Service satisfaction survey automation

Purpose

1.1. Gather real-time feedback from Acura service customers post-visit to monitor satisfaction and inform continuous improvements.
1.2. Automate survey dispatch through multichannel outreach for higher response rates and streamlined reporting.
1.3. Close feedback loop with real-time alerts for dissatisfied customers, enabling immediate intervention and reputation management.

Trigger Conditions

2.1. Completion of a service appointment in the DMS (Dealer Management System).
2.2. Invoice generation and marked as “paid in full.”
2.3. Customer record contains valid contact info (email and/or phone number).
2.4. Follow-up timer: X hours/days post-service exit (configurable).

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Use Messaging API; send templated SMS with survey link upon appointment close.
3.2. SendGrid
• Feature/Setting: Use Transactional Email API; trigger service satisfaction email on event in CRM.
3.3. Google Forms
• Feature/Setting: Auto-generate unique survey URL; pre-fill with customer/appointment ID fields.
3.4. Typeform
• Feature/Setting: Embed personalized variables in URL; Webhook for capturing responses.
3.5. Zoho Survey
• Feature/Setting: API to deploy survey via SMS/email; auto-fetch contact details.
3.6. SurveyMonkey
• Feature/Setting: Webhooks to ingest responses directly into DMS; branching logic for escalations.
3.7. Mailgun
• Feature/Setting: Schedule survey campaign on invoice close event using the Messages API.
3.8. Mailchimp
• Feature/Setting: Trigger Automation Workflow from CRM field update (e.g., "Service Complete").
3.9. HubSpot
• Feature/Setting: Service Pipeline Automation; auto-email on deal stage “Serviced.”
3.10. Salesforce (Sales/Service Cloud)
• Feature/Setting: Process Builder flow; auto-send survey link when “Service Completed” task logged.
3.11. ActiveCampaign
• Feature/Setting: Deal Update Automation; send personalized trigger email with unique survey link.
3.12. GetResponse
• Feature/Setting: Automation workflow: email on trigger tag “Serviced Vehicle.”
3.13. WhatsApp Business API
• Feature/Setting: Send templated survey invitation via messaging; pre-fill customer name.
3.14. Slack
• Feature/Setting: Push rating/submitted feedback into a monitored channel via Incoming Webhooks.
3.15. Microsoft Power Automate
• Feature/Setting: Trigger on DMS field update; connect to Microsoft Forms and Outlook email dispatch.
3.16. Zendesk
• Feature/Setting: Ticket automation; survey sent on status change to “Closed” or “Resolved.”
3.17. Freshdesk
• Feature/Setting: “Thank you and feedback” workflow post-ticket resolution; auto-send survey via email.
3.18. Intercom
• Feature/Setting: Automated chat follow-up; send satisfaction survey after service is marked complete.
3.19. Pipedrive
• Feature/Setting: Deal stage automation; send survey email on “Service Done” status.
3.20. Airtable
• Feature/Setting: Store survey scheduling/tracking, trigger notifications using Airtable Automations.
3.21. Jotform
• Feature/Setting: Auto-create record with unique URL/token for each customer visit.
3.22. Klaviyo
• Feature/Setting: Behavioral email flow; auto-survey after service automation event.
3.23. Constant Contact
• Feature/Setting: Trigger survey send on import of new “Service Complete” contacts.

Benefits

4.1. Guarantees timely customer feedback and quickly identifies issues.
4.2. Increases response accuracy through personalized, multi-channel delivery.
4.3. Saves manual labor; enables real-time reporting and follow-up.
4.4. Drives service improvements and enhances customer retention.
4.5. Integrates flexibly with current DMS, CRM, and communications platforms.