Customer satisfaction survey dispatch after service

Purpose

1.1. Automatically dispatch customer satisfaction surveys after HVAC installation services to ensure timely feedback, improve service quality, meet compliance requirements, and monitor technician performance.
1.2. Logging collected responses directly to CRM and ticketing systems for analysis and reporting.

Trigger Conditions

2.1. HVAC installation job status marked as “completed” in the field service, CRM, or ERP application.
2.2. Job completion notification received from technician mobile app or field device.
2.3. Invoice or completion certificate issued.
2.4. Work order closed in administrative system.
2.5. Manual trigger by dispatcher or team leader for exceptions.

Platform Variants

3.1. Twilio (SMS)
• Feature/Setting: SMS API — Configure to send survey link via POST to `api.twilio.com/2010-04-01/Accounts/{AccountSid}/Messages.json`.
3.2. SendGrid
• Feature/Setting: Mail Send API — Use v3 Mail Send to deliver survey via email in transactional workflow.
3.3. Mailchimp
• Feature/Setting: Campaign API — Automate trigger-based survey email; POST `/campaigns` with template and list ID.
3.4. HubSpot
• Feature/Setting: Workflows — Set workflow automation to enroll contact and dispatch feedback form upon job completion property update.
3.5. Salesforce
• Feature/Setting: Process Builder/Flow — Trigger Email Alert or SMS via partner connector when job status changes.
3.6. Typeform
• Feature/Setting: Webhooks — Auto-generate unique survey link and send via CRM event trigger.
3.7. Google Forms
• Feature/Setting: G Suite Script Automation — Embed pre-fill URL and mail-merge with customer data.
3.8. Microsoft Power Automate
• Feature/Setting: Flows — Link Dynamics 365/SharePoint job completion event to survey email dispatch.
3.9. Zapier
• Feature/Setting: Zap — Connect field service/CRM app event to chosen survey delivery platform.
3.10. SurveyMonkey
• Feature/Setting: Collector API — Generate share link and distribute through CRM webhook.
3.11. Zendesk
• Feature/Setting: Trigger Automation — Upon ticket closed, send follow-up survey email.
3.12. ServiceTitan
• Feature/Setting: Job Completion Automation — Use webhook to transmit customer info to survey platform.
3.13. Freshdesk
• Feature/Setting: Dispatch' survey emails on ticket resolution using automation rules.
3.14. Intercom
• Feature/Setting: Post-Conversation Surveys — Trigger survey based on auto-close conversation event.
3.15. Monday.com
• Feature/Setting: Automation Recipes — On status to "Done", send survey email through Gmail/Outlook integration.
3.16. Jira Service Management
• Feature/Setting: Automation Rules — Send survey notification on issue transition to resolved.
3.17. Pipedrive
• Feature/Setting: Workflow Automation — On deal moved to “Won,” send survey link via integrated email.
3.18. Zoho CRM
• Feature/Setting: Blueprint/Workflow — On job or service module status update, push survey email.
3.19. DocuSign
• Feature/Setting: Envelope Complete Connect — Trigger survey after completion certificate signed.
3.20. Smartsheet
• Feature/Setting: Automated Workflows — When row updates to ‘Completed,’ email survey using mail integration.

Benefits

4.1. Captures real-time customer feedback for ongoing service improvement.
4.2. Increases response rates versus manual surveys.
4.3. Demonstrates service accountability and regulatory compliance.
4.4. Enables rapid identification and escalation of negative experiences.
4.5. Feeds analytics and performance dashboards automatically.