Freeing a voice-of-customer team from survey data management

A payments and tax refund company ran a custom-built survey solution that was not native to Salesforce.

Connecting any customer insight back to Salesforce required a manual upload. Several voice-of-customer analysts each spent about an hour a day matching country codes and checking names. Every change to a survey, however small, went into a backlogged development queue.

Simple Survey uses native reporting and supports translations, which matters when surveys go to customers in many countries.

Survey Builder lets managers create and edit surveys without developer involvement, and Hot Alerts email a manager whenever a score of 6 or below arrives. The team applies it across onboarding, the customer lifecycle, ad-hoc CSAT, quarterly NPS, and tax refund surveys.