Salesforce Survey Component | Salesforce Survey Functionality

5 min read

Marinda K.

Masterful Salesforce Scribe with an eye for detail

Updated: Jan 9th, 2025

The Salesforce Survey component is a Lightning component that can be used to embed surveys into your website. Surveys are a great tool to measure customer feedback on your services and/or products by asking targeted questions. You can use different question types to gauge your customers’ thoughts, opinions, and feelings. Some examples are as follows:

Demographic questions

Multiple choice questions

Open-ended or close-ended questions

Likert scale questions

Matrix questions

Drop-down questions

Ranking questions

Rating scale questions

There are several online options to create surveys, or you can use the Salesforce Survey setup functionality. The Salesforce Survey tool enables you to create and customize surveys with your unique business branding. You can embed the survey on Salesforce pages, generate a link or QR code to send using different social media routes, or embed the survey in a website. The Survey component lets you track the survey responses, which you can export to a spreadsheet.

Please note that the standard Salesforce Survey limit of 300 responses. If you need more, you have to invest in one of the Salesforce Feedback Management editions. For $300, you can purchase the Survey Response Pack, with which you can get 1 000 responses. Not enough? You can get 100 000 responses together with post-chat surveys, merge fields, data mapper, and customer lifecycle analytics in the Feedback Management – Starter edition for $12 000 per month. Still not enough? For $42 000 per month, you can get the same functionalities as mentioned before, as well as customer lifecycle maps in the Feedback Management – Growth edition.

Which Salesforce survey objects are needed?

There are three Salesforce survey objects used for surveys:

The main object is called “Survey” and stores the survey definition, including the questions, answers, and layout.

The SurveyInvitation object stores information about who has been invited to take a survey, including the email address, the date and time the invitation was sent, and whether or not the survey has been completed.

The SurveyResponse object stores the responses to a survey, including the question, the answer, and the timestamp for when the answer was submitted.

Besides these three items, there are other Salesforce objects that you can utilize to store survey data, like the Contact, Account, or Opportunity objects. For instance, you can save the survey taker’s name and email in the Contact object or record the product they were interested in the Opportunity object. Your choice of objects will depend on your individual needs and criteria.

Enable Surveys in Salesforce

Before you can use the Salesforce survey tools, you have to enable surveys and select a Salesforce Survey community.

1. Log in to your Salesforce account.

2. Click the Gear icon in the top right of Salesforce.

3. Click the Setup option.

4. Use the Quick Find field and search for Surveys Settings.

5. Click the Survey Settings option.

6. Select the default community for creating public survey invitations.

7. Enable Survey Owners Can Manage Responses toggle switch to allow survey owners to manage the users’ responses.

Now you can create a survey in Salesforce.

Use the Salesforce Survey builder

You can easily create surveys using the survey builder in Salesforce.

1. Click the Gear icon in the top right of Salesforce.

2. Click the Setup option.

3. Use the Quick Find field and search for Surveys.

4. Open the Surveys option and click the New button.

5. Create a survey by following the steps below.

6. If necessary, use the Welcome page. You can give a description of the survey here.

7. Add a page and use the Add Question button to select questions. We suggest that you use open-ended questions to get personal opinions in the form of a text box. You can use close-ended questions to give respondents a fixed set of options to choose from. These can be simple yes/no, multiple choice, rating scales, and more. The survey component in Salesforce gives the option to add a net promoter score question. Net promoter score, or ‘NPS,’ is a way to measure customer satisfaction with a single question.

8. Use the Thank You page to thank your respondents for their effort if necessary.

9. Click the Branding button to customize the survey to suit your company’s unique image. You can change the following as part of the branding customization: Progress Options, Background Image, Logo, Logo Background, Button Labels, Content Card, Question Text Color, Answer Choices, Start, Next, Previous, and Finish Buttons

10. Click the Preview button to have a look at your survey. You can still make changes to the survey.

11. Click the Activate button. Please take note of the following: Active survey versions can’t be edited. Only active surveys can be sent to respondents.

12. Click the Send radio button in the top middle of the screen. You have two options: Get Invitation – Generate a link or QR code to share via chat, social media, or embed on your website. Depending on where you want to embed the survey, you might need access to the HTML source code of your web page. You can send the survey link to participants inside or outside your company. You can only generate survey invitations for participants outside your org if your Salesforce admin enables Digital Experiences. Then select a default Experience Cloud site on the Survey Settings page. Send Email – Embed a question or a link to the survey in an email to individuals or a group. Embed a survey link or a question in an email and get a preview before you send it.

Tip: Embedding a question improves response rates.

Do Salesforce survey reporting

There are various methods available to report on Salesforce surveys.

The Analyze tab in the Survey Builder gives you a visual representation of survey responses, showing the number of responses for each question and the distribution of responses for each answer. You can also create a custom report to view specific survey data, such as the average satisfaction score for each product or service. Additionally, you can export the survey data to a spreadsheet for more advanced analysis, such as calculating statistical measures.

The appropriate method for Salesforce survey reporting will depend on your specific needs and requirements.

Titan Survey: Best Salesforce Survey Alternative

Salesforce offers integration capabilities with various survey tools, such as Survey Monkey, Qualtrics, or Titan Survey.

If you are looking for a powerful survey tool that integrates with Salesforce, you don’t need to look any further than Titan Survey! Titan Survey comes with pre-configured mapping, meaning all survey data is already mapped to Salesforce for you.

With Titan Survey, you can create, automate, and track custom email, hybrid, and web surveys using a drag-and-drop survey builder.

Not only is it an affordable option compared to other survey tools, it can easily adapt to meet your needs as your business grows.

So if you’re in the market for an affordable, customizable survey tool that integrates with Salesforce, look no further than Titan Survey!

We hope to see you soon!

Titan Website

Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.