SMART Customer Survey: A Convenient Module for Collecting Feedback in CRM

Collecting feedback is a critical component of high-quality customer service. Through ratings, comments, and customer reactions, businesses gain valuable insights that help them improve processes, enhance service quality, and build long-term customer loyalty.

SMART Customer Survey is a new module in the SMART CRM product line that enables you to launch surveys fully tailored to your business processes — directly within your CRM system. The solution works both inside SMART CRM and with any applications built on the Power Platform (Power Apps / Microsoft Dynamics 365).

SMART Customer Survey Capabilities

Seamless integration with CRM processes

Surveys can be triggered after order completion, a phone call, a support request, or service delivery. You decide at which stage of the customer journey the survey should be activated.

Full survey management directly in CRM

Surveys are configured in the user-friendly Power Apps model-driven interface. You can create questions, define their order, type, and required status, and enable comments where needed. Once published, surveys do not require developer involvement.

Flexible selection of question types

Available options include text fields, numeric values, multiple-choice questions, and rating scales using stars or icons. You can define the number of rating points (from 1 to 10) and enable comments for individual questions when necessary.

CAPTCHA protection

Two security options are supported: Google reCAPTCHA and Cloudflare CAPTCHA, helping prevent unauthorized access to surveys

Short and long link generation

You can generate either a full or a shortened link to be sent via SMS, email, or chatbots. Surveys can also be sent manually or automatically through business processes.

Survey availability period

Set an end date for survey availability. Once the specified period expires, customers will see a message indicating that the survey is no longer available.

Repeat submission restrictions

Each customer can complete a survey only once. The system verifies uniqueness and blocks repeated attempts.

Automatic storage of results in CRM

All survey data is stored in the CRM and linked to the relevant contact. Available data includes questions, question types, selected responses, numeric rating values, and customer comments.

Benefits for Your Team

SMART Customer Survey enables you to collect feedback directly within your CRM system — without the need for third-party services or external integrators. Managers, marketers, and support agents can independently create and launch surveys using a familiar interface.

This allows teams to quickly assess customer experience, analyze results, and implement improvements based on real feedback.

Want to learn more about SMART Customer Survey or try it in action? Submit a request — we’ll arrange a demo and help you find the optimal solution for your business.

Submit a Request