Explored using SurveyMonkey (Momentive) for customer satisfaction and market research. Functionality had not significantly changed in 5 years, when they were among a few easy to use SaaS survey solutions. Ultimately we ended up using other solutions with better capability and easy of use. Had not used the solution for 10 months. Then we were surprised that we were on an auto renewal plan and had no luck asking for a refund, which we did as soon as we saw the charge on the credit card. Every other company we've had experience with allowed a cancellation if they saw no usage and we informed them promptly after the renewal. Their cancellation policy is designed to extract another year of subscription from cancelling customers, of which there are probably hordes.

Ease of use and flexibility for basic surveys

Value - the same capabilities can be found for much less and better solutions are available for comparable prices. No renewal notice was sent otherwise I would have cancelled before the auto renewal