Enterprise Feedback Management systems are gaining in popularity. Enterprise Feedback Management (EFM) is a term used to describe systems and techniques that allow organizations to distribute surveys and gather results. A business' EFM system may include software as well as specific processes.
There are several reasons why EFM systems, like our own Voice of the Customer solution, are gaining popularity. First, they ensure that feedback is gathered and shared across departments. Previously, most feedback practices operated on a department level, limiting the scope and consistency of data collection and analysis. Because it is centrally managed, many business owners and managers find that EFM gives them a more holistic understanding of their employees and customers, across all departments.
Second, since EFMs operate in real time, they deliver the best information to company decision makers. With up-to-the-minute feedback from employees and customers, potential stumbling blocks or crises can often be averted.
Last, EFM solutions may increase survey participation. Participation in surveys often declines when the same people are overburdened for responses. EFM systems allow management to centrally store contact information and avoid over-surveying respondents.
However, an EFM system is only as valuable as the actions it drives. Buyers should be wary of investing in a software solution that provides volumes of feedback and data enough to fill a landmine, if that information is not easily acted upon. The best EFM systems help the right people in the organization take the right actions to secure and engage customers and employees.
EFM systems are excellent tools for understanding your employees’ and customers’ wants and needs. However, it is the systems that help companies be responsive to those needs that are driving true value. These EFM solutions are helping organizations win engaged, passionate employees and customers who act as enthusiastic brand ambassadors.
Topic: Customer Experience
