On July 30, 2024, SurveyMonkey, a global leader in online surveys and forms, announced a new offering: SurveyMonkey for CX. This user-friendly, all-in-one solution aims to help business owners, customer experience professionals, and marketers improve customer interactions. The platform leverages the SurveyMonkey Enterprise platform, featuring SSO, data encryption, access controls, and HIPAA-compliant features to protect sensitive customer data.
SurveyMonkey for CX provides a range of tools to understand the customer journey without the complexity or cost of other platforms. Users can leverage AI-generated surveys and conversational analysis, utilizing GPT-powered capabilities in SurveyMonkey Genius® to create sound surveys and identify actionable insights quickly.
The platform enables benchmarking of customer experience with metrics such as customer satisfaction score (CSAT), Net Promoter Score (NPS®), and customer effort score (CES). It also supports multichannel feedback collection, capturing input via email, web, SMS, social media, and in-app, ensuring comprehensive customer reach.
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With over 200 seamless integrations, the platform connects with analytics tools, CRMs, and more, including Salesforce, Marketo, HubSpot, Power BI, and Tableau. This integration offers teams a comprehensive view of customer feedback data.
SurveyMonkey’s recent research highlights the importance of customer experience, with 83% of CX professionals recognizing its critical role in company strategy. Additionally, 66% report a focus on CX goals by leadership, marking a 28-point increase from the previous year. However, the study notes a gap between consumer expectations and company investments in CX, particularly in quick issue resolution.
“In today’s competitive market, companies must align with customer needs,” said Priya Gill, global head of marketing at SurveyMonkey. “Excellent customer experience is a key differentiator. SurveyMonkey for CX facilitates customer feedback collection, ensuring all teams treat every touchpoint as an opportunity to enhance loyalty and drive growth.”
Leading brands like the Golden State Warriors, Box, and Greyhound trust SurveyMonkey for their customer experience needs.