Five Survey Tools for Customer Service

In PhaseWare’s recent blog post regarding first-call resolution (FCR), we mentioned that “FCR is best determined by the customer. The only person who can tell you decisively whether or not the issue was resolved in a single call is the customer.” Whether you’re measuring FCR, customer satisfaction, employee satisfaction; or if you’re gathering some other customer information for research purposes; you’ll need a tool to help gather, aggregate, and analyze this information.

While a number of survey methods are available, web surveys are often the most convenient and economical tool gathering customer feedback. In particular, companies without an advanced IVR and telephony solution will likely rely on web surveys. With numerous companies offering web survey design and distribution tools, you’ll have a lot to consider when choosing the right tool for your company.

Comparing Survey Tools

In most cases, companies offer tiered survey solutions starting with free basic services, offering additional features along with scaled monthly subscription fees. As you read below, you’ll find an overview of five reputable web survey tools below, along with some tips on how to design and conduct surveys. With this information, you should have a good foundation for further comparison.

As you look a survey to tool for your company’s customer service initiatives, be mindful of a few key areas in comparing features: number of surveys available per month, number of survey responses per month, number of e-mail addresses allowed per survey, branding options, survey customization, and reporting functions.

Also, be sure to have a strong understanding of your specific needs. The variety of tools available ensures a solution that will work for you, just be sure to get what you need and don’t pay for more.


Survey Tips and Best Practices

Five Online Survey Tools




SurveyTool (

Features and pricing

Personal (Free) Basic ($9/mo.) Pro ($24/mo.)
  • Three surveys per month
  • 20 surveys per month
  • Unlimited surveys per month
  • 100 responses per survey
  • 300 responses per survey
  • Unlimited responses per survey
  • 50 e-mail addresses per survey
  • 500 e-mail addresses per survey
  • Unlimited e-mail addresses
  • Professional, customizable templates
  • All “Free” features
  • All “Free” and “Basic” features
  • 18 different question types
  • Brand your survey with a logo
  • $20 SurveyTool Sample credit
  • Unlimited questions per survey
  • Customize your survey
  • Access to SurveyTool Sample
  • Add a reward to incentivize respondents
  • Cross tabulation
  • Custom survey URL


SurveyTool complete features list



SurveyGizmo (

Features and pricing

Subscription ($75/mo.)
  • Additional users: $20 each/mo.
  •  Unlimited surveys, polls, and forms
  •  Unlimited questions
  •  Unlimited responses
  •  Free phone support
  •  500,000 e-mail invitations per month
  •  Absolute branding control
  •  Permissions and team management

SurveyGizmo complete features list

QuestionPro (

Features and pricing

Basic (Free) Professional ($12.50/mo.) Corporate ($84/mo.)
  • One survey, 10 questions, 100 responses
  • All “Basic” features
  • All “Basic” and “Professional” features
  • Easy survey creation
  • Unlimited surveys, questions, and responses
  • Unlimited surveys, questions, and responses
  • Distribute via e-mail, social media, weblink, QR code, blog, etc.
  • Branching, skip logic
  • Advanced question types
  • Real-time reports
  • Password-protectec surveys
  • SSL secured surveys
  • E-mail list management
  • Complex logic, piping, and extraction
  • Downloadable reports
  •  Data segmentation, cross-tabs
  • SPSS export

QuestionPro complete feature list


dotSurvey (

Features and pricing

Subscription ($25/mo.)
  • Five users
  •  Unlimited surveys
  •  Unlimited questions per survey
  •  Branding tool
  •  Multiple question types
  •  E-mail integration
  •  Page branching
  •  Drag-and-drop editor
  •  Nine templates and five themes



Survey Monkey (

Features and pricing

Basic (Free) Select ($17/mo.) Gold ($25/mo.) Platinum ($65/mo.
  • 10 questions per survey
  • All “Basic” Features
  • All “Basic” and “Select” features
  • All “Basic” and “Select” and “Gold” features
  • 100 responses per survey
  • Unlimited questions and responses
  • Unlimited questions and responses
  • Unlimited questions and responses
  • Easy-to-use, Web-based survey tool
  • Customer survey design and URLs
  • Customer redirect after survey is completed
  • Complete brand control
  • Collect data via weblink, e-mail, Facebook, or embed in your site/blog
  • Enhanced security (SSL/HTTPS)
  • Random assignment for A/B testing
  • Expert phone support
  • Real-time results
  • Skip-logic and other advanced features
  • Question and answer piping
  • 24×7 e-mail customer support
  • Spreadsheet export and PDF
  • Question randomization or flipping
  • Text analysis for open responses
  • SPSS integration

SurveyMonkey complete feature list



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