Why EFM and online surveys are gaining in popularity
In today's fast paced and competitive world, companies are innovating and creating
ways to keep their clients and customers satisfied and loyal to them. When it comes to providing services, customer feedback is an important benchmark. But companies are doing more than just undertaking customer satisfaction surveys and sitting on tons of data. They use Enterprise Feedback Management or EFM which is a centralized system to gather, analyze, and act on the feedback provided by customers in a much faster way.Goals of EFM
The use of Enterprise feedback management has several goals aimed towards increasing customer satisfaction. It helps
In optimizing an organization's ability to collect data and act on it much faster
Providing better customer experience at every level of interaction
Centralizing the collection and management of customer feedback data
Focusing on actions to bring changes
An Enterprise Feedback Management system is used to collect feedback at multiple touch points with the help of targeted surveys and questionnaires. Your clients can be asked to complete a questionnaire after making an order, after they received a service, after they visited your website, etc.
The success of EFM has taken everyone by surprise. The market for EFM has shown an unprecedented growth of 60-70% between 2004 and 2006. Enterprise feedback management is a technology that is attracting entrepreneurs worldwide.
The success of EFM depends on the efficacy of the surveys and questionnaires your organization conducts. Nowadays many organizations depend on online surveys to collect crucial information. Both small and large organisations are shifting away from traditional paper-based surveys towards online surveys and questionnaires.
Online Surveys offer several benefits over traditional survey methods.
In the first place, organisations in a bid to reduce costs use web surveys. Market research consultants opine that online surveys have reduced polling costs by over 50%. In a world of cut-throat competition this offers an increased competitive advantage.
Online surveys give the respondents freedom to choose when to take the survey and how much time to devote to each question. This enables them to provide more thoughtful and hence more accurate answers. Moreover in Online Surveys sensitive questions can be asked because no human being is querying for the answers. Thus, your clients are not intimated when providing negative feedback on your organisation.
Why EFM and online surveys are gaining in popularity
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