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Customer Satisfaction Survey Form

A process for centralizing customer satisfaction survey responses, organizing and extracting survey data using Pneumatic Public Form Feature.

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Workflow Steps

Step 1 - Aggregate Survey Data in Real-time

All survey responses from various channels (email, web, app) are fed into a central database in real-time.

Step 2 - Calculate & Display Key Metrics

The overall Customer Satisfaction (CSAT) score and Net Promoter Score (NPS) are calculated and displayed on a live dashboard.

Step 3 - Text & Sentiment Analysis

Open-ended comments are automatically processed with text and sentiment analysis to identify common keywords, topics, and whether the sentiment is positive, negative, or neutral.

Step 4 - Generate & Distribute Monthly Report

A monthly report is automatically generated and sent to management, summarizing the key metrics, trends, and qualitative insights from the survey data.

The Purpose of Customer Satisfaction Survey Form

This workflow focuses on the analysis and reporting of survey data. It provides a dashboard and a set of reports to analyze the results from customer satisfaction surveys (CSAT, NPS, etc.). It allows managers to track satisfaction scores over time, segment feedback by product, agent, or customer type, and use text analytics to identify common themes and sentiment in open-ended comments.

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