SurveyMonkey CX

SurveyMonkey CX


4.5 / 5
13 reviews

Who Uses This Software?

Small to mid-sized businesses that either currently don't have a solution for measuring customer satisfaction or are looking for a purpose-built solution with value added features and a holistic view


Average Ratings

13 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    24/7 (Live Rep)

Vendor Details

  • SurveyMonkey CX
  • cx.surveymonkey.com/
  • United States

About SurveyMonkey CX

SurveyMonkey CX is a turn-key NPS solution with powerful features designed to collect, understand, and act on your customer feedback. Trigger personalized surveys through multiple channels that reach customers when they are most receptive. Identify improvement areas using advanced analytics - from key driver analysis to industry benchmarks. Easily share insights with your team, and close the loop with your customers by triggering follow-up actions.Get a demo today!


SurveyMonkey CX Features

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management
  • Account Alerts
  • Account Management
  • Communication Management
  • Customer Engagement
  • Customer Lifecycle Management
  • Health Score
  • Onboarding
  • Revenue Management
  • Usage Tracking / Analytics
  • Win / Loss Analysis

SurveyMonkey CX Reviews Recently Reviewed!


Capterra loader

Outstanding NPS Platform

Feb 13, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I have been using the software since early days and have watched the functionality develop over time. My relationship with the sales and support team has allowed me to provide direct feedback that has led to functional enhancements that suit my needs.

Cons: To date you cannot change the granularity of the 'frequency touch rule', meaning you can ensure customers are only sent surveys 1, 2... 12 monthly, but cannot set it to days or weeks.

Overall: NPS is used mainly to give our customers a voice to drive business improvement. We have used the data for some larger projects and to quantify the need for cultural changes with our staff.

Capterra loader

Very good softward to start your VOC Program and Excellent Support team!

Feb 14, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The fact that the support team was always ready to help and they actually listen to my comment and feedback to integrate new features a couple of month later.

Cons: Rigidity of the software, lack of customization. If you want to do some changes, you need to wait the major updage and cross your finger they will include your recommendation. I would like a little bit more flexibility to do some changes.

Overall: The overall experience is great, the software is intuitive and userfriendly, it was easy to get other people in my company to use it. The support is also very good when you need help.

Capterra loader

Game Changer

Feb 14, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease-of-use, automation (triggers), customized notifications, reporting, collaboration, customer conversations, and much more. The most important piece is the invaluable data we have received.

Cons: Not designed for one-off survey deployment. No easy way to manually change a customers information. Heavily relies on API integration for automation.

Overall: Such a refreshing paradigm shift. Coming from a world of bloated surveys with the mentality of you need to ask every question 15 times in different ways accounting for everything, to a simple 10 question max survey is a lot to wrap your head around. However, in the short time we have used the system, we have received more invaluable data using the techniques and approach of SurveyMonkey CX than we ever did using any other system. It's completely changing/shaping our entire business approach.

Capterra loader

Great NPS Tool

Feb 13, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: CX is very easy to use. Their new reporting feature makes it a breeze to see YOY or multiple survey data in one dashboard.

Using the CX tool is an easy, affordable, and efficient way for us to measure our NPS.

Cons: I don't have a ton of cons to report on. There are a few very minor bugs here and there but that goes hand in hand with software SaaS companies that are always trying to improve.

Overall: We've used a few different tools to measure NPS. CX gives us the ability to drill down into the key factors of why we may be scoring the way we are. It also shows us the correlation of those key factors with our score.

Survey Monkey CX

Feb 14, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We love the ease of use, dashboard, and metrics about this software.

Cons: We would like a little more flexibility in being able to add customized options to the surveys. It is limiting once you get to a certain point with the Q/As.

Overall: Overall, we have really enjoyed using this software and have really embraced it as an entire organization. We have weekly/monthly reviews with our Leadership team to ensure we are taking actions on the results.

Great Circle

Feb 15, 2019
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Overall: 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.

SurveyMonkey CX review

Feb 13, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intuitive UI/UX

Easy to set up

Easy to collect reviews

Helpful customer support

Cons: Some customization options are still limited

Capterra loader

Using CX to Increase Customer Feedback

Feb 14, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the NPS and Key Drivers. I feel that these two components can really help our organization improve not only our product but our services. This really helps us have a better understand on where we should focus. Were still learning some tips and tricks and can see that CX will help us get to where we need.

Cons: There are some features I feel CX lacks such as not being up to resend reminders to those who haven't respond yourself as it has to be done through the backend. As well as not being able to export reports to PDF and only to CSV. However, in regards to my first con, I have to admit that our CSM is quick and will get it done for us as soon as requested. Their team is amazing.

Overall: Overall I highly recommend CX. Not only do you receive a great product but also a great team to help you along the way.

Capterra loader

SurveyMonkey Review

Feb 12, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the ease of SurveyMonkey. It is easy to use and read and it gets us the results that we are looking for.

Cons: There are no cons that I can think of for SurveyMonkey CX.

Great experience with SurveyMonkey CX!

Feb 18, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: SurveyMonkey is a user-friendly, industry leading, platform for tracking and trending customer satisfaction with robust analytics and filtering capabilities. SurveyMonkey customer service, for me as a user, is excellent and always very helpful.

Cons: Inability to provide access to data based on organizational hierarchy.

Survey Monkey CX Review

Feb 15, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Everything, overall, went great. The software is easy to use and there is great support if you need it. The system flows the way you would expect.

Cons: Exporting reports does not work very well. You can export as Excel but would be better if the reporting could come out more like it is presented in system so you do not have to recreate things. I know my contact said this is something they are working on.

Overall: Working with my Customer Success Manager, has been great. They helped me work through first surveys to make sure we got the information from our clients that we were looking to get.

SurveyMonkey

Feb 14, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We have been using the prior version of Survey Monkey for years and we are just getting started with CX. The ability to put the first question in the email is a big improvement and many of the analytics are much improved.

Cons: We are new to it, so just finding the best ways to use it currently and some of the limitations due to our prior use of the prior version.

Overall: The customer service has been excellent.

SurveyMonkey CX

Feb 14, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Software was easy to use and easily customizable. The team was responsive and helpful and quick to show me easy ways to optimize the software for the projects I was working on.

Cons: I am not facile with reporting systems so it was a little more challenging for me to figure out how to create the reports I needed.