Icon for Customer satisfaction evaluation taskflow solution

Customer satisfaction evaluation

The 'Customer satisfaction evaluation' taskflow helps you to solicit clients' feedback on your products and services, then review the feedback and escalate issues that need urgent attention.

A step-by-step guide to Customer satisfaction evaluation

This guide will explain the 'Customer satisfaction evaluation' taskflow step by step.
It makes use of numerous screenshots, but if you'd like to follow along in the Kotive webapp, you can sign up and copy the taskflow into your account for free.
Keep the taskflow open in a separate tab in your browser, and interact with it while reading the steps in this guide.

Section 1: Receiving feedback

In this section, a customer fills in the feedback form and the marketing manager is notified.

Satisfaction evaluation form

The first part of this form is a paragraph that's titled: !!! IMPORTANT CHANGES you need to make BEFORE running this taskflow: This paragraph contains instructions on how to personalize the taskflow for you and your company. If you intend to run the taskflow, these changes can not be ignored.

Next you'll notice that there are four faded out fields. These are called 'hidden fields'. These fields capture information without displaying them to the user and make their information available to other tasks in the taskflow.

The taskflow starts when a customer fills in this form.

This is a 'published task' - anybody can view and complete this form, they do not have to be a logged-in user.
Satisfaction evaluation form

Notify marketing manager

The marketing manager receives an email detailing the customer's feedback, and instructing them to review the feedback in the next task.

Kotive creates the content of the email by pulling in the customer's feedback from the first form.

Let's start by looking at how the email is typed up. There are lots of normal looking text words, but there are also lots of rectangular, shaded in, blocks of text. What's the difference?

Well, the normal text is just that: normal text. There's nothing special about it. But the blocks of text are actually information that is being pulled in from the previous form. If you click on the text area of the email while in the webapp, you'll see that it changes and suddenly looks like a lot of code with lots of curly brackets { } and numbers. This code (also called dynamic field tags) is what tells these fields of text what they're going to end up saying. When this email gets sent to the marketing manager, it won't look like it does now, it will all be normal text, because the taskflow will look at the previous form and put the information from that form into this email.
Notify marketing manager


Section 2: Reviewing the feedback

The marketing manager reviews the feedback and forwards it to the relevant person.

Review 1 of 2

The marketing manager reviews the customer's feedback and indicates if they require further information from the customer.

If they indicate 'YES', they do need further information, then the 'Request further information' sub-taskflow is activated next. However, if they indicate 'NO', then the sub-taskflow is ignored and the 'Review 2a of 2' form task is activated instead.
Review 1 of 2

Review 2a of 2

This form task has one condition:

Activate this task when...
'Do you need further information from this customer?' IS 'NO'

This form task will only be activated if the marketing manager indicated that they don't need further information from the customer in the previous form task.

The marketing manager chooses who to forward the feedback to, explains why it should be reviewed further, and saves the form.

If the marketing manager decides not to forward the information to anybody else, then the 'Customer satisfaction evaluation' taskflow is over as soon as this form is saved.
Review 2a of 2


Section 3: Requesting further information

In this section, the marketing manager requests further information from the customer, the customer responds, and the manager continues the review process.

Request further information

This sub-taskflow has one condition:

Activate this task when...
'Do you need further information from this customer?' IS 'YES'

This sub-taskflow will only be activated if the marketing manager indicated that they need further information from the customer in the 'Review 1 of 2' form task.

Request further information

Request more information

The marketing manager types a message to the customer, asking for the information that they require.
Request more information

Notify customer

The customer receives an email requesting more information, as per the message written by the marketing manager in the previous form task. They're instructed to follow the link at the bottom of the email, to move onto the next task.
Notify customer

Customer response

The customer responds to the email in the text field provided, and saves the form.
Customer response

Thank you customer

The customer receives an email thanking them for their help.
Thank you customer

Notify marketing of customer answer

The marketing manager receives an email containing a recap of the feedback, and the customer's answer to their request for more information. A link at the bottom of the email leads them to the next task.
Notify marketing of customer answer

Review 2b of 2

The marketing manager chooses who to forward the feedback to, explains why it should be reviewed further, and saves the form.

If the marketing manager decides not to forward the information to anybody else, then the 'Customer satisfaction evaluation' taskflow is over as soon as this form is saved.
Review 2b of 2


Section 4: Notification emails

In this section, top management and/or the sales manager receive the feedback, if necessary.

Notify manager

This email task contains four conditions:

Activate this task when...
'Please choose to whom this compiled information should be forwarded' (from 'Review 2a of 2') IS '... to the Sales manager.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2b of 2') IS '... to the Sales manager.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2a of 2') IS '... to the Sales manager, AND to Top management.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2b of 2') IS '... to the Sales manager, AND to Top management.'

This email will only be sent IF the marketing manager decided to forward the information to the Sales manager (or the Sales manager AND Top management) in either the 'Review 2a of 2' OR the 'Review 2b of 2' form task.

The Sales manager receives an email including all of the feedback and follow-up information (if requested) from the customer.
Notify manager

Escalate exco

This email task contains four conditions:

Activate this task when...
'Please choose to whom this compiled information should be forwarded' (from 'Review 2a of 2') IS '... to Top management.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2b of 2') IS '... to Top management.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2a of 2') IS '... to the Sales manager, AND to Top management.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2b of 2') IS '... to the Sales manager, AND to Top management.'

This email will only be sent IF the marketing manager decided to forward the information to Top management (or the Sales manager AND Top management) in either the 'Review 2a of 2' OR the 'Review 2b of 2' form task.

Top management receives an email including all of the feedback and follow-up information (if requested) from the customer.
Escalate exco

After the 'Notify manager' and/or the 'Escalate exco' emails have been sent, the 'Customer satisfaction evaluation' taskflow is complete.
Get started now and clone this taskflow directly into your Kotive account for free.

The Customer satisfaction evaluation taskflow is automatically copied into your account when you select it. Want to make one or two changes to fit your situation better? No problem!