The Customer Satisfaction (CSAT) Survey Overview

Salesforce Customer Satisfaction (CSAT) measures a customer’s satisfaction rating with the service received during a Salesforce consulting partner's project implementation and helps partners build their reputation in our ecosystem. Once you submit your project via the Business Console and change a project's status to Completed, our system kicks off the CSAT survey process. We will send out a standard survey to your customer to assess your performance. CSAT plays a big role in your Consulting Partner Trailblazer Score, so it is important to make it a top priority.

Collect and display feedback from your customer’s project lead at the time of CSAT collection with Verified Reviews. Before the CSAT survey is submitted to Salesforce, the designated customer point of contact can choose to have their optional project review displayed on the partner’s AppExchange listing. Salesforce will then publish this review to the Review tab of the Consultant’s AppExchange listing, on the customer’s behalf.

Please review the sections below to understand how CSAT surveys are distributed to your customers.

Review the CSAT process and guidelines >

The Customer Satisfaction (CSAT) Survey Overview

  • - The Salesforce Partner Project CSAT measures Salesforce customers' satisfaction with services provided directly by a Salesforce partner.

  • - While collaboration between partners is encouraged, projects between partners will only count in the case where one partner is conducting a project for another partner's internal business use (i.e., the other partner is the customer) or where a Product Development Outsourcer is conducting a project for an ISV partner.

  • - Projects where one partner is a sub-contractor to another partner, who acts as the prime contractor to the client, will not count for CSAT purposes.

  • - Salesforce reserves the right to review Project information and CSAT responses to determine if a project or survey response does not meet these guidelines.

As a partner in the Consulting Partner Program, your tier is based on your Consulting Partner Trailblazer Score. Every partner receives a Trailblazer Score based on their total contribution to the primary program goals, or ‘Pillars’: Customer Success, Growth, Innovation, and Lead. Partners are evaluated across a range of ‘Core Attributes’ associated with the Pillars, including ACV, Salesforce certifications, certified consultants, Partner Solutions, Partner Navigator status, and Customer Satisfaction (CSAT).

Follow the Steps Below to Submit Your Projects:

  • 1. Select 'New Project' in the Business Console
  • 2. Complete the form
  • 3. Collect consent from two (2) customer contacts willing to be contacted for a follow-up survey.
  • 4. Once your implementation project's status is set to "Completed", an automated email with a link to the Salesforce CSAT survey is sent to the customer contact previously identified by you

Q: How does the CSAT survey get sent out (and when)?
A: When you complete a Project in the Business Console of Partner Community and mark it as 'Completed' a survey is automatically sent out via email to the contact you list in the Project record.

Q: Where is the number of our company's projects displayed?
A: The number of your projects are publicly displayed on the Salesforce AppExchange.

Q: How is the CSAT score calculated?
A: A set of ten (10) questions are scored on a 1-5 point scale. Customers have the option to select "N/A" if they can't answer a question. The ratings across all questions without an "N/A" are averaged, which then gives the overall CSAT score for that project. The final question is a free form field that allows customers to provide their feedback for future clients on a potential experience with the partner. Survey respondents have the option of publishing their response to that question as a review on the partner's AppExchange listing, where they will display as a verified review. The count of projects completed with a CSAT score above a 4.2 in the current fiscal year is used to determined the partner's Consulting Partner Trailblazer Score. A maximum of two projects per customer will count towards this metric.

Q: Where can I see the survey questions?

A: See the questions here >

Q: Where is the CSAT score displayed for my company?
A: The CSAT score can be viewed in the Projects section of the Business Console.

Q: Do terminated projects go against your CSAT score?
A: No, only completed projects are counted towards your CSAT average score.

Q: When is the CSAT average updated on the AppExchange or Business Console?
A: Your CSAT score is updated within one day of survey completion.

Q: Can I delete a project?
A: No, you cannot delete a project. The best practice is to change the project to “terminated "status. These terminated projects will not count against your CSAT score.

Q: Am I notified when a CSAT survey is returned to Salesforce? Can I see the survey results?
A: Currently, the client can notify you when the survey is completed. Survey results can be viewed on the Project Detail page of the Business Console.

Q: I'm noticing some issues with my CSAT Score. Who can I reach out to about this?
A: Please submit a case here >

Q: What is a Verified Project Review?
A: Verified Project Review is a customer-authored review about the services provided by a partner on a specific Salesforce project. A Verified Project Review is an optional question on the Customer Satisfaction (CSAT) Survey, completed by the designated point of contact at the customer account. Before the CSAT survey is submitted to Salesforce, this designated point of contact can choose to have their optional project review displayed on the partner’s AppExchange listing. Salesforce will then publish this review to the Review tab of the Consultant’s AppExchange listing, on the customer’s behalf. This collection and promotion of a project-driven review gives Consulting Partners an additional opportunity to showcase their Salesforce and Industry expertise through the authentic voice of their customers.

Q: Can I delete a project? to Can I cancel/delete a project?
UPDATE answer for this question:
To cancel a project, change the Project Status to “Terminated.“ However, partners are unable to delete projects from the project console themselves. To remove terminated projects from the console, please submit a case from the Partner Community support console with the URL(s) of the terminated project(s) you would like to have removed from view.

Q: I have a customer who has not received their CSAT survey; how can I resend it?
A: To trigger a resend of a CSAT survey, navigate to the Project record in the Partner Community and use the "Resend Survey Email" located in the bottom-right corner of the project page. A survey email can be resent as many times as needed, and any survey completed by the customer will automatically overwrite the existing CSAT survey values on the project.

Q: I have a customer who wishes to redo their completed CSAT survey; how can I resend it?
A: Once a survey has been completed, it cannot be resent from the Partner Community. Please open a case from the Support Console in the Partner Community to request a resend of the survey, making sure to provide the URL(s) of the project(s) requiring resend.

Q: What do I do if my customer does not receive their survey?
A: The most frequent cause for surveys not reaching their recipient is a security suite and/or spam filter on the customer end. If the customer is able to make changes to their security setup, Whitelisting the salesforce.com domain should allow survey emails to route normally. If the customer is unable or unwilling to do this, please open a case from the Support Console in the Partner Community to request a manual send of the survey, making sure to provide the URL(s) of the project(s) requiring resend. The partner support team will first try to send it from a different address; if that doesn’t work, they will request a secondary survey contact email.