FeedbackNow

FeedbackNow provides an operational analytics platform focused on capturing real-time customer experience data within physical environments. The firm was established in 2011 and originated in Switzerland. A significant milestone in the company's history was its acquisition by the research and advisory firm Forrester on July 10, 2018. This integration was part of Forrester's strategy to build a real-time CX Cloud. More recently, in September 2024, a consortium of investment firms, including Motivate VC and Uncorrelated Ventures, led a Series A funding round which resulted in the purchasing of the company from Forrester. Following this transaction, former Forrester executive Steve Peltzman was appointed as the CEO. Peltzman's career includes roles as Chief Business Technology Officer at Forrester and CIO at the Museum of Modern Art, reflecting a deep background in technology and business leadership that aligns with FeedbackNow's data-centric approach.

The company's core business revolves around a subscription-based model for its hardware and software-as-a-service (SaaS) platform. It serves a diverse client base across sectors such as healthcare, travel and entertainment, hospitality, and retail. The business model is designed to help these clients optimize labor costs, enhance customer experience, and ultimately increase revenue by providing immediate, actionable insights. By collecting and correlating data on customer satisfaction with operational metrics, FeedbackNow enables businesses to make informed decisions swiftly.

The product offering combines physical data collection devices with a powerful analytics backend. The most recognizable products are the physical 'smiley boxes' and other button-based terminals that allow for instant sentiment feedback. The system also ingests data from a variety of other sensors that can track foot traffic and other environmental factors. This information is fed into a cloud-based platform that offers clients customizable dashboards, real-time alerts via mobile app and SMS, and analytics that identify trends and areas for operational improvement. The platform's capability to integrate data from hundreds of different sensors and correlate it with outcomes like customer satisfaction and spending is a key differentiator.

Keywords: customer experience analytics, operational analytics, real-time feedback, CX platform, physical space analytics, sentiment analysis, customer satisfaction measurement, passenger feedback, patient experience, retail analytics, airport feedback systems, hospital feedback, service optimization, IoT sensors, data collection hardware, SaaS, customer journey mapping, real-time data, business intelligence, labor optimization