Switching from GetFeedback Direct

GetFeedback Direct ends on 31 December. What to move, and how to pick a replacement.

Current as of 9 November 2026. Facts about GetFeedback come from SurveyMonkey's own pages: its letter to Direct customers, re-read on 9 November 2026, and its help pages, read on 11 October 2026.

If your NPS or CSAT program runs on GetFeedback Direct, you have a migration you didn't plan for this quarter and a deadline that won't move. This page is the checklist: what's happening, what to get out before the date, and how to judge a replacement. It's useful whichever tool you pick. We make one of the options, and we'll say where it fits and where it doesn't.

What's happening, and by when

SurveyMonkey, which owns GetFeedback, has written to Direct customers in a letter from its CEO: "GetFeedback Direct will no longer be available after Dec. 31, 2026." SurveyMonkey is moving Direct customers to SurveyMonkey Enterprise, and recommends making the move at your next renewal. The contact is getfeedbackcs@surveymonkey.com.

• This is about Direct only, the email and Salesforce survey product at app.getfeedback.com. SurveyMonkey says GetFeedback Digital (now called just "GetFeedback"), the website feedback product, will continue to be supported. If your surveys run from feedback buttons on your website, this doesn't affect you.
• The letter doesn't say what happens to your data or your survey links after 31 December. It says SurveyMonkey's team will guide you in accessing your survey programs through Enterprise. If you're going somewhere else, plan as if nothing stays readable, and get everything out while you can still log in.

SurveyMonkey's other plans are compared with ours on SurveyRock vs. SurveyMonkey.

What to export before the date, in this order

1. Every survey's responses. In app.getfeedback.com, open a survey, go to Results, then Responses, then the Live Survey tab, and select Export Responses. Choose Excel (XLSX) or CSV, set the date range to cover the survey's whole life, and turn on Include incomplete responses. Partial answers are part of your history too. The export is one survey at a time, and its dates are in UTC. Keep the files, unedited, somewhere outside GetFeedback.
2. What's in Salesforce. If you used GetFeedback's Managed Mapping, every response was also written into your Salesforce org as Survey, Response and Answer records, and your NPS and CSAT dashboards may read from those. Find out who owns those reports, and export them as a second copy of your history. SurveyMonkey hasn't said what happens to those records or reports after the date.
3. The questions themselves. GetFeedback's export help covers responses, not a survey's design. Copy each survey's question wording, answer choices and scale labels into a document now. You'll rebuild from it, and it's your record of exactly what was asked. NPS and CSAT trends are only comparable if the question didn't change.
4. The links nobody remembers. This is the step people miss. Direct surveys get embedded in places other teams own: agents' email signatures, Salesforce Communities pages, Visualforce email templates, post-chat surveys, and Salesforce workflows that send a survey when a case closes. List every one, with its owner. Assume each stops working when Direct does: SurveyMonkey hasn't said they'll redirect. Each needs a new link or needs taking down before 1 January.

The four things to check in any replacement

Before features, ask one question: where does this data need to live? If Salesforce is your system of record, with responses on records and reports built on them, start with tools that integrate with Salesforce. That includes SurveyMonkey Enterprise: its letter says SurveyMonkey is integrating the best aspects of Direct into Enterprise, further enhancing its Salesforce integration. If your team reads results in the survey tool itself, the field is open, and these four questions separate the options:

1. Can it take your history? If a tool can't import your responses, your trend line restarts at zero, and next quarter's NPS has nothing to compare against.
2. Does it read the open text, or only the score? Most of what your customers told you is in the comment box. A replacement that only charts a number brings back the problem you had before: a dashboard everyone checks and a pile of comments nobody reads.
3. Does anything happen when a detractor answers? A score of 3 that sits in a dashboard until the monthly review is a customer you heard from and didn't call back.
4. What does it cost at your volume? Price it at your real monthly responses, on both monthly and yearly billing, and check which plan the features above sit on.

A forced migration is the one moment you get to ask whether collecting the score was ever the hard part. Usually it wasn't. The hard part is reading what people wrote and doing something about it in time.

Where SurveyRock fits, and where it doesn't

The no first: SurveyRock has no Salesforce integration. It doesn't write responses to Salesforce objects, and Salesforce can't trigger its surveys. The nearest things are Zapier (from Solo) and a workflow webhook (from Team) that posts each response to an address you control. Those are building blocks, not a Salesforce integration. If your program lives in Salesforce, we're not your replacement, and it's better to know that now than in a trial.

If it doesn't, here is how SurveyRock answers the four questions.

1. Your history comes with you, and gets read

The order is: build the survey, then load its responses.

• Rebuild the survey. Paste your copied questions, or upload them as .docx, .pdf or .txt, into Convert a questionnaire. It drafts the same questions, choices and pages for you to check. It doesn't carry logic, piping or scoring; you set those up yourself. Paid plans include it.
• Import the responses. Upload the GetFeedback export: CSV or XLSX, first sheet, up to 10 MB. Map each column to its question, then map the time and status columns: Start Time, Completion Time, and Completion Status (Complete or Partial). A Contact Email column links each response to a contact you've already added. The preview checks every row before anything is written.
• How answers match. Choice questions match on the answer text, and a multi-select answer spread across one column per choice maps back into a single question. Files over 500 rows run in the background. We've run a 520-row file through on production: all 520 imported, none skipped.
• Your history is analysed like new answers. Imported responses are stored as ordinary responses in the same survey as your new ones, on their original dates when you map the time columns. They count on the NPS card, in word frequency and in Compare with, and the themes and summaries read them too. Bring years of Direct comments and you can start grouping them into themes on the day you sign up: new accounts get 14 days of Growth, no credit card needed.
• What it costs you. Response import is on every plan, including Free, and imported responses don't count against your monthly allowance. Free allows 3 surveys of up to 10 questions each, so moving several surveys, or a longer one, needs a paid plan.
• What doesn't come across: IP address, device, location and UTM data. Other columns, such as Salesforce IDs or custom variables, come across only if you map them to a question you've added for them.

2. It reads the open text

On Team ($79/month), you get word frequency and keywords for every open-text question. On Growth ($179/month), SurveyRock groups each question's comments into 3 to 10 themes and tags each answer's sentiment. It also writes a short summary of what people said, and an executive summary of the whole survey. Email addresses, phone numbers and IP addresses in comments are masked before the per-question analysis sends them to the AI model, and your response data isn't used to train models. On Solo and Free, you read comments yourself in the response list.

3. A detractor triggers something

NPS questions get the promoter, passive and detractor breakdown on every plan (how NPS is calculated). Rating questions labelled for satisfaction or effort (in English) show CSAT or CES percentages automatically. From Team, a workflow can run on each new response, only when a condition is met, such as an NPS answer of 6 or below. It can post to Slack, send an email, call a webhook, or create an Action: a follow-up with an owner and a due date that your team tracks to done. On Pro, it can also update the HubSpot contact or open a Zendesk or Freshdesk ticket.

4. What it costs

Plan prices, and whether each plan fits 5,000 responses a month (add-ons are extra):

Enterprise is priced on a call. Full plan details.

What we don't offer

You've just been through one vendor surprise. Here's what we don't do, so there isn't a second:

• No Salesforce integration. HubSpot, Zendesk and Freshdesk connect on Pro. Other tools connect through Zapier (from Solo), webhooks (from Team) or our REST API (from Solo).
• No SMS or WhatsApp sending. Email, links, QR codes, embeds and the website widget.
• No SOC 2 or ISO 27001 certification yet. Both are on our roadmap. HIPAA support isn't available yet, and until it is we won't accept protected health information or sign a BAA.
• No benchmark from our own customers. From Team, your NPS is compared with your own history, and the NPS card shows the typical range from published industry studies, not an average of SurveyRock accounts.
• No direct connection to GetFeedback. You export the files and upload them. We never ask for your GetFeedback login.

If you want a second pair of eyes

Not sure how your export will map? Send its header row to support@surveyrock.com before you commit (no respondent data needed), and we'll tell you how each column lands.

Questions people ask

Will my historical NPS survive the move?

The responses will. Import them into the rebuilt survey, and they're stored beside new ones, counted in the same NPS and on their original dates as long as you map the time columns. Keep the question wording identical, or the comparison stops being fair.

What happens to survey links already embedded in emails and help articles?

SurveyMonkey hasn't said they'll keep working or redirect after 31 December, so plan as if they stop. List every place a Direct link lives, and replace or remove each one before the date.

How long does an import take?

A file of up to 500 rows imports while you wait. Larger files run as a background job. Split a very large history into several files under 10 MB each.

Do I have to rebuild my surveys?

Plan to. GetFeedback's export help covers responses, not a survey's design. Convert a questionnaire turns pasted or uploaded question text into a draft, and you set up logic and scoring yourself. A typical NPS or CSAT survey is a few questions, so the rebuild is short. The response import is the part worth doing carefully.

Is this the same as the Delighted shutdown?

Similar shape, different product. Delighted closed on 30 June 2026; if you're checking a tool you moved to after that, see Delighted alternatives, four months on.

GetFeedback facts: SurveyMonkey's letter to Direct customers (published 8 October 2025, re-read 9 November 2026) and its GetFeedback help pages (read 11 October 2026). SurveyRock prices are in US dollars. If we've got something wrong, tell us and we'll fix it.