topic Re: Capturing NPS Survey Scores in Salesforce in Customer Feedback Tool

Capturing NPS Survey Scores in Salesforce

stukatz02 — Thu, 03 Jun 2021 13:30:17 GMT

Hi All,

I am working with our marketing team to setup our first NPS survey. We plan to have the results captured in Salesforce.com so that we can track health of our clients there. While this is our first one, we plan to make this a regular thing and want to see if anyone can share best practices on how to capture in SFDC so that it doesn't override the previous survey results whenever we get a new response.

Thanks in advance for any guidance.

Re: Capturing NPS Survey Scores in Salesforce

natsumimori — Fri, 04 Jun 2021 06:14:15 GMT

Hi @stukatz02 , thank you for your post!

@trevordjones would you mind sharing your advice for @stukatz02 ?

Re: Capturing NPS Survey Scores in Salesforce

EEls — Fri, 17 Sep 2021 06:46:02 GMT

I am facing some issue in making a NPS survay as you can see here this guy on somepoints mentioned the same thing please help us o solve this issue I tried this guide but its not looking suitable for it.

Re: Capturing NPS Survey Scores in Salesforce

natsumimori — Mon, 13 Sep 2021 03:20:43 GMT

Let's see if other Community contributors have some ideas for this- @Aakar and @LaurenRyan , is there any tips you can share here?

Re: Capturing NPS Survey Scores in Salesforce

LaurenRyan — Mon, 13 Sep 2021 14:55:53 GMT

Thanks for reaching out! One 'hack' to this is to create a custom object. This approach applies to several types of activities you may want to capture several of. For example, if you'd like to include form submissions more explicitly in Salesforce or HubSpot, you can create a custom object for form submissions and create a new one each time a form is submitted.

For this, you could create a "NPS" custom object and a workflow that creates a "NPS" object each time a new NPS score is added to HubSpot. Then, you add that custom object in Salesforce and sync it with HubSpot.

*Disclaimer - that solution would be possible if you have HubSpot Enterprise and have a custom object available within the 10 allotted.

Alternatively, you can turn on field history tracking in Salesforce for the NPS field in order to see all of the NPS scores previously overtime.

Re: Capturing NPS Survey Scores in Salesforce

natsumimori — Tue, 14 Sep 2021 02:03:03 GMT

Thank you Lauren for your insight!