Consumer & Retail / Customer Service

Customer Feedback Management

EXECUTION STRENGTHMARKET STRENGTHLEADERHIGHFLIEROUTPERFORMERCHALLENGER

What is Customer Feedback Management?

Customer feedback management platforms gather and analyze direct and indirect customer feedback across channels. These solutions include satisfaction surveys, social media monitoring, online reviews, and more.

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Leaders

Leaders are the most established service providers in the market and possess the breadth to address various customer needs.

See why these companies made it as leaders for Customer Feedback Management. These companies include Medallia and CallMiner.

Medallia logo
Medallia

United States / Founded Year: 2001

Medallia (NYSE: MDLA) provides customer experience management software that enables companies to capture customer feedback everywhere the customer is (including web, social, mobile, and contact center channels), understand it in real-time, and deliver insights. It offers Net Promoter Score programs; implementation services; and Medallia Ask Now, which enables Medallia clients to add targeted questions to existing surveys, capture feedback on in-market tests, and measure the impact on customer satisfaction and business results.On October 29, 2021, Medallia was acquired by Thoma Bravo at a valuation of $6.4B.

Key People

Eran Savir, Leslie Stretch, Roxanne Oulman, and 2 more

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CallMiner

United States / Founded Year: 2002

CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner's cloud-based voice of the customer analytics solution automatically analyzes contacts across all communication channels: calls, chat, email, and social. CallMiner offers both real-time monitoring and post-call analytics, delivering insights to contact center staff, business analysts, and executives.

Key People

Paul Bernard, Jeffrey Gallino, Eric Williamson

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Reputation

United States / Founded Year: 2006

Reputation.com provides a SaaS automated platform that enables businesses across the Americas, Europe and Asia Pacific to monitor and respond to reviews, tap into vast quantities of experience data and sentiment to make systematic improvements in the delivery of their services and improve their reputation online.

Known Partners

Alorica, BrandMuscle, J.D. Power, and 2 more

Key People

Michael Fertik, Raefer Gabriel, Ross Chanin, and 2 more

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Ask Nicely

United States / Founded Year: 2014

AskNicely operates a frontline success platform that connects the dots between employee experience, customer experience, and revenue growth for service businesses. The mobile platform delivers personalized coaching and motivation for frontline workers powered by real-time customer feedback and eliminates the need for layers of middle management.

Known Partners

Intercom

Key People

John Ballinger, Aaron Ward, Keddrick Stuart

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Wenjuan.com

China / Founded Year: 2013

Wenjuan.com is a Chinese online survey and feedback management platform. Wenjuan.com boasts over 600 thousand users, including Alibaba, Xiaomi, China Mobile, China Youth Daily and Tsinghua University, among other well-known firms and institutions. Since its founding 18 months ago the company has helped over 100 million online participants to be reached by companies, media, governments and colleges.

Key People

Shoujun Xiang

Highfliers

Highfliers are the most innovative service providers in the market and possess the resources to address evolving customer needs.

See why these companies made it as highfliers for Customer Feedback Management. These companies include Tethr and InMoment.

Tethr logo
Tethr

United States / Founded Year: 2012

Tethr provides a platform that combines artificial intelligence and human intelligence, and leverages customer loyalty insights from major consulting and research institutions to enable companies to gain business value from each customer conversation. The solution provides organizations with a full and accurate understanding of what is said and meant by customers and employees during phone exchanges, and enables them to apply these insights to other engagement channels and business units through simple integration with popular BI and CRM tools.

Known Customers

ACT

Key People

Gary Clark, Ross Jones, Adam Larsen, and 1 more

InMoment logo
InMoment

United States / Founded Year: 2002

InMoment (fka Mindshare Technologies) is a customer experience management company based in Salt Lake City, Utah. The company provides services that allow other businesses to collect and organize data on customer base and the effectiveness of customer service.

Known Partners

inQuba, Virgin Money, Tethr

Key People

Andrew Joiner, Phil Harker

Alida logo
Alida

Canada / Founded Year: 2000

Alida builds a platform that replaces static data and cumbersome reports with real-time actionable customer intelligence that companies need to build improved products, deliver better services and achieve better business outcomes, enabling companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight. It is based in Ontario, Canada.

Known Partners

Verve, Oak, higher oak, and 3 more

Key People

Ross Wainwright, Riaz Raihan, Vinod Hariharan, and 2 more

Outperformers

Outperformers are the most specialized service providers in the market and possess the expertise to address unique customer needs.

See why these companies made it as outperformers for Customer Feedback Management. These companies include Clarabridge.

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Clarabridge

United States / Founded Year: 2005

Clarabridge is a provider of Customer Experience Management (CEM) powered through intelligent sentiment and text analytics. Clarabridge enables enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment, and analyzing qualitative data found in Voice-of-the-Customer (VoC) feedback channels.On July 30, 2021, Clarabridge was acquired by Qualtrics at a valuation of $1.125B.

Known Partners

Alvaria, Microsoft, Compellon, and 1 more

Key People

Sid Banerjee, Jurriaan Persyn, Mark Bishof, and 2 more

Challengers

Challengers are the most promising service providers in the market and possess the agility to address emerging customer needs.

See why these companies made it as challengers for Customer Feedback Management. These companies include Critizr and AppFollow.

Critizr logo
Critizr

France / Founded Year: 2012

Critizr is a multi-channel customer engagement platform for retailers. The company's solution analyses and monitors customer satisfaction through ratings or reviews. By requesting reviews from customers, retailers can facilitate spontaneous comments through a simple and effective feedback-mechanism.

Known Partners

Carrefour, TripAdvisor, Google

Known Customers

Adecco Group, Carrefour

Key People

Nicolas Hammer, Thibaut Carlier, Olivier Duprez

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AppFollow

Finland / Founded Year: 2014

AppFollow is a real-time monitor for users' reviews, versions, rankings, search results positions, and more in the App Store, Google Play, and Windows Store.

Key People

Anatoly Sharifulin, Eugene Kruglov, Pavel Vlasov

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NICE Satmetrix

United States / Founded Year: 1997

NICE Satmetrix is a global provider of customer experience management software for companies who know that customer experience drives success.

Known Partners

NTT Communications

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HappyOrNot

Finland / Founded Year: 2009

HappyOrNot is a feedback collecting and intelligent data analytics reporting service that helps clients improve customer experience, relationships, and employee engagement. Feedback is collected through the Smiley Terminal or Web Smileys and data is transferred via a secure cellular network. Terminals can be company branded and are ready to use out of the box.

Known Customers

Shiseido

Key People

Heikki Vaananen, Ville Levaniemi, Miika Makitalo

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Chattermill

United Kingdom / Founded Year: 2014

Chattermill uses AI to help large organizations understand and improve how they interact with their consumers. Chattermill analyses customer feedback at scale and automatically identifies specific recommendations for how their clients can continuously deliver better services and products to their customers.

Known Customers

Uber, Deliveroo, Spotify, and 2 more

Key People

Mikhail Dubov, Dmitry Isupov, Luke Moore

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SurveySparrow

United States / Founded Year: 2017

SurveySparrow lets users turn surveys into conversations. With a conversational interface, SurveySparrow enables users to create and share highly engaging, mobile-first surveys that offer a chat-like experience.

Key People

Shihab Muhammed

What is Customer Feedback Management?

Customer feedback management platforms gather and analyze direct and indirect customer feedback across channels. These solutions include satisfaction surveys, social media monitoring, online reviews, and more.

Selling a product or service?
Reach more buyers.

Your future customers are researching their next tech solution on CB Insights. Make sure they can find you.

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