How do others use Salesforce to incorporate/track Customer Satisfaction?

[CDanielson]

We are in the process of formalizing and implementing a customer satisfaction process with our clients. I intend to create a custom object to track the results of this survey. But, before doing so, was curious to hear from other users how this is/has been incorporated in your sales process and Salesforce? Words of wisdom? Recommendations/Suggestions are much appreciated.

[alvatse]

We use Clicktools integrated with SFDC to build a bunch of surveys. We also created a custom object to store survey results sync'ed from Clicktools, associate Surveys with Contact records in SFDC, and report on CSAT, etc.

Message Edited by alvatse on 10-07-2009 10:39 AM

[CDanielson]

Coincidentally enough, just as I got your reply, I stumbled across Clicktools. Unfortunately our budget is VERY limited (translation - nil) so purchasing an add-on module won't work right now. Is there anything more you could share about how you setup your custom object?

[alvatse]

Our custom object has custom fields for Survey Name, Account and Contact (lookup fields). We use Net Promoter Score concept, so we also have a formula field to determine if a Customer Contact is a Promoter/Detractor/Passive based on another custom field: Score. The Score comes from Clicktools survey. We have about 4 or 5 types of Surveys, all results go into this custom object. We then report on Score from each type of surveys based on the Survey Name. Hope this helps.