SurveyMonkey CX Case Studies

SurveyMonkey CX Case Study

Navis

Introduction

This case study of NAVIS is based on an April 2019 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service.

“CX gives my organization the critical insights we need to confidently take action and improve our customer experience.”

“CX makes it possible to uncover what factors are driving or contributing to NPS results. It’s one thing to know the NPS it’s another to know why and act on those items.”

Challenges

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

Challenges experienced before using SurveyMonkey CX:
- A lack of understanding about their customers

Use Case

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

Using SurveyMonkey CX to accomplish the following:
- Send relational NPS surveys to understand customer health
- Send transactional NPS surveys after specific touchpoints and interactions
- To easily share insights throughout their organization

Results

The surveyed company achieved the following results with SurveyMonkey CX:

Agreed that SurveyMonkey CX helps them to:
- Establish a reliable metric to measure customer experience over time
- Improve customer loyalty
Agreed with the following:
- SurveyMonkey CX is easy to use and get up and running
- SurveyMonkey CX’s customer success team provides guidance and expertise to set you up for success
Has not seen an increase in their response rates since they began using SurveyMonkey CX.

When it comes to responding to customers, making business decisions, etc., using SurveyMonkey CX, they can take action in days vs. months.

SurveyMonkey CX Case Study

Mapi Group

Introduction

This case study of Mapi Group is based on a June 2019 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service.

“CX gives my organization the critical insights we need to confidently take action and improve our customer experience.”

Challenges

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

Challenges experienced before using SurveyMonkey CX:
- Distributing and sharing insights within the organization

Use Case

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

Using SurveyMonkey CX to accomplish the following:
- Easily get key customer insights with powerful filtering

Results

The surveyed company achieved the following results with SurveyMonkey CX:

Agreed that SurveyMonkey CX helps them to:
- Establish a reliable metric to measure customer experience over time
Agreed with the following:
- SurveyMonkey CX is easy to use and get up and running
- SurveyMonkey CX gets you feedback from more of your customers
- SurveyMonkey CX helps you uncover key customer experience insights quickly
Has seen an increase in their response rates since they began using SurveyMonkey CX.

When it comes to responding to customers, making business decisions, etc., using SurveyMonkey CX, they can take action in days vs. months.
Why they chose SurveyMonkey CX over other solutions evaluated:
- We were using TechValidate. the Marketing department decided to keep using the tools from the same Group. SurveyMonkey responded ever more to our needs.

SurveyMonkey CX Case Study

Ammeraal Beltech

Introduction

This case study of Ammeraal Beltech BV is based on an April 2019 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service.

“CX gives my organization the critical insights we need to confidently take action and improve our customer experience.”

“All decisions are data-driven now instead of anecdotal.”

“Key drivers help identify specific areas for improvement.”

Challenges

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

Challenges experienced before using SurveyMonkey CX:
- A lack of understanding about their customers
- Taking action on customer feedback

Use Case

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

Using SurveyMonkey CX to accomplish the following:
- Send transactional NPS surveys after specific touchpoints and interactions
- To benchmark against other companies in their industry

Results

The surveyed company achieved the following results with SurveyMonkey CX:

Agreed that SurveyMonkey CX helps them to:
- Establish a reliable metric to measure customer experience over time
- Improve customer loyalty
Agreed with the following:
- SurveyMonkey CX is easy to use and get up and running
Has not seen an increase in their response rates since they began using SurveyMonkey CX.

When it comes to responding to customers, making business decisions, etc., using SurveyMonkey CX, they can take action in days vs. months.
Why they chose SurveyMonkey CX over other solutions evaluated:
- For the speed to get up and running
- For the robust analytics and data visualizations

SurveyMonkey CX Case Study

Medium Enterprise Hospitality Company

Introduction

This case study of a medium enterprise hospitality company is based on a June 2019 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“CX gives my organization the critical insights we need to confidently take action and improve our customer experience.”

“We have been able to take quick action to improve the customer experience with our company and services.”

“We have had issues with the quality of our bar and catering services. Sending surveys allowed us to not only identify the problem but also provide a metric to our CEO and COO to prove that it’s an issue. We’ve used negative feedback to improve our selections and service as well as reaching out to those that have given low NPS scores to better understand why they gave us that score.”

Challenges

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

Challenges experienced before using SurveyMonkey CX:
- Analyzing customer feedback
- Taking action on customer feedback

Use Case

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

Using SurveyMonkey CX to accomplish the following:
- Send transactional NPS surveys after specific touchpoints and interactions
- Easily get key customer insights with powerful filtering

Results

The surveyed company achieved the following results with SurveyMonkey CX:

Agreed that SurveyMonkey CX helps them to:
- Establish a reliable metric to measure customer experience over time
- Deliver or exceed the experience customers expect
- Take action to drive business impact and growth
Agreed with the following:
- SurveyMonkey CX is easy to use and get up and running
- SurveyMonkey CX gets you feedback from more of your customers
- SurveyMonkey CX gives you the survey expertise and methodology to run an effective NPS program
- SurveyMonkey CX helps you uncover key customer experience insights quickly
- SurveyMonkey CX provides you the data and insights to make a strong business case
Has not seen an increase because it is their first time running an NPS survey in their response rates since they began using SurveyMonkey CX.

When it comes to responding to customers, making business decisions, etc., using SurveyMonkey CX, they can take action in weeks vs. months.
Why they chose SurveyMonkey CX over other solutions evaluated:
- For the ease of use
- Its a great survey experience for their customers
- For the speed to get up and running
- For the robust analytics and data visualizations
- For the automated surveys
- Because it is easier to follow-up with customers within the solution

SurveyMonkey CX Case Study

Micromeritics Instrument Corp.

Introduction

This case study of Micromeritics Instrument Corp. is based on an April 2019 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service.

“CX gives my organization the critical insights we need to confidently take action and improve our customer experience.”

Challenges

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

Challenges experienced before using SurveyMonkey CX:
- A lack of understanding about their customers
- The manual and time-consuming process of running NPS surveys
- Analyzing customer feedback
- Distributing and sharing insights within the organization

Use Case

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

Using SurveyMonkey CX to accomplish the following:
- Send relational NPS surveys to understand customer health
- Easily get key customer insights with powerful filtering
- To easily share insights throughout their organization

Results

The surveyed company achieved the following results with SurveyMonkey CX:

Agreed that SurveyMonkey CX helps them to:
- Establish a reliable metric to measure customer experience over time
- Reduce time to insights with robust analytics
- Deliver or exceed the experience customers expect
Agreed with the following:
- SurveyMonkey CX is easy to use and get up and running
- SurveyMonkey CX gets you feedback from more of your customers
- SurveyMonkey CX helps you uncover key customer experience insights quickly
- SurveyMonkey CX provides you the data and insights to make a strong business case
- SurveyMonkey CX’s customer success team provides guidance and expertise to set you up for success
Has seen an increase in their response rates since they began using SurveyMonkey CX.

When it comes to responding to customers, making business decisions, etc., using SurveyMonkey CX, they can take action in weeks vs. months.
Why they chose SurveyMonkey CX over other solutions evaluated:
- For the ease of use
- Because it integrates with their system of record
- For the speed to get up and running
- For the robust analytics and data visualizations
- For the automated surveys

SurveyMonkey CX Case Study

Astro Pak Corporation

Introduction

This case study of Astro Pak Corporation is based on a June 2019 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service.

“CX gives my organization the critical insights we need to confidently take action and improve our customer experience.”

“SurveyMonkey CX has provided us with powerful analytics-driven by automated surveys. This has saved our team time and productivity. Most importantly it allows us immediate feedback that we can provide with our internal contacts to address our customers’ needs. We are a service-driven company and hearing from our customers is of upmost priority. "

“The evaluation of our Key Drivers has been very insightful. We have been able to differentiate satisfaction among quality (documentation vs. packaging, etc.) in order to address specific customer expectations.”

Challenges

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

Challenges experienced before using SurveyMonkey CX:
- A lack of understanding about their customers
- The manual and time-consuming process of running NPS surveys
- Analyzing customer feedback
- Taking action on customer feedback

Use Case

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

Using SurveyMonkey CX to accomplish the following:
- Send transactional NPS surveys after specific touchpoints and interactions
- Easily get key customer insights with powerful filtering
- Close the feedback loop with customers at scale
- To easily share insights throughout their organization

Results

The surveyed company achieved the following results with SurveyMonkey CX:

Agreed that SurveyMonkey CX helps them to:
- Establish a reliable metric to measure customer experience over time
- Reduce time to insights with robust analytics
- Take action to drive business impact and growth
- Improve customer loyalty
Agreed with the following:
- SurveyMonkey CX is easy to use and get up and running
- SurveyMonkey CX gets you feedback from more of your customers
- SurveyMonkey CX gives you the survey expertise and methodology to run an effective NPS program
- SurveyMonkey CX helps you uncover key customer experience insights quickly
- SurveyMonkey CX provides you the data and insights to make a strong business case
- SurveyMonkey CX’s customer success team provides guidance and expertise to set you up for success
Has seen an increase in their response rates since they began using SurveyMonkey CX.

When it comes to responding to customers, making business decisions, etc., using SurveyMonkey CX, they can take action in days vs. months.
Why they chose SurveyMonkey CX over other solutions evaluated:
- Because it integrates with their system of record
- It’s easier to share custom reports with stakeholders
- Its a great survey experience for their customers
- For the speed to get up and running
- For the robust analytics and data visualizations
- For the automated surveys
- Because it is easier to follow-up with customers within the solution

SurveyMonkey CX Case Study

Spxflow

Introduction

This case study of SPXFLOW is based on a May 2018 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service.

“Overview is better and the way the reports are made with the drill down into countries the ability to go back to customers has increased.”

Challenges

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

Purchased SurveyMonkey CX to solve the following challenges:
- Difficulties analyzing customer satisfaction / NPS data to get meaningful business insights
- An inability to make the data available to the teams that need it
- Poor survey experiences for their customers
Chose SurveyMonkey CX over competitors for the following reasons:
- Ease of use
- Analytics and data visualizations that surface insights
- Automated surveys
- Ability to assign responses to colleagues and follow up with customers
- Great survey experience for our customers

Use Case

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

Reports that SurveyMonkey CX is a helpful component of their strategy.

Results

The surveyed company achieved the following results with SurveyMonkey CX:

Agrees that their CX programs are more effective as a result of using SurveyMonkey CX.
Agrees that they are able to get important insights about their customers faster after using SurveyMonkey CX.
Reports that they are able to take data-driven action (respond to customers, make business decisions) for the first time since using SurveyMonkey CX.
Attributes the increase in their NPS since implementing SurveyMonkey CX to the following:
- They are able to surface actionable insights
- They are sharing results with their team
- Are closing the loop with customers more
- They have not seen an increase
Reports that their response rate was never measured before after implementing SurveyMonkey CX.
Reports that their team saves an unknown amount per month (between setup, data collection, and analysis) by using SurveyMonkey CX.

SurveyMonkey CX Case Study

Medium Enterprise Retail Company

Introduction

This case study of a medium enterprise retail company is based on a May 2018 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“SurveyMonkey CX allows our business to have a universal view of NPS across channels (online and in-store). Also, it allows us to quickly and easily amend questionnaires with seasonal questions.”

Challenges

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

Purchased SurveyMonkey CX to solve the following challenges:
- Difficulties analyzing customer satisfaction / NPS data to get meaningful business insights
- Poor survey experience for their customers
Chose SurveyMonkey CX over competitors for the following reasons:
- Ease of use
- Value for the money

Use Case

The surveyed company reports that SurveyMonkey CX is a helpful component of their customer experience strategy.

Results

The surveyed company achieved the following results with SurveyMonkey CX:

Their CX programs are more effective as a result of using SurveyMonkey CX.
They are able to get important insights about their customers faster after using SurveyMonkey CX.
They can take action (respond to customers, make business decisions) in weeks vs. months since using SurveyMonkey CX.
Their response rate increased by up to 25% after implementing SurveyMonkey CX.

SurveyMonkey CX Case Study

Cintas Corporation

Introduction

This case study of Cintas Corporation is based on a May 2018 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service.

“Customer feedback has been a great resource and easy to use.”

Challenges

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

Purchased SurveyMonkey CX to solve the following challenges:
- Spending excessive time on manual work deploying surveys
- Difficulties analyzing customer satisfaction / NPS data to get meaningful business insights
- Not being able to see a unified view of customer-level and account-level satisfaction
- An inability to make the data available to the teams that need it
- Difficulties managing customer follow-up
- Poor survey experiences for their customers
Chose SurveyMonkey CX over competitors for the following reasons:
- Ease of use
- Analytics and data visualizations that surface insights
- Automated surveys
- Ability to assign responses to colleagues and follow up with customers
- Great survey experience for our customers

Use Case

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

Reports that SurveyMonkey CX is essential to their customer experience strategy.

Results

The surveyed company achieved the following results with SurveyMonkey CX:

Agrees that their CX programs are more effective as a result of using SurveyMonkey CX.
Agrees that they are able to get important insights about their customers faster after using SurveyMonkey CX.
Reports that they can take action (respond to customers, make business decisions) in weeks vs. months since using SurveyMonkey CX.
Attributes the increase in their NPS since implementing SurveyMonkey CX to the following:
- They are monitoring NPS trends over time.
- They are sharing results with their team.
Reports that their response rate was never measured until implementing SurveyMonkey CX.
Reports that their team saves time (between setup, data collection, and analysis) by using SurveyMonkey CX.

SurveyMonkey CX Case Study

Melbourne Property Managers

Introduction

This case study of Melbourne Property Managers is based on a May 2018 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service.

Challenges

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

Purchased SurveyMonkey CX to solve the following challenges:
- Difficulties analyzing customer satisfaction / NPS data to get meaningful business insights
- Not being able to see a unified view of customer-level and account-level satisfaction
Chose SurveyMonkey CX over competitors for the following reasons:
- Ease of use
- Speed to get up and running
- Automated surveys
- Ability to assign responses to colleagues and follow up with customers
- Value for the money
- Great survey experience for our customers

Use Case

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

Reports that SurveyMonkey CX is essential to their customer experience strategy.

Results

The surveyed company achieved the following results with SurveyMonkey CX:

Agrees that their CX programs are more effective as a result of using SurveyMonkey CX.
Agrees that they are able to get important insights about their customers faster after using SurveyMonkey CX.
Reports that they can take action (respond to customers, make business decisions) days vs. weeks since using SurveyMonkey CX.
Attributes the increase in their NPS since implementing SurveyMonkey CX to the following:
- They are able to surface actionable insights
- They are sharing results with their team
- Their improvement actions are more targeted and effective
Response rate has increased by over 100% after implementing SurveyMonkey CX.
Team saves 11-20 hours per month (between setup, data collection, and analysis) by using SurveyMonkey CX.

TechValidate Research on SurveyMonkey CX

10 Case Studies

Navis

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX

Mapi Group

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX

Ammeraal Beltech

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX

Medium Enterprise Hospitality Company

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX

Micromeritics Instrument Corp.

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX

Astro Pak Corporation

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX

Spxflow

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX

Medium Enterprise Retail Company

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX

Cintas Corporation

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX

Melbourne Property Managers

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX