Customer satisfaction surveying involves identifying resolved interactions, sending surveys to customers, collecting responses, and analyzing results to track satisfaction metrics. Manual execution is time-consuming, error-prone, and often results in low response rates and delayed feedback logging.
Automation monitors resolved tickets, sends surveys automatically at the right time, collects and extracts response data, calculates satisfaction scores, and publishes insights to the team.
The full workflow, from trigger to completion.
The automation is triggered when a support ticket status changes to resolved or a transaction is marked complete in the payment system. The customer record and interaction details are passed to the next step.
The automation fetches the customer email, name, ticket subject, and resolution date. This data is used to personalize the survey and ensure the right customer receives the right survey.
A pre-built survey is sent to the customer email immediately after ticket resolution, with the customer name and ticket context embedded in the message. The survey link is unique to each customer and response.
As customers complete the survey, responses are automatically captured and parsed by the automation. Satisfaction scores, NPS, and free-text feedback are extracted and structured.
Survey responses are automatically written back to the customer record as custom fields (CSAT score, NPS, feedback summary). Historical responses are appended to a contact timeline.
Each response is automatically appended, which recalculates satisfaction metrics, trends, and team performance in real time.
A daily or weekly summary is automatically posted, showing the latest satisfaction scores, response rate, and any low-satisfaction alerts that need immediate attention.
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