Enterprise feedback management

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Enterprise feedback management (EFM) is a system of processes and software that enables organizations to centrally manage deployment of surveys while dispersing authoring and analysis throughout an organization. EFM systems typically provide different roles and permission levels for different types of users, such as novice survey authors, professional survey authors, survey reporters and translators. EFM can help an organization establish a dialogue with employees, partners, and customers regarding key issues and concerns and potentially make customer-specific real time interventions. EFM consists of data collection, analysis and reporting.

Modern EFM systems can track feedback from a variety of sources including customers, market research, social media, employees, vendors, partners and audits in a privatized or public manner.^[1]

EFM systems can be applied by companies operating in different fields: e.g., systems provided by Confirmit, CXGroup, InMoment, MaritzCX, Clarabridge, Medallia, NICE Systems, Netigate, Qualtrics, QuestBack, Verint, QuestionPro, Zoho Survey, Qwary are used by more than half of the Fortune 100 companies from business services, consumer goods, financial services, government and public services, healthcare, manufacturing, media and communication, non-profit and other associations, research and professional services, retail, technology, and travel, hospitality, and restaurants industries.^[2][3]