CRM CUSTOMER FEEDBACK COLLECTION CHECKLIST 2026

Created by ChecklistGuro (https://checklistguro.com)


--- PRE-COLLECTION PLANNING & STRATEGY ---
[ ] Primary Feedback Objective
[ ] Target Customer Segments (New Customers, Active Subscribers, Churned/Inactive Customers, Enterprise/VIP Accounts, Trial Users)
[ ] Campaign Start Date
[ ] Success Metrics (KPIs)
[ ] Feedback Frequency (One-time Survey, Monthly Pulse, Quarterly Review, Always-on/Trigger-based)
[ ] Strategy Brief/Project Charter

--- CHANNEL & TOOL SELECTION ---
[ ] Feedback Collection Channels (Email Surveys, In-App Popups, SMS/Text Messaging, Phone Interviews, Customer Support Chat, Social Media Polls)
[ ] Primary Survey Tool (Typeform, SurveyMonkey, Qualtrics, Google Forms, Native CRM Survey Module)
[ ] Secondary Communication Tool
[ ] Channel Implementation Notes
[ ] Tool Evaluation Deadline

--- SURVEY DESIGN & QUESTION ARCHITECTURE ---
[ ] Primary Satisfaction Metric (Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES))
[ ] Likelihood to Recommend Score
[ ] Features Used Most Frequently (Dashboarding, Automated Workflows, Reporting & Analytics, Contact Management)
[ ] Detailed Feedback on Pain Points
[ ] Key Driver for Score

--- CRM INTEGRATION & DATA MAPPING ---
[ ] Primary CRM System (Salesforce, HubSpot, Microsoft Dynamics 365, Pipedrive, Zoho CRM, Other)
[ ] Target Data Objects to Map (Contact Records, Account/Company Records, Deal/Opportunity Records, Support Ticket History, Activity Logs)
[ ] API Endpoint/Integration URL
[ ] Data Mapping Logic Documentation
[ ] Schema Mapping Documentation
[ ] Integration Testing Completion Date

--- SURVEY DEPLOYMENT & AUTOMATION ---
[ ] Primary Deployment Channel (Email Survey, In-App Pop-up, SMS/Mobile, Post-Call Automated SMS)
[ ] Trigger Event Criteria (New Lead Created, Deal Closed Won, Support Ticket Resolved, Contract Renewal Milestone)
[ ] Survey Delay Period (Days)
[ ] Automation Workflow Name
[ ] Automation Logic Documentation

--- DATA ANALYSIS & INSIGHT EXTRACTION ---
[ ] Primary Analysis Metric (Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES))
[ ] Key Trend Identified
[ ] Summary of Qualitative Feedback
[ ] Total Response Volume
[ ] Analysis Completion Date
[ ] Identified Pain Points (Product Usability, Pricing/Billing, Customer Support Quality, Feature Request, Onboarding Experience)
[ ] Detailed Analysis Report

--- CLOSING THE FEEDBACK LOOP ---
[ ] Feedback Severity Level (Critical (Immediate Action Required), High (Follow-up within 24 hours), Medium (Standard Follow-up), Low (For Information Only))
[ ] Assigned Account Manager
[ ] Follow-up Deadline
[ ] Resolution Summary
[ ] Actions Taken (Contacted Customer, Logged Bug/Issue, Applied Credit/Discount, Escalated to Product Team, Updated Account Record)
[ ] Evidence of Resolution

--- REPORTING & EXECUTIVE DASHBOARDS ---
[ ] Dashboard Name
[ ] Reporting Frequency (Weekly, Monthly, Quarterly, Annually)
[ ] Reporting Period Start Date
[ ] Key Metrics to Track (Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Churn Rate, Customer Lifetime Value (CLV))
[ ] Target Audience for Dashboard
[ ] Dashboard Design Template/Mockup

--- COMPLIANCE & DATA GOVERNANCE ---
[ ] Applicable Data Privacy Regulations (GDPR, CCPA, HIPAA, LGPD, Other)
[ ] Data Retention Period (Months) (3 Months, 6 Months, 12 Months, 24 Months, Indefinite)
[ ] Data Controller Identification
[ ] Data Processing Impact Assessment Summary
[ ] Privacy Policy/Consent Documentation
[ ] Compliance Officer Approval

--- CONTINUOUS IMPROVEMENT & AUDIT ---
[ ] Last Audit Date
[ ] Audit Frequency (Monthly, Quarterly, Bi-Annually, Annually)
[ ] Areas Audited (Survey Response Rates, Data Accuracy, Trigger Automation Reliability, Closing the Loop Efficiency)
[ ] Identified Areas for Improvement
[ ] Next Scheduled Review Date
[ ] Auditor Approval

--- END OF TEMPLATE ---
Transform this text into a digital, automated, and trackable mobile app!
Visit: https://checklistguro.com/templates/crm/crm-customer-feedback-collection-checklist-2026
(Click "Install Template" to launch your digital inspection tool immediately)