LOUISVILLE, COLORADO, JANUARY 12, 2022 – Alchemer (formerly SurveyGizmo) – a global leader in Customer Experience (CX) and Voice-of-the-Customer (VoC) technology – announced today the successful completion of its Service Organization Control (SOC) 2 Type 2 examination, which demonstrates compliance with the leading industry standards for managing enterprise data. Alchemer requested this voluntary audit to further affirm its long-standing commitment to information and data security and privacy practices, ensuring policies, procedures and operations not only meet, but exceed the industry standards for security, availability, and confidentiality.  

“Collecting and managing customer data is our core business. Completing the SOC 2 Type 2 examination demonstrates that we are taking the required steps to protect our customers’ data,” said David Roberts, CEO of Alchemer. “Alchemer has long been at the forefront of ensuring data security and privacy, and we will continue to invest heavily in fiercely safeguarding customer data.”

In 2019, Alchemer completed a SOC 2 Type 1 examination. The SOC 2 standard validates that systems are established to manage the security, availability, processing integrity, confidentiality, and privacy of customer data. Alchemer’s data centers are now all SOC 1 (financial systems), SOC 2 (information systems), and SOC 3 (business systems) certified. 

About SOC 2 Certification

The American Institute of CPAs (AICPA)’s Service Organization Control established the Security Operations Center (SOC) standard as a means to assure customer data security in different systems. The SOC 2 standard focuses on information systems, assuring customers that they have been audited for customer data security, availability, processing integrity, confidentiality, and privacy. In addition to the technical audit, there is a requirement for the company to document and follow comprehensive information security policies and procedures.

SOC 2 applies to organizations that store customer data in the cloud, which includes virtually every SaaS (Software as a Service) company, such as Alchemer. SOC 2 Type 1 assesses the design of security processes at a specific point in time, while a SOC 2 Type 2 report assesses the effectiveness of those controls over time by observing operations for six months. 

About Alchemer  

Alchemer (formerly SurveyGizmo) offers the world’s most flexible feedback and data collection solution, with twice as many question types and a low-code design that allows innovative thinkers across organizations to solve real business problems cost-effectively. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500. 

Contact:
Connect Marketing
Sherri Walkenhorst
[email protected]
(801) 373-7888

The post Alchemer Raises Commitment to Security and Privacy, Completes SOC 2® Type 2 Examination appeared first on Alchemer.

LOUISVILLE, COLORADO, DECEMBER 21, 2021 – Alchemer (formerly SurveyGizmo) – a global leader in Customer Experience (CX) and Voice-of-the-Customer (VoC) technology – announced today that G2.com awarded the company’s enterprise feedback platform the Best Meets Requirements, Fastest Implementation, Easiest Setup, Easiest Admin, and Easiest to Use awards in the G2 Reports for Winter 2022.

“Earning these awards demonstrates that we’ve successfully made business-critical technology very accessible by making it easy to set up, administer, and use,” said Chris Benham, Chief Marketing Officer at Alchemer. “Organizations want high-value applications that don’t weigh down business and technology teams. Our no-code / low-code approach ensures that business users can easily collect, workflow, and act on customer and employee feedback.”

G2 users also ranked Alchemer #1 in six feature categories – Question Types, Reporting and Analytics, BI Tools Integrations, Branching and Skip Logic, Templates, and Permissions. Additional awards earned by Alchemer include Leader in the Enterprise, Mid-Market, and Small Business categories as well as Momentum Leader and Leader in Europe.

The G2 reports are based on ratings by business professionals. Alchemer received ten or more reviews and five responses for each of the usability-related questions to qualify for inclusion in the different Indexes.

“Rankings on G2 reports are based on data provided to us by real users,” said Michael Fauscette, Chief Research Officer, G2. “We are excited to share the achievements of the products ranked on our site because they represent the voice of the user and offer terrific insights to potential buyers around the world.”

For more information on how Alchemer helps organizations of all sizes collect and act on market, customer, and employee feedback, visit alchemer.com.

About G2
G2, the world’s leading business solution review platform, leverages 1M+ user reviews to drive better purchasing decisions. Business professionals, buyers, investors, and analysts use the site to compare and select the best software and services based on peer reviews and synthesized social data. Every month, more than three million people visit G2’s site to gain unique insights.

About Alchemer
Alchemer (formerly SurveyGizmo) offers the world’s most flexible feedback and data collection platform, with twice as many question types and a low-code design that allows innovative thinkers across organizations to solve real business problems cost-effectively. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.

For more information about Alchemer visit Alchemer.com.

Contact:
Connect Marketing
Sherri Walkenhorst
[email protected]
(801) 373-7888

The post Alchemer Named the Fastest, Easiest, and Best Feedback Platform According to G2 Winter 2022 Reports appeared first on Alchemer.

LOUISVILLE, COLORADO, December 7, 2021: Alchemer — a global leader in Customer Experience (CX) and Voice-of-the-Customer (VoC) technology, including its widely used enterprise feedback platform — announced today that it has been named to the Gartner Magic Quadrant for Voice of the Customer for the second year in a row. 

“Customers rely on Alchemer to deliver a wide range of data collection channels, strong dashboard analytics, and streamlined integration with multiple third-party applications,” said David Roberts, CEO of Alchemer. “Our solution provides rapid speed to value. Customers are able to easily configure the platform to their specific use case with little to no IT involvement, meaning organizations can collect and act on feedback from customers and employees almost immediately.”

Gartner defines a Voice of the Customer (VoC) application as one that integrates feedback collection, analysis and action into a single interconnected platform that helps understand and improve the customer experience.¹ Alchemer was recognized for its ability to execute and completeness of vision.

Download the full report to learn how Alchemer can help your business capture feedback your way and act on it right away.

About Alchemer

Alchemer (formerly SurveyGizmo) transforms customer and employee feedback into operational gold to create customer-centric organizations. Alchemer provides an enterprise feedback platform and solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.

Contact

Connect Marketing

Sherri Walkenhorst

[email protected]

(801) 373-7888

Gartner Disclaimer:

¹Gartner, “Magic Quadrant for Voice of the Customer, 29 November 2021, Jim Davies, Ed Thompson

GARTNER and Magic Quadrant are registered trademarks and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

The post Alchemer Named to the 2021 Gartner® Magic Quadrant™ for Voice of the Customer for Second Consecutive Year appeared first on Alchemer.

Most survey solutions will help you with a simple poll of how people feel or help you build a form to find out what people want to eat. But when it comes to building complex surveys for market research, customer experience, employee experience, or more, you need a solution that is more business software than consumer.

This chart outlines key metrics used by IT and Operations teams to select software ideal for their enterprise business.

How Enterprise Survey Solutions Stack Up

An examination of each company reveals additional details:

Qualtrics

From customer insights to market research to concept testing, Qualtrics CoreXM is the central research platform that allows anyone to capture experience insights and take action. More than 11,000+ of the world’s best brands rely on Qualtrics to power their most critical business decisions.

What users like: In-application reporting, analytics,

What users dislike: Limited flexibility, typically

What IT/InfoSec likes: Typically, Qualtrics is a safe solution

What IT/InfoSec dislikes: Requires long and complex implementation, often using professional services or consultants. Also requires IT involvement in any customization.

What Procurement likes: Easy vendor approval, one source for billing

What Procurement dislikes: High costs, unpredictable expenses for responses

Alchemer

Every market research, employee, or customer-feedback program begins with asking questions and gathering feedback. Alchemer (formerly SurveyGizmo) offers almost twice as many question types as the competition. This makes Alchemer the logical choice for serious researchers, companies surveying large groups, teams that run surveys often, and ongoing customer satisfaction surveys because there are no per-response charges.

What users like: Variety of test and question types, advanced piping and logic, flexibility, unlimited questions and virtually unlimited responses, ability to add video

What users dislike: Platform translates through browser settings, customization, email actions

What IT/InfoSec likes: Ability to centrally administer policies, ease of implementation, highest user adoption, GDPR and CCPA compliance, SOC2, ISO 27001 certification

What IT/InfoSec dislikes: Offers limited admin controls

What Procurement likes: Affordable pricing for an enterprise, volume discounts, no charge per response

What Procurement dislikes: Pricing for occasional surveys

Momentive/SurveyMonkey

SurveyMonkey is a provider of web-based survey solutions, trusted by millions of companies, organizations, and individuals alike to gather the insights they need to make more informed decisions.

What users like: Simple, easy to use, not complex

What users dislike: Lack of complexity, lack of question types, frustrations with reporting

What IT/InfoSec likes: Fairly easy to deploy

What IT/InfoSec dislikes: Lack of IT/InfoSec oversight

What Procurement likes: Initially affordable

What Procurement dislikes: Unexpected costs (80 cents per response over 10K)

SurveySparrow

SurveySparrow is an end-to-end omnichannel experience management platform that bundles Customer Experience and Employee Experience tools such as NPS, Offline, Chat, Classic, and 360° Surveys, which are mobile-first, highly engaging, and user-friendly. The conversational UI lets your surveys deliver a chat-like experience and increases survey completion rates by a whopping 40%.

What users like: Mobile survey building, conversational UI

What users dislike: Lack of question types, limited design and formatting, no white-labeling

What IT/InfoSec likes: Easy to use, no training

What IT/InfoSec dislikes: Poor support

What Procurement likes: Low entry cost

What Procurement dislikes: Poor value compared to other solutions

Typeform

Power your brand’s interactions with beautifully designed, professional-looking online forms & surveys that people just love. Collect feedback, sign people up to events, receive job applications, take payments, create engaging quizzes or interactive stories.

What users like:  Stylish surveys, ease of use, qualitative results

What users dislike: Limited capabilities, lack of qualitative results

What IT/InfoSec likes: Easy to deploy

What IT/InfoSec dislikes: Lack of compliance, poor support

What Procurement likes: Low entry cost

What Procurement dislikes: High cost per response, poor value compared to other solutions

The post The Top 5 Survey Solutions for Enterprises appeared first on Alchemer.

Now when copying surveys, you have the option to select “Copy Quota” which copies over any Logic Quotas and Distributed Logic Quotas to the new survey. Copying of Overall Quota is unchanged.

The process is as simple as selecting the project with the quotas you’d like to copy, and then within the Copy window selecting “Copy Quotas” and naming the new survey.

This new feature saves you time by removing the need for manual replication. For more information and a detailed description of how to take advantage of this feature, please visit the Copy Quotas documentation.

Quotas are available with Professional and Full Access subscriptions.

The post Discover the New Copy Quota Feature appeared first on Alchemer.

Alchemer Customer Engagement for Sales

Alchemer Customer Engagement for Sales is designed to help sales teams build hyper-personalized relationships with customers throughout the entire buyer’s journey. Susan McGovern, VP of Customer Value and Enablement, shares her thoughts in a recent interview and went more in depth in this webinar with SVP of Sales, Mary Beth Addison. 

• Watch the ACES Webinar 
• View other Alchemer webinars on BrightTALK 

Employee Centricity is Customer Centricity

It’s been a year since the pandemic arrived and we closed the Alchemer office in Boulder and sent everybody home. Over the last 12 months, everything about the workplace has changed. At Alchemer our customers are the center of our business. However, there’s an additional layer that’s part of that foundation – our employees. Alchemer’s VP of Human Resources, Heather Rollins, writes that fundamentally, employee centricity empowers employees to put the customer at the heart of every business decision.

Read More

What’s New from Alchemer University?

AU’s newest program includes seven courses to help you identify the best mix of distribution methods to reach multiple groups of respondents, increase response rates, and keep all the data in one project. Learn more.

Looking to Solve Something Else?  

You will find all of the Alchemer University Courses in the Alchemer app at the bottom of the left-hand navigation menu. 

Education and Research

Research is the foundation of many educational institutions, but if your survey solution doesn’t work across all your needs, you might be spending money you could use elsewhere. Alchemer offers many uses throughout campus, without giving up the centralized IT control your institution needs to protect respondents, students, faculty, staff, and alumni. Learn More.

Tips & Tricks
Employee Engagement – Anonymous Surveys by Department 

Employees are an important part of your business foundation and can provide critical insights impacting the bottom line. Whether you want a quick pulse check, or a more in-depth review, allowing your employees to provide their feedback anonymously is invaluable. Learn how to set up anonymity in your Alchemer surveys. Learn more.

Customer-Centric Extras

More in Employee and Customer Centricity:

• Get the Customer-Centric E-Guide
• Trends in Customer Centricity
• Employee Cenricity: Behind the scenes at Alchemer

The post Alchemer Monthly Insider, March appeared first on Alchemer.

LOUISVILLE, Colorado, March 2, 2021 – Alchemer – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today that it has launched Customer Engagement for Sales, an integrated software solution that empowers sales teams to create a customer-centric selling model, integrating the voice of prospects and customers into hyper-personalized messaging for key interactions.

In a recent report, Salesforce.com found that 89% of business customers expect companies to understand their needs and expectations. With Alchemer Customer Engagement for Sales, sales teams of all sizes and roles can capture customer feedback at defined stages throughout the customer relationship. Complete captured relationship data and customer feedback are immediately recorded in a CRM, delivering feedback to customer-facing team members. Communications within the solution are pre-configured and in a single location including workflows. Everything is scalable and can be personalized by individual sales personnel.

“I’ve spent much of my career in sales-leadership positions and I wish this solution existed much sooner,” said Mary Beth Addison, Senior Vice President of Sales at Alchemer. “The Alchemer Customer Engagement for Sales solution empowers sales teams to collect the information needed to understand the unique voices of their prospects and customers to take action and move forward quickly. Business customers want to be treated as individuals. This solution makes that possible.”

“Transformation to a customer-centric organization involves both cultural and technical shifts,” said Ryan Tamminga, Vice President of Customer Success at Alchemer. “This solution immediately helps organizations to create hyper-personalized communications that will strengthen both customer relationships and the customer journey.”

About Alchemer

Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and pre-packaged solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.

For more information about the Alchemer Customer Engagement for Sales solution, visit https://www.alchemer.com/customer-engagement-for-sales/

The post Alchemer Empowers Sales Teams to Deliver Customer-Centric Selling Throughout the Customer Journey appeared first on Alchemer.

Today we’re talking to Michael Kleck, Director of Compliance and Information Security at Alchemer about Alchemer’s recent ISO 27001 certification.  

What is ISO 27001 Certification and what does it mean? 

Michael: ISO 27001 certification demonstrates that an organization like Alchemer has invested in the people, processes, and technologies to protect their customers’ data. It provides an independent, expert assessment of whether an organization is protecting their customers’ data at the highest levels. 

Getting ISO 27001 Certified was a big deal for Alchemer. What was the process behind the scenes? 

Michael: Earning an ISO 27001 Certification is a major commitment. It takes time, money, and a lot of effort. So you have to make this commitment as a company, because everybody will be involved. You really must want to do this.  

The first step was to conduct a self-review. This meant comparing the ISO 27001 requirements to what we were actually doing. We looked at where we were and what we were missing. This gap analysis gave us a pretty clear plan for remediation, so we knew what we had to do.  

Can you talk about the remediation process? 

Michael: The remediation process is about building whatever is missing. In our case, we needed to create some new processes, procedures, and even add some technologies. It also involves correctly organizing your team so that everybody knows and understands their roles and responsibilities.  

Once we put everything in place, we needed to document it for the auditors. There are three parts to passing the certification: you need to do all of the right things for data security, confidentiality, integrity and availability; document that you are doing those things; and then prove that you are doing everything you documented.  In other words, say what you do, and do what you say. 

When do you engage the auditor? 

Michael: Some companies engage an auditor to help with the gap analysis. We chose to engage with the auditor once we felt that we had addressed the gaps we had discovered. The auditor came in and asked a lot of questions about our processes, procedures, and technologies. Then they interviewed our staff and reviewed our documentation.  

Once they felt they had enough information, they wrote a report and sent it to the standards committee. The committee reviewed and evaluated the report, and certified it.  

How many people were involved in earning the certification? 

Michael: Everybody on staff had to be involved at some level through training and testing. Even our vendors had to complete risk assessments. Every month, we require our entire employee base to complete training and pass one or more tests to show their understanding of their role in keeping our clients’ data safe. On the InfoSec side, Brett Gedvilas led the effort. He put in the long hours for several months to remediate our gaps and to document everything for the auditor. 

What does this mean to Alchemer? 

Michael: ISO 27001 is an internationally recognized standard that gives us recognition worldwide  showing Alchemer complies to a stringent security framework. It means that people and other companies can trust us with their data and their business. It also says that we are a major player, not a start-up, because the investment in achieving an ISO 27001 certification is quite significant.  

Does ISO 27001 Certification affect GDPR and CCPA? 

Michael: ISO 27001 expands upon our GDPR and CCPA efforts. The ISO 27001 Certification addresses our security framework, risk management, and data confidence, while GDPR and CCPA apply to data privacy. However, you can’t have data privacy without having top-flight data security. Alchemer offers both. 

What does ISO 27001 Certification mean to our customers? 

Michael: It means that the safety and security of our clients’ data is our primary concern. It’s what our business and reputation are built on. So, we go the extra mile to adhere to these standards, to prove that we adhere to these standards, and to prove that our clients’ data is safe.  

It also lets our clients know that our entire team – all the way to the C-Level executives – are intimately involved in the security and integrity of our systems and processes. And that everybody throughout the organization takes data security very seriously. 

The post Behind the Scenes of Alchemer’s ISO 27001 Certification appeared first on Alchemer.

Watch the webinar here. 

On December 16, 2020, Alchemer CEO, David Roberts, and VP of Customer Success, Ryan Tamminga, sat down with Jeannie Zaemes, Director of Growth Marketing, to discuss their predictions for how customer experience will change in 2021.  

What follows is a summary of the main points, but for the full story you’ll want to watch the webinar. 

Trend 1: We believe that customer experience will be powered by leaders on the front lines 

Here David and Ryan talked about how organizations will move to a more centralized customer experience, yet expand to every department as customers touch more parts of the business. Customer experience will be powered by leaders on the front lines, as they are the people who can close the loop with the customer. This helps people feel that they are heard and encourages them to participate in your Voice of the Customer programs. 

Trend 2:  We believe that digital transformation efforts will accelerate dramatically. In many instances, customers can no longer engage with a company face–to–face 

During the pandemic, customers have lost immediate face-to-face interaction, such as going to the mall to shop or flying to meet a business-to-business customer. How do you create trust and intimacy without the face-to-face experience? Your website is now your storefront for your business. Companies that are thriving today are those that have successfully embraced digital transformation to do business digitally, even though the experience is different.  

Trend 3: We predict that the sophistication of CX will skyrocket   

As a result of the pandemic, there will be a new wave of automation at the customer level that will eliminate background activities and give more time to customer-facing teams to engage directly with their customers. Artificial Intelligence (AI) technology will help automate background activities, and organizations will need to apply higher-level skillsets to better engage customers to build hyper-personalized experiences. 

Trend 4:  We predict that some companies will over-rotate toward automation 

In the rush to embrace digital transformation, it’s easy to go too far. Automating background activities is a good thing to do as it frees up people to spend more time with customers. We believe that it’s possible to automate too many customer-facing interactions. Companies will need to guard against further separating themselves from the few remaining personal interactions that the global pandemic permits. Use automation to allow for more personal customer engagements, not to replace to them.  

Trend 5: Employee experience will be just as critical as customer experience 

It’s easy to be isolated and transactional with everybody working remotely. Being able to engage your employees in the same ways you engage your customers helps you retain your best people and maintain your corporate culture. Keeping a pulse on your employees allows you keep your employees engaged and passionate about their work and company. It’s hard right now, but the more you work to keep that engagement and passion high, the more your customers will enjoy their experiences with your company. 

Hear more from David and Ryan 

While we have covered a lot here, the webinar offers even more, including more than ten minutes of questions and answers with David and Ryan. To watch the webinar, click here and sign in. You will also find other webinars about NPS, Employee Experience, and Risk Assessments. 

The post How Will Customer Experience Change in 2021? appeared first on Alchemer.

Louisville, Colorado, December 15, 2020 — Alchemer, one of the world’s leading customer experience (CX) and voice-of-the-customer (VoC) platform providers, today announced that it has earned ISO 27001 certification from NSF International.

“Properly managing customer information and ensuring data privacy is critically important to our customers,” said, David Roberts, CEO of Alchemer. “Earning our ISO Certification demonstrates our commitment to keeping our customers’ data safe and private.”

About ISO 27001 Certification

ISO 27001 certification demonstrates that an organization has invested in the people, processes, and technologies to protect their customers’ data. It provides an independent, expert assessment of whether an organization is protecting their customers’ data at the highest levels. The certification is achieved through an accredited certification body (in this case NSF-ISR) and provides evidence that the accredited company is managing information security according to international best practice.

“ISO 27001 compliance is becoming increasingly important as regulatory requirements such as GDPR and CCPA require organizations to protect customer, consumer, and personal data,” said Dave Barr, CTO of Alchemer. “Alchemer connects companies with their customers and employees. Our customers need to know that we’re doing it to the highest standards of data security and privacy.”

About NSF International Strategic Registrations (NSF-ISR)

NSF International Strategic Registrations (NSF-ISR, nsf-isr.org) is a leading global certification body known for its superior technical expertise and customer satisfaction. Through the highest level of integrity, the NSF-ISR mark is known as the gold standard of the certification industry. NSF-ISR offers comprehensive management systems registrations to internationally accepted standards for quality assurance and environmental protection for the automotive, aerospace, chemical, energy, medical and manufacturing industries (e.g., ISO 9001, ISO 14001, ISO 45001, AS9100, IATF 16949, etc.).

About Alchemer

Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and pre-packaged solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.

For more information about Alchemer, visit Alchemer.com.

Contact:

Alchemer
Connect Marketing
Sherri Walkenhorst
[email protected]
(801) 373-7888

The post Alchemer Earns ISO 27001 Certification appeared first on Alchemer.