Feedback Management with Salesforce Surveys
Hawk-eye editor with a passion for trailblazing Salesforce experiences
Make the most out of your customer relationship management strategies by using Salesforce surveys that gather insightful data from your target audience. And if this sounds like a daunting task, don’t worry about it. You can automate your whole data-collection process from end to end! The right powerful survey builder tool can help you adjust your data workflows to seamlessly adapt to processes that need to scale rapidly.
In this article, we will be taking a deep dive into Salesforce surveys and Salesforce Feedback Management. Keep reading to find out more!
What are Salesforce Surveys?
Salesforce Surveys is a feature provided by Salesforce. You can use this nimble survey tool to create survey forms and analyze data. Once you have set up surveys in your Salesforce ecosystem, you have the power to give specific users access to create and distribute surveys, as well as view survey records. Take a look at our short list of other things you can do with Salesforce Surveys:
And along with this popular survey tool, Salesforce also brings you Feedback Management to help your teams gather data from various communication channels. Salesforce Feedback Management was released in Salesforce’s Summer ‘20 release and is designed to extend and complement the Salesforce Surveys feature. Feedback management surveys empower you to collect data from multiple sources to elevate the customer experience.
Salesforce Survey License
When working with the Salesforce Feedback Management feature, keep in mind that there are three types of Salesforce feedback management licenses which include Survey Response Pack, Feedback Management – Starter, and Feedback Management – Growth. You can compare the different versions and their unique capabilities on the Service Cloud on Salesforce.
Creating a Survey in Salesforce
Now that you know how useful Salesforce surveys are for collecting data for your marketing, sales, and customer relationship strategies, let’s take a closer look at how to make a survey in Salesforce. There are many different survey types but to build your own Standard Survey in Salesforce, follow these 10 simple steps:
Remember, this is simply a guide to creating a Standard Survey. To learn more about other surveys you can create in Salesforce, visit this help documentation on the Service Cloud.
Salesforce Survey Limitations
Yes, Salesforce Surveys is a huge help when it comes to creating Standard and Basic surveys for your business, but what are the Salesforce survey limitations? No piece of software is perfect, so what’s the catch when it comes to the Salesforce Surveys feature?
For starters, you will need some coding experience or technical help if you want to fully customize your surveys. It can be a complicated process, and since the Salesforce platform is not solely a dedicated survey builder, the survey tools are not always as great at gathering or reporting on data as some competitors.
Additionally, when looking at Salesforce’s more sophisticated and robust survey products and options, the prices start to climb. For example, if you choose the Salesforce Survey Response Pack, you only get 1000 responses with Salesforce Customer Lifecycle Analytics as an Add-On. If you require more advanced features like Post-Chat Surveys, Merge Fields, Data Mapper, and Customer Lifecycle Maps, you will have to choose another package. You can take a look at a comparison of the editions and features on Salesforce.
Types of Salesforce Surveys
Despite a few limitations, Salesforce Surveys is still a powerful and popular tool to create surveys, distribute them, and collect data from a target audience. There are many different types of ways to organize feedback management in Salesforce. Here are a few below:
Customer Satisfaction (CSAT) Surveys
As the name suggests, use CSAT surveys to measure feedback on customer satisfaction regarding your products and services. Rating scales are popular types of questions to use on CSAT surveys to gauge the satisfaction levels of customers.
Net Promoter Score (NPS) Surveys
Use NPS surveys to find out how loyal your customers are to your brand. The feedback from these surveys can determine whether your customers are likely to refer your products and services to friends or family members.
Employee Feedback Surveys
These are standard tools for businesses to collect feedback from their employees. The types of surveys can range from employee satisfaction surveys, to employee engagement surveys and even pulse surveys.
Product Feedback Surveys
Product feedback surveys gather feedback on the opinions that customers have regarding your products. Responses can be analyzed and used to make business decisions that prioritize tasks to enhance your product offerings.
Service Experience Surveys
These surveys are great tools to use to find out which of your service teams are performing well and any areas of direct customer engagement you can improve.
Market Research Surveys
Use Market Research Surveys to collect information on market trends, what customers prefer, and data on your competitors.
Event Feedback Surveys
Event Feedback Surveys are commonly used after an event has been hosted. Many businesses distribute these surveys to guests in order to gather feedback regarding the event such as the overall experience, the content, and if there are any suggestions to improve the event.
Website Feedback Surveys
Embed your Website Feedback Surveys directly on your webpage so that online visitors can immediately submit feedback on their experiences visiting your website. Visitors could also provide essential information regarding how relevant your content is, and they might have suggestions for content that they prefer to read or watch.
Product Development Surveys
Use Product Development Surveys to ask customers what they think about a product that your business is currently creating. Customers could provide feedback that inspires new features and designs that will improve the product substantially.
360° Feedback Surveys
These surveys are essential in the workplace. Use 360° Feedback Surveys to collect feedback on an employee’s performance from their colleagues. These surveys are commonly used during performance evaluations and require input from managers, peers, and direct reports.
Supplier/ Vendor Feedback Surveys
These types of surveys can be used to gain insight into the actual quality of products and services offered by suppliers and vendors.
Patient Satisfaction Surveys
Used in the healthcare industry, patient satisfaction Surveys gather feedback from patients for healthcare providers.
Use Cases for Salesforce Surveys
There are many use cases for businesses to create Salesforce surveys. And, you will notice that many of the survey types covered above have their own specific use cases.
Follow us below as we explore some of the most common use cases for Salesforce survey builders.
Measure Customer Satisfaction: Customer Feedback Survey Salesforce
Are you interested in creating a Salesforce Customer Satisfaction Survey to collect feedback? Here are our top 3 customer satisfaction survey questions to get you started:
Product Feedback and Development
A Product Feedback Survey has questions that can help your business learn more about how your customers feel about your products and services. Go ahead and use the data collected by these surveys to improve the products and services that you sell to customers. The data often contains feedback and suggestions regarding product features and how useful they actually are.
Market Research
If you were wondering how to do market research with Salesforce surveys, your first step would be defining your target audience, competitors, and the trends that exist in your industry. When you create surveys that focus on these topics, you will be able to obtain valuable market research data from your target audience that will assist in future decisions for your business.
To get you started on your market research, here are a few questions that you could use in your Salesforce survey, “How old are you?”, “Have you heard of our products or services? Please select Yes or No in the provided checkboxes.“, and “What do you think of our brand?“.
Brand Reputation & Awareness
To be a successful business, it’s important to pay attention to your brand’s reputation in your industry. Maintaining a positive and professional brand reputation has some great benefits that include loyalty from your customers, repeated and increased sales of your products and services, and a superior unmatched competitive edge. Use Salesforce surveys to gain feedback from customers to make decisions when it comes to managing brand reputation.
Event and Conference Feedback
Gather feedback from guests that attended your event or conference with the help of an Event Feedback Survey. These nimble data collection tools often appear as questionnaires or forms, and if they are constructed correctly, they can provide data regarding the satisfaction levels of guests, their experience at your event, and even their suggestions on how to improve your next meet-up. Event Feedback Surveys help event organizers measure how successful an event was.
Employee Feedback and Engagement
Improve employee performance and help them develop skills with an employee feedback survey. With a Salesforce Survey, you can ask employees how they feel about their roles and responsibilities.
Use this information to understand your employees better. You could also take the time to set up a pulse program that distributes surveys weekly or monthly. Running a pulse program can ensure that you always know your employees’ sentiments and you can measure the success of your plans put in place to improve productivity.
Net Promoter Score (NPS) Surveys
Are you interested in using a Net Promoter Score survey? Here’s how it works essentially:
Customer Onboarding and Training
You should continue to build a relationship with a lead especially when they have become a new customer in your business. Try a customer onboarding process to assist you with these interactions. For your convenience, we have drafted a simple customer onboarding and training process that you could modify to meet the needs of your sales strategy.
Website and User Experience Improvement
Want to know how to improve user experience (UX) on your website? We don’t blame you! Use user experience surveys to gather feedback on your UX designs and functionality to make sure that you can create strategies to keep your online visitors on your website for longer time periods so that they can learn more about your products and services. And if you have a checkout page, they might even be persuaded to purchase your products and services.
Customer Journey Mapping
Many of our Titan friends ask us “What is customer journey mapping?“, for this reason, we decided to also share this bit of information with you.
Many businesses use customer journey mapping to visualize, document, track, and understand the journey of a customer as they interact with a product or service offered. You could use Salesforce surveys to collect feedback from customers at any point in the customer journey to understand their opinions and interactions with your brand so that you can identify how to improve their relationship with your business.
Feedback and Marketing Campaigns
Use digital marketing campaigns to reach a wider target audience as you will not be limited by location. Any person that is online and interested in the products and services you have to offer can now be considered for lead qualification. Digital marketing campaigns show up in different ways but are driven by the specific requirements of a business. Some popular digital marketing campaigns that are used today include search engine optimization, pay-per-click advertising, and social media marketing campaigns.
Whichever digital marketing campaign you choose to use for your business goals can be measured! Gather feedback from your target audience with the use of Salesforce surveys so that you know can understand if your campaign has been a hit or an utter failure. It’s not all doom and gloom, though. Turn your unsuccessful marketing campaigns into learning opportunities so that you can make better marketing plans in the future.
Partner and Vendor Feedback
Collecting feedback from partners and vendors can provide you with solutions to enhance products and services. You can use the information to make changes to your business processes for smoother interactions with your partners or vendors. Using tools like a Salesforce survey can help you gather feedback to identify the weak spots in your business and give you the opportunity to change your processes for higher-quality products, services, and operations.
Feedback from partners and vendors provides insights into areas where your business can improve. This information helps you implement necessary changes to enhance the quality of your offerings. And you don’t have to adopt these changes alone. Start partner-driven reviews, with your business partners. The review consists of an evaluation of the products, services, and processes offered by each business in the partnership. Both companies can use partner-driven reviews to improve offerings for a successful venture.
Product Usage and Adoption
The term product usage describes how your customers use or consume your products. You can analyze product usage in depth with many tools, but trying a Salesforce survey to obtain feedback from customers on how they use your products is a great one.
Customer feedback and comments provide information on how they use your product essentially, but they could also unlock usage ideas that you had not intended for your product. This new information could spark your imagination to improve your product with new features and capabilities that could benefit a wider target audience.
And when you have an upgraded product, you can enter the territory of product adoption. Now this term refers to how accepted a new product is by a target audience. We can see that if you gain feedback from customers on your product usage, you can improve your product in a way that relates to their needs and wants, which will give your product a higher chance of being adopted in its launch phase.
Salesforce Survey Tools
So now that you have all the reasons to create a custom survey for your feedback management strategies, how do you actually build one? You can create, design, and distribute a survey quickly these days if you have the right app that matches your needs.
However, there are many survey templates in the market, so before you invest in one of these, it’s best to take a look at the top-rated survey builders in the market. If you want to keep your data safe and you want a reliable Salesforce survey builder that works with your survey setup, keep reading as we explore a few data collection tools and what they can offer your business.
SurveyMonkey
Making it first onto our list is SurveyMonkey. They integrate well with Salesforce to collect your customer feedback for analysis, but is it the right app for your custom business needs? Let’s take a look at some pros and cons of SurveyMonkey to help you decide:
Pros of SurveyMonkey
Cons of SurveyMonkey
Qualtrics
Qualtrics CoreXM, previously known as Qualtrics, focuses on providing customer experience, market research, and employee insights solutions to businesses. They make it onto our list, as they integrate into Salesforce extremely well by letting you distribute a survey from a Salesforce event. Additionally, Qualtrics can gather survey responses and send them to Salesforce.
Quite importantly, if you are a Qualtrics user, you gain access to the Web to Lead feature from Salesforce. This feature helps your business to generate leads in Salesforce from submitted survey responses. But is the Qualtrics Salesforce integration the right combo for your business? Let’s take a look at some of the pros and cons of Qualtrics:
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Google Forms
Making it on our list next is the popular Google Forms. One of the reasons why it is so popular is the fact that it is free to use if you have a Google account. Use Google Forms for survey, questionnaire, quiz, or form creation. This online tool is easy to use for feedback collection, but do they have what it takes to cater to your business needs? Let’s take a look at a list of the pros and cons of a Salesforce Google integration.
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Typeform
Launched in 2012, Typeform specializes in providing customers with online surveys and forms. They integrate with your favorite workplace tools like Slack, Google, and Salesforce! Their surveys can be customized to elevate your user experiences to create exciting and engaging tools that gather data. But are they the right tool for your business? Let’s take a look at the pros and cons of choosing a Typeform Salesforce integration.
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Zoho Survey
Next on our list of survey builders is Zoho Survey. This software is user-friendly and can help your business to create custom surveys to collect feedback for event registrations, a lead qualification process, data analysis, or any other use case you can think of.
You can find Zoho Survey within the Zoho platform, and it works extremely well with the other products in the suite. You can use Zoho Survey to create a survey in minutes, but are they the right app for your data collection needs? Let’s dive into the pros and cons of a Zoho Salesforce integration.
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Hubspot Survey Tool
Established in 2006, Hubspot makes it onto our list next with its suite of dynamic tools that provide solutions to inbound marketing, sales, customer service, and CRM. Use the survey tool from Hubspot to collect feedback and use the data to make decisions that improve your relationships with customers.
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Alchemer
Alchemer, previously known as SurveyGizmo, is another option for creating and distributing surveys to collect data for Salesforce. What’s more, is that this data collection platform can also help you review and analyze your Salesforce data. With a vast range of survey features and tools, you can use your Alchemer platform with Salesforce to gain a better understanding of your target audience’s opinions regarding your brand.
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Formstack
Formstack is a great tool to help you automate workflows to speed up the different processes in your business. They make it onto our list because they have tools and features that can create online surveys, integrate well into Salesforce, and require no code to work with. For these reasons, Formstack is known as a workplace productivity platform, but do they have what it takes to deliver survey solutions for your business? Let’s take a closer look at the pros and cons of choosing a Formstack Salesforce integration:
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LimeSurvey
Moving along to the next survey builder on our list, LimeSurvey. It’s a popular open-source app that can help you create and work with surveys, questionnaires, and forms. You can also use LimeSurvey to collect and analyze the feedback that you receive from online surveys.
One of the most frequently asked questions that we receive around this software is, “Should I use LimeSurvey or SurveyMonkey to create a survey?“ Both survey-building apps are popular online, but they do have very key differences.
If you are interested in LimeSurvey vs SurveyMonkey it’s important to remember that LimeSurvey is better for advanced surveys whereas SurveyMonkey is better for more basic surveys.
| LimeSurvey | SurveyMonkey |
|---|---|
| Vast customization options for surveys. Technical users can modify the code, create custom themes, and add functionalities. | You receive a range of pre-designed survey templates with some customization options. |
| Access to robust features, advanced question types, skip logic, branching, quota management, and more. | Access to a wide range of question types, logic, and branching options. |
| Extremely compatible for researchers who need advanced data collection and analysis features. | A sufficient survey builder for general surveys. |
QuestionPro
QuestionPro is the next survey builder to make it onto our list. This app focuses on providing research solutions to your business, starting with the ability to create online surveys. You can use QuestionPro’s range of tools to build, design, and distribute your surveys to a large target audience with ease. And this app does not just stop here. You can use QuestionPro to analyze the survey responses you have collected.
However, as great as this cloud-based survey software sounds, we often get questions asking which is the better survey app between QuestionPro and Qualtrics. Out of interest, how does QuestionPro do vs Qualtrics? Well, Qualtrics is a better choice if you want more advanced features!
| QuestionPro | Qualtrics |
|---|---|
| QuestionPro provides a range of question types, skip logic, and piping. You have the choice to choose between various integration options. | With Qualtrics you get access to advanced survey logic, branching, and customization options. You can also choose from a wide range of question types. Qualtrics can also assist with advanced reporting and integrates well with other software. |
| You get a user-friendly interface with QuestionPro. | Users who are beginners at creating online surveys find that the interface is simple and easy to use. |
| Access to customization options, so that you can brand surveys with custom logos, colors, and themes. | Access to customization options, so that you can brand surveys with custom logos, colors, and themes. Qualtrics also goes beyond and offers more advanced design features for your surveys. |
123FormBuilder
123FormBuilder is a web-based platform that you can choose as your drag-and-drop survey builder. With 123FormBuilder, you can create surveys, forms, questionnaires, and other data collection tools with zero code. The platform gives you the power to create custom surveys from pre-designed elements that include fields, checkboxes, radio buttons, drop-down menus, and more.
Is 123Formbuilder and Salesforce the combination that your business has been looking for? Let’s take a look at the pros and cons of 123Formbuilder:
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Survey Vista
Another open-source software that can be trusted for data collection is SurveyVista. Use SurveyVista to create dynamic surveys, forms, quizzes, questionnaires, and checklists.
This software also provides a drag-and-drop builder as your interface with features to build, design, and publish surveys in minutes. A Vista survey can also be smart if you choose to use the conditional logic capabilities provided by the survey builder. So they sound great, but let’s take a look at the pros and cons of SurveyVista:
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GetFeedback for Salesforce
Purchased by SurveyMonkey in 2019, GetFeedback is specifically designed to work with surveys in your Salesforce ecosystem, but also it does a fantastic job at collecting your survey data for analysis within your favorite CRM platform.
They make it onto our list as a great choice as a Salesforce survey tool but let’s take a look at their pros and cons for an objective view of this GetFeedback Salesforce integration:
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Titan Survey
And in our expert opinion, we saved the best Salesforce survey app for last. Try Titan Survey. We deliver smart, streamlined solutions for your Salesforce surveys. Integrating Titan and Salesforce is a game changer for your business operations and workflows. We help make your CRM accessible and really easy for anyone across your entire organization. With Titan, you can easily set up configurations, automate workflows, track your data, and collaborate across departments on surveys with absolutely no code.
Take a look at some of our advanced features for creating smart Salesforce surveys:
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Titan: Best Survey Tool for Salesforce Feedback Management Solutions
Thank you for reading our guide on Salesforce surveys. We hope that we have inspired you to upgrade and make significant changes to your feedback management system. If you need further assistance with customer feedback management, please feel free to contact us. Our Survey product offering empowers you to create Salesforce surveys that enhance user experience. You can easily measure customer satisfaction, collect feedback, and dive into market research using our no-code survey tool for Salesforce.
We hope to see you soon!
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.
