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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Best method for survey...
Customer experience | Sales, Customer Insights,...
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Best method for surveys in Dynamics 365 — Customer Voice vs Real-Time Marketing Form?

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Posted on by jseb04 35

Hi everyone,

I’m trying to decide on the best approach to send surveys and store the information for each customer inside Dynamics 365. I see two options and would love some feedback.

Option 1 — Customer Voice Survey Project

Using Customer Voice to create the survey and send it directly.

Pros:

  • Purpose-built survey tool

  • Strong analytics dashboard

  • Easy response tracking

  • Automatically links answers to Contacts

Questions:

  • Is Customer Voice still the preferred way when using Real-Time Marketing?

  • Are there limitations if I avoid Power Automate?

Option 2 — Real-Time Marketing Form (instead of Customer Voice)

Using a Real-Time Marketing form to collect responses, and sending it through a Real-Time Journey. Example https://www.ameyholden.com/articles/customer-voice-survey-variables-dynamics-365-real-time-marketing

Pros:

  • Everything stays inside RTM (no separate CV interface)

  • Forms can save data directly into a custom table

  • Can trigger follow-up journeys based on responses

  • Compatible with consent management

Questions:

  • Are RTM forms suitable for full surveys (multiple questions, ratings, etc.)?

  • Any UI/UX limitations compared to Customer Voice?

  • What’s the best way to structure a Dataverse table so each submission links back to the correct Contact (ex: lookup to Contact + lookup to Case/Registration/etc.)?

  • Does RTM provide any built-in reporting for form responses?

My goal

  • Send a satisfaction survey

  • Track a history of responses for each customer

  • Store all results inside Dataverse

  • Avoid extra Power Automate flows if possible

  • Keep everything inside Real-Time Marketing if it makes sense

If you’ve implemented either method, which approach gave you better tracking, better analytics, and easier automation?

Thanks for your help!

Categories:
Dynamics 365 Customer Insights - Journeys
Dynamics 365 Customer Insights - Data
Microsoft Dynamics CRM
Dynamics 365 Customer Voice
I have the same question (0)
  • Suggested answer
    #ManoVerse Profile Picture
    #ManoVerse 420 on at
    Best method for surveys in Dynamics 365 — Customer Voice vs Real-Time Marketing Form?
    I have used the customer voice survey and your goal fully served by that Why?
    Purpose-built for surveys with rich question types, ratings, and branching logic and natively integrates with Dynamics 365 so responses automatically link to Contacts and Cases. It provides out-of-the-box analytics and dashboards without extra setup requires minimal Power Automate since most linking and tracking works natively.
     
    Real Time Marketing Forms great for sample feedback or lead capture but not ideal for full surveys  as it has limited UI/UX for multi-question layouts. It wont have  built-in survey analytics; you will  need custom tables and Power BI for reporting. Good for triggering journeys based on single responses, but less efficient for detailed survey history.
     
    I would recommend to use Use Customer Voice for surveys and analytics for your goal.
    Use RTM for marketing automation and follow-up journeys. Avoid building full surveys in RTM forms , they’re better for single-question feedback.
  • CU26111351-0 Profile Picture
    CU26111351-0 2 on at
    Best method for surveys in Dynamics 365 — Customer Voice vs Real-Time Marketing Form?
    You’re aiming to send a satisfaction survey, track each customer’s response history, and store all results in Dataverse ideally without relying on additional Power Automate flows. If possible, you’d also like to keep the entire process within Real-Time Marketing. You’re interested in hearing from anyone who has implemented either approach and can share which method provided better tracking, stronger analytics, and simpler automation. Thanks in advance for Drift Boss the insights!
  • Verified answer
    Megan V. Walker Profile Picture
    Megan V. Walker 1,841 Most Valuable Professional on at
    Best method for surveys in Dynamics 365 — Customer Voice vs Real-Time Marketing Form?
    @jseb04 - you are right to consider both, but actually I think your best approach is doing a combination rather than 1 or the other. So use Customer Voice, but send out your emails to request feedback using Realtime Journeys. If you go the approach JUST with Customer Voice, you will potentially struggle to link responses to anything other than a Contact record. If you go the approach JUST with Realtime marketing forms, you will struggle with limitations on the type of questions you can ask and the feedback you can gather.
     
    However, you are unlikely to be able to do much in way of linking things unless you delve in to Power Automate. If you just send emails and use the out of the box integration with Realtime Journeys and Customer Voice, you will find that your responses are linked to the Contact only, which isn't so helpful if you want to capture feedback about a case for example. Also, the responses within Customer Voice itself show as Marketing respondent rather than the actual Contact name (or it used to): Updating D365 Customer Voice Marketing Respondents In D365 Marketing
     
    Along with the post you found from Amey, you might want to consider what happens if you have a Journey and want to take someone out of it if they do fill out your survey but have linked it to a Case, then you would need to also use Power Automate for something like this: Exit Customer Voice Survey Respondents From Journeys
     
    So, short answer, use both Customer Voice AND Realtime Journeys. Longer answer, you would really be likely to need Power Automate pretty quickly if your requirements warrant something more sophisticated than what out of the box can give you. 
     
     
     

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