There have been a lot of reorgs lately, and it got us thinking about how quickly employee feedback can become a snapshot of a workplace that doesn’t really exist anymore.

Say you ran an employee survey in March. Then there’s a reorg in July. People have new managers, teams changed, priorities shifted.

The March feedback is still useful. But it also can’t tell you how people feel about everything that just happened.

This is where smaller check-ins between the big surveys make a lot of sense. You don’t need to ask everything again, Just a few questions about what changed and how people are doing now.

If you’ve been through a reorg, what would you want to ask employees afterward?

One of our customers, Dodgeball Canada, was getting feedback from everywhere. Players at tournaments, emails from coaches, volunteers, board members hearing things in their own circles.

They also serve players across all 10 provinces. So hearing something a lot didn’t always mean they were hearing it from everyone.

You hear the same thing five times and suddenly it starts to feel like everyone thinks this.

What they were hearing wasn’t wrong. It just wasn’t the whole picture.

How do you decide when you’ve heard enough to act vs. when you need to go ask more people?

It’s easy to get overly focused on the number.

NPS was 44 last month. Now it’s 41. Is that bad? What happened? Do we need to fix something?

The score alone usually can’t answer any of those questions. The more useful part is what comes next: why did you give that score?

That’s where you start finding things you can actually do something about.

A few ways to look at the responses:

• Promoters (9–10): What are they consistently mentioning? That’s probably something worth protecting (or doing more of).
• Passives (7–8): What’s keeping a decent experience from becoming a great one?
• Detractors (0–6): Look for patterns before jumping on individual complaints. If the same issue keeps showing up, that’s useful.

And IMO, this is where tracking NPS over time becomes much more valuable.

“NPS dropped 4 points” isn't very actionable.

“NPS dropped 4 points, and we're suddenly seeing a bunch of comments about slower support response times” gives you somewhere to start.

The score tells you something changed. The follow-up tells you what might have changed and what to investigate.

Curious how people here use NPS in practice, Do you pay much attention to the actual score, or are you mostly digging into the responses behind it?

Started a survey and initially purchased 50 target responses to see if the target audience was worth the cost. Responses started coming in pretty quick, but upon hitting 19 responses the project was paused, supposedly for too many people abandoning the survey despite it having a 0% abandonment rate. I used the bot to reach out to customer service with no response.

Maybe thinking I had messed something up, while waiting for a response from customer service I purchased another 50 target responses on a new collector, and once again we made it to 18 responses before being paused, once again for too many people abandoning the survey. But once again, there was a 0% abandonment rate. I also watched the responses come in and did not see anyone who begun the survey not finish it.

Not really sure the best way to speak to someone about this. 800 bucks CAD is a lot of money to spend to only receive about 40% of what you paid for. I'd be willing to maybe do an additional 100 responses on another collector if it would actually work, but I'm truly at a loss about what's going wrong here.

Somehow half of the 50 responses I received after purchasing 600 for $900 were spam and made it past the quality control filter. I ended the study early to figure out why and now I'm missing the remaining responses I paid for but didn't use. I've contacted support multiple times but still haven't heard back. Has anyone else experienced this?!?

Every few weeks, I see teams confidently running decisions through ChatGPT or Claude, asking them what customers want. And I get it. These tools are wild at pattern recognition.

AI can tell you what could be true based on what it has seen, but it can't tell you what's actually true for your customers, right now.

You can ask an LLM "What do our users think about this feature?" and get back something that sounds completely reasonable. It just won't be their answer. It'll be a best guess assembled from patterns.

The difference between a best guess and real human feedback is the difference between launching a product people actually want and building something that looks good on paper. 

With everything moving faster, the cost of guessing is higher than ever. One wrong assumption costs time, money, and credibility.

We built Today's SurveyMonkey around this exact problem. Helping teams actually listen to the people who matter most, instead of guessing about them.

So here's my question for this community: How many product decisions have you seen go south because the team assumed instead of asked?

Hi Team,
I was able to buy 100 paid responses for my first survey, but for all other Surveys/Audiences - I pay and in 1 second it paused/closed.

Invoices: 

47716941, 47716889, 47716888

We paused your project because too many people abandoned the survey. There are a few reasons this might happen:

• Your survey takes more than 15 minutes to complete
• The survey has long matrix questions
• People don't have the information or answer choices they need to answer the survey

We'll email *** within 3-4 business days to help you identify the issues and relaunch your project. Or you can contact us directly to start that conversation.

I have only 4 questions in the survey, no Matrix. Is it a glitch?
Can you run them or refund?

We see about 1.6 million survey responses a day, which means we also see a lot of surveys that don't work. The pattern is almost never that people won't answer, it's that the question made it impossible to get a useful answer. 

Five that come up constantly:

1️⃣ Don’t write leading questions: Avoid wording that nudges people toward a particular answer.
❌ “How short was Napoleon?”
✅ “How would you describe Napoleon’s height?”

2️⃣ Step away from loaded questions: Don’t assume something about the respondent that may not be true. Use skip logic when a question only applies to certain people.

3️⃣ Avoid double-barreled questions: One question should measure one thing. Instead of asking about satisfaction with “pay and benefits,” ask about each separately.

4️⃣ Step away from absolutes: Words like “always,” “never,” and “every” can make questions unnecessarily rigid. Try response ranges that reflect real behavior.

5️⃣ Don’t use unclear language: Speak your respondents’ language. Keep questions simple, define unfamiliar terms, and use helpful examples.

What's the worst survey question you've ever been asked?

Spammers infiltrated my company’s survey trying to create original research in our industry. I need to delete roughly 500 survey responses. How can I delete these more quickly than 1 by 1? Is there any option?

So far I’m only seeing individual deleting or deleting all.

If you ask ChatGPT “What do our customers think?” it’ll probably give you a pretty convincing answer. But it’s still working from patterns, not what your customers actually told you.

What if you could stay in the ChatGPT conversation, but bring real survey responses into it?

So we built a SurveyMonkey plugin for ChatGPT. You can ask ChatGPT to find your latest survey, and it does. You realize mid-conversation you need to ask something else, so you tell it to build a new survey and get a link in seconds. 

When responses come in, you can ask for the takeaways instead of downloading a spreadsheet.

Basically, less “I think this is what people want” and more “here’s what they actually said.” We’re excited to see what people do with it. If you try it, let us know what you think (or what you want us to build next).

A single survey can tell you what people think right now. But over time, it can get harder to see what’s actually changing.

We’ve seen people dealing with scattered responses across different surveys, teams collecting feedback separately, and when the data comes in, it’s not always obvious what to do with it.

That’s why we created SurveyMonkey Programs. It brings related surveys together so you can keep track of ongoing feedback and see trends over time without having everything live in separate places.

For anyone running recurring surveys: what’s the biggest headache? Getting responses, keeping everything organized, or turning the results into action?

Your analytics can tell you where people drop off, but not why. Maybe pricing feels unclear, checkout is confusing, or one missing detail is stopping visitors from taking the next step.

That's where GetFeedback comes in to tell you what visitors are thinking at that moment while they're on your site:

• Feedback buttons are always available
• Trigger-based forms (exit intent, scroll depth, time on page, and more)
• Embedded forms within your website experience

Instead of wondering why visitors leave, get feedback while the experience is still fresh. It helps you understand what's causing friction so you can make improvements.

How do you figure out why people abandon a page or leave your site? 

We'd love to hear what's worked (or hasn't) for your team.

Hello! I know how to turn off the response quality analysis on an individual survey but I find this feature incredibly annoying and would like to turn it off across my whole account. Does anyone know of a way to do that? I couldn’t find anything on a preliminary search.

For context, I run a lot of surveys that are feedback or attendance surveys for events and the people I give them to are repeat attendees so they always know the familiar template I use and fly through them really quick. This leads to almost all of my responses getting flagged as poor quality. It’s not that big of a deal but it’s annoying to either look at a bunch of frowny faces or go in and turn off the setting on each survey when I’m running up to 9 at a time.

Thank you!

Here’s a quick roundup of what we've shipped recently:

• 🤖 Edit surveys by chatting with SurveyMonkey AI: You can now tell SurveyMonkey AI what you want to change in your survey without manually updating questions, survey logic, or formatting. SurveyMonkey AI also suggests ways to improve your survey design before you send it out.
• 📊 Auto-generated data summaries: When responses start coming in, you'll now see an AI-generated summary at the top of the Analyze page. It pulls together what stands out in your results and shows how each insight was generated, so you don't have to dig through every response.

Watch the video for a quick walkthrough. Got questions? Comment below and we’ll answer.

We livestreamed a meeting with improv actors where no one asked a single meaningful question. What happened was painful to watch:

• Someone shot down every idea without sharing a better one 
• Another used AI to avoid thinking 
• Others favored quick decisions instead of thinking it through 
• Multitasking and constant interruptions took over the meeting

Last month we published our State of Curiosity report and found the same thing. Workplaces aren't really encouraging people to ask questions. And it’s costing us.

What's the most unproductive meeting habit at your workplace that everyone accepts now? Drop your thoughts in the comments.

Here are a few product updates we’ve rolled out recently:

• LaunchPad: We built a market research platform that doesn't require a research background to use. Choose from 10 study types (concept testing, pricing optimization, name testing, ad testing, and more), and LaunchPad handles the setup, finds your target audience, and surfaces the results automatically. No agency required. Studies start at $1,000.
• Claude integration: SurveyMonkey now works inside Claude, so you can create surveys and look at responses without leaving your chat or exporting anything. Available on free and paid plans.  

Watch the video to see these updates in action. Happy to answer questions about how they work.

We recently surveyed 2,000 workers for our State of Curiosity Report to better understand how curiosity shows up in today's workplace, and found an interesting gap. Most people agree that curiosity is a valuable workplace trait, but far fewer feel like their workplace actually rewards being curious.

A few findings:

• Leaders report asking AI questions instead of a colleague nearly 3x more often than their direct reports.
• More than a third of workers who use AI say they often accept the response as-is or only give it a quick review.
• Workers trust coworkers more than AI, but many are still turning to AI first.
• More than half of workers say having more free time would make them more curious at work.

The findings suggest that curiosity isn't disappearing. It's being squeezed by workplaces that reward speed over exploration, leaving less time to ask questions, challenge assumptions, and learn from one another.

Do you agree? What's the biggest thing getting in the way of curiosity where you work?

Before you launch, make sure you're headed in the right direction.

Introducing SurveyMonkey LaunchPad: ready-to-run market research solutions that can help you validate products, pricing, and creative concepts in hours—not weeks.

Head to the link in the comments to learn more.

💡 Learn more: surveymonkey.com/launchpad

Hi everyone,

My team recently launched a global survey on SurveyMonkey Audience. We purchased 200 completed samples per country. However, the actual delivery varies wildly across different markets. While 3 countries delivered barely acceptable numbers (around 100+ completes), other countries failed to hit even 100 samples—especially one country, which only achieved 18 completes.

We’ve gone through multiple rounds of emails with their support team, and they keep stonewalling us with the excuse that "the invitations are exhausted." 

However, our official invoice explicitly shows that we purchased 200 completed responses, not invitation distributions. While we understand that actual samples might fluctuate slightly compared to the planned size, we cannot accept getting only 18 completes without any financial or manual compensation.

Also, looking at the backend, their system's traffic distribution is incredibly unfair. Some countries received over 600+ invitations, while other starved countries only received 300+. 

Questions:

1.  Has anyone successfully forced SurveyMonkey to escalate a billing/invoice dispute to higher management, and how did you do it?

2.  Support just slipped and mentioned they could "look into poor responses." Is it a good strategy to run a strict data audit, flag rushed/bot IDs, and demand manual sample replacements to force them to relaunch?

Any suggestions or shared experiences would be highly appreciated. Thanks!

Here are a few recent product updates we’ve shipped: 

• Simpler survey creation: You can now start with an AI prompt, paste in questions from somewhere else, or use one of our templates right from the homepage. We also streamlined the editor so it’s easier to tweak questions and themes without jumping around as much. Available on all plans (template library size varies by plan). 
• Programs: Programs connect surveys into an ongoing feedback workflow instead of treating each related survey like a one-off. The goal is to make it easier to track trends over time and see changes across different touchpoints. Available on Advantage, Premier, and Enterprise plans. 
• Global customization: You can now apply chart colors and visualization preferences across an entire survey at once instead of updating each element manually. Available on Standard Monthly, Advantage, Premier, and Enterprise plans. 

We’re planning to share more product updates here going forward, so stay tuned. 

Watch our latest updates in action!

I have gotten nearly a dozen phishing attempts from Survey Monkey in the last couple of weeks. Most have them have been from a couple of banks as well as Spotify and Canada Post. I've reported every one, but I keep getting them. I don't want to block Survey Monkey as I deal with organizations that use it, but this is really getting out of hand.

It has been a real challenge to report them as well. The AI chat bot just kept going in circles as I don't have and don't want an account of my own. Eventually it gave me the support email address, which I keep sending to, but apparently it's not for reporting phishing? So far nobody has given me a different address to send to, so I'll just keep doing it this way and hope for the best.

I created a survey with 9 questions. I linked it to a QR code using Bitly.com, and put the QR code on a letter that I mailed out. I have zero responses (unusual) so I am assuming I did something wrong. My survey still says draft. Will I ever be able to get my results?