SurveyMonkey for Business Holiday Extras

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SurveyMonkey Case Study

Holiday Extras

Introduction

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

“SurveyMonkey helps us measure across the entire customer experience.”

“We do have great internal platforms for day to day, but SM is utilized by us for tailor-made needs, where we are focusing on specific elements. Some are one-offs, some are more longer term.

We have been able to set up surveys, obtain answers, adapt surveys, re-send and test key elements of our processes — very useful for this!"

Challenges

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

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 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

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

Events or activities that prompt them to survey customers for feedback:
- After a purchase or transaction

Results

The surveyed company achieved the following results with SurveyMonkey:

Realized a return on their investment after using SurveyMonkey in within 1-3 months.
Level of agreement with what their SurveyMonkey plan has enabled:
- provides them with measurable and actionable data about how their customers feel: strongly agree
- helps them feel confident that they’re asking the right questions: strongly 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: agree
- makes it easier to work cross-functionally to measure and improve their customers’ experience: strongly agree
- helps them better complement personal interactions with measurable insights: strongly agree
SurveyMonkey has the features they need to measure the following:
- How well their product or service fills customers’ needs
- 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
- How likely customers are to purchase from their company or organization again
SurveyMonkey capabilities and features compared to other solutions:
- survey templates: not better
- support team expertise: better
- ease of use: superior
- collaboration features: better
- ability to export data: superior
- ability to manage files and documents used to create surveys: superior
- ability to centralize billing and account management: better

TechValidate Research on SurveyMonkey for Business

Holiday Extras

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey

About This Data