Table of Contents
chapter 1

Introduction

Customer experience is the cornerstone of success and survival in the competitive industries we see today. While this has remained a fact for a long time, customers’ expectations and means of collecting feedback have changed dramatically. You can no longer just take feedback from customers who visit the store and expect to deliver memorable experiences.

There are now multiple channels that customers use to connect with businesses, including websites, social media, emails, etc. And one can only wonder how difficult it would be trying to perfect experiences at every touchpoint and highlighting every aspect that may be a blocker in your business’ growth. This is especially for businesses that may be struggling to manage customer feedback on different platforms.

Thankfully, feedback collection and management have been simplified; you can now store all your feedback centrally in your Salesforce account and turn it into actionable insights for CX managers and teams.

A simple and efficient survey tool like Zonka Feedback can help you trigger surveys directly from your Salesforce environment and manage customer data without the whole back and forth.

How do Salesforce surveys work? How can you benefit from Zonka Feedback and Salesforce integration? How can Salesforce surveys be used in different industries to optimize conversions and growth? We have answered all these questions and many more in this detailed guide.

Let’s get started.

chapter 2

What are Salesforce Surveys?

Salesforce customer surveys are a critical tool for Salesforce users to collect feedback from customers in order to understand their perception of your business, improve experiences, and build customer loyalty. With the help of reliable Salesforce survey tools, you can create intelligent forms that can be triggered at multiple touchpoints to collect feedback on different aspects of a business like the product, customer service, etc.

Understanding Zonka Feedback Salesforce Surveys

Zonka Feedback eliminates the time and effort that goes into collecting and managing feedback on different platforms, After a one-time survey setup, you can automate surveys. Moreover, you can view customer analytics, build reports, get a single view of the customer experience feedback, etc. without having to exit the Salesforce environment. 

Here are the key benefits that you can enjoy with the integration of Salesforce and Zonka Feedback:

1. Single View

Zonka Feedback allows businesses to have a single view of their entire customer base as well as leads on a single platform where different stakeholders can access data to improve customer experiences. Let’s understand this with an example.

In a healthcare organization, patients’ feedback can be segmented into many categories, as per the location of the facility, diagnosis, treatment availed, care quality, healthcare professionals and doctors’ knowledge and willingness to help, etc.

Not only can you collect feedback across multiple aspects of healthcare, you can store all the patient data in Salesforce with a single-view access.

For example, feedback collected at different locations or healthcare centers can be viewed on the same dashboard. This is because when the survey responses come in, they can be filtered out location wise through the geo-tagging feature of Zonka Feedback surveys.

Similarly, if you wish you to specifically view in-patient or outpatient feedback, you can use filters to pull the useful data out and get actionable insights. If you wish to see a detractor report to discover the root cause of poor retention, you can sort out the feedback with 'Detractors' as a filter in your NPS report. And all of this can be done on a single platform.

multi-location feedback in a single place with Salesforce surveys

2. Feedback at Multiple Touchpoints Across Lifecycles

Salesforce gives you a view of how customers move through different touchpoints in your business. Now, to understand how their experience at each touchpoint impacts their perception of your brand, you can use Zonka Feedback to send Salesforce surveys multiple times throughout the journey. Let’s continue with the example of a healthcare facility to understand this.

Patient experience begins from the moment they make a booking. So, in a healthcare facility, Salesforce surveys can be sent at multiple touchpoints.

  1. Consultation Booking Feedback on Website: Patients who book a consultation online can be asked to share their appointment-making experience on the website using website surveys
  2. Facility Feedback: When patients walk in for their consultations, they can be asked to share feedback on the facility’s cleanliness, hygiene standards, wait time, staff’s knowledge and assistance, etc. Standard facility feedback use cases include cafeteria feedback, washroom feedback, kiosk feedback in waiting rooms, etc.
  3. Out-Patient Feedback after Consultation: Outpatients can share feedback on the consulting specialist’s or doctor’s knowledge, communication, diagnosis, etc.
    In-Patient feedback: Patients can share feedback post discharge on aspects like doctors’ and staff’s communication with the patient, quality of rooms, treatment, food, cleanliness & hygiene, payment and insurance related assistance, etc.
  4. Doctor and Staff Feedback: Exact ratings of your facility’s healthcare professionals, specialists and other staff members can be collected using CES surveys to measure how well they did in terms of knowledge, communication, availability, willingness to help, etc.

The idea behind this is to capture feedback after all interactions that affect the brand's growth and customer retention.

3. Feedback Across Multiple Channels

With Zonka Feedback, you can leverage your single Salesforce database to survey your customers across different channels. Let’s understand this with the same example we used above.

In a healthcare facility, patients can be surveyed using SMS or email surveys as soon as they are done with their consultations. On the healthcare websites, feedback can be collected via website surveys. Similarly, patient feedback can be collected on premises as well at various touchpoints. For example, you can set up a tablet device in the washroom to collect washroom feedback. Washroom feedback surveys can be designed around aspects like reporting leaky faucets, availability of staff for cleaning, tissue paper availability, infrastructure issues, etc.

Similarly, cafeteria feedback can be collected around aspects like food quality, health and hygiene standards, seat availability, etc., through kiosk or mobile surveys. Moreover, you can also print feedback QR codes that patients can scan at different touchpoints in the facility so that patients can scan the code using their smartphones and share feedback right away.

4. Feedback Across Primary CX Metrics

Zonka Feedback integration eliminates any Salesforce surveys limitations. With a dedicated survey tool, you can measure feedback across all the key metrics, including the NPS, CSAT, and CES. We will again take the example of healthcare feedback to explain this.

CSAT: Patient satisfaction survey questions in a CSAT survey help measure significant patient experiences like a doctor's consultation, out-patient treatment completion, in-patient discharge, etc. 

Here’s a post-visit outpatient satisfaction survey template for example:

FREE TEMPLATES BY ZONKA FEEDBACK - NPS, CSAT, CES

If you wish to learn more about patient experience surveys, you can read our article: Patient Satisfaction Survey Examples

NPS: The Net Promoter Score is the measure of your customers’ likeliness of recommending your business to others. Therefore, an NPS survey should ideally be sent after the transaction is over or at fixed intervals in your brand’s relationship with the customer.

NPS is measured on a scale of 0-10. Here’s an NPS survey question for example:

Based on your overall experience with our healthcare facility, how likely are you to recommend us to our friends and colleagues?

CES:CES or the Customer Effort Score is the measure of effort customers had to make to do business with you. It helps gauge customer service standards and measure agent performance. In the case of healthcare feedback, as our previous example, the patient experience managers can send CES Salesforce surveys to patients who seek assistance or support. The feedback can be around anything like rescheduling consultation, expediting reports, assistance with medical insurance usage, etc.

Here’s a CES survey question:

Did our hospital staff and support team make it easy for you to seek effective treatment from us?

The feedback across all CX metrics can be mapped back to Salesforce where you can have a single view of all the survey answers from different customers.

chapter 3

Salesforce Survey and Feedback Management

Sending surveys at the right time isn’t just all you can do with Salesforce and Zonka Feedback integration; you can also optimally manage data to be able to make sense of all the feedback and use it for brand growth.

Here are some key things you can do to enhance feedback collection and management dramatically:

Automate Survey Distribution

In addition to sending Salesforce surveys manually – by embedding the survey link or survey question in the email, sharing survey links via SMS, and embedding surveys in chat – you can also automate surveys to optimize feedback collection while reducing manual effort. You can:

  • Automate surveys on actions like a new lead, recent transaction, service subscription, customer support interaction, ticket resolution, etc.
  • Deliver personalized feedback experiences by merging with the Salesforce database to automatically insert the customer’s name, service rep’s name, case number, etc. in the survey question
  • Create automated survey flows based on the survey response, for example, a follow-up survey to dig deeper into what went wrong in the case of a Detractor and a testimonial request survey in the case of a Promoter
  • Automate website popup surveys based on users’ actions on your website or mobile app

To understand this, we will continue with the hospitality example.

When a patient moves through different touchpoints in a hospital or healthcare facility, automatic Salesforce based on their interactions can be sent. How is this done?

Zonka Feedback reads the values of objects in the Salesforce database to see when the survey must be triggered. While you set up automation of surveys, you can link surveys to respective Salesforce objects to trigger surveys at the right time. Now let’s say a patient books a consultation. As soon as this record is reflected in the database, the survey tool would read the now object value and would trigger an email or SMS survey.

Similarly, a patient satisfaction survey can be triggered automatically after a treatment is marked over or a patient is discharged. You can also perfect the survey timings and capture more relevant feedback by adding conditions like ‘Send survey 2 days after the patient is discharged’.

Create Automatic Workflows

Zonka Feedback allows created response or action-based workflows so the feedback can be acted upon in time. This means that the feedback would be assigned to the relevant team or the right person.

For example,

If an in-patient gives a low satisfaction score because of the food quality at the cafeteria, the food department or the chef will be tagged to this response so they can take action on it. Similarly, if any other team is responsible for a low satisfaction score, the feedback would be forwarded to the concerned team.

Here's a graphic representation of how automated workflows in Salesforce work:

salesforce surveys automatic workflows

Automatically Sync Feedback Back to Salesforce

Even though you can design intelligent, attractive surveys in Zonka Feedback, you do not need to open the survey tool to view feedback. You can unify all the feedback in Salesforce itself by syncing it back either automatically or manually.

salesforce surveys feedback mapping

There are two ways you can map the feedback data back to Salesforce:

Custom Mapping: Manually map all the survey fields with the attributes of the Salesforce objects so that the survey response data is synced in real-time as soon as a response is received

Managed Mapping: Use an easy-to-install package to automatically sync survey data and response fields directly with the Salesforce contacts

This would allow you to have a centralized view of the data in Salesforce itself. You can control access, create multiple views, and download data.

Close the Feedback Loop

Surveying customers at all touchpoints and collecting tons of feedback can mean nothing if you leave your customers hanging. Therefore, Zonka Feedback makes it easy to close the feedback loop with all your survey participants using these features:

  • Configuration of alerts and notifications based on responses
  • Real-time notifications
  • Categorization of feedback
  • Automatic and manual follow-ups

In addition to getting alerted about feedback and responses, you can automate follow-ups with the appropriate person or team on your end. Let’s understand this with an example.

A relative of an in-patient, during the patient’s stay, takes an on-site survey and rates hygiene at a low score. So, the experience manager can view the feedback in real-time, get the issue resolved, and mark the ticket closed.

In the case of email surveys, pre-written email responses can be sent automatically to patients when the issues reported by them are resolved.

Similarly, when a patient gives a high satisfaction score after their discharge from the facility or after the successful completion of their treatment, an automatic email can be sent asking them to share a review or testimonial.

chapter 4

Types of Feedback Using Salesforce Surveys

Zonka Feedback and Salesforce integration allows you to create omnichannel feedback strategies where you can collect feedback on every platform that the customers or audiences engage with your business. This means that you can survey people in different ways based on their customer lifecycle or journey with the brand. For example, if a customer usually sends emails to get in touch with you, you can send email surveys after a service interaction. Similarly, if you are an eCommerce brand or have a website, you can collect real-time feedback right on the website. The options are limitless! 

Based on your audiences’ preferred mode of engagement, you can select from these Salesforce feedback types:

Email Survey Feedback

Email surveys can be sent in different ways: you can insert a survey link in your email, use an embedded email survey in the email body, or use an in-signature survey to send the survey question as a part of the email signature. Read our detailed article to learn more about in-signature surveys vs. email-embedded surveys

in-email salesforce surveys

Moreover, surveys can be sent at various instances or touchpoints in the customer journey, for example, to capture detailed lead information, to collect feedback after a visit, to collect post-transaction or post-event feedback, etc.

What’s interesting is that you can automate Salesforce surveys so that they are sent to all the right people at just the right time without any manual intervention required. All you need to do is set survey triggers after you’re done designing event-specific surveys.

Continuing with the example of healthcare feedback, let’s understand email survey automation in Salesforce:

Salesforce surveys can be triggered when pre-specified healthcare events happen, for example, after completion of a treatment course, after consultation, facility visit, etc.

Let’s say you wish to collect patients’ feedback on the diagnosis and examination lab services, you can set email surveys to be triggered automatically once the patient’s information is recorded in the Salesforce database. Similarly, healthcare surveys can be triggered on other events like patient discharge, out-patient consultation, etc.

This reduces the manual effort and makes collecting feedback from every patient possible.

SMS Survey Feedback

Just like email surveys, SMS surveys can be personalized and triggered automatically. To send Salesforce surveys email automatically, you can set survey triggers and add the respective survey link to the SMSs to be sent out. For example, if you want to trigger a survey after a customer talks to a customer service representative at your company, you can set the SMS feedback survey to be triggered right after the service rep offers a resolution and hangs up the call. In this case, the email would consist of a CES survey to let customers rate agent performance.

On-site Customer Feedback

You can use mobile, email, or kiosk surveys to collect customer feedback on physical locations such as retail stores, hotels, hospitals, education centers, etc. where customers interact directly with your staff and do business. This enables you to survey customers while they are on your premises, which can positively impact the response rate and feedback quality.

salesforce surveys on a kioskAll you have to do is download the Zonka Feedback app on your mobile survey device and start collecting feedback on sites. A one-time integration, survey, and automation set-up are required after which you can survey customers and sync scores and responses back to Salesforce object fields or contacts. You can always go back and change your survey and feedback settings.

Website Feedback

There are approximately 2 billion digital buyers. And for most of your customers, your website may be the first and most important point of contact and business. So, to strengthen your Salesforce database, you can also sync back to Salesforce your customers’ feedback on website.

Here are the types of website surveys that you can use:

  • Feedback Button: A static or dynamic button that opens up a survey inside a pop-up when clicked
  • Slide-Out Survey: A side tab survey that slides out from the side tab without taking up the entire screen
  • Popup Survey: Automatic popup surveys that trigger on pre-specified events, for example, purchase, sign-up, subscription, etc.
  • Embedded Survey: Survey embedded directly into the website to collect page-specific feedback, for example, feedback on blog posts, the order confirmation page, etc.
  • Chatbot and Live Chat Survey – Sales surveys can be pinned to chatbots or sent manually in the live chat for measuring CES in intercom or other communication tools integrated with your website

salesforce surveys inside websiteIn-App Feedback

Zonka Feedback is one of the most reliable in-product or in-app feedback tools that allow adding surveys to your mobile app at various touchpoints. The types of in-app surveys are the same as website survey types, and you can embed them into various pages or use the feedback widget.

For example, in a food delivery app, feedback can be collected post food delivery in terms of the quality, the quantity of food, restaurant rating, delivery partner’s rating, agent rating in case of support required, and resolution feedback in self-service chatbots.

Similarly, in a healthcare mobile app that may allow booking consultations, viewing medical records, following up with a healthcare expert, etc., patients can share feedback on each feature as they use the mobile app. Let’s say a customer books a consultation; on the confirmation page, patients can simply rate their experience of booking consultations via the mobile app.

Similarly, they can access diet charts or medical records on the app and share with a thumbs-up thumbs-down survey if the information was helpful.

Software and SaaS Product Feedback

Salesforce surveys can be used to collect SaaS product feedback using product surveys. You can place your surveys alongside features that you wish to collect feedback on. For example, in Zonka Feedback, users can share feedback right on the page they are through a side tab survey or embedded survey.

Feature-specific surveys are placed on particular pages like the survey automation page where users can report errors. Similarly, surveys can be sent via chatbot or live chat feature in your SaaS product.

Offline Feedback

Offline surveys are used to collect feedback in remote locations or locations where the internet is not available or the connectivity is poor. What this does is collect the feedback, store the survey responses in the survey device itself, and sync the feedback to your Salesforce database as soon as it is connected to the internet.

The benefit of this is that you can use Salesforce surveys even in remote locations like rural hospitals, schools, NGOs, etc. The survey form is automatically located for each participant to answer without the need for the internet.

Offline salesforce Surveys on Android Survey App

chapter 5

Top Actionable Salesforce Survey Reports

Intelligent reporting and analytics are two of the most important features that set Zonka Feedback apart. It doesn’t only make collecting multi-channel feedback easier, it also allows managing feedback data most efficiently to use in decision-making.

With just a few clicks, you can:

  • Create new reports specific to your business needs
  • Sync data back to your Salesforce dashboard where you can view them separately and together

For example, as a business manager, you can view different reports like overall customer satisfaction, net promoter score report, location-specific customer satisfaction reports, etc.

detailed reports of salesforce surveysHere are the most critical reports to analyze your Salesforce survey data:

Overall CSAT

Overall CSAT or customer satisfaction represents the overall CSAT score that your customers give to your business. The CSAT score can be measured on a 5-star or 10-point scale. The average of all the CSAT scores over a particular period is the overall CSAT score of your business.

Taking the example of a healthcare facility, patients can give CSAT ratings across aspects like the overall treatment, doctor rating, in-patient satisfaction rating, etc. In addition to letting patients rate their satisfaction levels after events like consultations or treatment completion, it can also be understood using use multiple-choice survey questions what they liked or disliked the most. 

So, when you view the detailed report, you can see factors affecting your overall CSAT and work on fixing the right issues.

Overall NPS

The NPS or Net Promoter Score indicates your customers’ loyalty, i.e., willingness to recommend your brand to others. Based on their scores on a scale of 0 to 10, your customers can be segmented into – Promoters, Passives, and Detractors.

The overall NPS report would show how many promoters, passives, and detractors are there. You can also view the most important trends that affect your NPS, for example, poor website, difficulty in accessing customer support, etc. The intelligent survey software uses AI to analyze feedback responses and tag them with keywords to help brands better understand customer sentiment and learn what can improve the NPS.

Continuing with the same example of medical facility feedback, if most of the detractors select cleanliness as the reason for their low NPS score, the brand can work on improving its cleanliness and hygiene standards to retain patients and attract new ones.

Overall CES

The CES or Customer Effort Score represents the ease of your customers in doing business with you. Therefore, an overall CES report will give you insights into customer service satisfaction and agent performance.

You can view the overall score and also view a breakdown of agent performance and key customer service elements impacting the CES. Moreover, trend tracking helps identify the issues that should be prioritized.

salesforce surveys CSAT, CES, and NPS reports on dashboard

Other Salesforce Reporting Features with Zonka Feedback

In addition to creating the CSAT, NPS, and CES reports and viewing them on your Salesforce dashboard, you can leverage other reporting and analytics features by Zonka Feedback, such as:

  • Snapshot reports to view a summary and analysis of responses, response time, feedback channel, location-specific score, completion rate, etc.
  • Analysis of each survey question based on different responses
  • Team performance reports including heatmaps and leaderboards for your agents
    Trend tracking to analyze improvement in scores
  • Word Cloud and Word Cloud Table to analyze which words your customers have used in the open-ended questions and comment boxes
chapter 6

Industry-Specific Use Cases of Salesforce Surveys

In this guide, we took an example of healthcare feedback to help you understand how you can make the most of Salesforce surveys at different touchpoints. Let’s understand how other industries can leverage Salesforce feedback forms.

Let’s read a little about the use of Salesforce surveys in industries that are avid Salesforce users.

Software and SaaS

Most Software and SaaS companies use Salesforce to store data. And Salesforce surveys using Zonka Feedback are just the perfect addition since the surveys can be added directly to the product.

For example, if you want feedback on a new feature, you can set a popup survey to be triggered every time the specified feature is used in a session by your users.

You can also get generic feedback on what your users would like to improve and even get suggestions to enhance your app, both in terms of design and functionality. Similarly, agent feedback can also be captured right within the product using live chat Salesforce surveys.

Websites and eCommerce

eCommerce brands or brands offering services via their website usually prefer Salesforce because of the easy and efficient storage and access of data. With Salesforce surveys on the website, capturing feedback on every aspect of the website is super easy and gives brands huge amounts of insightful data that they may not get simply by using Google analytics.

For example, if a certain page on your website has a high bounce rate, you can use Salesforce surveys to directly ask your visitors the reason for the same. This is done through an exit intent survey that pops up when the visitor is about to exit the website and prompts them to share why they chose to exit the page without making a transaction.

Salesforce surveys can contribute dramatically to your eCommerce brand or website success with other similar surveys like a cart abandonment survey, post-transaction survey, product page survey, etc.

Hospitality and Tourism

Hotels, restaurants, hostels, BnBs, etc. usually use Salesforce because of the high volumes of data that they store and access. Salesforce surveys using Zonka Feedback make complete sense when it comes to feedback collection since the feedback can be collected both online and offline. This means that feedback can be collected from guests on the property through mobile, tablet, and kiosk surveys. Similarly, guest feedback can also be collected on the website, via email or SMS, on your app, and on the guest portal,.

For example, in a restaurant, a QR code consisting of a survey link can be printed on menus, tent cards, bills, etc., so that guests can scan the code and instantly share feedback. Similarly, in the case of a hotel stay, Salesforce surveys can be triggered automatically via mobile or SMS as soon as a pre-specified event, like booking, check-in, restaurant dine-in, etc. takes place. And the feedback data from all different channels syncs seamlessly with the Salesforce database.

Talking about tourism, guest feedback can be collected on tourism websites or mobile apps. For example, if a traveler books flight tickets through a third-party booking app, they can share their feedback on the booking experience right within the mobile app. Similarly, an email or SMS survey can also be set to be triggered automatically as soon as a booking or specified action is performed on the app or portal.

Healthcare

You can use email, SMS, mobile, kiosk, website, and QR code surveys to capture healthcare feedback at different touchpoints. For example, you can send email surveys to capture post-consultation feedback or use on-site surveys to capture facility feedback like washroom feedback or cafeteria feedback.

Similarly, you can capture specific feedback like nurse rating, doctor rating, insurance support feedback, etc. through your patients’ preferred communication mode. Most importantly, you can automate surveys to be triggered based on where patients are in the customer journey and then sync feedback automatically back to Salesforce.

Education

In schools, colleges, universities, and other education centers, Salesforce surveys can be used for both on-site as well as email, SMS, and website feedback. Depending on the touchpoints you capture feedback at, you can get all-around feedback in terms of curriculum, course material, faculty performance, facility, etc.

For example, you can print a QR code with a survey link at various places across the campus. Students can scan the QR code and share feedback instantly anytime they experience something negative. You can read our detailed guide to QR code feedback to learn more about this survey method.

Similarly, particular feedback can be collected through automated email and SMS surveys on events like when a new curriculum roll-out, when a new faculty member is appointed, when the stud material is distributed, etc.

Airline or Airport Feedback

Airports and airlines can collect feedback using Salesforce surveys on different aspects, such as boarding, staff behavior, food quality, internet availability, etc. Feedback on all these aspects can be collected on the airport via stationary kiosk devices, mobiles or tablets. This helps capture insightful data from fresh experiences while the passengers are still on the premises.

You can also send passengers an email or SMS survey a couple of hours after the flight lands. In-flight feedback can be captured using offline surveys as well. And then, all the online and offline data can be mapped to Salesforce objects when the survey device connects back to the internet. 

Retail

In retail, feedback can be collected using Salesforce surveys to capture transaction-specific feedback as well as to conduct market research. For example, all the customers visiting a retail store can share feedback across parameters like staff’s helpfulness, availability of products, waiting time, etc. through QR codes at various touchpoints like the billing counter, exit gate, etc. After the transaction or purchase, they can share feedback on their purchase experience via an automated post-purchase email survey.

Similarly, Salesforce surveys in retail stores are super reliable for market research as well. Whether you wish to collect feedback on a mobile app, a website, or on the physical site of the business, you can survey your audiences or customers to learn their preferences and to understand whether a new feature or product would be a good market fit.

The intelligent reports with features like trend tracking, geo-location tagging, etc. enable you to make the right decision. For example, an apparel brand looking to add a children’s clothing line to its retail store may make a discovery that it is in demand in a store at a certain location but not at other locations. This can save the brand a significant amount of time, effort, and cost.

Facility Management

Various facilities like public locations, historical monuments, public washrooms, entertainment facilities, etc. require feedback from visitors in order to create structure and functionalities in the most efficient way. With Salesforce surveys, facility feedback can help improve visitor management, infrastructure, facility features, etc.

Offline surveys are very popular in this industry since several public facilities or private facilities (because of remote location) may not have access to the internet. Offline survey devices can temporarily store the feedback data on site and then allow syncing it back to Salesforce when the connectivity is back.

Another important thing to mention is the use of anonymous Salesforce surveys at the site since visitors usually do not prefer sharing their contact details. You can configure anonymous surveys on the preferred device for on-site feedback like a mobile, tablet, or kiosk device. Surveys would be completed on the site without the participants needing to share their phone numbers or email addresses, hence increasing the participation rate.

B2B

Most business-to-business product or service brands use Salesforce for data management and integrate survey tools with Salesforce for feedback collection and management. Let’s take the example of a car parts manufacturing brand. The parts manufacturer can collect feedback through automated email surveys configured to be triggered on events like shipment delivery, payment completion, sample usage, etc. Similarly, customer service and agent performance feedback can also be collected using Salesforce surveys.

Salesforce integration with Zonka Feedback takes feedback management notches higher since you can create custom reports to understand complaint trends, branch performance, the customer effort score, and much more.

Financial Services

Businesses offering financial services like accounting, audits, etc., or financial government bodies can use Salesforce surveys to collect feedback to improve facilities as well as operations. For example, on-site feedback in a bank can be collected using a mobile, tablet, kiosk device, or QR code. Inside net-banking apps or other financial service apps, users can share feedback on the app usage, design, functionality, as well as overall satisfaction with the financial service brand.

chapter 7

Why Choose Zonka Feedback?

Zonka Feedback is an intuitive survey tool that consists of an easy-to-use survey builder, intelligent reports, and integration capabilities. It allows you to create dynamic surveys across all critical customer engagement channels and manage your data on a single platform. Here are some top features that make Zonka Feedback a credible choice:

  • Code-free survey builder
  • 25+ question types, including MCQs, rating scales, emoji scales, Likert scale, open-ended questions, etc.
  • 500+ survey templates
  • Customizable surveys with survey branding to add a background, images, videos, GIFs, etc.
  • Multilingual surveys with over 30 languages
  • Multichannel surveys including website, email, SMS, in-app, QR code, kiosk, mobile, and tablet surveys
  • Survey logic like skip and hide logic to create customer-specific surveys
  • Personalized surveys with data passing
  • Real-time notifications

Deep integrations with business tools like Salesforce, Zendesk, Zapier, Hubspot, Slack, Intercom, Google Sheets, etc.

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