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Salesforce Feedback Management
What Salesforce Feedback Management is
Salesforce Feedback Management helps organizations gather and act on customer feedback across service channels. It supports branded surveys with varied question types, branching logic, and workflows that adapt questions to responses. AI Survey Generation can tailor questionnaires to an audience, industry, and business goals, while generative translation covers 18 global languages. Reports and dashboards provide views of service decisions, representative productivity, and satisfaction. Customer Lifecycle Maps and Analytics track feedback through customer stages and show CSAT and NPS trends. Responses map to Salesforce customer records, where teams can export data and build reports; CSV is listed as the export format. APIs support survey creation, invitations, and translation. The product is available through web and API access, has no free plan, and pricing starts at $300. A 30-day Service Cloud trial is offered without a credit card or installation.
Who it suits
It suits organizations already using Salesforce that need branded surveys, lifecycle feedback analysis, and reporting. Teams needing APIs, translation, or branching workflows may also fit.
What it does well
- Branded surveys with branching logic
- AI-generated survey creation
- Translation in 18 languages
- Lifecycle CSAT and NPS analytics
- Salesforce record integration
What to know first
- No free plan
- Listed response limit is 1,000 monthly
- External unauthenticated URLs require a Community License
- Paid pricing starts at $300
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Feedback Management - Starter | Billed annually · 100,000 survey responses · Post-Chat Surveys · Merge Fields & Data Mapper | $13,500 a month |
| Survey Response Pack | Billed annually · 1,000 survey responses · Customer Lifecycle Analytics add-on | $300 a year |
| Feedback Management - Growth | Billed annually · Unlimited responses · Post-Chat Surveys · Merge Fields & Data Mapper · Customer Lifecycle Analytics and Maps | $46,000 a month |
| Customer Signals Intelligence | 100 Experience Signals · Omnichannel sentiment analysis · Customer Experience Analytics · AI recommendations | $5, paid once |
As salesforce.com lists them, read 15 Oct 2026. The maker's own page has the final word.
Verdict
Salesforce Feedback Management links adaptable surveys with Salesforce records, analytics, and APIs. Check response limits, edition requirements, and licensing needs before choosing an edition.
Facts from Salesforce Feedback Management's own pages
- AI summarization
- AI survey summarization extracts insights, updates records, reports trends, and can automate cases. · salesforce.com, 15 Oct 2026
- AI survey creation
- AI Survey Generation creates surveys customized to an audience, industry, and business goals. · salesforce.com, 7 Oct 2026
- AI survey translation
- Salesforce states that its AI survey translation supports 18 global languages. · salesforce.com, 15 Oct 2026
- Analytics
- Prebuilt reports and dashboards provide a unified view for service decision-making, rep productivity, and customer satisfaction. · salesforce.com, 7 Oct 2026
- API
- Salesforce provides Connect REST APIs for building surveys, Apex classes for sending invitations, and REST APIs for survey translation. · developer.salesforce.com, 7 Oct 2026
- Company founded
- Salesforce was founded in 1999. · g2.com, 15 Oct 2026
- Company headquarters and size
- LinkedIn lists Salesforce headquarters in San Francisco, California, and company size above 10,001 employees. · linkedin.com, 15 Oct 2026
- Company legal name
- Crunchbase lists the legal name as Salesforce, Inc., an active public company traded as NYSE:CRM. · crunchbase.com, 15 Oct 2026
- Customer lifecycle
- Customer Lifecycle Maps track survey feedback across customer stages, and Customer Lifecycle Analytics surfaces CSAT and NPS trends across the journey. · help.salesforce.com, 7 Oct 2026
- Data Mapper
- Data Mapper provides no-code CRM automation for follow-up cases, escalations, and priority actions based on feedback. · salesforce.com, 15 Oct 2026
- Documentation depth
- The Help center includes implementation, setup, survey design, distribution, reminders, lifecycle maps, analytics, and NLP guidance. · help.salesforce.com, 15 Oct 2026
- Dynamic surveys
- Dynamic branded surveys can run across service channels and branch questions according to participant responses. · salesforce.com, 15 Oct 2026
- Editions
- Feedback Management is documented as available in Salesforce Enterprise, Unlimited, and Developer editions. · help.salesforce.com, 7 Oct 2026
- Editions and licenses
- The product is available in Salesforce Classic and Lightning Experience for Enterprise, Unlimited, and Developer Editions with Survey Response Pack, Starter, or Growth licenses. · help.salesforce.com, 15 Oct 2026
- External survey requirement
- Hosting an external unauthenticated-user survey URL requires a Community License; sending surveys to Salesforce users does not. · help.salesforce.com, 7 Oct 2026
- Founded
- 1999 · salesforce.com, 28 Sept 2026
- Generative AI surveys
- Generative AI can create survey questions and translate complete surveys or selected parts. · help.salesforce.com, 15 Oct 2026
- Headquarters
- San Francisco, California, United States · salesforce.com, 28 Sept 2026
- Independent product assessment
- TechRadar describes Salesforce as highly scalable with extensive documentation and integrations but says setup requires significant time and technical knowledge. · techradar.com, 15 Oct 2026
- Infrastructure transparency
- Salesforce trust documentation lists infrastructure, subprocessors, and countries where customer data is stored or processed. · salesforce.com, 15 Oct 2026
- Lifecycle analytics
- Customer Lifecycle Analytics reports CSAT and NPS trends across the customer journey and supports lifecycle maps. · salesforce.com, 15 Oct 2026
- Limit: bugs and interface
- GetApp reviewers mention inefficient information display, a steep learning curve, and annoying bugs possibly related to overload. · getapp.com, 15 Oct 2026
- Limit: commercial experience
- Trustpilot’s review summary cites complaints about high subscription prices, aggressive sales, unresponsive support, difficult workflows, and complicated setup. · trustpilot.com, 15 Oct 2026
- Limit: complexity
- G2 reviewers repeatedly report complexity and a steep learning curve, especially for new users and custom integrations. · g2.com, 15 Oct 2026
Where Salesforce Feedback Management stands on Freedom251
- AI Survey Generators#27 of 29