Feedback request workflow post-service completion

Purpose

1.1. Automate collecting stakeholder or customer feedback post-sanitation services to enhance quality monitoring, compliance reporting, and citizen engagement.
1.2. Automating feedback requests ensures timely communication, reduces manual intervention, and generates actionable insights for continuous process optimization within municipal/government waste management operations.
1.3. Standardize automated message content across multi-channel communication (SMS, email, WhatsApp, voice calls, web, in-app), thereby automating the documentation and aggregation of public sentiment and service satisfaction.

Trigger Conditions

2.1. Automation kicks in on status update to “Service Completed” within field service or CRM system.
2.2. Scheduled trigger set post-job completion timestamp (e.g., 24–48 hours delay) to automate non-intrusive follow-ups.
2.3. Triggered by successful service verification log entry or GPS-tagged completion marked by staff.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Use Twilio Programmable SMS API; configure message body, recipient number, trigger from CRM webhook.

3.2. SendGrid
• Feature/Setting: Send Automated Transactional Email API; set dynamic template for “Feedback Request,” automate recipient selection.

3.3. Mailgun
• Feature/Setting: Send Email API with batch sending; set webhook to trigger post-service workflows.

3.4. WhatsApp Business API
• Feature/Setting: Template message automation; configure approved feedback survey template pushed via API.

3.5. Microsoft Teams
• Feature/Setting: Teams Bot Framework; automate feedback form dispatch to internal teams or staff groups.

3.6. Slack
• Feature/Setting: Incoming Webhooks; post automated feedback reminders in relevant Slack channels.

3.7. HubSpot
• Feature/Setting: Workflow automation and Feedback Survey Tool; trigger survey email automatically after deal close.

3.8. Salesforce
• Feature/Setting: Process Builder or Flow; schedule post-completion feedback templates to contacts.

3.9. Google Forms
• Feature/Setting: Automated creation/distribution via Apps Script or HTTP requests triggered from workflow.

3.10. Zoho CRM
• Feature/Setting: Workflow Rule; send web form or email feedback request on status change.

3.11. SurveyMonkey
• Feature/Setting: Automated Collector API; generate unique survey links and distribute via email/SMS.

3.12. Intercom
• Feature/Setting: Automated Messages; send contextual in-app or email messages requesting feedback.

3.13. Zendesk
• Feature/Setting: Automated Triggers; after ticket closure, send feedback form or rating request.

3.14. Freshdesk
• Feature/Setting: Supervisor rule automator triggers survey emails post-ticket resolution.

3.15. Typeform
• Feature/Setting: Automate link creation and distribution via API; use integrations for real-time triggers.

3.16. ActiveCampaign
• Feature/Setting: Automate email campaigns and SMS for feedback requests based on service triggers.

3.17. Webex
• Feature/Setting: Automated chat bot; post service feedback prompts in dedicated rooms.

3.18. Facebook Messenger
• Feature/Setting: Automated chatbot using Send API; prompt feedback post-service.

3.19. Telegram
• Feature/Setting: Bot API for automated message delivery including custom surveys.

3.20. Pipedrive
• Feature/Setting: Workflow Automation; send templated feedback requests on deal marked ‘won’.

3.21. Monday.com
• Feature/Setting: Automate status-triggered notifications or survey forms on project/service completion.

3.22. Google Chat
• Feature/Setting: Incoming Webhooks; automated feedback reminders to group chats.

3.23. Smartsheet
• Feature/Setting: Automated alerts; send email/SMS with feedback form when task completes.

3.24. Microsoft Outlook
• Feature/Setting: Power Automate flow to send custom feedback request emails post-event.

3.25. Voice Call Automation (e.g., Plivo)
• Feature/Setting: IVR Survey on post-completion trigger; collect DTMF ratings.

Benefits

4.1. Automatedly accelerates feedback cycles for public sanitation functions.
4.2. Minimizes manual labour, automates data aggregation, and ensures high response rates.
4.3. Enhances data-driven decision making by automating report generation.
4.4. Improves compliance verification with automated audit trails of outreach.
4.5. Empowers management with up-to-date automatable insights on service delivery perceptions.
4.6. Strengthens transparency and trust, automating citizen-stakeholder engagement.