A new SMS integration with Salesforce automates feedback collection at the moment it’s most likely to land.
Customer feedback has a timing problem. By the time a survey reaches someone’s inbox, the experience it’s asking about is already days old — and response rates reflect that. SurveyMonkey is addressing that gap directly with a new capability that automates SMS survey invites triggered by real-time events inside Salesforce.
The feature, now generally available on Salesforce AppExchange, allows customer experience and support teams to send personalized text message survey invites the moment a key event occurs — a support case closes, a transaction completes, a service interaction ends. No manual outreach. No delay.
Why SMS, and Why Now
The shift to mobile as the primary survey channel is not a forecast. It has already happened.
According to SurveyMonkey’s own 2025 data, 58 percent of global survey responses are now captured on mobile devices. Switching from a web link to an SMS invite has been shown to improve survey completion rates by 33 percent. Open rates on text messages consistently outperform email by a significant margin.
For teams whose feedback programs still rely primarily on email, those numbers represent a structural gap in how much signal they are actually capturing — and when.
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What the Integration Does
The SurveyMonkey-Salesforce integration already allowed teams to collect and act on customer feedback within their existing CRM workflows. The SMS capability extends that in four specific ways.
Automated outreach removes the manual step entirely. Teams configure workflows that trigger personalized SMS invites when defined Salesforce events occur, so feedback is requested while the experience is still immediate. Personalization is handled at scale by pulling Salesforce data fields — customer names, case numbers, transaction details — directly into the message text, without manual effort per send.
Responses map automatically back to the appropriate Salesforce objects, keeping customer records current and giving teams the data they need to route, escalate, or resolve issues based on what customers are actually reporting in real time.
“Customer insight is only useful if it’s captured in the moment,” said Cormac Kelly, vice president of customer success at SurveyMonkey. “This shift ensures feedback isn’t just a lagging report, but a real-time signal that allows teams to act while the experience is still top-of-mind.”
