Customizable survey platform with insurance-specific templates, advanced logic, and workflow automation. Features include HIPAA compliance, secure data handling, and integration capabilities with insurance systems. Offers specialized modules for claims feedback, policy renewal surveys, and agent performance assessment.
More about Alchemer (formerly SurveyGizmo)
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. |
Alchemer documentation and marketing describe email, SMS, web link, and in-app survey distribution as standard features. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Alchemer advertises 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. |
Advanced logic (including branching and skip logic) is specifically called out as a feature. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous survey collection and anonymous response settings are options within Alchemer according to its knowledge base. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Platform supports a variety of question types including text, multiple choice, NPS, and rating scales. | |
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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. |
Documentation states offline data collection is supported using the mobile app for field data gathering. | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Survey scheduling and automation workflows are promoted, including triggers after insurance interactions. | |
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Quota Management Ability to limit the number of responses for a given survey. |
Quota management (response caps) is offered for targeted survey research. | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique and trackable links are standard in the Alchemer survey distribution features. | |
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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 is fundamental and noted as a feature in marketing and support guides. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Alchemer can save incomplete responses for later analysis, per documentation. | |
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Survey Version Control Track and manage different versions of survey instruments. |
Version control for survey instruments is listed in the advanced survey design controls. | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
Third-party panel integration supported via partner integrations and API. |
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Real-time analytics dashboard highlighted in product UI screenshots. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
Supports automatic calculation and tracking of Net Promoter Score (NPS). | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
Customer Satisfaction (CSAT) calculation is a standard reporting feature. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
Text analytics for sentiment analysis included with higher-tier Alchemer plans. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom reports can be generated for teams and management according to user documentation. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trend analysis visualizations present in analytics dashboards. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Advanced segmentation by agent, geography, and customer cohort are available. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Data export in CSV, Excel, and PDF formats is a listed data handling feature. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Customizable alerts and triggers can be configured when certain feedback conditions are met. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Can attribute survey feedback to specific agents/interactions via CRM integration. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Industry benchmarking support with historical and industry data comparisons available. | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Filtering by date, product line, channel, and more is standard in reporting views. | |
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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. |
Reports can be scheduled and sent automatically per support resources. | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Root cause analysis for service issues is supported via analytics modules. |
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
Native integrations listed for Salesforce, HubSpot, and other CRM tools. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Integrates with insurance claims and policy admin systems per product site. | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Provides integrations with Zendesk, ServiceNow, and Freshdesk according to integration guide. | |
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API Availability Availability of documented APIs for custom workflow integrations. |
API access and workflow automation highlighted as differentiators for enterprise clients. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Supports outbound webhooks for event-driven integrations. | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
Single sign-on (SSO) with enterprise identity directory sync available. | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
SDKs and APIs available for embedding surveys in mobile financial/insurance apps. | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
CSV import/export and integrations with Excel/BI tools provided. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Integrates out-of-the-box with BI platforms like Tableau and Power BI. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Email and SMS gateway integration supported with custom connectors. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
Live chat feedback capture possible via integrations and API. | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
No information available | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Branding options supported, including via integrations. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Compatible with Zapier, Power Automate, and similar workflow tools. | |
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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 with advanced permissions. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
User activity logging and audit trails available for compliance. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Multi-factor authentication (MFA) supported for user logins. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Enterprise SSO supported in product documentation. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
No information available | |
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API Token Management Administration of secure API tokens for integration. |
Admin interface for secure API token management provided. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
No information available | |
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Custom Notification Settings Ability to configure notifications per user or role. |
No information available | |
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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 user creation and management supported by admin portal. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
Easy user deactivation and provisioning supported in user admin features. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
No information available | |
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Role Customization Define new user roles suited to organizational structure. |
Customizable user roles can be defined by organization administrators. |
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Alchemer encrypts data both at rest and in transit per product security statement. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
No information available | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
Support site covers GDPR/CCPA compliance for feedback data collection. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Custom data retention policies are configurable at the client or survey level. | |
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Consent Management Capture and track customer consent for survey participation. |
Consent management (including e-signature) is listed for regulated industries such as insurance. | |
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Audit Logging Tracks all system activities for compliance review. |
Audit logging is a specific feature for HIPAA and regulated industry compliance. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
PII redaction and anonymization supported for sensitive data via form settings. | |
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Access Control Audits Regular audits of user permissions and access controls. |
No information available | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Vulnerability management included under regular product security protocols. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Alchemer offers US and EU data hosting options for regulatory compliance. | |
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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. |
Surveys are responsive and optimized for any device per product info. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
Extensive theming and white-labeling/branding capabilities described on the provider site. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Multilingual survey delivery and editing is supported for insurance markets. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
No information available | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Survey design includes custom progress indicators (bars/pages) for respondents. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
WCAG accessibility compliance included in product literature. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Personalized content and dynamic question insertion available. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Support for thank-you and closure pages after survey completion. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length customization available with controls per survey and use case. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Abandonment reminder triggers can be set for incomplete survey attempts. | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Image and video questions supported in survey design UI. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Estimated completion time is a built-in survey setting. |
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups configurable based on score/response. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Case/ticket creation from negative responses available via API and workflow integrations. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule engines allow for advanced pattern/action workflows. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Tasks can be assigned to teams/agents based on follow-up logic. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution tracking, especially for claims/service surveys, included. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation rules and workflows for unresolved issues configurable. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
Manager notification triggers for SLA breaches available. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Integrates with customer service ticketing systems such as Zendesk and ServiceNow. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Automatic and manual tagging/categorization features in survey admin UI. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
Pre-built automation templates are distributed with the platform. |
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Admin dashboard designed for clarity and ease-of-use. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag-and-drop survey builder is a core part of the platform. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
Navigation can be customized to match client processes. | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
Bulk editing and actions available for survey and response management. | |
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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. |
Guided walkthroughs and onboarding flows for new users are present. | |
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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. |
Mobile admin functions are possible via responsive portal or dedicated admin app. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
Public feedback portal is an option for user and client input. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
Custom layouts and themes can be selected by clients. |
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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. |
Dynamic scaling and automated load balancing highlighted for high-traffic use. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Written disaster recovery policy and regular testing documented in compliance statements. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
No information available | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
No information available | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
No information available |
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 support available for enterprise and regulated markets. | |
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Live Chat Support Real-time chat with support agents. |
Live chat technical support is listed. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
No information available | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Self-service documentation and knowledge base are maintained. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Implementation assistance and onboarding services are available. | |
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User Community Forum Peer-to-peer support through online forums. |
No information available | |
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Training Webinars Regular group training sessions or webinars. |
Training webinars are offered for administrators and users. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
No information available | |
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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 available as a published option. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume-based pricing offered for high-volume insurance clients. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited surveys/responses in some enterprise plans (per pricing page). | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial offered for new customers. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
No hidden fees claimed in pricing FAQs. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual and bulk purchase discounting offered. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract terms available for monthly and annual plans. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Pricing tiers and feature breakdowns listed transparently. |
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