SurveyMonkey review 2021: Features, pros and cons |
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SurveyMonkey review

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Design, send and analyze surveys with this powerful cloud-based software.

With SurveyMonkey, you can build nuanced surveys and leverage powerful data-drive analytics to understand responses. However, it doesn’t offer a free trial, and its customer support has a poor reputation around the web.


Features Project management
Price starts atFree basic plan, and paid plans start at $25/month
App Integration Yes
Tech SupportPhone, Email
Monthly Plan$25

What is SurveyMonkey?

SurveyMonkey is one of the longest-standing services for creating and using online surveys. It offers personal plans for individuals, or business plans that allow for cross-functional collaboration. Survey questions can include any of the following:

  • Multiple-choice questions
  • Single versus multiple answer
  • Rating scales
  • Scaled response
  • Matrix questions
  • Dropdown questions
  • Open-ended questions
  • Demographic questions

Surveys can be embedded into your own apps or websites, or posted to the likes of LinkedIn, Twitter and Facebook.

SurveyMonkey features

Here’s what SurveyMonkey has to offer:

  • Data analytics. SurveyMonkey offers real-time results from your surveys along with filtering, text analysis and SPSS integration. Analyze responses from anywhere through the online dashboard or the app.
  • Custom reporting. Create interactive graphs and multiple custom data views, along with word clouds that can be privately shared or posted to Facebook and other social media channels.
  • Robust enterprise options. It offers a diverse range of solutions for large-scale business, including help with writing survey questions, custom URLs, extra features for respondents, and customized surveys branded with your company logo.
  • Integrations. It offers over 100 data and API integrations, along with marketing and CRM integrations — Shopify, Salesforce, Slack, Mailchimp and Microsoft Teams, to name a few.
  • Downloadable reports. Data collected from these surveys can be exported to PDF or XLS.
  • Internal collaboration. Its business plans allow for multiple users, and you can control who has the ability to view and edit surveys.

SurveyMonkey pricing and plans

Every business membership tier offers unlimited surveys, complete team collaboration and management.

Team AdvantageTeam PremierEnterprise
Price$25 per user monthly$75 per user monthlyContact SurveyMonkey
Number of responses10,000 monthly15,000 monthlyContact SurveyMonkey
Complete team collaborationYesYesUnlimited
Customer supportEmailEmail, phoneEmail, phone, dedicated customer service specialist
Surveys in more than one languageNoYesYes

Prices last checked August 2020

How do I sign up for SurveyMonkey?

It’s possible to sign up for SurveyMonkey in less than 10 minutes — just keep your payment method handy:

  1. Click Get Started.
  2. Choose a membership plan and click Sign Up.
  3. Enter your username, password and contact info then click Continue.
  4. Enter your billing details and payment method.
  5. Review and confirm your order.

Pros and cons

Consider the potential benefits and limitations when deciding to use SurveyMonkey:

  • Design surveys according to topic using intuitive, customizable templates.
  • No limitations of number of surveys businesses can complete.
  • Lacks robust customer support for Team Advantage plan
  • Paid plan users complain of excessive spam, and autorenewal and refund issues

SurveyMonkey reviews and complaints

SurkeyMonkey has been accredited by the BBB since 2004, where it holds a 1.5 out of 5-star rating compiled from 102 customer reviews as of October 2020. Customers mainly complain about billing issues and difficulty getting refunds. They also report unexpected limitations, like only being able to see 40 responses per survey. Likewise, it has a 2- out of 5-star Poor rating on Trustpilot, compiled from 317 reviews, with people complaining about difficulty reaching customer service and being denied refunds.

However, take these rating with a grain of salt. SurveyMonkey offers monthly and annual billing, though you may need to specify this at checkout. And complaints about survey limitations seem to be about personal accounts, since the paid business plans come with unlimited surveys, questions and responses.

Case study: Amy’s experience – October 2019

profile pic

Amy Stoltenberg

I worked as a technical designer and used SurveyMonkey to recruit fit models for contract positions. We had an enterprise plan, and I was always impressed with the tools available to filter through responses. We’d get dozens of applicants each week, and since I needed to find models who fit our specific measurements, SurveyMonkey saved me valuable time when weeding through results. The surveys are clean and self explanatory, making them suitable if you’re gleaning responses from a large population with a wide range of computer skills.

That said, our company had many live surveys at any given time, and I often found it difficult and annoying to navigate from the general log-in to the survey that I managed. SurveyMonkey could improve by offering better organization within each account — like folders to group the different surveys by department.

How do I contact SurveyMonkey support?

Unless you have a Premier or Enterprise plan, the only way to contact its customer service team is by emailing You can get in touch with sales by calling 650-543-8400.

However, if you upgrade to a Premier or Enterprise plan, then you’ll also have access to phone support. Log into your account and head to the help center to find a phone number.

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Bottom line

SurkeyMonkey is a powerful tool for internal and external communications alike, whether you’re screening a potential contractor or looking for feedback from employees. But if customer service is a priority, you may want to upgrade to a premium or enterprise plan to get access to phone support.

For more ways to optimize your operations, browse our collection of small business resources.

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