Post-service follow-up surveys and NPS collection

Purpose

1. Automate the delivery, collection, and aggregation of post-service follow-up surveys and Net Promoter Score (NPS) to measure customer satisfaction after machine maintenance is completed.

2. Enables service teams to obtain actionable feedback, automate issue resolution workflows, and automate customer retention strategies.

3. Drives continuous improvement by automatedly capturing customer sentiments in real time, automating response escalation, and automating data-driven reporting for management.

Trigger Conditions

1. Automatedly triggers upon completion of a machine maintenance job logged in service management or CRM.

2. Automates after technician closes service ticket, marks status as “complete,” or upon invoice payment.

3. Automates based on elapsed time after job end (e.g., 24-48 hours post-completion).

Platform Variants

1. Twilio SMS

• Feature/Setting: Automates outbound SMS survey using Programmable Messaging API; configure messaging webhook with post-maintenance trigger, use template “Thank you for your recent service. Please rate [link].”
  

2. SendGrid

• Feature/Setting: Automates HTML/email surveys via SendGrid Mail Send API; automate dynamic template to insert job/customer data, automator triggers on job completion.
  

3. Typeform

• Feature/Setting: Automates survey creation via Responses API, configures webhook to auto-send survey when maintenance logs completion.
  

4. Google Forms

• Feature/Setting: Automates form dispatch using Google Forms API; automate using Apps Script trigger on Sheets data change.
  

5. SurveyMonkey

• Feature/Setting: Automates survey invitations via SurveyMonkey Collectors API, trigger on event from service database or CRM.
  

6. Mailchimp

• Feature/Setting: Automates survey emails via Campaign API, use automator “completion” event as campaign trigger, personalized customer merge fields.
  

7. Zendesk

• Feature/Setting: Use Automation/Triggers to email NPS/CSAT form via Zendesk Satisfaction API after ticket marked “Solved.”
  

8. HubSpot

• Feature/Setting: Automates workflow trigger “Service Ticket Closed” to send survey using HubSpot Feedback Surveys API.
  

9. Freshdesk

• Feature/Setting: Automates satisfaction survey via Freshdesk Automations module; trigger “Ticket Closed” to send survey link.
  

10. Salesforce

• Feature/Setting: Triggers automated post-case surveys using Salesforce Flow and Survey Invitation API when Case.Status = Closed.
  

11. Intercom

• Feature/Setting: Automates chat/post-service surveys using Intercom Messages API, triggers based on service tag or status.
  

12. ActiveCampaign

• Feature/Setting: Automates survey campaign using API-based automation triggered by tag addition or custom field change.
  

13. Microsoft Power Automate

• Feature/Setting: Flow automates survey dispatch via Microsoft Forms using Graph API; triggers on Dynamics 365 Service completion.
  

14. Zoho CRM

• Feature/Setting: Automates survey link email using Zoho CRM Workflow Automation and Zoho Survey API, triggered by deal stage.
  

15. Jotform

• Feature/Setting: API automator triggers form distribution via webhook when job status is updated in a connected app.
  

16. Qualtrics

• Feature/Setting: Automates survey invitations via Qualtrics XM Directory API, triggered by automation event “Job Completed.”
  

17. Slack

• Feature/Setting: Uses Slack Bots to automate direct message with NPS link, triggered by workflow event after service completion.
  

18. Pabbly Connect

• Feature/Setting: Automates sequencing of events to send surveys via HTTP module, upon CRM/job status update.
  

19. Klaviyo

• Feature/Setting: Automates post-service email via Flow Automations API, configure trigger on service job integration.
  

20. Airtable

• Feature/Setting: Automates sending surveys using Airtable Automations; Runs “When record updated” script to send email/SMS survey via integrated Twilio or SendGrid.
  

21. GMail

• Feature/Setting: Automates survey link email via GMail API automation, configures trigger in Apps Script or 3rd-party automator.
  

22. Monday.com

• Feature/Setting: Board automation “When Status changes to Complete” to automatically send out surveys via supported email integration.
  

Benefits

1. Automates consistent outreach, maximizes response rates, and eliminates manual follow-up tasks.

2. Automates data collection and instantly routes red flags for remedial action, safeguarding customer loyalty.

3. Enables automating trend analysis and escalation, powering continuous improvement loops.

4. Scalable automation across all maintenance activities—standardized, rapid, and error-free customer feedback collection.