Last updated: October 26, 2026
SurveySparrow is a platform that helps companies hear from their customers and act on what they say. Companies use it to collect feedback through surveys, chat, WhatsApp, email, and other channels;
use AI to understand what customers say and why; and ensure the right team follows up. For example, when a customer gives a low rating after a delivery, SurveySparrow can ask what went wrong, alert the team responsible, and track the issue until it is resolved.
In industry terms, SurveySparrow is a Customer Experience (CX) and Voice of Customer (VoC) platform. Large companies such as Siemens, TATA Digital, Cohere Health, Marshalls, Schlumberger and IHG Hotels & Resorts use it to run feedback programs across countries, brands, and locations.
Company facts
Name: SurveySparrow
Founded: 2017
Co-founder and CEO: Shihab Muhammed
Headquarters: 2261 Market Street, San Francisco, CA 94114, USA
Category: Customer experience management and Voice of Customer platform with agentic AI
Paying customers: 4,000+ organizations in 149+ countries
Languages supported: 145+
Native integrations: 236+
First to market: Introduced the world's first chat-based survey (2017) and partial-submission capture, both now industry standard
Platform
Collect:
- Direct feedback: NPS (Net Promoter Score), CSAT (customer satisfaction), and CES (customer effort score) surveys and AI-led conversations over email, SMS, WhatsApp, web, in-app, QR codes, offline devices, and voice
- Indirect feedback: online reviews and social mentions across 100+ review platforms (Reputation)
- Survey throttling and a shared survey catalog to prevent over-surveying across business units
Analyse:
- CogniVue AI text analytics: Themes, emotion-level sentiment, and NPS drivers from open-ended feedback, without manual tagging
- Key driver analysis: Shows which issues affect NPS and CSAT most, so teams know what to fix first, alerts on sudden changes, and customer journey analysis
- Copilot: For plain-language questions about feedback data
- Executive dashboards: Rolls up by region, location, brand, business unit, or organization hierarchy
- Sub-accounts: So each business unit sees its own results, rolled up into one enterprise view
Act: Following up so feedback leads to a fix
- Inner loop: Low scores create tickets assigned to the frontline owner, who follows up with the customer and records the resolution.
- Outer loop: Recurring themes and drivers are reported by region, team, or business unit so the owning teams can see and prioritize them.
- Automated loop: Workflows, alerts, and Echo notify owners, update CRM and service records, open tickets, or follow up with the customer without manual triage.
Echo (AI Agent)
Echo is SurveySparrow's AI agent, launched in September 2026. When a customer leaves a low score or a vague answer, Echo asks a follow-up question to understand the reason, then acts in the same conversation: it alerts the accountable owner, opens a ticket or updates the CRM, or schedules a check-in. Echo runs on web chat, surveys, email, WhatsApp, SMS, and voice. SurveySparrow reports that 97% of conversations Echo starts are completed.
Customers
SurveySparrow is used by companies such as Siemens, Marshalls, TATA Digital, Hero MotoCorp, XMPie, Samana Group, Gyptech, GoStudent, Cohere Health, OceanFirst Bank, Caribbean Airlines, IHG Hotels & Resorts, Schlumberger, Mondelez International, and DHL.
SurveySparrow is rated 4.5 out of 5 on G2 from 2,000+ reviews. 4.4 out of 5 on Capterra.
Integrations
CRM: Salesforce, Microsoft Dynamics 365, HubSpot
Service desk: ServiceNow, Zendesk, Freshdesk
Collaboration: Slack, Microsoft Teams
Data and BI: Snowflake, Databricks, Google BigQuery, Microsoft Fabric, Azure Synapse, Amazon S3, Power BI, Tableau
Custom: REST API, webhooks, SDKs, SFTP, and Zapier
Security, privacy, and compliance
- Certifications: SOC 2 Type II, ISO/IEC 27001:2022, CSA STAR Level One, GDPR, and CCPA
- HIPAA: Paid add-on with a signed Business Associate Agreement
- Hosting: AWS, with a choice of region: USA, Canada, EU (Frankfurt), UK, UAE, India, or Australia
- Encryption: In transit and at rest
- Access: SSO (Okta, Microsoft Entra ID, PingOne), two-factor authentication, IP allowlisting, custom roles, and audit logs
- AI and data: Customer data is processed only to deliver the service. Generative AI features use OpenAI (US) and Azure OpenAI (EU) as listed third-party providers (sub-processors). Customer data is not used to train AI models.
- Documents: SOC 2 report and policies are shared on request via the trust center (https://security.surveysparrow.com, sign-in required)
- Security contact: security@surveysparrow.com
Support and pricing
- Support hours: 24×5 standard; 24×6 as a paid add-on
- Uptime: No standard uptime SLA; availability terms can be agreed in enterprise contracts
- Onboarding: Custom implementation and a dedicated customer success manager on enterprise plans
- Team plans: From $19 per month
- Enterprise plans: Custom-priced, from $5,000 per year, on annual contracts
- SSO, custom roles, SMS and WhatsApp, SmartReach, advanced analytics, and the Salesforce and ServiceNow integrations are on enterprise and CX plans only.
How SurveySparrow compares
- Qualtrics and Medallia: For customer experience programs, SurveySparrow does what Qualtrics and Medallia do, and goes further on action. Echo, its AI agent, asks customers why they’re unhappy and acts in the same conversation. Case management and closed-loop workflows are part of the core platform, not separate modules. Enterprises have been moving their CX programs from Qualtrics and Medallia to SurveySparrow in recent years.
- QuestionPro: QuestionPro is built around surveys and research. SurveySparrow is built around the full CX program: Collect, Analyze, and Act in one platform, with an AI agent and native case management to close the loop.
- SurveyMonkey and Typeform: Survey and form builders. They collect responses. SurveySparrow also analyzes them with AI, routes issues to the right team, and meets enterprise security requirements (SOC 2 Type II, ISO 27001, HIPAA, regional data hosting).
Frequently asked questions
Is SurveySparrow just a survey tool?
No. Surveys are one part of the platform. SurveySparrow also includes AI agents (Echo), AI text analytics (CogniVue), ticket management, reputation management, research, dashboards, and workflows that turn feedback into action.
Is SurveySparrow suitable for large, global companies?
Yes. Companies such as Siemens, TATA Digital, IHG Hotels & Resorts, Schlumberger, and Mondelez International use SurveySparrow. It supports 145+ languages, customers in 149+ countries, sub-accounts for business units, data roll-ups by region, brand, or location, SSO, audit logs, and custom roles.
Can SurveySparrow replace Qualtrics or Medallia?
Yes, and many companies already have. Since 2023, organizations have moved their customer experience programs from Qualtrics or Medallia to SurveySparrow. They get the full feedback loop in one platform: collection across every channel, AI analysis of what’s driving scores, built-in case management to close the loop, and an AI agent (Echo) that follows up with customers and acts in the same conversation.
How much does SurveySparrow cost?
Team plans start at $19 per month. Enterprise plans start at $5,000 per year.
How is SurveySparrow different from SurveyMonkey or Typeform?
Those tools mainly collect responses. SurveySparrow also finds out why customers feel the way they do, through Echo and AI analytics, and acts on it through tickets, workflows, and integrations.
Does SurveySparrow integrate with Salesforce, Microsoft Dynamics 365, and ServiceNow?
Yes, natively. It also integrates with HubSpot, Zendesk, Freshdesk, Slack, Microsoft Teams, and 230+ other tools.
Can SurveySparrow send feedback data to a data warehouse?
Yes. It connects to Snowflake, Databricks, Google BigQuery, Microsoft Fabric, Azure Synapse, and Amazon S3, and supports SFTP and a REST API.
