Automatic feedback requests post-purchase

Purpose

1.1. Automatically solicit customer feedback after dine-in, takeaway, or delivery, enhancing service and collecting actionable insights.
1.2. Close the engagement loop, showing customers their opinions matter, increasing loyalty and repeat visits.
1.3. Systematically gather ratings, testimonials, and detailed comments to identify strengths and pain points.
1.4. Generate data for quality control, staff training, and marketing, using structured post-purchase feedback.

Trigger Conditions

2.1. Completion of payment or POS order marked as fulfilled.
2.2. Customer receipt of delivery (status update from delivery partner/courier integration).
2.3. Customer profile contains valid contact (email/mobile number/messaging ID).
2.4. Defined wait period elapsed since transaction (e.g., 30–120 minutes).
2.5. No recent feedback request for the same customer in last X days (to prevent spamming).

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Programmable SMS API; configure automated workflow to trigger on transaction closed, send personalized SMS with feedback link.
3.2. SendGrid
• Feature/Setting: Dynamic Transactional Templates; auto-send feedback email triggered by order completion event.
3.3. WhatsApp Business API
• Feature/Setting: Session messaging; use template to send feedback survey within a preset window post-meal.
3.4. Mailchimp
• Feature/Setting: Customer Journey Builder; set event-based trigger to send feedback email campaign.
3.5. HubSpot
• Feature/Setting: Workflows; configure post-purchase workflow to enroll contacts and distribute survey forms.
3.6. SurveyMonkey
• Feature/Setting: Create survey; utilize API to auto-distribute unique survey link on completion trigger.
3.7. Google Forms/Google Apps Script
• Feature/Setting: Script-based email trigger; attach personalized form link in transactional completion email.
3.8. Salesforce Marketing Cloud
• Feature/Setting: Journey Builder with API event; send feedback request based on sales data integration.
3.9. Zendesk
• Feature/Setting: Triggers and automations; send follow-up ticket with feedback request after resolved support tickets.
3.10. ActiveCampaign
• Feature/Setting: Automation; launch feedback email after set interval post purchase.
3.11. Intercom
• Feature/Setting: Post-event messaging; trigger in-app or email survey to customer post-visit.
3.12. Zoho CRM
• Feature/Setting: Workflow rules; send feedback request via email or SMS after deal/order closure.
3.13. Typeform
• Feature/Setting: API-triggered survey distribution; send embedded or direct link upon transaction close.
3.14. Freshdesk
• Feature/Setting: Automations; generate feedback ticket/email after ticket closure related to orders.
3.15. Facebook Messenger Platform
• Feature/Setting: Send API; auto-message customers who opted in, requesting feedback with quick-action buttons.
3.16. Slack
• Feature/Setting: Incoming Webhooks or Slackbot; post-feedback survey links to private customer channel or group.
3.17. Klaviyo
• Feature/Setting: Flow Automation; trigger feedback request email/sms on post-purchase event.
3.18. Constant Contact
• Feature/Setting: Automated Email Campaign; post-transaction feedback request delivery.
3.19. Shopify
• Feature/Setting: Order fulfillment webhook; trigger plugin or app to email/SMS feedback survey.
3.20. Viber Business Messages
• Feature/Setting: Business API; send feedback prompt to mobile users who engaged via Viber.

Benefits

4.1. Saves staff time by eliminating manual follow-ups for feedback.
4.2. Increases response rates through timely, personalized outreach.
4.3. Enables continuous quality monitoring and rapid issue resolution.
4.4. Systematizes feedback data for analytics and strategic decisions.
4.5. Demonstrates customer-centric operations, boosting loyalty and referrals.