Feature Overview

The Customer Experience page focuses on collecting and analyzing feedback from existing customers to understand their ongoing experience with your products and services. This module helps teams maintain strong customer relationships by proactively gathering insights about customer satisfaction, retention drivers, and expansion opportunities. It provides analytical dashboards including satisfaction strengths/weaknesses analysis, feedback progress tracking, and campaign performance metrics to optimize customer experience management.

How It Works

The platform manages the feedback collection lifecycle for customer accounts by organizing accounts in a card-based layout showing account details, customer lifecycle status, financial metrics, and current feedback collection status. Admins can customize the account card layout in the Feedback Module setup page.

Users can filter accounts by feedback status, customer lifecycle stage (current customers, past customers, prospects), and collection progress, with sorting options to help prioritize their customer experience initiatives. The advanced search form delivers powerful account segmentation using complex logical operations and saved filter sets, streamlining collaborative customer success efforts.

The page features a data summary sidebar that provides analytics and insights:

• Feedback Progress Statistics: Interactive chart showing accounts segmented by collection status (No Requests, Requesting, Submitted, Has Feedback, Excluded, No Response).
• Strengths Table: Most valued aspects of the customer experience from positive feedback, ranked by account value and frequency. Each strength entry is clickable and opens a detailed popup displaying a list of related feedback instances on the left side and the full customer conversation responses and evidence on the right side, providing comprehensive insights into customer satisfaction drivers.
• Weaknesses Table: Most common experience issues and dissatisfaction factors from customer feedback, providing insights into retention risks. Each weakness entry is clickable and opens a detailed popup displaying a list of related feedback instances on the left side and the full customer conversation responses and evidence on the right side, enabling thorough analysis of customer pain points and satisfaction concerns.
• Collector Statistics: Outreach performance metrics showing success rates, contact engagement statistics (requested, opened, provided feedback), and campaign effectiveness analysis with switchable views for current filtered data versus historical collector data.

The action menu on each account card provides options for managing feedback requests and customer experience campaigns, designating who is considered the owner (the communication recipient) for all internal communications like reminder and summary emails for the account, excluding accounts from feedback collection (with predefined reasons and the ability to undo exclusions), and accessing trigger condition testing to validate whether the account meets automation criteria for customer experience feedback collection.

The multiple information tabs expand on the current account status:

• Current Feedback Tab: Displays recent customer experience feedback with satisfaction scores, value realization insights, and effort-to-value analysis.
• Past Feedback Tab: Shows historical customer feedback data to track satisfaction trends and relationship evolution over time.
• Request Tab: Manages customer experience feedback request campaigns with comprehensive contact-by-contact tracking, customized messaging, outreach scheduling, pause/resume controls, sender email management, cancel outreach options, detailed attempt tracking with status updates, and email preview capabilities for customer satisfaction analysis.
• Job to be Done Tab: Captures and tracks internal notes about what specific job or outcome the customer is trying to accomplish with your solution, allowing team members to add, edit, and view historical job descriptions.
• Internal Email Tab: Displays automated email campaign history for account-related emails including reminder, summary, alert, and exclusion campaigns with delivery status tracking.

Users can manage both bulk and individual feedback requests with automated outreach campaigns customized for different customer stakeholder groups focused on ongoing satisfaction and relationship health. Progress is tracked through visual indicators and status updates focused on customer experience insights.

When requesting feedback, users can add new contacts with basic information if additional contacts are needed. These contacts are saved to your CRM and become available for immediate selection in the feedback campaign.

Use Cases

• For Sales Representatives: Gain insights into customer experience patterns, improve prospecting strategies, and enhance new customer onboarding.
• For Customer Success Managers: Monitor customer health scores, identify at-risk accounts, and proactively address customer concerns.
• For Account Managers: Understand customer sentiment, identify upsell/cross-sell opportunities, and strengthen account relationships.
• For Product Teams: Collect customer satisfaction feedback, analyze product usage patterns, identify improvement opportunities from customer pain points, and use trigger condition testing to ensure product-focused accounts are captured for experience feedback analysis.

See It in Action

Requirements

• User permissions for accessing customer experience feedback functionality
• Active feedback collection programs configured for customer satisfaction analysis
• Account data with customer lifecycle classification and relationship status
• Team assignment permissions for collaborative customer experience management
• User email authorization/signatures configured for customer experience feedback senders

Integration users need the following permissions to synchronize CRM data:

• Read:
  • Account
  • Contact
  • AccountContactRelation (if your CRM uses relational objects)
• Write:
  • CanAddContact (Allows users to add contacts to the CRM)

Highlights

• Satisfaction trends and lifecycle segmentation make retention risks visible early
• Strengths/weaknesses tables pair value drivers with dissatisfaction signals
• Engagement metrics reveal advocacy opportunities and campaign effectiveness

Need Help?

Contact your Customer Success Manager for help collecting feedback and interpreting customer experience data, or TruSales Support if you experience any technical issues with this page.