Customer satisfaction surveys post-travel

Purpose

1.1. Optimize post-travel customer follow-up by automatically sending satisfaction surveys, enabling systematic, high-volume feedback collection.
1.2. Enhance service quality, resolve potential issues, and strengthen customer loyalty using frequent, actionable insights gathered post-journey.
1.3. Aggregate and analyze survey data to inform operational improvements and marketing strategies for airline ticketing services.
1.4. Boost engagement and encourage repeat purchases through tailored offers based on survey responses.

Trigger Conditions

2.1. Completion of customer’s flight itinerary (detected via booking system or departure date/time).
2.2. Closed ticket status in CRM after travel completion.
2.3. Receipt of flight completion event via flight tracking API.
2.4. Scheduled time delay (e.g., 12-48 hours post-final flight segment).

Platform variants

3.1. Salesforce
• Feature/Setting: Flow automation – Configure "Process Builder" to trigger task on record update, send survey via "Email Alert" linked to marketing cloud.

3.2. Twilio SMS
• Feature/Setting: Configure Programmable Messaging API, set automated webhook for SMS survey dispatch when journey status changes to 'completed'.

3.3. SendGrid
• Feature/Setting: Transactional Templates, use "Dynamic Templates" and trigger via API after flight completion, personalize with journey details.

3.4. HubSpot
• Feature/Setting: Workflow automation, connect Ticket properties to "Survey Email" tasks; trigger emails using "Customer Feedback Survey" workflow.

3.5. Zoho CRM
• Feature/Setting: Automation Rules, schedule "Workflow Rule" for survey email when booking status is 'Completed'.

3.6. SurveyMonkey
• Feature/Setting: 'Automate Surveys' API, push survey email or link when customer completes travel record in connected system.

3.7. Google Forms (via Gmail/Sheets)
• Feature/Setting: Apps Script trigger, uses "onChange" in Sheets to send Forms link to customer email post-trip.

3.8. Microsoft Power Automate
• Feature/Setting: Flow template using "Recurrence + Outlook Send Email + Forms", initiate survey blast from trip data in Excel table.

3.9. Mailchimp
• Feature/Setting: Customer Journey Builder, automated email sent from segment with ‘Trip End Date’ condition.

3.10. Intercom
• Feature/Setting: "Post-Event Messages", trigger automated in-app or email survey after booking status updates.

3.11. Freshdesk
• Feature/Setting: "Automations" on ticket resolution, trigger satisfaction survey via email or SMS integration.

3.12. Typeform
• Feature/Setting: "Webhooks" or API, dispatch personalized survey URL via transactional email after event log trigger.

3.13. Zendesk
• Feature/Setting: "Triggers and Automations", configure CSAT survey template when ticket marked as ‘closed’.

3.14. ActiveCampaign
• Feature/Setting: "Automations", initiate survey campaign once custom 'trip completed' field updates.

3.15. Klaviyo
• Feature/Setting: "Flows", set a custom ‘Travel Completed’ event to automatically send survey email.

3.16. Aircall
• Feature/Setting: Webhooks with post-call triggers, send SMS or email survey after support call closing post-journey.

3.17. Qualtrics
• Feature/Setting: Automated distribution via "Contacts API" after passenger status changes in CRM system.

3.18. Customer.io
• Feature/Setting: "Event-triggered Campaigns", use booked-flight end event for survey delivery.

3.19. G Suite (Gmail + Apps Script)
• Feature/Setting: Script-based triggers on calendar or sheet, send customized survey emails 24-48 hours after trip end date.

3.20. SMSAPI
• Feature/Setting: REST SMS API, configure delayed campaign on new data from booking export.

3.21. Jotform
• Feature/Setting: API or "Autoresponder Emails", use CRM sync to distribute satisfaction surveys after travel completion.

3.22. Constant Contact
• Feature/Setting: "Automated Email Campaigns", link completion of flight in contact profile to sending survey template.

3.23. monday.com
• Feature/Setting: "Automations Center", on item (booking) marked done, send survey link via integrated email.

3.24. Pipedrive
• Feature/Setting: "Workflow Automation", send survey from deal stage change to 'journey completed'.

3.25. Hootsuite
• Feature/Setting: Automated DM or Tweet with survey link upon trip hashtag tracking completion.

Benefits

4.1. Maximized response rates through prompt, automated and contextually timed outreach.
4.2. Reduced manual work, enabling focus on value-added customer engagement.
4.3. Data-driven service improvements based on structured feedback trends.
4.4. Early issue identification, improving brand reputation and customer loyalty.
4.5. Increased efficiency via seamless integration with diverse enterprise and messaging platforms.
4.6. Personalization of follow-up communication, increasing survey engagement rates.