Salesforce Feedback Management

Strengthen understanding in times of uncertainty.

 

Bring together the power of the world’s #1 CRM with contextual feedback from your employees, customers, and partners to provide powerful experiences that drive growth.

 
 

Enhance the world’s #1 CRM with feedback data.

Unify your feedback data with Salesforce data by mapping survey responses back to any Salesforce object. Create personalized survey experiences by merging Salesforce data such as a case number, service rep’s name, or purchase date directly into your survey questions.
 

Automate feedback across various journeys.

Create Lifecycle Maps to account for different types of employee, customer, or partner journeys. Customize each journey by identifying the key stages of interaction where feedback is most valuable and align specific surveys to those moments of interaction.
 

Instant feedback ensures accurate results.

With Salesforce Feedback Management, customers don’t have to leave the chat window to provide feedback. Post-Chat Surveys reduce the need for the survey taker to recall information, ensuring that you’re gathering accurate feedback.
 

Gain deeper insights with rich analytics powered by Einstein.

Take a deep dive into responses by comparing questions within a single survey and across surveys. Analyze how different parts of your business are performing based on trending topics. See trends across your predefined journeys and stages in Customer Lifecycle Maps. Know when to edit and update surveys based on response and engagement rates.
 
 

Salesforce Surveys

Deepen relationships and build trust with contextual feedback.

 

Design flexible, meaningful surveys right in Salesforce.

Create surveys that look and feel like your brand right in Salesforce. Various question types help you get the information you need, including powerful metrics like CSAT and NPS.

Send surveys at the optimal points of interaction.

Automate survey sends based on customer, employee, or partner interactions. Embed surveys across all your business functions such as service, sales, and marketing. Create one-click response surveys that can be embedded directly in emails.
 

Enrich the view of the customer.

Personalize survey journeys with advanced logic to drill down into specific topics. Leverage branching logic to only ask questions that are applicable to the survey taker.

Analyze survey data in context.

Real-time results populate directly in Salesforce for quick and easy analysis. Leverage feedback insights in reports and dashboards to understand feedback data in context of everything else you know about your customers, employees, and partners.
 
 

Resources

 

Forrester Report

The Top 5 Best Practices of Closing the Customer Feedback Loop, 2019.

Learn the five best practices that help CX pros chart their path to a formal process for closing the customer feedback loop.

Datasheet

Gain valuable insights with Customer Lifecycle Analytics.

Glean more value from your Salesforce Surveys responses with AI-powered analytics and get visibility into trends as well as the ability to surface key metrics and intelligent recommendations right within your agents’ workflow.

Datasheet

Improve feedback loops with Salesforce Surveys.

Capturing and contextualizing feedback in context provides actionable insights that improve the customer experience and drive change across your organization.

Pricing

Get the right feedback solutions for you.

 

Salesforce Survey Response Packs

$ 300
USD/pack

Customer Lifecycle Analytics

$ 150
USD/user/month
(billed annually)

Salesforce Feedback Management

Request a quote

Salesforce Surveys is included in Enterprise, Unlimited, and Performance Editions of these core products: Sales Cloud, Service Cloud, Platform, Financial Services Cloud, Health Cloud, Manufacturing Cloud, and Consumer Goods Cloud.
 
 

Start gathering meaningful feedback today.

Improve the customer experience by taking direct action.