Monday, June 2, 2014

Tracking Customer Satisfaction

Tracking your customers and their satisfaction is important, especially if you want to upsell customers and retain them for years to come.  With SalesForce you have a tool to help you do this.  

SalesForce gives you a powerful system to manage survey responses and thus, customer satisfaction.  Since SalesForce is a database system fundamentally, you could make a custom object to track customer satisfaction questions.  These could be questions like:

  1. On a scale of 1 to 10 how satisfied are you with our services?
  2. Would you recommend us to a friend/co-worker?
From there, you would then have reporting tools (since SalesForce lets you report on custom objects) so all you need is a way to get the data into SalesForce.  This could be done any number of ways including:



  • Having your reps/customer success teams manually entering the data into SalesForce after a call, etc.
  • Having a tool, like Clicktools (www.clicktools.com) plugged into SalesForce so that you could email them a survey and have their responses go into SalesForce
  • Having a website where customers could give their feedback and have it imported
So there is no reason why you shouldn't be tracking your customers satisfaction scores so that you have a quantitative way of knowing what your customers are thinking. I can help you build any of these if you need!

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