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Feedback Management
Personalize support and boost CSAT with customer feedback management tools built into the #1 AI CRM. Empower service leaders with a unified view of customer feedback and sentiment data to increase service productivity, customer loyalty, and business growth across every service channel.
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Reduce costs with an autonomous agent assisting your customers across channels anytime using conversational language tailored to your brand’s voice.
What can you do with Feedback Management tools?
Scale proactive, personalized 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 summarize 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 service 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, service rep name, product issue, and more.
Boost loyalty with customer signal data.
Customer Signals Intelligence
Deliver customer experiences that drive loyalty with actionable feedback and sentiment insights. By capturing customer signals from every service interaction, your team can spot trends, fix problems fast, and personalize support before issues impact your service experience. It’s smarter service, powered by the data you already have.
Improve service productivity and CSAT by helping teams take the right actions, faster. Use Agentforce to fill in knowledge gaps impacting customer satisfaction by summarizing issues impacting sentiment, generating knowledge articles, and delivering actionable guidance to service leaders and representatives.
Personalize every service experience with customer signal insights and data across the customer journey. By combining sentiment trends, engagement history, and survey feedback from every channel, your team can spot issues early, understand customer health, and take action to boost CSAT at every interaction.
Leverage built-in dashboards to accelerate time-to-value.
Accelerate service decision making, service rep 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 service productivity 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
USD/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
USD/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
USD/Org/Month
(Billed annually)
- Unlimited Responses & Post-Chat Surveys
- Merge Fields & Data Mapper
- Customer Lifecycle Analytics and Maps
Customer Signals Intelligence
Improve customer satisfaction with customer sentiment analytics.
$
5
USD/100 Experience Signals
- 24/7 Omnichannel Sentiment Analysis
- Out of the Box Customer Experience Analytics
- AI-Powered Recommendations and Actions
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Feedback Management Tools FAQ
Customer feedback management is a core part of the customer service strategy, typically aligned to Voice of the Customer (VoC) and/or Customer Experience (CX) programs and initiatives. It is the process of systematically collecting, analyzing, and responding to feedback from customers. Feedback management aims to improve products, services, and the overall customer experience by understanding and addressing user opinions, needs, and concerns. Feedback can come from various sources, including surveys, customer support interactions, social media, online reviews, or in-person conversations. Broader feedback management initiatives can include other business stakeholders, such as business partners and employees, which Salesforce's solution will support.
Effective feedback management can increase customer satisfaction, enhance brand loyalty, and drive continuous process improvement by making customer voices central to decision-making. With unified customer feedback data, CRM automation, and AI-powered assistance, organizations can ensure a continuous customer feedback loop is being analyzed and acted on by their organization to improve long-term business and customer value.
Sentiment analysis is a method of analyzing text to determine the emotional tone behind words. Often applied to customer feedback, call transcripts, and other written content, it uses natural language processing (NLP) and machine learning algorithms to categorize text as positive, negative, neutral. In practice, sentiment analysis can help businesses better understand customer opinions, customer satisfaction details, and feedback trends to make faster, more accurate customer-centric decisions.
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 and include add-ons like Customer Experience Intelligence. Pricing provides organizations return on investment through service team productivity, operational efficiency, customer satisfaction, and business revenue growth.