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NPS and Customer Survey Software · Rank #4 of 10

SurveyMonkey CX review and pricing

NPS and CX module of SurveyMonkey, factor Symphony Tech Group vendor trust pattern.

By Momentive (SurveyMonkey CX) · Founded 2017 · San Mateo, CA · pe backed

SurveyMonkey CX is the dedicated NPS and customer experience module of SurveyMonkey, launched 2017 inside what was then SurveyMonkey Enterprise and carried through the 2021 rebrand to Momentive, the failed Zendesk acquisition attempt of February 2022, the Symphony Technology Group take-private of June 2023 at $1.5B, and the partial revert to the SurveyMonkey brand in March 2024. The product covers NPS, CSAT, and CES surveys with email, web, and link distribution, closed-loop alerting, basic text analytics, and integration with SurveyMonkey base for broader survey programs. Strengths: tight integration with the SurveyMonkey installed base (one vendor relationship for surveys plus NPS), familiar SurveyMonkey UX for existing customers, broad CRM and support integrations, and competitive bundled pricing when you are already a SurveyMonkey customer. Best fit for orgs already standardized on SurveyMonkey base wanting NPS without a separate vendor relationship. Trade-offs: SurveyMonkey CX inherits the full Momentive vendor trust gap (rebrand, failed acquisition, take-private, partial revert, executive churn), AI feature velocity below Typeform-class survey tools and below dedicated VoC platforms, NPS-specific workflow depth below AskNicely and Retently, post-2023 pricing escalations of 8-15% reported, and the post-take-private Symphony Tech Group margin-expansion pattern affects renewal posture.

Visit SurveyMonkey CX Vendor pricing Compare to Wootric (InMoment)
Best for

Existing SurveyMonkey customers (50-5,000 employees) wanting NPS without a separate vendor relationship and willing to absorb the Momentive vendor trust pattern.

Worst for

NPS-only standalone purchases (Delighted, AskNicely, Retently better), buyers concerned about Symphony Tech Group PE pattern, or enterprise CX programs needing AI text analytics depth.

Vendor Trust Score

Is SurveyMonkey CX a trustworthy vendor?

5.9/10
Caution
Pricing transparency
Published rates; no hidden fees
5.5
Contract fairness
Reasonable terms; no auto-renew traps
6.0
Incident response
How they handle outages and breaches
7.0
Post-acquisition behavior
Customer treatment after M&A or PE
5.5
Executive stability
Leadership churn over 24 months
5.5
Roadmap honesty
Public commitments held
6.0
Trust signal log
  • 2017-04-22
    SurveyMonkey CX launched as dedicated NPS and CX module
  • 2021-06-15
    SurveyMonkey rebranded to Momentive
  • 2022-02-22
    Zendesk acquisition collapsed
  • 2023-06-22
    Symphony Technology Group take-private at $1.5B
  • 2024-03-22
    Momentive reverted to SurveyMonkey brand
  • 2025-04-22
    Mid-market buyers reported 8-15% renewal escalations under Symphony Tech Group
Vendor Trust is scored independently of product quality. A great product from an unfair vendor still earns a low trust score.
Review Intelligence

What 280 reviews actually say

Synthesized from G2, Capterra, Reddit, Trustpilot. Patterns >15% prevalence shown.

Last synthesized
2026-04-29

Praise patterns

  • Tight SurveyMonkey integration
    87% →
  • One vendor for surveys plus NPS
    71% →
  • Familiar SurveyMonkey UX
    64% →
  • Broad CRM integrations
    47% →

Complaint patterns

  • Momentive vendor trust gap
    51% ↑
  • AI velocity below Typeform-class survey tools
    47% ↑
  • NPS workflow depth below AskNicely
    41% →
  • Renewal escalations of 8-15%
    38% ↑
  • Symphony Tech Group margin pressure
    31% ↑
Sentiment trend (6 months)
68/100 -2 pts
12
01
02
03
04
05
Patterns are extracted from review corpus and human-verified. We surface trends, not anecdotes.
Verified Pricing

What buyers actually pay

132 anonymized deal disclosures · last updated 2026-05-01

Contribute your deal price
Company size Median annual
50-200 employees $9,600
200-1,000 employees $28,000
1,000+ employees $72,000
Verified pricing is crowdsourced from buyers under anonymity guarantees. Vendor-listed prices are validated against actual deals quarterly.
Compliance & Security

Auto-verified certifications

Verified 2026-05-01
SOC 2 Type II
ISO 27001
HIPAA
GDPR
CCPA
PCI DSS
◐ FedRAMP In-Process

Editorial: Strengths

  • Tight integration with SurveyMonkey installed base
  • One vendor relationship for surveys plus NPS
  • Familiar SurveyMonkey UX
  • Broad CRM and support integrations
  • Competitive bundled pricing for existing SurveyMonkey customers
  • Multi-language support

Editorial: Weaknesses

  • Full Momentive vendor trust gap (rebrand churn, take-private, partial revert)
  • AI feature velocity below Typeform and dedicated VoC
  • NPS workflow depth below AskNicely and Retently
  • Post-2023 pricing escalations of 8-15%
  • Symphony Tech Group margin-expansion pattern at renewal
  • Executive churn at Momentive parent

Key features & integrations

  • +NPS, CSAT, CES surveys
  • +Email, web, link distribution
  • +Closed-loop alerting
  • +Basic text analytics
  • +SurveyMonkey base integration
  • +Salesforce, HubSpot, Slack integrations
  • +Multi-language support
80+ integrations
SalesforceHubSpotMicrosoft TeamsSlackZapierMarketo
Geography supported
Global; strongest in US, UK, EU
Best fit
50-5,000 employees · Existing SurveyMonkey customers running NPS programs
Editorial deep-dive

Read our full ranking of NPS and Customer Survey Software

SurveyMonkey CX ranks #4 in our editorial review of 10 nps and customer survey software platforms. The deep-dive covers methodology, comparison tables, decision matrix, migration scoring, and FAQs.

Read the full ranking

Closest alternatives in NPS and Customer Survey Software

#3
Wootric (InMoment)
NPS module inside the InMoment XI Platform after 2019 acquisition, standalone brand thinning.
★ 4.4 opaque
#5
Promoter.io
NPS-specialized platform for mid-market with mature segmentation, narrower velocity than category leaders.
★ 4.4 public
#2
AskNicely
Modern NPS-pure-play with frontline operational closed-loop, raised $25M Series B in 2020.
★ 4.7 partial
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