Feedback collection and escalation to management

Purpose

1. Automate feedback gathering from coworking space users, tenants, and staff for proactive engagement.

2. Automates escalation of critical or negative feedback to management for rapid resolution.

3. Automates collection via multiple digital channels to maximize reach and response rates.

4. Automates aggregation, sorting, and categorization to streamline internal handling.

5. Serve as an automator for reminders, follow-ups, and status updates post-escalation.

6. Enforces transparency and accountability for automated feedback workflows.

Trigger Conditions

1. User submits feedback via online forms, SMS, email, or app.

2. Negative feedback score detected (e.g., rating ≤ 3).

3. Automated sentiment analysis flags urgent escalation.

4. Feedback touches on specific keywords (“urgent”, “complaint”, “maintenance”).

5. Scheduled batch collection window closes (weekly, monthly).

6. Management escalation not acknowledged within a defined SLA—triggers reminders.

Platform Variants

1. Microsoft Forms

• Feature/Setting: Automated branching based on feedback score; Connect Form submission trigger for automation flow
  
• Example: Connect to Power Automate to send instant escalation email
  

2. Google Forms

• Feature/Setting: Form submit trigger via Google Apps Script or Zapier; Drive-to-Sheets data movement
  
• Example: On submit, runs Apps Script to send feedback to escalation mailbox
  

3. Typeform

• Feature/Setting: Typeform Responses API; Integration with feedback collection automation
  
• Example: Automate webhook calls to management chat if response is negative
  

4. SurveyMonkey

• Feature/Setting: Webhooks or SurveyMonkey API; Conditional logic used to route escalation
  
• Example: Automatedly flags negative survey and emails management
  

5. Slack

• Feature/Setting: Incoming Webhooks or Slack API; Automate direct escalation message
  
• Example: Automated feedback-forwarding bot posts to #management-feedback
  

6. Microsoft Teams

• Feature/Setting: Incoming webhook, Power Automate integration
  
• Example: Automation posts feedback summary to designated escalation team channel
  

7. Zendesk

• Feature/Setting: Zendesk API “Create Ticket” endpoint; automation rules
  
• Example: Automate creation of support ticket on flagged feedback
  

8. Intercom

• Feature/Setting: Intercom Inbox API, automation on new conversation
  
• Example: Automated workflow sends alerts to management for urgent tags
  

9. Salesforce

• Feature/Setting: Process Builder, Flow Builder, Salesforce API
  
• Example: Automate feedback log, trigger escalation task assignment
  

10. Freshdesk

• Feature/Setting: Feedback widget, Freshdesk API, automation scenarios
  
• Example: Automate escalation via Freshdesk scenario rules for low ratings
  

11. Zoho CRM

• Feature/Setting: Zoho Forms, Automation workflow, API endpoint triggers
  
• Example: Automates contact owner notification when feedback is critical
  

12. HubSpot

• Feature/Setting: Workflows, Forms API
  
• Example: Automate email escalation based on feedback rating field
  

13. Jotform

• Feature/Setting: Webhook, Conditional logic, Jotform API
  
• Example: Automator notifies admin via webhook on flagged submission
  

14. SendGrid

• Feature/Setting: Inbound Parse Webhook, automated emails
  
• Example: Automate custom escalation email upon certain keywords detection
  

15. Mailgun

• Feature/Setting: Routes, Mailgun API, Automation triggers
  
• Example: Automates forwarding to manager mailbox based on content filter
  

16. Twilio SMS

• Feature/Setting: SMS webhook, Twilio Studio Flow
  
• Example: Automates escalation via SMS alert to management
  

17. Airtable

• Feature/Setting: Automations, Web clips, Airtable API
  
• Example: Automate record creation with escalation field and notification trigger
  

18. Notion

• Feature/Setting: Notion API, Linked databases, Automation integration
  
• Example: Automatedly log and push feedback requiring escalation to a task board
  

19. Trello

• Feature/Setting: Trello API, Butler automation rules
  
• Example: Automate new card creation for escalated feedback in management list
  

20. Asana

• Feature/Setting: Asana Rules, Webhooks, Forms
  
• Example: Automator assigns task to operations manager when urgent feedback arrives
  

Benefits

1. Automating feedback collection increases timeliness and volume of responses.

2. Automated escalation ensures actionable insights reach management without delay.

3. Automation reduces manual labor, error, and lag in feedback cycles.

4. Automator process promotes transparency and management accountability.

5. Integrated, cross-platform automation maximizes engagement and responsiveness in coworking spaces.

6. Automating reminders guarantees nothing is overlooked in escalated feedback threads.

7. Structured, automatable workflow delivers consistent quality for communication and engagement operations.