SurveyMonkey for the Win!
Anonymous | TrustRadius Reviewer
Updated July 08, 2015

SurveyMonkey for the Win!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with SurveyMonkey

I coordinate surveys for the firm. We historically only used them for the Marketing team; however, once the firm realized its capabilities and that I knew how to administer and analyze surveys, other employees started to come to me with their survey needs. I have had individual Practice Unit leaders request surveys, our HR department, and Shareholders who want to help clients with SurveyMonkey. It is able to address most business problems. Our main use of SurveyMonkey is our annual client survey. Prior to my role at Schneider Downs, the firm did it via hard mail copy. Currently, we use SurveyMonkey and all of the results are tabulated electronically, saving me a TON of time. I initially thought this was benefit enough, but SurveyMonkey recently upgraded their software! I can now do analysis on each question. For example, I could want to know how every client in the Manufacturing industry answered, select an option that says only tabulate Manufacturing clients and BAM, my scores are tabulated! I LOVE the new version of SurveyMonkey.
  • SurveyMonkey Analysis - SurveyMonkey tabulates all scores of a survey. You do not need to figure out averages, how many people chose what option, etc... I am not a very visual person, but they also provide the user with graphs to each question. If you are visual, these graphs would be a great help. The filters in the analysis section are also wonderful. We may want to know how every client in an industry answered, so we can single out that industry and Survey Monkey tabulates all results. We can figure out how all of our new clients answered, compared to how all of our longer-term clients have answered. These are wonderful tidbits of information for our client servers. Does one industry group seem to perform better with clients than another? Do we need to change our service model for newer clients to ensure that they are as happy as our long-term clients? SurveyMonkey can give us the answers almost immediately.
  • SurveyMonkey Help - Customer Service is a big deal when purchasing a product. Survey Monkey says they will get back to you within 24 hours with answers to your questions, and not only do they make good on that promise, they usually get back to me within hours! They give me detailed help, as well. I know that when I have a question their customer service department will always come through in a timely fashion.
  • SurveyMonkey Design - Designing a survey is extremely simple. I usually do it from scratch, which i have a very easy time with; however, they also give standard survey designs for their users to use!
  • I have talked about the singled out filters a lot in this review, because they are so helpful to myself and my firm. This is a new mode of analysis that Survey Monkey has and I absolutely love it. I have had one issue with the filters though and i will use an example. One of our industries performed very well in our client survey and they also had about 1/5 of our responses. I was curious to see what the firm scores would look like if I took that specific industry out. I selected the industry question and selected all of my industries, except that high performing one. One of my selections was "Other" because not all of our clients fall into one of our main industries. When I clicked, Analyze, it gave me a total of three surveys, which is very clearly not correct. It should have been our total, minus the high performing industry. I emailed Customer Service, and as usual, they did get back to me in a very timely fashion, with an answer. They said that it was a glitch in the system and were working on it. This was a couple of weeks ago and it still has not been fixed. That has been my only issue/complaint!
  • I believe that we have an extremely high ROI. Survey Monkey is not very expensive, but our return is invaluable. Our HR department conducted a employee events survey. From this survey, they were able to find out which events were popular, if they were having enough events and if anyone had event suggestions. This is great for employee morale to know that the firm truly does care about how happy we are and it will help HR design employee events in the future. Our client surveys give us great feedback. We know what we do well and what we need to work on. If a client is unhappy, it can be immediately addressed. These are all anonymous responses! (they don't need to be anonymous if you don't want them to be!)
I have never used any other Survey Software/Program, because Survey Monkey has never let me down! If I were to need to find another program to use, I would most likely use the Internet and word of mouth and try to gather recommendations/referrals, but again, I have never felt it necessary to do so.
It is very very well suited as a feedback survey. If you want to know how you are doing, the analysis is wonderful. It tabulates all ranked and scoring questions, as well as spits out open-ended questions. I have not come across a survey that SurveyMonkey has not worked well with, but we do conduct mostly feedback surveys. If you are interested in graphs, make sure to be very careful with your question design. If you design the question wrong, your graph may not look right.

Using SurveyMonkey

10 - There are a few people that actually use our Survey Monkey account; however, when people need a survey done they do come to me. People that have came to me for surveys include, but are not limited to, Human Resources, Practice Unit Leaders, various members of management, and of course, my Marketing Team.
2 - I am the main "Survey Person" at my firm. I came into this role because of my Business Marketing major at my University. To receive my degree, I had to take a Market Research class, where we learned about effective survey design, valuable ways to analyze our results and best ways to use results. I showed an interest in the field and my Director charged me with being our Survey/Market Research person.
  • Client Survey Feedback - Main use of Survey Monkey. We send a survey out to our largest clients and get invaluable feedback, analyze it and share it with each client's engagement team and the Client Service team.
  • Employee Happiness - We can poll our employees to see how happy they are with the events that our firm offers and receive anonymous suggestions
  • Client Feedback - We can get information from OUR employees about experiences at OUR clients. Almost like a secret shopper type deal.
  • We have sent out surveys on behalf of our clients to develop a report for them about how our clients' clients feel. It gives us great goodwill with our clients and really helps them out.
  • I currently can not think of anything because we already use it so often!
We have been renewing and will continue to renew our Survey Monkey account. I use it for all of our Marketing needs, and the rest of the firm is now aware of it's capabilities and people
very often come to me and want a survey done. Aforementioned, I believe our ROI is very high and it is an inexpensive product.

SurveyMonkey Reliability