SurveyMonkey for Business Newton Media Ltd.

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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

TechValidate Research on SurveyMonkey for Business

Newton Media Ltd.

Introduction

Challenges

Use Case

Results

Company Profile

About SurveyMonkey

About This Data