Overview: SurveyMonkey CX and SmileBack as Customer Feedback Management Category solutions.

SurveyMonkey CX positions itself as a versatile feedback management tool catering primarily to enterprise-level needs, while SmileBack stands out for its strong focus on improving customer satisfaction and broad applicability within tech industries. SurveyMonkey CX offers seamless integration into larger organizational workflows with extensive analytics and reporting, while SmileBack is preferred for its emphasis on real-time feedback collection and management, making it invaluable for tech companies aiming for enhanced customer relations.

SurveyMonkey CX: SurveyMonkey's powerful platform helps CX teams gather feedback, find gaps, and improve their brand. Improving customer success is made easier with SurveyMonkey CX.

SmileBack: SmileBack® is the leading customer satisfaction platform for MSPs, enabling IT professionals to collect, report, and act on CSAT and NPS feedback. Customer insights are efficiently managed.

SurveyMonkey CX and SmileBack: Best activities based on customer satisfaction

Activities: SurveyMonkey CX vs SmileBack

Discover and compare top business activities, Q&A, and peer reviews for SurveyMonkey CX vs SmileBack to help find the right fit for your needs.

SurveyMonkey CX SmileBack

Collecting feedback
measuring net promoter score
Measuring CSAT
campaign management
Engaging conversational surveys
rating and review management

Key Capabilities Supported

SurveyMonkey CX facilitates extensive feedback collection with support for net promoter scores and customer satisfaction, aligning with enterprise needs for comprehensive customer insights. read more →

SmileBack focuses heavily on feedback collection and CSAT measurements, offering robust rating management features to enhance customer interactions. read more →

Business Goals

SurveyMonkey CX helps businesses improve customer satisfaction, increase sales, and scale best practices, particularly for growing market share and ROI. read more →

SmileBack aims at improving customer satisfaction and acquiring new customers, with a focus on digital and social presence improvements. read more →

Core Features

SurveyMonkey CX offers custom reports, robust data import and export capabilities, and AI-driven analytics tailored for large-scale enterprises. read more →

SmileBack provides comprehensive analytics, seamless integrations, and custom reporting features, making it ideal for tech-focused businesses. read more →

Vendor Support

SurveyMonkey CX offers 24/7 support, with multiple contact options like chat, email, and phone, suitable for complex operational needs. read more →

SmileBack provides 24/7 support primarily via email and phone, focusing on direct communication channels for prompt assistance. read more →

Segments and Industries

SurveyMonkey CX is predominantly used by enterprises and large businesses across diverse industries such as financial services and human resources. read more →

SmileBack is widely used by large enterprises, especially in the IT, computer software, and telecommunications sectors. read more →

Operational Alignment

SurveyMonkey CX aligns well with enterprise workflows, supporting high-volume feedback processes and data management needs. read more →

SmileBack integrates seamlessly into tech-focused operational environments, emphasizing real-time feedback and customer interaction. read more →

Applying your context and needs changes the comparison

IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Import

Read peer / expert warnings.

Data Export

Read peer / expert warnings.

Support

24/7 Support

Read peer / expert warnings.

Email Support

Read peer / expert warnings.

Chat Support

Read peer / expert warnings.

Phone Support

Read peer / expert warnings.

Others

AI Powered

Read peer / expert warnings.

Custom Reports

Read peer / expert warnings.

Analytics

Read peer / expert warnings.

Business Setting

Popular in Industry

Financial Services (12.0%)
Human Resources (8.0%)
Real Estate (8.0%)

Information Technology And Services (60.0%)
Computer Software (12.0%)
Computer & Network Security (12.0%)

Popular in Segments

SMB and MidMarket (60.0%)
Enterprise (40.0%)

SMB and MidMarket (98.0%)
Enterprise (2.0%)

Most deployed common Use Cases for SurveyMonkey CX and SmileBack

How does SurveyMonkey CX and SmileBack facilitate Collecting Feedback?

SurveyMonkey Cx and Smileback both gather customer feedback to assess satisfaction. SurveyMonkey Cx focuses on Net Promoter Score (NPS) while Smileback emphasizes Customer Satisfaction (CSAT). SurveyMonkey Cx features advanced analytics and benchmarking tools, including NPS maps, while Smileback provides sentiment analysis and integration with other systems. However, both tools have limitations, such as Smileback's lack of a current NPS feature and SurveyMonkey Cx's absence of automatic rewards for feedback.

"...Access to global customer feedback on a wide range of post purchase issues has become markedly easier than ever before...." Peer review by Randy B., Global Head of Marketing, Research

"...Plus, it enables enterprises to gain insight into customer satisfaction and monitor key metrics such as response rate, reviews, frequency and more...." Peer review

How can SurveyMonkey CX and SmileBack optimize your Engaging Conversational Surveys Workflow?

Surveymonkey Cx and Smileback both enable businesses to collect customer feedback and engage with customers. Surveymonkey Cx allows for personalized surveys across multiple channels and provides advanced analytics for identifying improvement areas. Smileback focuses on gathering feedback on customer service interactions and integrating with ticketing systems. Smileback's visual surveys are designed to improve response rates, while Surveymonkey Cx allows for follow-up actions to address customer feedback.

"...Great follow up tools to let your customer know you are actually doing something with their feedback. ...." Peer review by Jeff B., VP of Customer Service, Financial Services

"...For customer relationship management software like ConnectWise where you would like to gauge customer satisfaction with interaction...." Peer review by Garland Alvey, Wireless Design Technician, Dominion Voice and Data

SurveyMonkey CX in Action: Unique Use Cases

How does SurveyMonkey CX address your Campaign Management Challenges?

How does SurveyMonkey CX address your Competitive Intelligence Challenges?

SmileBack in Action: Unique Use Cases

How does SmileBack address your Rating And Review Management Challenges?

What makes SmileBack ideal for Helpdesk Management?

Integrations

Ecosystem partners each product commonly connects with.

SurveyMonkey CX

News

Latest SurveyMonkey CX news

SurveyMonkey Reintroduces GetFeedback, Our Easiest Website Feedback ...

SurveyMonkey has launched a new self-serve version of GetFeedback, designed to help marketing, product, and digital customer-experience teams collect in-the-moment customer feedback on websites. This revamped tool allows easy integration with a single line of code, enabling teams to capture feedback at critical moments to improve website experiences and connect visitor behavior with direct feedback.

21/07/2026 - source