SurveyMonkey GetFeedback (Direct) Case Studies

GetFeedback Case Study

Reiwa

Introduction

This case study of REIWA is based on a July 2020 survey of GetFeedback customers by TechValidate, a 3rd-party research service.

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
Top business challenges GetFeedback has helped them to address:
- Driving action across the organization to improve business results

Use Case

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

How they are using GetFeedback:
- Marketing content feedback
- Lead generation and qualification
- Sales experience
- Support experience
Got up and running with GetFeedback in under a month.

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: Agree
- Makes feedback actionable: Agree
With GetFeedback’s Salesforce integration, they can now:
- Easily close the loop with customers
- Notify stakeholders of critical feedback
With GetFeedback, they can now can take action on customer feedback in days vs. months.
Improvements to the following metrics since leveraging GetFeedback:
- CSAT (Customer Satisfaction): A notable improvement
- NPS (Net Promoter Score): A notable improvement
- response rates: A significant improvement

GetFeedback Case Study

Positive Media Australia

Introduction

This case study of PositiveMedia Australia 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.”

“Get Feedback gives real time NPS score for our sales team and constantly measures the customer experience at different stages in the sales pipeline. It was a game changer in managing our customer experience from a -43 to a +73 NPS in a 6 month period. It gave me the ability to make key changes and discover our advocates more effectively.”

Challenges

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

Challenges faced before implementing GetFeedback:
- An inability to collect feedback across multiple channels (email, chat, SMS etc.)
Top business challenges GetFeedback has helped them to address:
- Proving ROI of investing in customer experience

Use Case

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

How they are using GetFeedback:
- Sales experience
- Customer health
- Product experience
Got up and running with GetFeedback in under a week.

Results

The surveyed organization 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
- seamlessly integrates with Salesforce: neither agree nor disagree
- makes feedback actionable: strongly agree
With GetFeedback, they can now can take action on customer feedback in days vs. months.
Improvements to the following metrics since leveraging GetFeedback:
- NPS (Net Promoter Score): notable improvement
- CSAT (Customer Satisfaction): notable improvement
- CES (Customer Effort Score): notable improvement
- nPS (Net Promoter Score): significant improvement
- response rates: improvement

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 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

TechValidate Research on SurveyMonkey GetFeedback (Direct)

4 Case Studies

Reiwa

Introduction

Challenges

Use Case

Results

Company Profile

About GetFeedback

Positive Media Australia

Introduction

Challenges

Use Case

Results

Organization Profile

About GetFeedback

Large Enterprise Computer Software Company

Introduction

Challenges

Use Case

Results

Company Profile

About GetFeedback

B Cellars Vineyards And Winery

Introduction

Challenges

Use Case

Results

Company Profile

About GetFeedback