Dynamics 365 Customer Voice
Experience management software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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Pay-as-you-go
Free Trial unavailableFree version unavailable
Small
Medium
Large
- Public sector and nonprofit organizations
- Banking and insurance
- Manufacturing
What is Dynamics 365 Customer Voice
Dynamics 365 Customer Voice is an experience management tool for creating and distributing surveys and collecting customer feedback across channels such as email, web links, and QR codes. It is used by customer experience, service, and marketing teams to measure satisfaction and capture structured feedback tied to customer interactions. The product integrates with Microsoft Dynamics 365 and Microsoft 365 to connect responses to customer records and workflows. It also supports basic analytics and follow-up actions through Microsoft’s platform services.
Native Microsoft ecosystem integration
Customer Voice connects tightly with Dynamics 365 applications and Dataverse, which helps teams associate feedback with accounts, contacts, cases, or journeys. It can be embedded into existing Microsoft workflows and reporting patterns, reducing the need for custom connectors. Organizations already standardized on Microsoft identity and administration can manage access using familiar controls. This integration focus is a practical differentiator versus tools that require more third-party plumbing to link feedback to CRM records.
Survey and distribution flexibility
The product supports common survey patterns such as CSAT/NPS-style questionnaires, transactional surveys, and ad-hoc research surveys. Distribution options (e.g., email invitations, links, and QR codes) make it usable for both digital and in-person touchpoints. Templates and branching logic help teams build surveys without extensive technical work. These capabilities cover many baseline experience-measurement use cases in a single tool.
Operational follow-up via workflows
Feedback can be routed into Dynamics 365 processes so teams can create tasks, cases, or follow-up actions based on responses. This supports closed-loop feedback programs where negative responses trigger outreach or service recovery. Using Dataverse and Microsoft automation options can standardize how feedback becomes work items. For organizations prioritizing operationalization over standalone research, this linkage is a concrete strength.
Best fit for Microsoft shops
The product’s strongest value appears when an organization already uses Dynamics 365 and Dataverse as system-of-record components. In non-Microsoft CRM environments, teams may need additional integration work to achieve the same level of record linkage and automation. This can increase implementation effort compared with platforms designed to be CRM-agnostic out of the box. As a result, cross-stack deployments may face higher total configuration overhead.
Advanced XM depth may vary
Compared with specialized experience management suites, some advanced research and analytics capabilities (e.g., complex sampling, advanced text analytics, or sophisticated program governance) may require additional Microsoft services or custom work. Teams running large-scale, multi-program VoC initiatives may find gaps depending on their methodology requirements. Reporting and insight workflows can depend on how extensively the organization uses Microsoft’s broader analytics stack. This can make capability maturity uneven across deployments.
Licensing and packaging complexity
Customer Voice is commonly purchased and used as part of broader Dynamics 365 licensing and may be subject to tenant, capacity, or feature entitlements. Organizations can encounter complexity in understanding what is included versus what requires add-ons or additional Microsoft services. This can slow procurement and complicate cost forecasting for expanding programs. Buyers often need careful license validation during scoping.
Plan & Pricing
Pricing model: Pay-as-you-go Free tier/trial: See notes Details & notes:
- A tenant with select Dynamics 365 enterprise products is allocated 2,000 survey responses per month at the tenant level (included). cite
- Additional response capacity is sold in bundles: $100 for 1,000 responses per month (Dynamics 365 Customer Additional Responses). Purchaseable via the Microsoft 365 admin center; payment can be monthly or yearly (capacity calculated annually). cite
- The Dynamics 365 Customer Voice licensing model measures capacity at the tenant level (responses received per month); invitations are not counted. Unused responses do not carry forward to the next year. cite
- The product listing is available on Microsoft Marketplace/AppSource for Dynamics 365 Customer Voice. cite
Seller details
Microsoft Corporation
Redmond, Washington, United States
1975
Public
https://www.microsoft.com/
https://x.com/Microsoft
https://www.linkedin.com/company/microsoft/
