Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to…
$2,500
Per Company Per Month
QuestionPro
Score 9.4 out of 10
N/A
QuestionPro is a insights and experience management platform, designed to help organizations of all sizes, from small businesses and academic institutions to large corporations, collect and analyze data to make better decisions. The platform provides an integrated ecosystem of tools for conducting everything from simple polls to complex, multi-stage research studies, supporting both quantitative and qualitative analysis. Core platforms and use…
$99
per month per user
SurveyMonkey
Score 8.2 out of 10
N/A
SurveyMonkey provides free, customizable surveys, and a suite of paid, back-end programs that include data analysis, sample selection, bias elimination, and data representation tools. SurveyMonkey also offers large-scale, enterprise options for companies interested in data analysis, brand management, and consumer focused marketing.
$99
per month
Pricing
Gainsight CS
QuestionPro
SurveyMonkey
Editions & Modules
Subscription
$2,500
Per Company Per Month
Essentials
$0
Free for life per user
Team Edition
$83
per month per user
Advanced
$99
per month per user
Research Edition
Contact Vendor
Team Advantage
$25
per month (billed annually) per user (starting at 3 users)
Team Premier
$75
per month (billed annually) per user (starting at 3 users)
QuestionPro is at and on par with other solutions. It's easy to use as Qualtrics and has much more functionality than SurveyMonkey. The price per user is great and very affordable comparatively. There is no loss of function. QuestionPro is always improving and very open to …
Verified User
Employee
Chose QuestionPro
SurveyMonkey, Qualtrics, SurveyGizmo. SurveyMonkey and SurveyGizmo are perfectly fine for simple surveys and have also improved enormously over the years, we are currently evaluating Qualtrics.
Verified User
Manager
Chose QuestionPro
QuestionPro is better or on par with these programs. I would say that it's better than SurveyMonkey and Zoomerang, as it's more customizable and professional "looking". It's on par with Qualtrics as it has a lot of the same functionality and customizability. The relative …
QuestionPro is a better product; it is a more complete product with more detailed questions available to the user. Additionally it has a greater support system. Furthermore, QuestionPro has recently developed more graphics to visually show the descriptive statistics.
SurveyMonkey
Verified User
Administrator
Chose SurveyMonkey
SurveyMonkey allows you to use standard templates or create customized surveys compared to its competitors like SurveyGizmo and Survicate. My only drawback with the software is that their logo is pasted everywhere. One advantage is that you can add more people to take the …
I love using Gainsight CS for global collaboration, monitoring account health, digging into potential churn risks, summarizing account activity, logging account activity and having an overall historic record of account activity across multiple account teams, especially in my segment on a global account team.
QuestionPro is great for forced-choice and Likert-scale data, and it easily turns raw data into readable statistics. The simple interface lacks attractiveness but is easy to learn and use, even for members outside the digital age. QuestionPro is less effective for qualitative data and short answer responses in large quantities. Reporting and analytic features leave this information in the bulky design, clogging the report and preventing cohesive presentation of the data.
SurveyMonkey is well suited for external, professional, client-facing forms and complex question types. I've tried generating forms on HubSpot, and it's not nearly as intuitive or clean-looking, and not all question types are supported (e.g. Likert scales). For quick, internal forms that don't need to be as pretty or professional, I find that Google Forms is the quickest and easiest to pull together, especially since it has a single, universal respondent link. If I wanted to embed a link in a mass email, SurveyMonkey doesn't allow multiple respondents to use the same link on my plan.
Ability to capture all customer information in one spot
Gantt charts for overall success plans to map out TAM deliverables
Automatically integrate feeds from sources to build reports as needed
Ability to capture customer follow-up tasks so I'm not trying to capture the list of actions too repetitively (e.g. using the "Tasks" section of an entry)
Ability to use the plugin to automatically add emails to timeline; ability to use calendar integration to automatically add meeting minutes that will sync up to Gong notes
Before choosing QuestionPro, we evaluated it and Qualtrics, SurveyGizmo, and SurveyMonkey. A committee tested each of 141 key features on all four products. QuestionPro did well in the comparison and we have ended up using even more features that we tested. The summary of that work can be found here: https://oit.utk.edu/research/documentation/qualtrics-to-questionpro/.
The way it handles anonymous surveys is particularly good. With most products, you have to remember to check the "anonymous" box to prevent it from saving email addresses or other identifiable data. But if you forget to do so, you can't tell by taking the survey. Question pro uses "Respondent Anonymity Assurance" that must be turned on by the company (a quick request from the chat window will suffice) and then it can never be turned off. This activates a link that appears on the bottom left-hand of each survey page. Clicking it takes the survey participant to a company page which assures them that the anonymous feature is indeed turned on.
It has a very nice combination of great power and ease of use.
The support we have received from the company has been excellent. Our team has worked with around 30 research software vendors for over 35 years and this company stands out as being extremely responsive to our needs. We told them we needed a migration tool to help us move from Qualtrics to QuestionPro and they created one in just a few weeks. They've added or improved a number of other features for us, at no charge.
Being able to close the survey at a set time without having to remember to do so.
Takes the guess work out of response collecting.
Makes it easy to categorize responses within the same survey. Being able to add tags to open-ended questions makes it easy for us to identify patterns in responses.
An array of survey options and questions.
An all around great product that meets multiple needs.
Can have multiple collectors for the same survey to included manual input.
Outlook integration could be better as within Outlook we do not get much insight of the account. While contacting a contact from Outlook, it will be great if the Outlook -Gainsight CS tool can show certain important information, like any pending CTAs, the latest billing amount, and pending certifications, etc. This will improve the communications and make it more aligned with the company and account perspectives.
Limitations of report creation are user level - As a user I can not create report as per my wish on my set of accounts. Only the admin user has access to that, and also it's very intuitive compared to Salesforce.
Dashboard customization - as a user I have very much limited options to put in my dashboard. It's all about CTA all the time.
I would like to have more customizable options for branding it to our hospital colors. Some survey options allow you to enter html color codes. SurveyMonkey allows you to change colors and you have to pick from selected options.
Embedding the surveys into a webpage, like WordPress is not as seamless as other services.
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
It's a fine product, but it's also a very competitive field, so it wouldn't take much to knock QuestionPro from top tier status. I would like to see more functionality in all programs, so whichever program does that first is likely to get my money in the next round of budgeting.
Compared to other competitors in the market (including a few I've used internally), if you're looking for a survey application, this one does the job and it's quite inexpensive too. Considering the fact that it comes with a handy mobile application too (on iOS and Android), you also get flexibility thrown in the deal too.
Gainsight CS earns a 10/10 usability rating for me by prioritizing strategic power and deep configurability over simplistic, rigid design. Instead of forcing users into a generic workflow, the platform allows us to build bespoke health scores and playbooks that align perfectly with our unique business model. This high degree of customization ensures that the tool acts as a tailored workspace that meets the needs of mature CS organization like ours. By leveraging the proactive CTA triggers, Gainsight CS reduces the manual burden on our CSMs, allowing them to focus on high-value customer interactions rather than administrative data hunting. It ultimately functions as a professional grade cockpit that empowers our team to manage complex revenue lifecycles with precision and repeatability.
QuestionPro is very easy to use. There are lots of question types and drag and drop functionality. There are lots of ways that make the platform easy to use
It does everything a survey software should do, and it does it very well. I can't speak for how well it would work for a business that was surveying tens of thousands of people - but for a small business of 50 employees with a couple of thousand clients, it does everything it needs to do.
Rarely any issues with availability or outages. When they do occur, there is excellent communication and consistent updates. Bugs are usually addressed in a timely manner, and communication around those issues is also extremely good
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
They offer email, chat, and phone support. I have used the chat support several times. Response time was fast, but the rep did not always have the answer. Inquiries are answered quickly and thoroughly.
I've never had to contact the SurveyMonkey customer care team directly, but they have a pretty good library of help articles on their website. Everything from designing and executing your survey to account and billing questions. I never had a need for further support from Survey Monkey.
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
They're pretty neck and neck. Both are super similar. I love the icons for logging account activity in Totango. I also like the dropdown activity tab we have in Gainsight. We need to improve our auto forms for QBR notes and cancellation notes, but I do like that we can have details listed for the CSM to fill out without them having to think about it. Helps us improve our reporting efforts, too.
First of all, QuestionPro has powerful futures when we compare it with others. I am not sure but somehow interface of the product is always important for some more than its functionality. QuestionPro has many features, functionality and has a great interface. It is easy to use and a software that is easy to understand.
SurveyMonkey is easier to customize and provides much more in depth analytics. SurveyMonkey also provides better templates providing us with a better presentation to our employees. SurveyMonkey also comes with a more trustworthy platform that ensures confidentiality, which is incredibly important to our employees and means we're getting more reliable results from the surveys.
It can lean a little heavily toward Customer Success, but the ability to customize many areas based on specific user or account characteristics allows you to make it work across many different roles. This also makes collaboration within the tool across teams possible. It a flexible tool if you have a skilled admin to help guide your process building.
No metrics yet, but we have improved our at-risk customers by identifying risks earlier via our automated health score and with our Gainsight approved mitigation workflow, CSMs and leaders have better discipline with mitigation efforts and sharing at-risk customers across the org so other teams can step in and assist
QuestionPro is being used to automate surveys that were previously done by hand. We would not have been able to do this without the anonymous tracking feature. It has cut turnaround of reports by more than half.
This is of course more efficient, but this could be expected of any software that automates a survey for you.
The speed at which we can develop, program, execute and generate actual usable results provides significant value, particularly when we need fresh numbers to illustrate a point.
The fact that we can execute a research project so quickly means that new research is always a primary option when we're developing campaigns. That's a huge value proposition.
