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SurveyMonkey acquires voice of customer (VoC) tech provider for $80 million

SurveyMonkey has entered into an agreement to acquire Usabilla, a voice of customer (VoC) technology provider, whose solutions are used by more than 450 enterprises in 35 countries, including global brands like Lufthansa, Philips, and Vodafone, to collect, analyze, and act on real-time user feedback to improve their products and customer experience. Headquartered in Amsterdam, Usabilla employs more than 130 people in Europe, the United States, and Australia.

Under the terms of the agreement, SurveyMonkey will acquire Usabilla for approximately $80 million, comprised of a mix of cash and equity, and subject to certain purchase price adjustments and customary closing conditions. The acquisition is expected to close in Q2 2019.

Usabilla’s user experience solution for capturing real-time digital feedback enhances SurveyMonkey’s enterprise offerings and expands its international footprint, said Zander Lurie, CEO of SurveyMonkey.

SurveyMonkey data shows that 75% of users have left a website and 58% have abandoned an online purchase because of a bug or poor user experience. At the same time, website owners and developers lack visibility on the digital experiences they offer as only a small fraction of customers find a way to give feedback.

According to SurveyMonkey, Usabilla’s platform makes it easy to collect the feedback that can transform digital experiences and accelerate sales, and complements SurveyMonkey’s existing enterprise solutions to deliver a comprehensive portfolio. SurveyMonkey already offers SurveyMonkey CX, a turn-key NPS solution for businesses to collect, understand, and act on customer feedback, and TechValidate, which captures and transforms customer feedback.

For more information, go to www.surveymonkey.com.

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