Enterprise Feedback Management (EFM) is ‘technology empowering people’, by providing a system of processes and software that enables organizations to centrally manage deployment of surveys, while analysis and usage of the survey results is available throughout an organization.

EFM collects customer feedback and combines it with related data – from social media to operational metrics – providing real-time insight and predictive analysis tailored to individual roles in an organisation.

This insight can then be used to drive change in customer experience strategy and customer interactions.


What can it deliver?

  • Continual improvement on every customer interaction
  • A better picture of the experiences and needs of the consumer, throughout the organization, by collecting and distributing meaningful feedback – getting the right information to the right person at the right time
  • The ability to immediately address issues that could be reputationally damaging, via ‘hot alerts’

 

More about Enterprise Feedback Management

Without actually working on the frontline, it is often difficult for the Board to hear customer feedback, as knowledge is often siloed. EFM collects customer feedback from numerous touchpoints in one place so it can be pushed out to the relevant parts of the business, allowing them to take action to improve their customer experience. The feedback is presented via role-specific dashboards that empower a workforce by giving them access to relevant data in a digestible, useable format.

Who do I contact?

James Riley
james.riley@ipsos.com
0797 045 7913

Case Study

Making sense of customer feedback