Salesforce Surveys
Salesforce Surveys is a native feature that enables organizations to create, distribute, and analyze surveys to gather customer and employee feedback directly within Salesforce.
Definition
Salesforce Surveys is a native feature that enables organizations to create, distribute, and analyze surveys to gather customer and employee feedback directly within Salesforce. Survey responses are automatically linked to customer records, eliminating manual data entry and enabling automated follow-up actions based on feedback scores like CSAT and NPS.
In plain English
“Salesforce Surveys is a native feature for creating, distributing, and analyzing surveys to gather customer and employee feedback directly within Salesforce. Survey responses are stored as records linked to contacts, accounts, and cases for CRM-connected feedback analysis.”
Worked example
Halverstone Software uses Salesforce Surveys to collect customer feedback at three touchpoints: post-Case CSAT, quarterly NPS, and post-onboarding qualitative feedback. Each survey is built natively in Salesforce - no third-party tool - and responses are stored as Survey Response records linked to the contact, account, or case that triggered the survey. Low CSAT scores auto-create follow-up Tasks for the support manager; high NPS scores trigger Chatter posts to celebrate. Without Salesforce Surveys, the same feedback would live in a separate Survey Monkey or Qualtrics tool, disconnected from CRM context.
Why Salesforce Surveys matters
Salesforce Surveys is a native feature that enables organizations to create, distribute, and analyze surveys to gather customer and employee feedback directly within Salesforce. Survey responses are automatically stored as records linked to contacts, accounts, and cases, enabling CRM-connected feedback analysis.
Native surveys are valuable because feedback data lives right alongside CRM data. When a customer responds to a survey, the response is linked to their account and any related cases, providing context for every piece of feedback. Mature feedback programs use Salesforce Surveys as part of their customer experience management, connecting survey responses to operational data for actionable insights.
How organizations use Salesforce Surveys
Uses Salesforce Surveys for post-case CSAT collection linked to case records.
Distributes NPS surveys quarterly through Salesforce Surveys with responses linked to accounts.
Connects survey feedback to CRM data for contextual analysis of customer sentiment.
Trust & references
Straight from the source - Salesforce's reference material on Salesforce Surveys.
- Create and Customize SurveysSalesforce Help
- Distribute SurveysSalesforce Help
Test your knowledge
Q1. What is Salesforce Surveys?
Q2. How are responses stored?
Q3. Why use native surveys?
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