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SurveyMonkey

also referred to as: survey monkey

15 statements across 3 episodes · 6 bullish · 2 bearish · 3 people on the record · first statement Oct 9, 2018 by Tom Hale · said 37 times in 7 episodes since 2018 · across every show →

Mentions by year

brought up most by Tom Hale (12), Leela Srinivasan (10), Brian Halligan (3), Ophelia Brown (2), Jason Lemkin (2), Elena Verna (1), Byron Deeter (1)

tap a year for its mentions
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023201820192020202120222023202420252026episodes it came up in
007.51.5153201820192020202120222023202420252026episodesmentions per episode
2026 2 mentions in 1 episode
2024 1 mention in 1 episode
2021 3 mentions in 1 episode
2019 19 mentions in 3 episodes 6 per episode
2018 12 mentions in 1 episode

every mention, scene by scene, with the transcript →

Everything said about SurveyMonkey, oldest first

Oct 9, 2018 neutral
Assertion Not checkable as stated
Hale: Brazilian NPS averages 25% higher and UK scores 10% lower
“Brazil. Uniformly, across hundreds of thousands of NPS questions that we have asked, Brazil is about 25% higher, and I hate to say it, if anybody's from the UK, apologies, about 10% lower.”
Tom Hale Oct 9, 2018 ▶ 13:53 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years
Oct 9, 2018 neutral
Assertion Not checkable as stated
Hale: 75% of international survey responses occur on mobile devices
“It's about 75%, and in Japan it's close to 88%, for us anyway. That's our data.”
Tom Hale Oct 9, 2018 ▶ 16:57 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years
Oct 9, 2018 positive
Insight
Hale: Calibrate survey length to the customer's financial and time investment
“It's pretty important to recognize what level of investment your customer's willing to give you, right? And to calibrate that. If you're Uber, it's about 30 seconds, and maybe 10% of the time. If you just spent a million dollars on our enterprise software prod…”
Tom Hale Oct 9, 2018 ▶ 15:54 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years
Oct 9, 2018
Disclosure
Hale: I called 10 dissatisfied customers every Thursday morning at 7 AM
“The way I did it is I just did, like, 10 calls on Thursday. It's between seven a.m. And 10 a.m., and I just pounded through the most important 10 that I could get through.”
Tom Hale Oct 9, 2018 ▶ 24:12 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years
Oct 9, 2018 negative
Assertion Not publicly verifiable
Hale: Only one in three businesses truly prioritize customer centricity
“We recently conducted a survey, this is like within the last four or five months, asking how many businesses really, really believe that customer centricity was really important, and it was about one in three.”
Tom Hale Oct 9, 2018 ▶ 2:37 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years
Oct 9, 2018 neutral
Disclosure
Hale: SurveyMonkey surveys relational NPS quarterly and transactional NPS post-event
“At Survey Monkey, we do both, and we ask it in various spots along the customer life cycle. We ask it in a relational way, probably once every six months, increasingly now one a quarter. We ask it in a transactional way, after purchase, after a service experie…”
Tom Hale Oct 9, 2018 ▶ 12:49 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years
Oct 9, 2018 neutral
Assertion Not checkable as stated
Hale: 38% of US survey responses come from mobile devices
“It's about 38%, so man in the front row, give him a cigar. 38%, but the thing that's important about that is, over the past 12 months, that's gone up by about seven points, ok?”
Tom Hale Oct 9, 2018 ▶ 16:42 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years
Oct 9, 2018 neutral
Disclosure
Hale: Retaining a customer is worth about $420 to SurveyMonkey
“In our business, the value of a retained customer is about 420 bucks.”
Tom Hale Oct 9, 2018 ▶ 19:49 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years
Oct 9, 2018 positive
Disclosure
Hale: 80% of SurveyMonkey's customers arrive via unpaid organic channels
“About 20% of our customers come to us through paid channels. 80% through unpaid channels. Free channels. Organic channels. That is a result of us having, among other things, an NPS in the fifties.”
Tom Hale Oct 9, 2018 ▶ 20:14 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years
Mar 4, 2019 bullish
Assertion Not checkable as stated
Typeform averaged 55% completion rates compared to SurveyMonkey's 20%
“What is born out in the data is if, you know, on a SurveyMonkey or any other survey tool, the average completion rate is about 20%, and the value of Typeform is that completion rate is around 55%.”
Ophelia Brown Mar 4, 2019 ▶ 6:00 What You Need to Raise Your Series A (And Why It Isn't $100K MRR)
Jun 3, 2019 positive
Disclosure
Srinivasan: SurveyMonkey Is Moving Upmarket to Target Enterprise Customers
“We're moving to enterprise, as you may or may not have heard, and we got some hearts and minds to change on that journey.”
Leela Srinivasan Jun 3, 2019 ▶ 4:24 7 Tips For Using Customer Feedback To Build Rabid Fans And Make More Money
Jun 3, 2019
Assertion Supported
Srinivasan: SurveyMonkey Processes 20 Million Answered Questions Daily
“We have twenty million questions per day answered on our platform”
Leela Srinivasan Jun 3, 2019 ▶ 1:50 7 Tips For Using Customer Feedback To Build Rabid Fans And Make More Money
Jun 3, 2019 positive
Disclosure
Srinivasan: SurveyMonkey Embeds Follow-Up Surveys in Lead Gen Confirmation Emails
“At SurveyMonkey, similarly, we're using surveys and customer feedback in the funnel itself, so the minute you submit a lead gen form, you get the email confirmation, and we include a link there to a very quick form where you can give us just a little bit more …”
Leela Srinivasan Jun 3, 2019 ▶ 7:19 7 Tips For Using Customer Feedback To Build Rabid Fans And Make More Money
Jun 3, 2019 negative
Assertion Supported
Srinivasan: 63% of Customers Believe Marketers Sell Them Unneeded Products
“63% of customers think that customers, that marketers are selling them something that they do not need.”
Leela Srinivasan Jun 3, 2019 ▶ 2:20 7 Tips For Using Customer Feedback To Build Rabid Fans And Make More Money
Jun 3, 2019 positive
Assertion Supported
Srinivasan: High Customer Empathy Boosts Employee Retention by 16 Points
“When we've surveyed individuals who believe that their companies display a high degree of empathy for their customers, 82% of them believe that they'll still be at their job two years from now. Pretty darn high. When we have surveyed those who believe that the…”
Leela Srinivasan Jun 3, 2019 ▶ 20:42 7 Tips For Using Customer Feedback To Build Rabid Fans And Make More Money
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