SurveyMonkey - Detailed Review
Customer Service Tools
SurveyMonkey - Product Overview
Overview
SurveyMonkey is a leading platform in the customer service tools and market research sector, particularly notable for its AI-driven features. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
SurveyMonkey is designed to help organizations create, distribute, and analyze surveys to gather valuable insights from their target audiences. It enables users to collect data, measure customer satisfaction, track market trends, and make informed decisions based on the feedback received.Target Audience
SurveyMonkey caters to a wide range of users, including businesses, marketers, researchers, educators, and anyone looking to gather feedback or conduct market research. Its tools are versatile enough to be used by small businesses, large enterprises, and even individuals seeking to collect data for various purposes.Key Features
Survey Creation and Distribution
SurveyMonkey allows users to create surveys from scratch or use pre-built templates. With the help of AI-powered tools like SurveyMonkey Genius, users can generate high-quality surveys quickly, including recommendations for question types and balanced answer choices to eliminate bias.Targeting and Audience Management
The platform offers advanced targeting options through SurveyMonkey Audience, which allows users to select specific demographics such as gender, age, and region. Users can also add custom screening questions to ensure they reach the most relevant audience for their surveys.Integration and Automation
SurveyMonkey integrates with over 100 apps and plugins, including MailChimp, HubSpot, Zoom, Google Drive, Microsoft Teams, and Constant Contact. This enables users to automate workflows and connect their surveys to various tools they already use.AI-Powered Insights
SurveyMonkey Genius uses AI and machine learning to analyze survey data, detect issues in survey structure, and provide sentiment analysis on open-ended responses. It also helps in identifying statistically significant trends and ensuring high-quality responses by filtering out flawed data.Real-Time Analysis and Reporting
The platform offers real-time reporting capabilities, allowing users to view results graphically and analyze data using tools such as custom reporting, filtering, and cross-tabulation. This helps in making quick, actionable decisions based on the insights gathered.Enterprise Features
For larger organizations, SurveyMonkey Enterprise provides additional features like IT administration, Single Sign-On (SSO), user controls and permissions, and HIPAA compliance, ensuring the platform meets the security and administrative needs of enterprises.Conclusion
Overall, SurveyMonkey is a comprehensive tool that simplifies the process of creating, distributing, and analyzing surveys, making it an invaluable resource for anyone seeking to gather and act on feedback. SurveyMonkey - User Interface and Experience
User Interface Overview
The user interface of SurveyMonkey is crafted to be highly intuitive and user-friendly, making it accessible to users of all experience levels.Modernized Interface
SurveyMonkey has recently undergone a significant redesign, focusing on creating a sleeker and more spacious interface. This new design aims to feel fast and streamlined, with a lot of clutter removed to simplify the layout. The header and other design elements have been slimmed down, giving the platform a lighter and more streamlined feel.Ease of Use
The platform is incredibly easy to use, thanks to its intuitive layout and straightforward design. Users can easily create surveys using a drag-and-drop interface, which is particularly helpful for beginners. The interface provides helpful tips and suggestions to guide new users through the process. Even advanced features, such as complex logic, are made manageable, although they might require a bit more effort to fully utilize.Streamlined Survey Taking
For respondents, the survey-taking experience has been significantly improved. Surveys now load quickly, and the next question automatically slides up after an answer is selected, eliminating the need for scrolling. This makes the process faster and easier, especially on mobile devices.Customization and Features
SurveyMonkey offers extensive customization options. Users can choose from over 400 templates, customize layouts, colors, backgrounds, and question types. The platform includes a wide range of question types, such as multiple choice, Likert scale, and open-ended questions. Additionally, features like logic branching and skip logic are available to create more sophisticated surveys.Integration and Collaboration
The platform integrates seamlessly with various business apps, including Salesforce, Marketo, and Tableau, allowing surveys to be part of every workflow. It also includes features designed to facilitate collaboration, making it easier for teams to work together on surveys and analyze the results.Data Analysis
SurveyMonkey provides powerful data analysis tools, including real-time response tracking, visualizing options, and filtering. The platform offers sentiment analysis, which summarizes user feelings without the need to manually go through thousands of responses. Responses can be filtered by keywords and demographics, and the results are presented in easy-to-understand graphs and charts.Mobile Accessibility
Users can access SurveyMonkey through mobile devices, allowing flexible survey creation and management on the go. This ensures that surveys can be created, distributed, and analyzed from anywhere, enhancing overall convenience and efficiency.Conclusion
In summary, SurveyMonkey’s user interface is designed to be intuitive, streamlined, and highly customizable, making it an excellent tool for creating and analyzing surveys with minimal effort and maximum engagement. SurveyMonkey - Key Features and Functionality
SurveyMonkey Overview
SurveyMonkey, a leading platform for online surveys and forms, incorporates several key features and AI-driven functionalities that enhance user experience, efficiency, and data analysis. Here are the main features and how they work:
Survey Creation and AI-Driven Surveys
Build with AI
Build with AI: This feature, powered by GPT-3 and 20 years of SurveyMonkey data, allows users to create surveys by simply describing the desired survey or feedback goal. Users can generate surveys in as little as 30 seconds, review, edit, and send them out. This speeds up the survey creation process significantly and ensures methodologically sound surveys.
Survey Customization and Logic
Branching/Skip Logic
Branching/Skip Logic: This feature enables the creation of more intelligent surveys based on respondents’ actions and answers. It allows questions to be skipped or branched out based on previous responses, making the survey more relevant and engaging for respondents.
Multimedia and Multilingual Support
Multimedia Support
Multimedia Support: Users can embed videos, photos, or other rich media into their surveys, enhancing the engagement and clarity of the questions.
Multilingual Surveys
Multilingual Surveys: Surveys can be created in different languages, facilitating global feedback collection and advanced survey translation.
AI-Driven Analysis
Sentiment Analysis
Sentiment Analysis: This feature automatically classifies text responses to display an aggregate view of respondent sentiment. It helps in quickly identifying the overall sentiment of the feedback received.
Word Cloud
Word Cloud: Upgraded to help customers visualize the most common words and phrases in text responses without manual coding or tagging data, this feature simplifies the process of drawing insights from open-ended questions.
AI in Survey Optimization and Segmentation
Survey Optimization
Survey Optimization: AI agents analyze past survey performance and engagement metrics to suggest improvements in question order, wording, and survey length. This makes the survey creation process more data-driven and efficient.
Respondent Segmentation
Respondent Segmentation: AI agents can segment the survey audience based on demographic and behavioral data, allowing for more targeted survey distribution and personalized follow-ups. This can increase response rates and data quality.
Feedback Management and Reporting
Custom Reports and Dashboards
Custom Reports and Dashboards: Users can build customized reports and dashboards, which is highly rated by users. This feature allows for easy organization and presentation of survey data.
BI Tools Integration
BI Tools Integration: SurveyMonkey integrates with tools like Microsoft Power BI and Tableau, enabling users to connect survey response data for in-depth analysis and visualization.
Enterprise Features
Single Sign-On (SSO)
Single Sign-On (SSO): Allows team members to log in using corporate login credentials, simplifying access and security.
Team Activity and Account Control
Team Activity and Account Control: Features like team activity logs and account control help in managing and securing the organization’s SurveyMonkey accounts.
Library and Division Libraries
Library and Division Libraries: Shared assets and division libraries enable teams to access and use common survey templates, images, documents, and questions, streamlining the survey creation process.
Notifications and Mobile Accessibility
Notifications
Notifications: Users receive notifications when a completed form is received, keeping them updated in real-time.
Mobile Forms
Mobile Forms: Surveys can be built, distributed, and accessed from mobile devices, ensuring flexibility and convenience.
Data Exporting and Integration
Data Exporting
Data Exporting: Users can export survey data for further analysis in other tools. This feature is crucial for integrating survey data with other business systems.
Integrations
Integrations: SurveyMonkey integrates with various platforms like Salesforce, Marketo, and more, allowing for automated workflows and seamless data synchronization.
These features, especially those driven by AI, significantly enhance the efficiency, accuracy, and insights derived from surveys, making SurveyMonkey a powerful tool for feedback collection and analysis.
SurveyMonkey - Performance and Accuracy
Performance
SurveyMonkey’s customer service strategy is highly regarded, particularly for its focus on treating customers as human beings rather than just tickets. This approach, emphasized by Dan Henig, Vice President of Customer Operations, involves training staff in emotional intelligence to handle customer interactions effectively. The company leverages a variety of tools to enhance customer service. For instance, SurveyMonkey CX, their Net Promoter Score (NPS) solution, helps collect, understand, and act on customer feedback. They also use Salesforce integration to trigger customer satisfaction surveys after each interaction. These tools enable the support team to evaluate both high and low scores, identifying areas for improvement and ensuring excellence in customer service.Accuracy and Data-Driven Approach
SurveyMonkey is highly data-driven, using various metrics to evaluate success. For customer service, they focus on efficiency and quality metrics, such as Service-level Agreements (SLAs) and NPS. The use of SurveyMonkey Engage helps measure employee engagement and motivation, ensuring that the support team is well-equipped to handle customer needs. The AI-powered SurveyMonkey Genius is a significant tool in enhancing survey accuracy and effectiveness. It helps create better surveys by recommending question types, autofilling balanced answer choices, and detecting issues with survey structure. Features like Sentiment Analysis and Response Quality ensure that the data collected is accurate and reliable, filtering out flawed responses and providing digestible insights from open-ended questions.Benchmarks and Comparisons
SurveyMonkey offers benchmarks that allow users to compare their survey results against global averages and industry-specific data. This helps in targeting improvements and keeping customers loyal by understanding how their results stack up against competitors.Limitations and Areas for Improvement
While SurveyMonkey’s tools are highly effective, there are some limitations:Language Restrictions
Certain features like Question Type Prediction and Answer Genius are only available in selected languages, with Answer Genius limited to English. Similarly, benchmark data is available for select questions in English only.Plan Restrictions
Some advanced features such as Sentiment Analysis and Response Quality are only available in Premier plans and above, which might limit access for users on lower-tier plans.Survey Design
While SurveyMonkey Genius helps in creating high-quality surveys, users still need to ensure they ask relevant and unbiased questions. The platform provides guidelines on best practices, such as keeping surveys short and sending them at the right time, but user adherence to these practices can vary.Engagement
SurveyMonkey’s tools are designed to enhance engagement both with customers and within the support team. The rewards and recognition program, along with continuous communication on how their work matters, helps keep employees motivated and engaged. For customers, the platform ensures feedback is collected and acted upon, which can significantly improve their experience. Features like integrating survey data with other apps and sharing feedback with product teams help bring visibility to customer challenges and ensure that their voices are heard. In summary, SurveyMonkey’s performance and accuracy in the customer service tools and AI-driven product category are strong, thanks to its data-driven approach, emotional intelligence training, and AI-powered tools. However, there are some limitations related to language and plan restrictions that users should be aware of. SurveyMonkey - Pricing and Plans
SurveyMonkey Pricing Plans
SurveyMonkey offers a diverse range of pricing plans to cater to various needs, from individual users to large enterprises. Here’s a detailed outline of their pricing structure and the features included in each plan:
Free Plan
- Cost: Free
- Features:
- Unlimited surveys with up to 10 questions per survey
- Up to 40 responses per survey
- Basic survey templates and analytics
- Limited to personal use or simple surveys.
Individual Plans
Standard Monthly Plan
- Cost: $39 per month
- Features:
- Unlimited surveys and questions
- Up to 1000 responses per month
- Data export to CSV, PDF, PPT, and XLS
- Basic reporting tools and customization options
- 24/7 customer support via email
- Skip logic but no advanced features like branding or multilingual surveys.
Advantage Annual Plan
- Cost: $32 per month (billed annually)
- Features:
- All Standard Plan features
- Data export options
- Advanced skip logic and question randomization
- Custom logo, colors, and survey URL
- Multilingual surveys
- File upload for respondents
- 24/7 prioritized email support
- Up to 15,000 responses per year.
Premier Annual Plan
- Cost: $99 per month (billed annually)
- Features:
- All Advantage Plan features
- Unlimited survey responses
- Advanced analytics and text analysis
- A/B testing tools
- Response quality checks using Machine Learning
- Crosstabs and filter/comparison rules
- Additional customer support via phone
- Up to 40,000 responses per year.
Team Plans
Team Advantage Plan
- Cost: $25 per user per month (billed annually, minimum of 3 users)
- Features:
- Collaborative surveys with shared data and results
- Centralized account management for teams
- Response alerts and shared library for images, documents, themes, and templates
- Integrations with apps like Office 365, Google Drive, and Slack
- Up to 50,000 responses per year
- Includes features from the individual Advantage Plan.
Team Premier Plan
- Cost: $75 per user per month (billed annually, minimum of 3 users)
- Features:
- All Team Advantage Plan features
- Advanced team collaboration tools and a multi-user dashboard for insights
- Advanced survey logic, block randomization, and custom variables
- Includes features from the individual Premier Plan.
Enterprise Plan
- Cost: Custom pricing based on specific needs
- Features:
- Unlimited surveys and responses
- Enterprise-grade security and compliance (including HIPAA compliance)
- Single sign-on (SSO) and an admin dashboard
- Unlimited API access
- Dedicated customer success manager and priority support
- All features from the Team Premier Plan.
Additional Costs
If you exceed the response limits on your plan, you will be charged $0.05 per additional response. This applies to all paid plans.
SurveyMonkey’s pricing structure is designed to be flexible, catering to a wide range of users from individuals conducting simple surveys to large enterprises requiring advanced features and security. Each plan is tailored to meet specific needs, ensuring that users can choose the plan that best aligns with their survey goals and budget.
SurveyMonkey - Integration and Compatibility
SurveyMonkey Integrations
SurveyMonkey offers a wide range of integrations that make it highly compatible and versatile across various platforms and tools, particularly in the context of customer service and data analysis.
Data Visualization and Analytics
SurveyMonkey integrates seamlessly with data visualization tools like Tableau and Microsoft Power BI. With Tableau, you can add survey responses to interactive dashboards, filter responses before export, and set up automatic syncs to update your dashboards with new responses.
Microsoft Power BI allows you to pull in survey data, create visually appealing reports, and combine survey responses with existing data in Power BI for better contextualization.
CRM and Customer Relationship Management
The integration with Salesforce is particularly useful for customer service. You can automate workflows to trigger surveys and push the survey data back into Salesforce records for in-context analysis. This helps in better measuring and reacting to customer interactions, improving business relationships.
Microsoft Ecosystem
SurveyMonkey is well-integrated with the Microsoft ecosystem, including Microsoft Teams, Power Automate, and Power BI. You can gather feedback, share results, and set up notifications directly within Teams. This integration also allows you to automate workflows using Power Automate and access SurveyMonkey through Office 365 Single Sign-On (SSO).
Automation and Productivity
SurveyMonkey can be connected with over 100 apps and plug-ins, including those for automation, collaboration, and productivity. Tools like Zapier enable you to automate workflows and push survey data into various applications, enhancing your overall productivity.
Custom Integrations
For more specific needs, SurveyMonkey provides open APIs that allow you to build custom data integrations. This flexibility ensures that you can integrate survey data with any app or system that is part of your workflow.
Cross-Platform Compatibility
SurveyMonkey’s integrations are not limited to specific devices or platforms. You can access and use SurveyMonkey across different devices, whether it’s through web applications, mobile apps, or integrated within other business tools like Teams or Salesforce.
Conclusion
In summary, SurveyMonkey’s extensive integration capabilities make it a highly versatile tool that can be seamlessly integrated into various business workflows, enhancing data analysis, customer service, and overall productivity.
SurveyMonkey - Customer Support and Resources
Customer Support Options
SurveyMonkey offers a variety of customer support options and additional resources to help users effectively utilize their platform.Phone Support
For users with Premier or Enterprise pricing plans, SurveyMonkey provides phone support. You can reach them at (650) 543-8400, and their phone support is available from Monday to Friday, 3am-8pm Eastern Time. This service is not included in all plans, so you need to check your specific plan details to see if it is available to you.Email Support
SurveyMonkey offers 24/7 English email support for all customers, even on holidays. For non-English support, the hours are limited. You can contact them via email. The response time varies depending on your pricing plan, with Premier and Advantage plans receiving priority.Help Center
The SurveyMonkey Help Center is a comprehensive resource available to all users. Here, you can browse or search for articles related to common issues and topics. Each article page includes a link to contact support if the provided information does not resolve your issue.Help Bot
The Help Bot is another support channel available to all users, including those on the free plan. It provides quick and easy assistance with basic questions, offering immediate help without human interaction.Facebook Support
While not real-time, you can send messages to SurveyMonkey through their Facebook page. They will respond as soon as possible, though this method is not as immediate as other support channels.AI-Driven Resources
SurveyMonkey has integrated AI into their platform, particularly with the “Build with AI” feature. This feature, powered by OpenAI’s GPT-3 and over 20 years of SurveyMonkey data, allows users to create surveys quickly by simply describing the survey or desired feedback goal. The AI helps in survey design, data analysis, and even suggests follow-up questions based on initial responses. It also supports over 50 languages and provides higher-quality insights with easy-to-understand questions.Additional Features and Tools
SurveyMonkey also offers various templates and AI-driven tools to help users create and analyze surveys efficiently. These tools include features like MaxDiff Analysis for capturing best-to-worst rankings and integrated panels of respondents to help gather authentic feedback from diverse audiences. By utilizing these support options and resources, users can effectively create, distribute, and analyze surveys, ensuring they get the insights they need to make informed decisions. SurveyMonkey - Pros and Cons
Advantages of SurveyMonkey
Ease of Use
One of the standout features of SurveyMonkey is its user-friendly interface. Even individuals with limited technical knowledge can quickly and easily create and distribute surveys.
AI-Driven Features
SurveyMonkey integrates AI extensively, particularly with its “Build with AI” feature, powered by OpenAI’s GPT-3 and over 20 years of SurveyMonkey data. This allows users to create surveys by simply describing the desired feedback or goal, generating surveys in as little as 30 seconds. The AI also helps in analyzing the collected data and generating follow-up questions.
Data Reporting Tools
The platform offers a wide variety of data reporting tools, including interactive charts and graphs, customizable dashboards, data filters, real-time results, downloadable reports, and API access. These tools are highly useful for presenting findings in an easily digestible format and making data-driven decisions.
Versatile Use Cases
SurveyMonkey is not limited to surveys; it can also be used to create polls and quizzes, which helps in engaging the audience and collecting information simultaneously.
Professional Templates
The platform provides numerous professionally built and designed survey templates, which are diverse and helpful for various types of surveys, such as market surveys, product-quality feedback, and more.
Data Analysis
SurveyMonkey excels in data analysis, compiling all the acquired information into a single database and offering an arsenal of tools to analyze the data, including pie charts and other visual aids.
Disadvantages of SurveyMonkey
Limited Free Plan
The free plan of SurveyMonkey is very limited, allowing only 10 questions per survey, and the surveys are branded by SurveyMonkey. It lacks access to advanced features like AI-assisted data collection and analysis, making it less useful for professional settings.
Customization Limitations
While SurveyMonkey offers many features, it lacks some customization options. Users cannot use custom color schemes and fonts, which can be a letdown for those who want to personalize their surveys extensively.
Cluttered Dashboard
Although the dashboard is well-organized once you get used to it, it can initially feel cluttered and overwhelming, especially for new users.
Cost
For business use, SurveyMonkey can be expensive, especially since a monthly subscription requires a minimum of three users at $25 per user. This cost can add up quickly, making it less valuable if surveys are not implemented regularly.
Depth of Knowledge
The free version of SurveyMonkey is limited in terms of the depth of knowledge that can be obtained from the surveys. Users need a paid subscription to fully collect and analyze data effectively.
By weighing these advantages and disadvantages, users can make an informed decision about whether SurveyMonkey meets their specific needs for creating and analyzing surveys.
SurveyMonkey - Comparison with Competitors
When Comparing SurveyMonkey’s AI-Driven Tools
When comparing SurveyMonkey’s AI-driven survey and market research tools to other customer service and market research solutions, several key differences and unique features stand out.
SurveyMonkey Genius
SurveyMonkey Genius, powered by AI and machine learning, is specifically designed to enhance survey creation, response quality, and insight generation. Here are some of its unique features:
- Question & Answer Genius: This feature suggests the best question types and provides balanced answer choices to eliminate bias and capture accurate data.
- Survey Score: It reviews and scores survey drafts, detecting issues with structure or question formats and offering improvements to enhance the respondent experience.
- Sentiment Analysis: Available in Premier plans, this feature analyzes open-ended responses to identify patterns and provide digestible insights.
- Response Quality: It filters out low-quality responses, such as those with speeding, straightlining, profanity, or gibberish, ensuring data integrity.
- AI-Powered Insights: For market research, SurveyMonkey Genius identifies statistically significant trends and preferences within the data.
Alternatives and Competitors
SurveySensum
SurveySensum is an AI-enabled customer experience management platform that offers several features similar to SurveyMonkey but with some distinct advantages:
- AI-Enabled Text and Sentiment Analysis: It provides advanced tools for identifying top customer sentiments and complaints.
- CX Consultations: SurveySensum includes free consultations to help design surveys and interpret results, connecting actions to specific business goals.
- Customizable Surveys: It offers in-built templates for various survey types, such as NPS, CES, and CSAT, which can be launched quickly.
Customer Service AI Tools
While SurveyMonkey is primarily focused on surveys and market research, other tools are more geared towards customer service automation and support.
Tidio
Tidio is an AI-powered chatbot and live chat platform that:
- Automates Responses: Provides automated replies to frequently asked questions and integrates with various channels like email and social media.
- Identifies Support Opportunities: Recognizes user behavior to make relevant sales recommendations and triages tickets intelligently.
Yellow.ai
Yellow.ai offers an omnichannel conversational AI platform that:
- Supports Multiple Channels: Engages customers across text and voice interactions, including social media, messaging apps, and phone-based conversations.
- Advanced Sentiment Analysis: Analyzes customer sentiment in real-time to personalize interactions.
Forethought AI
Forethought AI is focused on automating and optimizing customer support ticketing processes:
- Predictive Ticket Routing: Uses AI to categorize and route tickets to the most appropriate agents based on context.
- Automated Ticket Resolution: Resolves common issues automatically, reducing the burden on human agents.
Zendesk AI
Zendesk AI is a comprehensive customer service solution that:
- Automates Ticket Routing: Assigns tickets to the most qualified agents using machine learning.
- Provides Self-Service Capabilities: Empowers customers to resolve issues through automated FAQs and chatbot assistance.
Key Differences
- Focus: SurveyMonkey Genius is primarily aimed at survey creation, response quality, and market research insights, whereas tools like Tidio, Yellow.ai, Forethought AI, and Zendesk AI are more focused on customer service automation and support.
- AI Capabilities: While SurveyMonkey uses AI for survey optimization and sentiment analysis, other tools like Yellow.ai and Forethought AI leverage AI for omnichannel support and predictive ticket routing.
- Integration: SurveyMonkey integrates well with its own ecosystem for market research, but tools like Tidio and Zendesk AI offer broader integrations with various customer service platforms and channels.
In summary, SurveyMonkey Genius excels in the realm of survey creation and market research, but for comprehensive customer service automation and support, alternatives like Tidio, Yellow.ai, Forethought AI, and Zendesk AI may be more suitable depending on the specific needs of your business.
SurveyMonkey - Frequently Asked Questions
Frequently Asked Questions About SurveyMonkey
How do I create and manage surveys using the SurveyMonkey app?
You can create new surveys or manage existing ones directly through the SurveyMonkey app. The app includes features to edit, send, and analyze surveys. You can add questions, move or delete pages, and even preview your survey to ensure it looks good on mobile devices.What are the different pricing plans available for SurveyMonkey?
SurveyMonkey offers various pricing plans to cater to different needs. For individuals, there is the Standard Monthly Plan ($99/month), the Advantage Annual Plan ($39/month, billed annually), and the Premier Annual Plan ($119/month, billed annually). For teams, the plans include the Team Advantage Plan ($25/user/month, minimum of three users) and the Team Premier Plan ($75/user/month, minimum of three users). Enterprise plans are also available, with customized pricing based on specific needs.Can I customize the theme and appearance of my survey using the SurveyMonkey app?
While the SurveyMonkey app allows you to choose from pre-made color themes and configure some display options (like showing or hiding the survey title or question numbers), you cannot fully customize the theme, name, colors, or typography of your survey theme using the app. For full customization, you need to log into your account on the SurveyMonkey desktop site.What types of questions can I add and edit using the SurveyMonkey app?
You can add various question types using the SurveyMonkey app, but you cannot add A/B Tests (Random Assignment). You can edit all question types except A/B Tests within the app. For access to all available question types and options, you need to log into your account on the SurveyMonkey website.How do I send surveys and collect responses using the SurveyMonkey app?
You can send surveys using the SurveyMonkey app by creating a web link collector and sharing it with survey takers. You can also collect responses directly on your device. If survey takers are using a shared computer, you can allow multiple responses per device by toggling the appropriate setting.What features are available for analyzing survey results in the SurveyMonkey app?
The app allows you to analyze survey results, including changing the chart type for questions and creating filters for closed-ended questions. However, mobile filters cannot be saved; for saved filters, you need to log into your account on the SurveyMonkey desktop site. You can also browse individual responses and manage survey alerts for new responses.Can I use SurveyMonkey for team collaboration, and what features are available for teams?
Yes, SurveyMonkey offers team plans that include collaborative and management tools. The Team Advantage and Team Premier plans provide features such as shared resources, advanced permissions, and tools for sentiment analysis and advanced survey logic. These plans require a minimum of three users and are billed annually.How does SurveyMonkey’s Kiosk Mode work?
Kiosk Mode allows you to turn your device into a survey-taking station. To use Kiosk Mode, the survey must be set to allow multiple responses. The survey runs in a loop, returning to the beginning after each response is collected. You can exit Kiosk Mode by following the specific steps provided in the app.What kind of customer support does SurveyMonkey offer?
SurveyMonkey offers 24/7 customer support via email for most plans. The Premier Plan also includes phone support, which can be particularly useful if you need immediate assistance or are new to fielding surveys.Can I upgrade my SurveyMonkey plan within the app?
You can upgrade to a Standard monthly or Standard annual plan within the SurveyMonkey app. However, if you are interested in upgrading to an Advantage, Premier, or Enterprise plan, you need to do so from the SurveyMonkey desktop site.How does SurveyMonkey ensure data security, especially for enterprise users?
SurveyMonkey’s enterprise plans include enhanced security features such as an admin dashboard, single sign-on (SSO), and HIPAA compliance. These features are particularly important for larger organizations with specific security requirements. SurveyMonkey - Conclusion and Recommendation
Final Assessment of SurveyMonkey in the Customer Service Tools AI-Driven Product Category
SurveyMonkey has made significant strides in the customer service tools category, particularly with its recent launch of a comprehensive customer experience (CX) suite. Here’s a breakdown of its key features and who would benefit most from using it.
Key Features
- AI-Powered Surveys: SurveyMonkey Genius, powered by GPT, aids in creating surveys and analyzing results, making the process more efficient and insightful.
- Benchmarking for CX: The suite includes tools to track customer satisfaction scores, Net Promoter Score, and customer effort score, providing a clear picture of CX progress.
- Multichannel Feedback Collection: Feedback can be collected across various channels such as email, web, SMS, social media, and in-app, ensuring comprehensive customer feedback.
- Integrations: The suite offers native Salesforce integration along with integrations with Marketo, HubSpot, Power BI, Tableau, and other solutions, making it versatile and compatible with existing systems.
- Targeted Audiences: SurveyMonkey Audience allows businesses to target specific demographics and add custom screening questions to ensure the right audience is reached. This feature is particularly useful for market research and gaining insights into customer behavior.
Who Would Benefit Most
SurveyMonkey’s CX suite is highly beneficial for both small and medium businesses as well as larger enterprises. Here are some key beneficiaries:
- Small and Medium Businesses: These organizations can leverage SurveyMonkey’s user-friendly and accessible tools to improve their customer experience without the need for extensive technical expertise.
- Enterprise Companies: Larger businesses can utilize the advanced features such as benchmarking, multichannel feedback collection, and integrations with other business tools to enhance their customer service and decision-making processes.
- Market Researchers: Anyone involved in market research will find SurveyMonkey’s tools invaluable for creating survey templates, tracking market trends, and analyzing customer behavior in real-time.
Overall Recommendation
SurveyMonkey’s CX suite is a powerful tool for any organization looking to enhance its customer service and gather meaningful feedback. Here are some reasons why it is highly recommended:
- Ease of Use: The platform is easy to use, even for those without extensive survey creation experience, thanks to its AI-powered tools and pre-made templates.
- Comprehensive Feedback: The ability to collect feedback across multiple channels ensures that businesses get a holistic view of their customers’ experiences.
- Actionable Insights: With features like benchmarking and real-time analysis, businesses can make informed decisions quickly to improve customer satisfaction and overall business performance.
In summary, SurveyMonkey’s CX suite is a versatile and effective solution for businesses of all sizes looking to improve their customer service and gain valuable insights from customer feedback. Its ease of use, comprehensive features, and integrations make it a highly recommended tool in the AI-driven customer service category.