---
schema_version: "1"
id: 9c59f3efedf98f77496d23f342c64e540862989e5241979542836f6f05c5f623
title: Set Up a Customer Feedback Survey
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_set_up_lex_surveys.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_surveys.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9cdfca373630620e377da95c5b211272ecac2345c157fe0b134370f535af7de5
description: Find out what your customers think about their experiences with customer support. Automatically email a survey to the case contact when a case is closed or when case auto-response rules are met.
products:
  - Service Cloud
release: "264"
---
# Set Up a Customer Feedback Survey

Find out what your customers think about their experiences with customer support. Automatically email a survey to the case contact when a case is closed or when case auto-response rules are met.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d47751e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47751e55 ">To set up cases for Lightning Experience:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47751e55 ">
              <p>Manage Cases</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
        </tbody>
      </table>

When you enable surveys, two sample surveys are created:

- Net Promoter Score
- Customer Satisfaction

You can use these sample surveys to test the feature. You can also create surveys that are customized for your organization.

1. Enable surveys:
    
    1. From Setup, enter Survey Settings in the Quick Find box, then select **Survey Settings**.
    2. Enable surveys.
    3. Select the default Experience Cloud site for creating public surveys.
        
        The site is used to generate survey invitations for participants outside of your org.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note If there's no default Experience Cloud site selected, survey emails aren’t sent to the case contact when a case is closed. The admin and survey owner are notified about the failure to send the survey email. To avoid receiving these emails, select a default Experience Cloud site for surveys.
2. To send a survey to the case contact when a case is closed, specify the survey in the Support Settings page:
    1. From Setup, enter Support Settings in the Quick Find box, then select **Support Settings**.
    2. Click **Edit**.
    3. In Customer Feedback Survey, select an active survey.
    4. Click **Save**.
3. To send a survey to the case contact when case auto-response rules are met:
    
    1. From Setup, enter Case Auto-Response Rules in the Quick Find box, then select **Case Auto-Response Rules**.
    2. Click the name of the rule that contains the rule entry for which you want to send a survey.
    3. Edit the rule entry.
    4. In **Step 5: Select a survey to send**, specify the survey that you want to use.
    5. Click **Save**.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note Email invitations for case contacts who opt out of receiving emails aren’t generated.
    
    If there’s no default Experience Cloud site selected, the admin, internal users, and survey owners receive reminder emails on case closure. To avoid receiving these emails, select a default Experience Cloud site for surveys. To select an Experience Cloud site:

Only Lightning users can send surveys to contacts when a case is closed or when auto-response rules are met.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note To send survey emails, verify the sender email domain. If you don't verify the domain, the emails aren't sent.