Enterprise Feedback Management Software Market Size, Share, Growth, Trends, and Global Industry Analysis: By Type (On-Premises, Cloud-Based, and Others), By Application (Large Enterprise and SME), and By Region Forecast 2020-2031    

Enterprise Feedback Management Software Market size was valued at US$ 5,398.4 million in 2024 and is projected to reach US$ 10,997.6 million by 2031 at a CAGR of 13.1% from 2025-2031. The market is an international industry comprising software solutions and platforms that enable organizations to systematically collect, manage, analyse, and act on feedback from customers, employees, and other stakeholders across multiple channels and touchpoints. The global enterprise feedback management (EFM) software market is being primarily driven by the increasing focus on delivering exceptional customer experiences.

Organizations across industries are adopting EFM platforms to collect real-time, multi-channel feedback and convert it into actionable insights that improve satisfaction, loyalty, and retention. This driver is further supported by the rise of employee feedback programs, regulatory compliance needs, and the convergence of Voice of Customer (VoC) and Voice of Employee (VoE) systems. A key trend shaping the market is the shift toward unified experience management platforms, which integrate customer, employee, and operational feedback into centralized dashboards supported by AI-driven sentiment analysis and automated workflows. These platforms enable agile, data-backed decision-making across departments.

The market also presents a major opportunity in AI and predictive analytics, allowing businesses to proactively address pain points, automate insight delivery, and scale feedback strategies through mobile and omnichannel tools. However, growth is restrained by the technical challenges of integrating EFM tools with existing enterprise systems like CRM and ERP, as well as limitations in analytical capabilities. Privacy concerns, compliance requirements, and survey fatigue also act as barriers. Despite these challenges, the EFM market is evolving rapidly as a strategic tool for enterprise-wide experience transformation.

Facts & Figures 

• Customer Experience (CX) as a Strategic Priority: In a competitive, service-driven global economy, businesses are increasingly prioritizing customer experience (CX) as a key differentiator. EFM software allows enterprises to gather, analyse, and act on feedback to enhance service quality, reduce churn, and build customer loyalty. For instance, according to a research study, companies that improve customer experience increase revenues by 5-10% and reduce costs by 15-25% within 2-3 years. Leading firms like Amazon and Apple use continuous feedback loops to enhance CX, showcasing how embedded EFM practices drive long-term growth.
• Mobile & Social-Enabled Feedback Collection: With the rise of mobile devices and social media, real-time feedback collection has become easier and more effective. Customers now expect brands to respond quickly via platforms like WhatsApp, Instagram, and app surveys. For instance, according to the Pew Research Center in 2024, 85% of Americans own a smartphone, and global smartphone usage is even higher in markets like India and China. EFM platforms are adapting by embedding surveys into apps, mobile browsers, and social channels to capture feedback instantly.
• Regulatory Compliance & Data Privacy Pressure: Global data privacy regulations like the General Data Protection Regulation (GDPR) in Europe and HIPAA in the U.S. have made structured, secure feedback systems a necessity. Organizations are required to collect, store, and process personal data, including survey responses, in a compliant and transparent manner. For instance, according to a research report on AI governance notes that over 60% of companies are actively redesigning digital systems, including feedback platforms, to meet data security and transparency standards.
• Unified Experience Management (VoC + VoE): Enterprises are increasingly integrating Voice of Customer (VoC) and Voice of Employee (VoE) programs into a single platform. This allows companies to align external feedback with internal performance and culture, improving both customer satisfaction and employee engagement.

Key Developments  

• In June 2025, CallMiner, a leader in speech and text analytics, entered a strategic partnership with Microsoft to integrate its conversation intelligence tools into Microsoft Azure, enabling businesses to extract customer sentiment and pain points more accurately, thus advancing real-time feedback analytics for customer support and compliance.
• In June 2025, IBM acquired Seek AI, a startup focused on natural language querying and feedback automation, for an undisclosed amount, to enhance IBM’s Watsonx platform with smarter feedback extraction and automated decision support, expanding its capacity in sentiment mining and enterprise experience management.
• In May 2025, in a major $8 billion deal, Salesforce announced the acquisition of Informatica, a leader in cloud data integration and governance, to improve how enterprises connect structured and unstructured data across apps, creating unified customer intelligence and actionable insights within Salesforce ecosystems, a direct enhancement to EFM functionality.
• In March 2025, ServiceNow acquired Moveworks, an AI-driven IT support and feedback assistant platform, for nearly $3 billion to embed generative AI into its Now Platform for automated response resolution and sentiment-driven support workflows, positioning itself at the forefront of enterprise feedback and service intelligence.

Enterprise Feedback Management Software Market Segmentation:

Based on the Type 

• On-Premises
• Cloud-Based
• Others

The cloud-based segment holds the largest market share in the enterprise feedback management (EFM) software market due to its scalability, lower upfront costs, faster deployment, and ease of integration with other enterprise tools like CRM and HR platforms. Businesses prefer cloud solutions for real-time feedback collection, remote accessibility, and AI-enabled analytics, especially amid the rise of hybrid work and digital customer interactions. Additionally, frequent updates and flexible subscription models make cloud-based platforms ideal for both large enterprises and growing SMEs. In contrast, the on-premises segment lags due to high maintenance costs, longer implementation times, and limited flexibility in adapting to rapidly evolving feedback and compliance needs.

Based on the Application

• Large Enterprise
• SME

The large enterprise segment dominates the enterprise feedback management (EFM) software market due to its greater need for comprehensive, multi-channel feedback solutions and higher investment capacity. Large corporations across industries like BFSI, healthcare, retail, and telecom rely on advanced EFM systems to manage vast customer and employee bases, ensure compliance, and drive strategic decisions through integrated insights. These organizations often require sophisticated analytics, customizable dashboards, and seamless integration with enterprise systems like CRM and ERP. On the other hand, the SME segment, while growing rapidly due to increasing digital adoption and affordability of cloud-based tools, still holds a smaller market share due to budget constraints and limited implementation resources.