We needed a survey tool that had the 'custom variables' feature (=asking the logged on clients of our web application how they rate our application with an embedded survey, where we need to capture the clients name with the use of a custom attribute). SurveyMonkey is unclear about the usage of 'custom variables' in their documentation. Nowhere is described that you can use this feature only with webforms and not in an embedded survey. In their pricing table, it is listed as a paid feature without giving any extra information. We could not test this feature before paying, as it is not part of the trial feature set.We bought a subscription for this particular feature, so after some more investigation we had to conclude we cannot use SurveyMonkey for our use case. After asking a few times, it seems SuveyMonkey won't give us a refund.As the product is not useful for us, we see this a very bad customer service!
