Tip #978: Limitations in Voice of the Customer

Voice of the Customer is a great solution for customer surveys, offering a wide variety of survey question types. But before you deploy it, it is important to understand the limitations and validate that the way you are going to use it fits the tool.

Licensing: Full Voice of the Customer capabilities are licensed with Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service and Dynamics 365 for Project Service Automation, or Enterprise Plan licenses. Users with other license types can respond to surveys, but they cannot create or edit surveys.

Number of published surveys: Voice of the Customer is limited to 200 published surveys at one time. Need more surveys? Expire some of your active surveys.

Number of questions: Voice of the Customer limits surveys to 250 questions. If you try to add question 251, it will stop you. I have to ask, if you are trying to build a 300 question survey, why would you do that to your customers?

Maximum number of responses: Voice of the Customer leverages Azure to host the surveys and capture responses. Dynamics polls Azure for responses, and brings them into Dynamics. This polling is limited to 2,400 responses per day. So what happens if you get 2,500 responses to a survey in a single day? 2,400 will come in, 100 will remain in Azure until tomorrow. There is a 1,000,000 limit to how many responses can be stored on Azure. If you reach that limit (not counting the responses that have been moved to Dynamics), your customers will be unable to submit responses until that the total stored on Azure is lower than 1,000,000.

The takeaway is that you need to do some mental math before you roll out Voice of the Customer. 2,400 and 1,000,000 sound like a lot, and for the average company that uses Dynamics, they likely will not hit these limits. But once you get multiple surveys going, there is a chance you may hit these limits.

If you need higher volume survey capabilities, consider a third party integrated tool like ClickDimensions.

Going to CRMUG Summit in Nashville? James Bowen and I will be leading a session called How to make Voice of the Customer Better Than Survey Monkey.

17 thoughts on “Tip #978: Limitations in Voice of the Customer

  1. Julia Streatfield says:

    Hi

    Good tips for anyone thinking of using VoC.

    I have a more technical requirement that I’m not finding any answer for and I hope you are able to help! Our surveys department require all respondents to select their main industry from a list. I’ve used single response question and tried to enter all the required values as potential answers but there appears to be a limit on how many rows/number of characters you can put into a single response question? Any thoughts on how I can over come this please? If there is no way to overcome this issue we won’t be able to go forward with Voc which will be very disappointing.
    Hope you can help!
    Many thanks
    Julia

    • Joel Lindstrom says:

      I don’t know the limit, but if you hit the limit with a single response option control, you could add an “other” option and use response conditions to conditionally show an additional industry question with the rest of the list.
      https://survivingcrm.com/2016/03/voice-of-the-customer-conditional-questions/.
      Maybe you should have them select industry category, then conditionally show selection for specific industry code within the category.

      • April Delsing says:

        Can you have unlimited number of options for a survey question? For example, I would like the recipient of the survey to be able to select from a list of 220+ options, but I would want it sustainable in case the values change overtime. So could the survey question pull in a custom entity for the option set?

        Also, another question I have, can you create an opportunity based on a submission automatically? Or do you need to create a workflow to kick off an opportunity?

  2. Salman says:

    can we use VOC with Dynamics 365 On-Premise? if so do we still need to have Azure and integration with Azure?

  3. Sean says:

    can VOC be sent through two different portals but coming from one database , i.e a survey sent to external customers and then a survey sent to internal units from one database

    • Joel Lindstrom says:

      VOC isn’t sent through portals–it is a solution in D365. It is included in D365 for Marketing, but the surveys are still configured through Dynamics. You could put different surveys in different portals.
      and BTW you should be looking at forms pro–voc doesn’t have a future.

  4. sravan says:

    Hi,

    I have a doubt how can we restrict multiple feedbacks from same person for same survey?

  5. David says:

    Hi,
    Really great post, I m currently thinking to use Survey on one of my projects but based on what I read and saw in the system I m not sure it will cover my requirements, maybe you will be able to confirm.

    What I need to create is a survey that a crm user will use when he will visit a potential customer to ask him some question and then based on a scoring on the different question, be able to know what he need to do next (continue to work on the prospect, do more research,..)

    So here this Survey would not be send to a customer but directly used in d365 by a user.

    I have a doubt but do you know if VOC could be used to archive that ? If not do you know if something else in the system could be used ?

    Many thanks

    • Joel Lindstrom says:

      No VOC would not be optimal for that. Survey responses in voc can only be linked to contact accounts or leads. For people on Dynamics I would use any number of solutions befornvoc, such as a custom entity, forms pro. Or a power app

  6. Debbie Hanneman says:

    Is it possible to validate a response? For instance, if the contact enters a Service Event Number, is it possible to do a custom workflow or something similar to validate that the event number they typed in is really a legit number? I have researched for hours and have been unable to come up with anything.

    I know it can only be linked to contact, account or leads so not sure this is even possible since it would be the service event entity needed to make sure the number is legit. Thanks in advance!

    • Joel Lindstrom says:

      You could with Flow. Have the Flow run on create of a survey response. Flow is great for these type of “does X = Y” kind of things.
      Then you need to decide what action you want to take if it isn’t a valid number.

  7. Dan Foster says:

    Great post and the site I have returned to a few times for other tips. Today I am trying to understand the security roles around voice of the customer. I have a client who needs to be able to create survey activities and then access the link provided to conduct the survey with a contact. It is the way they do what they do but at present I cannot figure which security role to grant them so they have access to the parts, apart from the survey administrator. Of the four other roles, do you know of any place to find a break down of what the roles are and what they do?

    Thank you,

    Dan

    • Joel Lindstrom says:

      You really don’t want to use it for that–it’s not designed for internal users to use–the relationship to the customer is set by the id in the link generated from an email template.

      Do yourself a favor and use forms pro, or if it is a form you need authentication to, make a simple survey powerapp.

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