Feedback Management is a licensed add-on. Confirm you have the Feedback Management license assigned before starting; the Survey Builder appears in Setup once the license is provisioned.
- Enable Surveys and assign licenses
Go to Setup > Surveys > Survey Settings and enable Surveys. Assign Feedback Management permission set licenses to the admins who will build surveys and to the report users who will consume the data.
- Build the NPS survey
Open the Survey Builder and pick the NPS template. The first page should be the single eleven-point question; pages two and three can ask the open-ended Why and a follow-up demographic question. Keep total length under 90 seconds for relationship surveys, under 30 for transactional.
- Decide on the trigger
For transactional NPS, create a record-triggered Flow on the Case object filtered to Status equals Closed and Closed Won equals true. The Flow calls the SendSurveyInvitation invocable action with the Contact and the SurveyVersion as inputs.
- Map the response back to the source record
The SendSurveyInvitation action sets the Related Record on SurveyResponse. Confirm the lookup populates correctly by submitting a test response and checking the SurveyResponse.RelatedRecordId field. Without this link, you cannot pivot NPS by account or region.
- Build the dashboard
Create a report on SurveyResponse, add a row-level formula classifying each response as Promoter, Passive, or Detractor, then build a summary formula computing NPS. Pin the dashboard widget on the executive home page and the customer success team's app landing page.
Sent once or twice a year per customer; captures overall brand sentiment; trended quarter over quarter.
Fires after a specific touchpoint like Case Closed or Order Delivered; measures interaction-specific sentiment.
Default channel; embeds the first question directly in the email so customers can click a score without leaving inbox.
Higher response rates for B2C; requires Marketing Cloud or a connected SMS provider.
Survey URL with no Contact attached; useful for public-facing community posts but loses the ability to tie back to revenue.
- Salesforce Surveys does not natively compute the NPS percentage. You must build a row-level formula and a summary formula yourself.
- Survey responses are not anonymous by default. The customer's identity is captured unless you explicitly send an anonymous link. Disclose this in the survey introduction or you risk a privacy complaint.
- The eleven-point scale (0 through 10) is fixed by the NPS methodology. Do not shorten it to a five-point or seven-point scale; the result is no longer an industry-comparable NPS.
- Survey fatigue is real. Throttle to one survey per customer per quarter; track sends through the SurveyInvitation object and skip customers who already received one in the window.