GetFeedback

What is GetFeedback

GetFeedback is a customer experience (CX) platform designed to help businesses understand and improve their customer journey. It is a product by SurveyMonkey, a global leader in survey software. The core purpose of GetFeedback is to collect feedback from customers at various touchpoints and integrate that data with other business systems, most notably Salesforce. This allows companies to get a complete view of customer sentiment and behavior. The platform enables businesses to create and distribute branded, mobile-friendly surveys through multiple channels like email, SMS, and websites. By combining feedback with operational data, organizations can identify areas for improvement, respond to customer needs in real time, and make data-driven decisions to enhance customer loyalty and retention. SurveyMonkey, the parent company, was founded in 1999 and is headquartered in San Mateo, California.

GetFeedback Features

• Multi-channel Survey Distribution: Reach customers wherever they are. You can send surveys through email, SMS, and embed them directly on your website or in your mobile app. It also supports offline feedback collection for environments like kiosks.
• Survey Templates: Start quickly with pre-built templates for common CX metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Custom Branding: Customize the look and feel of your surveys to match your company's brand, creating a seamless experience for your customers.
• Deep Salesforce Integration: GetFeedback offers a native, powerful integration with Salesforce. You can map survey responses to any object in Salesforce, enriching customer profiles with direct feedback. This allows for creating detailed reports and dashboards within Salesforce.
• Real-time Alerts and Automation: Set up automated workflows to act on feedback instantly. For example, create a Salesforce case automatically when a customer leaves a negative review or send a Slack notification to the team for immediate follow-up.
• Advanced Targeting: Use customer data from your CRM to send highly targeted and relevant surveys. This ensures you ask the right questions to the right customer segments at the right time.
• Analytics and Dashboards: Visualize feedback data with intuitive dashboards. Track key CX metrics over time, segment feedback by customer attributes, and identify trends to understand the root causes of customer satisfaction or dissatisfaction.

GetFeedback Pricing Plans

GetFeedback offers several pricing tiers designed to meet the needs of different business sizes. While specific prices are not publicly listed, the plans are structured to provide increasing levels of functionality and support.

• Essentials Plan: This plan is suitable for small teams or businesses just starting their CX program. It includes core survey creation tools, basic distribution channels, and standard reporting features.
• Pro Plan: Aimed at growing businesses, this tier includes everything in the Essentials plan plus advanced features like more customization options, workflow automation, and key integrations, including the powerful Salesforce integration.
• Ultimate Plan: This is the enterprise-level offering for large organizations. It provides the most comprehensive set of features, including advanced analytics, enterprise-grade security, dedicated support, and access to all integrations and distribution channels.

GetFeedback Free Plan

GetFeedback does not offer a perpetual free plan. However, it provides a free trial for businesses to explore the platform's features and capabilities. The trial typically gives you access to most of the premium features for a limited time, allowing you to build surveys, test integrations, and see how the platform can work for your organization. To get started, you usually need to request a demo or sign up for a trial on their website.

How to use GetFeedback

Getting started with GetFeedback involves a straightforward process to begin collecting and acting on customer feedback.

1. Sign Up and Connect: First, sign up for a GetFeedback account and connect it to your CRM, such as Salesforce. This integration is key to leveraging customer data for targeting and analysis.
2. Create Your Survey: Choose a pre-built template (like NPS or CSAT) or create a survey from scratch using the intuitive drag-and-drop editor. Customize the questions, logic, and branding to fit your needs.
3. Choose Your Distribution Channel: Decide how you want to send your survey. You can email a list of customers, send it via SMS, embed it on a webpage after a purchase, or use a pop-up in your mobile app.
4. Configure Automation: Set up rules to automate actions based on survey responses. For example, trigger an alert to your support team for any response with a score below 3, or send a thank-you email for positive feedback.
5. Analyze the Results: As responses come in, monitor your dashboard in real-time. Analyze trends, filter results by customer segments, and read individual comments to understand the 'why' behind the scores.
6. Close the Loop: Use the insights to take action. Follow up directly with customers who provided feedback, share insights with relevant teams (product, marketing, support), and make strategic improvements to your products or services.

Pros and Cons of GetFeedback

Pros:

• Excellent Salesforce Integration: Its native integration with Salesforce is a major advantage, allowing for deep data enrichment and workflow automation within the CRM.
• User-Friendly Interface: The platform is known for being easy to use, with a simple survey builder and clear dashboards.
• Multi-channel Capabilities: It effectively collects feedback from various customer touchpoints, providing a holistic view of the customer experience.
• Action-Oriented: The tool is designed not just to collect data, but to enable quick action through real-time alerts and automated workflows.

Cons:

• Pricing: It can be more expensive compared to basic survey tools, making it less accessible for very small businesses.
• Salesforce-Centric: While its Salesforce integration is a strength, businesses that do not use Salesforce may not be able to utilize its full potential.
• Limited Advanced Analytics: Compared to some enterprise-level CX platforms, its standalone analytics capabilities might be less extensive, relying heavily on the integrated CRM for deep analysis.

GetFeedback integrations

GetFeedback integrates with a variety of business applications to help you centralize customer feedback and automate workflows. The most prominent integration is with Salesforce, but it also connects with other essential tools.

• Salesforce: Offers a native, bi-directional integration. You can map survey data to any standard or custom object in Salesforce, trigger surveys based on Salesforce events, and view feedback directly on customer records.
• Slack: Send real-time notifications of new survey responses to designated Slack channels. This keeps your team informed and enables quick collaboration on customer issues.
• Microsoft Teams: Similar to the Slack integration, you can push feedback directly into Microsoft Teams channels to facilitate immediate team awareness and action.
• Zendesk: Create or update Zendesk tickets based on survey feedback, helping support teams to manage and resolve customer issues more efficiently.
• Jira: Automatically create Jira issues from customer feedback, which is useful for product teams to track bugs or feature requests reported by users.

GetFeedback Alternatives

• Qualtrics CustomerXM: An enterprise-grade experience management platform that is extremely powerful and versatile. It offers more advanced research and analytics capabilities but is also more complex and expensive than GetFeedback.
• Medallia: A leading CX platform focused on capturing customer signals across numerous channels. It is known for its operational CX capabilities and is a strong competitor in the enterprise market.
• SurveySparrow: This tool focuses on creating conversational, chat-like surveys to increase engagement and response rates. It is a good alternative for businesses looking for a more interactive survey experience.
• AskNicely: A platform that specializes in collecting feedback using the Net Promoter Score (NPS) framework. It is designed for service-based businesses to motivate frontline teams and improve customer retention.
• Typeform: Known for its beautifully designed, one-question-at-a-time surveys. While not a dedicated CX platform, it is a great alternative for creating engaging surveys and forms.

GetFeedback API

Yes, GetFeedback provides API access for developers, primarily through the robust SurveyMonkey API. This allows for building custom integrations and automating processes beyond the standard offerings. Developers can use the API to programmatically manage surveys, distribute them, and retrieve response data to use in other applications.

To get an API key, you typically need to:

1. Create a developer account on the SurveyMonkey Developer Portal.
2. Register a new application to receive your API key and client secret.
3. Use these credentials to authenticate your API requests.

Here is a basic example of how to fetch a list of surveys using a cURL command:

curl -i -X GET -H "Authorization:bearer YOUR_ACCESS_TOKEN" -H "Content-Type: application/json" https://api.surveymonkey.com/v3/surveys

For full documentation and more examples, developers should visit the official SurveyMonkey Developer portal.

GetFeedback Affiliate program

GetFeedback is part of SurveyMonkey, which offers a partner program rather than a traditional affiliate program. The program is designed for businesses that want to integrate their technology with SurveyMonkey products, resell solutions, or collaborate on marketing efforts. There are different partner tiers, such as Technology App Partners and Solution Partners.

To join, interested parties usually need to apply through the SurveyMonkey partner page. The application will be reviewed, and if approved, you will get access to resources, technical support, and co-marketing opportunities. Commission rates and revenue-sharing models are typically customized based on the nature of the partnership and are not publicly disclosed. For individuals or influencers, it is best to contact their partnership team directly to inquire about potential collaboration opportunities.