The survey and feedback management software market size is predicted to expand at an impressive 16.3% CAGR during the forecast period. The industry’s revenue stands at USD 16,061.6 million in 2024 and is projected to surpass USD 87,471.8 million by 2034.
Use of AI or features like predictive analytics in survey and feedback tools offers tangible features for predicting customer behavior. These robust decision-making tools use machine learning algorithms for the computational analysis of past feedback data and the forecasts of future industry trends such as customer churn or product demand. Predictive modeling allows avoiding or foreseeing issues, reaching customers, and fine-tuning marketing strategies effectively.
It also assists the organizations in setting the right expectations with customers and the strategic direction that defines the competitiveness of the company. This helps to boost scalability and international expansion potential. By using this technology, input information is changed or translated into useful information that aids businesses in feedback results.
Survey and Feedback Management Software Market Size and Forecast
| Attributes | Description |
|---|---|
| Estimated Global Survey and Feedback Management Software Market Size (2024E) | USD 16,061.6 million |
| Projected Global Survey and Feedback Management Software Market Size (2034F) | USD 87,471.8 million |
| Value-based CAGR (2024 to 2034) | 16.3% |
The usage of mobile devices has skyrocketed and as a result, mobile-enabled surveying tools have gained traction in the industry. These tools benefit from the high ubiquity of smartphones, to collect feedback from customers and employees in a way that improves response rates. The role of gamification in increasing survey engagement is proving to be more important as respondents can provide feedback from their mobile devices.
The main advantage of mobile surveys lies in the possibility to implement real-time data collection, which is essential for fast decision-making. Businesses can use push notifications and SMS surveys that have a higher response rate because they feature instant, convenient interfaces. This sector-wide trend supports the need for real-time solutions in the current dynamic business environment, as this fosters operational and strategic flexibility.
Net Promoter Score (NPS) has emerged as one of the most important measures of customer loyalty. Their primary application is in determining the levels of satisfaction and willingness to recommend across customers, and this makes them useful to organizations. Incorporating NPS surveys in feedback management offers businesses with the ethical considerations of using survey data.
Organizations can use NPS information on customer perceptions by gaining insights into promoters and detractors. This information is priceless when it comes to designing and implementing approaches for retaining customers, enhancing customer satisfaction, and promoting advocacy. The increased use of NPS surveys cannot therefore be overstressed since they help to advance the field of customer relationship management.
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This table presents a numerical comparison of the survey and feedback management software market growth and trends. For a thorough analysis of the industry’s anticipated growth, the CAGR has been analyzed in semi-annual intervals. This includes a comparison of the historical analysis period of 2023 to 2033 and the forecast period of 2024 to 2034.
| Particular | Value CAGR |
|---|---|
| H1 | 15.7% (2023 to 2033) |
| H2 | 16.6% (2023 to 2033) |
| H1 | 15.9% (2024 to 2034) |
| H2 | 16.8% (2024 to 2034) |
Industry’s expansion accelerated at a CAGR of 15.7% in the first half (H1) of the 2023 and 2033 period and then increased slightly to 16.6% in the second half (H2) of the same period. Throughout the projection period, which runs from H1 2024 to H2 2034, the CAGR is forecasted to initially lower down to 15.9% before finally climbing to 16.8% in the second half.
Integration with Social Media Platforms Rises in the Industry
The incorporation of survey tools into other social networks such as Facebook, Twitter and LinkedIn give businesses an opportunity to access an ocean of unsolicited feedback. This integration makes it easier for organizations to track sentiments and opinions from customers to evaluate brand perception and addressing any customer concerns as they occur.
Online surveys enhance the feedback program by extending it to a wider population as opposed to the face-to-face method. This capability is especially useful in monitoring brand perception, the reputation of the company, and the general trend of consumer behavior which are crucial in perfecting marketing campaigns and enhancing general customer relations.
Industry Witnesses Higher Adoption of Omni-channel Survey Solutions
Since most of the current consumers own a smart mobile device, survey software with multiple access modes (web and offline), multiple devices (smart mobile device), and multiple media (omni channel) is necessary. Survey solutions developed for use on mobile devices complement business needs for capturing the actual feedback that the customer may have at that time, leading to high survey completion rates.
This enables companies to have coordinated cross-platform surveying across web, mobile application, and bulk as well as social media and text message surveys. The significance of these capabilities comes from their potential for improving access, engagement, and functioning and in offering dependable insights that can assist organizations adapt to emerging expectations and patterns.
Integration with CRM and Business Intelligence (BI) Solutions Surges in the Industry
Integration with Customer Relationship Management (CRM) and BI systems is crucial for organizations that aim at gaining a comprehensive approach to customer communication and their feedback. Survey software which synchronises with CRM tools enables organisations to associate survey answers with the specific client profile, adding contextual data.
This integration enables organizations to create individualized conversations with customers, deliver relevant marketing messages and offer services ahead of time based on actual time information. Using integrated data allows businesses to enhance customer interaction and increase conversion/follow-up. This results in an increase in overall revenues based on data analysis and business intelligence provided by analytics and reporting.
Principal Consultant
The demand for survey and feedback management software rose at a 14.1% CAGR between 2019 and 2023. It has been noted that companies have turned their attention to overselling customer experiences as a unique selling proposition. Survey and feedback management tools are designed to assist organizations in adding structure, in terms of collection, analysis, and action to customer feedback over multiple touchpoints. From this emphasis on CX has arisen the need for better survey tools that give real time responses, customer interaction and analytics to boost satisfaction and loyalty.
Regulations like GDPR and CCPA are forcing companies to opt for survey software that possesses strong security measures and is compliant with data privacy norms. Modern survey tools employ encryption algorithms, secure backup and data management, and limitation of access to information about respondents.
This helps to maintain the confidentiality of the respondents’ information and meet legal requirements. Thus, companies reduce the threats related to loss of customer data, ensuring customers trust, and following the best practices of ethical data usage. Businesses thereby contribute to industry growth through the adoption of secure survey solutions.
The future of the industry seems bright, thriving at a 16.3% CAGR till 2034. Given that IoT is on the rise, software providers have the advantage of incorporating IoT gadgets when conducting timely surveys among customers. For example, smart connected home appliances, wearable devices, and smart, connected cars can provide survey capacity for research information.
With IoT, integration with related devices, firms will be able to get contextual feedback in terms of usage of the product. This can further enhance the customer experience through advanced services being offered proactively.
Tier 1 companies include the top leaders in the survey and feedback management software industry, capturing around 58% of the global industry share. Some of the Tier 1 companies include Qualtrics, Medallia, SurveyMonkey Enterprise, Confirmit, and InMoment. These companies invest heavily in advanced analytics, AI-driven insights, and customer support capabilities to cater to large-scale deployments across diverse industries.
Tier 2 companies include SurveyGizmo, QuestionPro, SoGoSurvey, GetFeedback (by SurveyMonkey), and Zoho Survey. These companies occupy around 22% of the global industry share. These companies scale up by broadening their feature set to appeal to larger and more diverse customer bases. They focus on improving usability, integrating with popular business applications, and providing robust support and training services.
Tier 3 companies include Typeform, SurveySparrow, Survicate, Formstack, and JotForm. These companies occupy around 20% of the global industry share. They often start with niche markets or specific industry segments and expand by adding new features, improving scalability, and enhancing user interface design.
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In this section, two industries in the information technology division, namely, enterprise feedback management and customer experience management (CEM) in telecommunication, have been analyzed. The information provided in the tables is indicative of trends and opportunities in these industries.
The macro analysis indicates that customer and employee feedback is becoming increasingly important for businesses across various sectors. The growing popularity of on-demand business models and the rising adoption of omnichannel shopping experiences are boosting growth in these industries.
Enterprise Feedback Management Industry Assessment:
Research indicates that the focus on adapting through customer feedback is rising. Businesses are using enterprise feedback management (EFM) software to derive reports and insights important for successful customer relationship management strategies. The industry is witnessing higher adoption of various channels and innovations and also changing service goals. This is creating opportunities for providers in this industry.
| Attributes | Description |
|---|---|
| Related Market | Enterprise Feedback Management Market |
| CAGR (2024 to 2034) | 18.1% |
| Growth Factor | Rising focus on improving employee experience boosts growth in the industry. |
| Future Opportunities | Launches of innovative solutions with text analytics and real-time speech capabilities. |
| Current Trends | Increasing adoption on the BFSI and manufacturing sectors. |
Customer Experience Management (CEM) in Telecommunication Industry Assessment:
Analysis indicates that the surge in awareness of getting more better customer experiences boosts demand for experience management (XM) software. The increasing regulatory compliance and data privacy concerns pose threat to the industry. Rise in cybercrime and data thefts can limit the industry’s growth. Thus, businesses are heavily investing in research and development to deliver robust solutions and customer experiences.
| Attributes | Description |
|---|---|
| Related Market | Customer Experience Management (CEM) in Telecommunication Market |
| CAGR (2024 to 2034) | 16.2% |
| Growth Factors | Rising investments in research and development fuel growth in the industry. |
| Future Opportunities | Growth of the e-commerce sector. |
| Current Trends | Rising consumer demand for improved customer experiences. |
This section gives insights into the survey and feedback management software market forecast in top countries and the regional growth patterns. Information on regions like North America, Europe, Asia Pacific, and others has been granulated, focusing on the top countries. Australia is expected to be at the forefront, expanding at a 22% CAGR until 2034.
China follows next, expanding at a 19% CAGR until 2034. Lastly, the United States is also on the list, expanding at a 15.3% CAGR until 2034. This data indicates that the Asia Pacific region is likely to make remarkable progress in the coming years.
| Countries | Value CAGR (2024 to 2034) |
|---|---|
| Australia | 22% |
| China | 19% |
| United States | 15.3% |
the demand for survey and feedback management software in Australia will surge at a 22% CAGR until 2034. Workforce analytics and employee engagement remain among the key components of human capital management initiatives undertaken by Australian companies. Surveys are used in establishing employee satisfaction surveys, pulse surveys, and 360-degree feedback to increase workplace performance.
This focus on the optimization of human resources results in a need for improved feedback management systems. Startups and innovation hubs emerging in Australia require digital, flexible, and scalable survey tools. Many of these tools are being used to experiment, get feedback, and test business ideas in the market. Innovative initiatives such as the promotion of entrepreneurship and the funding of technology hubs in areas like Sydney, Melbourne, and Brisbane also enable the industry to thrive.
The demand for survey and feedback management software in China is set to rise at a 19% CAGR until 2034. The FinTech ecosystem of China is peaking due to the increased penetration of smartphones, e-commerce solutions, and social media. This tremendous digital growth requires enhanced survey and feedback solutions capable of engaging customers across various channels and endpoints.
It ultimately helps in offering businesses holistic customer information and engagement tools. The Chinese government has prioritized innovation and smart city development plans, which entail massive investments in digital infrastructure. They involve constant feedback from the public and stakeholders, hence calling for advanced surveying instruments.
Through the government’s policies that encourage the use of technology in the development of cities, there will be a strong demand for feedback management solutions that will enable real-time interaction and data collection.
The demand for survey and feedback management software in the United States is set to amplify at a 15.3% CAGR until 2034. The development of survey software in the United States is stimulated by the trends of using Software-as-a-Service (SaaS) and cloud solutions in the business space.
The use of such platforms is easy, it offers numerous possibilities for growth, versatility, and efficiency for companies of different sizes. It in turn makes it possible to integrate more advanced types of surveys in general. Technological development particularly towards the implementation of cloud technology means that data capture is possible alongside data analysis. Thereby, facilitating timely decision-making and subsequent improvement. This practicality entices businesses and thus boosts adoption in the country.
This section takes a closer look at the survey and feedback management software market segmentation by solution and industry. Based on the solution, the survey and feedback management software segment is leading with 72% of shares captured in 2024. Based on industry, the media and entertainment industry hold the leading shares of 24% in 2024.
| Segment | Survey and Feedback Management Software (Solution) |
|---|---|
| Value Share (2024) | 72% |
In competitive markets, customer feedback is crucial since it may mean a competitive edge if properly managed. Survey and feedback management can provide a better understanding of customer tendencies, and product and service improvement, and increase general satisfaction levels by companies. This aspect of adjusting and improving solutions based on these comments presents businesses with competitive advantages, hence, the increased demand for these solutions.
| Segment | Media and Entertainment (Solution) |
|---|---|
| Value Share (2024) | 24% |
As consumers seek customized experiences, media, and entertainment firms are using surveys to collect extensive information about the viewers. With the help of this feedback, it becomes possible to generate highly personalized content that might be interesting to the individual viewer, and thus, foster brand loyalty. The need for detailed feedback helps to create a demand for complex solutions to feedback management.
The top players in the survey and feedback management software market are well-established software with robust analytical tools and integration capabilities; its leaders include Qualtrics International Inc., SurveyMonkey Incorporated, and Medallia. Some middle-ranking competitors like QuestionPro, Zoho Survey, and SurveyGizmo (formerly Alchemer) offer affordable, versatile, and easy-to-use platforms for businesses.
Smaller players including Typeform, SurveySparrow, and Survicate have focused on specialized areas, and primary features such as engaging survey templates as well as gamification aspects. Current conditions include the transition towards SaaS models, AI integration, and the emphasis on providing accurate real-time data, which create a highly competitive and rapidly changing landscape.
Recent Development
The industry is classified into Survey and Feedback Management Software (Cloud-based ad On-premises) and Services (Professional Services and Managed Services).
The sector is segmented into Website, Email, Voice Assistants, Mobile App, and Others.
The sector is fragmented into Retail, BFSI, Healthcare, Media and Entertainment, Government Sector, and Others.
Analysis of the industry has been conducted in the countries of North America, Latin America, Europe, East Asia, South Asia & Pacific, Middle East & Africa (MEA).
Industry is set to reach USD 16,061.6 million by 2024.
The industry is expected to reach USD 84,471.8 million by 2034.
Industry is set to report a CAGR of 16.3% from 2024 to 2034.
Survey and feedback management software solutions lead the industry, with 72% of industry shares captured in 2024.
The demand in Australia is expected to advance at a CAGR of 22% through 2034.
Technology
November 2023
REP-GB-18139
108 pages
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Survey and Feedback Management Software Market
