SurveyMonkey CX Spxflow

SurveyMonkey CX Case Study

Spxflow

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.”

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

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

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.