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:
- On a scale of 1 to 10 how satisfied are you with our services?
- 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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