GetFeedback is a customer experience (CX) survey platform, now part of SurveyMonkey's Momentive suite, that specialises in NPS, CSAT, and CES surveys with deep Salesforce integration — enabling teams to trigger surveys from Salesforce journeys and analyse feedback data alongside CRM records.
Product Overview
GetFeedback's primary differentiator has always been its Salesforce-native integration: surveys can be triggered from Salesforce workflow rules, Journey Builder steps, or Service Cloud cases, and all response data — including verbatim feedback, scores, and sentiment — flows back into Salesforce as custom objects. This means CX data is accessible in Salesforce dashboards and reports without manual exports. The platform supports multi-channel distribution (email, SMS, web, in-app) and includes a visual survey builder with logic branching and custom branding. Since joining the Momentive/SurveyMonkey family, it has been positioned as the enterprise CX measurement product in their suite, with additional AI analysis capabilities for large-scale feedback programmes.
Key Features
- Salesforce Native Integration: Trigger surveys from Salesforce workflows and sync all response data back as native Salesforce objects.
- NPS, CSAT & CES Surveys: Industry-standard CX survey types with multi-channel distribution — email, SMS, web, and in-app.
- Visual Survey Builder: Drag-and-drop survey creation with logic branching, custom branding, and mobile-responsive design.
- CX Analytics: Aggregate NPS trends, response rate analysis, and verbatim categorisation — with Salesforce report access.
- Closed-Loop Alerting: Automated alerts for detractor responses — routes negative feedback to the appropriate team for follow-up.
Best For
Salesforce-native customer success and support teams that want CX survey data (NPS, CSAT) accessible directly within Salesforce for closed-loop follow-up.
Pricing
Custom pricing. Part of Momentive enterprise suite. Contact for pricing.
Key Integrations
Salesforce, Salesforce Service Cloud, Marketing Cloud, Slack, Zendesk, HubSpot, Marketo, Zapier, Microsoft Teams, SurveyMonkey
Pros
- Best-in-class Salesforce integration for CX feedback data
- Survey triggering from Salesforce workflows enables automated, event-based CX measurement
- All feedback data accessible in Salesforce reports without ETL
- Enterprise CX programme management with closed-loop alerting
Cons
- Primarily valuable for Salesforce users — limited appeal outside SFDC ecosystem
- Enterprise pricing — not accessible for smaller teams
- Product direction has become less clear since Momentive acquisition
RevOps Jobs-to-Be-Done
- Salesforce-Native CSAT and NPS Surveys — Deploy customer satisfaction and NPS surveys that write response data directly to Salesforce objects — enabling reps to see customer feedback scores on account and contact records without leaving CRM. KPI: CRM-to-feedback loop closes within hours of customer interaction rather than days from manual exports
- Post-Sale and Post-Support Survey Automation — Automatically trigger surveys after deal close, support ticket resolution, or product onboarding milestones — capturing feedback at the moments that matter with zero manual effort. KPI: Survey response rate improves 3× when surveys are triggered automatically vs. scheduled blasts
- Digital Experience Feedback via Website Embeds — Embed targeted feedback surveys on specific pages, post-purchase flows, or in-app interactions — collecting contextual feedback at the exact moment of the experience. KPI: UX insights collected at point-of-experience; actionable feedback delivered to product teams weekly
How It Fits Your Stack
Primary system of record: Salesforce — GetFeedback is deeply integrated and writes survey data to CRM natively
Key integrations: Salesforce, Service Cloud, Slack, Zapier
Data flows: Survey triggered by Salesforce event → response collected → NPS/CSAT scores written to Salesforce contact/case → alerts sent for detractors → dashboards updated
Security & Compliance
- SSO / SAML: Salesforce SSO, SAML
- RBAC / permissions: Yes
- Audit logs: Yes
- Certifications: SOC 2 Type II, GDPR
- Data residency: US
Implementation & Ownership
- Time to first value: 3–5 days — Salesforce integration, first survey configured, trigger rules set
- Implementation complexity: Medium
- Typical owners: Customer Success Operations, CX Manager, Salesforce Admin
Part of the Momentive (SurveyMonkey) ecosystem; best ROI for teams on Salesforce who want feedback data natively in CRM without export/import; enterprise pricing
Proof & Buyer Signals
Ratings: G2: 4.5/5 (200+ reviews); strong among Salesforce-centric CX teams
What buyers praise:
- Deep Salesforce integration
- Survey-to-CRM data flow
- Good customer experience
Common complaints:
- Pricing requires enterprise budget
- Limited non-Salesforce integrations
- UI less modern than newer survey tools
Often Compared With
- Qualtrics XM — Qualtrics is the enterprise XM platform with deep statistical analysis; GetFeedback is more accessible and purpose-built for Salesforce CRM integration
- Medallia — Medallia is enterprise CX management at scale; GetFeedback is the mid-market choice for Salesforce-native survey collection
- Refiner — Refiner specializes in in-app microsurveys for SaaS products; GetFeedback covers broader touchpoints with Salesforce integration
