AUTOMOTIVE CUSTOMER FEEDBACK AND SURVEY PROCESS

Created by ChecklistGuro (https://checklistguro.com)

[ ] Fetch Customer Survey Submissions: Retrieve all recent survey responses from the Customer Feedback data model.
[ ] Calculate Average CSAT Score: Calculate the average Customer Satisfaction (CSAT) score from all recent survey entries.
[ ] Calculate Total Negative Feedback Count: Count the number of entries where the satisfaction rating is below a specific threshold (e.g., < 3 stars).
[ ] Update Feedback Status: Update the status of a feedback entry from 'New' to 'Under Review' once the process begins.
[ ] Create Service Ticket: Create a new entry in the 'Service Requests' data model if the feedback contains a complaint or repair request.
[ ] Assign Complaint Investigation Task: Create a task for the Customer Success Manager to investigate high-priority negative feedback.
[ ] Assign Follow-up Task: Create a task for the Sales Representative to call the customer for a follow-up interaction.
[ ] Send Thank You Email: Send an automated thank you email to the customer for completing the survey.
[ ] Alert Service Manager of Urgent Issue: Send an urgent email notification to the Service Manager when a critical vehicle safety issue is reported.
[ ] Notify Customer of Ticket Creation: Send an SMS to the customer's registered phone number informing them that a service ticket has been opened.
[ ] Calculate Net Promoter Score (NPS) Delta: Calculate the difference between the current NPS and the previous month's NPS.
[ ] Generate Monthly Feedback Summary Report: Generate a PDF report summarizing all feedback trends, average scores, and pending tasks for the monthly management meeting.
[ ] Remove Duplicate Submissions: Delete any survey entries that are identified as accidental double-submissions.

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