TechValidate Customer Research Library / SurveyMonkey

TechValidate Research on SurveyMonkey GetFeedback (Digital)

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



513 Data Points Collected

11 Published TechFacts

3 Published Charts

4 Published Case Studies



Selected Research Highlights


GetFeedback Customer Testimonial

GetFeedback helps us quickly create surveys and modify them. Various departments within the business have different needs and we’re now able to set up surveys and modify them swiftly through GetFeedback.

— Ozgur Gemici, CX Manager, Virgin MEA

Source: Ozgur Gemici, CX Manager, Virgin MEA
Validated
  Published: Nov. 22, 2021   TVID: E98-2B1-409

GetFeedback Customer Research

How is GetFeedback used?

How are you using GetFeedback?

Product experience and development improvement
79%
Support experience
57%
Conversation optimization of digital channels
32%
Measure the quality of marketing content
30%
Customer loyalty
27%
Lead/Customer data enrichment
23%
Source: TechValidate survey of 56 users of GetFeedback
Validated
  Published: Nov. 22, 2021   TVID: 2B1-9B1-8AF

GetFeedback Customer Testimonial

We have released a new product in multiple territories and GetFeedback has been a great aid in understanding where the real frictional points have occurred.

— Adam Walker, Product Marketing Manager, William Hills Online

Source: Adam Walker, Product Marketing Manager, William Hills Online
Validated
  Published: Nov. 22, 2021   TVID: 756-F0C-979

GetFeedback Case Study

Small Business Financial Services Company

Introduction

This case study of a small business financial services company is based on a July 2020 survey of GetFeedback customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

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“GetFeedback has had the most significant impact so far on our Editorial team. We are capturing a high volume of regular feedback which our editors are using to improve the quality of our content.”

Challenges

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

  • Main reasons they are using GetFeedback:
    • A lack of an understanding of customers
    • Difficulty taking action on feedback
    • Challenges connecting feedback data and customer data
    • A desire to continuously collect real-time feedback across multiple channels (email, web, in-app, etc.)
  • Top business challenges GetFeedback has helped them to address:
    • A need to prove ROI of investing in customer experience
    • A need to drive action across the organization to improve business results
    • A need for greater prioritization of the product roadmap

Use Case

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

  • GetFeedback products they are currently using:
  • GetFeedback Digital (website and in-page)
  • How they are using GetFeedback:
    • To measure the quality of marketing content
    • For the conversation optimization of digital channels
    • For product experience and development improvement
  • Confirmed that it took them under a month to get up and running with GetFeedback.

    • Results

    The surveyed company achieved the following results with GetFeedback:

    • Level of agreement that GetFeedback enables them to:
      • delivers the fastest time to value in the market: strongly agree
      • is easy to use: strongly agree
      • integrates easily with many other technology solutions: agree
      • makes feedback actionable: strongly agree
      • allows you to analyze feedback across multiple channels easily: neither agree nor disagree
    • Confirmed that since using GetFeedback, they can take action on customer feedback in days vs. months.
    • Improvement realized in the following metrics since leveraging GetFeedback:
    • Response Rates: Notable improvement
    • CSAT (Customer Satisfaction): Improvement
    • CES (Customer Effort Score): No improvement / Not measured
    • NPS (Net Promoter Score): No improvement / Not measured
    • Retention Rate: No improvement / Not measured

    Company Profile

    The company featured in this case study asked to have its name publicly blinded because publicly endorsing vendors is against their policies.

    TechValidate stands behind the authenticity of this data.

    Company Size:
    Small Business

    Industry:
    Financial Services

    About Usabilla

    SurveyMonkey is an online survey development cloud-based software as a service company. SurveyMonkey solutions make it fast and simple for organizations to collect feedback and share insights, so they can provide better experiences for their customers, employees, prospects, and communities.

    Learn More:

    SurveyMonkey

    Usabilla

    Source: TechValidate survey of a Small Business Financial Services Company
    Validated
      Published: Nov. 22, 2021   TVID: 6D6-1B8-B6B

    Usabilla Customer Research

    Reasons for using GetFeedback

    What are the main reasons your company is using GetFeedback?

    Lacked an understanding of customers
    54%
    Wanted to continuously collect real-time feedback across multiple channels (email, web, in-app, etc.)
    52%
    Needed an automated/programmatic way to send out surveys
    39%
    Challenge connecting feedback data and customer data
    36%
    Difficult to take action on feedback
    23%
    Source: TechValidate survey of 56 users of Usabilla
    Validated
      Published: Nov. 22, 2021   TVID: 0C3-578-CBB

    GetFeedback Case Study

    Medium Enterprise Agriculture Company

    Introduction

    This case study of a medium enterprise agriculture company is based on a July 2020 survey of GetFeedback customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

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    Embed

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    “It’s very easy way to know what our Customers feel and what are they thinking about us”

    Challenges

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

    • Main reasons they are using GetFeedback:
      • A lack of an understanding of customers
      • Difficulty taking action on feedback
      • Challenges connecting feedback data and customer data
      • A desire to continuously collect real-time feedback across multiple channels (email, web, in-app, etc.)
    • Top business challenges GetFeedback has helped them to address:
      • A need to prove ROI of investing in customer experience
      • A need to drive action across the organization to improve business results
      • A need to connect feedback to individual customer profiles

    Use Case

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

    • GetFeedback products they are currently using:
    • GetFeedback Digital
  • How they are using GetFeedback:
    • For product experience and development improvement
    • For support experience
  • With GetFeedback’s Salesforce integration, they can now:
    • View all of their customer data and feedback data in one place
    • Map feedback to any standard or custom object in Salesforce
    • Take action on feedback data
  • Confirmed that it took them under a week to get up and running with GetFeedback.

    • Results

    The surveyed company achieved the following results with GetFeedback:

    • Level of agreement that GetFeedback enables them to:
      • delivers the fastest time to value in the market: agree
      • is easy to use: strongly agree
      • integrates easily with many other technology solutions: agree
      • makes feedback actionable: agree
      • allows you to analyze feedback across multiple channels easily: agree
    • Confirmed that since using GetFeedback, they can take action on customer feedback for the first time.
    • Improvement realized in the following metrics since leveraging GetFeedback:
    • Response Rates: No improvement / Not measured
    • CSAT (Customer Satisfaction): Improvement
    • CES (Customer Effort Score): Improvement
    • NPS (Net Promoter Score): Improvement
    • Retention Rate: No improvement / Not measured

    Company Profile

    The company featured in this case study asked to have its name publicly blinded because publicly endorsing vendors is against their policies.

    TechValidate stands behind the authenticity of this data.

    Company Size:
    Medium Enterprise

    Industry:
    Agriculture

    About Usabilla

    SurveyMonkey is an online survey development cloud-based software as a service company. SurveyMonkey solutions make it fast and simple for organizations to collect feedback and share insights, so they can provide better experiences for their customers, employees, prospects, and communities.

    Learn More:

    SurveyMonkey

    Usabilla

    Source: TechValidate survey of a Medium Enterprise Agriculture Company
    Validated
      Published: Nov. 22, 2021   TVID: E5D-F28-B44


    More to Explore

    All TechFacts (11)

    All Research Charts (3)

    All Case Studies (4)


    About SurveyMonkey GetFeedback (Digital)

    Founded in 2009, Usabilla experienced phenomenal growth and is now a leading digital Voice of Customer solution, trusted by major brands around the globe. With offices in New York, London, Berlin, Amsterdam, and Sydney, we all share one mission: Make digital experiences better by empowering enterprises to put their customers at the heart of their strategy. In April 2019, Usabilla was acquired by SurveyMonkey, a global leader in survey software. Combining Usabilla’s drive to “start asking why” with SurveyMonkey’s mission to “power the curious,” it's a powerful partnership.

    SurveyMonkey GetFeedback (Digital) Website   SurveyMonkey Website



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