SurveyMonkey vs. Verint Voice of the Customer

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.

Incentivized

Verint Voice of the Customer is very well suited for measuring how satisfied (or dissatisfied) the customer base is in close to real time. Also well suited for identifying pain points across the experience. Not sure if the platform is well suited for measuring multiple interactions for a specified journey or a specific audience experiencing a specific journey

Incentivized

• Keeps identifiable information anonymous.
• 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.

• Scalable: no issues with volume for sending out emails nor reporting.
• Feature Rich: very well equipped.
• Support: excellent knowledge base and even better live support
• Pricing: very cost effective pricing models

• 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.

Incentivized

• Integrating with Google Analytics did take several sessions with their support team, so that could use improving
• Needed additional assistance from their technical team because of the configuration
• Limited customization for standard deployment survey templates. Some reports are a bit outdated

Incentivized

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.

The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget

Incentivized

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.

Incentivized

First and foremost It’s easy to use. The Visual dashboard is great and simple to navigate!! The amount of info is thorough and collected timely if not in real time . I have even used it to contact a customer about an experience they had. I was able to ask why they chose the ratings they did on the survey

Incentivized

still to many limitations for more complex surveys --skips, filtered questions, etc.

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.

Incentivized

Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.

Implementation not required.

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.

Incentivized

OpinionLab is one of the few out there that does two things very well in it's space: 1. Customer Feedback - just feedback, not surveys. Feedback is free text without more than one or two structured questions. Most survey systems offer too many options, and their reporting is made for structured data analysis not analysis of the open text fields. Some of the other tools viewed did not have the best features for medium or large scale deployment, from an analysis perspective, real-time data extract and download, or customization for branding.

Incentivized

• 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.

Incentivized

• Collect data around our login experience where eventually we were able to release a GPE directing customers to utilize our virtual assistant
• Verbatim around the claims experience allowed us to update our Claims Status page to provide more detailed, transparent information to the customer around the status of their claim.

Incentivized