Use Salesforce Survey for Razor-Sharp Post-Purchase Data

Marinda K.

Masterful Salesforce Scribe with an eye for detail

Updated: Aug 17th, 2023

What are Salesforce Post-Purchase Surveys?

Salesforce Post-Purchase Surveys are used to poll a customer’s opinion after having made a purchase from a company that uses the Salesforce platform for customer relationship management (CRM). These surveys are designed to gather feedback and insights from customers about their purchase experience, including their satisfaction with the product or service they purchased, the quality of customer service they received, and their overall experience with the company.

These Salesforce surveys can be delivered through a variety of channels, including email, SMS, or through a link on the company’s website or social media accounts. With the data collected from these surveys, companies can improve their products and services, identify areas for improvement in their customer service, and ultimately enhance the overall customer experience.

It can help businesses to find out what their most effective acquisition channels are and optimize their marketing strategy accordingly. They can get data for better marketing personalization by asking customers about their preferences, needs, and interests. Post-Purchase Surveys from Salesforce are a valuable tool to spot areas of friction in customer experiences for businesses of all sizes, as they provide insight into customer expectations and help companies make data-driven decisions that can grow their business.

Benefits of Salesforce’s Post-Purchase Surveys

There are several benefits to using Salesforce surveys, including:

These surveys provide valuable feedback from customers about their experience with the company, allowing businesses to identify areas for improvement and address any issues that arise. This can lead to improved customer satisfaction and loyalty.

Businesses can make informed decisions about product development, marketing strategies, and customer service improvements by collecting, reviewing, and analyzing data from Post-Purchase Surveys.

By understanding customer preferences and behaviors, businesses can develop products and services that better meet their needs, leading to increased sales and revenue.

Organizations can reduce costs and gain a competitive advantage by tailoring their products and services.

When customers are satisfied with a company, they are more likely to do business with that company again in the future, which can lead to increased customer loyalty.

Tips for using Salesforce’s Post-Purchase Surveys

Here are some tips for creating an effective Salesforce survey for post-purchase feedback:

Customers are more likely to complete a survey if it is brief and easy to understand.

Use clear, simple language that is easy to understand and avoid jargon or technical terms.

Ask questions about the most important aspects of the customer experience, such as product quality, customer service, and delivery times.

Provide customers with a range of response options, such as yes/no, multiple-choice, rating scales, and open-ended questions.

Offer incentives to encourage customers to complete the survey, such as discounts on future purchases or entries into a prize draw.

Test the survey with a small group of customers to ensure that it is easy to understand and that the questions are effective in gathering the information you need.

Thank customers for completing the survey and let them know how their feedback will be used to improve the customer experience.

Refer to these common questions that are typically included in a Post-Purchase Survey to get you started:

How satisfied are you with your purchase?

Did the product/service meet your expectations?

Would you recommend this product/service to a friend or colleague?

Was the ordering process easy to navigate?

Were the product/service descriptions accurate and helpful?

How was the delivery/shipping experience?

Was the product/service delivered on time?

Did the product/service meet your needs?

Did you encounter any problems or issues with the product/service?

How can we improve our products/services?

Downsides of Salesforce’s Post-Purchase Surveys

There are a few potential downsides of using Salesforce’s Post-Purchase Surveys, specifically:

While Salesforce provides pre-built survey templates, there is limited customization available for organizations that want to create their own survey questions. This may make it difficult for some organizations to tailor the survey to their specific needs and goals. Also, Salesforce is a complex platform, and there may be a learning curve for organizations that are not familiar with it. This could make it challenging to set up and manage the surveys effectively.

Salesforce’s Post-Purchase Surveys are not free. There is a monthly subscription fee that businesses must pay in order to use the service. The cost of the subscription varies depending on the size of the business and the number of surveys that are sent out each month. These surveys provide businesses with a variety of data about their customers’ satisfaction. However, the data can be difficult to analyze and interpret. Businesses may need to hire a consultant or use a third-party service to help them make sense of the data.

Companies need to have the Salesforce Feedback Management license.

Titan’s Alternative to Salesforce’s Post-Purchase Surveys

Titan Survey is a powerful and versatile cloud-based survey and feedback platform designed for businesses and organizations to gather and analyze post-purchase feedback that can be used as an alternative to Salesforce. Titan Survey enables businesses to distribute surveys through various channels, including email, social media, and web links.

Here are some potential benefits of using Titan Survey as an alternative:

Value for Money

Titan Survey offers affordable pricing plans that can fit the needs and budgets of businesses of all sizes. It’s worth noting that Titan Survey offers a 14-day free trial for organizations to test the platform before committing to a pricing plan. Additionally, organizations can purchase additional survey responses if they exceed the allotted amount for their plan.

Integration with Salesforce

Titan Survey can be seamlessly integrated with Salesforce, allowing businesses to easily import survey data into their CRM system for analysis.

User-friendly Interface

Titan Survey has a user-friendly interface that is easy to navigate, making it easy to create and customize surveys. It provides various question types, such as Likert scales, multiple-choice questions, open-ended and closed-ended questions, and rating and scale questions.

Advanced Survey Features

Titan Survey offers advanced survey features, such as skip logic, branching, and piping, which can help to create more sophisticated and targeted surveys for each user and create personalized experiences based on their answers.

Customization Options

Titan Survey allows for custom branding and design of surveys, so businesses can tailor the surveys to match their brand and website.

Robust Reporting and Analysis

Titan Survey provides robust reporting and analysis features, including real-time data, summary statistics, and custom reports.

Titan Survey may be a better option if you are looking for a simple and cost-effective solution for creating and distributing surveys.

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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, plea