Automated customer satisfaction scoring

Purpose

1.1. Automate collection, processing, and analysis of customer feedback to generate satisfaction scores for adventure sports participants.
1.2. Aggregate data from multiple interaction points (booking, activity, post-experience, support), usable for continuous business improvement.
1.3. Provide real-time dashboards for team leads, monitor trends, and alert on negative feedback patterns.
1.4. Enable automated intervention workflows for low scores (follow-up, offers, resolution paths).
1.5. Feed aggregated satisfaction metrics into marketing and operational strategy tools for decision-making.

Trigger Conditions

2.1. Completion of adventure activity (end of session booking timestamp).
2.2. Submission of digital feedback forms (web/app/QR code).
2.3. Response received to automated SMS/email feedback request.
2.4. Direct customer interaction logged in CRM/support portal.
2.5. After a support ticket closure event.
2.6. Payment completion for ancillary services (equipment rental, merch).

Platform variants

3.1. Salesforce
• Feature: Workflow Rules & Einstein Analytics API — configure post-session feedback trigger, connect to analytics for scoring.
3.2. HubSpot
• Feature: Feedback Survey Tool & Workflow Automation — auto-send surveys; use Deal Properties API for score storage.
3.3. Zendesk
• Feature: Satisfaction Ratings API — capture and push ratings after ticket close.
3.4. Google Forms
• Feature: Form Submit Webhook — capture feedback submission, trigger scoring script.
3.5. Typeform
• Feature: Responses API — fetch submissions; logic jump for conditional follow-up.
3.6. SurveyMonkey
• Feature: Webhooks & Analyze API — get responses, analyze for score assignment.
3.7. Mailchimp
• Feature: Mandrill Transactional API — send post-experience feedback emails; record responses.
3.8. SendGrid
• Feature: Event Webhook — monitor feedback email engagement, trigger scoring workflow.
3.9. Twilio
• Feature: Programmable SMS API — deliver and log SMS survey links; capture inbound replies.
3.10. Intercom
• Feature: Conversations & Surveys API — trigger customer satisfaction survey after support chat.
3.11. Freshdesk
• Feature: Automations & CSAT API — send survey on ticket resolution, store results in contact record.
3.12. Facebook Messenger
• Feature: Webhook Integration — prompt feedback via Messenger bot; store reply text.
3.13. Slack
• Feature: Incoming Webhooks — route team alerts for poor scores; capture staff feedback.
3.14. Power BI
• Feature: REST API — ingest real-time scores, visualize trends.
3.15. Tableau
• Feature: Web Data Connector — display dynamic customer score dashboards.
3.16. Google Sheets
• Feature: Apps Script Web Apps — auto-update rows on new survey data for aggregate scoring.
3.17. Club OS
• Feature: API Webhooks — trigger feedback requests post-activity session.
3.18. Zoho CRM
• Feature: Workflow Automation & Survey Integration — send post-activity survey, auto-score on ticket/event record.
3.19. Airtable
• Feature: Webhooks & Automations — collect responses and calculate average per activity.
3.20. Microsoft Dynamics 365
• Feature: Power Automate Triggers — action workflows on event completions for satisfaction prompts.
3.21. Qualtrics
• Feature: Survey API — integrate survey delivery and response retrieval for scoring models.
3.22. Jotform
• Feature: API Webhooks — listen for submission, extract scores, and push to CRM or analytics.
3.23. Monday.com
• Feature: Automations & API — create items on feedback received, update dashboards.

Benefits

4.1. Accelerates response cycles to negative experiences, minimizing customer churn.
4.2. Reduces manual effort while increasing survey engagement rates.
4.3. Enables precise operational optimization by linking scores to teams, locations, sessions.
4.4. Boosts data accuracy for marketing, upsell, and loyalty programs.
4.5. Standardizes feedback measurement across all adventure activities, scaling insights for growth.