Salesforce Survey Response Pack & Alternatives for Feedback Management

Marinda K.

Masterful Salesforce Scribe with an eye for detail

Updated: Jan 13th, 2025

Gain valuable insights into the opinions of your customers and users with Salesforce Feedback Management.

The needs and expectations of your customers change over time, and with this tool, you can improve your customer feedback strategy and stay up-to-date on how their views are evolving. By engaging customers and users with personalized surveys, you can better understand their thoughts and needs, which helps you make the best informed, data-driven decisions.

Feedback Management Salesforce is used to collect, analyze, and use customer, employee, partner, or stakeholder feedback. This is done through the Salesforce platform, which uses various Salesforce survey tools and features to systematically gather feedback. The feedback is then tracked within the CRM system, and actions are taken based on the insights gained from the feedback.

Salesforce Feedback Management consists of three editions:

Survey Response Pack Salesforce

Feedback Management – Starter

Feedback Management – Growth

Find out more about Salesforce feedback management pricing. The differences between these editions can be summarized as follows:

	Survey Response Pack	Feedback Management – Starter	Feedback Management – Growth
Price	$300	$12 000 per month	$42 000 per month
Survey Responses	1 000	100 000	unlimited
Post-Chat Surveys
Merge Fields
Data Mapper
Customer Lifecycle Analytics	Add-on at $150 per month
Customer Lifecycle Maps

What is the Salesforce Survey Response Pack?

Do you need more than the default 300 survey responses included in your Salesforce package? The Salesforce Survey Response Pack allows you to purchase additional survey responses. Each response pack includes 1,000 responses, and you can buy them in increments of 1,000.

Here are some of the benefits of using the Salesforce Survey Response Pack:

It is available in Salesforce Classic (though not all orgs) and Lightning Experience.

You can collect more survey responses to get a more accurate understanding of your customers’ opinions.

You can track survey responses across the customer lifecycle to see how customer satisfaction changes over time.

You can use the data from survey responses to improve your products and services.

If you need to collect more than 300 survey responses, the Salesforce Surveys Response Pack is a great way to do it. However, you have to keep the drawbacks in mind as well:

The Response Pack can be expensive, especially if you need to purchase a lot of responses.

The Response Pack does not include any additional survey features or functionality. You must purchase a different survey tool if you need more advanced survey features.

The Response Pack can be complex to set up and use. If you are unfamiliar with Salesforce, you must hire a consultant to help you.

Can you do Salesforce Mapping for Surveys with Salesforce Response Pack?

The short answer is “No.” The Salesforce Response Pack add-on allows you to buy more Salesforce survey responses, but it does not include any other survey features, such as mapping fields in Salesforce.

In Salesforce, the term “mapping” commonly refers to the process of connecting survey questions and responses with specific fields in records or objects in the CRM. This ensures that the responses gathered from survey participants are accurately associated with the corresponding contacts, leads, accounts, or other Salesforce objects.

Here’s how Salesforce Survey field mapping works:

To create a survey in Salesforce, you need to come up with questions that respondents will answer.

These questions are mapped to custom fields in Salesforce, such as “Customer Satisfaction” for questions about satisfaction levels.

When people answer the survey questions, their responses are stored as records in Salesforce and mapped to the relevant contact, lead, or account.

You can then use Salesforce’s reporting and analytics tools to analyze the data and gain insights into customer preferences and satisfaction.

Salesforce’s automation features, such as Process Builder and Workflow Rules, can also trigger actions based on survey responses, such as notifying the support team if a customer is dissatisfied.

Sometimes, surveys may be run using third-party platforms that integrate with Salesforce, ensuring that responses are synced back into the appropriate records.

There are a few different ways to do Salesforce mapping. One way is to use a third-party tool like SurveyMonkey, Qualtrics, or Titan Survey. The integration response between Salesforce and Titan Survey is seamless. Salesforce records can be updated, workflows triggered, and notifications sent from Titan Survey.

A data model is used in Salesforce surveys to make sure that the responses are collected, the appropriate records are connected, and data are saved in such a way that analysis and reporting can be done. Therefore, the data model in Salesforce Surveys refers to the organized representation of how survey data is structured and saved within the Salesforce platform. It establishes the connections between the different elements of the survey process, such as questions, responses, respondents, and other relevant objects in the Salesforce ecosystem.

How does Titan Survey compare to the Salesforce Response Pack?

Titan Survey is a Salesforce AppExchange app that allows you to create and send surveys, collect responses, and analyze data. It also offers a variety of features that are not available in the Salesforce Response Pack, such as:

The ability to create custom surveys with branching logic and conditional questions.

The ability to collect attachments and media files in surveys.

The ability to integrate with other Salesforce apps, such as Salesforce Sales and Salesforce Service Cloud.

The ability to create reports and dashboards to analyze survey data.

Titan Survey is a paid app, but it offers a free trial, so you can try it before you buy it.

Here is a table comparing the features of Titan Survey’s Salesforce surveys pricing:

With Titan Survey’s drag-and-drop survey builder, you can easily create, automate, and track custom email, hybrid, or web surveys that are seamlessly integrated with Salesforce. It offers pre-configured mapping, responsive design, distribution methods, conditional logic, and templates. Titan has different plans and pricing options to suit your needs and preferences.

FAQ

How to track survey responses?

You can track survey responses across the customer lifecycle to see how customer satisfaction changes over time.

How to track customer feedback in Salesforce?

To track customer feedback in Salesforce, you can use the “Cases” feature to log and manage customer interactions, or employ the “Feedback Management” app to gather and analyze feedback directly.
Integrating external Salesforce survey builders like Titan Survey with Salesforce is also an option for more comprehensive feedback collection.

Contact Titan today for a comparative quote.

We hope to see you soon!

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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.