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What is SurveyMonkey

SurveyMonkey is a popular online survey development software that helps users create, send, and analyze surveys. It was founded in 1999 by Ryan Finley and Chris Finley. The company is headquartered in San Mateo, California, USA. The core purpose of SurveyMonkey is to provide an easy-to-use platform for gathering feedback. For customer experience (CX) teams, SurveyMonkey offers specialized tools to measure customer satisfaction, loyalty, and effort. It allows businesses to collect data through various channels, understand customer sentiments using metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT), and use these insights to improve products, services, and overall brand perception.

SurveyMonkey Features

SurveyMonkey provides a wide range of features designed for customer experience management. Here are some key features:

• Survey Templates: Access a large library of expert-designed templates for common CX metrics, including NPS, CSAT, and Customer Effort Score (CES).
• Custom Survey Builder: Create custom surveys from scratch using a simple drag-and-drop interface with various question types like multiple choice, open-ended, and rating scales.
• Advanced Survey Logic: Implement skip logic, question randomization, and piping to create dynamic and personalized survey experiences for respondents.
• Multiple Distribution Channels: Share surveys through email, web links, social media, or embed them directly on your website or app to reach customers where they are.
• Real-time Analytics and Reporting: Monitor responses as they come in and use the built-in analytics tools to create charts, graphs, and reports. You can filter and cross-tabulate data to find deep insights.
• Voice of the Customer (VOC) Programs: Build and manage comprehensive VOC programs to capture customer feedback across the entire customer journey.
• Integrations: Connect SurveyMonkey with over 200 business applications like Salesforce, Zendesk, and HubSpot to automate workflows and sync data.
• SurveyMonkey Audience: For market research, you can access a global panel of respondents to get feedback from specific target demographics.

SurveyMonkey Pricing Plans

SurveyMonkey offers several pricing tiers to fit different needs, from individuals to large enterprises.

• Basic Plan: This is a free plan with limited features, suitable for very simple surveys and personal use.
• Individual Plans: These paid plans (often named Standard, Advantage, Premier) are for individual professionals. They offer more features than the free plan, such as unlimited questions, more response collectors, and advanced logic options.
• Team Plans: Designed for collaboration, these plans (often named Team Advantage, Team Premier) allow multiple users to work together. They include features like shared asset libraries, user management, and collaborative editing.
• Enterprise Plan: This is a custom solution for large organizations. It includes advanced security features, administrative controls, user permissions, HIPAA compliance, and dedicated support.

SurveyMonkey Free Plan

SurveyMonkey offers a Basic plan, which is free to use. This plan is good for creating simple surveys but has several limitations. Typically, you are limited to a certain number of questions per survey (around 10) and can only collect a limited number of responses (around 40 per survey). The free plan also includes SurveyMonkey branding on the surveys and offers only basic reporting and analysis features.

How to use SurveyMonkey

Getting started with SurveyMonkey for customer experience is a straightforward process.

1. Create an Account: Sign up for a free or paid plan on the SurveyMonkey website.
2. Choose a Template or Start Fresh: Select a pre-built CX template like NPS or CSAT, or choose to build a survey from scratch.
3. Design Your Survey: Use the editor to add questions. You can choose from many question types. Customize the look and feel to match your brand.
4. Add Logic: Apply skip logic to show relevant questions based on previous answers. This makes the survey shorter and more relevant for each person.
5. Distribute Your Survey: Choose how you want to send your survey. You can generate a web link, send it via email using SurveyMonkey's collector, or post it on social media.
6. Collect and Analyze Responses: Watch the responses come in on your dashboard. Use the 'Analyze Results' section to see summaries, charts, and individual responses.
7. Create Reports: Generate and share reports with your team. You can export your data to CSV or PDF for further analysis.

Pros and Cons of SurveyMonkey

Here is a balanced look at the advantages and disadvantages of using SurveyMonkey.

Pros:

• User-Friendly: The platform is very intuitive and easy to use, even for beginners.
• Large Template Library: Offers a vast collection of expert-written templates for many use cases.
• Powerful Analytics: Provides robust tools for analyzing data and creating professional reports.
• Strong Integration Capabilities: Connects with many popular business and marketing applications.
• Trusted Brand: SurveyMonkey is a well-known and reputable name in the survey industry.

Cons:

• Limited Free Plan: The free version has significant restrictions on questions and responses.
• Cost: Paid plans can be expensive, especially for teams and enterprises needing advanced features.
• Response Limits: Some paid plans still have limits on the number of responses you can collect per month or year.
• Customization Limits: While customizable, the design options may not be as flexible as some competitors.

SurveyMonkey integrations

SurveyMonkey integrates with a wide variety of business applications to help you automate your workflows and centralize your data. Here are some of the key integrations:

• Salesforce: Sync survey responses directly to contact, lead, or custom object records in Salesforce to enrich your customer data.
• Zendesk: Automatically send customer satisfaction surveys after a support ticket is closed and view feedback within Zendesk.
• HubSpot: Connect survey data with your HubSpot contacts to better segment your audience and personalize marketing campaigns.
• Microsoft Teams: Receive survey response notifications and share results directly within your Teams channels.
• Slack: Get real-time notifications for new survey responses and share insights with your team in Slack.
• Mailchimp: Easily send surveys to your Mailchimp email lists and sync data between the two platforms.
• Tableau: Export your survey data to Tableau for advanced data visualization and business intelligence analysis.

SurveyMonkey Alternatives

If SurveyMonkey is not the right fit, consider these alternatives:

• Qualtrics: An enterprise-level experience management platform. It is more powerful and complex than SurveyMonkey, making it suitable for in-depth academic and market research.
• Typeform: Known for its beautiful, conversational survey design. It focuses on user engagement and provides a more interactive experience for respondents.
• Google Forms: A completely free and simple tool for creating basic surveys and forms. It is part of the Google Workspace and integrates well with Google Sheets.
• Jotform: A highly versatile online form builder that offers extensive customization, advanced conditional logic, and a large number of integrations. It is more than just a survey tool.
• Zoho Survey: Part of the Zoho suite of business apps, it offers a good balance of features, affordability, and integrations, especially for users already in the Zoho ecosystem.

SurveyMonkey API

Yes, SurveyMonkey provides a developer API that allows you to integrate survey functionality directly into your own applications. With the API, you can programmatically create and manage surveys, add collectors, and retrieve survey responses and analysis.

To get an API key, you need to create a SurveyMonkey developer account and register your application. This process is free. You can find documentation and manage your apps on the SurveyMonkey Developer Portal.

Here is a simple example in Python of how to use the API to get a list of your surveys:

import requests

# Your API access token
access_token = 'YOUR_ACCESS_TOKEN'

# API endpoint for getting surveys
url = 'https://api.surveymonkey.com/v3/surveys'

# Set up the headers with your token
headers = {
    'Authorization': f'Bearer {access_token}',
    'Content-Type': 'application/json'
}

# Make the GET request
response = requests.get(url, headers=headers)

# Print the response
if response.status_code == 200:
    print('Successfully retrieved surveys:')
    print(response.json())
else:
    print(f'Error: {response.status_code}')
    print(response.text)

SurveyMonkey Affiliate Program

SurveyMonkey has an affiliate program that allows partners to earn commissions by referring new customers. The program is managed through the CJ Affiliate network. Affiliates earn a commission on the first payment for any new customer who signs up for a paid plan through their unique referral link. The commission rate is typically a percentage of the sale.

To join, you need to apply to the SurveyMonkey program on the CJ Affiliate website. Once approved, you will get access to marketing materials like banners and links to promote SurveyMonkey. Payments are handled by CJ Affiliate and are usually sent out monthly, provided you meet the minimum payment threshold.