Item: SurveyMonkey
Rating: 1
Author: Verified User

Use Cases and Deployment Scope

We use SurveyMonkey to ask new customers about the reasons they chose our service during our onboarding process, and to send client satisfaction surveys around the midpoint of our service. We gather ratings and also unstructured qualitative comments.

Pros and Cons

Reminders: anyone who didn't answer the survey can be sent a reminder
Simple web interface requires no training to use

Pricing policies are unreasonable and unaffordable; as the CEO, I want to allow my assistant to use my account to send surveys, but this is prohibited and prevented technically
Customer service was unhelpful in addressing my issues

Return on Investment

SurveyMonkey's policy changes will force us to migrate to a new vendor, wasting significant time in the process of re-entering our questions in a new platform

Key Insights

Do you think SurveyMonkey delivers good value for the price?

Are you happy with SurveyMonkey's feature set?

Did SurveyMonkey live up to sales and marketing promises?

Did implementation of SurveyMonkey go as expected?

Yes

Would you buy SurveyMonkey again?

Other Software Used

Zapier, ActiveCampaign

Usability

The SurveyMonkey interface is simple and never required training, but the way that actions on each survey are divided into many different stages means that it takes a large number of clicks to accomplish basic tasks such as reading the text of your latest survey response.

Support Rating

Unhelpful. I had been a loyal customer for two years, and when an update to the way that SurveyMonkey worked prohibited me from having my assistant send surveys on my behalf, their only proposed "solution" was suggesting that I buy a larger plan that cost triple my current plan.

Likelihood to Recommend

SurveyMonkey would be great for a large company that sends a huge volume of surveys on a fully automated basis.

For us, as a small business, SurveyMonkey was a bad solution. For years, I had been a happy customer, but a recent "Device Verification" feature was introduced as a way to prevent my use case. As the CEO, I allowed my assistant to use my account to send surveys. After the "Device Verification", this was not possible, and the solution proposed by the customer service team was to buy a plan that was +200% more expensive. This made it unaffordable and I did not appreciate a sudden change in product functionality that was clearly just a coercion mechanism to drive upsells.

Coercive pricing policies make SurveyMonkey impractical for small business

Overall Satisfaction with SurveyMonkey