• December 13, 2013
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

GetFeedback.com Launches, Offering a New Survey Platform

After nearly a year in beta testing, GetFeedback.com today officially launched as a company, offering a Web application that lets companies design and administer online surveys optimized for mobile devices.

Former Salesforce.com executives Kraig Swensrud and Sean Whiteley founded GetFeedback.com in January. The duo’s prior company, search-marketing firm Kieden, was acquired by Salesforce in 2006, and the two served in various senior leadership positions at Salesforce through 2012.

According to Swensrud, the startup company taps into the $2.2 billion market for online surveys in the United States alone and capitalizes on the fact that more than half of all surveys are now opened on mobile devices, like smartphones and tablets.

GetFeedback.com’s platform allows any business professional to create and distribute online surveys with custom imagery, video, fonts, colors, and backgrounds for branding and design. The platform is designed to be completely self-service and simple, but GetFeedback.com can also help with the design and delivery of the surveys as part of custom packages available, Swensrud says.

Most companies that have used the technology push the surveys directly to customers via email, but surveys can also be posted to social media or company Web sites as well. "The client can decide how he wants [the survey] to be delivered once it's created in the system," Swensrud explains.

And the surveys are device-agnostic, working the same regardless of the operating system or whether the customer is on a desktop, laptop, smartphone, or tablet. GetFeedback automatically detects which device the user is on and sizes the survey to fit that screen so he doesn’t have do a lot of toggling to participate, Swensrud points out.

Since opening its private beta program in August, GetFeedback.com has signed more than a thousand clients, including brand names like Appirio, Amazon.com Student, The Association of Surfing Professionals, Dropbox, LinkedIn, The North Face, and Salesforce.com, as well as small businesses such as Kathy Kuo Home and Golden Goods USA.

At Salesforce.com, surveys generated through GetFeedback.com have seen more than a 50 percent improvement in response rates previous systems, according to Nate Skinner, vice president of enterprise marketing at Salesforce. "It just goes to show that when you create an engaging, mobile-ready survey experience, you can delight customers in an entirely new way," he said in a statement.

GetFeedback.com sells monthly pay-as-you-go subscriptions, based on a maximum number of responses generated and the level of technical support desired. Prices range from $20 per month for up to 100 responses to $125 per month for up to 10,000 responses. A free trial plan is also available for up to 10 responses.

"The value proposition is that you're actually getting feedback," Swensrud says. "We don't want to charge you if you're not getting responses."

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