Customer satisfaction survey automation

Purpose

1.1. Collect structured, timely feedback after AC unit purchases, installations, or service calls.
1.2. Automate distribution and collection of satisfaction surveys via SMS, email, and web channels.
1.3. Centralize and analyze responses to target quality improvement, warranty follow-up, and resolve issues swiftly.
1.4. Trigger loyalty offers or reviews based on positive scores and route unsatisfied responses for escalation.
1.5. Maintain records for compliance and enrichment of CRM customer activity profiles.

Trigger Conditions

2.1. Completion of purchase in POS or ecommerce system.
2.2. Service ticket closed in helpdesk platform.
2.3. Delivery/installation marked as complete in field service app.
2.4. Manual trigger by account manager post-appointment.
2.5. Defined number of days after warranty registration.

Platform Variants

3.1. Twilio SMS
• Feature: Messaging API; send automated SMS surveys to customer’s mobile after trigger event.
• Setting: Configure webhook for new order; setup Message Templates with survey link.
3.2. SendGrid
• Feature: Email API; auto-email survey invites post-purchase or ticket closure.
• Setting: Single Send Campaign; trigger with API on service completion.
3.3. SurveyMonkey
• Feature: Webhooks & Collector API; generate and send unique survey links.
• Setting: Survey Collector URL with embedded customer ID, trigger via API call.
3.4. Google Forms
• Feature: Prefilled URL automation; share survey links via email/SMS on trigger.
• Setting: Generate prefilled links in Apps Script, push to comms platform.
3.5. Microsoft Power Automate
• Feature: Automated Flows; link order/service closure to survey dispatch.
• Setting: Event-based workflow; trigger from Dynamics 365.
3.6. Zendesk
• Feature: Triggers & Webhooks; launch survey email when ticket status = “Solved.”
• Setting: Outbound webhook configured to survey endpoint.
3.7. HubSpot
• Feature: Workflow Automation; auto-send survey email after deal/service lifecycle completion.
• Setting: Workflow Action > Send Email or webhook to survey tool.
3.8. Salesforce
• Feature: Process Builder/Flow; post-case close, trigger survey send.
• Setting: Autolaunched Flow with email alert or external API call.
3.9. Mailchimp
• Feature: Automated Campaigns; survey emails post-purchase or post-service.
• Setting: Trigger automation based on commerce integration or RSS webhook.
3.10. Zoho Survey
• Feature: Survey Links API; dispatch personalized surveys via CRM automation.
• Setting: Workflow rule on Zoho CRM to create/send survey.
3.11. Slack
• Feature: Incoming Webhooks; notify staff or gather internal feedback on survey results.
• Setting: Webhook triggered on new negative survey response.
3.12. Facebook Messenger
• Feature: Messenger API; send survey interaction links post-service.
• Setting: Trigger bot with post-interaction survey flow via webhook.
3.13. Typeform
• Feature: Hidden Fields; automatically populate customer data in survey.
• Setting: URL with hidden fields passed from CRM trigger.
3.14. Smartsheet
• Feature: Automated Reminders; task list for survey follow-ups to non-responders.
• Setting: Sheet automation rules for reminders based on response tracking.
3.15. Airtable
• Feature: Automations; store response data, trigger workflows by record update.
• Setting: View-based automation triggers on new records.
3.16. ActiveCampaign
• Feature: Automated Emails; send survey links after contact action.
• Setting: Automation triggered by tag or event, email survey link action.
3.17. Intercom
• Feature: Outbound Messaging; deliver survey to user after conversation closes.
• Setting: Event-triggered outbound chat or email message.
3.18. Google Sheets
• Feature: App Script Automation; log responses, trigger follow-ups for low scores.
• Setting: Script watches for new form entry; emails if below satisfaction threshold.
3.19. Gorgias
• Feature: Rules & HTTP Triggers; auto-send survey when support ticket closes.
• Setting: Rule on ticket status change to fire webhook or email with survey link.
3.20. Customer.io
• Feature: API-triggered Campaigns; initiate survey flow on event ingestion.
• Setting: Event trigger “order_complete” to send survey campaign.

Benefits

4.1. Rapid, automated feedback loop for instant business insight.
4.2. Reduced manual effort—no need for staff follow-up per transaction.
4.3. Segmented targeting for offers, reviews, and issue escalation.
4.4. Quality improvements tracked to specific product lines or service agents.
4.5. Centralized survey reporting, enabling continuous improvement.
4.6. Increased customer engagement with personalized communications.
4.7. Immediate response capture improves online reputation by routing happy customers to reviews.
4.8. Supports compliance by maintaining standardized, timestamped feedback records.