SurveyMonkey GetFeedback (Digital) Case Studies

GetFeedback Case Study

Medium Enterprise Consumer Products Company

Introduction

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

“GetFeedback is helping us gather customer feedback for the first time. We were able to discover a filter issue on our site that we are now addressing thanks to GetFeedback.”

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
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

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:

To measure the quality of marketing content
For support experience

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: strongly agree
- is easy to use: strongly agree
- integrates easily with many other technology solutions: strongly agree
- makes feedback actionable: strongly agree
- allows you to analyze feedback across multiple channels easily: strongly 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: Notable improvement
CSAT (Customer Satisfaction): Minimal improvement
CES (Customer Effort Score): Minimal improvement
NPS (Net Promoter Score): Minimal improvement
Retention Rate: Minimal improvement

GetFeedback Case Study

China Southern Airlines

Introduction

This case study of China Southern Airlines is based on a July 2020 survey of GetFeedback customers by TechValidate, a 3rd-party research service.

“The UX team and Sales Requirement Management in the Sales department uses GetFeedback. We help the product team get feedback quickly through campaigns on the app channel. GetFeedback is cost-effective and quick and easy to use.”

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
- Need for an automated/programmatic way to send out surveys
- 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 for a better understanding of what’s impacting retention rates
- 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 (website and app)

How they are using GetFeedback:

For product experience and development improvement
For support experience
To capture customer loyalty

Confirmed that it took them over 6 months 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: strongly agree
Confirmed that since using GetFeedback, they can take action on customer feedback in weeks vs. months.
Improvement realized in the following metrics since leveraging GetFeedback:

Response Rates: Notable improvement
CSAT (Customer Satisfaction): Improvement
CES (Customer Effort Score): Minimal improvement
NPS (Net Promoter Score): Improvement
Retention Rate: Improvement

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.

“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

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.

“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

TechValidate Research on SurveyMonkey GetFeedback (Digital)

4 Case Studies

Medium Enterprise Consumer Products Company

Introduction

Challenges

Use Case

Results

Company Profile

About Usabilla

China Southern Airlines

Introduction

Challenges

Use Case

Results

Company Profile

About Usabilla

Medium Enterprise Agriculture Company

Introduction

Challenges

Use Case

Results

Company Profile

About Usabilla

Small Business Financial Services Company

Introduction

Challenges

Use Case

Results

Company Profile

About Usabilla