Enterprise Feedback Management Solutions

Turn Feedback into Satisfaction and Loyalty

The profitability of your business depends on your ability to attract and retain loyal customers, employees, and partners. Gathering feedback from these stakeholders is the first step in understanding what motivates them to buy – and continue buying – your product or service. More importantly, when you take action on that enterprise feedback, satisfaction and loyalty improves – resulting in increased sales and market share.

The concept of Enterprise Feedback Management (EFM) demonstrates an evolution of taking feedback seriously – moving beyond one-off departmental surveys without cross-functional coordination or sharing of results. EFM is about embracing an organization-wide approach to continually capturing feedback across many touch points, then taking the next step to put that feedback to work for increased competitive advantage.  

MarketTools is the leader in providing Enterprise Feedback Management solutions that help you increase revenue and market share by building loyalty and deepening critical relationships. Our powerful, yet easy to use enterprise feedback management solutions enable you to integrate feedback across your enterprise and into your business processes with the broadest capabilities for listening, analyzing, and acting on feedback in real time.

Listen: Collect Feedback from Customers, Employees and Partners

Capture and integrate employee, partner and customer feedback using the broadest range of channels available through any EFM solution, including:

• Surveys – deployed via email, web, phone, video, IVR, kiosk, and paper
• Social Media – including blogs, Facebook, Twitter, forums and videos
• Online Communities – complete with polls, forums, blogs, idea voting, galleries, and more
• Voice Recordings – contact center and IVR survey voice recording

Break down "silos of information" and integrate survey and social media analysis programs across your organization so results can be easily shared enterprise-wide.

Analyze: Gain Relevant Real-Time Insights Optimized for Each User

Powerful analytics deliver relevant, real-time insights optimized for each user to ensure feedback is present in daily decision making:

• Advanced out-of-the-box reporting capabilities allow you to slice and dice survey results and social media data to view it through dozens of lenses.
• Adaptive Role Based Reporting makes it easy to provide relevant, role-specific dashboards to all customer-facing employees to create alignment and accountability for customer satisfaction.
• Metrics such as NPS, significance testing, Key Driver charts, pareto analysis and social media sentiment give you a deeper understanding of loyalty drivers so you can quickly pinpoint areas to improve or enhance.
• Advanced text analysis reveals insights gleaned from responses to open-ended questions to understand sentiment and drill into the context behind survey ratings; users can quickly create interactive dashboards to see data where and how they prefer.

Act: Take Action When it Matters Most

Advanced action management with alerts and comprehensive case management capabilities enable you to take immediate action when it matters most, maximizing scarce resources to demonstrate true commitment to key relationships. Alerts are triggered based on set business rules and cases can be automatically opened within minutes, so you can quickly turn a difficult situation into an opportunity to create an even deeper relationship.

Powerful, Scalable Enterprise Feedback Platform

Our web-based, Software as a Service (SaaS) solution is highly scalable and secure, and requires no on-site hardware or software. Our scalable, enterprise-grade platform is easy to deploy across your organization, so you can integrate feedback into all your business processes.  

Expert Services

Get the most from your investment with the help of our experienced team of  Enterprise Feedback Management experts to get your solution up and running quickly and easily. With more than a decade of experience designing and deploying successful feedback programs and a 100% satisfaction score from clients, our EFM experts can offer assistance with strategic program design, communications strategy, metrics,  reporting and action management. Whether you need a simple quick-start program or daily project management assistance, our flexible services model is designed to fit your needs.