Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data.
1. Create a Salesforce survey dashboard.
If you’re looking for a more efficient way to monitor feedback, dashboards may be your solution. You can create one in Salesforce or GetFeedback, depending on your needs. With both, you have the flexibility to filter out the noise and focus on your most important survey data.
Dashboards are especially useful because they allow you to track trends and zoom in on key areas of interest. For example, our support team measures Customer Effort Score (CES) across support channels and case categories. They use a dashboard to compare customer effort by support channel and topic, so they can spot customer painpoints and alert the right team.
Here’s an example of a customer experience dashboard built in Salesforce:
2. Set up custom notifications for negative feedback.
Follow-up is the hardest piece of feedback management, but also the most important. When a customer complains, the clock starts ticking. If you don’t acknowledge and act on their feedback quickly, it can permanently damage that relationship. However, if you alert the right people immediately when things go wrong, you can potentially save a customer from cutting ties.
With a simple Salesforce survey workflow or GetFeedback custom notifications, you can set up custom alerts to sound the alarm as soon as negative feedback comes in. In those alerts, you can include key customer information from the customer record and/or the relevant Service Cloud case.
For example, when a customer gives us a low CES, the agent assigned to the case gets an email alert with a few details about the customer and a link to the case, so they can reopen it and address any issues promptly.
3. Post survey responses to Slack.
Not a big fan of email alerts? You can make custom notifications even more accessible by automatically publishing Salesforce survey responses to Slack. You just need to set up a Slack email address with the Email App, then plug that into your custom notifications.
We publish all of our CES and Net Promoter Score (NPS) results to Slack so our support team never misses a response.
With survey data on the customer record, you can understand customer satisfaction and loyalty at a glance and act quickly to fix mistakes. This enhanced oversight not only strengthens your customer relationships, but it reveals countless ways to improve your business.