SurveyMonkey CX Micromeritics Instrument Corp.

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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

TechValidate Research on SurveyMonkey CX

Micromeritics Instrument Corp.

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey CX

About This Data