4 Replies Latest reply on Feb 26, 2014 10:21 AM by 47587

    Using Form for Customer Satisfaction Survey?

           Hi All,

           I've been tasked with trying to figure out if we can use Marketo to manage the survey our customers recieve after they close a support ticket.  Right now we use SurveyMonkey, but it is horribly inefficient. I have replicated the survey with a form, and we've created some scoring rules that would send an alert out in the event of a poor report, however we've hit a few snags in the reporting side of things.

           My main concern is being able to track the answers long term. Theoretically, because this is based on support ticket IDs, a lead could go through the survey as many times as they submitted tickets, wiping out any previous answer they might have had, correct? We could theoretically create a SmartList to follow customers each month, but I'm still confused as to how we would have a collated version of the answers.

           Any ideas? Has anyone else tried to attempt this? If not, what kind of survey system do you have set up and how does your customer support manage them? Thanks in advance for any help or advice!

        • Re: Using Form for Customer Satisfaction Survey?
          Hi Rachel,

          One option is to create a set of custom fields to store the responses either by question or survey.

          You can run a Smart Campaign where the Smart List is Triggered when the original field is updated and the Flow is to Change Data Value on the custom field to reflect that response and then clears the value on the original field so it is available for the future.  
          • Re: Using Form for Customer Satisfaction Survey?
            Kenny Elkington
            Hey Rachel,

            You could store survey response through appending to fields each time a response is logged.  This is not ideal, however, as ultimately you will run into the character limits of the field.  Custom objects are much better suited to this.  You could deploy this either natively through your CRM, or create the necessary fields in Marketo and then use a webhook to make the necessary API call to create an instance of the custom object for each survery response.
            • Re: Using Form for Customer Satisfaction Survey?
              I created a Salesforce Custom Object for our NPS Surveys, and used FormSite (http://www.formsite.com/) to create a form that created a new record when a prospect filled it out.

              I then used a Marketo email to send the survey, and used URL parameters to populate hidden fields which related the survey fillout to the contact. (e.g. http://www.surveyurl.com/?contactID={{lead.SFDC ID}})

              You could also build the form in Visualforce if you don't want to pay for a webservice, but I had good experience with Formsite.
              • Re: Using Form for Customer Satisfaction Survey?
                Once I checked Formsite I was sold. It would be nice if we could get some integration but they mainly cared about getting regular notifications. We don't have Salesforce YET but we think it's coming so it's nice that it would eventually integrate. It also solves several other issues that were unrelated to this particular problem but really make it worth the (surprisingly reasonable) cost. 

                Thanks for pointing me in this direction!