The system is extremely user friendly and very easy to navigate. Past surveys are all listed on your homepage, including the title of the survey, number of responses, and last date of modification.
Favorite features include the ability to customize survey design, customize survey URL's, and the ease of reporting. The ability to email the survey to recipients is available directly from the system. Our department has not used this feature simply to avoid having a survey caught in a recipient's SPAM filter.
We utilize SurveyMonkey regularly, issuing surveys to attendees of training sessions, webinars, and conferences. The results are analyzed following the closure of each survey and used to better training sessions, webinars, and conferences year to year.
We originally researched Zoomerang from word-of-mouth. A neighboring department currently utilizes Zoomerang, so we were able to work with them and observe the system first-hand, but felt that SurveyMonkey provided better reporting, was easier to use, and much easier to manage.
No - To date, we have not needed customer support. The system is very intuitive. If errors were to occur, they would most likely be user-based. To my knowledge, SurveyMonkey's customer support is free.