Existing retail and e-commerce customers see huge lift in Black Friday feedback, collecting up to 135% more feedback to fuel an agile approach to customer experience
SAN MATEO, Calif. -- Dec. 16, 2020 -- SurveyMonkey (Nasdaq: SVMK), a leader in agile software solutions for customer experience, market research, and survey feedback, today announced the general availability of the GetFeedback platform. First launched in October, GetFeedback is SurveyMonkey’s multi-channel customer experience (CX) platform that enables organizations to easily capture feedback across all channels, analyze it for trends, and act on it quickly to improve the customer experience.
The GetFeedback platform captures feedback across channels, including on websites, mobile apps, email, and SMS. In-the-moment feedback across digital channels can be captured in a completely frictionless manner so as to not disrupt the online shopping experience. On Black Friday alone, GetFeedback retail customers captured 135% more feedback through their digital channels and 105% more website views compared to an average day in November. E-commerce customers received 80% more pieces of feedback and 128% more website views, totaling 2 billion website views in a single day. This feedback is critical to help companies identify opportunities to add new features, refine the check-out process, and improve overall customer satisfaction. With more customers choosing to do their holiday shopping online during the pandemic, it is critical for retailers to collect valuable feedback across all digital channels to improve the overall customer experience. GetFeedback allows enterprises to gather and transform customer insights into meaningful action in days, not months.
“Customer expectations are changing faster than ever and it’s vital to take action on insights in the moment, not months later when it is no longer relevant,” said Craig Shull, senior vice president and general manager of the GetFeedback platform at SurveyMonkey. “Our customers saw a significant jump in feedback collection on Black Friday—they can use that data to identify problems, iterate quickly, and deliver meaningful experiences that increase customer satisfaction and loyalty. We’ve already seen how our customers have benefitted from GetFeedback and are thrilled to offer it to all audiences.”
SurveyMonkey research found that 80% of CX professionals surveyed say their online customer interactions have increased since COVID-19. It is clear that offering customers a seamless digital experience with agile CX solutions like GetFeedback is critical for sustaining long-term growth during the pandemic and beyond. GetFeedback also offers an integration with Salesforce, empowering companies to get a 360-degree view of the customer where that data lives. With deep Salesforce connectivity, GetFeedback is currently a top-rated customer feedback solution according to the Salesforce AppExchange. Organizations leveraging the GetFeedback platform to rapidly understand and act on customer insights include Crocs, Deckers, Hibbett, Puma, and YETI.
SurveyMonkey is a leader in agile software solutions for customer experience, market research, and survey feedback. The company’s platform empowers over 17 million active users to analyze and act on feedback from employees, customers, website and app users, and market research respondents. SurveyMonkey’s products, enterprise solutions, and integrations enable more than 335,000 organizations to deliver better customer experiences, increase employee retention and unlock growth and innovation. Ultimately, SurveyMonkey's vision is to raise the bar for human experiences by amplifying individual voices.