Enterprise Feedback Management Products

Products shown on the Grid for Enterprise Feedback Management have received a minimum of 10 reviews/ratings in data gathered by January 25, 2016. Products are ranked by customer satisfaction (based on user reviews) and market presence (based on market share, vendor size, and social impact) and placed into four categories on the Grid:
  • Leaders offer enterprise feedback management products that are rated highly by G2 Crowd users and have substantial scale, market share, and global support and service resources. Leaders products include: Qualtrics
  • High Performers provide products that are highly rated by their users, but have not yet achieved the market share and scale of the vendors in the Leader category. High Performers products include: Medallia, Clicktools, and AskNicely
  • Contenders have significant market presence and resources, but their products have received below average user satisfaction ratings or have not yet received a sufficient number of reviews to validate their products.
  • Niche products do not have the market presence of the Leaders. They may have been rated positively on customer satisfaction, but have not yet received enough reviews to validate their success. Niche products include: Confirmit, MaritzCX, TopBox, and UserVoice

Report Summary

The Winter 2016 Enterprise Feedback Management Grid℠ Report revealed these high-level insights about the enterprise feedback management software market:

Balancing Act - Software vendors in this category are struggling to find a balance between collecting customer feedback data and not presenting their feedback request in an intrusive manner. Extracting more data from short surveys is a common approach to improve response rates.

Room to Improve- Users are looking in more places for customer feedback and they want their enterprise feedback management tools to adapt. A lack of social media integration was a common complaint for several products in this category.

The More You Know - Users are collecting more data from their customers, but they’re unsure of how to use it. They complained about a lack of training and educational resources across the category. This suggests software vendors need to teach their customers about NPS scores and how to convert customer feedback into product improvements.

Enterprise Feedback Management Grid℠ Scores

The table below shows the satisfaction and market presence scores that determine vendor placement on the Grid℠. To learn more about each of the products, please see the Executive Summaries section.

Leaders

# of ReviewsSatisfaction (normalized)Market PresenceG2 Score
Qualtrics
49
95
57
76

High Performers

# of ReviewsSatisfaction (normalized)Market PresenceG2 Score
Medallia
14
75
46
60
Clicktools
25
68
42
55
AskNicely
13
91
16
53

Niche

# of ReviewsSatisfaction (normalized)Market PresenceG2 Score
Confirmit
18
31
40
35
MaritzCX
12
30
41
35
TopBox
11
46
13
29
UserVoice
16
11
31
21

Grid℠ Methodology

Enterprise Feedback Management Definition

Enterprise feedback management software is a tool used by companies to systematically gather data from users and customers. Companies can use enterprise feedback management systems to get data on customers, employees, and market research. These systems deliver surveys to specific recipients through a variety of channels, and they track and analyze the results.

Enterprise feedback management tools are often designed to be used by multiple users in an organization, and for those users to have varying roles and permissions. This allows companies to control data and feedback tools to a greater degree than survey software. Enterprise feedback management software also typically includes more features, control, and security.

Grid℠ Rating Methodology

The Grid℠ represents the democratic voice of real software users, rather than the subjective opinion of one analyst. G2 Crowd rates enterprise feedback management products algorithmically based on data sourced from product reviews shared by G2 Crowd users and data aggregated from online sources and social networks.

Technology buyers can use the Grid℠ to help them quickly select the best enterprise feedback management product for their business and to find peers with similar experiences. For vendors, media, investors, and analysts, the Grid℠ provides benchmarks for product comparison and market trend analysis.

Grid℠ Scoring Methodology

G2 Crowd rates products and vendors based on ratings and reviews gathered from our user community, as well as data aggregated from online sources and social networks. We apply a unique, patent-pending algorithm to this data to calculate the product strength and vendor market presence scores in real time.

The satisfaction rating is affected by the following (in order of importance):

  • Overall Customer Satisfaction and Net Promoter Score (NPS) based on ratings by G2 Crowd users
  • Customer satisfaction with second-level product attributes based on user reviews
  • Popularity and statistical significance based on number of ratings and reviews received by G2 Crowd

The market presence score is affected by the following (in order of importance):

  • Number of employees for product and parent company (based on social networks and public sources)
  • Market share based on share of voice including number of ratings and reviews received
  • Vendor momentum based on web traffic and Google search trends
  • Product social impact based on Klout score and Twitter followers
  • Vendor social impact based on Klout score, Twitter, and LinkedIn followers
  • Revenue and year over year revenue growth rate (if available)
  • Age of company (number of years in operation)
  • Employee satisfaction and engagement (based on social network ratings)

Rating Changes and Dynamics

The ratings in this report are based on a snapshot of the user reviews and social data collected by G2 Crowd up through January 25, 2016. The ratings may change as the products are further developed, the vendors grow, and as additional opinions are shared by users. G2 Crowd updates the ratings on its website in real-time as additional data is received, and we will update this report at least twice per year. By improving their products and support and/or by having more satisfied customer voices heard, contenders may become leaders and niche vendors may become high performers.

Trust

Keeping our ratings unbiased is our top priority. We require the use of a LinkedIn account to validate a G2 Crowd user’s identity and employer and verify all reviews manually. We do not allow users to rate their employer’s products or those of their employer’s competitors. Though we share reviews from business partners (they often contain valuable content), we filter out business partner ratings in our aggregate ratings to avoid bias.

Our G2 Crowd staff does not add any subjective input to the ratings, which are determined algorithmically based on data aggregated from publicly available online sources and social networks. Vendors cannot influence their ratings by spending time or money with us. Only the opinion of real users and data from public sources factor into the ratings.

Grid℠ Inclusion Criteria

All products in a G2 Crowd category that have at least 10 reviews from real users of the product will be included in the Grid℠. Inviting other users, such as colleagues and peers to join G2 Crowd and share authentic product reviews will accelerate this process.

If an enterprise feedback management product is not yet listed on G2 Crowd and it fits the market definition above, then users are encouraged to suggest its addition to the Enterprise Feedback Management category.

Product Executive Summaries

Executive profiles and detailed charts are included for products with 10 or more reviews.
Qualtrics
Qualtrics
49 ratings
4.5 out of 5 stars

Vendor Information

  • Vendor: Qualtrics
  • Location: Provo, UT
  • Founded: 2002
  • 2016 Revenue: n/a (private company)
  • Employees (Listed on LinkedIn): 979
  • Website: www.qualtrics.com

Most Useful Features

Surveys
+114

Custom Reporting
+58

Analytics Dashboard
+48

Features Needing Improvement

Formatting Tools
+32

Qualitative Data Analysis
+16

Data Visualization Tools
+13

Executive Summary

Qualtrics has been named a Leader based on receiving a high customer satisfaction score and having a large market presence. Qualtrics has the largest Market Presence and received the highest Satisfaction score among enterprise feedback management products. 98% of users rated it 4 or 5 stars and 89% of users believe Qualtrics is headed in the right direction.

Qualtrics is an enterprise-scale survey and feedback management tool.

Some points of interest about Qualtrics in G2 Crowd’s Winter 2016 Enterprise Feedback Management Grid℠ Report:

  • Qualtrics reviewers highlighted the product’s robust feature set as one of the primary reasons for switching from their prior enterprise feedback management solution.
  • Reviewers reported that Qualtrics benefits their overall customer satisfaction, and said that the product improved their customer feedback data collection processes.
  • Qualtrics achieved an average 65% user adoption.

In review ratings and short-answer responses, users liked Qualtrics’:

  • Data collection. Users were impressed with Qualtrics’ core functionalities and appreciated being able to automate feedback collection processes.
  • Ease of use. Reviewers found Qualtrics to be intuitive and easy to use.
  • Third-party integrations. Users enjoyed being able to integrate Qualtrics with their CRM software to collect and store feedback data.

In review ratings and short-answer responses, some users disliked Qualtrics’:

  • Reporting functionalities. Users found these features to be difficult to configure. Some users complained that reporting tools do not collect enough data and are often buggy.

Reviewers recommended Qualtrics to potential users because of its efficiency and overall effectiveness. They advised users to take advantage of online learning materials to better leverage the software. Users said they were likely to recommend Qualtrics at a rate of 90%.

Complaints were few and far between and often were in reference to minor feature requests and confusing workflows. Overall, users were pleased with Qualtrics’ capabilities and referred to them as an industry standard.

Review Breakdown

Top Industries Represented

Medallia
Medallia
14 ratings
4.7 out of 5 stars

Vendor Information

  • Vendor: Medallia
  • Location: Palo Alto, California, USA
  • Founded: 2001
  • 2016 Revenue: $30.0 MM
  • Employees (Listed on LinkedIn): 896
  • Website: www.medallia.com

Most Useful Features

Analytics Dashboard
+7

Surveys
+7

Custom Web Portal
+5

Features Needing Improvement

Mobile Interface
+3

Quantitative Data Analysis
+3

Custom Reporting
+3

Executive Summary

Medallia has been named a High Performer based on receiving a high customer satisfaction score and having a small market presence. 100% of users rated it 4 or 5 stars and 91% of users believe Medallia is headed in the right direction.

Medallia is an enterprise feedback management tool for businesses in the hospitality, tech, retail, and B2B spaces.

Some points of interest about Medallia in G2 Crowd’s Winter 2016 Enterprise Feedback Management Grid℠ Report:

  • Medallia reviewers highlighted the product’s mobile compatibility as one of the primary reasons for switching from their prior enterprise feedback management solution.
  • Reviewers reported that Medallia benefits their overall customer satisfaction, and said that the product helps identify specific areas to improve customer experiences.
  • Medallia achieved an average 68% user adoption.

In review ratings and short-answer responses, users liked Medallia’s:

  • Customizability. Users appreciated the software’s customizable dashboards and reporting features.
  • Text analytics capabilities. Users liked the ability to analyze and score short answer survey responses.

In review ratings and short-answer responses, some users disliked Medallia’s:

  • Mobile applications. Users complained about a confusing user interface and said the applications are prone to crashing.
  • Quality of support. Users complained about a lack of additional learning materials. Medallia was rated below the category average for this metric (82% vs. avg. 88%).

Reviewers recommended Medallia to potential users in the hospitality and retail industries. They advised users to identify what they want to measure before choosing an EFM tool. Overall, users were happy with Medallia’s capabilities and said they were likely to recommend Medallia at a rate of 94%.

Review Breakdown

Top Industries Represented

Clicktools
Clicktools
25 ratings
4.3 out of 5 stars

Vendor Information

  • Vendor: Callidus Software (NASDAQ:CALD)
  • Location: Pleasanton, CA
  • Founded: 1996
  • 2014 Revenue: $136.6 MM
  • Employees (Listed on LinkedIn): 851
  • Website: www.calliduscloud.com

Most Useful Features

Surveys
+10

Form Creation
+5

Report Builder
+5

Features Needing Improvement

Custom Reporting
+4

Qualitative Data Analysis
+4

Custom Formatting Tools
+3

Executive Summary

Clicktools has been named a High Performer based on receiving a high customer satisfaction score and having a small market presence. 96% of users rated it 4 or 5 stars and 82% of users believe Clicktools is headed in the right direction.

Clicktools collects survey and feedback data and allows users to analyze that data in real-time.

Some points of interest about Clicktools in G2 Crowd’s Winter 2016 Enterprise Feedback Management Grid℠ Report:

  • Clicktools reviewers highlighted the product’s ability to integrate with CRM tools as one of the primary reasons for switching from their prior enterprise feedback management solution.
  • Reviewers reported that Clicktools benefits their sales efforts, and said that the product helps them collect customer feedback and lead information.
  • Clicktools achieved an average 63% user adoption.

In review ratings and short-answer responses, users liked Clicktools’:

  • Third-party integrations. Users appreciated being able to integrate Clicktools with their CRM platform and other sales tools.
  • Flexibility. Reviewers liked being able to customize surveys with different question types and formats.
  • Quality of support. Reviewers referred to Clicktools’ support team as knowledgeable and responsive. In fact, reviewers rated Clicktools above the category average for this metric (92% vs. avg. 88%).

In review ratings and short-answer responses, some users disliked Clicktools’:

  • User interface. Several users reported issues when trying to export data and navigate other areas of the software. Users blamed the confusing user interface.
  • Price. Reviewers complained about Clicktools’ cost saying it can be cost-prohibitive for small and mid-market businesses.

Reviewers recommended Clicktools to potential users because of its ability to evaluate customer satisfaction and NPS. They advised small business users to compare Clicktools against other options as the price can be high compared to other EFM tools. Overall, users were very pleased with Clicktools and said they were likely to recommend Clicktools at a rate of 86%.

Review Breakdown

Top Industries Represented

AskNicely
AskNicely
13 ratings
4.9 out of 5 stars

Vendor Information

  • Vendor: AskNicely
  • Location: Auckland, New Zealand
  • Founded: 2014
  • 2016 Revenue: n/a (private company)
  • Employees (Listed on LinkedIn): 3
  • Website: www.asknice.ly

Most Useful Features

NPS Tools
+7

Analytics Dashboard
+6

Surveys
+6

Features Needing Improvement

Custom Reporting
+4

Organization Tools
+4

Data Export
+3

Executive Summary

AskNicely has been named a High Performer based on receiving a high customer satisfaction score and having a small market presence. 100% of users rated it 4 or 5 stars and 100% of users believe AskNicely is headed in the right direction.

AskNicely is a customer feedback tool that measures NPS.

Some points of interest about AskNicely in G2 Crowd’s Winter 2016 Enterprise Feedback Management Grid℠ Report:

  • AskNicely reviewers highlighted the product’s NPS measuring capabilities as one of the primary reasons for switching from their prior enterprise feedback management solution.
  • Reviewers reported that AskNicely helps increase their customer survey response rate, and said that the product helps them improve customer satisfaction.
  • AskNicely achieved an average 83% user adoption.

In review ratings and short-answer responses, users liked AskNicely’s:

  • Ease of use. Reviewers found the tool to be simple to navigate and easy to integrate with existing software. Additionally, users said the tool is easy to use for customers prompted with the survey request as well.
  • Quality of support. Users liked AskNicely’s support team and praised their helpful staff and quick response times.

In review ratings and short-answer responses, some users disliked AskNicely’s:

  • Integrations. Users called for more available third-party software integrations, especially with email marketing tools.
  • Data reporting and export tools. Reviewers complained about a lack of functionality around data reporting and segmentation. Additionally, some reviewers reported issues when trying to export data in certain file formats.

Reviewers recommended AskNicely to potential users because of its simple approach to NPS. They advised users to look elsewhere if they require comprehensive data collection and reporting. Overall, users were very impressed and said they were likely to recommend AskNicely at a rate of 99%.

Review Breakdown

Top Industries Represented

Confirmit
Confirmit
18 ratings
4.0 out of 5 stars

Vendor Information

  • Vendor: Confirmit
  • Location: Oslo, Norway
  • Founded: 1996
  • 2016 Revenue: n/a (private company)
  • Employees (Listed on LinkedIn): 343
  • Website: www.confirmit.com

Most Useful Features

Customizability
+19

Dashboards
+16

Surveys
+12

Features Needing Improvement

Default Question Formats
+9

Mobile Compatibility
+9

Qualitative Data Analysis
+4

Executive Summary

Confirmit has been named a Niche Vendor based on receiving a relatively low customer satisfaction score and having a small market presence. 78% of users rated it 4 or 5 stars and 89% of users believe Confirmit is headed in the right direction.

Confirmit is a feedback management tool that collects data from customers and employees.

Some points of interest about Confirmit in G2 Crowd’s Winter 2016 Enterprise Feedback Management Grid℠ Report:

  • Confirmit reviewers highlighted the product’s flexible data collection tools as one of the primary reasons for switching from their prior enterprise feedback management solution.
  • Reviewers reported that Confirmit benefits their market research efforts, and said that the product helps them utilize customer feedback.
  • Confirmit achieved an average 81% user adoption.

In review ratings and short-answer responses, users liked Confirmit’s:

  • Customizability. Users found the level of customization available in Confirmit’s platform to be useful when designing surveys, specifically highlighting the layout and translation tools.
  • Dashboards. Reviewers appreciated the reporting tools Confirmit provides and enjoyed being able to create campaign-specific dashboards.

In review ratings and short-answer responses, some users disliked Confirmit’s:

  • Ease of setup. Users struggled when getting started with the platform. In fact, they rated Confirmit the lowest in the category for this metric (81% vs. avg. 89%).
  • Price. Reviewers were unhappy with Confirmit’s relatively steep price tag.

Reviewers recommended Confirmit to potential users because of its data collection and reporting customizability. They advised users to define their needs and compare them to Confirmit’s features before investing in such a comprehensive solution. Users said they were likely to recommend Confirmit at a rate of 80%.

Overall, users found Confirmit to be a comprehensive solution, but had issues getting started with the tool.

Review Breakdown

Top Industries Represented

MaritzCX
MaritzCX
12 ratings
4.2 out of 5 stars

Vendor Information

  • Vendor: MaritzCX
  • Location: South Jordan, UT
  • Founded: 1973
  • 2016 Revenue: n/a (private company)
  • Employees (Listed on LinkedIn): 1.1k
  • Website: www.maritzcx.com

Most Useful Features

Support Materials
+8

Analytics Tools
+4

Custom Reporting
+4

Features Needing Improvement

Customizability
+4

User Interface
+4

Social Media Tools
+3

Executive Summary

MaritzCX has been named a Niche Vendor based on receiving a relatively low customer satisfaction score and having a small market presence. 92% of users rated it 4 or 5 stars and 89% of users believe MaritzCX is headed in the right direction.

MaritzCX is a customer experience software that allows businesses to collect and manage feedback data.

Some points of interest about MaritzCX in G2 Crowd’s Winter 2016 Enterprise Feedback Management Grid℠ Report:

  • MaritzCX reviewers highlighted the product’s real-time reporting feature as one of the primary reasons for switching from their prior enterprise feedback management solution.
  • Reviewers reported that MaritzCX benefits their data collection processes, and said that the product helps measure NPS.
  • MaritzCX achieved an average 53% user adoption.

In review ratings and short-answer responses, users liked MaritzCX’s:

  • Reporting and analytics features. Users liked the speed of MaritzCX’s data reporting tools and enjoyed being able to track results in real time.
  • Customizability. Reviewers appreciated the customization tools in the survey builder.

In review ratings and short-answer responses, some users disliked MaritzCX’s:

  • User management. Reviewers were unhappy with the roles and permissions configurations and complained about a confusing collaboration feature.
  • Learning curve. Users complained about the steep learning curve and called for more online learning materials and tutorials.

Reviewers recommended MaritzCX to potential users because of its reporting features. They advised users to develop a plan for identifying the data they need to collect and how they can use it before getting started with a tool like this. Users said they were likely to recommend MaritzCX at a rate of 84%.

Overall, users were pleased with MaritzCX’s core functionality once they were familiar with the software’s user interface quirks.

Review Breakdown

Top Industries Represented

TopBox
TopBox
11 ratings
4.4 out of 5 stars

Vendor Information

  • Vendor: Waypoint Group
  • Location: San Francisco, CA
  • Founded: 2008
  • 2016 Revenue: n/a (private company)
  • Employees (Listed on LinkedIn): 4
  • Website: www.waypointgroup.org

Most Useful Features

Reporting & Dashboards
+8

Third-Party Integrations
+6

Alerts & Notifications
+6

Features Needing Improvement

Mobile Features
+4

User Interface
+3

Question Formatting
+3

Executive Summary

TopBox has been named a Niche Vendor based on receiving a relatively low customer satisfaction score and having a small market presence. 100% of users rated it 4 or 5 stars and 91% of users believe TopBox is headed in the right direction.

TopBox is a customer feedback and analysis tool for B2B businesses.

Some points of interest about TopBox in G2 Crowd’s Winter 2016 Enterprise Feedback Management Grid℠ Report:

  • TopBox reviewers highlighted the product’s extensive reporting capabilities as one of the primary reasons for switching from their prior enterprise feedback management solution.
  • Reviewers reported that TopBox helps them better manage customer feedback.
  • TopBox achieved an average 67% user adoption.

In review ratings and short-answer responses, users liked TopBox’s:

  • Ease of doing business. In fact, TopBox was rated highest in the category for this metric (100% vs. avg. 91%).
  • Data segmentation tools. Users were impressed with reporting tools that help them segment data at a granular level.
  • Quality of support. Reviewers were happy with TopBox’s support and openness to feature requests.

In review ratings and short-answer responses, some users disliked TopBox’s:

  • User interface. Users found the software to be unintuitive and difficult to navigate. TopBox was rated the lowest in the category for its ease of use (78% vs. avg. 85%).
  • Performance issues. Reviewers reported issues when using certain Internet browsers as well as bugs when exporting data.

Reviewers recommended TopBox to potential users because of their reporting tools and support team. They advised users seeking a more comprehensive tool to look elsewhere. Overall, users said they were likely to recommend TopBox at a rate of 88%.

Review Breakdown

Top Industries Represented

UserVoice
UserVoice
16 ratings
4.1 out of 5 stars

Vendor Information

  • Vendor: UserVoice
  • Location: San Francisco, CA
  • Founded: 2007
  • 2016 Revenue: n/a (private company)
  • Employees (Listed on LinkedIn): 47
  • Website: www.uservoice.com

Most Useful Features

Analytics & Dashboards
+12

User Traits
+6

Help Desk
+6

Features Needing Improvement

Custom Templates
+5

User Interface
+3

Response Scoring
+3

Executive Summary

UserVoice has been named a Niche Vendor based on receiving a relatively low customer satisfaction score and having a small market presence. 88% of users rated it 4 or 5 stars and 73% of users believe UserVoice is headed in the right direction.

UserVoice is a customer engagement and feedback tool.

Some points of interest about UserVoice in G2 Crowd’s Winter 2016 Enterprise Feedback Management Grid℠ Report:

  • UserVoice reviewers highlighted the product’s ticketing system as one of the primary reasons for switching from their prior enterprise feedback management solution.
  • Reviewers reported that UserVoice benefits their overall customer experience, and said that the product helps engage customers to better collect and manage feedback data.

In review ratings and short-answer responses, users liked UserVoice’s:

  • Data collection tools. Reviewers found UserVoice’s interface for customers to be unobtrusive and effective for collecting feedback.
  • Data segmentation. Users enjoyed the segmentation tools and liked the tagging system used for sorting survey responses.

In review ratings and short-answer responses, some users disliked UserVoice’s:

  • Feature set. Reviewers found UserVoice’s features to be shallow and incomplete. Additionally, users complained about bugs and confusing interface issues.
  • Quality of support. Reviewers reported mixed messages from UserVoice’s support team and described unresolved issues. UserVoice’s quality of support was rated the lowest in the category (77% vs. avg. 87%).

Reviewers recommended UserVoice to potential users because of its additional help desk features. They advised users to try other options if they require more in-depth customer feedback data. Users said they were likely to recommend UserVoice at a rate of 84%.

Overall, users struggled to take advantage of UserVoice as an enterprise feedback management tool.

Review Breakdown

Top Industries Represented

Satisfaction Ratings

G2 Crowd users rated enterprise feedback management software vendors' ability to satisfy their needs as shown in the table below.