How to Measure Customer Satisfaction (CSAT) with Salesforce

CSAT with Salesforce

Salesforce Service Cloud is one of the most popular case and customer support management solutions on the market today. Customer service teams can provide efficient, omnichannel customer service through Service Cloud and share customer data seamlessly with other Salesforce users.

However, Service Cloud is missing one key feature: the ability to measure customer satisfaction, or calculate a CSAT score.

In this post, we’ll cover the basics of measuring CSAT with Salesforce, from implementation to best practices. But first, let’s discuss why customer satisfaction data belongs in Salesforce in the first place.

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The Ultimate Question in Customer Service?

customer service metric

It’s a simple question that can tell you a lot about your customers and your business: How likely are you to recommend us to a friend or colleague?

This is the essence of the Net Promoter Score (NPS), a metric that charts customer loyalty and overall sentiment.

Pioneered by Fred Reichheld, author of The Ultimate Question, the NPS question is a powerful customer service metric that diverts from the typical customer satisfaction survey. Instead of measuring satisfaction with specific customer experiences, NPS focuses on overall health and loyalty.

And though it shouldn’t replace standard customer satisfaction measurement, NPS is a powerful growth indicator that every organization can learn from.
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Why Your Customer Feedback Needs to Live in Salesforce

customer feedback - feature

Customer feedback is extremely valuable to any organization, and customer surveys are the most effective way to get it. A well-designed survey gives customers a clear channel to communicate their wants, needs, and expectations.

But if you want to get the most out of that feedback, it needs to be highly accessible to the people impacting your customer experience every day: your team. Housing customer feedback in your Customer Relationship Management (CRM) tool is the easiest way to centralize and leverage survey data.

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