Customer satisfaction survey automation

Purpose

 1.1. Gather detailed feedback from airline customers post-delivery or service interaction to analyze satisfaction with aircraft performance, after-sales support, and maintenance quality.
 1.2. Automate survey delivery, response collection, analytics, and routing of detractors to escalation teams for swift resolution and improvement tracking.
 1.3. Ensure regulatory compliance, maintain brand reputation, and drive continuous improvement via structured, cyclical feedback mechanisms for aircraft users worldwide.

Trigger Conditions

 2.1. Completion of an aircraft delivery.
 2.2. Closure of a maintenance or support ticket.
 2.3. Completion of an annual customer review or contractual milestone.
 2.4. Manual trigger from commercial or support management for ad-hoc campaigns.

Platform Variants

 3.1. Twilio SMS
  • Feature/Setting: Use programmable SMS API; configure “Message Service SID” for delivery of survey links post-event.

 3.2. SendGrid
  • Feature/Setting: “Transactional Template” with dynamic fields; set trigger via REST API POST /mail/send after case closure.

 3.3. SurveyMonkey
  • Feature/Setting: Integrate “Survey Invitation Collector” via API to schedule emails or generate short survey links per customer event.

 3.4. Google Forms
  • Feature/Setting: Auto-generate prefilled survey URLs; use Google Forms API for response extraction after sending via email.

 3.5. Microsoft Forms
  • Feature/Setting: Invoke via Microsoft Graph API to distribute surveys and collect metadata on respondent completion.

 3.6. HubSpot
  • Feature/Setting: Configure “Workflows” and “Feedback Surveys” module to automate survey invitations after closed deals/tickets.

 3.7. Salesforce
  • Feature/Setting: “Salesforce Surveys” process builder; trigger from Service Cloud case closure using Flow Builder.

 3.8. Qualtrics
  • Feature/Setting: API “Distributions” endpoint for email invitations; schedule rule-based feedback based on CRM events.

 3.9. Zendesk
  • Feature/Setting: Enable “Satisfaction Automation”; send survey after ticket marked solved via Zendesk Support API.

 3.10. Mailchimp
  • Feature/Setting: Use “Customer Journey” automation; trigger campaign when tagged “Aircraft Delivered” in CRM.

 3.11. Typeform
  • Feature/Setting: Employ “Webhooks” and Responses API; distribute survey and collect insights programmatically.

 3.12. Intercom
  • Feature/Setting: Configure “Outbound Messages” for survey dispatch post support chat resolution via Intercom API.

 3.13. Freshdesk
  • Feature/Setting: “Customer Satisfaction Surveys” setting; automate upon ticket closure with webhook callback.

 3.14. Slack
  • Feature/Setting: Use “Incoming Webhooks” to send survey links directly to corporate customer contacts or support channels.

 3.15. Google Sheets
  • Feature/Setting: Script survey dispatch via Apps Script after CRM row insertion; log and analyze incoming responses.

 3.16. Airtable
  • Feature/Setting: “Automations” to send survey emails using Airtable SendGrid block on specific record updates.

 3.17. Alchemer (formerly SurveyGizmo)
  • Feature/Setting: REST API for survey invitation; automate via event-driven webhooks.

 3.18. Pabbly
  • Feature/Setting: Use “Email API Integration” task; send surveys triggered by new CRM record or email event.

 3.19. Constant Contact
  • Feature/Setting: “Event-triggered campaign” with API; attach dynamic survey link to standard campaign templates.

 3.20. Zoho CRM
  • Feature/Setting: “Workflow Rule” for completed deals/tickets; use Zoho Survey integration to propagate survey invitations.

21. Jotform

  • Feature/Setting: “Autoresponder Emails” set up via API; trigger on new Jotform record from CRM system.

22. ActiveCampaign

  • Feature/Setting: “Automations” with contact tagging; dispatch targeted survey emails after customer milestone.

23. Medallia

  • Feature/Setting: “Event API” for real-time survey trigger on aircraft/service event; analyze NPS trends by customer.

Benefits

 4.1. Immediate and consistent receipt of feedback after key engagements.
 4.2. High response rates due to multichannel distribution customized per customer preference.
 4.3. Streamlined escalation for dissatisfied customers for proactive resolution.
 4.4. Rich analytics enabling rapid detection of trends, weak points, and process improvement needs.
 4.5. Reduced manual workload and increased operational efficiency across support and delivery teams.