Feedback and satisfaction survey automation

Purpose

1.1. Gather structured feedback from apartment leads and tenants using automated outreach, enabling consistent satisfaction tracking, prompt issue resolution, improved retention, enhanced reputation management, and more data-driven decision making.
1.2. Capture tenant experience at key touchpoints: onboarding, maintenance, lease end, and property events.
1.3. Rapidly investigate unresolved issues and negative trends, escalating to management or support as required.
1.4. Generate real-time analytics dashboards and reports for continuous service improvement.
1.5. Integrate results directly into tenant CRM records for holistic resident profiles.

Trigger Conditions

2.1. Lease signing date (Welcome survey trigger).
2.2. Completion of a maintenance request or support ticket.
2.3. Move-in or move-out date.
2.4. After community events or amenity use.
2.5. Predefined time intervals (e.g., quarterly check-ins).
2.6. Upon tenant response to key communications.
2.7. Low rating on another tracked metric (escalation trigger).

Platform Variants

3.1. Twilio SMS
• Feature: Programmable Messaging API
• Setting: Automated SMS surveys after triggered event; sample payload to /Messages endpoint including phone, body, statusCallback.
3.2. SendGrid
• Feature: Marketing Email API
• Setting: Automated email campaigns, dynamic survey links; use /mail/send, personalizations, and tracking settings.
3.3. SurveyMonkey
• Feature: Webhooks & Survey Collector API
• Setting: Trigger new survey send on API event; /collectors POST for survey link distribution.
3.4. Google Forms
• Feature: Google Forms API
• Setting: Automate invitation emails with unique links; use forms.responses.create to log answers.
3.5. Typeform
• Feature: Typeform Responses API
• Setting: Call /forms/{form_id}/responses to capture feedback, webhook on submit for CRM sync.
3.6. Qualtrics
• Feature: Directory Contacts API, Distributions API
• Setting: Use /distributions for mass survey dispatch and /responseexports for analytics.
3.7. Microsoft Power Automate
• Feature: Email & SMS connectors
• Setting: Flow triggers on Sharepoint or Dynamics updates; send survey via Microsoft Forms.
3.8. HubSpot
• Feature: Feedback Survey API
• Setting: Trigger transactional NPS/CES/CSAT surveys using /surveys/v1/trigger endpoint.
3.9. Salesforce
• Feature: Surveys in Salesforce / REST API
• Setting: Automate send upon Case close or Opportunity stage with /services/data/vXX.X/sobjects/SurveyInvitation.
3.10. Zendesk
• Feature: Triggers and Satisfaction Surveys
• Setting: Automate survey upon ticket closure using triggers > Notify target with survey link.
3.11. Intercom
• Feature: Surveys via Messenger
• Setting: Use Messenger API to prompt survey post-interaction; track with conversation attributes.
3.12. Mailchimp
• Feature: Automations & Surveys
• Setting: Send survey campaign after workflow trigger; embed native survey or redirect link via campaign content.
3.13. Slack
• Feature: Incoming Webhooks & Workflow Builder
• Setting: Post survey to private resident channels after event triggers; automate reminders.
3.14. Airtable
• Feature: Form Views & Automations
• Setting: Generate personalized links and track status per-record; run feedback analysis scripts.
3.15. Monday.com
• Feature: Automations, Forms
• Setting: Trigger board updates to send forms, collect and visualize feedback, API /forms.
3.16. Freshdesk
• Feature: Customer Satisfaction Survey
• Setting: Send CSAT email on ticket resolution; automated via scenario automations.
3.17. Zoho Survey
• Feature: Zoho Survey API
• Setting: Automatically create and dispatch survey invite emails using /sendinvite endpoint.
3.18. ActiveCampaign
• Feature: Automations + Survey Integration
• Setting: After property event, email embedded survey via automation trigger.
3.19. Facebook Messenger
• Feature: Messenger Platform Send API
• Setting: Automate survey prompt after customer service interactions, payload to /me/messages.
3.20. WhatsApp Business API
• Feature: Interactive Message API
• Setting: Send structured survey or quick reply flow upon trigger, POST to /v1/messages.

Benefits

4.1. Enables timely and scalable feedback collection at all tenant lifecycle points.
4.2. Minimizes manual effort while maximizing resident participation and actionable insights.
4.3. Immediate escalation of negative responses improves issue resolution time.
4.4. Centralizes survey data for analytics, reporting, and tenant experience optimization.
4.5. Enhances tenant loyalty and retention through proactive engagement.