Scheduled customer satisfaction surveys post-purchase

Purpose

1.1. To systematically engage wholesale HVAC air filter customers post-purchase for feedback, measuring satisfaction with products, sales process, and support, and identifying actionable insights for quality improvement, customer retention, and loyalty programs.

Trigger Conditions

2.1. A sales transaction is marked “Completed” in the ERP or CRM.
2.2. X days (configurable, e.g., 7 days) after delivery confirmation.
2.3. Customer status is “active” and communication preference is set to “surveys enabled.”
2.4. Filtered for commercial account types only.

Platform Variants

3.1. Salesforce
• Feature: Process Builder or Flow — schedule survey email upon Opportunity “Closed-Won”.
3.2. HubSpot
• Feature: Workflows — automated “Customer Feedback” survey trigger after deal stage update.
3.3. Microsoft Power Automate
• API/Connector: Schedule “Send Survey” through Outlook integration after invoice date + 7 days.
3.4. Twilio SMS
• API: Messages API — auto-send SMS with survey link post-purchase using status webhook.
3.5. SendGrid
• API/SMTP: Automated transactional email trigger with embedded survey link.
3.6. SurveyMonkey
• API: Responses collector — programmatically generate and send survey links per customer contact.
3.7. Google Sheets
• Script/API: Google Apps Script trigger — match new row (order) to initiate survey email via Gmail.
3.8. Mailchimp
• Automation: Customer Journey builder — post-purchase survey campaign after custom trigger.
3.9. Zoho CRM
• Workflow: “After Record Action” > “Send Survey” on sales module completion.
3.10. Intercom
• Feature: Series Automation — targeted in-app or email survey based on customer tag update.
3.11. Freshdesk
• Automations: Dispatch Satisfaction Survey ticket upon order closure.
3.12. Shopify
• App/API: Use Flow app — trigger survey email after order “fulfilled” status.
3.13. Typeform
• Webhooks/API: Auto-generate personalized survey link per order ID, send via email service.
3.14. Klaviyo
• Trigger Flow: Set post-purchase survey campaign with dynamic scheduling.
3.15. Slack
• Incoming Webhook: Notify a channel upon survey launch for internal tracking.
3.16. Airtable
• Automation: On “Delivered” record update, trigger outbound survey action.
3.17. Qualtrics
• API: Transaction-based survey distribution based on order event from CRM/ERP webhook.
3.18. ActiveCampaign
• Automation Builder: Set post-transaction engagement with survey CTA.
3.19. Outlook365
• Flow/Script: Scheduled survey email dispatch using Microsoft Graph API.
3.20. Pipedrive
• Workflow Automation: Move deal to “Won” triggers API call to survey platform.
3.21. Monday.com
• Integration: Order workflow completion triggers automatic email with survey link.
3.22. Zendesk
• Trigger: Solved ticket triggers CSAT survey send via email channel.
3.23. Gorgias
• Automation: Close order ticket triggers survey email through Messenger integration.

Benefits

4.1. Structured feedback collection pinpoints product and service improvement areas.
4.2. Automated scheduling eliminates manual oversight and ensures timely outreach.
4.3. Integration with ERP/CRM ensures only eligible contacts are surveyed, maintaining relevance.
4.4. Multichannel options (email/SMS/in-app) maximize customer response rates.
4.5. Continuous satisfaction tracking feeds data for retention and upsell strategies.