Customer Service Management › Customer Feedback Management

Customer Feedback Management

BC-430.50 Level 2 Cross-Industry 64 providers 121 API surfaces 19 rated strong or better

Surveys, NPS, voice-of-customer programmes.

Customer Feedback Management (BC-430.50) is a level-2 business capability under Customer Service Management in the Cross-Industry model. The catalog holds 121 API surface(s) from 64 provider(s) that can perform some part of it, 19 of them rated strong or better. Reach is the vendor surface that lands on this capability — it is not a claim about what any particular organisation has deployed.

Where this capability definition comes from. This capability is part of a published business-architecture model that API Evangelist did not author. It is redistributed here under CC-BY-4.0. Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities, CC BY 4.0 Changes: Consolidated from 333 per-L1 YAML files into one JSON; English only (upstream i18n/ omitted); descriptions whitespace-normalised. No capability was added, removed, renamed or re-parented. Source repository · NOTICE and third-party framework attributions

Sub-capabilities

Voice of the Customer Programme BC-430.50.10

Structured voice-of-customer programme across touchpoints.

no catalog coverage

Customer Survey Management BC-430.50.20

NPS, CSAT, CES survey design, distribution, and analysis.

no catalog coverage

Closed-Loop Feedback BC-430.50.30

Closed-loop follow-up on detractor feedback and recovery actions.

no catalog coverage

Customer Insight Reporting BC-430.50.40

Reporting of customer insight to product, operations, and leadership.

no catalog coverage

Providers that reach this capability

Ordered by rating band. Reach means a provider publishes an API surface that can perform some part of this capability — it is not a claim that any particular organisation has deployed it.

Exemplar 5 Complete, well-documented, and agent-ready
BirdeyeReviewsSurvey2 APIs77.3Cvent RegistrationSurveys1 API76.9ZendeskSatisfaction RatingsSatisfaction Reasons2 APIs72.2VendastaBusiness Location ReviewsNetPromoterScoreServiceReview RequestsTemplates4 APIs70.8LucidyaCSAT Analytics1 API67.5
Strong 14 Solid coverage with minor gaps
Benchmark EmailSurveySurvey Creation2 APIs65.0WebexAuto CSAT1 API63.8SynupReviews1 API63.2parcelLabSurveys1 API63.0BazaarvoiceReviewsSubmitreview2 APIs62.8AskNicelyIn-App SurveysResponsesStatisticsSurveys4 APIs61.9ReputationReviewsSurveys2 APIs61.8Listings APIReviews1 API60.8Narmisurveys1 API59.9KaseyaSurveyResultsSurveys2 APIs59.6DotdigitalApiSurvey1 API59.4EtsyReview1 API58.1General Services AdministrationCX Collections1 API58.0UsersnapFeedbackSubmit2 APIs54.5
Developing 30 Usable, with meaningful gaps to close
AvitoRatings1 API53.0LocalClarityEndpoints1 API51.8PostHogsurveys1 API51.0TrustpilotConversationsInvitationsReview ManagementReviews4 APIs51.0AndroidReviews1 API49.9QualtricsDistributions1 API49.4PodiumFeedbackReviewReview Invite3 APIs48.2Luma HealthfeedbackResponsesfeedbackResponsesPromoterHistories2 APIs47.9PowerReviewsB2B Write a ReviewReviews2 APIs47.5VelarisSurveys1 API47.4Docupilotuser_satisfaction_survey1 API47.1GleapEngagement Survey1 API46.9DixaRatings1 API46.5CloudKitchensreviews_endpoints1 API45.6RevinateHotelsReviews2 APIs45.0SurvicateRespondentsResponsesSurveys3 APIs45.0YextReviews1 API44.2SiteJabberProduct Review RequestsProduct ReviewsReview RequestsReviews4 APIs43.8GuestReadyreviews1 API43.4LangChainnps1 API43.4Outdoorsyreviews1 API43.4HappyOrNotalert-commentsbutton-feedbacksdemographicsfollow-up-feedbacks9 APIs43.1ChatwootCSAT Survey Page1 API43.0HoliduReviews1 API42.6CRM BonusNps1 API42.0Incentiviosurvey-answer-controller1 API41.9FreshworksSurveys1 API41.8WootricDeclinesEmail SurveysMetricsResponses5 APIs41.5WellnessLivingReviews1 API41.0Stella Connect (Medallia Agent Connect)DataRequests2 APIs39.9
Thin 15 Limited public surface area
FormbricksResponsesSurveys2 APIs38.8LangSmithnps1 API37.9PhorestReviews1 API36.7HospitableReviews1 API35.0FreshchatCSAT1 API34.7Shopper ApprovedReviews1 API34.3REVIEWS.ioCompany ReviewsInvitationsRatings3 APIs34.1Goodayscoreresponsesolicitationstats4 APIs34.0ChameleonMicrosurveysResponses2 APIs32.1FreshdeskSatisfaction Ratings1 API31.8Judge.meReview RequestsReviews2 APIs31.1DelightedAutopilotMetricsPeopleSurvey Responses4 APIs30.1DAS TechnologyAccountReviewStatsV2Survey6 APIs28.9HotjarSurvey ResponsesSurveys2 APIs27.8UserbackFeedbackFeedback Comments2 APIs27.6
This page carries no rating. Capabilities are not rated. A capability is a description of what a business does, not a thing a company publishes, so a Kin Score would have nothing to measure.
The edge table is a Pro feature. This page shows which providers and tags reach Customer Feedback Management. The underlying tag → capability edges — each with the quoted fragment of the provider's own OpenAPI that evidences it, a calibrated confidence score, and the contract-provenance gate it passed — are available through the API, along with company-level capability maps. Only edges at confidence ≥ 0.7 with evidence found verbatim in the source contract are published at all.

See plans →  ·  How the edges are graded →