A few months ago, we invited our global Salesforce community to share candid feedback on their experience with Salesforce. More than 7,400 community members responded, taking time to tell us what’s working, what could be stronger, and where we have room to grow.
This marked the second wave of our Salesforce Community survey, designed to help us track feedback over time. While overall sentiment toward Salesforce and our community remains positive, the results surfaced important signals we’re paying close attention to.
Survey responses came from across the Salesforce ecosystem, representing a wide range of roles, regions, and levels of experience. Respondents included developers, administrators, architects, consultants, business leaders, educators, and students; customers, partners, and learners; and community members spanning APAC, EMEA, AMER, and LATAM. Participation spanned the entire Salesforce ecosystem, including members across Trailblazer, Slack, MuleSoft, Tableau, Nonprofit, Salesforce Military, and other Salesforce communities.
Here’s what we learned (and how we’re responding).
The Big Picture: What the Data is Telling Us
This survey has established important benchmarks across key metrics:
- Salesforce Net Promoter Score (NPS): 40 — categorized as a great NPS score
- Salesforce Community NPS: 28, a new baseline metric
- 56% of respondents say their perception of Salesforce has improved over the past year
- 71% say they trust Salesforce to act in the best interest of customers and the community
Net Promoter Score (NPS) measures customer loyalty and advocacy by asking how likely someone is to recommend Salesforce, on a scale from –100 to +100. With scores well above zero, these results reflect a community that remains positive and supportive, and a reminder of how much more we can achieve together.
What We Heard
We’re grateful for every piece of feedback — the enthusiastic, the constructive, and especially the candid. Several themes consistently surfaced in open-ended feedback:
The Power of Our Community Culture
Amidst the shifts, the Trailblazer Community is consistently cited as one of the programs that is working well. It is built on a foundation of peer-to-peer support, inclusivity, and the spirit of giving back. We are deeply committed to protecting and investing in this unique culture as we help Trailblazers embrace the opportunities that come with being an Agentic Enterprise.
Innovation Needs Balance
Many community members are excited by Salesforce’s leadership in AI and Agentforce. At the same time, some shared that innovation can feel overemphasized when readiness or technical training feels less visible. The message was consistent: innovation resonates most when it’s paired with clear guidance, practical use cases, and continued investment in the core platform experiences that customers rely on every day.
Implementation & Adoption Readiness
Community feedback points to clear opportunities to streamline onboarding and implementation, bring greater predictability to timelines, and simplify configuration. Members are looking for more intuitive setup experiences, clearer guidance, and solutions that accelerate time to impact.
What We’re Focused on Next
This survey isn’t a report card. It’s a roadmap.
Some of the most notable shifts in feedback came from our most experienced community members, including long-tenured Trailblazers and Community Group Leaders who know our ecosystem deeply. Their candor reflects the strength of that relationship, and it’s shaping how teams across Salesforce are working to strengthen trust, simplify how you engage with us, and amplify what you love.
Balancing AI innovation with Core Platform Capabilities
- The Future-Ready Trailblazer: We are prioritizing practical, technical guidance to ensure our community isn’t just hearing about the future, but building it. We will continue offering product deep dives, livestream series, and hands-on workshops that bring Salesforce product teams directly to our community. Looking ahead this year, we will focus on defining the evolving roles and responsibilities of Salesforce practitioners needed in the Agentic era through career-focused podcasts, refreshed career pages, and more structured, outcome-driven learning paths.
- Community-Powered Content: At Salesforce hosted events, we are elevating community-led sessions that emphasize practical enablement alongside AI innovation. We’ll lean on our Community Advisory Board to help shape a more community-guided approach to our programs and priorities. And we’ll enable Community Leaders with Trailhead-powered campaigns and “event-in-a-box” toolkits to deliver hands-on learning experiences locally.
Strengthening Trailhead as the Foundation for Community Learning
- The Future of Learning: We will double down on Trailhead as a trusted learning anchor across the ecosystem through personalized admin & architect learning experiences powered by Agentforce & Slackbot. Stay tuned for exciting new Trailhead features coming this year.
Deepening Connection and Visibility
- Elevating Community Presence and Voice: This April (2026), we are launching an internal “Community Trail,” a new internal initiative that mobilizes Salesforce teams to be active participants at community events worldwide. Our goal is to close the gap between those building our technology and those using it, ensuring your priorities are heard directly by our internal leaders.
Elevating the Trailblazer Experience
- Modernizing how the community connects: We are evolving our online community into a Slack-first ecosystem, ensuring it remains accessible to all while also accelerating peer-to-peer support and collaboration. This initiative will create a more seamless experience where collaboration and learning happen naturally as part of everyday work. Stay tuned for more updates coming later this year.
- Delivering accessible entry points: In partnership with our Community Advisory Board, we’re focused on making the community more accessible for the next generation of Trailblazers. This starts with the launch of a dedicated Trailblazer Community LinkedIn page to increase discoverability, followed by a streamlined community landing page experience, we’re making it easier than ever for members to find their place within the Salesforce ecosystem.
We’re also being thoughtful about survey timing and cadence, ensuring teams have time to act on feedback before the next wave and that future results reflect meaningful progress.
Thank You for Sharing Your Voice
If you took part in the survey, thank you. Your honest feedback is what helps us grow and build an even better experience for our community.
The Salesforce ecosystem has always played a vital role in shaping our products and our shared future — and that’s never been more true than today. We’re listening, we’re acting, and we’re excited about what we’ll build together. That’s what makes this community something truly special.
