Satisfaction scoring and case escalation triggers

Purpose

1. Automate real-time measurement of customer satisfaction post-service in Air Ambulance operations.

2. Trigger urgent case escalation if satisfaction drops below defined thresholds.

3. Ensure compliance with service-level agreements, fast-track unhappy customer follow-up, and improve quality management.

4. Integrate satisfaction data into reporting systems for actionable feedback, regulatory audits, and management review.

5. Centralize feedback collection via surveys, emails, IVR, and integrate scores with ticketing/CRM tools for holistic visibility.

Trigger Conditions

1. Completion of an air ambulance transport or service case.

2. Receipt and scoring of post-operation survey by patient, family, or partner organization.

3. Satisfaction score is equal to or below a defined KPI (e.g., NPS ≤ 7, CSAT ≤ 3/5).

4. Negative sentiment detected in free-text survey comments via sentiment analysis engines.

5. Any rating that mandates escalation per compliance, quality, or contractual requirements.

Platform Variants

1. Salesforce Service Cloud

• Feature/Setting: Workflow Rule – configure Process Builder to trigger on 'Case Closed' and launch 'Satisfaction Survey' and auto-escalation on negative feedback.
  

2. Zendesk

• Feature/Setting: Triggers & Automations – set up trigger to send CSAT survey upon ticket resolution, auto-create escalation ticket if score below threshold.
  

3. Microsoft Power Automate

• Feature/Setting: Automated Flow – connect Dynamics 365, Outlook, Forms, invoke escalation API if survey submittal is negative.
  

4. Twilio SMS

• Feature/Setting: Programmable Messaging – send post-visit SMS surveys, webhook response parser checks score, triggers escalation message.
  

5. SurveyMonkey

• Feature/Setting: Survey Response Webhook – pass satisfaction responses to endpoint, if score bad send escalation to operations email/API.
  

6. Typeform

• Feature/Setting: Responses API – poll for new survey submissions, parse score, initiate escalation outgoing webhook.
  

7. SendGrid

• Feature/Setting: Transactional Emails – automate post-case satisfaction survey emails, parse responses and escalate via API on low scores.
  

8. Google Forms via Apps Script

• Feature/Setting: On Form Submit Trigger – capture submissions, compute satisfaction, auto-notify management if thresholds breached.
  

9. HubSpot Service Hub

• Feature/Setting: Feedback Surveys Workflow – auto-escalate poor survey results to service lead using Tasks API.
  

10. Freshdesk

• Feature/Setting: Automation Rules – send out CSAT on ticket close, create urgent ticket if customer rating < minimum required.
  

11. Medallia

• Feature/Setting: Response API – listen for negative scores, auto-escalate cases with Push Event integration.
  

12. Qualtrics

• Feature/Setting: XM Directory Actions – trigger escalation workflow based on negative experience data.
  

13. Genesys Cloud CX

• Feature/Setting: Post-Interaction Survey + Architect Workflow – send survey, parse low result, invoke escalation in Genesys workflow.
  

14. Intercom

• Feature/Setting: Custom Bot + Webhook – launch survey, on low NPS send priority message to CS team channel via webhook.
  

15. Zoho Desk

• Feature/Setting: Blueprints + Automation – after ticket closure, survey sent, workflow escalates ticket on low score.
  

16. ServiceNow

• Feature/Setting: Survey Management + Flow Designer – launch post-resolution survey, auto-generate P1 incident for low satisfaction.
  

17. Smartsheet

• Feature/Setting: Form Submit Automation – capture score, on bad rating send alert Workflow to Quality Manager.
  

18. Slack

• Feature/Setting: Slack API – send survey via Slack app, use incoming webhook to escalate low satisfaction to incident channel.
  

19. Jira Service Management

• Feature/Setting: Automation Rule – link survey tool, if bad rating, auto-create escalation issue with “High” priority.
  

20. SAP Qualtrics Integration

• Feature/Setting: Business Process Automation – tie survey response into SAP workflow, cause manager alert and remediation task.
  

21. Talkdesk

• Feature/Setting: Feedback Module – launch voice or SMS survey, escalate flagged negative result to support QA queue.
  

22. Mailchimp

• Feature/Setting: Automate Email Survey, integrate survey link and parse responses via webhooks, assign low ratings for follow-up tag.
  

Benefits

1. Faster identification and resolution of customer dissatisfaction in mission-critical EMS.

2. Reduced manual follow-ups and compliance risk in quality assurance.

3. Actionable, centralized insights to improve future service delivery.

4. Seamless integration with reporting, ticketing, and communication systems.

5. Scalable, repeatable framework suitable for multi-location air ambulance providers.