Employee feedback collection and escalation

Purpose

  1.1. Collect employee feedback systematically, ensuring continuous improvement and employee engagement across all airport facilities.
  1.2. Detect and escalate unresolved or high-priority issues to HR, management, or compliance teams for rapid resolution.
  1.3. Support multi-channel feedback intake (email, SMS, webform, chat) with automated routing and escalation workflows.
  1.4. Enable historical tracking, analytics, and compliance reporting to improve corporate processes and workplace satisfaction.

Trigger Conditions

  2.1. Submission of feedback by employee via specified channels (form, chat, email, SMS).
  2.2. Feedback keywords indicating urgency or complaint.
  2.3. Non-response or unresolved feedback within predefined SLAs.
  2.4. Direct escalation requests by employees or periodic auto-collection campaigns.

Platform Variants

  3.1. Microsoft Forms
    • Feature/Setting: Webform creation, webhook for submission events, route data to automation endpoint.

  3.2. Google Forms
    • Feature/Setting: Form submit trigger, use Google Sheets API for response extraction, send updates to workflow.

  3.3. Typeform
    • Feature/Setting: Real-time webhook for new responses, custom thank-you messaging, direct export.

  3.4. Twilio SMS
    • Feature/Setting: Inbound SMS webhook, parse message content, trigger workflow escalation by keyword.

  3.5. Slack
    • Feature/Setting: Dedicated feedback channel, use Events API to catch new messages, bot notifications.

  3.6. Microsoft Teams
    • Feature/Setting: Integration via webhook or Teams Bot, channel message monitoring, send escalation notifications.

  3.7. Zendesk
    • Feature/Setting: Ticket API for feedback logging, trigger rule-based escalations.

  3.8. ServiceNow
    • Feature/Setting: Incident Management API, auto-create feedback incidents, escalate with workflow rules.

  3.9. Salesforce
    • Feature/Setting: Case object automation, auto-assign and escalate via Process Builder.

  3.10. Jira Service Management
    • Feature/Setting: Issue Collector or REST API, auto-escalate tickets with priority workflows.

  3.11. Microsoft Outlook
    • Feature/Setting: Monitor feedback mailbox, trigger flow on new unread mail using Graph API.

  3.12. Gmail
    • Feature/Setting: Gmail API, filter for feedback subject, push to processing workflow.

  3.13. Zapier
    • Feature/Setting: Multi-app triggers, filter/sort, trigger escalation to chosen endpoint.

  3.14. Make
    • Feature/Setting: Scenario builder, automate multi-step escalation logic across apps.

  3.15. HubSpot
    • Feature/Setting: Feedback surveys, workflow triggers, API-based ticket escalation.

  3.16. SurveyMonkey
    • Feature/Setting: Webhook for new responses, auto-tag urgent replies, escalate via integration.

  3.17. Freshdesk
    • Feature/Setting: Feedback ticket auto-generation, SLA-based escalations, feedback reporting API.

  3.18. Zoho Desk
    • Feature/Setting: Feedback form API, auto-escalate based on status/priority.

  3.19. Intercom
    • Feature/Setting: Feedback capture via chat, escalate high-priority conversations API.

  3.20. Asana
    • Feature/Setting: Tasks auto-created for feedback, escalate overdue unresolved feedback.

Benefits

  4.1. Increases visibility of employee concerns, ensuring rapid response.
  4.2. Reduces manual effort and time to confirmation or resolution.
  4.3. Standardizes escalation and SLA tracking for compliance and HR audits.
  4.4. Supports continuous improvement with analytics and feedback trend reporting.
  4.5. Ensures multi-channel access for employees, maximizing engagement and feedback rates.