Try Salesforce Survey to Create a Customer Needs Assessment

Nikita R.

Media-savvy content creator, with a curiosity for all Salesforce experiences.

Updated: Jan 9th, 2025

There are many different types of Salesforce surveys or polls. Still, if you want to collect data to understand customers ‘ needs, preferences, expectations, and pain points effectively, then Customer Needs Assessment surveys are what you are looking for.

Titan can help you collect essential data from Customer Needs Assessment surveys for Salesforce. These types of surveys will give you a deeper insight into the following:

Customer Sentiment on Products or Services

Customer Beliefs

Customer Needs and Wants

Who are Titan?

Titan is one of the most popular survey tools for customers, employees, and partners on the AppExchange. Businesses can leverage Titan to create Customer Needs Assessment surveys to automatically collect respondent data to make impactful, data-driven decisions for its services, products, and customer interactions.

So, follow us below as we list 12 steps to creating an engaging Customer Needs Assessment survey that can help gather data for Salesforce with an intuitive interface and no config or code required!

Titan Surveys for Salesforce: 12 Easy Steps to Follow

1. Goal Planning

Start by setting out the goals or objectives for your Salesforce survey. Think about what type of data you would like to collect in your Customer Needs Assessment survey and which part of your business the information will benefit:

Services

Products

Customer Experience

2. List your Target Audience

While setting your goals, remember to study who your customers are. Some key points to help you identify your audience include:

Demographics

Purchase History

Location

3. Design your Survey

Now that you have a clear vision of what data you want to collect from customers, it’s time to go to the drawing board and start outlining a Customer Needs Assessment survey for Salesforce. An engaging survey is usually well-structured and consists of a variety of Salesforce assessment questions, such as:

Open-ended Questions

Closed-ended Questions

Open-ended questions encourage respondents to answer questions entirely instead of saying yes or no. Free-text question types are great for collecting lengthy answers to opinions and thoughts from customers.

Closed-ended questions, on the other hand, require a simple yes, no, or rating from respondents. Multiple choice, checkboxes, and drop-down menu question types are some elements that can be used to collect closed-ended answers.

4. Explore Customer Needs Analysis Question Types

We touched a little about question types in Point 3, but we encourage you to dive deeper into finding the most engaging question types for your customer needs analysis. Titan has many options available for your inspection!

Have you considered the following questions that could speed up customer survey processing time?

Likert Scales

Ranking Questions

Rating Questions

Scale Questions

Nominal Questions

Prioritization Questions

Demographic Questions

If your customers are from different locations, consider using images in your questions to break language barriers. See why defining your customers early on in the survey process is so crucial 😉

5. Salesforce Surveys for Consumer Needs Analysis

Keeping your Titan surveys concise is essential to maintain your customers’ attention. This is a crucial decision to gain all the data you need from respondents. Review the most engaging and necessary question types from Titan Survey for your target audience.

6. Does your Survey have a Sensible Flow?

Once you have all your questions in your Customer Needs Assessment survey, remember to order them in a way that makes sense to the respondent. Survey questions typically start with general questions and then flow to specific ones. Organizing your survey questions should aim to make your customers feel as safe as possible to share their data with your business.

7. Customer Data Privacy

Informing respondents that their submitted data will remain anonymous inspires them to provide honest answers. Additionally, keeping their data confidential will go a long way to building trust with your customers.

8. Salesforce Assessments: Survey Testing Phase

Why go through all the effort of creating a robust survey and not audit that it is almost perfect? We recommend testing your survey with a few customers before launching it on a grand scale.

This will allow your business to implement user feedback into the Customer Needs Assessment survey before it reaches a broader audience. Some issues that you could have missed in your epic survey include:

Any obscure or ambiguous questions.

Your survey might need to be shorter.

Are there any technical difficulties arising from completing the survey?

9. How are you Sending your Salesforce Assessment Survey to Customers?

Now is the time to determine which distribution channels to send your survey to customers. Some distribution channels that could help your business include in-person surveys, email, websites, social media, and customer service or support meetings. You could also try a few distribution channels to help spread your survey instead of just one.

10. A Little Motivation

Not an essential requirement for any survey, but have you considered offering incentives to respondents who finish your Customer Needs Assessment surveys for Salesforce?

Incentives help encourage customers to increase survey response rates and interactions. Here are a few good examples of incentives that your business could offer to respondents:

Discounts on products or services.

Vouchers

Gift Cards

Free entry into competitions.

11. Customer Needs Assessment Surveys: Analyzing Customer Data

If you have been following the steps, at this stage, you should have a well-designed and pilot-tested Customer Needs Assessment survey, which we are sure you are collecting a tonne of customer data for your Salesforce database.

All these responses can be thoroughly analyzed to recognize and predict patterns, trends, and key insights in your market. Use Titan reports with qualitative and quantitative research methods to analyze open and closed-ended questions.

12. Time to Make Data-Driven Decisions

After an in-depth analysis of your customer data collected from your distributed Customer Needs Assessment survey, it’s time to create an action plan focusing on creating a strategy that resolves customer needs or issues.

Your business action plan should include the following strategies based on customer responses:

What changes will your company implement to address customer wants or needs?

What improvements your business is likely to undertake.

A list of the new initiatives your business is ready to tackle.

This action plan can be communicated with your customers to show them how their Customer Needs Assessment survey results have directly impacted business decisions. If you want to raise customer loyalty, this is an excellent place to start, as it shows your target audience that their feedback is valued.

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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.