Customer satisfaction analytics

Purpose

1. Collect, aggregate, and analyze post-ride customer satisfaction data to identify service strengths and pinpoint areas of improvement.

2. Automate customer feedback requests, sentiment analysis, report generation, and distribution for operational visibility and decision-making.

3. Streamline integration with booking, ride, and review systems to ensure every customer interaction prompts feedback for analytics.

4. Enable historical trend comparison, driver or route-specific service ranking, and alerting for below-threshold satisfaction metrics.

Trigger Conditions

1. Completion of airport shuttle ride (trip marked as closed in dispatch system).

2. Invoice/payment processed and confirmed for booking.

3. Customer exits shuttle at destination with geo-fence event.

4. Manual trigger by customer service after complaint resolution.

5. Predefined scheduled intervals (daily, weekly summary reporting window).

Platform Variants

1. Twilio Programmable SMS

• Feature/Setting: Automated SMS feedback requests; configure Messaging Service SID, Template: “How was your shuttle experience? Reply 1-5.”
  

2. SendGrid API

• Feature/Setting: Transactional email sending; configure Dynamic Templates and POST /mail/send API to request reviews post ride.
  

3. Google Cloud Natural Language API

• Feature/Setting: Sentiment analysis of feedback; set up /v1/documents:analyzeSentiment endpoint to parse text.
  

4. Microsoft Power BI

• Feature/Setting: Real-time dashboard updates; configure dataflow to auto-refresh from satisfaction survey results dataset.
  

5. Salesforce Service Cloud

• Feature/Setting: Case creation on poor satisfaction score; use Workflow Rule: "If Score < 3, Create Case."
  

6. HubSpot Workflows

• Feature/Setting: Trigger survey email post-ride; set workflow based on completed shuttle deals.
  

7. Typeform API

• Feature/Setting: Collect NPS and open text responses; configure webhook to POST to analytics platform.
  

8. SurveyMonkey Webhooks

• Feature/Setting: Instant survey response notification; configure webhook on response to transfer data.
  

9. Slack Incoming Webhooks

• Feature/Setting: Real-time alerts for low scores; configure webhook for satisfaction channel notifications.
  

10. Zendesk Tickets API

• Feature/Setting: Automatically open support ticket for dissatisfied customers; configure Create Ticket endpoint.
  

11. Airtable Automations

• Feature/Setting: Record feedback in satisfaction base; set Airtable form submissions to auto-populate dashboard.
  

12. Google Sheets API

• Feature/Setting: Central feedback repository; configure scripts to insert each new response.
  

13. Tableau Extract API

• Feature/Setting: Pull feedback data for live analytics; refresh extracts on feedback data write.
  

14. Mailgun Events API

• Feature/Setting: Monitor and log customer email engagement; configure route for feedback confirmation clicks.
  

15. Intercom Events

• Feature/Setting: Trigger in-app survey post-chat; configure custom event for ride completion.
  

16. Zoho CRM Webhooks

• Feature/Setting: Log satisfaction score to customer record; configure trigger post-ride.
  

17. Freshdesk API

• Feature/Setting: Ticket generation on survey flag; enable API to Create Ticket if rating too low.
  

18. Google Forms API

• Feature/Setting: Automated survey distribution; set up form publishing and webhook response collection.
  

19. Power Automate Flows

• Feature/Setting: Chained triggers for multi-step reporting; design flows for survey-send, collect, alert.
  

20. Notion API

• Feature/Setting: Aggregate feedback and comments; configure integration to auto-create pages per response.
  

21. Amazon Comprehend

• Feature/Setting: Analyze open text sentiment; POST feedback for real-time parsing.
  

22. Monday.com Automations

• Feature/Setting: Update project boards with current satisfaction trends; configure custom automations.
  

Benefits

1. Accelerated response to negative trends and critical issues.

2. Increased feedback volume and accuracy through timely prompts.

3. Full visibility into service performance per ride, route, or driver.

4. Seamless integration with reporting tools for automated insights.

5. Reduced manual overhead, ensuring data-driven decision-making.