Enterprise Feedback Management (EFM): Overview & Best Tools

The bigger the company and the more customers you have, the more complex the operations. All cogwheels have to run in perfect sync to provide exceptional customer satisfaction. ⚙️

And with thousands of customers to manage, it's easy to neglect customer feedback.

Today, we discuss enterprise feedback management (EFM): what it is, why it's so important, and the best EFM software you can get in 2024.

Key takeaways:

• Enterprise feedback management helps enterprise organizations collect, manage, analyze, and act on feedback
• The key differences between "regular" and enterprise feedback management are: scale and scope, integration, advanced analytics, actionability and workflow automation, and strategic alignment
• The best enterprise feedback management software:
  • Featurebase is the best all-around enterprise feedback management software
  • Aha! is best for product management teams looking for a full-cycle product tool
  • ProductPlan is a true enterprise-level tool for product management and feedback collection
  • Bettermode is a visitor engagement platform that can also be used to collect and analyze feedback
  • Userback is excellent for businesses looking for novel features such as session replays, screen annotations and video recording
  • Canny.io is best for forward-looking companies that need AI-powered feedback management features
  • Productboard is best for companies that don't want to spare money on collecting feedback, creating customer portals and roadmaps
  • UserVoice is the best for enterprise companies with a big budget that need a wide range of feedback tools
  • ProdPad is great for companies that want to empower sales, marketing, and customer support with feedback
  • Beamer is best for teams looking for a robust changelog tool with in-app notifications

What is enterprise feedback management (EFM)?

Enterprise feedback management is a system or strategy that organizations use to collect feedback, manage it, and act on it. The feedback can come from a variety of sources: customers, employees, and various stakeholders.

Feedback can come from various channels, such as customer surveys, customer feedback forms, social media, review sites, and others.

The end goal of enterprise feedback management is to pool the feedback data in one place and gain actionable insights on how to improve customer loyalty, better meet customer needs, reduce churn, create better customer relationships, and, in general, provide more value.

What makes enterprise feedback management different?

You may be wondering: what makes the difference between an enterprise feedback management system and one built for smaller companies? 🤔

There are several key differences besides the word "enterprise". Primarily...

1. The scale and scope

Enterprise companies are larger and more complex and typically have more customer data. The feedback scales across the entire enterprise, not just the customers and how they interact with a brand.

There are multiple sources (customers, partners, employees) and platforms to collect feedback from (websites, social media, review sites, etc.) as opposed to collecting customer feedback from specific sources in smaller companies.

2. The integration

In smaller companies, different departments gather feedback data in siloes. E.g. sales and marketing will have their own customer feedback systems.

An enterprise feedback management system entails a centralized feedback platform. No matter how many stakeholders, platforms, and customers you have, each feedback entry is pooled into one location.

These are tools, such as Featurebase, that allow you to analyze customer feedback from all sources, prioritize it, do customer segmentation, and determine which feedback entries bring the most value to your business.

3. Advanced analytics

Standard feedback tools provide only basic analytics, such as averages, trends, and satisfaction scores.

Enterprise feedback management software is much more sophisticated. You can do customer segmentation, sentiment analysis, natural language processing, predictive analytics, and more. No matter how many customers you have, you can unearth actionable insights from your customer base.

4. Actionability and workflow automation

In smaller companies, the feedback data is analyzed, prioritized and acted on immediately.

Enterprise feedback management software automates the bulk of the manual work so you get access to the most important insights. These tools automate response workflows, prioritize issues based on urgency, flag multiple instances of negative feedback, tie feedback data to actionable outcomes, and streamline the process from collecting feedback to acting on it.

5. Strategic alignment

Smaller businesses collect customer feedback to solve specific problems such as improving products or services.

Enterprise feedback management is about strategic alignment, linking feedback data to broader company goals, driving product innovation, employee engagement, and more.

Top enterprise feedback management software in 2024

The right enterprise feedback management software helps you improve customer satisfaction, and gives actionable insights you can act on, and instead of being a cost, it's an investment that saves money for your business.

Here are some of the best customer feedback tools you can try for your enterprise organization. 👇

1. Featurebase

No matter the size of your business and how many customers you have, Featurebase makes it easy to collect feedback, analyze and prioritize it, and improve your product.

Instead of navigating dozens of feedback channels, you can access everything in Featurebase's feedback portal. All your feedback, sorted by topics, is ready to analyze and act on.

Some of the top Featurebase features include:

• Feedback forum to serve as a single source of truth for all feedback (internal and external)
• In-app feedback widgets (see live demo)
• Revenue-based feedback prioritization
• Sync customer data to their feedback
• Public and private product roadmaps
• Bug tracking
• Customer surveys (NPS, customer satisfaction, and others)
• Prioritization frameworks like value/effort
• Customer segmentation based on your own filters
• Custom domain and branding
• Automatic user authentication and SSO
• And much, much more

It comes with an affordable pricing:

• Starter Plan ($49/month) - 4 members, all core features like in-app widgets, integrations, custom domain, customer data syncing, etc.
• Growth Plan ($99/month) - 6 members, SSO, AI similar-post suggestions, private posts between admins and users, multiple-question surveys, etc.
• Business Plan ($207/month) - 8 members, API access, user segmentation, prioritization module, and admin roles
• Enterprise Plan (custom) - unlimited members, full white labeling, custom admin roles, role-based access to different parts of the product, and much more.

All plans let you collect unlimited feedback, and you can try them with a 10-day free trial. See pricing here →

Featurebase is enterprise feedback management software that is intuitive and easy to use both for your team and your customers. You'll get to actionable insights quickly, without spending hours on feedback management every week.

Learn more about Featurebase →

2. Aha!

Calling themselves "the #1 product development software software", Aha! position themselves as a more general product tool than focusing merely on feedback. The great news is that there are various product tiers to choose from, and you can simply collect feedback without grabbing the full Aha! offer.

Its most valuable features are:

• Roadmap creation and management, public and private
• Customer feedback management and collection
• Whiteboards for visualizing product information
• Knowledge platform for publishing product information
• Develop platform for agile product development

Pricing requires a bit of research because Aha! is split up in modules:

• Roadmaps (starts at $59 per user/month)
• Ideas (starts at $39 per user/month)
• Whiteboards (starts at $9 per user/month)
• Knowledge (starts at $39 per user/month)
• Develop (starts at $9 per user/month)

3. ProductPlan

ProductPlan is an enterprise feedback management tool for product planning, roadmap creation and publishing, and creating product workflows. While most other tools on this list are focused on feedback management, ProductPlan is a full-blown product management tool, which can be too much for those just wanting to collect feedback.

The most valuable ProductPlan features are:

• Product feedback strategy management
• Product discovery (capturing feedback, validating ideas, backlog prioritization)
• Public and private proddvuct roadmaps
• Integrations with development and project management tools

In true enterprise fashion, ProductPlan does not have pricing plans displayed on its website. You'll have to book a "consultation meeting" with their sales team to get a quote personalized just for your needs. There is also no free trial available.

4. Bettermode

Bettermode is not just an enterprise feedback management platform. It's a way to ramp up engagement on your website by adding custom elements that your visitors can interact with. It works for a host of industries and use cases and one of them is to collect feedback from your customers.

Top features that might interest you include:

• Centralized product feedback portal
• Feature voting and comments
• Status updates for existing customers
• Private and public discussion boards
• Customer leaderboards and badges

There is a free plan but it only allows for 10 members. The Lite plan is $19, which gets you unlimited users and a custom domain with three collaborators.

5. Userback

Userback is an enterprise feedback management platform that lets businesses collect customer feedback with a range of features typically not found in feedback software. You can use it to collect, understand, and act on feedback.

Features include:

• Feedback widget and portal
• Customer surveys (like NPS and others)
• Browser extension
• Session replays
• Screen annotations
• Video recording
• User identification
• Roadmaps
• Feedback management

A free trial of Userback is available. Paid plans start at $49 per month, which gives access to five users on your team.

6. Canny

Canny.io is a customer feedback tool built for SaaS products. From startups to enterprise-level companies, there are numerous features that make it easy to collect, analyze and act on feedback.

The most valuable features are:

• AI feedback management
• Feedback collection, analysis, and prioritization
• Roadmap creation and planning
• Feature request and idea management
• Internal feedback collection
• Public roadmaps
• Sales documentation

Canny.io has changed its pricing throughout the years, but one thing that remains is the free plan. You can set up a feedback portal with unlimited users, a changelog, and a public roadmap, with one integration. Paid Canny plans start at $79 per month but you only get the really good features in the priciest plan, at $359 monthly.

More: Canny pricing: is it worth it? →

7. Productboard

Productboard is an enterprise feedback management software for product teams that want to build better software. While it started out as a roadmap tool, Productboard now has features that allow you to capture customer insights, analyze customer feedback, and prioritize it in a data-driven way.

Top features in Productboard are:

• Product roadmaps
• Customer portal for collecting feedback
• Data-driven prioritization through feedback analysis
• AI features (feature brief writing, feedback entry summary)
• Native integrations with open APIs

Productboard has a free plan that unlocks up to 50 feedback notes, with one team space and one objective. Paid plans start at $19 per maker per month. However, since you're billed by the number of notes you capture, the best starting plan would be Pro, at $59 per maker per month.

More: Productboard pricing: is it worth it? →

8. Uservoice

Calling themselves the "ultimate tool for product discovery", Uservoice is one of the best-known enterprise feedback management software for SaaS tools. It does not just help you collect feedback, it also pinpoints opportunities to improve customer satisfaction and gives you actionable ways to do so.

Top UserVoice features include:

• Feedback collection, analysis, and prioritization
• Customer engagement features
• Product research features
• Customer feedback analytics for an informed product strategy
• Feedback intelligence (sentiment analysis)

In terms of pricing, Uservoice justifies the title of enterprise feedback management software. The cheapest plan is $899 per month for 1,000 active users. Not only that, but you have to sign an annual contract too as there are no monthly plans available. There is no free trial available and you can learn more about the product by getting a demo with their team.

More: UserVoice pricing: is it worth it? →

9. ProdPad

ProdPad is a product management tool with many features that help customer support, product, sales, and marketing teams make light of their everyday work.

Main ProdPad features include:

• Product roadmaps
• Idea management
• Feedback management
• Product backlog workflow creation and management
• Team collaboration features
• And many other ways to get actionable insights from your customer data

ProdPad's pricing plan is a bit more complex than the rest of the tools on this list. The main product is split up into three pricing tiers:

• Roadmaps
• Ideas
• Feedback

As their name suggests, each one offers a portion of the enterprise feedback management software that is Prodpad. Each of the three tiers starts at $24 per user per month, which means you'll need $72 minimum to get the full Prodpad experience.

The free trial is available for 7 days.

10. Beamer

Beamer is an all-in-one customer feedback tool that was built as a way to publish changelogs to existing customers. Over time, Beamer developed into a full-scale enterprise feedback management software for everything from capturing feedback data to analyzing it and acting on it.

Some of the top features offered in this tool include:

• Changelog (with push notifications, in-app notifications, and segmentation)
• NPS surveys (in and outside of your product)
• Customer feedback collection and analysis (idea management, roadmap creation)
• User onboarding tools (product tours + resource center)

Beamer has a free trial to check out all the enterprise feedback management features. Paid plans start at $49, which does not get you the user feedback feature, unfortunately. User feedback is an extra add-on that costs $99 per month.

Conclusion

Using just about any tool to collect customer feedback may sound like an acceptable choice if you're a startup with five customers. But even then, the right feedback tool can make a massive difference in customer loyalty, customer satisfaction, and eventually, revenue. 💸

Featurebase gives you enterprise-level features that help you collect, prioritize, and act on feedback so you can focus on the right (data-backed) problems. It comes with AI analysis features, surveys, feedback widgets, and roadmaps, helping you get a complete picture of customers' problems and focus on the most impactful features.

The onboarding is incredibly quick and doesn't require a credit card, so there's no downside to trying it. 👇

Start collecting & managing customer feedback with Featurebase for today →