report

The Forrester Wave™: Customer Feedback Management Platforms,
Q2 2021

The 12 providers that matter most and how they stack up

The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021

In Forrester's 33-criterion evaluation of customer feedback management (CFM) platform and services providers, they identified the 12 most significant ones.

This report shows how each provider measures up and helps customer experience (CX) and insights professionals select the right one to match their needs.

Of the 12 vendors evaluated, Medallia received one of the highest scores in the Strategy category and the highest possible scores in several criteria they believe are top-of-mind for their customers:

  • Feedback collection
  • Employee feedback (VoCE/VoE)
  • Image and video feedback collection/mining
  • Analytics capabilities
  • Alerting and closing the loop
  • Usability
  • Creates a culture of customer-centricity
  • Scalability 
  • Security/Regulatory/Compliance
  • Execution and delivery on roadmap
  • Product vision and strategy
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This report is sponsored by Medallia.