Customer Experience & Loyalty AutomationPurpose
1.2. Capture ratings on cuisine quality, service, ambiance, and value.
1.3. Aggregate responses for real-time analytics.
1.4. Identify areas of improvement and high-performing teams or dishes.
1.5. Enable timely recovery for dissatisfied guests through instant alerts.
1.6. Feed analytic data into loyalty and retention programs for segmented marketing initiatives.
Trigger Conditions
2.2. Online food delivery order marked as delivered.
2.3. Event or group booking finalized.
2.4. User action post-order within mobile app or website.
2.5. Lapsed customer (no visit/order after X days).
Platform Variants
3.1. Twilio SMS
• Feature/Setting: SMS API — Automated survey message on order completion.
• Sample: Configure SMS trigger on “order_complete” via API/Studio Flow.
3.2. SendGrid
• Feature/Setting: Marketing Campaigns — Email survey after dining.
• Sample: Set transactional trigger in Campaigns or Mail Send API.
3.3. Google Forms
• Feature/Setting: Form API — Pre-fill name/order, unique link generation.
• Sample: Auto-create personalized survey links using Apps Script.
3.4. Typeform
• Feature/Setting: Webhooks — Start survey after webhook (order event).
• Sample: Use Response API to track completion and score.
3.5. SurveyMonkey
• Feature/Setting: Collectors — Automated email collectors.
• Sample: Use “Send survey via API” post-visit.
3.6. Microsoft Power Automate
• Feature/Setting: Scheduler + Forms — Triggered send and result analysis.
• Sample: Flow uses order completion to send form and update analytics.
3.7. HubSpot
• Feature/Setting: Workflows + Feedback — Auto-survey after deal/order.
• Sample: Trigger feedback survey in Service Hub workflow.
3.8. Salesforce
• Feature/Setting: Surveys + Process Builder — Event-based launch.
• Sample: Configure survey auto-send upon opportunity closed/won.
3.9. Zoho Survey
• Feature/Setting: Trigger Survey via REST API — On new customer event.
• Sample: Webhook from POS/order platform invokes survey send.
3.10. Slack
• Feature/Setting: Workflow Builder + Forms — Notify teams after bad scores.
• Sample: Workflow posts alert to channel if score below threshold.
3.11. Zendesk
• Feature/Setting: CSAT Automation — Ticket solved triggers survey.
• Sample: Configure trigger to send survey using CSAT automation rules.
3.12. Intercom
• Feature/Setting: Custom Bots — Survey via chat post-order.
• Sample: Trigger bot sequence on post-visit event.
3.13. Mailchimp
• Feature/Setting: Customer Journeys — Branch on survey score.
• Sample: Automated journey sends surveys and segments based on response.
3.14. ActiveCampaign
• Feature/Setting: Automation Builder — Email survey sequence.
• Sample: Use order tag to trigger survey follow-up.
3.15. Facebook Messenger
• Feature/Setting: Messenger API — Auto DM with survey link.
• Sample: Configure webhook from POS to send message.
3.16. WhatsApp Business
• Feature/Setting: Message Templates — Send survey links via API.
• Sample: Order-delivered event triggers message template.
3.17. Shopify
• Feature/Setting: Post-Purchase Workflow — Integrate survey email.
• Sample: Attach survey link in order confirmation email.
3.18. Google Sheets
• Feature/Setting: AppScript/Automation — Log responses for analytics.
• Sample: Use webhook to insert new survey data and trigger scoring.
3.19. Power BI
• Feature/Setting: Real-time data ingest — Visualize survey analytics.
• Sample: Connect survey data feed for dashboards and scoring trends.
3.20. Tableau
• Feature/Setting: Direct Data Integration — Display loyalty vs. satisfaction.
• Sample: Scheduled data refresh from survey result sources.
3.21. Airtable
• Feature/Setting: Automations — Aggregate and alert on negative surveys.
• Sample: Survey entries trigger status update and team notification.
3.22. Monday.com
• Feature/Setting: Integrations — Survey workflow and owner assignment.
• Sample: Auto-assign follow-up on poor survey.
Benefits
4.2. Data-driven improvement in menu items, staff training, and service protocols.
4.3. Enhanced loyalty and retention via segmented, targeted follow-up.
4.4. Reduced manual work with seamless, consistent guest engagement.
4.5. Detailed analytics inform executive decisions and promotions.
4.6. Full cross-channel survey delivery (SMS, email, chat, web) for maximum reach.