Simply, I think flexibility in the software tool, and understanding the feedback process are the most important keys to implementing a successful survey.

Below is a link to an article on the feedback process, and two ideas for online feedback tools.

Here is an article on the 9 steps towards an effective survey that might help:
http://www.apqc.org/knowledge-base/documents/nine-steps-towards-effective-surve
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ActiveView 360 is SurveyConnect’s configurable portal to administering your 360 assessments online. By using AV360 the integrity of the data is ensured, the administration process easier and more efficient, and you create a more understood and actionable process. ActiveView 360 can be customized to fit your needs and processes.

ActiveView Express is a survey application that combines the best of our high-touch support in survey design and administration, while allowing end users to monitor real-time progress and generate online, real-time reports.

Best,
Marcie

There are a few 'must-have' elements of a good EFM solution. Most importantly though, is your ability to actually act on the insights you gather.

1) An alerts and/or incident management system to notify those who can fix issues when feedback doesn't meet acceptable criteria. e.g. A customer indicates they are completely unsatisfied with your service/product - then an alert should be triggered to the store manager/call center team lead, etc. Fix the customer, then fix the problem so it doesn't happen to more customers.

2) Role-based heirarchy reporting. Good EFM solutions aren't meant just for one person at corporate, they should be utilized and shared across the organization. A 'bottom-up' approach allows the alerting system to be useful. This lends itself to the next element. . .

3) Dashboards. Bottom level managers need different data than a customer experience professional/analyst. Bottom-level managers need to see the elements that are most critical to them, and what they need to do to fix that. Mindshare Technologies has the top two, but also has what they call "Mindshare Coach" which is a recommendation engine/dashboard that allows managers to see feedback from their units customers (a call center team manager can see what his/her team needs to work on the most) and then recommendation using internal SLA's on how to improve.

Too often EFM solutions miror market research concepts of 'sample size' and producing a single report that analyzes the whole organization. In that model, half the organization could be working on problems that they don't actually have because it's a "one problem for everyone to work on" model. Tie feedback to who's responsible and different managers can work on different area's depending on their weakness.

Source: www.mshare.net

Thanks. Great pointers !

Lots of options listed on GetApp.com. One such is Vana Workforce with its HCM built on trust, transparency and Force.com

Within the integrated global social HCM you will find a very robust and detailed talent management and performance component with Social Collaboration that integrates with the rest of the Core HR, Recruitment and much more.

Here is the GetApp.com listing for Vana HCM http://www.getapp.com/vana-workforce-...