SurveyMonkey

SurveyMonkey CX


4.5 / 5
34 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

34 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
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    24/7 (Live Rep)

Vendor Details

  • SurveyMonkey
  • 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 to increase response rates. Identify improvement areas using advanced analytics - from key driver analysis to industry benchmarks. Take action faster by quickly closing the loop with customers. Easily share insights with your team using custom reports, data exporting, and integrations.


SurveyMonkey CX Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content
  • 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

An Excellent CX Software!

Feb 20, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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.

Overall: 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.

Survey Monkey CX - Pure Awesomeness!!!

Feb 27, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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.

Overall: 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.

The BEST CX Software available!

Mar 13, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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.

Overall: 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.

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
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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.

Survey Monkey CX Review

Feb 20, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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Pros: Technology systems including the key drivers is amazing. Easy to build and create the surveys. Customer service has been top notch (yay) Visually the software is beautiful, great design. Ability to sort and arrange data is easy (once set up)

Cons: Lack of customization for specific needs, this software is definitely built for a "specific" client. My needs are different and I have had to accept that some of my desires for the software will not happen. The actual sending interface of the survey is TERRIBLE, it is incredibly confusing if a survey sent, which ones sent and when. I wish it interfaced more with others systems instead of being self contained. For example, if there is a bad response, I want to be able to export that survey and email it to someone, looping them into the chain. Instead it has to ALL be in survey monkey. In my world, the person that sends the survey is not the person that should be doing the followup.

Overall: Very positive from a customer service standpoint. They understand the software very well, are quick to respond, and offer assistance. Very pleased, just wish there were more customization options.

Great asset to our CX programme

Feb 22, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
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Pros: The reporting capability is very flexible and the data visualisation is also a great help in 'telling the story' to the CX Stakeholders.

Once the 'logic' was understood, it has proven quite easy to work with.

The 'Close the Loop' function has been a great asset- although being able to also assign/share 'cases' to non-User stakeholders would be a nice feature.

Cons: Would like to be able to organise the Survey's by Business Unit (folders?) and align User rights accordingly. Having access to a longer Customer Support window would be useful- we're 1 hour ahead of Eastern and the Help Facility doesn't usually start until later morning..........in the early days that was a little frustrating on occasion, although a response followed fairly quickly once they came on line.

Overall: Survey Monkey CX was purchased to provide a VoC capability to a diverse range of businesses and provide a Close the Loop solution-and has delivered very nicely on those objectives. It's still early days for us in using the tool but the early insights have been invaluable and the presentation, functionality and granular reporting has been extremely well received.

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
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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.

SurveyMonkey is great!

Feb 20, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: I like the tagging feature. This is really helpful at the end of the month when we come to look more closely at the key drivers in reporting. Rep. is also really helpful, whenever we have a problem she is there to help us out.

Cons: SurveyMonkey is quite manual for us, as with each response we have to copy and paste into a PDF. It would be good if we could just download the response and it would automatically save as a PDF.

Overall: The service for SurveyMonkey is always amazing!

SurveyMonkeyCX is a game changer in the age of CX

Feb 20, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: SurveyMonkey was an excellent tool for man years, and has taken big leaps forward with the introduction of CX. Not only that, as it gets better and more fully featured, the use by a customer gets easier and we have alot more access to direct customer feedback than ever before.

Cons: Nothing - it is a fantastic tool and one that we intend on expanding its use of.

Overall: Access to global customer feedback on a wide range of post purchase issues has become markedly easier than ever before. The process is so much more efficient, streamlined and robust - and supported by clever automation - that it provides us a substantial amount more of market feedback.

An engaging CX platform that deliverr value for money

Feb 22, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
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Pros: Easy set up of the survey and the dashboard is an excellent tool for analysis and reporting. Creating reports is quick and easy.

Cons: Selecting filters for reports is lengthy, especially if you have a lot of attributes to select.

There is no control over the sending of the survey in the platform (i.e. exclusions or rules of engagement).

You cannot manipulate all parts of the dashboard

Great to improve business AND cx!

Feb 20, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Survey Monkey CX has had a huge impact on our company. Being able to see customer data and feedback has allowed us to make product improvements that increased sales and gave our customers an overall better customer experience.

Cons: Some features like reporting, types of questions, etc. are rigid which makes customization and disseminating data tricky sometimes.

Capterra loader

Great survey tool with powerful analysis and workflow

Feb 13, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The simplicity and user-friendliness. Both when working as an administrator and contributor.

Also, the feature of assigning tasks is great to ensure action is taken and notify the contact responsible.

Cons: Using a standard tool, makes things easy - but also very 'standard'. There is very little room for changing the setup. Also when only making an annual survey - custom filters can present difficulties if customer detail (like responsible KAM) shift between two surveys. Then custom filters have to be cleaned for each survey - which means loosing insights in previous surveys.

Overall: Overall, I'm very satisfied with the software and what it makes us capable of. Also, they have superior customer service - always proactive and doing their best to 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
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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
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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.

Price/Value: Best CX Option on the Market

Feb 28, 2019
5/5
Overall

4 / 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: - Price/Value

- Feature Rich (especially at this price)

- Easy to Use

- Automated Visual Results

- Terrific Support Team

Cons: While it is "feature rich" as noted above, there are a few seemingly small features missing that would really take this to the next level. It's also completely tied to NPS (Net Promoter Score) while options like NSS (Net Sentiment Score) might be more valuable. The black and white nature of NPS only is a bit restrictive.

Overall: I've been a customer of SurveyMonkey CX for over five years spanning two companies and it has continually streamlined customer feedback. Centered on NPS, it provides effective snapshots as well as trends to indicate actions needed. I've use this to learn where the gaps are in our customer experience and to show where that experience has improved (or failed to improve) for a number of different audiences.

Customer Feedback

Feb 27, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Ease of use. The software now gives us the ability to do a more deeper dive on specific areas.

Cons: Initially no analysis, this has now been rectified.

Overall: Very positive, support is always there from the provider when we need it. Nothing is too much trouble. Great 'over the phone' training of the components of the survey and the reporting suite available to us.

CX Review

Feb 27, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is easy to use and great for a small financial institution.

Cons: Getting a question answered can take too much time as there is no one to call and emails to the support team are not answered for hours or the next day.

Overall: I would like it if the customers names were only available to certain user levels.

Nice Tool!

Feb 21, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to capture and analyze NPS as well as key drivers

Cons: The salesforce integration side is a work in progress.

The Civic of CX software

Feb 25, 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: Incredibly intuitive with a very responsive customer service team. A great platform to start your CX survey initiative on.

Cons: Functionality may not be as robust as some of the large CX software companies.

Overall: A very positive experience with the tool and support team.

Determining your company's NPS with SurveyMonkey CX is easy

Feb 27, 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: 9.0/10 Not
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Pros: Ease of developing your survey and the reporting tools in the platform.

Cons: Had to justify the cost to leadership, so the price tag was a deterrent that I had to overcome.

Overall: The platform and the customer service have been top-notch. The dashboard provides a great snapshot of your NPS across all lines of business. Very easy to reply to your customers straight from the platform, so you can engage immediately and thank them for providing comments to help your business to become more customer focused.

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
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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.

Central Location for NPS Data

Feb 26, 2019
4/5
Overall

3 / 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: Being able to gather all NPS data across our organization in to one NPS score overall and being able to break the score down between our organizations segments.

Cons: The software was limited to the number and type of follow-up questions you could ask after collecting the NPS score .

Overall: SurveyMonkey CX is a pretty straightforward platform for collecting NPS data globally. The customer service is outstanding with all of my inquiries being addressed same day or the next. The on-board training could have been better. Training on how to most effectively compare NPS data over a period of time from our respondents would have been a plus (i.e. poll respondents, what is the best time to re-poll, in 6 months, 1 year, etc. and how this might look in the platform) and also how best to use the default filters and custom filters based on our needs.

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.

Excellent Product

Feb 21, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Real time results that are presented in a succinct easy to understand report/ dashboard

Cons: No major complaints, perhaps we could use more help with automating reports and distribution to sales team members to respond appropriately to customer feedback.

Overall: This software has allowed us to quickly capture our customer's experience in a quick and easy way without feeling like we're over-surveying our valued customers. We're able to get feedback fast and can quickly react to improve their experience while also taking action towards improving things that truly matter to the customer.

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.

Survey Monkey Experience

Feb 26, 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: Easy to administer and easy to use.

Gives you only the information you need.

Cons: Would have liked the minimum of questions to increase.

I wish the custom attribute I selected (Unit #) appeared on the customer list. It only appears within the survey response.

Overall: It gave us a means of manahing our customer satisfaction levels throughout the project.

After Year One things couldn't be better

Mar 01, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Very easy to on-board! I was able to get my organization up and running with little effort, and the learnings are available in real-time.

Cons: Some functionality limitations, but was able to address with different survey monkey products.

Overall: Great Value for the money! Fits more than a basic need, but removes unnecessary complexity of larger tools.

SurveyMonkey CX

Feb 14, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
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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.

Too Simplistic

Mar 12, 2019
3/5
Overall

4 / 5
Ease of Use

2 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: While other software programs have evolved, it seems this one stays too simple.

Cons: It does not allow you to go deep; if you want simplistic with minimal features, this is it.