Products

SurveyMonkey is built to handle every use case and need. Explore our product to learn how SurveyMonkey can work for you.

Get data-driven insights from a global leader in online surveys.

Explore core features and advanced tools in one powerful platform.

Build and customise online forms to collect info and payments.

Integrate with 100+ apps and plug-ins to get more done.

Purpose-built solutions for all of your market research needs.

Create better surveys and spot insights quickly with built-in AI.

Templates

Measure customer satisfaction and loyalty for your business.

Learn what makes customers happy and turn them into advocates.

Get actionable insights to improve the user experience.

Collect contact information from prospects, invitees, and more.

Easily collect and track RSVPs for your next event.

Find out what attendees want so that you can improve your next event.

Uncover insights to boost engagement and drive better results.

Get feedback from your attendees so you can run better meetings.

Use peer feedback to help improve employee performance.

Create better courses and improve teaching methods.

Learn how students rate the course material and its presentation.

Find out what your customers think about your new product ideas.

Resources

Best practices for using surveys and survey data

Our blog about surveys, tips for business, and more.

Tutorials and how to guides for using SurveyMonkey.

How top brands drive growth with SurveyMonkey.

Contact SalesLog in
Contact SalesLog in

CUSTOMER STORY

Learn how Ryanair uses SurveyMonkey to understand every stage of its customer experience and act on insights, fast.

Woman typing on laptop, next to Ryanair logo

Swords, Ireland

10K

Airlines and aviation

Customer experience

Ryanair is part of Europe’s largest airline group, connecting travelers to over 240 destinations in over 40 countries. Committed to sustainability goals and known for budget-friendly flights, the company recognizes that first-class experiences start with feedback. With SurveyMonkey, it can listen to customers at scale, make strategic decisions, and even celebrate team wins.


500K CSAT survey responses/month


8-13% CSAT response rate


Critical integration: Microsoft Power BI

Ryanair serves over 160 million people per year and offers over 3,000 daily flights. That adds up to countless customer touchpoints that can’t be overlooked. “The Ryanair stance is that everyone who books with us should have the opportunity to give us feedback,” explained Rawaa Shami, market research manager. “After a flight, all passengers get a 5-minute customer satisfaction survey so we can understand their experience.”

This survey receives nearly 500,000 monthly responses—a massive amount of data—and Ryanair’s feedback strategy doesn’t stop there. It frequently taps into its customer base for a variety of data needs, which clears the runway for better customer relationships. To get it all done, and ensure actionable insights, the company relies on SurveyMonkey Enterprise

Photo of RyanAir planes

“SurveyMonkey is an easy platform that allows us to engage our customers to understand where we can improve and hear firsthand about our customer experience.”


Rawaa Shami
Market Research Manager

To make the most of Ryanair’s sky-high CSAT response volume, Shami and her team combine all that data with the SurveyMonkey Microsoft Power BI integration. This helps reveal customer sentiment around everything from booking and check-in to the in-flight experience and customer service interactions. 

Within the Power BI dashboards, the team applies filters by customer type, market, and flight route. Plus, it’s easy to spin up weekly, monthly, quarterly, and yearly trend reports that go all the way up to the Ryanair C-suite.

Shami’s team also uses customer surveys to understand specific markets, track brand sentiment, and gauge the effectiveness of things like Ryanair app updates or new check-in kiosks. “We can see what changes are improving our app experience,” said Shami. “We can look at the data on our new kiosks and say this is what people struggled with, this is what they liked, and this is how we can make improvements.”

Woman typing on laptop, surrounded by charts and graphs

“The SurveyMonkey Power BI integration helps us turn huge amounts of data into actionable insights. It makes it easy to drill down and look at different customer types or specific markets at a granular level.”


Rawaa Shami
Market Research Manager
Ryanair

Shami has found that customers’ open-ended survey responses often mention service improvements that are already on the roadmap, confirming that Ryanair is on the right path for even better experiences. And being able to drill down into customer data at a granular level has been a key advantage; based on SurveyMonkey insights, Ryanair identified check-in and onboarding pain points at specific airports, which has helped it focus on making timely updates at those locations.

Feedback is also empowering Ryanair to celebrate customer experience wins. Through customer surveys, the company can spot when specific flight crews, customer service reps, or airports achieve high customer satisfaction scores and recognize those hard-working teams. SurveyMonkey has made it easy for Ryanair to collect customer feedback at scale, set the right goals and priorities, and continuously improve the experiences of travelers all over the world.

Build and scale a VoC program to boost customer retention.

Spot customer pain points and drive revenue growth.

Automate your NPS program and build customer loyalty.

Request an enterprise demo today.

NPS, Net Promoter & Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.