A small survey and graphs that show a customer Satisfaction Journey Map on the Service Console.

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, personalized service with real-time customer feedback insights captured & surfaced in the flow of your team's work, powered by Einstein 1opens in a new window.

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.

An example of user-generated prompts to build an AI-generated survey

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.

An example of a Salesforce survey translated by AI.

Turn written customer feedback into actionable sentiment data, including keyphrase extraction and entity detection, with powerful AI sentiment analysis dashboards.

A map and graph showing the AI sentiment analysis
An example of user-generated prompts to build an AI-generated survey
An example of a Salesforce survey translated by AI.
A map and graph showing the AI sentiment analysis

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.

A banking account homepage with a pop-up customer survey.

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.

An example of Survey Data Mapper in the Salesfoce Surveys dashboard

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.

An example of merging a survey into a personalized email in the Salesfoce Surveys dashboard
A banking account homepage with a pop-up customer survey.
An example of Survey Data Mapper in the Salesfoce Surveys dashboard
An example of merging a survey into a personalized email in the Salesfoce Surveys dashboard

Leverage built-in dashboards and intelligence 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.

Prebuilt 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.

Graphs showing the Customer Satisfaction Journey Map inside the Service Console.

Improve agent performance by capturing critical pre-event information and increase post-event feedback with survey reminders tailored to participant engagement.

Interface showing the Survey reminder: Set event, with options such as recurring configuration and end date.
Prebuilt Reports and Dashboards
Graphs showing the Customer Satisfaction Journey Map inside the Service Console.
Interface showing the Survey reminder: Set event, with options such as recurring configuration and end date.

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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.