C C.

I am disappointed about QuestionPro. I used its services for the past nine years as a "professional licence" user. Same as before, it automatically renewed my services in 2021. I didn't check my services, and recently I found I could not get the basic features. After charging the annual fee, there was no basic features provided, for example, customize the URL of the survey, and found my survey form with a banner showing "This free survey is powered by QUESTIONPRO.COM". I was surprised that, as a paid customer, I could not get any basic features from them and treat me as a "FREE" user in the past year.

1) There was no back up plan or compensation offered to the suffered customers. QuestionPro moved the features (professional license) to higher licences (advanced level license), and at the same time downgraded the paid professional license customers to the "FREE" category by removing the previous features of professional license users. QuestionPro's customer service replied "In order to make the licenses more cost-effective, we had to reshuffle the features and revised plans based on the feedback from the clients. In this process, we had moved Advanced level features (for example Customizing Survey URLs) to higher licenses. Thus, you are unable to access the same after your last renewal. Also, please note that we have revised our plans, discontinued the Professional license, and introduced the Advanced Annual license, which is the starter license now."

2) They told you many technical reasons that they could not solve and finally I could get no services from them but there was no solution for resuming my services. They replied "Previously our product team decided to recall the customize URL option since it's become an extremely high maintenance feature, especially because of how all browsers have been evolving to not support third-party cookies. And our surveys are heavily reliant on cookies. Without this, our surveys may tend to lose data which could lead to becoming a serious issue for clients. Thus, the option was not available for you after your last Professional renewal."

3) There was no announcement about how the changes will impact to the existing customer. They said " The Professional license you are currently on was discontinued last year and you would have received email updates about it last year and early this year." I checked through all the newsletter in 2021 and 2022 that I could not find any notices and announcements about such changes to Professional licence user.

I am not sure if QuestionPro has changed the management, its current services was a really frustrating experience.