SuiteFeedback is a powerful customer feedback management tool integrated with NetSuite ERP. This guide will walk you through the installation and setup process to ensure a smooth implementation.
1. Install SuiteFeedback in NetSuite
Step 1: Navigate to SuiteBundler
Log in to NetSuite with an Administrator role.
Go to Customization > SuiteBundler > Search & Install Bundles.
Click New to search for a bundle.
Type "SuiteFeedback" in the search bar and press Enter.
Locate the SuiteFeedback bundle and click Install.
Step 2: Confirm Installation
Monitor the installation by navigating to Customization > SuiteBundler > Installed Bundles.
Once installed, SuiteFeedback will be visible in the list of installed bundles.
2. Setup SuiteFeedback for Customer Access
Step 1: Assign a SuiteFeedback Domain URL
Go to Setup > Company > General Preferences.
Scroll to the Custom Preferences section.
Locate SuiteFeedback URL and enter the provided domain.
Step 2: Set the Master Password
In Custom Preferences, find SuiteFeedback Master Password.
Set a strong master password for secure access.
Step 3: Verify Customer Access
Test the SuiteFeedback URL to ensure customers can access surveys.
Use the master password for login verification.
3. Configure User Access & Roles
Navigate to Setup > Users/Roles > Manage Roles.
Assign permissions to SuiteFeedback users:
Customization Permissions (for workflow & survey triggers).
SuiteFeedback Permissions (for survey management & analytics).
4. Create a Survey in SuiteFeedback
Step 1: Create a New Survey
Navigate to Feedback > CX Survey > New.
Select the type of survey (e.g., NPS, CSAT, CES).
Customize survey questions:
For NPS: "How likely are you to recommend us?" (Scale: 0–10)
For CSAT: "How satisfied were you with your experience?" (Scale: 1–5)
For CES: "How easy was it to resolve your issue?" (Scale: Very Easy - Very Difficult)
Save and publish the survey.
Step 2: Test the Survey
Go to Feedback > Settings > Test Responses.
Send a test response to ensure the survey functions properly.
5. Set Up Automated Survey Triggers
Step 1: Enable Automated Survey Triggers
Surveys can be automatically sent based on transactions, customer interactions, or scheduled intervals.
Step 2: Create a Workflow for Transaction-Based Surveys
Navigate to Customization > Workflow > Workflows.
Click New Workflow and configure:
Name:
SuiteFeedback - Invoice SurveyRecord Type:
TransactionSubtypes:
InvoiceStatus:
TestingExecution Frequency:
Daily
Define conditions to trigger the survey (e.g., when an invoice is created or a case is closed).
Step 3: Define Save Search Criteria
Go to Reports > Saved Searches > All Saved Searches.
Create a new saved search with the following criteria:
Title:
SuiteFeedback - transactions - free trialType:
InvoiceCriteria:
Main Line: TrueDate Created: 7 days agoSuiteFeedback Send ID: Empty
Save and verify that the correct transactions match the criteria.
6. Test & Verify Setup
Ensure that surveys are automatically triggered upon workflow execution.
Check SuiteFeedback Analytics to confirm survey responses are recorded.
Adjust workflow settings if surveys are not being sent correctly.
7. Troubleshooting Common Issues
Issue | Solution |
SuiteFeedback bundle not working in Sandbox | Add a new user to SuiteFeedback. |
Surveys are not sending | Verify workflow conditions and saved search criteria. |
Need a language change | A second SuiteFeedback user may be required for language-specific modifications. |
8. Next Steps
Train users on creating and managing surveys.
Set up dashboard reports to track feedback.
Use NPS, CSAT, and CES metrics to analyze customer responses.
For further assistance, reach out to SuiteFeedback Support or consult the NetSuite Admin Documentation.