Tech Talk

Introduction

Salesforce Survey is a tool that allows businesses to create and distribute surveys to gather feedback and insights from their customers. It is an integrated part of the Salesforce platform, which makes it easy to collect and analyze customer feedback in real-time. Salesforce Survey offers a variety of question types, including multiple-choice, rating, open-ended, and ranking questions, to help businesses gather meaningful insights and most importantly it’s free.

Benefit of the Salesforce Survey

Using Salesforce Survey has several benefits, including:

1. Improved Customer Satisfaction: By gathering feedback from customers, businesses can identify areas for improvement and make changes to improve the customer experience.
2. Data-Driven Decision Making: Salesforce Survey provides businesses with real-time feedback that can inform decision-making, product development, and marketing strategies.
3. Increased Customer Engagement: By soliciting feedback from customers, businesses can demonstrate that they care about their opinions, which can increase customer engagement and loyalty.
4. Streamlined Feedback Collection: Salesforce Survey automates the feedback collection process, making it easy for businesses to gather and analyze customer feedback.

Let’s jump into the configuration.

Configuration

Step 1

Go to the App Launcher and search for “Survey”. If you can not find the survey, then you may need to enable the Survey. To enable the survey, follow this link. Click on the “New” button to start a survey. After that provide the name of the survey.

Step 2 – Salesforce survey – Branding configuration

In the survey palate, click on the Branding button and it will take you to the branding configuration section where you can mainly change the following aspects

• Survey Background color
• Survey Background Image
• Survey Logo
• Survey Logo Alignment

Step 3 – Salesforce survey – Welcome Page configuration

After completing branding, then come back to the main palate by clicking on the Page button and start configuring your welcome page with a Welcome message “. Moreover, you also can add the image to that Welcome page.

Step 4 – Salesforce survey – Other page Configuration

Click on the Add Page and pick the right type of questions you want to ask. Here are a couple of question types which you can use as a reference.

1. Multiple-choice questions: These questions provide a list of options for respondents to choose from, such as “Which of the following products have you purchased?” Multiple-choice questions are useful for gathering quantitative data and can help you understand which products or services are most popular among your customers.
2. Rating questions: These questions ask respondents to rate a product, service, or experience on a scale, such as 1-5 or 1-10. Rating questions are useful for gathering quantitative data and can help you understand how satisfied your customers are with your offerings.
3. Open-ended questions: These questions allow respondents to provide free-form text responses. Open-ended questions are useful for gathering qualitative data and can help you understand customers’ opinions, thoughts, and feelings in their own words.
4. Likert scale questions: These questions ask respondents to rate their level of agreement or disagreement with a statement, using a scale such as “strongly agree,” “agree,” “disagree,” or “strongly disagree.” Likert scale questions are useful for gathering quantitative data and can help you understand customers’ attitudes and opinions.
5. Net Promoter Score (NPS) questions: These questions ask respondents to rate the likelihood that they would recommend your product or service to a friend or colleague, using a scale of 0-10. NPS questions are useful for measuring customer loyalty and can help you identify promoters (customers who are likely to recommend your product or service) and detractors (customers who are unlikely to recommend your product or service).
6. Ranking questions: Ranking questions in Salesforce surveys are used to understand customer preferences by asking them to rank a set of items in order of preference or importance. The ranking question type allows customers to drag and drop items into the order they prefer, which provides more granular data than a traditional multiple-choice question.
7. Score type questions: Score type questions in Salesforce surveys are used to measure customer satisfaction or sentiment on a numeric scale. This question type allows businesses to quantify feedback and identify areas for improvement. The scores can be used to calculate a Net Promoter Score (NPS) or Customer Satisfaction (CSAT) score to measure customer loyalty and satisfaction.
8. Single selection type questions: These types of questions in Salesforce surveys are used to ask customers to select one answer from a predefined set of options. This question type is useful for gathering demographic information, feedback on products and services, and customer preferences. It can provide quick and easy-to-analyze data that can help businesses understand customer preferences and make informed decisions.

Step 5 – Survey – Thank You Page Configuration

When you have completed your pages of questions, then the last page you need to configure is “Thank you Page” with a nice message. This is the last step and you have done with your survey. Now you can activate the survey using Activate button which is ready to be distributed.

Disclaimer : This article is not endorsed by Salesforce or any other company in any way. This is my view and knowledge on the topic which I wrote. Please always refer to Official Documentation for the latest information.