The landscape of data collection, spanning customer feedback management, employee feedback management, application forms, event registrations, and donor forms, has seen significant transformation within the Salesforce ecosystem in recent years. Today, businesses are presented with a multitude of choices when selecting a survey and form platform that seamlessly integrates with Salesforce.
Understanding the critical criteria for selecting the right Salesforce survey platform is crucial for businesses aiming to enhance their customer experience. In this SalesforceBen article, 4 Key Criteria for Selecting a Salesforce Survey Platform, our founder Rajesh Unadkat, spells out what really matters:
Salesforce Native Is a Must
One of the primary considerations when choosing a survey platform is its ability to seamlessly and effortlessly sync survey data with your CRM system, enabling you to collect, manage, and analyze customer feedback without any manual data entry.
In the early Salesforce AppExchange days, some solutions were “integrated” with the Salesforce CRM, but the integration was often buggy, which resulted in delays to data sync.
Now, with new survey platforms built on Salesforce Lightning, it’s a different story. These native solutions remove integration complexities and transform the way you can collect and act upon customer insights.
There are substantial benefits to choosing a survey platform built natively: Seamless Data Management, Real-time Insights, Data Security and Compliance, Efficiency, Personalization, 360-Degree View, and Actionable Insights.
User-Friendly Interface and Accessibility
A user-friendly interface is essential for both survey administrators and respondents. Select a survey platform that offers an intuitive and easy-to-navigate interface, simplifying the survey creation and distribution process. Additionally, consider the accessibility of the platform across different devices to ensure a seamless survey experience for respondents, regardless of their preferred device or operating system. A user-friendly interface enhances engagement and encourages higher survey participation rates.
- Painless Data Management
Painless data management in selecting a Salesforce survey platform entails streamlined processes for efficient customer data handling. This involves automated data mapping that integrates survey responses with existing CRM data, ensuring accuracy and productivity. The ability to segment audiences based on diverse criteria aids in delivering tailored surveys, thereby enhancing response rates. The inclusion of multi-channel distribution options enables effective outreach through various platforms. Robust response management features facilitate the categorization and tracking of feedback for improved analysis. Furthermore, customizable scoring rules enable the automatic calculation of scores based on survey responses, providing a comprehensive understanding of customer insights.
- Advanced Reporting and Analytics Capabilities
Evaluate the reporting and analytics features of a survey platform to ensure it provides in-depth insights into customer responses. Look for tools that offer comprehensive analytics, real-time data visualization, and customizable reporting functionalities. Robust reporting capabilities enable you to identify trends, track customer satisfaction, and derive actionable insights that can drive informed business decisions and improve overall customer engagement strategies.
In Conclusion Choosing the right Salesforce survey platform can significantly enhance your customer engagement efforts and contribute to the overall success of your business. By prioritizing Salesforce native, user-friendly accessibility, painless data management, and advanced reporting capabilities, you can leverage the power of surveys to gather valuable customer insights and drive meaningful interactions within your Salesforce ecosystem. Make an informed decision by considering these key criteria and unlock the full potential of your Salesforce survey platform for improved customer satisfaction and business growth.