Dynamics Business Solutions
Microsoft Dynamics 365 – Customer Voice

Microsoft Dynamics 365 Customer Voice is the enterprise feedback management solution that helps organizations capture, analyze, and act on customer opinions in real time. It connects survey data directly with Dynamics 365 applications, providing a unified view of customer satisfaction and experience across all touchpoints. By combining automation, analytics, and integration, Customer Voice empowers businesses to listen actively and respond effectively to customer needs.

What’s special about Microsoft Dynamics 365 Customer Voice?

  • Real-time feedback collection through customizable surveys, templates, and projects.
  • Deep integration with Dynamics 365 Sales, Customer Service, and Customer Insights for end-to-end visibility.
  • Support for CSAT, NPS, and sentiment analysis with prebuilt metrics and dashboards.
  • Ability to prefill responses based on known customer data and automate reminders for non-responses.
  • Over-survey protection to control survey frequency and avoid fatigue.
  • Power Automate integration to trigger workflows based on responses and sentiment.
  • Enterprise-level governance, security, and data storage on Microsoft Dataverse.
  • Rich analytics and visualization through Power BI for actionable insights.

Key Capabilities

  • Survey Creation & Templates: Build branded, multilingual surveys using ready-to-use templates and question libraries.
  • Distribution & Channels: Send surveys via email, embed them in portals, share links, or use QR codes.
  • Feedback Automation: Use Power Automate to trigger surveys after key customer interactions (e.g., case closure or order delivery).
  • Metrics & Analytics: Track CSAT, NPS, and sentiment automatically, and view results in interactive dashboards.
  • Prefill & Personalization: Prepopulate answers with existing customer data for a smoother experience.
  • Reminders & Follow-Ups: Automatically send reminders to participants who haven’t responded.
  • Integration with Dynamics 365: Link feedback directly to customer records, cases, or opportunities.
  • Data Security & Compliance: Manage data safely under Microsoft Dataverse with full GDPR and ISO compliance.

Business Impact

  • Enhance customer satisfaction and loyalty through continuous feedback collection.
  • Close the feedback loop by linking responses to business workflows and actions.
  • Empower teams to make informed decisions using real-time sentiment and trend analysis.
  • Identify service gaps, product issues, and emerging opportunities early.
  • Reduce churn and improve brand perception through proactive response strategies.
  • Align customer insights across departments for a unified view of experience quality.

Bottom line

Microsoft Dynamics 365 Customer Voice transforms feedback into measurable business value. By integrating surveys, analytics, and automation, DBS helps organizations capture the true voice of their customers enabling data-driven improvements, stronger relationships, and smarter decisions.

How can we help?

Contact a Dynamics 365 sales representative.

  • See a live demo.
  • Set up a free trial.
  • Get answers and expert guidance.
  • Start transforming your business processes.

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