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Launch Plan
Customer Satisfaction Surveying
[YourCompany.com] · Customer Support Department · Prepared by FullSpec · [Today's Date]
This Launch Plan is your end-to-end guide to getting the Customer Satisfaction Surveying automation live. It covers what is being built, how FullSpec runs each build stage, what your team needs to provide, and what life looks like once the automation is running. FullSpec handles every technical step from configuration through to go-live. Your role is limited to providing tool access and confirming one key decision before the build begins.
01What you're launching
Right now your CX Coordinator spends roughly five hours every week identifying closed tickets, personalising and sending individual survey emails, copying Typeform responses into a spreadsheet, flagging detractors, and compiling a weekly report by hand. Surveys go out late or not at all, unhappy customers are rarely followed up before they churn, and there is no reliable aggregate view of customer sentiment without significant manual effort. This automation replaces ten of the eleven manual steps with two intelligent agents that handle the full loop from ticket closure to manager alert, in minutes rather than hours.
Process
Customer Satisfaction Surveying
Trigger
A HubSpot support ticket transitions to Closed status
Final output
Survey sent to customer, score written to HubSpot, response appended to Google Sheets report, and a Slack alert fired to the support manager for any detractor score
Agents being built
2 agents: Survey Dispatch Agent, Response Processing Agent
Tools involved
HubSpot, Typeform, Gmail, Slack, Google Sheets
Volume
~120 surveys/month (approximately 124 runs this month)
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02How the build works
FullSpec runs every build in four sequential stages: Connect, Build, Test, and Launch. Each stage has a defined set of actions split between the FullSpec team and your team. The total estimated delivery window for this Standard build is four weeks. FullSpec manages all configuration, development, and testing work. The only thing your team needs to do at each stage is listed clearly in the tables below.
Complexity level: Moderate. Estimated delivery: 4 weeks (approximately 20 business days). The delivery clock starts at the close of Connect, not payment. Until tool access is confirmed and the detractor threshold is agreed, the build cannot begin.
1Connect
Business days 1 to 3
FullSpec
Sends you a credential checklist and a short onboarding form. Confirms which HubSpot pipeline stage name maps to Closed. Verifies Typeform plan type supports webhooks. Documents the Google Sheets structure and Slack channel names required.
You
Complete the onboarding form. Share HubSpot, Typeform, Gmail, Slack, and Google Sheets access as instructed. Confirm the detractor score threshold with your support manager (e.g. CSAT score under 3).
2Build
Business days 4 to 13
FullSpec
Builds the Survey Dispatch Agent: HubSpot ticket trigger, 30-day eligibility check, personalised Gmail send, and HubSpot log-back. Then builds the Response Processing Agent: Typeform webhook, HubSpot score write-back, Google Sheets append, and conditional Slack detractor alert.
You
Remain available to answer quick questions (typically under 10 minutes per query). No technical work required from your side during this stage.
3Test
Business days 14 to 17
FullSpec
Runs the full end-to-end flow using real closed tickets in a staging environment. Verifies all data writes to HubSpot and Google Sheets. Confirms Slack alerts fire correctly for detractor scores. Checks eligibility logic blocks duplicate sends. Shares a test summary report.
You
Review the test summary and confirm the survey email looks correct and the Slack alert format meets your team's needs. Sign off on go-live readiness. No technical review required.
4Launch
Business days 18 to 20
FullSpec
Switches the automation to live production credentials. Monitors the first 48 hours of live runs. Verifies the first real survey sends, score writes, and Slack alerts. Delivers the full SOP and runbook to your team.
You
Check that the first live survey email looks correct from the customer's perspective. Confirm your support manager received the first Slack detractor alert (if one fires). No further action needed unless something looks wrong.
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03What FullSpec needs from you
FullSpec needs only access to your existing tools. No technical knowledge is needed from your side, and you will not be asked to write any configuration yourself. The table below lists exactly what is required for each tool and when to have it ready. Everything should be in place before Connect closes so the build can start on day four without delay.
HubSpot
Admin or API-level user credentials, plus confirmation of the exact pipeline stage label used for Closed tickets
Before Connect closes
Typeform
Account login or API key, plus confirmation that the account is on a paid plan with webhook support enabled
Before Connect closes
Gmail
Access to the Gmail account used for outbound survey emails (OAuth authorisation via a Google account login)
Before Connect closes
Slack
The name of the Slack channel where detractor alerts should be posted, plus permission to install a new app to the workspace
Before Connect closes
Google Sheets
Shared access (Editor level) to the satisfaction tracking spreadsheet, or confirmation that FullSpec should create a fresh one
Before Connect closes
One decision to confirm before Connect closes: the detractor threshold. This is the CSAT score (or NPS band) that triggers an immediate Slack alert to the support manager. A common starting point is any score below 3 on a 1-to-5 CSAT scale. Your support manager should confirm this number before build begins. It can be adjusted after launch, but agreeing it upfront avoids a delay to the build schedule.
04Your role once live
Once the automation is live your day-to-day involvement in this process drops to near zero. The table below sets out exactly what each party is responsible for on an ongoing basis.
Role
Ongoing responsibilities
What you no longer touch
You (business owner)
Review the running Google Sheets satisfaction report at a cadence that suits you. Ensure the support manager follows up with any detractors flagged via Slack. Notify FullSpec if you want to adjust the detractor threshold or survey email copy.
Identifying closed tickets, personalising survey emails, copying Typeform responses, flagging low scores manually, notifying the manager by hand, updating HubSpot records, compiling the weekly report
FullSpec
Monitors automation health and uptime. Investigates and resolves any failed survey sends or missed Slack alerts. Applies fixes if a HubSpot pipeline change or Typeform update breaks a connection. Available at support@gofullspec.com.
N/A
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05What success looks like
The markers below give you a clear picture of what to expect at each point after go-live. If anything falls short of these signs of success, contact the FullSpec team at support@gofullspec.com and we will investigate immediately.
Timeframe
What to expect
Sign of success
Week 1
The automation runs on every closed ticket. Survey emails land in customer inboxes within minutes of ticket closure. The first Slack detractor alerts reach the support manager automatically. HubSpot contact records update without any manual input.
100% of closed tickets trigger a survey send attempt. Zero manual emails sent by the CX Coordinator. At least one Slack alert confirmed received by the support manager.
Month 1
Survey send rate stabilises at or near 100% of eligible tickets. Google Sheets report auto-populates each week with no manual compilation. The CX Coordinator is spending the reclaimed five hours per week on higher-value work. Response rate improves as surveys arrive promptly after ticket closure.
Weekly report compiles itself. CX Coordinator time on this process is under 30 minutes per week. Survey response rate trending toward the benchmarked ~58% consistency.
Month 3
The business has a reliable, rolling view of customer sentiment. Detractors are followed up within hours, not days. Staff cost for this process has dropped from approximately $9,880 per year to under $1,000. The automation is operating with no manual intervention and the build cost is on track to pay back within four months of go-live.
Annual staff cost saving on track toward $9,500. No missed detractor follow-ups in the past 30 days. Build cost payback on course for month four. Zero weekly report compilation time.
Next step: complete the onboarding form that FullSpec will send you and have your tool credentials ready before your scheduled Connect session. The faster access is confirmed, the sooner the delivery clock starts and the sooner your team gets its five hours back every week. Questions before then can be sent to support@gofullspec.com.
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