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Salesforce Surveys: Introduction, Benefits, and Use Cases

Oct 4, 2023 | Recent Posts Featured

Salesforce surveys are essential for gathering client feedback and promoting customer involvement inside the Salesforce ecosystem.

This article gives readers a thorough grasp of Salesforce surveys, their significance, and how they may be used successfully in various business situations.

Readers should know that Salesforce surveys are a potent tool for obtaining insightful information from stakeholders, workers, and consumers.

Businesses can quickly develop, distribute, and analyse surveys by integrating these surveys into the Salesforce platform.

Readers must comprehend the importance of gathering feedback since doing so enables data-driven decision-making, enhancing client happiness, employee engagement, and overall business performance.

This article will teach readers:

  • The advantages of implementing Salesforce surveys include improved product/service quality, and improved customer experience.
  • How to use the simple tools in Salesforce to generate and personalize surveys.
  • Methods for disseminating surveys to specific target populations, such as clients, colleagues, or business partners.
  • Best methods for gathering and examining survey data to get valuable insights.
  • Examples from the real world of how businesses have used Salesforce surveys to increase and retain customers.

It’s time to use Salesforce surveys immediately to maximize their value and help your firm succeed.

Explore the survey tools of the Salesforce platform, make them fit your specific requirements, and launch them to collect insightful feedback.

Remember that ongoing survey efforts and analysis are key to staying connected with your stakeholders and continuously improving your business.

Start your journey towards data-driven decision-making and increased customer satisfaction by incorporating Salesforce surveys into your strategy.


Salesforce, renowned as the world’s premier customer relationship management (CRM) platform, is dedicated to seamlessly unifying your marketing, sales, commerce, service, and IT teams, regardless of geographical location. The overarching goal? Ensuring that your customers remain consistently satisfied, wherever they may be.


Salesforce Surveys are a robust feature designed to streamline the process of collecting feedback and valuable data from your users and customers. With a user-friendly survey editor, you can effortlessly craft surveys tailored to your needs. The collected survey data is securely stored within your Salesforce organization, providing you with a centralized repository for essential insights.

Here’s how Salesforce Surveys can empower your business:

  • Data Collection:

Salesforce Surveys enable you to gather comprehensive participant feedback, offering a holistic view of customer or user sentiment.

  • Centralized Data Repository:

All survey data is seamlessly integrated into your Salesforce organization, ensuring easy access and management.

  • Reporting and Analytics:

Salesforce provides powerful tools to transform your survey data into actionable insights. You can formulate customized reports and dashboards to visualize trends, identify areas for improvement, and make data-driven decisions.

  • Collaboration:

Share insights and survey results effortlessly with stakeholders across your organization, fostering collaboration and informed decision-making.

Incorporating Salesforce Surveys into your CRM strategy enhances one’s ability to connect with your audience, gather essential feedback, and ultimately drive customer satisfaction to new heights.

Experience the power of streamlined feedback management and leverage Salesforce’s extensive capabilities to optimize your business processes.


Feedback management is a strategic process that systematically collects and analyses customer input to find areas for product or service development. Determining the priorities for product development and moulding those decisions is crucial.

Why Does Feedback Management Matter?

Feedback management is not merely about data collection; it’s about fostering a culture of open communication and active listening. Here’s why it holds significant importance:

  • Empowerment and Validation:

When users believe that their opinions are genuinely heard and valued, they feel empowered and validated. This enhances their overall experience and satisfaction.

  • Enhanced Customer Satisfaction:

Listening to users and addressing their feedback directly translates into improved customer satisfaction. Satisfied customers are more likely to stay loyal and advocate for your brand.

  • Reduced Churn:

By addressing pain points and concerns promptly, feedback management helps reduce customer churn. Retaining existing customers is more cost-effective than acquiring new ones.

  • Revenue Growth:

Satisfied customers are not only more likely to stay, but they also tend to spend more. Effective feedback management can generate revenue by creating loyal, high-value customers.

Initiating the Feedback Loop

Initiating a dialogue with users through feedback management is the first step in building an effective customer feedback loop. This loop is crucial for product teams as it enables them to create products that truly matter to their target audience.

When and How Should You Gather Input?

User feedback can be a catalyst for product innovation. While some product ideas may originate from user feedback, others may be internally generated. Here are key considerations:

  • Early Integration:

As soon as a product team embarks on the development journey for a new product or feature, user input should be integrated into the process. This ensures that user needs and preferences are considered from the outset.

  • Diverse Channels:

Product teams can tap into various channels to engage with users and gather input. These channels include idea communities, focus groups, social media platforms, websites, and customer surveys. The channel choice depends on the target audience and the nature of the product.


Survey reporting is an indispensable aspect of extracting meaningful insights from the data gathered during surveys conducted through Salesforce.

It is vital for objectively conveying the survey findings, ensuring the information is accessible and actionable. In this overview, we delve into the critical components of a robust survey report.

Key Components of a Comprehensive Survey Report

  • Completion Rate:

The completion rate is a fundamental metric representing the ratio of questions answered to the total number of questions in the survey.

This metric is essential as it offers insights into participant engagement and survey usability. A high completion rate often indicates a well-structured survey with user-friendly questions.

  • Total Number of Responses:

To draw accurate conclusions from survey data, it is essential to know the total number of individuals who responded.

Notably, some survey platforms may count individual responses but not unique respondents. Salesforce ensures the ability to distinguish between the two, allowing for a more precise sample size evaluation.

  • Date of the Most Recent Response:

While the relevance of this data may vary depending on the survey’s duration and scope, it becomes crucial in long-term surveys or those conducted periodically. Tracking the date of the most recent response allows organizations to gauge the timeliness and applicability of survey data in an evolving context.

  • Survey Views:

Understanding the number of times a survey has been viewed is essential, but distinguishing between total and unique views is equally important.

Discrepancies between these figures may signal issues such as repetitive views by the same individuals or the survey’s visibility among a broader audience.

  • Breakdown of Survey Respondent Answers:

Analyzing individual responses to all questions is invaluable to understanding survey outcomes holistically.

This approach enables the identification of trends in respondents’ answers, helping organizations uncover nuanced insights. Additionally, identifying exceptionally insightful responses can provide further depth to the analysis.

  • Dissection of Closed-Ended Questions:

Visualizing survey data through graphs and pie charts is a hallmark of effective survey reporting. These visuals offer a concise and user-friendly way to digest extensive data, making it accessible to a broad audience.

Such graphical representations enhance the interpret-ability of the findings and require minimal effort or specialized knowledge to comprehend.

A well-structured survey report in Salesforce encompasses a range of critical elements that collectively facilitate data-driven decision-making.

From completion rates to graphical representations of closed-ended questions, each component uniquely elucidates survey insights.

Leveraging these insights enables organizations to enhance their products, services, and processes while fostering a deeper understanding of their audience’s preferences and needs.


No-code tools represent a revolutionary approach to software development, allowing individuals with minimal or no programming expertise to create applications swiftly.

This innovative paradigm empowers line of business (LOB) professionals who possess essential domain knowledge and a clear understanding of business requirements yet may need to gain proficiency in traditional programming languages.

With no-code platforms, these individuals can embark on tasks such as crafting forms and websites or augmenting functionalities within existing applications without delving into intricate coding languages.

No-code effectively separates the intricacies of programming languages and syntax from the logic of application development, favouring a visual and intuitive approach for rapid application creation. It’s worth noting that no-code shares similarities with low-code development, but there are distinct differences.

In contrast to low-code platforms, which may still involve some coding and typically cater to professional developers within an enterprise’s IT department, no-code solutions minimize the need for direct coding involvement.

Instead, they leverage data abstraction and encapsulation techniques to conceal the intricacies of the underlying code.

Users interact with these tools through user-friendly actions like drag-and-drop operations, making application development accessible to a broader audience.

How Does No-Code Work?

Integrated development environments (IDEs) facilitate the no-code development process, featuring a consolidated suite of essential software creation and testing tools.

Often, these platforms embrace a model-driven development approach, where a software model is first used to define the desired system’s functionality before actual coding commences.

Following the development phase, rigorous model-based testing (MBT) ensures the software’s reliability and performance, culminating in deployment.

While the term “no-code” might seem misleading, it accurately reflects the minimal coding involvement required from end-users.

No-code tools empower businesses to expedite their application development initiatives, fostering efficiency, innovation, and agility without necessitating extensive programming expertise.


Salesforce integration establishes seamless connections between the comprehensive data and functionalities available within the Salesforce Software as a Service (SaaS) Customer Relationship Management (CRM) platform and other CRM software, systems, or applications.

This integration creates a unified, centralized user experience by interlinking systems, features, and data within your Salesforce organization.

The Significance of Salesforce Integration:

Salesforce integration is of paramount importance in today’s business landscape for several compelling reasons:

1. Data Consistency:

By integrating Salesforce with other systems, organizations can ensure the consistency and accuracy of data across platforms. This helps in avoiding discrepancies and enables reliable decision-making based on up-to-date information.

2. Enhanced Productivity:

Studies conducted by Salesforce indicate a remarkable 37% increase in the productivity and efficiency of operations facilitated by integration. Streamlined processes and access to unified data contribute significantly to operational excellence.

3. Accelerated Information Flow:

Salesforce integration accelerates the flow of vital information by enabling real-time data sharing between systems. This speed in data transfer empowers organizations to respond promptly to customer inquiries and market changes.

4. Cost Reduction:

According to the same Salesforce study, integration can substantially reduce operational costs, with potential savings of up to 30%. Streamlining processes and minimizing manual data entry saves time and reduces human error, cutting operational expenses.

5. 360-Degree Customer View:

Integration enables organizations to obtain a comprehensive, 360-degree view of customer information. This holistic perspective empowers businesses to deliver personalized experiences, foster stronger customer relationships, and make informed decisions.


The synergy between Salesforce and no-code tools heralds a transformative era for business users, even those lacking SQL or coding expertise.

This collaborative integration not only grants accessibility but also facilitates autonomous data access and analysis, thus alleviating the burden on technical teams.

Many no-code and low-code Salesforce integrations are readily available, bridging the gap between Salesforce and diverse applications.

These integrations are typically deployed through APIs, web services, data connectors, and the Salesforce AppExchange, ensuring a versatile and user-friendly approach to data connectivity.

Without the requirement for coding expertise, no-code data integration platforms provide the capacity to create seamless connections and enable data transmission between various systems.

The benefits of using no-code platforms are numerous and include:

●      Increased Effectiveness

No-code platforms speed up the data integration process by 2.7 times more quickly than conventional coding techniques.

●      Cost Effective

Data integration is more affordable when expenditures are lowered, with huge amounts of savings realized by enterprises on average.

●      Flawless Collaboration

No-code platforms encourage stronger team cooperation, producing a more harmonious workplace.

●      Enhanced Accessibility

Greater accessibility provided by these platforms enables a wider range of people to participate in data integration activities.

●      Accelerated Innovation

No-code solutions provide quicker innovation cycles, allowing businesses to adjust to shifting market circumstances quickly.


Survey forms are invaluable conduits for gathering authentic feedback and opinions from individuals holding paramount significance for your organization. Salesforce, renowned for its versatility, offers multiple avenues for survey implementation.

Organizations can leverage Salesforce Surveys and Feedback Management by acquiring an add-on license, enabling them to harness the power of this dedicated survey solution.

Alternatively, they can integrate web forms with Salesforce, providing a flexible approach to survey deployment that aligns seamlessly with their specific requirements and objectives.

The advantages of storing feedback within your Customer Relationship Management (CRM) system and linking it to other contact information are apparent.

However, the integrated web form approach offers additional benefits that can significantly enhance customer insights.

Below are seven innovative ideas for integrating surveys with Salesforce, providing actionable strategies for organizations to implement immediately.

1. Account Health Status

  • Example: A snapshot of customer feedback within Salesforce.

Tip: Storing feedback data within a custom object allows for the dynamic presentation of this information on the Account page, offering real-time updates.

Combining this feature with custom images in Salesforce creates an instant, customizable dashboard accessible to all stakeholders. The choice of display timeframe, be it monthly, yearly, rolling 90 days, etc., is adaptable to organizational preferences.

  • Benefit:

This approach furnishes users, including executives, with tailored, real-time visibility into account health status.

2. Sending Survey Form Links Through Salesforce Email

  • Example: A Salesforce email featuring a prefill link to a survey.

The more integrated an organization’s systems are, the smoother its workflow becomes. One efficient way to streamline operations is by sending survey forms directly through Salesforce as a link embedded in a Salesforce email or email template.

Solutions like FormAssembly facilitate sending prefilled links to standalone forms or the initial form in a multi-step workflow.

  • Benefit:

By utilizing simple links, prefilled or otherwise, organizations can seamlessly administer surveys through Salesforce, enhancing the efficiency and expediency of survey processes.

3. File Uploads in Salesforce Survey Forms

  • Example: A file upload feature displayed within Salesforce.

In certain instances, surveys may benefit from a file upload field, allowing respondents to upload images to support their answers or provide visual explanations.

With a well-integrated Salesforce data collection and survey solution, these images can be seamlessly stored in Salesforce as Files or Attachments, associating them with the relevant account.

  • Benefit:

This approach enhances the depth of customer feedback by incorporating visual elements and provides greater visibility into customer issues. Additionally, it simplifies the process of storing supporting files directly within Salesforce.

  • Real-life application:

This functionality can be employed in satisfaction surveys on an e-commerce platform following a customer’s product purchase. Satisfied customers may be encouraged to upload images showcasing the product for potential marketing purposes.

Conversely, dissatisfied customers can use the file upload feature to submit images of damaged or incorrect products, facilitating more accurate problem resolution by customer service representatives. Centralizing these images within Salesforce consolidates survey-related information.

4. Sending Partial Survey Responses to Salesforce

It’s common for many respondents to initiate surveys but still need to complete them. Failing to optimize survey forms for this possibility can result in missed opportunities for valuable customer insights.

Some survey tools can send partial survey results to Salesforce, ensuring that even incomplete responses are recorded within the CRM.

  • Benefit:

This approach enables organizations to continue gathering insights, as partial survey responses contribute to accumulating valuable customer information, even when respondents still need to finish the entire survey.

5. Prefilling Survey Information Through a Link

  • Example: A prefill link containing a Salesforce merge field.

Surveys, regardless of their length, subject matter, or audience, can be demanding. Organizations can streamline the survey experience by prefilling form fields with existing customer data such as Name, Email, and Company using a Salesforce-integrated data collection platform.

  • Benefit:

Prefilling survey information that is already available minimizes the effort required from customers when completing surveys, resulting in a more user-friendly experience.

6. Centralized Customer CRM Review

  • Example: A custom object housing feedback results.

Centralize feedback results within a designated custom object linked to accounts, contacts, or other relevant objects configured in the Salesforce environment.

  • Benefit:

This approach grants access to customer interaction insights at various organizational touchpoints, transcending departmental boundaries.

It enables proactive measures to avoid potentially awkward or negative interactions. For instance, it prevents Customer Support Managers from inappropriately seeking renewals immediately after a negative support issue.

7. Automating the Feedback Closed-Loop Process

  • Example: A Salesforce task linked to a low customer survey score.

Implement a survey solution that permits the application of logic to mappings, thereby enabling the creation of tasks or updating Chatter posts based on survey results.

This practice ensures that survey feedback is translated into concrete actions rather than lingering indefinitely within Salesforce.

  • Benefit:

Recognizing that many companies struggle to act upon received feedback effectively, automating this process facilitates the integration of feedback into an organization’s strategy. It simplifies employee follow-up with appropriate responses.

  • Real Life Application:

Various applications can be derived from this tip, including the creation of tasks in Salesforce to address poor survey scores, updating Chatter posts with tailored messages based on survey results (both positive and negative), or identifying potential case studies for marketing by generating tasks or opportunities in response to perfect scores or glowing reviews.


Salesforce users have found the Surveys feature to be a valuable asset for gathering customer feedback through engaging survey creation.

This feature seamlessly integrates with Salesforce, automatically transmitting collected responses as survey takers submit them. These responses constitute a treasure trove of insights organizations can leverage to understand their customers or target audience better.

The Importance of Collecting Customer Data:

The pivotal role of customer data in shaping a successful business cannot be overstated. As businesses grow their customer base, sales naturally increase. With sound budgeting practices, companies can realize substantial profits and expand their operations accordingly.

Opting for Salesforce Surveys to amass data about customer needs is, without a doubt, a strategic choice. Surveys are a ubiquitous tool in market research, and Salesforce Surveys empower businesses to discern customer preferences, pinpoint pain points, and ascertain the requisites for their products and services.

By crafting engaging surveys that extract such valuable insights, managers gain a fresh perspective on product design and service enhancements tailored to customer preferences.

After implementing these improvements, Salesforce Surveys can once again be employed to assess the success of these initiatives and gauge customer satisfaction with the changes.

Moreover, optimizing certain services and product enhancements may unveil new areas warranting attention, prompting businesses to refine their operations continually.

This iterative process of survey creation and customer data analysis contributes to customer retention and cultivating loyal relationships.

The Significance of Loyal Customers:

Loyal customers are the heartbeat of any business. They consistently return for products and services, bolstering the brand’s longevity and ensuring sustained success in the market.

  • Empowering Diverse Industries with Salesforce Surveys

Leveraging Salesforce’s focused features streamlines workflow processes, allowing organizations to dedicate more time to innovative thinking and exploring new business opportunities.

Salesforce Surveys have proven their effectiveness across a broad spectrum of industries, serving as a valuable tool for organizations, enterprises, and institutions worldwide. Let’s take a closer look at how various sectors have embraced Salesforce Surveys.

  • Market Researchers Embrace Salesforce Surveys

Organizations equipped with dedicated marketing teams or departments have harnessed Salesforce Surveys to gather customer feedback, providing critical insights into customer preferences for products and services.

These surveys are pivotal in informing marketing and sales teams, enabling them to collect valuable customer information, monitor purchasing behaviour, analyze market trends, and formulate data-driven business strategies.

  • Versatile Surveys for Academic Researchers

Academic researchers spanning diverse fields such as psychology, sociology, economics, and beyond rely on Salesforce Surveys to collect vital information from their target audiences.

This data is indispensable for testing hypotheses, substantiating research articles, and completing comprehensive research studies. Salesforce Surveys offers a versatile platform that caters to the unique requirements of academic research.

  • Government Officials Harness Surveys for Policy Enhancement

Salesforce Surveys provide government officials a robust tool for informed decision-making and policy enhancement.

These surveys offer a means to gauge public sentiment, opinions, and attitudes within a community.

Government entities leverage this invaluable data to allocate resources efficiently and address community needs precisely, contributing to more effective governance.


Salesforce Surveys have demonstrated adaptability and utility across many sectors, contributing to enhanced decision-making, customer understanding, and research endeavors.

This versatile tool empowers organizations, researchers, and policymakers to make informed choices and drive positive outcomes within their respective domains.

Salesforce Surveys are a valuable and essential resource for businesses in various industries.

This article has outlined the several advantages and uses of Salesforce Surveys, illuminating how this potent tool may alter how firms operate and make defensible decisions.

Key Takeaways:

  • Streamlined Processes:

Salesforce Surveys simplify workflow procedures so companies can devote more time to creative thinking and long-term planning.

  • Various Adoption:

Market research, academia, and government are just a few industries where Salesforce Surveys have been successful, demonstrating their versatility and effectiveness.

  • Customer Perceptions:

To understand client preferences and behavior, market researchers use Salesforce Surveys to collect customer feedback. This understanding allows them to develop more successful marketing and sales strategies.

  • Academic Study:

Academic scholars use Salesforce Surveys’ versatility to gather vital information for testing ideas, bolstering research publications, and finishing extensive investigations.

  • Informed Governance:

Government authorities use Salesforce Surveys to gather crucial information about public attitudes and opinions, assisting in resource allocation and well-informed policymaking.

By now, readers should have a thorough idea of how Salesforce Surveys may completely transform their business.

Salesforce Surveys is a strong ally for businesses as they fight for success in a more cutthroat environment by giving them the resources they need to understand their customers better, improve their goods and services, and come to wise decisions that spur development and innovation.

Businesses that use this technology should anticipate more efficient operations, improved customer connections, and a data-driven strategy that propels them to long-term success in their particular industries.

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