[Agnosco]

Now I work for a consultancy specializing in customer loyalty and the connection between customer experiences and profitability, so our needs are of course not representative of all users. We ended up passing on both SurveyMonkey and Qualtrics when we decided to move from our home-built solution and ended up going for Confirmit.

SurveyMonkey is a good survey tool, but although they have some extra additions once you have set up the survey and collected data (visualization and insights sharing), the product just doesn't do enough. If you only want the solid and robust surveying tool, you are almost better off going for Google Forms - simple surveying tools abound. If what you are doing is market research only, then SurveyMonkey doesn't really cut it - there are much stronger tools out there to handle panels, quotas and all the logic that you need to not get bogged down by manual processes.

Most of these Survey tool producers are pivoting into Customer Experience management and are starting to provide tools for handling much deeper parts of organizational processes related to these challenges. This means not only automating customer feedback processes for when it is most relevant for the customer to provide such, but also allowing for collection of data through other means than just surveys, action management systems for automatically creating and managing cases for customers having experienced e.g. unsatisfactory events, allowing for CRM integrations via API, etc.

In the market for handling customer experiences (as well as those for employees), I think SurveyMonkey is in a squeeze.