Improve the customer experience by taking immediate action on time-sensitive feedback.

1. Take action on customer
feedback with surveys and
Salesforce

2. of customers will stop
doing business with a
brand after one bad
experience.
32%
Customer experience (CX)
is more important than ever
Focusing on the customer experience may
be the single most important investment a
company can make.
Source: Future of CX Report, PWC

3. $136.8 billion
the amount of money companies lose per
year because of poor CX

4. What if you knew the moment
your customer had a poor
experience?

5. What if you could immediately
intervene and make things
right?

6. Integrated survey programs are the best way to tap into
the voice of your customer and taking immediate action

7. Traditional survey tools don’t work
Surveys offer an outdated user experience and are delivered on the wrong channel and out
of context. Plus data is siloed from your CRM, making it impossible to take action.

8. Introducing GetFeedback for Salesforce
Capture the voice of the customer with sleek, omnichannel surveys.
Put real-time CX data in Salesforce. Take immediate action on feedback.

9. Four steps to building an effective feedback program
DESIGN DISTRIBUTE INTEGRATE ACT
Craft sleek, personalized
surveys that asks the right
questions
Automate distribution and
choose channels that
work for your customers
Bring your feedback data
and customer data
together in Salesforce
Get insights to take
immediate 1:1 action and
organizational change.
Title Account Name
CSAT Score
Manager Apex Inc.
2
Account Owner Account Rollup CSAT Score
Dan Harrison 4.3
Priority Case Number
CSAT Score
Medium 00001123
2
Name Related To
Lauren Mitters 00489124
Thanks for contacting
the Sun Basket support
team! How was your
experience?
gfbk.co/fe3akb

10. DESIGN
Easily design branded, mobile-ready surveys and pull in customer
data from Salesforce to provide a personalized experience.

11. DISTRIBUTE
Distribute surveys on the
channels your customers
want to engage with you.

12. INTEGRATE
Map real-time feedback into Salesforce
Put feedback data where you need it in Salesforce and have a truly 360-degree view of the customer.
Integrate

13. ACTION
Act intelligently on
critical feedback
Our bi-directional integration with Salesforce
houses your customer data and feedback data all
in one place so you can take intelligent action and
run a more efficient program.
43%
customers don’t
leave feedback
because they don’t
think the business
cares.
Source: Hubspot, Customer Feedback Strategy

14. Create custom Email Alerts and assign Salesforce
Tasks with specified due dates to easily surface
time-sensitive feedback and prompt internal
teams to immediately take action.
Pull in customer data, like region or account
spend, to identify high-value customers and
assign actions accordingly.
ACTION
GetFeedback Actions

15. 1:MANY ACTION
Develop programs to
influence organizational
change
Scale your action plan by communicating
feedback throughout your organization and
building programs to convert detractors and
nurture promoters.
INTERNAL VOICE OF THE CUSTOMER PROGRAM:
Communicate findings within company and adjust:
● Product roadmap
● Support channels
● Pricing
DETRACTOR PLAN:
Develop programs that will convert detractors:
● Quarterly business reviews
● White-glove customer support
● Discounting and promotions
PROMOTER PLAN:
Shine a spotlight on champions:
● 5-star reviews
● Customer stories
● Advisory council

16. 25% higher revenue
Real-time CX data in Salesforce and a
strong action plan directly impact CSAT.
A modest improvement in CSAT can yield
Source: The Temkin Group

17. SALES
Give your sales team the power to close
more deals with closed-lost insights.
Use GetFeedback alongside any Salesforce product
SERVICE
Enhance your customer service and field
service lightning platforms with real-time
feedback.
MARKETING
Understand the customer journey and deliver
more personalized experiences.
PARDOT
Bring the voice of the customer into Pardot
and drive smarter marketing automation.
COMMUNITIES
Create an ongoing dialogue within your
forums, portals, and knowledge articles.
ANALYTICS
Fuel your Einstein predictive engine with the
most critical dataset: customer feedback.

18. Prospect
visits website
Customer makes
a purchase
Customer is
onboarded
Customer chats
with support
Customer
renews product
Measure the Voice of the Customer at key
touchpoints in the customer journey

19. The California Department of Social Services uses
GetFeedback to measure foster care programs and
engage with teenagers in need of help.
★ Surveys designed to measure the health of the home
environment identify problem areas.
★ Teens in foster care can access surveys directly on
the website for easy access.
★ Survey logic drives teens down different paths of
questioning based on their responses to get to the
heart of their feedback.
★ All feedback goes directly into Salesforce so when
certain responses are flagged, CDSS can take
immediate action and alert authorities to investigate.

20. South Dublin County Volunteer Centre, a non-profit
organization, used volunteer feedback to drive
additional grants.
★ Branded surveys built to measure satisfaction from
volunteers and organization partners.
★ Surveys sent through one-touch emails with
embedded questions to optimize for response rates.
★ Shareable dashboards to socialize feedback with
local government stakeholders and prove the
success of volunteer programs.
★ Resulted in securing increased government funding
to fuel additional growth.

21. Thank You!