Feedback collection and analysis for continuous improvement

**Purpose**

1.1. Gather actionable customer feedback post-service/purchase to analyze satisfaction, identify pain points, and drive continuous improvement in the customer journey for Acura dealerships.
1.2. Enable automated prompts, data collection, and integrated analytics workflows for insight generation and rapid leadership response.

**Trigger Conditions**

2.1. Completion of vehicle purchase, service appointment, or customer inquiry.
2.2. Specific intervals post-transaction (e.g., 1 day, 7 days).
2.3. Event-driven triggers from CRM/ERP, such as closed case or delivered vehicle status.

**Platform Variants**

3.1. Twilio SMS
• Feature/Setting: Send survey via programmable SMS API—configure trigger to send upon Service Closed event.
3.2. SendGrid
• Feature/Setting: Automated post-transactional email via Marketing Campaigns API—sample: JSON trigger on ticket resolution.
3.3. Typeform
• Feature/Setting: Embed feedback forms; use Webhooks to collect and push responses to analytics or CRM.
3.4. Google Forms
• Feature/Setting: Automated email distribution with pre-set response pipes into Sheets for real-time updates.
3.5. SurveyMonkey
• Feature/Setting: Send feedback surveys via REST API with event-based audience selection.
3.6. Qualtrics
• Feature/Setting: Use Survey Distribution API—automate personalized survey send after service appointments.
3.7. Zendesk
• Feature/Setting: Trigger satisfaction survey upon ticket solved; configure via Triggers & Automation.
3.8. HubSpot
• Feature/Setting: Workflows to send NPS/Customer Satisfaction survey from Service module after deal closed.
3.9. Salesforce
• Feature/Setting: Process Builder to launch post-case Feedback Flow using Survey Invitation object.
3.10. Microsoft Power Automate
• Feature/Setting: Flow triggers on Dynamics 365 update to initiate email or SMS survey via connected app.
3.11. Mailchimp
• Feature/Setting: Automated Customer Journey maps leveraging Surveys; API endpoints for feedback pulls.
3.12. Zoho Survey
• Feature/Setting: Use Trigger Action to collect feedback on Zoho CRM status change; connect API for analysis.
3.13. Freshdesk
• Feature/Setting: Feedback widget triggers on ticket closure; integrate Webhooks for offsite analysis.
3.14. Slack
• Feature/Setting: Post survey links with scheduled reminders in specific channels using Incoming Webhooks.
3.15. Google Sheets
• Feature/Setting: Auto-store feedback responses for dashboard/report linking; trigger via Apps Script.
3.16. Intercom
• Feature/Setting: In-app survey automation triggered by conversation end or lifecycle event.
3.17. Pipedrive
• Feature/Setting: Set Activity-completed Webhook to deploy feedback form via connected system.
3.18. Aircall
• Feature/Setting: Post-call survey via SMS or email via in-app After Call Workflow.
3.19. ActiveCampaign
• Feature/Setting: Send automated follow-up campaign post-tag assignment (e.g. “Deal Won”) using Automations.
3.20. Monday.com
• Feature/Setting: Status column update triggers integration to external survey and aggregates feedback on boards.
3.21. Trello
• Feature/Setting: Card moved to 'Done' triggers email survey via connected email add-on with tracked responses.
3.22. Shopify
• Feature/Setting: Order fulfilled event triggers customer feedback request via Notification API.
3.23. Facebook Messenger
• Feature/Setting: Broadcast message with survey link using Messenger Send API on qualification event.

**Benefits**

4.1. Scalable, systematic collection of customer insights across multiple channels.
4.2. Real-time integration of raw data into analytics tools for actionable reporting.
4.3. Faster issue detection and trend recognition to enhance customer retention.
4.4. Reduced manual effort, ensuring timely, consistent follow-up and improved response rates.
4.5. Closed feedback loop enables targeted training and operational enhancements.