Automated satisfaction surveys and NPS measurement

Purpose

1.1. Automate the collection of post-session feedback and Net Promoter Score (NPS) from counseling clients.
1.2. Centralize and automate satisfaction data to identify service improvement opportunities.
1.3. Automate follow-up communication based on survey results to increase engagement and retention.
1.4. Enable automated trend detection and root cause analysis for persistent issues in client satisfaction.
1.5. Automate escalation of dissatisfied responses to management or care specialists.
1.6. Reduce manual effort for staff, optimize engagement time, and automate reporting frequency for compliance or accreditation.

Trigger Conditions

2.1. Session marked as completed in Electronic Health Record (EHR) or appointment tool.
2.2. Specified time after session or program conclusion (e.g., 24 hours post-session).
2.3. Client reaches program milestone or exits service.
2.4. Manually triggered by counselor or admin for individual case follow-up.
2.5. Scheduled bulk automations (e.g., monthly cohort surveys).
2.6. Recurrence for ongoing NPS measurement (quarterly/annually).

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Automate SMS survey sending using Twilio Messaging API; configure Sender ID, message template (JSON), and webhook for replies.
3.2. SendGrid
• Feature/Setting: Automate satisfaction survey dissemination via SendGrid Email API; set dynamic email templates and event webhooks for response tracking.
3.3. SurveyMonkey
• Feature/Setting: Automate survey invitations via SurveyMonkey API (CreateCollector, SendCollectorMessages); automate response data pulls with GET /v3/surveys/{id}/responses/bulk.
3.4. Google Forms
• Feature/Setting: Automate survey link sending using Gmail API; prefill respondent details via URL parameters; automate response collection via Google Sheets API.
3.5. HubSpot
• Feature/Setting: Automate survey workflows with HubSpot Workflows API; use Feedback Surveys module; triggers based on contact properties.
3.6. Salesforce
• Feature/Setting: Automate survey sending using Salesforce Surveys and Process Builder flows; configure post-session triggers in Health Cloud.
3.7. Typeform
• Feature/Setting: Automate form invitations using Typeform Responses API; collect and aggregate data with Webhooks v2.
3.8. Zoho Survey
• Feature/Setting: Automate survey mail-outs using Zoho Survey API (SendSurvey); automate reminders and exports.
3.9. Mailchimp
• Feature/Setting: Automate segmented survey campaigns using Mailchimp Marketing API; automate trigger and audience creation.
3.10. Microsoft Forms
• Feature/Setting: Automate survey link dispatch using Microsoft Graph API to Teams or Outlook; automate response processing via Power Automate.
3.11. Slack
• Feature/Setting: Automate direct survey messages using Slack API chat.postMessage, use interactive forms for NPS.
3.12. WhatsApp Business API
• Feature/Setting: Automate survey message flows via WhatsApp API templated messages and webhook replies.
3.13. Intercom
• Feature/Setting: Automate satisfaction survey bots in Intercom using Custom Bots and Messages API; automate tagging and follow-up.
3.14. Zendesk
• Feature/Setting: Automate post-ticket surveys via Zendesk Triggers and Satisfaction Survey API; results processing automation via Webhooks.
3.15. ActiveCampaign
• Feature/Setting: Automate survey deployment using ActiveCampaign Automations with CX Automation API.
3.16. Qualtrics
• Feature/Setting: Automate NPS survey distribution using Qualtrics XM Directory and API (CreateContact, CreateDistribution); automate triggered surveys.
3.17. Jotform
• Feature/Setting: Automate survey notification flows with Jotform Webhooks and API; automation of data export to CRM.
3.18. Bitrix24
• Feature/Setting: Automate form/survey via Bitrix24 CRM Automation Rules and REST API; automates post-session engagement.
3.19. Freshdesk
• Feature/Setting: Automate customer satisfaction automations using Freshdesk Survey Automation and Webhooks.
3.20. Airtable
• Feature/Setting: Automate feedback database using Airtable Forms and API; automate reminder flows triggered by new session entries.

Benefits

4.1. Automates the full post-engagement feedback loop, increasing data reliability and speed.
4.2. Automator reduces manual workload for counselors and admins.
4.3. Automatedly uncovers actionable insights for improved counseling efficacy.
4.4. Automate escalation procedures, ensuring rapid response to negative feedback.
4.5. Enhances compliance by automating documentation and reporting of satisfaction metrics.
4.6. Automating survey outreach boosts response rates and ensures consistent engagement.
4.7. Allows automatable integration with analytics and reporting tools for deeper business intelligence.
4.8. Automates NPS calculation and longitudinal tracking for ongoing service optimization.
4.9. Improves client retention via automation of follow-up tailored to satisfaction scores.
4.10. Automates the closure of feedback loops for individual and cohort cases.