Case Study: Carrot Fertility improves member experience and clinical outcomes with SurveyMonkey Enterprise

How Carrot uses SurveyMonkey Enterprise to improve member chats

Carrot is a global fertility benefits provider that helps employers support employees through family-forming journeys like IVF and adoption. To better understand member attitudes about complex fertility options and to measure the impact of its white‑glove telehealth chats — while securely collecting PHI — Carrot needed an intuitive, HIPAA‑compliant feedback solution and chose SurveyMonkey Enterprise.

Using Enterprise’s advanced logic and quick setup, Carrot built intake and pre/post‑chat surveys, integrated them with Zendesk to automate workflows, and added open‑ended prompts to capture member voice. The result: continuous measurement of chat impact (50% of undecided members felt informed after one chat), 100% HIPAA‑compliant surveys, 25% faster creation of intake forms and surveys, and a 25% reduction in time to share results enterprise‑wide.

Carrot Fertility

Laura Lee

Product Manager