NPS (Net Promoter Score) data collection

Purpose

1.1. Automate NPS (Net Promoter Score) data collection to assess customer loyalty and satisfaction for auto glass repair service, enable real-time feedback, identify detractor/promoter patterns, and trigger automated workflows for follow-up actions, surveys, and improvement initiatives.
1.2. Automating the NPS process ensures consistent data gathering post-service, segments feedback for actionable insight, and pushes responses to analytics dashboards and CRM systems for streamlined review and retention analysis.
1.3. The automation enables bulk sends, detects unresponsive customers, automates reminders, initiates escalation on negative feedback, and automates integration with analytics/reporting tools.

Trigger Conditions

2.1. Completion of repair service marked as “done” in shop management platform or CRM.
2.2. Automated event when customer invoice is closed/paid.
2.3. Scheduled trigger post-appointment (e.g., 24 hours after repair completion).
2.4. API event from mobile app finishing service workflow.
2.5. Automated input from support helpdesk ticket closure indicating job completed.

Platform Variants

3.1. Twilio SMS
- Feature/Setting: Automate SMS surveys using Twilio Messaging API; use the “SendMessage” endpoint to dispatch NPS prompts; configure with customer number from CRM after service completed.
3.2. SendGrid
- Feature/Setting: Automate NPS survey emails via “Mail Send API”; configure with dynamic templating to personalize each message using customer data from the repair order.
3.3. Slack
- Feature/Setting: Automate internal notifications via Slack Incoming Webhooks API on new NPS response; use “chat.postMessage” endpoint to alert managers.
3.4. Google Sheets
- Feature/Setting: Automate data aggregation using Google Sheets API “spreadsheets.values.append” to log and analyze incoming NPS scores.
3.5. Typeform
- Feature/Setting: Automate survey delivery via Typeform “Create Response” API; configure survey links sent to each customer after service.
3.6. SurveyMonkey
- Feature/Setting: Automate survey invitations using SurveyMonkey “Send Survey” endpoint after service event received.
3.7. HubSpot
- Feature/Setting: Automate email sequences using HubSpot Workflow API; launch survey sequence with contact segmentation.
3.8. Salesforce
- Feature/Setting: Automate trigger-based survey sends from Salesforce Flow with “Process Builder” & “Send Email” action.
3.9. Pipedrive
- Feature/Setting: Automate survey sends on deal closure using Pipedrive “Webhook” and “Mail Templates” API.
3.10. Zendesk
- Feature/Setting: Automate feedback request using Zendesk “Trigger” automation after ticket mark as “solved.”
3.11. Outlook 365
- Feature/Setting: Automate NPS emails via Outlook Graph API “sendMail”; trigger from CRM webhook on completed repair.
3.12. Microsoft Teams
- Feature/Setting: Automate team alerts using Microsoft Teams Webhook; alert support on NPS responses.
3.13. Mailchimp
- Feature/Setting: Automate campaign sending with Mailchimp Transactional API for NPS to contact segment.
3.14. ActiveCampaign
- Feature/Setting: Automate NPS journey with ActiveCampaign Automation Builder using “Send Email” and conditional “If/Else” actions on survey results.
3.15. Zapier
- Feature/Setting: Automate cross-platform NPS integration via “Webhooks by Zapier” and conditional filtering for multi-step automations.
3.16. Google Forms
- Feature/Setting: Automate form link distribution via “Forms API” and aggregate responses to Sheets.
3.17. WhatsApp Business API
- Feature/Setting: Automated message campaigns using “messages” endpoint to send NPS surveys after service.
3.18. Intercom
- Feature/Setting: Automate in-app message to users with Intercom “Message API” after ticket/work order closes.
3.19. Monday.com
- Feature/Setting: Automate pulse update and NPS collection via “Create Item” API after customer status changes.
3.20. Notion
- Feature/Setting: Automate logging of NPS scores using Notion “Create Page” API, organized by customer/job.

Benefits

4.1. Automated NPS data collection reduces manual intervention, accelerates feedback cycles, and increases survey completion rates.
4.2. Automation unifies feedback from multi-channel (SMS, email, web, in-app), providing comprehensive, real-time reporting for rapid decision-making.
4.3. Automates follow-up and escalation, ensuring promoters are thanked and detractors are addressed immediately, automating customer recovery loops.
4.4. Automated analytics and CRM syncing provide historic trends, actionable insight, and automatable responses based on customer satisfaction scores.
4.5. Automation minimizes lost feedback, increases retention, and ensures business improvements can be tracked, measured, and automatable at scale.