SurveySensum Company Profile

Background

SurveySensum, established in 2019, is an AI-enabled customer experience management platform designed to help businesses collect, analyze, and act on customer feedback in real-time. The company's mission is to make research accessible and affordable for mid-sized and large corporations, enabling them to understand and enhance customer experiences effectively. Operating across various industries—including telecommunications, automotive, banking, insurance, fintech, FMCG, real estate, and retail—SurveySensum has a significant presence in over 30 countries, serving more than 500 enterprises globally.

Key Strategic Focus

SurveySensum's strategic focus centers on providing comprehensive customer feedback solutions that drive business growth and customer satisfaction. The platform specializes in:

Survey Solutions: Offering Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) surveys to measure and improve customer experience metrics.

Omnichannel Feedback Collection: Enabling businesses to gather feedback across multiple touchpoints, including email, WhatsApp, SMS, and social media.

Real-Time Analytics: Utilizing AI-powered text and sentiment analysis to transform customer feedback into actionable insights.

Closing the Feedback Loop: Empowering teams to respond promptly to customer feedback, reducing churn and enhancing loyalty.

By integrating these capabilities, SurveySensum aims to help businesses become more customer-centric and responsive to market demands.

Financials and Funding

As of 2024, SurveySensum reported a revenue of $8.9 million, marking a 62.62% year-over-year growth from $5.5 million in 2023. The company has achieved this growth without external funding, maintaining a self-sustaining business model.

Technological Platform and Innovation

SurveySensum differentiates itself through its AI-driven platform, which includes:

Proprietary Technologies: AI-enabled experience management tools that decode customer feedback into actionable insights.

Scientific Methodologies: Advanced text and sentiment analysis algorithms that process open-ended data efficiently, providing real-time insights.

Integration Capabilities: Seamless integration with existing CRM systems, facilitating a unified approach to customer experience management.

These innovations enable businesses to conduct efficient, interactive surveys and derive meaningful insights to inform strategic decisions.

Leadership Team

Rajiv Lamba, Founder and CEO: A seasoned market research expert with over 25 years of industry experience. Prior to founding SurveySensum, Rajiv successfully grew Kadence Indonesia from $2 million to $10 million, creating significant employment opportunities and inspiring future leaders. He is recognized for introducing data visualization and neuroscience to the Indonesian market research industry.

Tanuj Diwan, Co-Founder & Head of Product: Tanuj brings extensive experience in product development and management, focusing on enhancing SurveySensum's offerings to meet evolving customer needs.

Competitor Profile

Market Insights and Dynamics

The customer experience management industry is experiencing rapid growth, driven by businesses' increasing focus on customer satisfaction and loyalty. The market is characterized by the adoption of AI and machine learning technologies to analyze customer feedback and improve service delivery.

Competitor Analysis

Key competitors include:

Reputation.com: Offers online reputation management and customer experience solutions, focusing on enhancing brand perception and customer engagement.

360insights: Provides channel technology and develops a Channel Success Platform, enabling businesses to manage and optimize their channel programs.

ActionIQ: Delivers customer experience software solutions, emphasizing data-driven insights to personalize customer interactions.

Netigate: Develops a feedback-based experience management platform, facilitating the collection and analysis of customer and employee feedback.

These competitors offer various tools and platforms aimed at improving customer experience, each with unique features and market approaches.

Strategic Collaborations and Partnerships

SurveySensum has established partnerships with over 500 enterprises globally, spanning diverse sectors such as telecommunications, automotive, banking, insurance, fintech, FMCG, real estate, and retail. These collaborations have enabled the company to expand its market presence and enhance its platform's capabilities to meet industry-specific needs.

Operational Insights

SurveySensum's strategic considerations include:

Market Positioning: Positioning itself as a cost-effective and user-friendly alternative to traditional market research tools, appealing to mid-sized and large corporations seeking efficient customer feedback solutions.

Competitive Advantages: Offering AI-driven analytics, real-time insights, and seamless integration with existing systems, providing a comprehensive solution for customer experience management.

Strategic Opportunities and Future Directions

SurveySensum's strategic roadmap focuses on:

Product Enhancement: Continuously improving its platform by incorporating advanced AI capabilities and expanding survey offerings to address emerging market needs.

Geographical Expansion: Strengthening its presence in existing markets and exploring opportunities in new regions to serve a broader customer base.

Industry Diversification: Expanding its services to cater to additional industries, leveraging its adaptable platform to meet diverse customer requirements.

By leveraging its technological strengths and customer-centric approach, SurveySensum is well-positioned to capitalize on future growth opportunities in the customer experience management industry.