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Vendor trust scorecard

SurveyMonkey CX vendor trust score

Trust scoring is the “is this vendor a fair counterparty” question, deliberately separated from product quality. Six dimensions, dated, sourced where events warrant it.

5.9
/10
cautious
Verdict

SurveyMonkey CX's vendor trust profile warrants caution. Below-average dimensions need explicit mitigation language in the contract.

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.

How to read this score

  • Trust is separate from product quality. A vendor can ship great software and treat customers badly — or vice versa. We score the two independently.
  • 8.0+/10: strong. Few concerns at renewal or procurement.
  • 6.5–7.9: mixed. Negotiate hard on the lowest dimensions; monitor across the contract term.
  • 5.0–6.4: cautious. Add explicit mitigation language to the master agreement.
  • Below 5.0: concerning. Treat this as a contracted-risk evaluation, not a product-fit evaluation.
  • Updates: we re-verify scoring quarterly. Material trust events (acquisitions, breaches, leadership change, hostile contract terms) get logged on the timeline above.

Related editorial

Last updated 2026-05-10. Scoring methodology: editorial standards. Disagree? Tell us.