Post-visit feedback surveys

Purpose

1.1. Gather actionable feedback from aquarium guests post-visit to improve services, enhance guest experience, and support operational decision-making.
1.2. Enable data-driven improvements to exhibit quality, staff interaction, cleanliness, and overall satisfaction.
1.3. Collect guest contact information for future marketing and loyalty initiatives.
1.4. Facilitate reputation management by identifying promoters and detractors swiftly.
1.5. Ensure compliance with privacy laws (e.g., GDPR) in survey distribution and data handling.

Trigger Conditions

2.1. Completion of a ticket scan at exit gate.
2.2. Expiry of online booking time window.
2.3. Check-out from a guided tour or special event.
2.4. At a scheduled time after a confirmed visit (e.g., 1 hour after leaving).
2.5. Upon successful transaction in gift shop or café.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Programmable Messaging API — configure a webhook to send template survey invitations to guest numbers.
3.2. SendGrid
• Feature/Setting: SMTP API — set up transactional emails with embedded feedback survey links post-visit.
3.3. SurveyMonkey
• Feature/Setting: Survey Links API — generate unique links per guest and track response submissions.
3.4. Google Forms
• Feature/Setting: Form Response API — distribute pre-filled survey links via email or SMS, auto-record submissions.
3.5. Typeform
• Feature/Setting: Webhooks + Hidden Fields — send personalized, trackable surveys triggered by visit completion.
3.6. Zoho Survey
• Feature/Setting: Survey Distribution API — automate multi-channel (email, SMS) survey sends based on event triggers.
3.7. Mailchimp
• Feature/Setting: Campaign API — schedule auto-emails with survey calls-to-action for segmented audiences.
3.8. Salesforce Marketing Cloud
• Feature/Setting: Journey Builder — trigger survey sends as part of guest engagement journeys based on visit data.
3.9. Freshdesk
• Feature/Setting: Automations — post-ticket or case closure, trigger CSAT/NPS survey email delivery.
3.10. Slack
• Feature/Setting: Incoming Webhooks — post survey links to specific team channels for internal follow-up when negative feedback detected.
3.11. HubSpot
• Feature/Setting: Feedback Automation — use workflow triggers to deliver surveys after visit lifecycle events.
3.12. ActiveCampaign
• Feature/Setting: Automations — email or SMS survey sequences triggered by contact list updates post-visit.
3.13. Intercom
• Feature/Setting: Custom Bots — trigger survey pop-ups or follow-up messages to visitors leaving feedback.
3.14. Qualtrics
• Feature/Setting: Distributions API — send personalized feedback surveys after specific visit interactions.
3.15. WhatsApp Business API
• Feature/Setting: Template Messages — push survey invitations to verified guest contacts after visit.
3.16. Zendesk
• Feature/Setting: Triggers — dispatch CSAT surveys via email after guest service closure.
3.17. Facebook Messenger
• Feature/Setting: Messenger Send API — auto-send survey message templates after visit tagging.
3.18. Viber
• Feature/Setting: Public Account Messaging API — distribute survey links to guests via Viber post-visit.
3.19. Microsoft Power Automate
• Feature/Setting: Scheduled / Event Trigger Flow — auto-send survey emails or SMS when visit record is closed.
3.20. Marketo
• Feature/Setting: Smart Campaigns — initiate feedback survey delivery via email or SMS upon post-visit activity.
3.21. Constant Contact
• Feature/Setting: Automated Email Series — configure follow-up campaigns with embedded feedback links post-visit.
3.22. Google Calendar
• Feature/Setting: Event End Trigger — use event conclusion as a trigger to dispatch surveys to attendees.

Benefits

4.1. Automated collection drives higher response rates and fresh data.
4.2. Immediate feedback enables rapid issue resolution and guest recovery.
4.3. Reduces manual effort and operational delays in gathering guest insights.
4.4. Multi-channel delivery expands audience reach and engagement.
4.5. Facilitates analysis of sentiment, NPS, and improvement over time.
4.6. Enhances brand image through proactive guest engagement and visible responsiveness.
4.7. Supports segmentation for future marketing and loyalty programs.
4.8. Ensures consistent, standardized guest experience evaluation.
4.9. Integrates with reputation management systems to escalate negative experiences.
4.10. Enables remote and contactless guest feedback collection, supporting health/safety compliance.