on the organization’s size and specific needs. They provide demos for interested organizations to explore their platform.

7. NICE Satmetrix

Best CX platform with NPS capabilities

NICE Satmetrix Enterprise Feedback Management Software

NICE Satmetrix is a customer experience management platform known for its Net Promoter Score (NPS) capabilities and holistic approach to customer feedback.
Key Features: NICE Satmetrix offers comprehensive NPS management tools, including survey design, distribution and analysis. It provides role-based dashboards for different organizational levels to access relevant insights. The platform includes text analytics capabilities to derive insights from open-ended feedback.
Pricing: NICE Satmetrix offers custom pricing tailored to each organization’s specific requirements. They provide demos for organizations interested in exploring their platform.

8. Clarabridge

Best enterprise feedback management solution for quality CX analysis

Clarabridge Enterprise Feedback Management Software

A leading enterprise feedback management solution specializing in customer experience analytics. Known for its advanced text analytics capabilities, Clarabridge helps large organizations transform unstructured feedback into actionable insights. The platform excels in multi-channel feedback collection and analysis.
Key Features: Advanced natural language processing, sentiment analysis, emotion detection, and multi-channel feedback collection. Offers real-time analytics, customizable dashboards, and automated response triggers for immediate action on customer feedback.
Price: Custom pricing based on enterprise needs. Annual contracts typically start at $50,000. Contact sales for detailed quotes based on requirements.

9. AskNicely

Top enterprise feedback management tool for service businesses

AskNicely Enterprise Feedback Management Software

Purpose-built NPS platform focused on service businesses and frontline teams. AskNicely specializes in real-time customer feedback collection and employee coaching, making it ideal for service-oriented organizations seeking to improve customer experience.
Key Features: Real-time NPS surveys, frontline coaching tools, automated workflow triggers, customer feedback loops, and integration with popular CRM platforms. Includes mobile-first interface.
Price: Professional plan starts at $299/month. Enterprise pricing custom-based on features and user count.

10. Alchemer (formerly SurveyGizmo)

Intuitive enterprise feedback management solution for easy integrations

Alchemer Enterprise Feedback Management Software

Comprehensive feedback management platform offering advanced survey capabilities and robust integration options. Popular among mid to large enterprises for its flexibility and powerful automation features.
Key Features: Advanced survey logic, custom workflows, API integration capabilities, multi-language support, and sophisticated data analysis tools. Includes compliance-ready security features.
Price: Enterprise plans start at $149/month. Custom pricing available for large-scale deployments with advanced features.

Use Cases of Enterprise Feedback Management Software

Enterprise Feedback Management (EFM) software is a powerful tool that acts on customer feedback in order to improve customer satisfaction, loyalty and overall business performance.

1. Customer Satisfaction Surveys

One of the primary use cases of enterprise feedback management software is to conduct customer satisfaction surveys. These surveys allow businesses to gather feedback from customers on their experiences with products, services and support. The feedback management tool enables businesses to design these surveys in order to identify areas for improvement and address customer concerns.

2. Net Promoter Score (NPS) Tracking

Another common use case of enterprise feedback management software is to track Net Promoter Scores (NPS). NPS is a metric that measures customer loyalty and satisfaction by asking customers how likely they are to recommend a company to others. The software can automate the process of collecting NPS data, analyzing trends and generating reports that provide insights into customer perceptions.

3. Employee Feedback Surveys

The enterprise feedback management platform is not just limited to gathering feedback from customers. It can also be used to collect feedback from employees on various aspects of the organization, such as company culture, leadership, training programs and job satisfaction. By using EFM software to conduct employee feedback surveys, businesses can identify opportunities for improvement, address concerns and increase employee engagement.

4. Product Feedback and Development

The feedback management software for enterprises helps create surveys to collect feedback from customers on product features, usability and overall satisfaction. Thus, businesses can gain insights that inform product development and innovation. The enterprise feedback management tool can help businesses prioritize enhancements, make informed decisions and ensure that future product offerings meet customer expectations.

5. Market Research and Competitive Analysis

The enterprise feedback management software can be used for market research and competitive analysis. By collecting feedback from customers on market trends, competitors & industry developments, businesses can stay informed and make strategic decisions that give them a competitive edge. The feedback management software can help businesses track customer perceptions, monitor industry changes and identify growth opportunities.

Grow your Support with Power of EFM Solution

Selecting the right enterprise feedback management software represents a critical decision for organizations committed to data-driven improvement. The ideal platform should align with your specific business needs, scalability requirements, and budget constraints while offering robust features as well as reliable support.

Remember that successful implementation goes beyond selecting the right tool. It requires clear objectives, proper staff training, and a commitment to acting on gathered insights. Whether choosing Omni24, Veemo Survey or other solutions, focus on how the platform will integrate with your existing processes and support your long-term business goals.
Invest time in evaluating options thoroughly, as the right choice can significantly impact your organization’s ability to understand and respond to stakeholder feedback effectively.

Scale Your Conversations with Omni24’s Digital Customer Experience Platform

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Frequently Asked Questions about EFM Tools

1. What is EFM data?

EFM stands for Enterprise Feedback Management, which refers to the process of collecting and analyzing customer feedback to improve business performance. EFM data includes information gathered from various sources, such as surveys, social media and making data-driven decisions.

3. How does EFM software work?

EFM software typically includes tools for creating surveys, collecting feedback, analyzing data, and generating reports. It allows businesses to gather feedback from customers through various channels, such as email surveys, website forms and social media platforms. The software then consolidates this feedback into actionable insights for businesses to implement changes and improvements.

4. How can EFM software improve customer satisfaction?

EFM software helps businesses understand customer needs, preferences and pain points by collecting feedback. By acting on this feedback, businesses can make necessary improvements to products, services and customer interactions, leading to increased customer satisfaction.

5. What types of feedback can EFM software collect?

EFM software can collect various types of feedback, including customer surveys, online reviews, social media comments, Net Promoter Scores (NPS), customer satisfaction scores and more. This diverse range of feedback sources provides businesses with a comprehensive understanding of customer sentiment.

6. What industries benefit the most from using EFM software?

While EFM software can benefit businesses in any industry, industries that heavily rely on customer feedback for decision-making, such as retail, hospitality, healthcare and financial services, tend to benefit the most. EFM software helps these industries improve customer experiences, increase loyalty and drive business growth.

7. How to choose the best EFM software for your business?

When choosing EFM software for your business, consider factors such as your budget, business size, specific needs and goals. It’s essential to research and compare different EFM software options to find the best fit for your business requirements. Additionally, consider seeking recommendations from other businesses in your industry or reading reviews from trusted sources to make an informed decision.

9 Best Enterprise Feedback Management Software & Platforms

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