SurveySparrow
by SurveySparrow • • Survey & Customer Feedback Software
SurveySparrow is survey and customer feedback software that delivers chat-style surveys by link, SMS, kiosk and in-app SpotChecks, for CX, product and HR teams.
SurveySparrow gathers feedback through surveys designed to read like a chat conversation rather than a form, a format chosen to get more people to answer. It belongs to SurveySparrow Inc., an independent company founded in October 2017, and has grown from a single feedback tool into an omnichannel experience platform. One account covers customer, employee, product and market feedback. Work is organised into Surveys, CX Suite for NPS, CSAT and CES programs, Brand for reviews and social, Research, Documents and 360 Assessment. The builder handles display and skip logic, answer piping, contact params, Quota Management and a randomizer for question blocks, with translation into more than 130 languages. SpotChecks place surveys on chosen pages of a website or inside a mobile app, and the Target feature sends text surveys through a team's own SMS provider. Results arrive in real-time reports with filters, the Compare cross-tab and executive dashboards, while CogniVue sorts open-text feedback by topic and shows how customers feel. Ticket Management and NPS workflows turn a low score into an assigned, prioritised and tracked ticket, and Survey Throttling caps how many surveys one person receives over a set number of days. Customer experience teams running NPS, CSAT and CES programs are the core audience, above all where a poor score has to reach someone who will act on it. Support and sales teams on Zendesk or Salesforce trigger a survey from a ticket update or a record event, and Salesforce answers can be mapped back to its fields. Product managers collect in-app feedback through SpotChecks, HR teams run employee experience surveys, and researchers cap their samples with quotas. Organisations handling health data can arrange HIPAA compliance. A support desk on Zendesk can send a satisfaction survey when a ticket is updated, then route a low rating into SurveySparrow's own ticket queue for follow-up. Marketing teams connect HubSpot and place SpotChecks on landing pages to ask visitors about the page in front of them. Analysts export responses as CSV, XLSX or SPSS files, read them through the survey API and webhooks, or connect Power BI. Managers who want a quick read of the results can put questions to a conversational AI that answers from the collected data. For feedback gathered in person, QR codes and kiosk mode collect answers on site, and kiosk mode keeps working without an internet connection.
Pricing
View plans-
Free
Free
- 3 active surveys with up to 10 questions each
- Response cap of 75 a quarter, also stated as 50 a month
- 1 user
- Follows a 14-day trial of all features, no credit card
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Basic
$19 per month
Per month, billed yearly, for 2,500 responses a year; $39 a month billed quarterly for 600 responses a quarter
- $27.20 a month at 3,500 responses a year and $39.40 at 5,000, billed yearly
- $88 a month billed quarterly at 2,100 responses a quarter
- 1 user and up to 100 active classic surveys
- Partial responses, display logic and skip logic
- Slack and 5+ integrations
- 24x5 email support
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Starter
$39 per month
Sale price per month, billed yearly, for 15,000 responses a year (list $49); $59 a month billed quarterly for 3,600 responses a quarter
- $79.80 a month at 20,000 responses a year and $161.50 at 30,000, billed yearly at sale prices
- $108 a month billed quarterly at 5,100 responses a quarter
- 1 user and up to 1,000 active classic surveys
- Everything in Basic, plus survey translation and redirect after completion
- HubSpot and 10+ integrations
- 24x5 email support
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Business
$79 per month
Sale price per month, billed yearly, for 36,000 responses a year (list $99); $149 a month billed quarterly for 9,000 responses a quarter
- $177 a month at 48,000 responses a year and $275 at 60,000, billed yearly at sale prices
- $247 a month billed quarterly at 12,000 responses a quarter
- 3 users and up to 1,000 active classic surveys
- Everything in Starter, plus custom branding and advanced question types
- Workflows, webhooks and respondent location tracking
- Zendesk and 12+ integrations
- Market Research module available as an add-on from $125 a month
- Extra users and some integrations, such as Shopify, are paid add-ons
- 24x5 chat support
Features
- Included: Drag-and-drop survey builder
- Included: Skip logic and branching
- Included: Answer piping and hidden fields
- Included: NPS, CSAT and CES templates
- Included: Email survey distribution
- Included: Website and in-app survey intercepts
- Included: SMS survey delivery
- Included: Link, QR and kiosk collection
- Included: Question randomisation and quotas
- Included: Multilingual surveys
- Included: Custom survey branding and domain
- Included: Real-time response dashboards
- Included: Open-text sentiment analysis
- Included: Response alerts and follow-up
- Included: Survey response export and API
- Included: CRM and help desk triggered surveys
- Included: Survey response throttling
- Included: Free plan for surveys
Additional Features
- Chat-style conversational surveys
- SpotChecks for websites and mobile apps
- Target text surveys through your SMS provider
- QR code and kiosk mode collection
- Offline kiosk collection without internet
- Display logic and skip logic
- Answer piping and contact params
- Quota Management
Best for
- Customer experience teams running NPS, CSAT and CES programs
- Support teams on Zendesk that survey customers after ticket updates
- Sales operations teams on Salesforce that want scores written back to records
- Product managers collecting in-app feedback with SpotChecks
- HR teams running employee experience surveys
- Market researchers who cap samples with response quotas
- Field teams gathering feedback in person on kiosks without internet
- Organisations that need HIPAA compliance for survey data
- Students, freelancers and solo founders starting small
Use cases
- running an NPS program with automated follow-up tickets
- surveying customers when a Zendesk ticket is updated
- mapping Salesforce survey answers back to record fields
- collecting in-app product feedback
- asking website visitors about a specific page
- sending text surveys through an existing SMS provider
- collecting feedback at an event or counter by QR code or kiosk
- running one survey in several languages
- grouping open-text comments by topic and sentiment
- running employee experience surveys
- capping a research sample with response quotas
- limiting how often one customer is surveyed
- pushing responses to other systems by webhook
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