Easily Create Customer Voice Surveys in Dynamics 365 CRM
Looking to improve customer satisfaction, gather feedback, or streamline communication? A Customer Voice survey in Dynamics 365 helps you do all of that and more. As Microsoft’s modern feedback management tool, it allows you to quickly create, distribute, and automate surveys that connect directly to your CRM, workflows, and reporting tools. In this guide, we’ll walk you through how to create a Customer Voice survey step by step—and show you real examples of how companies like enCloud9 use it to boost efficiency and insights.
Need expert help setting up Customer Voice or automating survey workflows? Talk to the experts at enCloud9
Why Use a Customer Voice Survey?
A Customer Voice survey goes far beyond basic tools included in Microsoft 365 like Microsoft Forms. It lets you:
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Collect structured feedback in real time
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Personalize question flow with branching logic
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Customize design with your branding
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Trigger workflows with Power Automate
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Visualize results in Power BI
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Integrate deeply with Dynamics 365
Step-by-Step: How to Create a Customer Voice Survey
🔹 Step 1: Sign In to Customer Voice
Head to https://customervoice.microsoft.com and log in using your Microsoft 365 work account. Customer Voice is included with select Dynamics 365 plans or available as an add-on.
🔹 Step 2: Start a New Project
Click “+ New Project”, name your project, and choose a template or start from blank.
💡 Tip: Use one project to manage multiple Customer Voice surveys related to the same workflow or client experience.
🔹 Step 3: Add a Customer Voice Survey
Inside the project, click “+ New Survey”. Use the drag-and-drop builder to begin creating your Customer Voice survey.
🔹 Step 4: Add and Customize Questions
Choose from:
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Choice
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Text
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Rating
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Date
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Likert
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Net Promoter Score (NPS)
✅ Example: Use a Rating question to ask, “How would you rate your onboarding experience?”
🔹 Step 5: Use Branching Logic
Guide users to different follow-up questions based on their answers.
✅ Example: If a customer selects “Dissatisfied,” your Customer Voice survey can display follow-up questions to learn why.
🔹 Step 6: Brand Your Customer Voice Survey
On the righthand side, open the “customization” tab to customize your theme:
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Add your logo
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Use brand colors
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Adjust layout and background
🎨 This ensures every Customer Voice survey looks professional and consistent.
🔹 Step 7: Preview Before Sending
Click “Preview” in the upper right hand corner to test the survey experience on both desktop and mobile devices. Confirm logic, layout, and usability.
🔹 Step 8: Automate with Power Automate
Connect your Customer Voice survey to workflows. Example automations:
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Send a follow-up thank-you email
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Trigger alerts for negative feedback
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Create tasks in Dynamics 365
✅ Example: Send a survey after a case closes. If feedback is poor, auto-create a follow-up task in CRM.
🔹 Step 9: Send Your Customer Voice Survey
In the Send tab, choose how to distribute:
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Email
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Direct link
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QR code
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Embed code
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Microsoft Teams
✅ Example: Automate survey delivery after service interactions using Power Automate and Dynamics 365.
🔹 Step 10: Track and Analyze Survey Responses
Monitor responses in real time from the Responses tab. For deeper insights, build dashboards in Power BI using your Customer Voice survey data.
Real-World Examples of Customer Voice Surveys
🔸 Post-Implementation Feedback
After completing a Dynamics 365 project, a business consulting firm sends a Customer Voice survey to collect feedback on the implementation experience. This helps the firm identify improvements and supports content creation for case studies.
🔸 Internal Project Collaboration
Here at enCloud9, we use Customer Voice surveys internally. When a consultant finishes a client project, we send them a survey to gather key results and challenges. This helps our marketing team write accurate and compelling success stories, while reducing back-and-forth emails.
🔸 Customer Satisfaction (CSAT)
An IT company sends a Customer Voice survey after resolving support cases. Poor responses trigger manager review workflows in Power Automate.
🔸 Net Promoter Score (NPS)
A SaaS company sends a recurring Customer Voice survey to measure NPS. Promoters are routed to a referral campaign; detractors are escalated for retention.
🔸 Product Feedback
After releasing a new feature, a product team uses a Customer Voice survey to gather early user reactions. Insights are used to shape future development priorities.
🔸 Employee Experience
HR teams use Customer Voice surveys to check employee engagement. Results are analyzed in Power BI and presented to leadership.
Whether it’s post-implementation feedback, internal collaboration, or customer retention—you don’t have to build it alone.
See how enCloud9 can tailor Customer Voice surveys to your needs.
Final Thoughts on Customer Voice Surveys
A Customer Voice survey is more than a form—it’s a strategic tool for collecting insights, triggering action, and closing the feedback loop. Whether you’re working with customers, employees, or internal teams, it helps you understand what’s working and what needs improvement. Visit Microsoft Learn for directions on sending a Customer Voice Survey.
To dive deeper into automating surveys and turning feedback into action, check out this article on mastering Customer Voice survey automation in Dynamics 365.
About enCloud9
At enCloud9, we specialize in helping businesses like yours get the most out of Microsoft Dynamics 365. Whether you need to streamline your sales processes, enhance customer service, or gain actionable insights from customer feedback, our team of experts is here to guide you every step of the way.
We offer a full range of services, including:
As a trusted Microsoft Solutions Partner, we’ve helped organizations across industries improve their operations, boost efficiency, and make smarter business decisions with Dynamics 365.
👉 Ready to take the next step?
Contact enCloud9 today to discover how we can help you turn insights into action and drive measurable growth.
