Jessica Burgess
Technical Writer at Titan
Collecting and managing feedback is effortless within the Salesforce ecosystem. This is because Salesforce has the right tools to ensure your business has a seamless data-collecting process. Join us in the article below to find out about Salesforce tools and our recommendations for them to elevate how you automate a feedback process!
Salesforce Survey vs Feedback Management
Teams can choose between Salesforce Survey and Feedback Management when collecting customer insights with Salesforce. Research teams can then examine these responses to better understand customer sentiments toward a company.
However, Salesforce Survey and Feedback Management are distinct and provide different functionalities to teams. Knowing when to use which Salesforce tool is important, so let’s look at the table below to find out the differences between the two.
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| Salesforce Survey | Feedback Management | |
| Overview | Designers use this basic tool to build surveys from Salesforce. They can then distribute the surveys from Salesforce to collect feedback from customers. | Feedback Management is considered a more advanced Salesforce tool.
Teams use it when they need to thoroughly study customer feedback. |
| Feature #1 | Salesforce surveys can be created via a drag-and-drop interface. | Designers can add complex branching logic when they create a survey with Feedback Management.
These Salesforce surveys are long and include several specific question types that can span multiple pages. |
| Feature #2 | Designers can choose from pre-built templates, so they do not need to rebuild a Salesforce survey whenever required. | Unlike Salesforce Survey, Feedback Management gives teams advanced data analysis tools. Data analysts can use these tools to study customer responses and identify trends from a survey. |
| Feature #3 | Salesforce surveys can be added to emails or uploaded to customer communities.
Customers can also access a Salesforce survey through a link. | Surveys created with Feedback Management are personalized for customer segments. This helps collect responses that are more relevant to a particular study. |
| Common Use Case | Salesforce Survey can create customer satisfaction surveys, event feedback forms, and NPS (Net Promoter Score) surveys. | Feedback Management can be used to create complete customer experience programs for teams. |
| Limitation of Tool | Salesforce Survey lacks advanced data analytics tools. | Configuring Feedback Management into your system can be complex. The process will require an expert to successfully set up the tool. |
Transform Data Collection with Salesforce
BOTH Salesforce Survey and Feedback Management are essential tools that can streamline the collection of customer feedback. However, they can be used at different times to make your workflows efficient. We suggest using Salesforce Surveys to create sweet and short surveys. They allow your teams to quickly collect customer feedback to make business decisions.
On the other hand, if you have a massive project to implement, like deciding whether you need a Salesforce complaint management system for a customer service team, then we recommend using the Feedback Management tool.
Feedback Collection: Best Practices
Now that we know which Salesforce data collection tools we should use for projects, let’s look at a few industry standards to help you improve customer experiences in the long run.
Centralize Feedback Collection
Our first recommendation is to collect customer feedback in a single location. For example, you can use Salesforce as your centralized system to manage data effectively. It’s the world’s number 1 customer relationship management (CRM) platform, so you can’t go wrong choosing it to manage and analyze data.
We want to remind you that feedback can be sourced from multiple channels like:
- Emails
- Surveys
- Social Media Platforms
- Custom Applications
For this reason, using Salesforce to collect and store data gives multiple teams in your organization a fuller view of the latest customer feedback. If you want accurate data for analysis, centralize your data collection location.
Automate Data Entry
Collecting feedback from these multiple data sources can be time-consuming and must be double-checked for accuracy. So, our second proven tip is to AUTOMATE your data entries into Salesforce.
Service agents can use Salesforce’s Complaint Management solution to speed up their data collection tasks as it automatically captures complaints submitted by customers.
A Salesforce solution like this will improve the accuracy of data in your system and allow your business to scale, as computers now perform manual tasks. At the same time, your employees get to work on more creative, higher-level jobs.
Set Up Automated Workflows
To begin automating processes in your business, you need to understand what Salesforce workflow automation is. It consists of rules and actions that will automatically speed up team processes or procedures. These workflows are configured to trigger when Salesforce data changes or when predetermined criteria are met.
This configuration is powerful as it lets teams automate processes so that they can focus on other crucial work tasks. These are the important points to consider when configuring Salesforce workflows:
- Workflow Rules
- Workflow Actions
- Time-Dependant Actions
Utilize Surveys And Forms
We already mentioned that surveys can be used to collect feedback from customers, but don’t forget about forms. When businesses create forms, they can gather customer feedback in a structured way as they are standardized data-collecting tools.
Forms ensure all feedback is collected consistently no matter who the customer is, especially if they come from different target audiences or are questioned for feedback at varying times. Since forms have this standardized nature, their responses are also easier to analyze, which makes decision-making faster for executives and managers.
Integrate With Other Tools
Connecting Salesforce’s feedback collection tools with other systems lets you improve how you gather customer data. The full integration of all your software ensures that feedback is accessible throughout all applications. This is useful if your business has multiple teams within the organization.
Some teams might need the Salesforce CRM platform, whereas others only have access to customer support or data analysis platforms. However, if Salesforce is integrated with all your applications, you can speed up workflows and ensure customer data is consistently accurate for all teams in an organization.
Analyze Feedback With Reports
Salesforce reports let teams analyze customer feedback to make important business decisions based on the collected data. The reason why Salesforce reports are so good is because they show data in visually appealing ways to explore trends and patterns. We suggest choosing the right METRICS you want to study to keep your research streamlined and to the point.
For example, you could analyze key performance indicators (KPIs) at your organization, which can include:
- Customer Satisfaction Scores
- Net Promoter Scores
Salesforce Feedback Management Pricing
As we have learned, Salesforce tools are powerful and extremely valuable for collecting and managing data. But how much is Feedback Management going to cost your business? This answer will depend on a few factors, like how many users need to use Feedback Management and the features they need to work with.
Take a look at the table below to see which pricing tier of Feedback Management will work best for your organization.
Feedback Management Editions | Description | Cost |
Survey Response Pack | This option helps to collect contextual feedback from customers. | $300 for 1000 Survey Responses |
Feedback Management Starter | This pack helps to improve customer experiences while collecting feedback. | $13 500 per org per month |
Feedback Management Growth | With this solution, teams can automate processes and analyze feedback. | $46 000 per org per month |
The Best Way To Collect And Manage Feedback
Thanks for reading our article on Salesforce Feedback Management. There’s no need to go around in circles. Depending on your project requirements, you can use Salesforce’s basic or advanced tools to automatically collect customer feedback.
The insights provided by Feedback Management can be used to make the BEST decisions for your organization. We hope our advice has inspired you to get better results with your Salesforce software.
Good Luck!
Disclaimer
This article is not endorsed by Salesforce, Google, or any other company in any way. I shared my knowledge on this topic in this blog post. Please always refer to Official Documentation for the latest information.
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