GetFeedback

GetFeedback operates as a customer experience (CX) management platform, specifically designed to create and distribute mobile-optimized online surveys. The company was established in 2013 by Kraig Swensrud and Sean Whiteley, two former Salesforce executives. Their journey together began with their first company, Kieden, an ad platform integrating Salesforce and Google AdWords, which Salesforce acquired in 2006. This experience within the Salesforce ecosystem provided them with deep insights into customer relationship management, leading to the creation of GetFeedback as a dedicated CX feedback solution for Salesforce users.

The business primarily serves enterprise clients, including major brands like Cisco, 3M, Caterpillar, and Johnson & Johnson, who use the platform to monitor customer satisfaction and act on feedback. GetFeedback's business model is subscription-based, offering various plans based on the number of survey responses. The company's core product is a web application that enables users to design visually engaging, branded surveys with features like custom imagery, video, and personalized questions. Its key selling point is the seamless, top-rated integration with Salesforce, which allows businesses to connect real-time feedback directly with their customer data. This integration helps automate workflows, such as sending a survey after a customer support case is closed, and enriches customer profiles with actionable CX metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

In September 2014, GetFeedback secured a $2.3 million Series A funding round led by Salesforce Ventures. The company's growth and strategic position within the Salesforce ecosystem led to its acquisition by SurveyMonkey (now Momentive) in August 2019 for approximately $68 million. Following the acquisition, GetFeedback became SurveyMonkey's premier CX solution for the Salesforce ecosystem, combining its targeted integration capabilities with SurveyMonkey's broader analytics expertise. The parent company rebranded from SurveyMonkey to Momentive in June 2021 to better reflect its portfolio of experience management solutions, though it later returned to the SurveyMonkey brand name in 2023 after being taken private.

Keywords: customer experience, CX platform, Salesforce integration, online surveys, feedback management, CSAT, NPS, customer satisfaction, survey software, mobile surveys, real-time feedback, brand monitoring, customer retention, Salesforce AppExchange, enterprise feedback, automated workflows, survey analytics, customer data integration, subscription software, SaaS