SurveyMonkey CX

NPS solution for flexible data collection & analysis

About SurveyMonkey CX

SurveyMonkey CX is an NPS (Net Promoter Score) solution that enables businesses to collect, understand, and act on their customer feedback and get actionable insights. Users can trigger personalized surveys through multiple channels, identify improvement areas using advanced analytics, and close the loop with customers by triggering follow-up actions.

SurveyMonkey CX helps captivate customers throughout the entire user journey. Organizations are able to monitor and optimize customer satisfaction at all relevant interaction points such as purchasing, onboarding, or post service requests to increase retention. All CX surveys are designed to be quick, clean, and branded for the business, and come with easy editing functionality for changing colors, upload logos, customizing the language, and editing questions, all within an easy-to-use interface. Users can upload customer lists and NPS data captured with SurveyMonkey and TechValidate, as well as trigger NPS surveys from Salesforce. Users can also embed CX surveys in marketing campaigns, share survey links, or trigger surveys using SurveyMonkey’s API.

With SurveyMonkey CX, businesses can analyze customer satisfaction with real-time NPS trends and an intuitive dashboard to instantly drill down to spot problem areas. Powerful filtering tools enable users to filter, segment, or cross-tab NPS by date, answer, country, or any other attribute, while sophisticated algorithms auto-categorize any open-ended responses. Geographic NPS maps provide a global view of customer satisfaction, and users can benchmark their NPS using the world's largest NPS benchmark dataset. Additional features include survey scheduling, reminders, data export, and automatic sync with Salesforce.

Key benefits of SurveyMonkey CX

• SurveyMonkey CX supports responsive emails and surveys that look great on every device including iOS, Android, and all modern desktop browsers and email clients.

• Get a global view of your customer satisfaction with automatic response geotagging and interactive NPS maps.

• Powerful filtering tools enable users to instantly filter, segment, or cross-tab NPS by date, answer, country, or any other attribute.

• Identify improvement areas using advanced analytics and easily share insights with your team.

• Create custom follow-up questions to gain deeper insight into your NPS data.

Devices

Business size

S M L

Markets

United States

Supported Languages

English

Images

Collect, understand, and act on your customer feedback with SurveyMonkey CX
Monitor and optimize customer satisfaction at all relevant interaction points - from purchase to onboarding to post service requests and more
Know the impact your NPS is likely to have on your future revenue, and plan campaigns knowing the revenue upside
CX surveys are quick, clean, and branded for your business. Change colors, upload your logo, customize language, and edit questions in a fast and fun interface.
Upload customer lists, and import NPS data captured with SurveyMonkey and TechValidate
Invite colleagues to collaborate and share critical insights with the team
View 7 more
SurveyMonkey CX video
SurveyMonkey CX screenshot: Collect, understand, and act on your customer feedback with SurveyMonkey CX SurveyMonkey CX screenshot: Monitor and optimize customer satisfaction at all relevant interaction points - from purchase to onboarding to post service requests and more SurveyMonkey CX screenshot: Know the impact your NPS is likely to have on your future revenue, and plan campaigns knowing the revenue upside SurveyMonkey CX screenshot: CX surveys are quick, clean, and branded for your business. Change colors, upload your logo, customize language, and edit questions in a fast and fun interface. SurveyMonkey CX screenshot: Upload customer lists, and import NPS data captured with SurveyMonkey and TechValidate SurveyMonkey CX screenshot: Invite colleagues to collaborate and share critical insights with the team

Features

Total features of SurveyMonkey CX: 40

  • 360 Degree Feedback
  • API
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Alerts / Escalation
  • Appointment Scheduling
  • Churn Management
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Customer Engagement
  • Customer Management
  • Customer Segmentation
  • Customizable Branding
  • Dashboard
  • Data Import/Export
  • Email Invitations & Reminders
  • Event Triggered Actions
  • Feedback Management
  • Filtering
  • Geographic Maps
  • Health Score
  • Mailing List Management
  • Multi-Channel Data Collection
  • Negative Feedback Management
  • Onboarding
  • Predictive Analytics
  • Real Time Data
  • Reminders
  • Reporting/Analytics
  • Revenue Management
  • Search/Filter
  • Sentiment Analysis
  • Survey/Poll Management
  • Surveys & Feedback
  • Text Analysis
  • Third Party Integrations
  • Trend Analysis
  • Usage Tracking/Analytics

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Reviews

Overall rating

4,7 /5
(48)
Value for Money
4,5/5
Features
4,3/5
Ease of Use
4,6/5
Customer Support
4,6/5

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Showing 5 reviews of 48
Libby D.
Overall rating
  • Industry: Staffing & Recruiting
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

An Excellent CX Software!

Reviewed on 2019/02/20

My overall experience with Survey Monkey CX has been great from the start. They provide exceptional...

My overall experience with Survey Monkey CX has been great from the start. They provide exceptional customer service and their staff are always keen to listen to any suggestions we have of additions to the software that could help us.

Pros

The customer support you receive with Survey Monkey is excellent. They are always on hand via phone or email to help with any questions or queries you may have. The software itself is easy to use whilst being able to provide great insights into how our own customers rate all areas of our service, which in turn helps us to improve our own service as a business. The new reporting feature also saves us time when we have to create our own CX feature reports by providing us with an NPS score breakdown and also showing us our NPS trends.

Cons

It would be beneficial to have an export or download feature on individual responses as we do a lot of work through the month based on specific replies and this can make the process quite manual for us.

Jeff B.
Overall rating
  • Industry: Financial Services
  • Company size: 51-200 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Survey Monkey CX is a great way to learn about customers needs

Reviewed on 2019/09/03

Overall my experience with them has been positive. Their support team is very good.

Overall my experience with them has been positive. Their support team is very good.

Pros

I like the flexibility it gives to communicate with our customers. Great follow up tools to let your customer know you are actually doing something with their feedback.

Cons

The reporting offered out of Survey Monkey CX is weak. I found myself having to recreate reports because there is not a good way to export them.

Daniel H.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Great Circle

Reviewed on 2019/02/15

It has helped us focus more on our client/stakeholder experience and gives us the ability to survey...

It has helped us focus more on our client/stakeholder experience and gives us the ability to survey more frequently. Their customer service has been exceptional.

Pros

Reporting in real-time and the ability to add other staff to the platform so they can consume the data on their own. I also appreciate the ability to communicate with stakeholders in an easy way.

Cons

For our organization, there is a lot of functionality we wish the platform had. The ability to be an anonymous respondent, creating custom tags, emoji or slider scales, and more features for the automated reports.

David M.
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Survey Monkey CX - Pure Awesomeness!!!

Reviewed on 2019/02/27

Survey Monkey CX has added invaluable insight to our business. We have introduced NPS monitoring...

Survey Monkey CX has added invaluable insight to our business. We have introduced NPS monitoring by using targeted surveys which allows our client to provide valuable and immediate feedback about our services.

This has been invaluable in revealing what we didn't know allowing us to take appropriate action to improve our services and internal procedures and processes.

Pros

I like the overall simplicity of the UX which makes it really easy to follow and use.

It's not easy to keep things simple but still deliver a professional product that is both easy to use and full of features.

Cons

There is a bit of effort required to maintain the contacts and keep this up to date.

Would be good if this can be automated.

Crystal P.
Overall rating
  • Industry: Telecommunications
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The BEST CX Software available!

Reviewed on 2019/03/13

One of the biggest issues at my previous job was not having the resources to be able to get...

One of the biggest issues at my previous job was not having the resources to be able to get information from and about our customers/clients, SurveyMonkey CX solved this issue for me, I love being able to prepare a survey asking exactly what questions I need to be answered. Plus at the end of each survey, you are given the option to sign up for regular surveys and you are rewarded by gift card or you can choose to have your earnings donated to a charity.

Pros

SurveyMonkey CX is one of the best software I have used in a while, it is so simple to use, but what I really like about this software is how easy it makes to get customer feedback, comments, ideas, etc.

Cons

There is not anything really that I disliked about the SurveyMonkey CX software.

Showing 5 reviews of 48 Read all reviews

SurveyMonkey CX FAQs

Below are some frequently asked questions for SurveyMonkey CX.

SurveyMonkey CX offers the following pricing plans:

  • Starting from:
  • Pricing model: Subscription
  • Free Trial: Not Available

SurveyMonkey CX offers plans that fit your business needs. Whether you’re just getting started with a holistic NPS program or have sophisticated needs, SurveyMonkey CX scales with you.

We do not have any information about SurveyMonkey CX features

SurveyMonkey CX has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

SurveyMonkey CX supports the following languages:

English

SurveyMonkey CX supports the following devices:

SurveyMonkey CX integrates with the following applications:

SurveyMonkey

SurveyMonkey CX offers the following support options:

Email/Help Desk, 24/7 (Live rep)

Related categories

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