TechValidate Research on SurveyMonkey CX

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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.

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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.

Company Profile

Company:
Melbourne Property Managers

Company Size:
Small Business

Industry:
Real Estate

About SurveyMonkey CX

SurveyMonkey CX is a turn-key NPS solution with powerful features designed to collect, understand, and act on your customer feedback.

Learn More:

SurveyMonkey

SurveyMonkey CX

Source: Katie Archer, Customer Experience, Melbourne Property Managers
Validated
  Published: Jul. 9, 2018   TVID: BFF-6AF-C8F




About This Data

This data was sourced directly from verified users of SurveyMonkey CX by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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