A survey trigger within the context of SuiteFeedback and NetSuite integration is a predefined condition or event that automatically initiates the sending of a survey to a customer/employee or vendor. This mechanism is crucial for capturing timely and relevant feedback by identifying key moments in the customer journey or specific interactions that warrant gathering insights on customer satisfaction and loyalty.
For instance, survey triggers can be set up based on various criteria such as:
Completion of a transaction: After a customer completes a purchase or a service is rendered, a survey can be sent to gauge their satisfaction with the experience.
Customer lifecycle milestones: Key points in the customer's lifecycle, such as onboarding completion, subscription renewal, or after providing support services, can serve as triggers.
Time-based triggers: Surveys can be scheduled at regular intervals, such as annually or semi-annually, to check in on the customer's evolving perception of the brand or services.
The integration of SuiteFeedback with NetSuite allows these triggers to be seamlessly embedded into the operational workflows, ensuring that surveys are sent automatically based on real-time data and interactions logged within NetSuite. This integration ensures that the process is efficient, reduces manual intervention, and enables businesses to collect feedback at the most opportune moments, thereby enhancing the relevance and actionability of the insights gained.
How to Create a Survey Trigger?
Creating a survey trigger using NetSuite Workflows for SuiteFeedback involves a straightforward process, especially if you're already familiar with how NetSuite's workflow engine operates. NetSuite Workflows (also known as SuiteFlow) allow for the automation of business processes within the NetSuite environment, making it an ideal tool for setting up triggers for surveys. Here’s a step-by-step guide to creating a basic workflow for a survey trigger:
Step 1: Define the Trigger Event
First, identify the specific event or condition that will trigger the survey. This could be a transaction status change, a customer service interaction, or any significant event in the customer lifecycle that you wish to gather feedback on.
Step 2: Create a New Workflow
Navigate to the Customization menu in NetSuite, then select Scripting and Workflows. Click on New to create a new workflow.
Name your workflow and provide a description that outlines its purpose, such as "Post-Purchase NPS Survey."
Step 3: Set the Initiation Step
In the workflow editor, start by setting up the Initiation criteria. This defines when and under what conditions the workflow starts.
Choose the record type that your workflow applies to, such as a customer record, transaction record, etc., depending on your trigger event.
Specify the trigger conditions under the Event Definition. For example, you might trigger the workflow when a sales order status changes to 'Fulfilled' or based on a Saved Search.
IMPORTANT: Make sure to select the type of Workflow it is for SuiteFeedback. In this case, select "Trigger".
Step 4: Add a Custom Action
After setting the initiation criteria, add a State to your workflow. This state will contain your custom action.
Inside this state, add an Action (SuiteFeedback - Trigger Workflow Action (Custom)). This is where you'll define the action to send out the survey.
Configure the custom action to execute the survey. This typically involves specifying the customer email, and any other relevant information.
Step 5: Configure the SuiteFeedback Action (Important)
When configuring the Custom Action in your NetSuite Workflow for a SuiteFeedback survey trigger, the most critical step involves defining recipient details and personalizing the survey. This customization significantly enhances the relevance and effectiveness of your surveys. Let's delve into the key options available during this configuration phase and what each represents:
The Value Column will always display fields in the record that have an email or an entity.
Customer Field: Select from the Value field, the typical one will be Customer. This selection will email the Customer in any Customer field in the Transaction or Customer record.
Contact Field: Select from the Value field, the typical one will be Contact. This selection will email the Contact in any Contact field in the Transaction or Customer record.
Vendor Field: Select from the Value field, the typical one will be Vendor. This selection will email the Vendor in any Vendor field in the Transaction or Vendor record.
Employee Field: Select from the Value field, the typical one will be Employee. This selection will email the Employee in any Employee field in the Transaction or Employee record.
Email Field: Sometimes there is no field that represents the Entity (Customer, Vendor, Employee, etc) you want to email but if you do have the email in a Email Type field or even text field in the record, you can reference this field so the survey gets emailed to his email. Not idea, but we had customers with this problem in some records.
Entity Field: Select from the Value field, the typical one will be Entity. This selection will email the Entity in any Entity field in the Transaction Case or Any record.
Custom Record Response Field:
Custom Record Send Field:
Template Fields: Add all the fields you want to add to the Survey Templates. The list should be comma separated. If you want to ask a personalized question like "On a scale from zero to ten, how would you rate the Sales Experience with Adam Smith based on your last Purchase on 04/05/2024?"
This is how you would configure the question in the Survey Record"On a scale from zero to ten, how would you rate the Sales Experience with {{extra_variables.salesrep}} based on your last Purchase on {{extra_variables.trandate}}?" In this field you would add salesrep,trandate.
Feel free to add any field from the record.
Send to Transaction Contacts: Many NetSuite users will add Contacts under the Relationships or Contacts Subtab to a Transaction. Typically the Company contacts involved in the Transaction. If you check this box, it will send the same survey to al the contacts in the Sublist.
Send to Transaction Contacts: Only to SuiteFeedback Contacts
Send to Customer Contacts
Send to Customer Contacts: Only to SuiteFeedback Contacts
From Name
From Email
Step 6: Testing and Deployment
Before fully implementing your workflow, test it thoroughly in a sandbox environment to ensure it operates as expected without any issues.
Once you’re satisfied with the testing, deploy the workflow. Keep monitoring the workflow's performance and customer feedback to make any necessary adjustments.
This streamlined integration between SuiteFeedback and NetSuite through workflows not only automates the process of sending out surveys but also ensures that the feedback collected is timely and relevant, enhancing your ability to make data-driven decisions and improve customer satisfaction.