TechValidate Research on SurveyMonkey GetFeedback

These pages present data that TechValidate has sourced via direct research with verified customers and users of SurveyMonkey GetFeedback. TechValidate stands behind the authenticity of all published data. Learn more »



475 Data Points Collected

24 Published TechFacts

2 Published Charts

4 Published Case Studies



Selected Research Highlights


GetFeedback Customer Testimonial

Using GetFeedback has resulted in more streamlined maintenance work orders, an employee recognition program, and a better feel for our potential customer point of view throughout our sales process.

Drew Pieschke, Marketing Manager, Outdoor Adventures Inc.

GetFeedback Case Study

Large Enterprise Computer Software Company

Introduction

This case study of a large enterprise computer software company is based on a July 2020 survey of GetFeedback customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We use GetFeedback to survey our candidates (both those we don’t hire and those we do) as well as our internal Hiring Managers about their experience working with our recruiting team. We’ve been able to programmatically gather feedback in a streamlined way to implement initiative related to both recruiter & hiring manager enablement/training sessions to improve the work they all do. "

Challenges

The business challenges that led the profiled company to evaluate and ultimately select GetFeedback:

  • Challenges faced before implementing GetFeedback:
    • A lack of an understanding of customers
    • A need for an automated/programmatic way to send out surveys
  • Top business challenges GetFeedback has helped them to address:
    • Driving action across the organization to improve business results
    • Connecting feedback to individual customer profiles

Use Case

The key features and functionalities of GetFeedback that the surveyed company uses:

  • How they are using GetFeedback:
    • Lead/Customer data enrichment
    • Support experience

Results

The surveyed company achieved the following results with GetFeedback:

  • Level of agreement with the following about GetFeedback:
    • delivers the fastest time to value in the market: strongly agree
    • is easy to use: strongly agree
    • makes feedback actionable: agree
  • With GetFeedback, they can now can take action on customer feedback in weeks vs. months.
  • Improvements to the following metrics since leveraging GetFeedback:
    • CSAT (Customer Satisfaction): notable improvement
    • nPS (Net Promoter Score): notable improvement
    • response rates: notable improvement

GetFeedback Customer Statistic

Over half of surveyed organizations have seen an improvement in their NPS (Net Promoter Score) metrics since leveraging GetFeedback.

GetFeedback Customer Research

What is the main reason your company is using GetFeedback?

Difficult to take action on feedback
13%
Challenge connecting feedback data and customer data
28%
Lacked an understanding of customers
28%
Wanted to continuously collect realtime feedback across multiple channels (email, Chat, SMS, etc.)
30%
Needed an automated/programmatic way to send out surveys
68%

GetFeedback Customer Research

How are you using GetFeedback?

Support experience
66%
Sales experience
47%
Customer health
40%
Product experience
40%
Lead/Customer data enrichment
23%
Marketing content feedback
23%
Lead generation and qualification
9%

GetFeedback Case Study

B Cellars Vineyards And Winery

Introduction

This case study of B Cellars Vineyards and Winery is based on a July 2020 survey of GetFeedback customers by TechValidate, a 3rd-party research service.

“GetFeedback is the leading customer experience solution for Salesforce.”

“We are able to act in near real-time to customer feedback, giving us another touchpoint with our customers. It has led to increased sales with happy customers and has allowed us to save unsatisfied customers.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select GetFeedback:

  • Challenges faced before implementing GetFeedback:
    • A lack of an understanding of customers
    • A need for an automated/programmatic way to send out surveys
    • Difficulty taking action on feedback
    • Connecting feedback data and customer data
  • Top business challenges GetFeedback has helped them to address:
    • Driving action across the organization to improve business results
    • Connecting feedback to individual customer profiles

Use Case

The key features and functionalities of GetFeedback that the surveyed company uses:

  • How they are using GetFeedback:
    • Lead/Customer data enrichment
    • Sales experience
    • Product experience
  • Got up and running with GetFeedback in under 3 months.

Results

The surveyed company achieved the following results with GetFeedback:

  • Level of agreement with the following about GetFeedback:
    • delivers the fastest time to value in the market: agree
    • is easy to use: strongly agree
    • seamlessly integrates with Salesforce: strongly agree
    • makes feedback actionable: strongly agree
  • With GetFeedback’s Salesforce integration, they can now:
    • View all of their customer data and feedback data in one place
    • Layer customer data on top of account and contact information
    • Map feedback to any standard or custom object in Salesforce
    • Create customer experience dashboards and reports directly in Salesforce
    • Easily close the loop with customers
    • Notify stakeholders of critical feedback
    • Take action on feedback data
  • With GetFeedback, they can now can take data-driven action for the first time.
  • Improvements to the following metrics since leveraging GetFeedback:
    • NPS (Net Promoter Score): notable improvement
    • CSAT (Customer Satisfaction): notable improvement
    • nPS (Net Promoter Score): no improvement / Not measured
    • response rates: notable improvement


More to Explore



About SurveyMonkey GetFeedback

Collecting customer feedback shouldn’t be complicated. Our easy-to-use solution measures the voice of your customer so you can take action and provide an exceptional experience.

SurveyMonkey GetFeedback Website   SurveyMonkey Website