SurveyMonkey for Salesforce: Measuring Customer Satisfaction (CSAT)

If you use our Salesforce integration, you can measure customer satisfaction (CSAT) score and report on the results in Salesforce. Learn more about the SurveyMonkey for Salesforce integration.

CSAT helps you understand a customer’s experience with a specific interaction or transaction, such as contacting support or making a purchase. You can use CSAT with other metrics to understand the full customer experience with your brand. 

The CSAT question looks like the example below:

Overall, how would you rate your satisfaction with our company?

This guide helps you calculate and report your CSAT scores in Salesforce. Use these formulas to calculate the CSAT score from your surveys and build reports and dashboards in Salesforce.

Calculate CSAT as a percentage of satisfied responses (people who selected 4 or 5). Satisfied scores are a more accurate predictor of customer retention.

To calculate CSAT score:

The formula for CSAT scores looks like this: (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers

Example: 500 people responded to a CSAT survey. 68 were Very Satisfied (score 5), and 74 were Somewhat Satisfied (score 4).

You can track CSAT scores in Salesforce to include them in dashboards and reports. There are a few steps to complete to set up CSAT in Salesforce:

Create a survey with a 5-point scale question. There are 2 ways to build this question:

Your question should include the following answer choices:

You can also use a CSAT survey template to quickly build a CSAT survey.

Create a custom object to hold CSAT responses from your survey. You’ll map survey responses to this object using the Salesforce integration. If you already have a survey object, make sure you have fields to hold your CSAT score (ex: 5) and the label (ex: Very Satisfied).

When creating your survey object:

In the SurveyMonkey Salesforce integration, map your survey to your survey object in Salesforce. Use our field mapping guide to understand which field types you can map responses to.

When you finish creating mappings, send your survey using the methods available in the Salesforce integration. You can either:

When someone takes your survey, their responses will be mapped to Salesforce. You can then create reports and dashboards to track CSAT in Salesforce.

In SurveyMonkey, you can always view your responses in the Analyze Results section of your survey. Review question summaries, track data trends over time, or drill into individual responses. 

However, if you create reports in Salesforce, you can group customers by CSAT score. You can use this data to quickly find unsatisfied customers.

To report on CSAT scores in Salesforce:

Your survey respondents will be grouped by score on the report.