Customer satisfaction survey automation

Purpose

1. Automate the distribution, collection, and analysis of customer satisfaction surveys after key customer interactions (flight completion, support case closure, complaint resolution).

2. Provide real-time feedback to corporate stakeholders to improve service quality, passenger experience, and identify staff training needs.

3. Ensure compliance with aviation industry standards for customer experience tracking and aid in regulatory reporting.

4. Reduce manual workload related to survey creation, sending, and data aggregation for commercial airlines’ customer service teams.

Trigger Conditions

1. Passenger checks in for a flight.

2. Flight status changes to ‘completed’ in airline records.

3. Customer support ticket status is updated to ‘closed’ or ‘resolved’.

4. Complaint management workflow reaches a closure milestone.

5. Passenger opts in for post-flight feedback at booking or check-in.

Platform Variants

1. Twilio SMS

• Feature/Setting: Send SMS with survey link automatically post-flight.
  
• Sample: Configure ‘Send Message’ API to recipients via `{flight_status=completed}` webhook.
  

2. SendGrid

• Feature/Setting: Launch templated email surveys when support ticket resolves.
  
• Sample: ‘Mail Send’ API with dynamic fields `{customer_name}`, `{survey_url}` upon webhook receive.
  

3. Typeform

• Feature/Setting: Embed dynamic survey link, fetch response data via API.
  
• Sample: Use ‘Create Form’ API, push survey on record update.
  

4. SurveyMonkey

• Feature/Setting: Automate survey email invites, retrieve results programmatically.
  
• Sample: ‘Send Survey Invitation’ API upon flight log event.
  

5. Salesforce

• Feature/Setting: Trigger outbound survey emails via Salesforce Flow when case status changes.
  
• Sample: Configure ‘Email Alert’ within Service Cloud Automation.
  

6. Zendesk

• Feature/Setting: Auto-survey ticket respondents after closure.
  
• Sample: Configure Zapier or native trigger with ‘Satisfaction Survey’ setting.
  

7. HubSpot

• Feature/Setting: Use workflow automation to email surveys post-service interaction.
  
• Sample: Trigger email via ‘Workflow’ when Service Ticket = closed.
  

8. Microsoft Power Automate

• Feature/Setting: Chain trigger from airline CRM to feedback form distribution on SharePoint or Forms.
  
• Sample: Flow triggered by ‘Record Updated’ from Dynamics 365.
  

9. Google Forms

• Feature/Setting: Email Google Forms links on flight completion, collect responses in Sheet.
  
• Sample: Use Apps Script to trigger email with Form link.
  

10. Mailchimp

• Feature/Setting: Send mass survey invites as part of customer journey automation.
  
• Sample: Automated Campaign, “Survey” template, trigger by tag e.g. ‘Recently Flown’.
  

11. Qualtrics

• Feature/Setting: Launch multi-channel surveys (email/SMS); analyze CX metrics.
  
• Sample: ‘Distribute Survey’ API after CRM event.
  

12. AirCall

• Feature/Setting: Trigger post-call survey SMS after support calls.
  
• Sample: Configure webhook with ‘After Call’ survey.
  

13. Intercom

• Feature/Setting: Auto-send in-app survey messages after chat closes.
  
• Sample: ‘Outbound Message’ automation rule post-chat.
  

14. Freshdesk

• Feature/Setting: Enable survey ticket automation on resolution.
  
• Sample: ‘Survey Automation’ settings, attach survey URL on ticket close.
  

15. Slack

• Feature/Setting: Bot posts department-specific survey in team channels post-flight/service.
  
• Sample: Use Incoming Webhook to deliver survey when booking status posted.
  

16. Webex

• Feature/Setting: Broadcast survey via team chat post-support session.
  
• Sample: Message API to post survey link when meeting ends.
  

17. ActiveCampaign

• Feature/Setting: Customer journey automation to distribute survey emails.
  
• Sample: ‘Automation Trigger’ on custom contact property update.
  

18. Zoho CRM

• Feature/Setting: Email or SMS survey triggered from workflow rules on flight log completion.
  
• Sample: Workflow Rule > ‘Send Survey’ on flight record update.
  

19. SurveySparrow

• Feature/Setting: Multi-language survey automation via email/SMS.
  
• Sample: Trigger ‘Send Survey’ API on passenger booking completion.
  

20. Pipedrive

• Feature/Setting: Automatic survey schedule when airline deal/stage marked as closed.
  
• Sample: Automation on ‘Deal Stage = Closed Won’ to send quick survey link.
  

Benefits

1. Real-time feedback collection and actionable insight delivery.

2. Improved CSAT (Customer Satisfaction) score monitoring and trend analysis for aviation corporate teams.

3. Increased passenger response rates via multi-channel outreach.

4. Stronger compliance with industry service quality standards.

5. Resource savings through elimination of manual survey processes and centralized reporting.