Original Research on SurveyMonkey for Business

SurveyMonkey Case Study

Newton Media Ltd.

Introduction

This case study of Newton Media Ltd. is based on a February 2020 survey of SurveyMonkey customers by TechValidate, a 3rd-party research service.

“On our events side, it has had a big impact. We are now able to produce bespoke events the market wants. We have seen a big increase in attendance at our events.”

Challenges

Key challenges that led them to use SurveyMonkey for customer feedback:

They needed an automated solution that empowers gathering actionable customer feedback at scale
They needed a better way to empower key stakeholders to collaborate on getting customer feedback
They wanted an automated solution to help measure customer feedback more frequently
They wanted a scalable way to gather customer feedback that complements their personal customer interactions
They wanted a way to ensure that they are not missing opportunities to improve the customer experience

Use Case

Events or activities that prompt them to survey customers for feedback:

After customers are browsing their company/organization’s website
At specific points in time (e.g. annually, quarterly)
After a support call, webchat, or email
After customer events

Results

The surveyed company achieved the following results with SurveyMonkey:

Realized a return on their investment after using SurveyMonkey in within 4-6 months.
Level of agreement with what their SurveyMonkey plan has enabled:
- Provides them with measurable and actionable data about how their customers feel: agree
- Reduces the time it takes to get actionable customer feedback: agree
- Makes the process of getting customer feedback less manual: strongly agree
- Makes it easier to work cross-functionally to measure and improve their customers’ experience: agree
- Helps them better complement personal interactions with measurable insights: agree
SurveyMonkey has the features they need to measure the following:
- If customers would recommend their product or service
- What customers like and dislike about their product or service
- How customers would rate their interactions with their company or organization
SurveyMonkey capabilities and features compared to other solutions:
- Survey templates: better
- Support team expertise: better
- Ability to export data: better

SurveyMonkey Customer Satisfaction Rating

Paula Davis, an Executive at the University of Pittsburgh, would be very likely to recommend SurveyMonkey for this reason:

VERY easy to use; varied report options. Excellent template and question banks.

SurveyMonkey Customer Testimonial

I recently used SurveyMonkey to obtain feedback from research coordinators at 18 hospitals in our national research network to determine whether the committee is operating effectively and serving its purpose for each site. We identified several directions in which the committee can move in order to better support its members.

— Kyle Pimenta, Senior Clinical Researcher Coordinator, University of California, Davis

SurveyMonkey Case Study

TTA International

Introduction

This case study of TTA International is based on a February 2020 survey of SurveyMonkey customers by TechValidate, a 3rd-party research service.

“It is an easy, quick and clear way to ask feedback, whereas we used to ask people for their input manually causing extra administration.”

Challenges

Key challenges that led them to use SurveyMonkey for customer feedback:

They needed an automated solution that empowers gathering actionable customer feedback at scale
They wanted a scalable way to gather customer feedback that complements their personal customer interactions

Use Case

Events or activities that prompt them to survey customers for feedback:

At specific points in time (e.g. annually, quarterly)
After customer events

Results

The surveyed company achieved the following results with SurveyMonkey:

Realized a return on their investment after using SurveyMonkey in within 4-6 months.
Level of agreement with what their SurveyMonkey plan has enabled:
- Provides them with measurable and actionable data about how their customers feel: agree
- Helps them feel confident that they’re asking the right questions: agree
- Makes it easier for their organization to measure how they’re tracking against customer-oriented goals: strongly agree
- Reduces the time it takes to get actionable customer feedback: strongly agree
- Makes the process of getting customer feedback less manual: strongly agree
- Makes it easier to work cross-functionally to measure and improve their customers’ experience: agree
- Helps them better complement personal interactions with measurable insights: agree
SurveyMonkey has the features they need to measure the following:
- How well their product or service fills customers’ needs
- What customers like and dislike about their product or service
- How customers would rate their interactions with their company or organization
SurveyMonkey capabilities and features compared to other solutions:
- Survey templates: superior
- Support team expertise: better
- Ease of use: superior
- Ability to export data: superior
- Ability to manage files and documents used to create surveys: better
- Ability to centralize billing and account management: better

TechValidate Research on SurveyMonkey for Business

These pages present data that TechValidate has sourced via direct research with verified customers and users of SurveyMonkey for Business. TechValidate stands behind the authenticity of all published data. Learn more »

About TechValidate Research

Selected Research Highlights

Newton Media Ltd.

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey

TTA International

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey

More to Explore

About SurveyMonkey for Business

SurveyMonkey is the world’s leading People Powered Data platform enabling curious individuals and companies – including 99% of the Fortune 500 – to have conversations at scale with the people who matter most.