Automotive Customer Feedback and Survey Process

Start of the Workflow/Process.

Retrieve all recent survey responses from the Customer Feedback data model.

Calculate the average Customer Satisfaction (CSAT) score from all recent survey entries.

Count the number of entries where the satisfaction rating is below a specific threshold (e.g., < 3 stars).

Update the status of a feedback entry from 'New' to 'Under Review' once the process begins.

Create a new entry in the 'Service Requests' data model if the feedback contains a complaint or repair request.

Create a task for the Customer Success Manager to investigate high-priority negative feedback.

Create a task for the Sales Representative to call the customer for a follow-up interaction.

Send an automated thank you email to the customer for completing the survey.

Send an urgent email notification to the Service Manager when a critical vehicle safety issue is reported.

Send an SMS to the customer's registered phone number informing them that a service ticket has been opened.

Calculate the difference between the current NPS and the previous month's NPS.

Generate a PDF report summarizing all feedback trends, average scores, and pending tasks for the monthly management meeting.

Delete any survey entries that are identified as accidental double-submissions.

End of the Workflow/Process.