Automated customer satisfaction tracking and reporting

Purpose

1. Automate customer satisfaction collection after installations or service with scalable, consistent workflows.

2. Aggregate responses from multiple channels (email, SMS, web forms, chats) into central dashboards.

3. Analyze satisfaction scores, trends, agent performance, and pain points.

4. Generate automated periodic reports for corporate stakeholders.

5. Trigger alerts or escalations for negative feedback or low scores to improve service.

Trigger Conditions

1. Service completion or installation marked as “done” in the project management system.

2. Invoice generation and payment confirmation.

3. Customer profile updated to recent purchase in CRM.

4. Scheduled (e.g., 3 days after delivery).

5. Manual trigger by service agent or support manager.

Platform Variants

1. Twilio SMS

 • Feature: Programmable Messaging API; send personalized satisfaction SMS surveys after job completion.
 • Setting: Configure outbound SMS with customer name, job reference, survey link via API.

2. SendGrid

 • Feature: Transactional Email API; distribute HTML-based satisfaction surveys post-service.
 • Setting: Use dynamic templates, populate with customer and project data, automate via API trigger.

3. SurveyMonkey

 • Feature: Webhooks/REST API; auto-create survey collectors and capture responses.
 • Setting: Initiate survey invites, pull completed answers programmatically for analysis.

4. Google Forms

 • Feature: Form Pre-Fill links, Google Apps Script for notifications.
 • Setting: Auto-generate unique pre-filled survey URLs and log responses in Sheets.

5. Microsoft Power Automate

 • Feature: Workflow triggers for email, Forms/Excel integration.
 • Setting: Mark project completed, trigger customer email with embedded survey.

6. HubSpot

 • Feature: Tickets Workflows, Feedback Survey API.
 • Setting: On ticket-close, send automated NPS/CSAT survey; store score in contact records.

7. Salesforce

 • Feature: Process Builder/Flow, Surveys API.
 • Setting: After task completion, send survey via preferred channel, log score to case history.

8. Zendesk

 • Feature: Triggers, Satisfaction Ratings API.
 • Setting: Ticket solved triggers survey; fetch ratings for reporting dashboards.

9. Slack

 • Feature: Webhook/Incoming bot message; notify teams of new responses or low scores.
 • Setting: Post alerts or weekly summary on relevant channels automatically.

10. Airtable

 • Feature: Automation triggers, Forms Integration, API for row creation.
 • Setting: Collect survey data, tag negative responses, sync to reporting views.

11. Typeform

 • Feature: Hidden Fields, Webhooks, API.
 • Setting: Auto-assign surveys, fetch completion data for analysis.

12. Mailchimp

 • Feature: Automated journeys, Surveys, API.
 • Setting: Trigger survey campaign after set workflow event in contact profile.

13. Intercom

 • Feature: Auto-messages, Surveys API.
 • Setting: After support closes, send chat survey, collect scores for dashboard.

14. Monday.com

 • Feature: Automations, API/webhook integrations.
 • Setting: “Item done” triggers email survey, link response to item status.

15. Pipedrive

 • Feature: Workflow Automation, Web Forms.
 • Setting: Deal stage change sends form link for satisfaction data capture.

16. Freshdesk

 • Feature: Scenario Automation, Surveys API.
 • Setting: Ticket resolved triggers customer survey, flag unsatisfactory scores for follow-up.

17. Google Sheets

 • Feature: Apps Script, Webhooks, Import data for tracking.
 • Setting: Sync satisfaction data, analyze trends with automated calculations.

18. Power BI

 • Feature: API integration, Scheduled refreshes.
 • Setting: Visualize customer satisfaction trends, auto-refresh dashboards from data sources.

19. Zoho CRM

 • Feature: Workflow Rules, Surveys module.
 • Setting: Post-closure rules send survey, update records with CSAT fields.

20. Qualtrics

 • Feature: Triggers, API, Automated dashboards.
 • Setting: Link survey send/invite to triggers; stream responses to analytics.

Benefits

1. Scalable, multi-channel feedback reach post-service.

2. Centralized satisfaction data, eliminating manual input.

3. Near real-time escalation of negative responses for proactive management.

4. Automated reporting to leadership for data-driven decision making.

5. Identify trends and training opportunities to improve customer satisfaction and agent performance.