Capture Net Promoter Score (NPS) in Salesforce

Interested in capturing your company’s Net Promoter Score through Salesforce?

Your company gets enormous value from capturing a 360-degree view of customers in Salesforce.  Why not capture your Net Promoter Score in Salesforce as well?

There are some great options for executing natively in Salesforce. The biggest driver in selecting your approach is whether you are primarily interested in capturing overall sentiment (aggregated data) or whether you also wish to capture individual responses (to reach out to detractor respondents).  Here are five great choices for capturing your Net Promoter Score directly in Salesforce:

1. Send the survey directly from a lead or contact record using Salesforce Surveys

• Pro’s
  • Efficient, effective for low volume applications
  • Minimal time to implementation
  • Response data is mapped back to the specific lead or contact record, providing ability to do outreach
• Con’s
  • Not practical when sending to large quantities of recipients; not easy to aggregate responses
• Required tools
  • Salesforce Surveys, Salesforce Customer Community Guest licenses, and Salesforce Community framework

2. Send the survey to a list of leads or contacts using Salesforce Surveys

• Pro’s
  • Easy to reference the list of recipients; easy to aggregate total responses
  • Detractor scores can easily be followed up on
• Con’s
  • Survey Invitations and Responses captured in related list makes it cumbersome to see a complete 360 view of customer interaction
• Required tools
  • Salesforce Surveys, Salesforce Customer Community Guest licenses, and Salesforce Community framework

3. Send or post a survey to capture sentiment using Salesforce Surveys

• Pro’s
  • Can easily be sent to a list of individuals
  • Can be sent via a marketing automation solution as part of a nurture Campaign or Journey
  • Can be posted at an event or on social channels using a QR code
• Con’s
  • No visibility to individuals or companies who rank as passive or detractor
• Required tools
  • Salesforce Surveys, Salesforce Customer Community Guest licenses, and Salesforce Community framework

4. Send surveys as one off or to lists of leads and contacts with Salesforce Marketing Cloud

• Pro’s
  • Using Email Templates and Landing Pages captures a great deal of interaction detail at lead and contact level
  • Can be combined with 1:1 touch points or nurture programs
  • Easily see a 360 view of all touch points and engagement in once place
• Required tools
  • Salesforce Marketing Cloud Personalization (Marketing Cloud) or Engagement (Pardot)

5. Salesforce Feedback Management System

• Pro’s
  • Most comprehensive feedback solution
  • Includes Tableau CRM for deep analytics of responses
• Con’s
  • May be a more robust/complex solution than your company needs
  • Does not connect to marketing automation
• Required tools
  • Salesforce Feedback Management SKU

In addition to these five main approaches, it’s possible to build a hybrid or standalone solution in Salesforce to capture Net Promoter Scores.

-Written by Carrie Anderson, Senior Consultant at Demand Chain

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