Enterprise-grade survey platform with custom branding, advanced analytics, and integration capabilities. Offers insurance-specific templates for claims satisfaction, policy renewal feedback, agent performance, and digital experience assessment. Includes HIPAA compliance and enhanced security features.
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
SurveyMonkey Enterprise supports survey distribution via email, web link, in-app (with integrations), and SMS. Phone/IVR requires additional integration. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Product offers customizable templates including insurance-specific survey templates. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Branching and skip logic are supported for dynamic survey flows. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous feedback options are a well-documented feature of SurveyMonkey. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Supports multiple response types (text, multiple choice, rating scales, NPS, etc.). | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
Offline data collection is supported via SurveyMonkey Anywhere app. | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Automated survey scheduling and triggers are enabled in Enterprise. | |
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Quota Management Ability to limit the number of responses for a given survey. |
Quota management functionality is available in Enterprise plans. | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique link generation (and tracking completion) is supported. | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Real-time data capture and analytics are standard features. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Partial response capture (save incomplete survey responses) is available. | |
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Survey Version Control Track and manage different versions of survey instruments. |
Survey version control features available for collaborative editing. | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
Third-party panel integration supported via partners like Cint and Lucid. |
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Enterprise provides dynamic real-time analytics dashboards. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
NPS calculation and tracking is a marketed feature. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT scoring is available via reporting and analytics tools. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
Enterprise edition offers sentiment analysis via open-text analytics. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom report creation is available in Enterprise. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trend analysis enabled with time-based analytics dashboards. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Response segmentation by demographics, geography, agent, channel, etc., is available. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Direct export to CSV, Excel, and PDF formats supported. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automated alerts and triggers for negative scores or feedback are available. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Feedback can be linked to specific customer cohorts; agent-level attribution via custom metadata. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Benchmarking internal metrics against external/industry data is available. | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Comprehensive data filtering by various parameters in analytics. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
Automated and scheduled report delivery available. | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Root cause analysis supported with advanced reporting tools. |
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
Native integrations with Salesforce, HubSpot and others advertised. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
API-based and managed integrations available for core insurance systems. | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Zendesk integration available via API and managed connector. | |
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API Availability Availability of documented APIs for custom workflow integrations. |
Comprehensive, documented APIs available in Enterprise. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Webhooks supported in Enterprise plans. | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
SSO and directory synchronization (SAML, SCIM) supported for enterprise clients. | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
Mobile App SDK available for embedding surveys in native apps. | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Import/export of user/customer data and responses enabled. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Enterprise integrates with BI Tools like Tableau/Power BI via export/API. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Supports custom Email/SMS integrations. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
Live chat integrations for feedback available (e.g. Intercom, Zendesk). | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
IVR-based feedback collection can be achieved via integration partners or APIs. | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Custom branding via integration supported. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Supports Zapier and workflow automation integration. | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Role-based access controls available in admin panel. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
User activity/audit logging is available for compliance. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Multi-factor authentication is available in Enterprise. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Single sign-on supported (SAML/OAuth) in Enterprise. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
Delegated administration via custom roles and groups. | |
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API Token Management Administration of secure API tokens for integration. |
API token management available for secure integrations. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
Temporary guest user access supported for auditors/consultants. | |
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Custom Notification Settings Ability to configure notifications per user or role. |
Custom notification settings available per user/role. | |
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User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
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Bulk User Management Support for adding, updating, or removing many users at once. |
Bulk import and user management tools are available. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
Easy user deactivation for offboarding. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Access policy enforcement (password strength, session timeouts, etc.) available. | |
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Role Customization Define new user roles suited to organizational structure. |
Role customization possible within admin controls. |
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Data encryption at rest and in transit is an Enterprise feature, with HIPAA compliance. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
SOC 2 and ISO 27001 compliance is stated on SurveyMonkey Enterprise security documentation. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR/CCPA compliance for US/EU regulatory data protection is highlighted. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Custom retention policies can be configured by administrators. | |
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Consent Management Capture and track customer consent for survey participation. |
Consent tracking is included for GDPR/CCPA, and customizable consent collection. | |
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Audit Logging Tracks all system activities for compliance review. |
Full audit logging for compliance review available. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
PII redaction and anonymization tools exist in Enterprise plans. | |
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Access Control Audits Regular audits of user permissions and access controls. |
User access audits and reporting are Enterprise features. | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Regular vulnerability scanning and management reported in compliance docs. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Data center/global region selection available (data residency). | |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
No information available |
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
Mobile responsive and adaptive survey design is a core product feature. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
Enterprise offers extensive branding/white-labeling. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Surveys support multilingual presentation. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
Built-in incentive and reward management (with integration partners). | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress indicators supported in survey UI. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Accessibility (WCAG) compliance is documented. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Survey personalization and dynamic content fields supported. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Customizable closure and thank-you pages are available. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length and flow fully customizable. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Abandonment reminders (email) available in automation features. | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Image/video embed supported in survey questions. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Estimated completion time can be shown to respondents. |
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-up actions (email, tickets, etc.) available. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Case creation from negative feedback is achievable via integration (e.g., with Zendesk, Salesforce). | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule engine for actions exists (via logic/rules and workflow builder). | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Follow-up task assignment and case management integrations are documented features. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution tracking for negative feedback available (manual or via integration). | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation workflows automatable via integrations and conditional triggers. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
Custom alerts for SLA breach supported in workflow automations. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Direct integration with ticketing systems (Zendesk, etc.) available. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Automatic/manual feedback tagging and categorization tools available. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
Pre-built workflow and automation templates available. |
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Admin dashboard is highly rated for usability. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag-and-drop survey builder confirmed in all documentation. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
Navigation customization available in Enterprise account admin. | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
Bulk actions for managing multiple surveys or responses are supported. | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Onboarding walkthroughs and in-app guidance available. | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
Survey and analytics admin app available on mobile. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User feedback portal is provided for product improvement suggestions. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
No information available |
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Automated load balancing is advertised as part of platform scalability. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery is part of vendor’s compliance/security protocols. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundancy is available for global deployment compliance. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Elastic licensing (add/remove users as needed) available. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Platform includes real-time performance monitoring tools. |
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 support is offered with Enterprise contract. | |
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Live Chat Support Real-time chat with support agents. |
Live chat support available for Enterprise clients. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account management part of Enterprise package. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Extensive online knowledge base is available. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Full onboarding and implementation/training service available. | |
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User Community Forum Peer-to-peer support through online forums. |
Active user-to-user community/support forum available. | |
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Training Webinars Regular group training sessions or webinars. |
Frequent training webinars for users are promoted. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
Custom training delivered for enterprise customers. | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing option available in enterprise proposals. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume-based pricing is available for high-volume feedback clients. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited survey/response plans are available for large enterprises. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trials are available, typically for 14 days, for evaluation. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
Transparent pricing with no hidden transaction or feature fees, as stated in commercial T&Cs. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual and volume discount options available in enterprise negotiation. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract terms available (monthly, annual, multi-year). | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Enterprise quotes break out feature tiers vs. user tiers. |
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