CRM Software Survey Template
This CRM software survey asks employees about everyday work in an existing customer relationship management system. Review record lookup, updates, handoffs, and support to decide where to improve the workflow.
This CRM software survey asks employees about everyday work in an existing customer relationship management system. Review record lookup, updates, handoffs, and support to decide where to improve the workflow.
A CRM can hold plenty of information and still make routine work harder than it needs to be. Ask users where the process breaks down before deciding whether the answer is training, clearer ownership, better data, or a system change. This SurveyLegend questionnaire keeps those possibilities separate.
When to use this survey
Use this survey after users have had a chance to perform their normal work in an established CRM or after a rollout has settled into regular use. Invite people who are expected to use the system, including those who did not use it during the review period. For choosing a tool after a controlled trial, use the software evaluation template instead.
7 questions for your crm software survey
Think about the CRM named above during the stated two-workweek period. Answer from your own work experience and select the not-used options where needed. Every question is optional. Do not include customer details, login information or confidential records.
A little feedback. A clearer picture.
Explore this 7-question example at your own pace. Every question is optional.
CRM Software Survey
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Customize your crm software survey
Name the work period and use the term employees recognize for the CRM. If some roles only view records, retain options for tasks they did not try. Distinguish sales, service, and account-management workflows through separate invitations when groups are large enough for useful reporting. Avoid leading questions that blame users for low adoption or assume a new system is easier.
Printable crm software survey
Use the printable version in a facilitated workflow review where staff prefer to write privately before discussion. Provide a return route that avoids passing answers around the team. Keep paper feedback separate until an agreed review or entry process combines it.
Download CRM Software Survey Template (PDF) Create this survey with AI
The prompt below includes the crm software survey questions and response settings. Copy this prompt into an AI assistant to draft the questions. Review the draft, then build and customize the survey in SurveyLegend before sharing.
Copy the prompt into an AI assistant to draft the questions, then build your survey in SurveyLegend.
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How to use the answers
Read use frequency first, then examine the experience items among people who attempted each task. Do not label a nonuser resistant without understanding their role and access. A frequent lookup problem with few update problems suggests a different investigation from repeated handoff ambiguity. Review missing-data concerns with the data owner, without copying customer records into survey reports. Code the task examples using open-ended data principles and assign one problem owner, proposed change, and follow-up date. These responses identify perceived barriers; they do not independently verify security, system availability, revenue or productivity.
Research connection: Sharif and Irani’s 2008 conference paper describes “user requirements and experiences” in its abstract for a CRM case study in financial services. The CRM adoption study draws attention to the connection between customer information and business processes. SurveyLegend applies that perspective through task-specific questions about records and handoffs. This is one historical sector-specific case, not evidence about today’s software vendors, and the original questionnaire here is not a validated adoption scale.
Frequently asked questions
Is this survey for customers or employees?
Employees and other authorized internal users answer this version. Customers usually cannot evaluate internal record maintenance or handoffs.
Should low usage count as a bad score?
No. Some roles use the CRM less often, and access or task assignments may explain nonuse. Keep frequency descriptive and investigate context before acting.
Can this decide whether to replace the CRM?
It can identify problems to investigate. A replacement decision also needs requirements, cost, migration, integration and security review, plus a suitable comparison of alternatives.
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