Customer Voice surveys in Dynamics 365

Dynamics 365 Customer Voice is Microsoft's customer-feedback platform. It collects survey responses, runs sentiment analysis, and feeds the data back into Dynamics 365 records — opportunities, cases, work orders, accounts — so the rest of the business can act on what customers actually say. For organisations that run NPS, CSAT, or post-interaction surveys, Customer Voice is the natural choice when the data should land in CRM.

Building a survey. Customer Voice surveys are built in a drag-and-drop designer with question types: short text, long text, choice (single or multi), Likert / rating, NPS, ranking, date, file upload. Conditional branching lets a survey adapt to earlier answers — a low rating triggers a follow-up reason question, while a high rating skips straight to a thank-you screen.

Survey themes and branding. Custom themes, logos, fonts, and colours match the survey to the company's brand. Multi-language surveys present the same survey in multiple languages, with translations stored alongside the original.

Distribution channels.

• Email — sent via Customer Voice's own mail or via Power Automate to Microsoft 365 mailboxes.
• Embedded link — generated for inclusion in any external email, web page, SMS, or QR code.
• In-product / portal embedding — embed the survey inside a Dynamics 365 form, a Power Pages portal, or any iframe-friendly host.
• SMS — through Azure Communication Services or partner SMS gateways triggered by Power Automate.
• Teams — bot-driven surveys delivered as adaptive cards in Teams chats.
• Power Automate flow — flows triggered by Dataverse events fire the survey at the right moment (case resolved, opportunity won, work order completed).

Triggering. Best-practice surveys are event-triggered rather than periodic. Case resolved → send CSAT survey one hour later. Opportunity closed-won → send relationship survey two weeks later. Work order completed → send satisfaction survey same day. Power Automate flows orchestrate the timing and conditions.

Response handling. Each survey response creates a survey response record in Dataverse, linked to the originating record (case, opportunity, etc.) and to the contact. Responses include:

• The structured answers.
• Computed scores (overall, by category).
• Sentiment analysis on free-text answers.
• Time-to-respond and completion percentage.

Actions from responses. Power Automate flows trigger on survey responses to:

• Create a follow-up case if a customer gave a low rating.
• Notify an account manager if a key customer scored below threshold.
• Update the contact's NPS score on their record.
• Aggregate scores into dashboards for executive review.

Analytics. Built-in dashboards show response rate, score distribution, sentiment trend, and breakdown by survey, segment, or time period. Power BI templates extend the analytics with cross-system slicing (e.g. CSAT by product line, by region, by support agent).

Anonymous vs identified. Surveys can be anonymous (no contact linkage, no follow-up) or identified (linked to contact, follow-up enabled). The right choice depends on regulatory and trust considerations.

Practical use cases.

• Post-case CSAT.
• Quarterly NPS.
• Post-purchase customer experience.
• Internal employee surveys (Customer Voice does this too).
• Event feedback.
• Win-loss analysis after closed opportunities.

Licensing. Customer Voice is sold per response volume — survey responses per month, with capacity tiers. Bundled with some Dynamics 365 SKUs.