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Feedback Management
Increase customer satisfaction and boost service efficiency with customer feedback management tools built into the #1 AI CRM. Empower service leaders with a unified view of customer feedback data to scale agent productivity, customer retention, and business growth across every service channel.
What can you do with Feedback Management tools?
Scale proactive, personalised service with real-time customer feedback insights captured & surfaced in the flow of your team's work, powered by the Salesforce Platform.
Seamlessly build surveys and extract insights with AI.
Streamline survey creation and elevate Salesforce customer 360 insights with AI-powered surveys customized to your audience, industry, business goals, and more.
Effortlessly scale Voice of the Customer (VoC) programs and improve team performance in each service region with generative AI survey translation in 18 global languages.
Instantly summarise surveys (just one or a whole group) to extract deeper insights for customer analysis and action. Update records, report on key trends, and automate cases with actionable survey summaries that improve agent productivity and case resolutions.
Capture and action rich, real-time customer feedback across channels.
Scale customer satisfaction and boost NPS across touchpoints with dynamic, branded surveys on every service channel. Engage customers in real-time on their preferred channel and use advanced workflows to customize survey questions to participant responses.
Proactively address low customer satisfaction and NPS scores in one platform with unified, real-time CRM automation. Seamlessly automate case follow-ups, including escalations and high priority actions, with intuitive no-code workflows.
Boost survey engagement and feedback quality in just a few clicks with robust CRM personalization fields including the case number, agent name, product issue, and more.
Boost customer loyalty with real-time customer sentiment data.
Customer Experience Intelligence
Maximise customer lifetime value with unified customer sentiment analytics across your service channels and surveys. Gain meaningful context behind customer satisfaction and churn by measuring what products, issues, and service processes lead to a positive or negative customer experience.
Improve service productivity and CSAT by helping teams take the right actions, faster. Use Agentforce to fill in knowledge gaps impacting customer satisfaction by summarising issues impacting sentiment, generating knowledge articles, and delivering actionable guidance to service leaders and representatives.
Boost service personalisation with real-time sentiment insights combined with your Customer 360 data. Deliver service teams enhanced insight into customer health including sentiment trends, engagement history, and survey feedback to improve CSAT at every interaction.
Leverage built-in dashboards to accelerate time-to-value.
Accelerate service decision making, agent productivity, and customer satisfaction all in a single view with powerful, prebuilt Feedback Management reports and dashboards.
Quickly identify service gaps and maximize customer lifetime value with a comprehensive view of CSAT and NPS trends across the entire customer journey.
Improve agent performance by capturing critical pre-event information and increase post-event feedback with survey reminders tailored to participant engagement.
Build a path to service success. Speed up your time to value by using Service Cloud capabilities and implementing best practices to achieve your business goals.
Extend the power of Salesforce Feedback Management tools with these related products.
Self-Service
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Service Cloud
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
Service Intelligence
Supercharge service with actionable insights and AI-powered recommendations.
Digital Engagement
Deliver seamless, personalized conversational experiences across channels — at scale.
Feedback Management Pricing
Start by selecting your Service Cloud edition. Then, add on Feedback Management capabilities at these price points.
Survey Response Pack
Deepen relationships with contextual feedback.
€
300
/1,000 Survey Responses
(billed annually)
- Salesforce Surveys (1,000 responses)
- Customer Lifecycle Analytics (add-on)
Feedback Management - Starter
Improve customer experiences with unified feedback.
€
13,500
Org/Month
(billed annually)
- Salesforce Surveys (100,000 responses)
- Post-Chat Surveys
- Merge Fields & Data Mapper
Feedback Management - Growth
Automate and analyze feedback at every stage of a customer journey.
€
46,000
Org/Month
(billed annually)
- Unlimited Responses & Post-Chat Surveys
- Merge Fields & Data Mapper
- Customer Lifecycle Analytics and Maps
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Feedback Management Tools FAQ
Feedback management is a core part of your customer service strategy, typically aligned to Voice of the Customer (VoC) programs and initiatives. It involves sourcing direct customer feedback across all service channels to guide field actions and leadership decisions. In practice, feedback management aims to build exceptional customer experiences that boost loyalty, streamline operations, guide innovation, and inform all decisions involving the customer. Feedback management can include other business stakeholders, such as partners and employees, which Salesforce's solution supports.
Feedback management turns voice of the customer (VoC) insights into service outcomes, enabling leaders to deliver a better customer and agent experience. With customer feedback data, AI, and automation unified in Service Cloud CRM, organizations can unlock deep customer insights to streamline service processes, improve channel CSAT, boost loyalty, and grow customer revenue.
Feedback Management pricing is designed to support any and all feedback data that organizations collect, analyze, and action across customer service channels, business partners, employees, and more. Depending on the organization's needs and goals, businesses can invest in Feedback Management Starter or Feedback Management Growth. Pricing provides organizations return on investment through agent productivity gains, service operational efficiency, customer satisfaction, and revenue growth.