The client who smiled and left 🙂

#033

Read Time: 2 minutes

Put Your CSAT in Salesforce

Right now, most teams do 1 of these:

• Run CSAT in a 3rd-party tool
• Keep results in someone’s inbox
• Talk about “customer happiness” based on vibes from Slack

That works… until

• You’re not on every call
• You have more than a handful of accounts
• The business asks “Which customers are unhappy right now?”

If you build the CSAT in Salesforce instead…

• Surveys link to Accounts and Contacts
• You can report on CSAT by customer, quarter, CSM, or project
• You see timestamps, trends, and who actually filled it out
• You don’t have to “migrate later” when you’re bigger

Think of it like this:

One source of truth for revenue + relationships.

Not “CSAT over here and Salesforce over there”

Make It 30 Seconds Or Less

Keep the survey painfully simple on purpose.

• 3 options only
• Very happy = Going extremely well
• Satisfied = Going good, no complaints
• Not happy = Something’s off

Why not 1–10?

People often pick a safe options like 5,6,7.

You’ll spend more time debating what that means vs. fixing the problem.

With 3 options, you instantly know:

• Is this account safe?
• Is it fine but keep an eye?
• Is it a red account we need to swarm?

Monthly questions:

• Q1: Overall satisfaction this month (Very happy / Satisfied / Not happy)
• Q2: Effective communication: “Did we answer your questions and keep you updated?”
• Q3: Open text: “What’s one thing we can do better next month?”

Quarterly questions:

Same questions + questions about documentations and making sure the work we did over the past 90 days has been working.

How It’ll Work

1. Should we send a survey at all?
   • Skip the survey when it’s not the right timing: Bad month, New client, Just sent a different survey
2. Find the right people
   • Only send it to people you work with: Day-to-day stakeholders
3. Decide: Monthly vs Quarterly
   • Monthly: 3 total questions. “Are things going well?”
   • Quarterly: 5 total questions. “What can we improve?”
4. Send the Survey
   • Sets expectations: 3 questions, 30 seconds
   • Explains why it matters: “We read every response and use it to improve”
5. Record the Results
   • The CSAT Survey record is updated
   • Responses are timestamped
   • Reports update automatically

No More Anxiety

Your leadership used to have to sit on every call to know how things were going.

Once CSAT surveys lived inside Salesforce:

They could scan Accounts and see who’s:

Very happy 😁

Satisfied 🙂

Not happy ☹️

They stopped micromanaging every call

They focused more on ops, systems and growth… not detective work

This is exactly where an Ops Manager should live.

Less “gut feel” more clear signals.

Less “I’ll join every call” more “I know where to step in”

Your CSAT should be a score on a report… not a rumor in Slack.

Put Simply

1. Run customer surveys from Salesforce
2. Make it less than 30 seconds or less to complete
3. Automate monthly & quarterly surveys
4. Build a CSAT object in Salesforce to record the scores
5. Review reports to see which clients love things or hate things

That’s it for today.

See you all next Friday.