Customer service rating aggregation

Purpose

1.1. Aggregate customer service ratings from multiple channels (e.g., email, surveys, SMS, review platforms) specific to air compressor repair jobs, to centralize feedback.
1.2. Enable real-time visibility for management on technician performance, recurring service issues, and customer satisfaction trends.
1.3. Present data in customizable dashboards and regular internal reports, filtered by job type, technician, or customer account.
1.4. Support proactive service improvements and compliance/audit with industry best practices.

Trigger Conditions

2.1. Completion of a service job and closure in the work order management system.
2.2. Submission of a post-service survey by a customer.
2.3. Receipt of public or private customer review mentioning air compressor service.
2.4. Scheduled data consolidation (e.g., nightly or weekly batch collection).

Platform Variants

3.1. Twilio SMS
• Feature: Webhook for inbound SMS.
• Sample: Configure SMS response survey linked to closed work orders.

3.2. SendGrid
• Feature: Parse incoming survey emails via Inbound Parse Webhook.
• Sample: Forward parsed data to central database.

3.3. Google Forms
• Feature: Form submission trigger through Apps Script.
• Sample: Auto-log survey responses to Google Sheets.

3.4. Typeform
• Feature: Webhook on form response.
• Sample: Send customer ratings instantly to reporting system.

3.5. SurveyMonkey
• Feature: Webhook notifications for completed surveys.
• Sample: Feed responses into performance monitoring tool.

3.6. Facebook Graph API
• Feature: Page review endpoints.
• Sample: Pull review scores and extract comments for aggregation.

3.7. Google My Business API
• Feature: Reviews.List endpoint.
• Sample: Schedule retrieval of latest ratings and comments.

3.8. Zendesk
• Feature: Ticket Satisfaction API.
• Sample: Fetch satisfaction scores after service tickets close.

3.9. HubSpot
• Feature: Feedback Submissions API.
• Sample: Collect customer ratings following job completion.

3.10. Microsoft Forms
• Feature: Response submission via Power Automate.
• Sample: Push ratings to SharePoint list for reporting.

3.11. Salesforce
• Feature: Survey Invitations & Response API.
• Sample: Trigger survey post-case closure and record response.

3.12. Slack
• Feature: Slack Events API message listener.
• Sample: Capture direct feedback posted in service channels.

3.13. Intercom
• Feature: Conversation Ratings API.
• Sample: Collect user ratings after closed support chats.

3.14. Freshdesk
• Feature: Satisfaction Ratings API.
• Sample: Export post-ticket ratings to central monitoring.

3.15. Trustpilot
• Feature: Business Unit Reviews API.
• Sample: Aggregate new reviews mentioning compressor repairs.

3.16. Yelp Fusion API
• Feature: Business review endpoint.
• Sample: Pull ratings and feedback for relevant locations.

3.17. Zoho CRM
• Feature: Surveys integration webhook.
• Sample: Sync post-service survey data.

3.18. Mailchimp
• Feature: Survey response event webhook.
• Sample: Collect feedback after service campaign emails.

3.19. Airtable
• Feature: Form submission and webhook integration.
• Sample: Collate ratings into a reporting base.

3.20. Power BI
• Feature: Streaming data set API.
• Sample: Push live ratings for instant dashboard update.

3.21. Pipedrive
• Feature: Activity completion webhook with note parsing.
• Sample: Trigger rating request after field service activity closes.

Benefits

4.1. Accelerates identification of customer satisfaction issues.
4.2. Consolidates multi-channel ratings into actionable metrics.
4.3. Reduces manual monitoring and reporting overhead.
4.4. Enables granular performance monitoring by technician, region, or job.
4.5. Supports continuous improvement with evidence-based reporting.