Simplesat vs. SurveyMonkey
The SurveyMonkey alternative for your support team's surveys
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SurveyMonkey gives the whole company a flexible survey tool. Simplesat gives support a feedback loop.
SurveyMonkey
is best for...
Research and the rest of the company's surveys. Every team can work in the same tool, and your company already has it.
Simplesat is best for...
Support's surveys, built around the conversation: how it went, who handled it, and who's following up if it went badly.
Simplesat vs. SurveyMonkey
Why teams switch
Asked inside the support reply
The survey goes in the support emails customers already get, and they pick a rating right there. No customer list to maintain, no invitation to send.
Low ratings reach someone who can act
When a rating is low, the people you choose hear about it by email, Slack, or Microsoft Teams, on every plan. In Zendesk, it can open a follow-up ticket.
The agent report is already built
Connect your helpdesk and set up survey links, and each rating arrives with its agent. Dashboards show every agent's results and the comments behind them.
Where
SurveyMonkey
wins
Switch from
SurveyMonkey
in 3 steps
Connect
Install from your helpdesk marketplace and authorize in one click.
Configure
Pick your survey type, match your brand, and set trigger rules
See results
Responses flow into Simplesat and your helpdesk from day one.
Fits right into your workflow
100+ integrations including Zendesk, Gladly, Salesforce and Gorgias — plus Slack, Teams, Power BI, and more. Set up in minutes.
What is
SurveyMonkey
SurveyMonkey is the best-known general-purpose survey platform, with one builder for whatever a team needs to ask. It says it provides "answers to more than 20 million questions every day." Surveys go out through what it calls collectors, such as email invitations and web links.
Support is where a general tool stops being enough. Customers can answer inside an email only in invitations SurveyMonkey sends, so in your support replies the survey is a link. Alerts on a low score need its Enterprise plan, and results by agent mean adding each agent's name to the survey link, a paid feature.
Frequently asked questions
We already have SurveyMonkey. Why add a second survey tool?
Because support's surveys do a different job from the rest. Each rating is about one conversation, and it's worth most when it stays with that conversation, reaches whoever follows up, and counts toward the agent who handled it. Simplesat is built around that loop. Move the surveys that follow support conversations, and everything else stays in SurveyMonkey.
SurveyMonkey has a Zendesk app. What's different?
What the answer is kept with. SurveyMonkey's app sends a survey to customers chosen by filters from Zendesk's customer lists, or when a ticket is marked Solved, and saves answers on the customer's profile, where each new answer replaces the last. That suits a question about the customer. With Zendesk connected and your survey links set up, Simplesat keeps each rating with its ticket and the agent who handled it, and can write the rating, sentiment, and comment back to that ticket, including as an internal note.
Does Simplesat have benchmarks?
For CSAT and NPS, yes. Simplesat's dashboards show an industry average for both on every plan, though not for CES or 5-star surveys. SurveyMonkey's benchmarks reach further, to any question with its benchmark badge, and its Industry Benchmarks are a paid add-on.
What about surveys that aren't tied to a ticket?
Simplesat also runs recurring NPS by email, and a survey can go out as a shareable link, a link in a text message, or an embed on your website. If support owns NPS, it can move along with CSAT.
Do our agents need a Simplesat login?
No. Agents see their own feedback inside the helpdesk, and you can rate as many as you like on any plan. Logins go to the admins and managers who run surveys and reports, and your plan sets how many.
How is Simplesat priced?
Simplesat publishes its prices. Plans are based on monthly responses and billed monthly or annually, and you can try it free for 14 days with no credit card. SurveyMonkey also publishes its prices, with a free Basic plan, team plans priced per user with a three-user minimum, and Enterprise by quote.
