Customer satisfaction survey distribution and aggregation

Purpose

1.1. Gather structured, actionable customer feedback after on-demand charter flights to measure satisfaction, identify service gaps, capture promoter/detractor sentiment, and enable corporate-level insights for continuous improvement in air taxi offerings across the Aviation sector.
1.2. Automate the entire post-flight feedback cycle: triggering survey dispatch, aggregating multi-channel responses, standardizing data, and pushing to analytics/CRM dashboards for executive review.

Trigger Conditions

2.1. Completion of a customer’s flight booking or ride.
2.2. Status update to “trip completed” or “booking fulfilled” in flight management system.
2.3. Lapsed time interval post-flight (e.g., 2hrs/24hrs after journey end).
2.4. Customer check-out or payment confirmation event.
2.5. Manual trigger by customer support agent for specific cases.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: “Programmable Messaging” — configure outbound SMS via API to send survey link post-flight completion; sample: POST /Messages API endpoint.
3.2. SendGrid
• Feature/Setting: “Transactional Email API” — set up dynamic email templates triggered by completed bookings via v3/mail/send endpoint.
3.3. SurveyMonkey
• Feature/Setting: “Collect Responses API” — generate personalized survey links; configure collector to accept responses, POST /collectors/{collector_id}/responses.
3.4. Google Forms
• Feature/Setting: “Form Responses” — automate email/SMS sharing of unique Google Form URL; use Apps Script/Forms API to collect responses programmatically.
3.5. Typeform
• Feature/Setting: “Responses API” — send direct Typeform link via webhook; poll /forms/{form_id}/responses for aggregation.
3.6. Microsoft Teams
• Feature/Setting: “Incoming Webhook” — trigger survey notification in designated Teams channel for internal staff reviews.
3.7. Slack
• Feature/Setting: “Chat.PostMessage API” — push survey reminders to customer or support Slack workspaces, channel or DM.
3.8. Zendesk
• Feature/Setting: “Triggers & Automations” — set post-ticket resolution automation to send satisfaction survey via Email API.
3.9. HubSpot
• Feature/Setting: “Workflows” + “Feedback Survey API” — fire survey distribution via workflow trigger, push aggregate results to Contact/Company records.
3.10. Salesforce
• Feature/Setting: “Process Builder” or “Flow” — trigger satisfaction email after Status=Closed, log results to Case object via REST API.
3.11. Mailchimp
• Feature/Setting: “Automations” — configure journey for recently flown contacts; trigger email survey, collect responses using Mailchimp Surveys API.
3.12. Intercom
• Feature/Setting: “Outbound Messages & Surveys” — set event-based triggers, ingest survey feedback via Intercom API.
3.13. WhatsApp Business API
• Feature/Setting: “Message Templates” — configure outgoing WhatsApp messages with survey links after certain flight events.
3.14. Airtable
• Feature/Setting: “Forms” + “API” — create flight satisfaction forms, automate sharing and capture via REST API.
3.15. Zoho Survey
• Feature/Setting: “Survey Distribution API” — create contacts, distribute links, aggregate via GET/POST requests.
3.16. Qualtrics
• Feature/Setting: “XM Directory & API” — trigger survey invitations and pull survey response data post-trip.
3.17. Alchemer (SurveyGizmo)
• Feature/Setting: “Send Email Action & API” — automate post-flight distribution using trigger conditions, aggregate responses at /survey/{id}/surveyresponse.
3.18. Freshdesk
• Feature/Setting: “Automations” — send feedback forms after support tickets or flight bookings; track status in customer profiles via API.
3.19. Outlook 365
• Feature/Setting: “Power Automate + Send Email” — trigger survey email based on calendar events or flagged emails.
3.20. Google Sheets
• Feature/Setting: “App Script/Webhooks” — aggregate survey responses from other platforms to Sheets for central analysis.
3.21. Jotform
• Feature/Setting: “AutoResponder Emails & API” — instant form link after booking, responses fetched via /form/{id}/submissions.
3.22. Customer.io
• Feature/Setting: “Triggered Campaigns” — initiate survey workflow on customer journey completion, monitor response rates via API.

Benefits

4.1. Accelerated, consistent feedback loop after each on-demand air taxi flight.
4.2. Multi-channel coverage ensures high response rate from diverse customer profiles.
4.3. Centralized aggregation and export to business intelligence tools or CRMs.
4.4. Enables targeted outreach for dissatisfied customers or high-value promoters.
4.5. Reduces manual effort and eliminates post-flight follow-up delays.
4.6. Fosters data-driven service improvement, compliance, and audit trails.