Follow-up on low satisfaction ratings

Purpose

1.1. Automate follow-up on customer feedback where satisfaction ratings fall below a set threshold.
1.2. Automatedly identify and segment dissatisfied aquatic centre clients, triggering a personalized remediation workflow to boost retention.
1.3. Reduce manual intervention, assure rapid response, and automate escalation to management if low satisfaction recurs.
1.4. Enable actionable insights for the recreation management team by automating feedback loop analysis and reporting.
1.5. Seamlessly orchestrate multi-channel, cross-team interventions for low-rating scenarios in a sports & fitness environment.

Trigger Conditions

2.1. Incoming survey or feedback data contains a rating below pre-defined threshold (e.g., <3/5).
2.2. Automatedly detects low satisfaction across web app, email, or kiosk surveys.
2.3. Escalation trigger if no response within a set time, automating a tiered follow-up.
2.4. Detection of patterns in frequent low ratings from the same client automates different response logic.

Platform Variants

3.1. Twilio SMS
- Feature/Setting: Messaging API; configure webhook to automate SMS follow-up to clients with low scores.
3.2. SendGrid
- Feature/Setting: Mail Send API; automate custom templated follow-up emails triggered by survey tools.
3.3. Slack
- Feature/Setting: Incoming Webhooks; automate internal notification to support channels on low scoring events.
3.4. Zendesk
- Feature/Setting: Ticket API; automate ticket creation and route for urgent follow-up workflows.
3.5. ServiceNow
- Feature/Setting: Incident Management API; automate incident registration for unresolved negative feedback.
3.6. Salesforce
- Feature/Setting: Case Management API; configure automation for creating customer retention cases.
3.7. Microsoft Teams
- Feature/Setting: Webhook Connector; automate message to the operations team for critical feedback cases.
3.8. HubSpot
- Feature/Setting: Workflow Automator; automate follow-up tasks and personalize messaging based on satisfaction data.
3.9. Google Sheets
- Feature/Setting: Apps Script Triggers; automate row monitoring for new low ratings and forward events.
3.10. Airtable
- Feature/Setting: Automation Triggers; auto-assign follow-up owner and update client records.
3.11. Mailchimp
- Feature/Setting: Automated Email Journeys; configure drip campaigns for unhappy aquatic centre customers.
3.12. Intercom
- Feature/Setting: Messaging Triggers; automate personalized chat interventions after poor feedback.
3.13. Zoho CRM
- Feature/Setting: Workflow Rules; automate escalation for repeated low satisfaction records.
3.14. Asana
- Feature/Setting: Project Automations; auto-create tasks for support team based on new low rating events.
3.15. Monday.com
- Feature/Setting: Automations; automate assignment of customer recovery tasks for recreation staff.
3.16. Freshdesk
- Feature/Setting: Ticket Automator; auto-route client issues with severity tags for follow-up.
3.17. Trello
- Feature/Setting: Butler Automation; automate board updates and task creation for bad feedback incidents.
3.18. Pipedrive
- Feature/Setting: Workflow Automation; trigger follow-up activities for dissatisfied clients in aquatics.
3.19. Google Calendar
- Feature/Setting: Event API; automate calendar event creation for escalation or callback scheduling.
3.20. Qualtrics
- Feature/Setting: Action Automation; configure automator actions on survey low-score triggers.
3.21. SurveyMonkey
- Feature/Setting: Webhooks; automate export and response logic for poor post-visit feedback.
3.22. Microsoft Power Automate
- Feature/Setting: Automated flows; chain actions between applications when low ratings arise.
3.23. Notion
- Feature/Setting: Database Automations; auto-log and flag low scoring feedback for management.

Benefits

4.1. Automates follow-up outreach, ensuring every unsatisfied client receives attention.
4.2. Eliminates repetitive manual work, improving speed and reliability of response.
4.3. Centralizes data from different feedback channels for automated trend analysis.
4.4. Automates escalation and team notification, reducing lost cases and oversight.
4.5. Improves customer retention through fast, data-driven automation.
4.6. Frees staff for high-value activities while automating routine support flows.
4.7. Customizes automated intervention per client based on recurrences and severity.
4.8. Enables detailed analytics to automate service quality improvements.