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SurveyMonkey will acquire Usabilla to enhance customer care

Alyssa Clementi

SurveyMoney has announced it will acquire Usabilla, a global Voice of Customer (VoC) technology provider, by the end of Q2 for $80m. SurveyMonkey plans to implement Usabilla’s technology, which is currently used by brands like Lufthansa, Philips, and Vodafone, to optimize and enhance customer feedback solutions.

Usabilla is headquartered in Amsterdam, but has 130 employees in offices across Europe, the U.S, and Australia. Over 450 businesses across 35 countries use Usabilla’s platform to collect, analyze and respond to customer feedback, in real-time.

SurveyMonkey already offers SurveyMonkey CX, a turn-key NPS solution that allows businesses to collect and analyze customer feedback. Additionally, SurveyMonkey’s TechValidate collects customer feedback and turns it into usable content like testimonials and reviews. Usabilla’s system can be integrated into other SaaS platforms that are already being used by SurveyMonkey customers, which conveniently complies with SurveyMonkey’s open-platform strategy.

“Usabilla’s outstanding user experience solution for capturing real-time digital feedback enhances our enterprise offerings and expands our international footprint,” said Zander Lurie, chief executive officer of SurveyMonkey. “Every brand needs to offer a compelling digital experience to win and retain customers—Usabilla’s solution helps companies collect 100,000 feedback interactions daily so they can improve their digital experiences and drive growth. The acquisition of Usabilla strengthens our position in this rapidly growing multi-billion-dollar market. I’m thrilled to welcome the Usabilla team to SurveyMonkey for this exciting new chapter together.”

“SurveyMonkey’s global reach in over 345,000 organizations, strong brand recognition and sales expertise will accelerate our growth in new markets and verticals,” said Marc van Agteren, chief executive officer of Usabilla. “We share the mission to power the curious and a commitment to building SaaS offerings that help our clients improve their customer experiences.”