Item: GetFeedback
Rating: 10
Author: Simon Whight

Overall Satisfaction with GetFeedback, by SurveyMonkey

Use Cases and Deployment Scope

GetFeedback, by SurveyMonkey, is being used for two purposes: 1) to provide a CX platform, 2) to be integrated to Salesforce. It is currently being used across many divisions at Zen with an eye for using it for internal purposes.

Pros and Cons

Pros

Great integration with Salesforce
Fantastic looking surveys
Incredible time to delivery - this is fast to spin up and use

Cons

I would like to see some of the browser based analytics available in Salesforce
Continue working on the Salesforce installed package - it is great, but lots of potential here where nobody is really exploiting

Return on Investment

We went from having no CX statistics to having CX statistics
We are now able to take strategic action based on fluctation in CX
We are able to use CX in order to differentiate to competitors in marketing

Alternatives Considered

NICE Satmetrix

Satmetrix actually replaced GetFeedback, by SurveyMonkey at my previous company with a lot of objection from myself. The rationale was: wanted quicker survey deployment and better analytics, neither of which was solved by bringing in Satmetrix as the issues were architectural around the self-built IP and NOT GetFeedback, which did precisely what it could with the data it had. Much like other NICE products I have encountered, the synergy with Salesforce is labored and incredibly challenging to get up and running. There was a lot of heavy lifting to get the two platforms to work with each other and the sentiment that I got from Satmetrix was that it wanted to be the centre of the CX world and would be much happier if Salesforce didn't exist. This is great if you a company that is solely marketeers but terrible if you want to leverage and use the multifaceted capabilities of CX strategies.

Key Insights

Do you think GetFeedback delivers good value for the price?

Yes

Are you happy with GetFeedback's feature set?

Yes

Did GetFeedback live up to sales and marketing promises?

Yes

Did implementation of GetFeedback go as expected?

Yes

Would you buy GetFeedback again?

Yes

Other Software Used

Copado, OwnBackup, Social Studio, Vlocity for Communications & Media

Usability

It is incredibly straightforward to use. Setup time is hours to days. When it is up and running, you can forget it exists. The Lightning Platform integration then starts to provide many options around creative use of the tools. It becomes more about where you can extend to your hearts content. Lightning App developers will have a great time here.

Support Rating

Honestly, I have had little need for support. The platform isn't one that comes with issues and problems hand in hand. If I have spoken to support, they have kept me up to date well.

Likelihood to Recommend

The Salesforce integration is fantastic. I have seen it evolve over the years and it is clear there is some considered investment going on here. In its first guise, the integration was fine at pushing survey response data to objects of your choosing. More recently, the integration has introduced a managed package, which has brought a really flexible object structure to what GetFeedback, by SurveyMonkey writes to. In a nutshell, you get a Survey -> Response -> Answer three tiered structure, meaning that you don't have to configure every time you mix up your survey design to b more complex. Finally, the forthcoming managed package is now being updated to bring a nice home page with it, with some nice top down analytics. This is great stuff and brings a lot of hope for the future of the platform. That Salesforce use it as their preferred surveying platform over their own on platform one is telling.

GetFeedback Feature Ratings

Using GetFeedback, by SurveyMonkey

Users and Roles

25 - Hard to quantify. The Salesforce team are approached by stakeholders around the business looking to get CX initiatives spun up, the metrics used go right up to C-Level. Actual users - currently only two people actually get in to configure the platform. It is very light touch though, so this is a good thing.

Support Headcount Required

2 - Myself and one other. While I am an architect, I'm pretty much the GetFeedback evangelist, so I'm approached for design and delivery. I am hoping to branch this out to more admins.

Business Processes Supported

NPS
CSAT
CES

Innovative Uses

I created a top tier Lightning Application, building on top of the GetFeedback managed package. I would like do more on this front to take the tool into the realm of a truly innovative CX platform in Salesforce

Future Planned Uses

Internal CX metrics

Likelihood to Renew

I'll keep this running forever!

Using GetFeedback, by SurveyMonkey

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Integration to Salesforce - I cannot stress how plain and straighforward this is
Designing surveys - the designer is fairly straightforward and modular - it means you cannot do anything wildly expected with it, but it also means you're quick to deliver

Difficult Tasks

So, I filled in these gaps myself: scheduling anniversary emails in Salesforce is really hard, so NPS is really hard. I managed to resolve this using Mass Action Scheduler. This is not a GetFeedback, by SurveyMonkey issue, but I would love to see the managed package go to the next level by going from integration to platform, with this being a feature.
The managed package is quite plain out of the box: I spent a lot of time designing a Lightning App, graphics, reporting suite, lightning pages etc. I can see GetFeedback, by SurveyMonkey are going towards this sort of thing with revisions, but you do have to put in a bit of effort to get the level of finish you want.

Mobile Interface Availability and Impressions

Yes - Not to design I don't think, but I wouldn't expect that to be how you'd want to design. The surveys themselves are platform responsive, which is all you need.

Integrating GetFeedback, by SurveyMonkey

Ease of Integration

It was already easy in its initial basic guise, it is better now, and its getting better in the future. You love to see it.

Systems Integrated With

Salesforce

With your survey, you press the I WANT TO SALESFORCE button and install the managed package, and then everything is great. You may find that amusing, but integration is really straightforward. Make sure you design your surveys well and your URLs have record merge IDs, and everything comes together.

Future Integration Plans

Possibly Pardot
Maybe Marketing Cloud

There is Pardot capability out of the box, and I would assume you can do things on Marketing Cloud. But, to be honest, as long as everything ends up in Salesforce, you can work from there.

Types of Integration

AppExchange or similar marketplace

Managed package straight from the tool. It is simple, effective and you can extend it.

Integration Lessons Learned

I did a feedback session with GetFeedback, by SurveyMonkey a year and a half ago around my Lightning App development. These seem to have filtered through into the latest update! I do actually have some great ideas for where the integration could go, but I'll save that for discussions with GetFeedback, by SurveyMonkey!

Comments

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