NOTE: Click here to learn more about using the Salesforce integration to sync your customers to Retently.

The native Salesforce integration allows you to export survey data, assign them as contact properties, and add them as notes in the contact's profile in Salesforce.

IMPORTANT: Retently sends survey data only to Salesforce contacts (account or person account objects are not currently supported). When our app sends survey data, our integration uses the email address of the customer that answered the survey. If the integration can't find the customer in Salesforce, then no survey data is sent.

The notes will be created automatically and this doesn't require any adjustments on your end. But to push the score, comment, and last survey date in Salesforce fields you will need to create custom fields in Salesforce, which we will cover in detail in this article.

Create custom fields to store survey data

To be able to export survey data (scores, feedback, and the last survey date) to Salesforce you'll have to create custom fields in Salesforce so that survey data can be exported and stored in them.

IMPORTANT: Make sure to create all the survey data fields in Salesforce, otherwise the data will not be exported. We will list all the fields below.

First, log in to your Salesforce account and access the Setup section.

From the left sidebar access Objects and fields > Object manager > Contact > Fields and relationships.

Add NPS Score field

Click the New button in the Fields & Relationships section.

Select Text option and click Next.

NOTE: The "Number" option is also supported for the NPS score field.

Fill in mandatory fields:

  • Field Label: NPS Score
  • Length: 10
  • Field Name: NPS_Score

Click on the Next button.

Establish field-level security and click Next.

Add to page layouts and click Save.

Review the field definition. NPS Score field API Name should be NPS_Score__c

Add NPS Comment field

Click on the New button in the Fields & Relationships section.

Select Text Area and click on Next button.

Fill in mandatory fields:

  • Field Label: NPS Feedback
  • Field Name: NPS_Feedback

And click on Next button.

Establish field-level security and click on Next button.

Add to page layouts and click on Save button.

Review the field definition. NPS Feedback field API Name should be NPS_Feedback__c

Add NPS Last Survey field

Click on the New button in the Fields & Relationships section.

Select Date/Time and click on Next button.

Fill in mandatory fields:

  • Field Label: NPS Last Survey Date
  • Field Name: NPS_Last_Survey_Date__c

And click on Next button.

Establish field-level security and click on Next button.

Add to page layouts and click on Save button.

Review the field definition. NPS Last Survey Date field API Name should be NPS_Last_Survey_Date__c.

Once you have set up the fields, every time a customer will receive a survey, the date will be exported automatically to the NPS Last Survey Date field. Also, every time a customer will answer a survey, the score and the text comment will be imported to Salesforce and assigned to the contact's profile.

Manage the survey data export

Go to the Integrations page and connect the Salesforce integration by clicking the Connect button (you will need to authorize Retently first). If the integration is already connected, then click the Settings button.

On the integrations page, choose the "Integration settings" option from the menu.

On the "Integration settings" page, find the "Export NPS data to Salesforce" section and choose the option that fits you best.

The integration supports four data export options:

  • NPS score, text feedback, and notes: When a customer answers the survey, the score and the text commend will be exported to Salesforce and assigned as contact properties. Our app will also create a note in the contact's profile in Salesforce, which will include the date of the response, the name of the survey campaign, the score, and the text feedback.
  • NPS score and text feedback: When a customer answers the survey, the score and the text commend will be exported to Salesforce and assigned as contact properties.
  • NPS score only: When a customer answers the survey, only the score is exported to Salesforce.
  • Do not export: When a customer answers the survey, the score and text comment will be skipped and will not be exported to Salesforce.

NOTE: If the customer answers another survey, the data in the score and comment fields in Salesforce will update automatically to display the latest survey data. Except for the notes, as they are not updated. Instead, a new note will be created with the new response.

Survey data in contact properties

If you have activated the survey data export option, then when a customer answers the survey our app will create three new fields in your Salesforce account.

The fields will be assigned to your contacts, and will store the survey data:

  • Survey rating: will store the customer's last survey score (e.g., 5, 8, 10, etc.).
  • Survey comment: will store the customer's last survey text feedback. If the customer did not leave any feedback, then the field will be empty.
  • Last survey: will store the date of the last survey that the customer has received in a MM/DD/YYYY format.

Survey data as Salesforce notes

Along with the properties, our app will also create a new note in the customer's Salesforce profile every time they answer a survey. The notes are ideal for storing and viewing past survey responses in Salesforce.

A survey note includes the following details:

  • Response date.
  • Survey campaign name.
  • Survey score.
  • Survey feedback.

The main difference between survey data stored in props and notes is that the props data will be updated automatically if a customer answers another survey, to reflect the most recent survey answer. But you will be able to view the historical answers in the notes, as each past survey response will be available in a separate note.

Supported metrics

The integration's export feature supports all survey metrics (NPS, 5-STAR, CSAT, CES).

Each metric has a different rating scale, and the categories of respondents will also differ.

NPS (0 - 10 scale)

  • Rating of 0 to 6 = Detractor
  • Rating of 7 or 8 = Passive
  • Rating of 9 or 10 = Promoter

5-STAR (1 - 5 scale)

  • Rating of 1 or 2 = Negative
  • Rating of 3 = Neutral
  • Rating of 4 or 5 = Positive

CSAT (1 -5 scale)

  • Rating of 1 or 2 = Unsatisfied
  • Rating of 3 = Neutral
  • Rating of 4 or 5 = Satisfied

CES (1 - 7 scale)

  • Rating of 1 to 3 = Negative
  • Rating of 4 = Neutral
  • Rating of 5 to 7 = Positive

IMPORTANT: CSAT and CES survey templates allow you to replace the numbers in the rating buttons with custom text. When the survey data will be exported to the integration, the text will be converted back to the corresponding number of the button.

Did this answer your question?