Customer feedback collection and sentiment analysis

Purpose

1.1. Automate customer feedback collection across multiple digital touchpoints after dining experience in an Asian fusion restaurant.
1.2. Automate sentiment analysis on received feedback to classify comments as positive, negative, or neutral.
1.3. Automate reporting to management for real-time quality monitoring, automating response triggers, and automating follow-up workflows for customer engagement and service recovery.
1.4. Automator designed for improving NPS, online ratings, and customer loyalty by maximizing automatable data-driven insights from guest interactions.

Trigger Conditions

2.1. Automated trigger on closed bill event in POS system.
2.2. Automated detection of customer departure through reservation system clock-out.
2.3. Automated scheduling based on time window post-order (e.g., 30 minutes after online pickup marked as collected).
2.4. API trigger from staff submitting table status as cleaned.
2.5. Manually enabled automator for targeted campaign periods or Chef’s menu trial.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Automate outbound SMS with survey link using Twilio API (POST /Messages).
3.2. SendGrid
• Feature/Setting: Automate email survey campaigns using SendGrid Marketing Campaigns API.
3.3. Typeform
• Feature/Setting: Automate survey creation and response collection via Create Form and Webhooks API.
3.4. SurveyMonkey
• Feature/Setting: Automate survey distribution via CreateCollector API and collect responses with Webhooks.
3.5. Google Forms
• Feature/Setting: Automate form distribution link after order using Google Apps Script triggers (onFormSubmit).
3.6. Zendesk
• Feature/Setting: Automate feedback ticket creation and sentiment tagging using Zendesk API (tickets.create).
3.7. Intercom
• Feature/Setting: Automate in-app message after online ordering using Intercom Conversations API.
3.8. Slack
• Feature/Setting: Automate internal alerts to manager channel using Slack Incoming Webhooks (chat.postMessage).
3.9. Microsoft Teams
• Feature/Setting: Automate message to QA team using Teams Connector (Create a chat message).
3.10. Airtable
• Feature/Setting: Automate feedback logging and score updating via Airtable API (PATCH/POST record).
3.11. Zapier
• Feature/Setting: Automate cross-platform workflow orchestration with Zap triggers (Webhook, Email Parser).
3.12. Salesforce
• Feature/Setting: Automate customer profile update and case creation using Salesforce REST API (POST /services/data/vXX.X/sobjects/Case).
3.13. HubSpot
• Feature/Setting: Automate logging of feedback as engagement via CRM Timeline API.
3.14. Facebook Messenger
• Feature/Setting: Automate sending quick-reply survey via Messenger Send API.
3.15. Instagram Direct
• Feature/Setting: Automate DM outreach for feedback post-visit using Graph API messages endpoint.
3.16. WhatsApp Business API
• Feature/Setting: Automate message templates for post-meal feedback via Send Message endpoint.
3.17. Google Cloud Natural Language API
• Feature/Setting: Automate sentiment analysis on text feedback via AnalyzeSentiment function.
3.18. Amazon Comprehend
• Feature/Setting: Automate sentiment and key phrase extraction using DetectSentiment API.
3.19. IBM Watson NLU
• Feature/Setting: Automate feedback classification and mood scoring via Analyze Entities and Sentiment API.
3.20. Power BI
• Feature/Setting: Automate visualization and dashboard updates using Power BI REST API (Push Dataset).
3.21. Tableau
• Feature/Setting: Automate dynamic report on collected feedback via Tableau REST API (Append Data).

Benefits

4.1. Automates large-scale feedback collection with minimal manual input, freeing up staff resources.
4.2. Automatedly provides real-time sentiment analysis for proactive service recovery.
4.3. Automates omni-channel feedback follow-up, maximizing response rates.
4.4. Automator ensures consistent data aggregation and structured analytics.
4.5. Automating integrates insights into daily management dashboards.
4.6. Automation reduces response lag for customer complaints, enhancing CX in fusion restaurant segment.
4.7. Automatable workflows expand customer engagement and boost loyalty automatedly.
4.8. Automation fosters actionable improvements and innovation culture across restaurant teams.
4.9. Automates compliance with brand standards by ensuring feedback loops are always active.
4.10. Automated sentiment trends support marketing, product, and HR decisions with data.