Enterprise Feedback Management

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. EFM consists of data collection, analysis and reporting.

Prior to EFM, survey software was typically deployed in departments and lacked user roles, permissions and workflow. EFM enables deployment across the enterprise, providing decision makers with important data for increasing customer satisfaction, loyalty and lifetime value.^[1] EFM enables companies to look at customers "holistically" and to better respond to customer needs.^[2]

Gartner projects that 40 percent of total feedback system deployments will be done through EFM solutions by 2008.^[3]

Contents 1 Background 2 Market structure 3 See also 4 References

Background

EFM applications support complex survey design, with features such as question and page rotation, quota management and advanced skip patterns and branching. The software typically offers advanced reporting with statistical analysis and centralized panel management. EFM applications are often integrated with external platforms, most typically with CRM systems but also with HRIS systems and generic web portals.

Unlike low-end survey tools, EFM applications provides a workflow process with user roles and permissions, so that users may be able to author a survey but require another user to approve it before it is published. Such workflow ensures consistent survey quality and enforces respondent privacy and IT security policies. Applications of EFM vary widely from HR, IT, Marketing, Sales and continues to expand on its corporate implementation and scope. Departments within an organization can collaborate on feedback initiatives, sharing results and gaining insights that enable the organization to listen, learn and react to the needs of their key stakeholders.

Market structure

Given below is a list of entrants into the EFM market, sorted by date of entry. This is the day each organization first publicly used "enterprise feedback management" to describe its company in a third-party publication.^[4]

Vendor	Date of entry
Perseus (now Vovici)	25 May 2004[5]
DatStat	6 June 2005[6]
Inquisite	27 June 2005[7]
SPSS Inc.	3 August 2005[8]
FIRM (now Confirmit)	8 March 2006[9]
Allegiance	3 May 2006[10]
Enetrix	8 May 2006[11]
Satmetrix	16 May 2006[12]
RightNow Technologies	7 September 2006[13]
Data Illusion	11 January 2007[14]
KeySurvey (now WorldAPP)	26 February 2007[15]
Clicktools	24 April 2007[16]
Kinetic Data	17 July 2007[17]
CustomerSat (now MarketTools)	25 September 2007[18]
Medallia	23 October 2007[19]
Interview SA	13 February 2008[20]
Invoke Solutions	11 March 2008[21]
Qualtrics	12 March 2008[22]
Fizzback	5 August 2008[23]
DataCycles	NA[24]
Mindshare Technologies	NA[25]
myK (myKnowledge)	NA[26]
QuestBack	NA
Ransys	NA
ResponseTek Networks Corp.	NA
Surveynomics	NA[27]
TalkFreely	NA
Tell Us About Us	NA[28]

SAP has an "unproven" offering in enterprise feedback management.^[29]

Esteban Kolsky, when a research director at Gartner, described the market structure as follows: "The market for these tools is a highly fragmented one, with no single provider. It's going to jumpstart a bunch of acquisitions as larger vendors look to work EFM and surveying into their growth strategy."^[30]

The EFM market grew 60% to 70% in 2005 and 2006.^[31]

See also

• Customer engagement
• Business intelligence
• Customers
• Customer Intelligence
• Customer relationship management
• Customer satisfaction
• Enterprise relationship management (ERM)

References

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